Return and Refund Policy
Our team works very hard to deliver exceptional chocolates, goods, and experiences to you, and we are as disheartened as you are when an item arrives on your doorstep in imperfect condition. We’d like you to enjoy the best of what we offer, and hope you’ll give us an opportunity to improve any unsatisfactory situation.

If you receive a product in less than ideal condition, please do not hesitate to reach out to our team at +62 811-2287-666 between 9 a.m. and 5 p.m. Asia/Jakarta, or via email at tervechocolatemaker@gmail.com. We would love to hear your feedback, and to improve your experience.

Returns
As a retailer of small-batch-made food items, we are unable to accept returns of perishable goods. However, we aim to create the best possible experience for every guest. If you have any concerns about your order, please contact us so we may assist.

Returnable Items
We are able to accept returns of non-chocolate merchandise including, but not limited to: books, apparel, and ceramics;
Origin Trips, up to six weeks ahead of travel date.

To begin a return or refund, please reach out to tervechocolatemaker@gmail.com or give us a call at +62 811-2287-666 to determine next steps. For returns and exchanges, please return your item in the same condition and packaging in which it was sent.

Refunds
Full or partial refunds may be issued on a case-by-case basis. Refunds may be redeemed for a digital gift card; for an item of the same or greater value in our online store; or as a credit automatically applied to your credit card or bank within seven to 10 days.

Late or Missing Refunds
We will process your refund as quickly as possible. Virtual gift cards and exchanges can typically be issued immediately. For bank or credit-card refunds, please allow up to 10 days for the funds to be posted to your account. In many cases, a bank account or credit-card institution may take additional time posting funds to your account, even after we have fully issued the refund. We do our best to expedite refunds. We kindly request that you understand we cannot be responsible for delays on the part of your bank or credit card.

Gifts
If you have received a gift, and request a refund for any of the reasons above, we will provide a credit for the value of your item via a virtual gift certificate, or ship you a replacement item.

Shipping Policy
Shipping options and prices are displayed at checkout. Expedited (Paxel 1-Day) shipping does not deliver on Saturdays or Sundays. For overnight shipping options and prices, please email us at tervechocolatemaker@gmail.com. We cannot guarantee Monday or Tuesday delivery, as weather conditions may prevent us from shipping over weekends.

Barring any shipping-service snafus, online orders will arrive within three to five business days of departure, when ordered via standard Priority mail. When your order departs our factory, you will receive a notification with tracking information for your parcel.

We cannot guarantee delivery dates for standard shipping.
Order-processing time may be extended during high-volume periods and around holidays, including but not limited to Christmas (November through December), Valentine’s Day (February) and Easter (March through April). Due to increased volume during these periods, all orders (including Expedited shipments) may require up to three business days’s additional processing time, as all chocolates are made fresh to order.

Our daily order cut-off for Expedited shipments is 12 noon, Asia/Jakarta time. Orders placed after 12 p.m. on weekdays, will be shipped the following business day. Expedited orders and delivery times are calculated based on business days (Monday through Friday). Saturday and Sunday are not considered business days. We ship orders based on current transit-route weather conditions to ensure optimal product condition upon arrival.