Refund and returns enquiries
At Milka Milk Chocolate, we want your order to arrive as described and in good condition. If something is wrong with your delivery, please contact our customer support team at info@milkamilkchocolate.com, giving your order number, the product affected and photographs where relevant.
Damaged, incorrect or missing items
Tell us promptly if your order arrives damaged, incomplete or different from what you ordered. Keep the original packaging and any shipping labels until the issue is reviewed. We may request photographs so we can investigate and arrange an appropriate remedy.
Returns for change of mind
Because chocolate and other foods can be sensitive to handling, storage and temperature, please ask for return instructions before sending anything back. Unopened products may be eligible for a return depending on the circumstances, applicable law, condition and delivery location. Opened or improperly stored food may not be suitable for resale. This policy does not restrict statutory consumer rights.
Refunds and exchanges
Where a refund or replacement is approved, we will explain the next steps and any applicable return arrangements. Refunds are ordinarily made back through an available appropriate payment method; for manual bank or app transfers, our support team will coordinate securely with you. Processing time may depend on the payment provider.
Return shipping
Do not send goods to an address without first receiving instructions from our support team. Where goods are faulty or not as described, your statutory rights will apply to any return costs. Other return shipping costs, where lawful and relevant, will be explained before a return is arranged.
Contact us
Email info@milkamilkchocolate.com or use our contact page. See also our Shipping Policy and Terms of Service.
Questions before a return
Contact customer support with your order number before returning any food item. We can advise on the condition of the product, available return arrangements and evidence needed if a parcel arrived damaged or incomplete.
Cancelling or correcting an order
If you wish to cancel or change an order, contact us promptly, preferably before dispatch. We will check whether the order can still be changed and explain any applicable consumer rights or food-related exceptions.
Missing or delayed shipments
If a parcel is late, marked delivered but missing, or has been returned to sender, send us the order number and any tracking information so we can investigate with the carrier and advise on the next steps.