Terms of service


1. General

We work hard to ensure that your chocolate arrives in perfect condition. From production, to packaging and selection of the carrier, we pay the utmost care and rigor at each stage.
From the moment it leaves our factory, however, your packaging will be exposed to a series of conditions and unforeseen events that we cannot control.
Please contact us if you would like to know more about this shipping process.

2. Dispatch dates

Under normal circumstances, we only ship orders placed by Thursday morning. This precaution is to prevent the chocolates from being stopped in the carrier's warehouses over the weekend, with the risks inherent in that situation.
Orders placed on Thursday afternoon and Friday will be processed the following Monday. The same procedure applies to public holidays in Portugal.

3. Shipping deadlines

Orders will be shipped within 24 hours of receipt. Deliveries in Mainland Portugal are usually made within 1 day, in Europe there is a transit time of 1 to 3 working days. However, once delivered to the carrier, we cannot guarantee transit time. Delays may occur, especially at festive times, so we advise you to place your order in advance.
We are not responsible for tracking your order, however, if you contact us, we will send you a waybill number that will let you know its status.

4. Shipments during summer or with high temperatures

Despite our best efforts, we cannot guarantee that your chocolate will arrive in perfect condition during periods of high temperature. We also remind you that we cannot refund products damaged due to high temperatures.
To reduce the risk of receiving melted chocolate during the hottest season, we use a cool box, which keeps the chocolate stable during normal transit time.
The “Thermal Pack” includes a gel bag, an isothermal box, thermal insulating material or similar. The gel bags are reusable and are perfect to use in your lunchbox or picnic basket.
In addition, during these warm periods, we advise you to avoid ordering our most sensitive products, such as:
- the bonbons
- the truffles
- the tablets and lollipops with ganache/filling.
If you are not sure whether to use these additional precautions, please contact us. We will be happy to help you with this decision.

5. Returns and Exchanges

In compliance with the Code of Good Practices for Hygiene and Food Safety, we cannot accept exchanges or returns of perishable products, unless we send you any defective products or incorrect items.
If you receive defective or incorrect merchandise, we will correct the situation. In the unlikely event that a product is out of date on delivery, we will replace or refund in full. We will only be able to accept this return if you send us a photo of the back label of the product in question, where the stamped codes are visible. Our internal traceability system allows us to quickly rectify this situation.
Our team is very dynamic and, periodically, we make slight improvements to the design of our products. If the packaging looks different to what you expected or remember seeing in our catalogue, that's not a defect, it's creativity. For this reason, we are unable to issue refunds or exchanges.

6. Cancellation or non-acceptance of the order placed

If you want to cancel your order, you can send us an email within 8 hours after placing the order. We do not accept cancellations over the phone.
If the order has already been shipped, and delivery is refused, we will not be able to issue a refund.

7. Shipping Issues Due to Carrier and Claims

Experience has taught us that, once our chocolates leave our factory, they can face great challenges! Unfortunately, we are unable to issue refunds or exchanges due to damage in transit, but we are available to assist you with the carrier claim process.
Any anomaly related to the shipment (loss, missing items, damaged packaging or product, etc.) must be indicated on the carrier's delivery receipt and duly signed. Additionally, take photographs of the packaging, the product, etc. to serve as proof of the anomaly. Submit your claim to the carrier within two working days.
Also send us a copy of the process. Although we are not the legal claimant, we will do our best to ensure that your claim is handled correctly by the carrier.

8. Incorrect addresses

Cannot ship to PO Boxes. Make sure you provide us with the correct delivery address, whether it is your home, office or third party. If an order is returned due to incorrect or insufficient address, it is very likely that there will be no compensation from the carrier, and we will not be able to issue a refund either.
Additional note: We are not responsible for taxes and additional fees inherent to the purchase process, in the receiving country.

9. Out of Stock

It is unlikely that a product visible in our store is out of stock. However, it can happen and, if so, we will propose replacement with another similar product, later shipment as soon as available, or keep the order as it is, only with the available products. If you have already made the payment, we will refund the corresponding amount and, if applicable, the corresponding partial amount of shipping costs.

10. Contacts

We want to make sure you have an amazing experience with our chocolates. For whatever reason, do not hesitate to contact us to ask for support, advice or simply leave your comments at info@cacaoequador.pt.

Our sincere thanks!