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 on our homepage, via email, and on social media (when applicable). 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 Heat-Sensitive Products

At CocoaLuxe, many of our products particularly our body butters - are made with natural ingredients that are sensitive to heat and may soften or melt during transit in warmer temperatures.

To help preserve product quality, we ship all heat-sensitive items with cooling packs during the warmer months. While we take these precautions to minimize the risk of melting, please note that extended exposure to heat during shipping may still impact the consistency of your order.

CocoaLuxe is not responsible for products that are heat-compromised due to conditions beyond our control, including but not limited to:

• Delayed delivery by the shipping carrier
• Packages left outside or in mailboxes for extended periods
• Exposure to high temperatures during transit or after delivery
• Incorrect or incomplete shipping addresses provided at checkout

If your product arrives softened or melted, it is still safe to use. Simply place it in a cool environment or refrigerate briefly to help it return to its intended consistency.

We recommend tracking your shipment closely and retrieving your package as soon as possible upon delivery to ensure the best experience with your CocoaLuxe products.