Our Policy

CARPE KOKO® is committed to providing the best chocolate delivered in perfect condition every time. We understand that the gifts you order are very important and should be delivered to the recipient to your direct specifications.

There may be occasions where you have concerns regarding your order. If this were to occur, your happiness is our top priority and so we back every order with our 100% Happiness Guarantee so that you can shop with confidence. If you're ever less than thrilled with your purchase, please contact CARPE KOKO® as quickly as possible after delivery has been made to discuss a favourable resolution to your concerns.

If the complaint is for quality reasons, we do request that a photograph of the delivered chocolates is submitted to our Complaints Resolution Team via your members page.

Please keep any chocolates you are not happy with as we may need to assess them.

If for any reason an order needs to be cancelled and refunded, please contact CARPE KOKO® as soon as possible.

Cancellations are subject to the following conditions:

  • Orders which have left with our couriers cannot be cancelled.
  • Orders which have not yet been prepared may be cancelled. A $25 cancellation fee applies.
  • Orders which have been prepared but have not left with our courier may be cancelled but will incur a cancellation fee equal to the full price of the chocolates less the delivery fee.

Re-Delivery

If a delivery has been attempted unsuccessfully and requires a second or subsequent delivery to be made (eg. You have provided us with an incorrect address) a $16.95 redelivery fee will apply. If CARPE KOKO® is in any way responsible for the redelivery, this redelivery fee will not apply.

Returns

If we require you to return goods to CARPE KOKO®, we will arrange for the return shipping costs to be paid by ourselves.

If we cannot deliver a product for any reason, we will arrange for a full refund of the purchase price including shipping costs.

Refunds

Any refunds for online or over the phone orders will be processed immediately and are credited back to the original credit card on which the order was purchased. It may take approximately 5-7 business days for this to show on your statement.