Refund policy
Returns, Refunds and Cancellations Policy
Last updated: 16th June, 2026
This Returns, Refunds and Cancellations Policy applies to purchases made from Italian Bear Chocolate Limited through our website.
Because we sell food, cakes, chocolates and other perishable goods, many of our products cannot be returned unless they are faulty, damaged, incorrect or not as described.
Nothing in this policy affects your statutory rights.
1. Perishable food items
Most of our products are perishable food items. This includes, but is not limited to:
- cakes
- chocolates
- truffles
- pralines
- fresh products
- made-to-order product
- personalised products
- items with a limited shelf life.
For health, hygiene and food safety reasons, we cannot accept returns for perishable food items simply because you have changed your mind, ordered the wrong item, no longer want the item, or failed to collect or receive the order.
2. Damaged, faulty or incorrect items
Please check your order as soon as you receive it.
If your item is damaged, faulty, spoiled, incorrect or not as described, please contact us as soon as possible at:
Please include:
- your order number
- your full name
- a clear description of the issue
- photographs of the item, packaging and delivery condition where relevant
We will review the issue and, where appropriate, offer a replacement, refund, partial refund or store credit.
We may ask you to keep the product and packaging while we investigate the issue.
3. Delivery and collection issues
It is your responsibility to provide the correct delivery address, contact details and collection information when placing an order.
If a delivery fails because the address is incorrect, no one is available to receive the order, access is unavailable, or the courier cannot complete delivery, we may not be able to offer a refund.
For collection orders, you must collect your order at the agreed date, time and location. If you fail to collect a fresh, perishable or made-to-order item within the agreed collection window, we may not be able to offer a refund.
4. Cancellations
If you need to cancel or amend an order, please contact us as soon as possible at:
We will do our best to help, but cancellations or amendments are not guaranteed.
We may be unable to cancel or amend an order once it has been accepted, prepared, personalised, dispatched, or made to order.
For fresh, perishable, personalised or made-to-order products, cancellation rights may not apply once preparation has started.
5. Non-returnable items
Unless they are faulty, damaged, incorrect or not as described, we cannot accept returns for:
- cakes
- chocolates
- truffles and pralines
- fresh or perishable food
- made-to-order items
- personalised or custom products
- opened food products
- items that cannot be returned for hygiene or food safety reasons
- gift cards
- sale items, unless faulty.
6. Non-perishable items
If we sell non-perishable items, such as packaged gifts, accessories or merchandise, these may be eligible for return if they are unused, unopened, in their original packaging and returned within 14 days of delivery, unless stated otherwise.
To request a return, please contact us first at:
Items sent back without first contacting us may not be accepted.
If your return is approved, we will provide instructions on where and how to send the item.
7. Return postage
Unless the item is faulty, damaged, incorrect or not as described, you may be responsible for the cost of returning the item.
If we are responsible for the issue, we will explain the next steps and may provide a return label or alternative solution.
8. Refunds
If a refund is approved, it will usually be made to your original payment method.
We will notify you once your refund has been processed. Please allow time for your bank, card provider or payment provider to process the refund.
If more than 10 business days have passed since we confirmed your refund, please contact us at:
9. Exchanges
Because many of our products are perishable, we do not usually offer exchanges.
Where an item is faulty, damaged, incorrect or not as described, we may offer a replacement where appropriate and available.
10. Contact us
For any questions about returns, refunds or cancellations, please contact us at:
Italian Bear Chocolate Limited
41 Broadwick Street, Carnaby, London, W1F 9QL, United Kingdom
Email: info@italianbearchocolate.com
Company Registration Number: 08308535