Refund policy

Returns & Refunds
We want you to love what you ordered. Because we sell food, we handle returns a little differently than most shops — here's exactly how it works.
If something's wrong, tell us
Please check your order as soon as it arrives. If anything is damaged, melted beyond enjoying, defective, or just plain not what you ordered, email us at hello@candieclouds.com within 7 days of delivery with your order number and a photo of the problem.
We'll replace it or refund it. You usually won't need to send anything back — for food items, a photo is enough.
Melted chocolate
Chocolate and heat don't get along. From May through September we ship with insulated packaging and ice packs where it makes sense, but we can't control a hot mailbox or a package sitting on a porch all afternoon.
If your chocolate arrives melted, contact us and we'll make it right. To give it the best odds, we recommend choosing expedited shipping in warm months and bringing packages inside promptly.
What we can't take back
For health and safety reasons, we can't accept returns on food once it's left our hands. This includes:
    •    All candy, chocolate, and edible items, opened or unopened
    •    Custom orders, personalized items, and special orders
    •    Gift cards
    •    Sale and clearance items
This isn't about being strict — it's that we can't resell food that's been out of our control, and we won't sell anyone something we can't vouch for.
Non-food items
Tins, gift boxes, apparel, and other non-edible merchandise can be returned within 30 days of delivery if they're unused and in their original packaging, with a receipt or proof of purchase.
Email us at hello@candieclouds.com to start a return. Please don't ship anything back before contacting us — unrequested returns can't be accepted. Once your return is approved, we'll send a shipping label and instructions.
Exchanges
The quickest route is to request a refund on the original item and place a new order for what you'd rather have. That way you're not waiting on us to process one before the other ships.
Refunds
Once we've approved a refund (or received and inspected a returned non-food item), we'll issue it to your original payment method within 10 business days. Banks and card issuers often take a few extra days to post it on their end.
If it's been more than 15 business days since we approved your refund and you still don't see it, email hello@candieclouds.com and we'll chase it down.
Questions
Email hello@candieclouds.com. We're happy to help before you order if you're unsure about anything — allergens, ingredients, shelf life, or whether something travels well.

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