Nama chocolate is a perishable food that must be kept at 2–8°C at all times. Many things are beyond our control during transit, so we handle it simply: if it's not right when it arrives, we'll take care of it.

Arrival Quality Guarantee

Upon receipt, please open the box and inspect the contents immediately.

If the nama chocolate is melted, the packaging is damaged, or the condition is clearly unsatisfactory, please take photos and contact us within 24 hours. We will either reship for free or issue a full refund.

You do not need to return anything. There is no point in returning perishable food, and we will not ask you to do so.

How to Contact Us

• WhatsApp or email, including your order number and photos
• Photos showing the entire box and the problematic areas are sufficient; no need for professional shots
• We will respond within 1–3 business days, usually sooner

Situations We Cannot Handle

It's better to be clear upfront than explain later:

• Personal taste dissatisfaction. Nama chocolate is an opened perishable food and cannot be resold. If you are unsure about your taste preference, you can try a single flavor first.
• Improper storage after receipt. Please refrigerate immediately at 2–8°C upon arrival. If left at room temperature for more than an hour or two, the texture will change, which is beyond our responsibility.
• Exceeding the best-before date. This is 7–10 days after production. This date is on the box and in your confirmation email.

Why We Can Offer This Guarantee

Because over thirteen years, the proportion of actual issues has been very low. We start our ovens at 5 AM every morning, cut the chocolate at 6:40 AM, and ship the same day, with SF Express cold chain maintaining temperature throughout. We minimize the time from production to your hands.

Furthermore, we do not use preservatives or emulsifiers, so we know better than anyone when this box of chocolate tastes its best.

And it's not just us saying it – 40% of our customers return to buy again.