Shipping Policy

 

At ferrerorocherstore, every order is handcrafted with care and shipped with equal attention. We believe that how your chocolate arrives is just as important as how it tastes.

This policy outlines everything you need to know about our shipping process — no fine print, no surprises.

1. Processing Time

All orders are made fresh, not pulled from a warehouse shelf.

We require 1–3 business days to handcraft, package, and prepare your order for shipping.

During holiday seasons or limited-edition releases, processing may take slightly longer. If this affects your order, we will notify you promptly by email.

Weekends and public holidays are not counted as processing days.

2. Delivery Time

Once your order ships, estimated delivery time is 6–12 business days.

This applies to all destinations worldwide. Whether you're across the city or across the ocean, we aim to deliver within this window.

Delivery times are estimates, not guarantees. Once the package is in the hands of the carrier, we cannot control transit speed, customs clearance, or unexpected delays.

3. Shipping Cost

We offer free global shipping on every order.

No minimum spend. No membership required. No hidden fees.

The price you see at checkout is the final price — shipping is on us.

4. Tracking Information

As soon as your order ships, we will send you a confirmation email containing:

  • Your tracking number

  • A direct link to track your package

  • The carrier's name

Please allow up to 48 hours for the tracking status to update after receiving your shipping confirmation.

5. Shipping Address

You are responsible for providing an accurate and complete shipping address at checkout.

If a package is returned to us due to an incorrect address provided by you, we will contact you to arrange reshipment. Additional shipping fees will apply.

If you realize you've entered the wrong address, email us immediately at [email protected] within 4 hours of placing your order. We cannot redirect packages once they have been shipped.

6. Order Tracking and Support

If your tracking status has not updated for 5 or more business days, or if you have any concerns about your delivery, please contact us.

We will investigate with the carrier and get back to you as quickly as possible — usually within 24 hours.

7. Customs, Duties, and Taxes

For international orders:

You are responsible for any import duties, customs fees, taxes, or brokerage charges imposed by your country's customs authority.

These charges are not included in the price you pay at checkout and are beyond our control. Customs policies vary widely by country, and we cannot predict what fees, if any, may be applied to your order.

Please check with your local customs office before ordering if you are unsure about potential charges.

If you refuse to pay customs fees and the package is abandoned or returned to us, we will deduct all shipping and return costs from your refund.

8. Shipping Carriers

We partner with trusted, temperature-controlled couriers to ensure your chocolates arrive in perfect condition.

The carrier assigned to your order depends on your destination, package weight, and seasonal conditions. We reserve the right to select the most appropriate carrier for each shipment.

9. Chocolate and Temperature

Chocolate is sensitive to heat and cold.

All orders are packaged with thermal insulation, ice packs (when needed), and fragile labeling. We take every precaution to protect your chocolates during transit.

If your chocolate arrives slightly softened or has minor condensation, this is normal. Simply refrigerate for 30 minutes before serving — it will regain its perfect texture, shine, and snap.

This is not considered a defect and is not grounds for refund or replacement.

10. Lost, Stolen, or Delayed Packages

Lost or Stolen Packages:

Once a package is marked as delivered by the carrier, we cannot file a claim on your behalf. Please contact the carrier directly for assistance.

If your tracking shows no movement for 10 or more business days, contact us immediately. We will open an investigation with the carrier.

Delayed Packages:

Delivery dates are estimates. We do not refund shipping fees (if any were paid) or offer compensation for delayed deliveries caused by the carrier, weather, customs, or other factors beyond our control.

We understand that waiting is never ideal, and we truly appreciate your patience.

11. Incorrect or Incomplete Addresses

If your package is returned to us due to an incorrect, incomplete, or undeliverable address, we will contact you to confirm the correct address.

Reshipping fees apply. The original shipping cost (if any) is non-refundable.

12. Holiday and Peak Season Shipping

During major holidays (Valentine's Day, Mother's Day, Christmas, etc.), order volumes are significantly higher and carriers experience delays.

We recommend placing your order at least 2 weeks in advance if you need it by a specific date.

We do not offer expedited or guaranteed delivery by a specific date.

13. Contact Us

If you have any questions about our shipping policy or need assistance with an existing order, we're here to help.

Email: [email protected]
Response time: Within 24 hours on weekdays

We're a small team, but every message is read by a real person — and we reply personally.

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ferrerorocherstore
[email protected]