Return, Replacement & Cancellation Policy

Return & Resolution Policy

If you are not satisfied with the quality or condition of your order upon arrival, please contact our customer support team within 24 hours of delivery with:

• A detailed description of the issue
• Clear photos/videos of the product
• Your order details

Complaints raised after 24 hours of receiving the product may not be eligible for any replacement or resolution.

Due to the perishable and customized nature of our chocolate products, claims submitted without proper proof or supporting images/videos may not qualify for reshipment or replacement.

LuwuBox reserves the right to review and limit replacement or resolution requests on a case-by-case basis.

Replacement & Exchange Timelines

1. Cancellation Policy

Once an order is placed, it automatically moves into our production and customization queue. Therefore, orders cannot be cancelled once processing has started.

Customized products are created specifically for each customer, which makes cancellation difficult after order confirmation.

2. Changes in Order Details or Shipping Address

Customization details such as names, logos, photos, personal messages, wrapper designs, or uploaded artwork cannot usually be edited once approved or sent into production.

If there is any change in the shipping address, it must be communicated immediately after placing the order. While we will try our best to accommodate the change, LuwuBox cannot guarantee modifications after order processing or dispatch.

We are not responsible for delays or failed deliveries caused by incorrect or incomplete address details shared by the customer.

3. Mistakes in Final Product

LuwuBox is not responsible for spelling mistakes, typos, incorrect names, wrong dates, incorrect phone numbers, design errors, or any other information submitted by the customer during customization.

Please carefully review all details before approving the final mockup or placing the order.

However, if the approved customization details were not correctly incorporated by our production team, we will review the issue and may remake or reship the product at no additional charge.

4. Melted Chocolates / Damaged Products

Please note that chocolates are edible and temperature-sensitive products. Minor variations in edible printing, color shades, finishing, or alignment may naturally occur during production.

In case of significant melting, breakage, transit damage, or major defects, please contact us within 24 hours of delivery with proper images/videos for review.

After verification, eligible cases may qualify for replacement or reshipment.

5. Delayed Delivery / Non-Delivery of Orders

Orders are shipped to the shipping address provided by the customer during checkout. Please ensure that the address, recipient name, apartment number, landmark, pin code, and contact number are complete and accurate.

LuwuBox is not responsible for failed deliveries in situations such as:

• Incorrect or incomplete shipping address
• Outdated address details
• Recipient unavailable at delivery location
• Incorrect contact number
• Restricted or inaccessible delivery area

We are also not liable for delays caused by factors outside our control, including:

• Extreme weather conditions
• Courier company delays
• Transport or logistics disruptions
• Natural disasters
• Government restrictions or public holidays
• Technical or operational issues with delivery partners

Customized Product Disclaimer

Since most LuwuBox products are customized and made-to-order, slight variations in chocolate printing, color, packaging finish, or handcrafted elements may occur. These small differences are a normal part of personalized production and do not qualify as defects.

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