POLICIES

ORDER FULFILLMENT

Processing Orders

• Orders are processed and ready to ship within 3-5 business days upon receipt. Once your order is fulfilled, you will receive an email confirmation.
• In cases of supplier distribution issues, we will need to split the fulfillment and shipment of your order. Should this occur, you will not incur additional shipping charges.
• Ensure your shipping address is complete and correct, including apartment or suite number. We ship orders based on the delivery information provided at checkout.
• We cannot make any changes to your shipping address once the order has been confirmed.
• Orders placed on Saturdays or Sundays will be processed on the following Monday.
• If multiple orders are placed on the same day and are shipping to the same address, CocoaLuxe will combine the orders and refund the difference in shipping costs.

• We do not respond to order or fulfillment inquiries via social media. Use our contact form online or contact Customer Service at info@cocoaluxehs.com for assistance.

Overnight & Rush Orders: We do not offer overnight or rush orders.

International & Non-Continental Orders:  We currently do not ship internationally or outside the continental U.S.

Unforeseen Circumstances: Should an unforeseen circumstance occur, we will announce any changes to our store operations our homepage, via email, and on social media. We will also communicate information about placing and shipping orders.

HOLIDAY ORDER FULFILLMENT

• Due to increased order volume during Black Friday, Small Business Saturday, and Cyber Monday, our fulfillment and shipping timeframe may take up to 7-10 business days.
• We do not offer rush delivery - we encourage customers to order early to ensure delivery before Christmas.
• Custom orders are not available beyond what is offered during our holiday campaigns.

CHANGE ORDERS & CANCELLATIONS

Change Orders

Due to the handmade and custom-blended nature of our products, we do not accept change requests once an order has been placed.

Order Cancellations

Please read the following policy carefully.

• Cancellations within 24 hours of purchase receive a 100% refund.
• Cancellations between 25–48 hours receive a 50% refund.
• Cancellations after 48 hours are non-refundable.
• We do not accept order cancellations during promotional campaigns, including Black Friday, Small Business Saturday, and Cyber Monday.

To request a cancellation, please contact Customer Service at info@cocoaluxehs.com and reference your order number in the subject line. (Example: "Cancellation Request - Order #1234567".

REFUNDS & EXCHANGES

·        CocoaLuxe reserves the right to decline refunds or exchanges if there is no valid reason or if the request is deemed excessive or unreasonable. Examples include: dissatisfaction based on personal preference (e.g. not liking the scent, packaging, or labeling).

Refunds and exchanges are handled on a case-by-case basis. In certain situations, partial refunds may be granted, if applicable.

**We do not respond to refunds or exchange inquiries via social media. Use our contact form online or contact Customer Service at info@cocoaluxehs.com and reference your order number in the subject line. (Example: "Exchange Request - Order #1234567".

PRODUCT RETURNS

For hygienic and safety reasons, we do not accept returns on any products.

SHIPPING

• Shipping costs are calculated at checkout.
• Orders typically ship UPS Ground. If UPS service is not available in your area (typical rural areas), we will ship via USPS.
• Once your order is out for delivery, you will receive an email notification with tracking information. If you do not see this email, check your junk/spam folder or any filtered email folders.
• Customers are responsible for tracking their orders using the provided tracking number.
• Delays caused by weather-related disruptions are beyond our control. Severe weather events such as snowstorms, hurricanes, or other natural disruptions can affect carrier transit times.

• Once your package is delivered, CocoaLuxe is not responsible for exposure to heat or extreme cold. To prevent melting:

  • Avoid leaving packages in mailboxes, on porches, or in direct sunlight.
  • If possible, ship to a business address or ensure someone can retrieve your package promptly.

**We do not respond to shipping inquiries via social media. 

SHIPPING DURING WARM WEATHER

Candles

Our candles contain natural ingredients that may soften or melt during warmer months. If melting occurs, place the candle in the refrigerator until it solidifies. While this may alter the appearance, it does not affect the quality, burn, or fragrance.

Body Care Products

CocoaLuxe does not use synthetic stabilizers, meaning our products may be affected by temperature changes while in transit. During warmer months, we cold pack your items, which may include reusable gel ice packs to help maintain product integrity. 

How You Can Help

Once your package is delivered, CocoaLuxe is not responsible for exposure to heat or sunlight. To prevent melting:

• Avoid leaving packages in mailboxes, on porches, or in direct sunlight.
• If possible, ship to a business address or ensure someone can retrieve your package promptly.

·       If your product melts, don’t throw it away! Simply refrigerate or place in a cool room for several hours until it returns to its original state.

LOCAL PICK-UP & DELIVERY

• We have suspended our local pick-up and drop-off service. We will communicate any changes to this service when it occurs.