Indulge in the finest chocolates, crafted with passion and perfection! Taste the luxury of handmade chocolates Every bite is a moment of bliss! Sweeten your day with our premium chocolate delights
Indulge in the finest chocolates, crafted with passion and perfection! Taste the luxury of handmade chocolates Every bite is a moment of bliss! Sweeten your day with our premium chocolate delights

Refund and Returns Policy

At ARKE Chocolatier, we take pride in creating handmade, small-batch products and packing every order with care. If something isn’t right, we’ll work with you to resolve it fairly and promptly.

This policy operates in addition to your rights under Australian Consumer Law (ACL).

1) Change of mind returns

Due to the nature of our products (food/confectionery), we do not accept returns or refunds for change of mind, including:

  • ordering the wrong item,
  • changing your mind after purchase,
  • dislike of flavour preferences,
  • incorrect address provided at checkout.

2) Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or incorrect, please contact us within 24 hours of delivery so we can assist quickly.

To help us resolve it, please include:

  • your order number,
  • clear photos of the product and packaging, and
  • a short description of the issue.

If the issue is confirmed, we may offer (depending on the situation and ACL):

  • a replacement, or
  • a refund.

3) Heat-related changes during transit

Chocolate is sensitive to temperature. We pack products carefully, but once your parcel is in transit, conditions can vary.

In warm weather, minor cosmetic changes (e.g., softening, slight bloom) can occur and may not always be considered damage. If you believe your order was significantly affected, contact us with photos within 24 hours and we’ll assess fairly.

4) Missing parcels / delivery issues

Once dispatched, delivery is managed by the courier.

If your tracking shows delivered but you have not received the parcel:

  • check with household members/building reception,
  • check safe places around the delivery area,
  • confirm whether Authority to Leave (ATL) was used.

If it’s still missing, contact us and we’ll assist with next steps.

If a parcel is confirmed lost in transit following courier investigation, we will work with you on a suitable resolution.

5) Returns (when applicable)

If we approve a return (rare, due to food safety), we will provide instructions. Items must be:

  • returned in the condition advised by us, and
  • handled safely and promptly.

We cannot accept returns where the product has been opened/consumed, unless required under ACL for a confirmed fault.

6) Refund processing

If a refund is approved, it will be returned to the original payment method. Processing times can vary depending on your bank/payment provider.

Shipping fees are generally non-refundable, except where required under ACL (for example, if the product is faulty and a refund is the appropriate remedy).

7) Corporate & bulk orders

For corporate/bulk orders, custom items, or event orders:

  • cancellation windows may be shorter due to sourcing and production,
  • refunds may not be available once production has commenced.

If you need to change your corporate order, contact us as early as possible and we’ll do our best to help.

8) Contact us

For shipping questions, corporate deliveries, or special event orders:
Instagram: @arke_chocolatier
Or reach us via the website Contact page.

Top