Returns and Refunds Policy

last updated: 22/05/2026

At Voilà Chocolatier, every order is handcrafted to order. Because our chocolates are fresh, perishable, and made individually for you, this policy explains when returns and refunds apply. Nothing in this policy limits your rights under the Australian Consumer Law.

Made to order and perishable

Each box is prepared specifically for your order using fresh ingredients. For food safety and quality reasons, we are unable to accept returns of chocolate products, and we cannot resell any item once it has left our kitchen.

Change of mind

As our chocolates are made to order, we are unable to offer refunds, exchanges, or cancellations for change of mind once an order has been placed and production has begun. We encourage you to review your order carefully, including flavours, quantities, and delivery details, before completing your purchase.

Order cancellations

If you need to change or cancel an order, please contact us as soon as possible at info@voila-chocolatier.com. We will do our best to help if production has not yet started. Once we have begun preparing your order, it cannot be cancelled or amended.

If something is wrong with your order

We take great care in crafting and packing every box. If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@voila-chocolatier.com, with your order number and clear photographs of the product and packaging.

If we confirm that a product was faulty, damaged in our care, or not as described, we will offer you a replacement or a refund. This is consistent with your rights under the Australian Consumer Law. We may ask for additional information to help us understand what happened and improve our process.

Delivery, weather, and storage

Chocolate is sensitive to heat and handling. Once an order leaves our kitchen, it passes into the care of our delivery partners, and we are not able to control conditions in transit or after delivery.

To protect your chocolates, please ensure someone is available to receive your order and store it in a cool place promptly. We are unable to take responsibility for products that are affected because they were left unattended, delivered to an incorrect address provided at checkout, or not stored appropriately after delivery. If you are concerned about warm weather affecting your delivery, please contact us before ordering so we can advise on timing.

Refund processing

Where a refund is approved, it will be issued to your original payment method. Please allow up to [5–10] business days for the amount to appear, depending on your payment provider.

Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss. If the problem is minor, we may choose to resolve it by repair, replacement, or refund. Nothing in this policy limits or removes these rights.

For any questions about your order, or to report a problem, please contact us at info@voila-chocolatier.com. We aim to respond within 2 business days.