Refund Policy

Refund, Exchange, and Delivery Policy

【Delivery Orders】

Refunds will be processed within 7–14 business days (excluding weekends and public holidays).

All promotional or special offer items are not eligible for refunds, exchanges, or cancellations. This also applies to situations such as personal reasons (e.g., change of mind, disliking the product), not using a discount code, or wishing to participate in other promotions.

As Nama Chocolate products are perishable, returns or exchanges are not accepted once sold. If you are dissatisfied with the product, please contact us within 24 hours of receipt.

Storage instructions for the product are indicated on the packaging. Nama Chocolate will not be responsible for product spoilage resulting from not following the storage instructions.

For after-sales issues, please provide your order number, purchase email, and contact information for verification.

All refunds or reissues will be handled at the discretion of Nama Chocolate based on the actual situation. This brand will not be responsible for costs incurred outside of standard operating procedures.

【Storage and Freshness】

Products are freshly handmade. It is recommended to refrigerate (2℃–6℃) or freeze (below -18℃) immediately upon receipt.

If frozen, the product can stay fresh for approximately 2–3 months under proper conditions; if refrigerated, it is recommended to consume within 7 days for the best taste.

If spoilage or abnormalities occur, please provide feedback within 24 hours of receipt; other issues should be raised within 7 days. Beyond this period, the product will be considered to have been received normally.

We insist on using high-quality ingredients without added preservatives or artificial colors, thus requiring stricter storage conditions.

【Self-Pickup Orders】

Refund and after-sales policies are consistent with delivery orders.

Please check the product status within 24 hours of pickup. If there are any issues, please contact us promptly.

【Delivery Instructions】

Currently, delivery covers mainland China, Hong Kong, and Macau.

Free shipping is provided for Shanghai. For other areas, shipping fees will be charged based on delivery distance and method.

Only one delivery service is provided per order.

The order delivery cycle is generally 3–5 days (some areas may be 5–10 days), including fresh production, packaging, and delivery arrangements. In case of force majeure (e.g., weather, unforeseen events), delivery times may be delayed.

All products are delivered via cold chain and equipped with insulated packaging to ensure the chocolate remains fresh and at its best taste during transit.

Delivery times are estimated. Actual delivery times may be affected by factors such as traffic and weather.

To check order status, please contact us through official customer service channels.

【Customer Satisfaction】

Nama Chocolate always puts customer experience first.

We are responsible for product quality and value every customer's feedback.

If you have any questions, please feel free to contact us.

We hope that every time you receive and open our product,

it is a moment treated with care.