Help with melted, damaged or missing chocolate deliveries

Updated September 2026

If your French Broad Chocolates order arrives melted, you can choose a replacement or a refund under our current refund policy. Contact our team with your order number and photographs of the chocolate and packaging.

For a damaged box, missing item or address problem, start with the same order information. Keep the packaging and packing slip while we review what happened.

If the chocolate has melted

Bring the package indoors and photograph what you received. Include the outer box, shipping label and the chocolate inside so our team can see the condition of the delivery.

You don't need to try to reshape or repurpose melted bonbons before contacting us. Tell us whether you would prefer a replacement or a refund, and include a way to reach you.

If shells are broken or packaging is damaged

Photograph cracked bonbons, leaking filling, a damaged tray or a crushed shipping box. Note when the package arrived and what you found when you opened it.

Our policy covers product quality and specifically covers chocolate that arrives melted. It does not guarantee a refund or exchange for every other kind of damage caused by handling in transit or after delivery. Send the details to our team so we can review your order.

If you're concerned about whether a food is safe to eat, don't taste it to test it. Set it aside and ask for help.

If an item is missing or different

Compare the contents with your order confirmation and packing slip. Include the name and quantity of any missing item, or a photograph of the label on an item you didn't order.

A useful message tells us your order number, the expected item, what arrived instead and the best way to contact you. For a gift, include the recipient's name and delivery address in your message to our team.

If the address was wrong

If we made the address mistake when sending your order, we'll resend it. If the address entered with the order was incorrect, such as a wrong ZIP code or missing apartment number, we can resend at your expense if you choose. The full policy explains both situations.

Check the delivery address before placing a gift order, and let the recipient know a package is coming so someone can bring it indoors.

Care after delivery

Keep chocolate in a cool, dry place away from sunlight and strong odors. Follow the care instructions and dates supplied with your particular product. Our bonbons are made without preservatives and are best enjoyed fresh, so choose a ship date close to when you plan to give or eat them.

If storage conditions are difficult or you're unsure about a delivery, contact us with the product name and order details. We can help you decide what to do next.