How to Start a Return

We accept returns within 30 days of delivery. To get started, email us at [email protected] with your order number and we'll issue you a Double Neat return label. If you're returning multiple boxes or separate orders, please request an individual return label for each.

Please note: customers are responsible for return shipping costs. The cost of the return label will be deducted from your refund total before it is issued.

Returns sent to our warehouse without prior authorization will not be accepted or refunded.

Refunds

Once your return is received and approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or card provider.

Our 30-day money-back guarantee applies to first-time orders only. For subscription renewals and repeat orders, please see below.

Subscriptions & Repeat Orders

Cancellations must be made before your payment method is charged. Our fulfillment process begins immediately after payment is processed, so once an order is in production at our warehouse it is no longer eligible for cancellation or refund.

If you have concerns about an upcoming charge, please reach out as soon as possible.

Melted or Damaged Chocolate

Melted chocolate claims are handled under our No Melt Guarantee, not our standard returns process. If your chocolate arrived melted due to hot weather, contact us within 24 hours of delivery with a description and photos.

We'll reship or replace at no charge. Refunds are not available for melted chocolate. See Our Guarantee page for full details.

International Returns

We gladly accept returns on international orders under the same 30-day window. Once your return is received and inspected, your refund will be issued to your original payment method. The cost of the return shipping label will be deducted from your refund total. We'll always provide an estimate of that deduction before your return is finalized — no surprises.

Questions? Email us at [email protected] and our team will get back to you promptly.