As a purveyor of handmade perishable food items, we are unable to accept returns and cannot sell an item once it has been returned to our warehouse. We are here to provide a luxurious experience for every guest so if you have any problems with your order, please contact our Chocolate Concierge Department and our team will be happy to assist.
Undeliverable or Returned Packages
Due to the perishable nature of our products, our guarantee is valid only on correctly addressed orders on the first delivery attempt. We will ship your order to the shipping address(es) you provide during checkout. Please include a street address, and company name, suite or apartment numbers when applicable to ensure accurate delivery. We cannot guarantee the condition of the package if the carrier reroutes your order or if the package is held due to incorrect address information.
Vosges Haut-Chocolat is not responsible for failed deliveries when:
- An incorrect or outdated address was provided.
- The address does not contain a valid suite or apt number when one is necessary for delivery.
- The recipient is out of town or not available.
Shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment based upon the carrier fees. The extended transit time during the reroute may result in melted or expired chocolates. Returned items cannot be resold or reshipped. A replacement order of fresh chocolates is offered at a 20% discount.
Address Corrections, Order Changes and Cancellations
If the shipping date (included in your confirmation email) is 2 or more days away and the order hasn't entered the fulfillment process, please reach out to our Chocolate Concierge Department to make adjustments or changes.
If the order has entered the fulfillment process, we are unable to cancel or modify the order. This includes adding or removing items, alterations to the ship-to name, changes or additions of gift notes.
During order surges around holidays, our team may begin the fulfillment process a few days before your order is ready to ship. If you need to edit the delivery address once your order has shipped, an address change processing fee will apply to your order. Once an address modification is requested, the carrier requires one business day to process the change, which may delay the package. Vosges Haut-Chocolat is not responsible for incorrect shipping information or delays in transit caused by address modification.*There are no returns, modifications, or cancellations allowed on any items that have entered the fulfillment process or shipped.
Vosges Haut-Chocolat offers a No Melt Guarantee and monitors shipments to add complimentary cooling materials when needed. If your chocolate arrives melted due to hot weather, we will replace it. Please contact our Chocolate Concierge Department within 2 days (48 hours) of receipt, with a detailed description and photographic evidence of the issue, and our team will assist with a replacement or exchange.
Due to the perishable nature of our haut-chocolat, all claims submitted without proper support will not be eligible for reshipment. Vosges Haut-Chocolat reserves the right to limit replacements. Refunds are not offered, instead our team we will either reship the item or replace it with another of equal value.
Damaged or Missing Items
We’re so sorry to hear this! Please contact our Chocolate Concierge Department within 2 days (48 hours) of delivery with your order number as well as details and photos of the damage or defect. Please share photos that include:
- A photo of the area of concern
- Two full shots of the product (from the side and overhead)
- A shot of the packaging/box
We understand that sometimes items get damaged, and we will work to resolve the situation quickly. Our carrier partner UPS requires photo documentation for all damage claims. Claims submitted without proper support may not be eligible for reshipment.
Vosges is unable to guarantee the time of delivery, as this is all subject to the local carrier. Most carriers will deliver packages anytime between 8 am-10 pm. If you are placing an order for a time-sensitive event, we recommend placing your order early and scheduling it to arrive 2+ days before your event. A majority of our products can be frozen or refrigerated upon arrival to preserve freshness.
In anticipation of high package volumes (especially during holidays) or other uncontrollable events, we may ship your early to ensure that it arrives in good condition. Vosges Haut-Chocolat reserves the right to schedule the shipping of your order earlier or later than estimated to prevent delays, based on operational conditions.
Vosges is not responsible for delays in transit caused by high package volume, weather, mechanical error, strikes, natural disasters, terrorism safety control, local carrier mis-scans or inaccurate/incomplete shipping information, and we do not require a signature for the release of any shipment. Leaving a package at an address is ultimately up to the complete discretion of the individual delivery person and is therefore entirely outside our control.
UPS My Choice Pick Up
UPS My Choice settings can automatically trigger a redirect to a UPS Access Point. Vosges Haut-Chocolat is unable to override these settings. Please track your packages closely and let your recipients know a package is one the way. Vosges Haut-Chocolat is not responsible for packages returned for non-pickup.
Ship Methods and Carriers
We ship using UPS and offer Ground (1 – 4 days in transit), 2nd Day Air and Next Day Air shipping methods. 2nd Day Air and Next Day Air methods deliver on business days only. Once the package has left our facility, Vosges Haut-Chocolat cannot assume responsibility for any shipping delays/problems due solely to the shipping carrier. During warm weather shipping months (May to September) we ship orders Monday to Wednesday and may require express shipping options to ensure safe arrival.
We avoid shipping packages over weekends to prevent products being stored in a non-climate controlled shipping facility. Saturday delivery is available to select Ground shipping locations.
Orders placed after 11:59pm CST on Thursdays (or after 11:59pm CST on Wednesdays during warm weather shipping months May to September) are available to ship the following Monday. Packages requiring cooling materials due to weather at the destination may be held until the following Monday to ensure safe delivery. We do not deliver on Sundays or Mondays.
Timing of Deliveries
Once your package is in the hand of our shipping carrier, we have no control over the time of delivery. The good news is that UPS give you the ability to schedule your delivery times or request pickups for all of your residential packages.
If you know that you are not going to be home and are worried about them not leaving your package at your door, we strongly encourage you to schedule your delivery window directly with UPS. Their Delivery Manager platform is flexible and allow you to schedule the delivery of your package within a short time frame to ensure you will never miss a package at your home again.
Once you receive your tracking email from us letting you know that your package has shipped, go to the link below to schedule a delivery time or a pick-up location/time that works for you:
Why does my tracking information show cancelled?
If your tracking number is showing a cancelled status this most often means that our fulfillment team, for different reasons, may have needed to create a new shipping label for your order. This would cause a new tracking number to be associated with your order. If you happen to see this message please reach out to our Chocolate Concierge Department and they will be more than happy to look into this for you and provide you with the updated information. Please note that a tracking number may not show activity until it is scanned by our carrier, UPS.
Vosges Haut-Chocolat takes pride in every product we offer and strives to ship each order in the best possible condition on the requested shipping date.
While there are many things we do to mitigate the risk of shipping perishable chocolates around the country, there are unfortunately some things outside of our control such as weather and transit delays once the package is in the hands of UPS. As such, the shipping guidelines published on this website are not guarantees of a shipping or arrival date.