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We are happy to offer an exchange or refund* on any unsuitable items returned back to us within 14 days of receipt, provided they are unworn and in resale-able condition, with all original labels and swing tickets attached.

*Refunds exclude all shipping costs. Exchanges are only possible for items of the same value or lower.

How to return your item(s)

  1. Package up your return items securely, include a short note with your name, order number and your preference for an exchange or a refund.
  2. Post your return back to us, using your preferred mail or courier service. We recommend that you use a tracked service and insure the return for the full value of the goods as the customer is responsible until we sign for the receipt of the goods.
  3. If requesting an exchange, remember to specify which product, colour and size you would like as a replacement. 

Return address

The Chocolate Factory
5 Clarendon Road, Unit WB.B403B
London N22 6XJ
United Kingdom

Do I have to pay for my return?

Yes, customers are responsible for the cost of shipping returns back to us. If you have requested an exchange, we will ship the replacement item(s) back to you free of charge.

Where do I find my order number?

Your order number can be found on the invoice we sent to you with the goods, and is also contained in both your ‘Order Confirmation’ and ‘Shipping Confirmation’ emails.

Can I exchange my order for completely different items?

You can exchange your item for any item of the same value or lower. If you would like to exchange for items with a higher value, our policy is for you to request a refund on your original order and place a new order for the exchange item.

When will I receive my refund?

We aim to process all refunds within 3 days of receiving your return. We will send you a ‘Refund Notification’ email to confirm that we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer.

How long will it take to send out my exchange items?

We receive returns daily, Monday–Friday. We aim to process them within 3 days of arriving with us. We will send you an email with new tracking number to confirm your exchange item is on the way.

Will I be charged tax or duty on my replacement item?

We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event the your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.

If we’ve not answered your question above, please fill out the contact form on the contact page. Office hours are 10am–6pm (GMT) Monday–Friday.