POLICY AND FAQ
This is the official and only website and online store for Le Chocolatier Dubai. By placing an order, you are offering to purchase a product subject to our published terms and conditions.
Currency on our website is UAE dirhams (AED).
Our office hours are from 10 am to 8 pm all week.
Our chocolate is made with Fine Belgian ingredients and is of high quality. We offer an assortment of several flavors for our products.
All products on this website are designed by Le Chocolatier Dubai and no other entities are to claim any of our designs for themselves or use our images to sell as their products. We retain the right to follow such entities legally.
Are the product images on the online store accurate ?
We have made every effort to display images of our products as is and as accurately as possible to the colours and styles of the products. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate and close to the same colour in reality.
We also include an approximate product size in each product description. Please go through that to estimate the size.
In rare cases, where we need to replace a decorative or packaging item, we will contact you for approval first before order confirmation is sent out to you.
Are all products available in stock regularly ?
All orders are subject to availability .We shall inform you if a specific item in an arrangement is out of stock but can be replaced with another similar item, then you can decide if you wish to keep your order or cancel it.
We have limited quantity of each item in stock. We set a specific maximum amount for buying online for each product. If you need more quantity, please don’t hesitate to contact us and we will let you know if it is doable.
Some items run out of stock so we would check availability before confirming your order. Once confirmed, we will send you an order confirmation email and then charge you for the order.
Accuracy of information provided :
In order to make purchases on the site you are required to provide accurate and correct personal details. In specific, you must provide your real name, phone number, e-mail address and other information as indicated. When placing an order, you undertake that all details you provide to us are true and accurate, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods.
In addition, you will be required to provide payment details that are both valid and correct and to confirm that you are the person referred to in the Billing information provided. Products purchased by the buyer are for personal or gift use only and should not be re-sold, used for commercial purposes or any other commercial benefits.
Are the website prices fixed?
We reserve the right to change our prices where and when we see fit. If we have already accepted your order at a certain price, we will honour that price.
Must I register on the website to order ?
For purchasing from our online store, we will need you to register and add input your full name, full address and email as a client to be able to make a purchase. You will need to provide full recipient name, address and contact number as well.
Online store payment :
We do not offer cash on delivery and orders must be paid prior to order processing due to the hand decorated nature of our products. We accept payments made using Visa and Mastercard debit and credit cards in AED.
The displayed price and currency at the checkout page, will be the same price and currency printed on the transaction receipt and the amount charged to the card will be shown in your card currency.
Cardholder must retain a copy of transaction records and http://lechocolatierdubai.com policies and rules.
We will send you an acknowledgement email to inform you that we have received your order request. Once your order is confirmed and payment is done, we will email you the confirmation of your order after which we start processing your order. You can print your confirmed order invoice directly from our website.
Please ensure not to make multiple order of the same items if not needed as this may result in multiple posting to cardholder’s monthly statement.
Your information is stored to communicate with you on your order status, delivery and on any changes to order.
Delivery of online orders :
We deliver our products all across UAE. Shipping will be done by a third-party courier.
Delivery within UAE cities shall be in 1 – 7 working days depending on nature and quantity of online order. Delivery in UAE IS FOR 40 Dhs. For online orders above 500 Dhs , delivery will be complimentary. Shipping and handling fees are non- refundable. Avoid any delivery delay by providing your full address along with your contact details. Our delivery service team will get your signature upon delivery and will not be delivering any item without a delivery signature, thus signing for receipt in perfect condition.
How long will it take for my online order to be delivered ?
For online ordered items, delivery is made within 24 to 48 hours depending on the time they were ordered and the work needed on the products ordered. Often, for many products, delivery can be made within 5 to 6 hours from time of order confirmation if it was ordered early morning.
Can I track my online order ?
You can contact us by email on firstname.lastname@example.org or by whatsapp on 00971506340123 if you wish to follow up on your order.
Can I add a message on my gift ?
We can add a complimentary small message to your gift. Just fill up the details upon checkout.
Can a gift be from an anonymous name ?
We can send the gifts from anonymous unless the recipient insists to get the name.
Do you provide gift vouchers ?
Yes we can provide gift vouchers. You can purchase gift vouchers from our online store.
Do you recharge for delivery service if first delivery attempt wasn’t successful?
Yes if the recipient changes their address or are not at the location agreed upon at the time of delivery, then the delivery must be reattempted and charged accordingly.
Can I change delivery time slot after placing the order?
Yes you can if your order was not already dispatched.
Can I return unwanted gifts ?
Unfortunately, we are not able to return unwanted gifts due to the made to order and hand decorated nature of our products.
Can I personalize an online order ?
Not at the moment but we are looking into adding this option for several items soon.
Can I return , cancel or refund an online order ?
We are unable to provide returns or exchanges due to the handmade nature of our products. However, we only offer exchanges or refunds in the following cases (which should be reported and returned immediately upon receipt :
A wrong product was received. A damaged or defective or tampered product was received. In such instances, we will endeavor to send you another or refund the payment. We retain the right to refuse any returns received if the product is tampered with , unsealed and is not in the original packaging or missing any item.
We will arrange for pick up of accepted return orders free of charge and get in touch with you for details.
Cancellation of a accepted online orders is only accepted within 30 minutes of order confirmation due to the made to order and hand decorated nature of our products, after which cancellation cannot be accepted. Such refunds will be made back to the payment solution used initially by the customer.
Refunds will be done only through the original mode of payment and will be processed within 10 to 45 days depending on the issuing bank of the credit card.
How do I complain if not satisfied ?
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments. Please email us directly on email@example.com for any issue you would like to report.
Occasional errors on website :
Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, humanerrors may occur. If we discover an error in the price of any goods which you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel in this case and you have already paid for the goods, you will receive a full refund.
For customized orders only (on order not online) :
For orders other than ordering items from our online store or items displayed with partner outlets , we work on orders. We prepare orders as fast as possible when they are confirmed.
We are able to customize any theme, design or color for any occasion. In addition, we brand and personalize chocolate and arrangements of boxes, hampers, trays and baskets for all other occasions be it corporate or personal.
We are also able to manufacture your boxes , hampers and trays and print any design on them as per your specific needs . However , this option would entail a minimum order of 150 pcs.
All customized orders are paid in advance due to the handmade decorated nature of our products. Customized order sales are final. No cancellations, part cancellation, changes in design, or change in quantity will be accepted once order is made as per your request.
Time needed to process customized orders varies, depending on the stock availability , quantity and on our other bookings.
Can I return or exchange an item?
We are unable to provide returns or exchanges due to the handmade nature of our products. However, we offer exchanges or refunds if you receive wrong items.
Can I order a specific design but request for a different color?
Yes, decorative ribbon and print colors could be customized for many items. We will do our best to use the color of your choice.
Can you do custom made designs that are not displayed in your gallery?
Yes, we offer new custom-made designs for chocolates, giveaways and desert tables as per your request.
Do you have budget-friendly customized designs?
Yes, we work according to the customer’s budget as we have a huge variety of designs that have different price ranges to meet most budgets.
What is your price range for customized orders ?
Our prices depend on design, material used and time needed to complete the job. Feel free to call us and get a quote!
Can I mix and match designs of chocolates and giveaways?
Yes of course! You can choose from any of our designs and we can match them for you.
What flavors do we get for orders ?
Our chocolate is made with high quality Belgian ingredients and all our flavors taste good. Our products come with assorted flavors.
Do you provide cakes, cookies, cupcakes, cake pops and macaroons ?
We provide decorated cakes, cookies, cake pops , cupcakes and other sweets that match the theme of your order, through our partner bakeries only as part of our arrangements, stands and dessert tables.
Whether it’s a baby shower or wedding event we will make it look fab.
Do you provide event planning services ?
We provide decorated chocolate and sweets arrangements, giveaways and dessert tables for all your occasions. Whether it’s a baby shower or wedding event we will make it look fab.
Do you rent displays and decorations?
Yes, we rent some displays and we rent desert tables with full decorations for our customers with high quality setups at reasonable prices.
Do you deliver locally and international?
We offer delivery on all items within UAE. At the moment we do not ship chocolate or arrangements but can only ship giveaways that do not contain edible items internationally.
How long before my occasion do I need to make an order?
The earlier the better. It depends on your desired quantity, design and availability of material. Time needed for customized orders ranges from 1 to 30 days before your occasion. Delivery time would be confirmed to customers on a case to case basis. Please contact us to get an accurate estimate.