Damaged or Defective Products

If your order arrives damaged or contains defective products, please contact us within 7 days of delivery at support@ferrerorochershop.com with:

• Your order number

• Photographs of the damaged/defective items and packaging

• A brief description of the issue

Upon verification, we will offer one of the following:

• A replacement shipment of the affected items

• A full refund for the damaged/defective products

Non-Delivery or Lost Shipments

If your tracking information indicates delivery but you have not received your package, please contact us within 14 days of the marked delivery date. We will investigate with the shipping carrier and, if the package is confirmed lost, offer either:

• A replacement shipment

• A full refund for the undelivered items

Order Cancellations

You may cancel your order within 2 hours of placing it by emailing support@ferrerorochershop.com with your order number. Once your order has entered the processing stage (typically after 2 hours), cancellations may not be possible.

Processing Time

Refunds, when approved, are processed within 5-7 business days. The timing of the refund appearing in your account depends on your financial institution.

Important Exceptions

Due to the perishable nature of our products:

• We do not accept returns or exchanges based on taste preference

• We cannot issue refunds for chocolates that have been consumed, partially used, or improperly stored

• Seasonal and promotional items may be subject to different refund conditions, which will be clearly stated at time of purchase

Contact

For all refund inquiries: support@ferrerorochershop.com
Please include your order number in all correspondence.