Refund policy

Last Updated: August 28, 2026

At SweetNote, every order is carefully handcrafted, and many of our products are personalized specifically for the recipient. Because our products are made-to-order, edible, and often customized, we are unable to accept returns or exchanges for most orders.

Personalized & Made-to-Order Products

All personalized, customized, and made-to-order SweetNote products are final sale.

Once an order has entered production, we cannot offer a refund, return, exchange, or cancellation due to:

  • Incorrect names, dates, ages, messages, or other personalization submitted by the customer
  • Change of mind
  • Ordering the incorrect product, chocolate type, color, or design
  • The recipient no longer needing or wanting the gift
  • Minor variations in color, decoration, placement, or appearance

Please carefully review all personalization details before submitting your order.

Because each SweetNote is handcrafted, slight variations in appearance are normal and are part of what makes every creation unique.

Edible Products

For food safety reasons, we cannot accept returns of chocolate or other edible products once they have left our possession.

This applies even if the product remains unopened.

Damaged or Incorrect Orders

We want you to love your SweetNote. If your order arrives significantly damaged, defective, or materially different from what you ordered, please contact us within 24 hours of receiving your order.

Please include:

  • Your order number
  • Your name
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging and shipping box, if applicable

After reviewing the issue, we may offer, as appropriate, a replacement, store credit, partial refund, or full refund, depending on the circumstances.

Please do not discard the product or packaging until we have reviewed your claim.

Chocolate Melting & Temperature Damage

Chocolate is naturally sensitive to heat and changes in temperature.

We take reasonable precautions when preparing and packaging our products. However, SweetNote cannot guarantee that chocolate will remain unaffected if an order is:

  • Left outdoors after delivery
  • Left in a mailbox, lobby, vehicle, or other warm location
  • Not collected promptly after delivery
  • Stored improperly after delivery

Customers are responsible for retrieving their orders promptly and following any provided storage instructions.

Where shipping is available, claims involving melting or temperature-related damage will be reviewed individually.

Delivery Delays

We make every reasonable effort to prepare and dispatch orders according to the estimated timeframe provided at checkout.

Once an order has been transferred to a third-party shipping or delivery provider, circumstances such as weather, carrier delays, service disruptions, incorrect addresses, or other events outside our reasonable control may affect delivery times.

SweetNote cannot guarantee arrival on a specific date unless expressly stated otherwise.

If you experience a delivery problem, please contact us and we will do our best to assist.

Incorrect Shipping Information

Customers are responsible for providing a complete and accurate delivery address when placing an order.

SweetNote cannot guarantee refunds or replacements for orders that are delayed, returned, lost, or delivered incorrectly because incorrect or incomplete shipping information was provided by the customer.

If you notice an error in your address, please contact us as soon as possible. We will make reasonable efforts to correct the information if the order has not already been dispatched.

Cancellations

Because SweetNote products are made specifically for each order, cancellation requests must be submitted as soon as possible.

If production has not yet started, we may be able to cancel your order and issue a refund.

Once production has started, personalized orders cannot be cancelled or refunded.

Submitting a cancellation request does not guarantee that the order can be cancelled.

Changes to Your Order

Changes to names, messages, colors, dates, designs, or other personalization must be requested before production begins.

Once production has started, we cannot guarantee that changes can be made.

Additional charges may apply if a requested change requires us to remake part or all of your order.

Local Pickup Orders

Customers selecting local pickup are responsible for collecting their order during the agreed pickup period.

Because SweetNote products are made-to-order and edible, refunds will not be issued for orders that are not collected.

If you are unable to collect your order as scheduled, please contact us as soon as possible.

Allergies & Ingredients

SweetNote products may contain or come into contact with common allergens, including milk, soy, peanuts, tree nuts, wheat, and other ingredients, depending on the product.

Customers are responsible for reviewing available ingredient and allergen information before placing an order.

If you or the recipient has a serious food allergy, please contact us before placing an order.

Refund Processing

If a refund is approved, it will be issued to the original payment method.

Processing times vary depending on your bank, credit card company, or payment provider. SweetNote has no control over how long your financial institution takes to post an approved refund.

Questions or Problems With Your Order

If something isn't right with your order, please contact us as soon as possible. We want every SweetNote to be something you're excited to give—and they're excited to receive.

Please include your order number when contacting us so we can assist you as quickly as possible.

SweetNote
Say it sweeter. 💌🍫

Email: orders@sweetnote.shop
Website: www.sweetnote.shop