Returns and refunds

Our chocolate is made by hand in small batches and we want you to love it. If something isn't right with your order, email info@alouss.com and we'll sort it out.

How we protect your chocolate in warm weather

Chocolate doesn't like heat, so we take care with every parcel:

• We pack every order in insulated foil bubble wrap.
• We only send orders from Monday to Thursday, so parcels never sit in a hot depot over the weekend.
• On very hot days we hold orders for a day or two, and we'll let you know if we do.

Please bring your parcel inside as soon as it arrives and keep it somewhere cool (16 to 18°C is ideal).

If your order arrives melted, damaged or wrong

Please email us within 24 hours of your parcel arriving, with your name, the date you ordered (or the order number shown on the website after you paid) and a photo of the problem. We'll make it right.

Change of mind

Because our chocolate is food, we can't accept returns if you simply change your mind.

Refunds

Refunds go back to the card you paid with (including Apple Pay or Google Pay), usually within 5 to 10 business days of us approving them.

Your rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.