COCOAIRE Policies

The following policies apply to all orders placed with COCOAIRE. Please review them carefully before placing your order.

Ordering & Payment Policy

All orders are subject to availability and are considered confirmed only after the required payment has been received and written confirmation has been issued by COCOAIRE.

Standard online orders must be paid in full at checkout.

Bespoke, corporate, event, recurring, combination, and large-volume orders begin with a consultation and custom proposal. A nonrefundable 50% retainer may be required to reserve the requested production date. The remaining balance must be paid by the deadline stated in the proposal.

Production does not begin until all required payments, design approvals, quantities, recipient information, and order details have been received.

Failure to submit payment or required information by the stated deadline may result in the release of the requested date.

Published prices are firm. COCOAIRE does not negotiate prices, price match, or provide individual discounts. Custom proposals may be prepared for Bespoke, corporate, event, recurring, combination, or large-volume orders based on the scope of the request. A custom proposal does not guarantee discounted pricing.

Applicable taxes, delivery charges, rush fees, customization costs, and additional services will be identified before final approval.

Lead-Time & Availability Policy

Please inquire early to confirm availability for your requested date. Lead times vary by product, quantity, customization, and season. Holiday periods and large-volume orders require additional advance notice.

Order Minimum Policy

Made-to-order confections require a minimum purchase of two dozen.

One flavor or primary chocolate selection is permitted per dozen unless otherwise stated in the applicable product description or custom proposal.

Corporate gift boxes, realtor closing gifts, curated combination boxes, event favors, recurring gifting programs, and other consultation-based offerings may carry different minimums. Any applicable minimum will be included in the proposal.

Order minimums are established according to ingredient preparation, production requirements, customization, and packaging needs and cannot be waived by dividing an order into multiple designs or recipients.

Customization & Personalization Policy

Customization is offered according to the selected collection.

Signature and Reserve orders are prepared within their established collection standards. Available chocolate selections, toppings, finishes, and presentation options may be selected only where offered.

Custom chocolate colors, specialty sprinkles, highly personalized finishes, and event-inspired palettes are exclusively available through the Bespoke Collection.

Personalization may be incorporated through message cards, packaging, labels, sleeves, branded collateral, and other approved presentation details. COCOAIRE does not place names, letters, numbers, monograms, or company logos directly on the food.

Customer-provided logos, artwork, or branded materials must be supplied in the requested format by the stated deadline. The customer confirms that they have permission to use any submitted intellectual property.

All requested details must be approved before production begins. Additional changes or personalization requested after approval may require an updated price and may not be possible.

Bespoke Creative Direction Policy

Premium Positioning

COCOAIRE is intentionally positioned as a premium edible gifting experience. Pricing reflects our couverture chocolate, handcrafted production, refined presentation, and limited ordering capacity. We do not modify product quality or presentation to meet reduced budgets.

Bespoke Creative Direction

COCOAIRE's Bespoke Collection offers a custom edible presentation interpreted through our signature quiet-luxury aesthetic. Customization may include thoughtfully selected chocolate colors, coordinating sprinkles, refined finishes, gold details, packaging elements, and event-inspired palettes.

All Bespoke designs must remain consistent with the COCOAIRE brand: refined, intentional, elegant, and visually restrained. We do not produce neon or excessively bright palettes, heavily themed novelty designs, character reproductions, or presentations that compromise our established aesthetic.

Inspiration images may be provided to communicate a preferred mood, palette, or design direction; however, COCOAIRE does not duplicate another creator's work. Each design is interpreted and created in our own style.

COCOAIRE retains creative discretion over the final composition, finish placement, and overall presentation. Bespoke requests may be modified or respectfully declined when they do not align with our brand, production standards, or available capacity.

Custom colors are created by hand and may vary slightly from digital images, printed materials, and event swatches. Final designs remain subject to ingredient availability and the natural characteristics of handcrafted products.

Bespoke means personalized within the COCOAIRE aesthetic.

Order Changes Policy

Requests to change an order must be submitted in writing.

Changes are not confirmed until accepted in writing by COCOAIRE. Depending on the timing and nature of the request, an additional charge or updated proposal may be required.

Once ingredients, packaging, custom materials, branded collateral, or specialty supplies have been purchased, those portions of the order cannot be changed, canceled, or refunded.

Changes requested within 72 hours of the scheduled pickup or delivery date may not be accepted.

COCOAIRE cannot guarantee changes involving:

• Product quantities
• Chocolate selections
• Custom colors
• Toppings or finishes
• Packaging
• Message cards
• Delivery information
• Pickup or delivery dates

If a requested change cannot be accommodated, the original confirmed order will remain in effect.

Cancellation & Rescheduling Policy

Because COCOAIRE products are handcrafted and prepared specifically for each order, cancellation requests must be submitted in writing.

Standard Orders

Orders canceled more than 72 hours before the scheduled pickup or delivery time may be eligible for a refund, less any nonrefundable processing fees and costs already incurred.

Orders canceled within 72 hours of the scheduled pickup or delivery time are nonrefundable.

Bespoke, Corporate, Event, and Large-Volume Orders

Retainers are nonrefundable. Payments used to purchase custom packaging, branded materials, specialty ingredients, or other order-specific items are also nonrefundable.

Any remaining refund eligibility will be determined according to the work completed and costs incurred at the time of cancellation.

Rescheduling

One rescheduling request may be considered when submitted before production has begun and when the requested replacement date is available.

Rescheduled orders must generally be completed within 30 days of the original date. Seasonal availability, product pricing, packaging, and design elements may change.

Orders affected by emergencies, severe weather, or circumstances outside either party's reasonable control will be addressed under the COCOAIRE Force Majeure Policy.

Refund & Return Policy

Due to the perishable and made-to-order nature of our products, all sales are final once an order has been completed, picked up, or delivered.

COCOAIRE does not accept returns or exchanges of food products.

Refunds will not be issued for:

• Personal taste preferences
• Handmade color or design variations
• Minor differences from photographs or inspiration images
• Damage occurring after pickup or successful delivery
• Failure to follow storage and care instructions
• Incorrect information provided by the customer
• Missed pickup or delivery arrangements
• Products left unattended after delivery
• Design details approved before production
• Failure to consume products within the recommended freshness period

If COCOAIRE makes a confirmed error or a product is materially defective at the time of receipt, an appropriate resolution may include replacement, store credit, partial refund, or refund at COCOAIRE's discretion.

Approval of a resolution does not constitute an admission of liability.

Product Concerns Policy

Any concern regarding an order must be reported within four hours of pickup or confirmed delivery.

The customer must provide:

• The order name and order number
• A clear description of the concern
• Photographs of the complete product and packaging
• Photographs showing the specific issue
• Information about how the product was transported and stored after receipt

The affected product must be retained until COCOAIRE has reviewed the concern. Discarded, consumed, altered, or unavailable products may not qualify for review.

Because COCOAIRE cannot control transportation, handling, temperature, storage, or environmental conditions after an order has been received, concerns reported outside the four-hour period may not be eligible for replacement, credit, or refund.

COCOAIRE will review the information provided and determine the appropriate resolution.

Pickup Policy

Orders must be collected at the confirmed location and during the scheduled pickup window.

Please arrive on time and ensure that the vehicle has a clean, level, temperature-controlled area suitable for transporting the order. Products should not be placed on a seat, held in direct sunlight, or left inside an unattended vehicle.

Once an order has been accepted by the customer or the customer's authorized representative, responsibility for transportation, handling, temperature control, and storage transfers to the customer.

Customers who anticipate being late must contact COCOAIRE as soon as possible. Late pickup accommodations are not guaranteed.

Orders not collected within 24 hours of the scheduled pickup time may be considered abandoned and discarded for food-safety and quality reasons. Abandoned orders are not eligible for refund, credit, replacement, or complimentary remaking.

Pickup information will be provided directly to confirmed customers. The pickup location should not be shared publicly.

Delivery Policy

Delivery is available only where offered and must be confirmed before the order date.

Delivery charges are based on the location, distance, order size, delivery window, and level of coordination required.

The customer is responsible for providing a complete and accurate delivery address, recipient name, telephone number, access instructions, gate codes, building information, and any other details necessary to complete the delivery.

Someone must be available to accept perishable products unless an alternate arrangement has been approved in writing.

A delivery is considered complete when the order has been:

• Personally accepted by the customer, recipient, or authorized representative;
• Accepted by a receptionist, concierge, front desk, event representative, or designated contact; or
• Left according to written customer instructions.

COCOAIRE is not responsible for delays or unsuccessful delivery caused by incorrect information, restricted access, an unavailable recipient, weather, traffic, security procedures, or circumstances outside our reasonable control.

Redelivery may require an additional fee. Products that cannot be delivered safely may be returned, held for pickup, or discarded. Refunds are not provided for failed delivery resulting from customer-provided information or recipient unavailability.

Freshness, Storage & Care Policy

COCOAIRE products are handcrafted without extended commercial shelf-life treatment and should be enjoyed within the recommended freshness period.

Chocolate-Covered Strawberries

• Refrigerate promptly.
• Keep the strawberries in their original packaging until ready to enjoy.
• Best enjoyed the same day they are received.
• Remove from refrigeration approximately 10–15 minutes before serving.
• Avoid heat, direct sunlight, excess moisture, and freezing.

Caramel-Ribbon Pretzel Rods and Chocolate-Covered Apples

• Store in a cool, dry place away from heat, humidity, and direct sunlight.
• Keep the product sealed or enclosed after opening.
• Best enjoyed within 7–10 days unless otherwise stated.
• Refrigeration may affect the appearance and texture of the chocolate and caramel.

Once an order has been picked up or delivered, the customer assumes responsibility for proper handling, storage, temperature control, and timely consumption.

COCOAIRE cannot guarantee product quality when care instructions are not followed.

Allergen & Dietary Policy

COCOAIRE products may contain or come into contact with milk, soy, wheat, peanuts, tree nuts, eggs, and other allergens.

Although reasonable care is used during preparation, COCOAIRE does not operate an allergen-free kitchen and cannot guarantee that any product is completely free from cross-contact.

Customers are responsible for informing COCOAIRE of known allergies before placing an order and for communicating allergen information to all recipients.

Disclosure of an allergy does not guarantee that COCOAIRE can safely accommodate the request. Orders may be declined when we cannot confidently meet the requested dietary restriction.

Product descriptions such as “dark chocolate,” “dairy-free,” “nut-free,” or similar terms do not constitute an allergen-safety guarantee unless expressly confirmed in writing.

Customers and recipients with severe or life-threatening allergies should not consume products prepared in an environment where cross-contact may occur.

Handmade Product Variation Policy

Every COCOAIRE product is handcrafted. Natural and artistic variations are part of the finished presentation and are not considered defects.

Variations may occur in:

• Fruit size, shape, color, and ripeness
• Chocolate tone and finish
• Caramel placement and thickness
• Drizzle patterns
• Gold-leaf placement
• Topping distribution
• Custom colors
• Packaging placement
• Overall arrangement

Website images, mockups, photographs, and previous work represent the COCOAIRE aesthetic but do not guarantee an identical reproduction.

Digital screens, lighting, photography, printed materials, and event swatches may display colors differently. Exact color matching cannot be guaranteed.

COCOAIRE will honor the approved collection, palette, and overall design direction while retaining the natural variation expected of handcrafted products.

Substitution Policy

Ingredients, fruit, chocolate, toppings, packaging, ribbons, floral elements, decorative materials, and other components may occasionally become unavailable or fail to meet COCOAIRE's quality standards.

When necessary, COCOAIRE may make a reasonable substitution of equal or greater quality while preserving the approved color palette, value, and overall presentation.

Whenever a proposed substitution would materially change the character or value of an order, COCOAIRE will make a reasonable effort to contact the customer before proceeding.

Minor substitutions that do not materially change the order may be made without additional approval.

Seasonal products, imported ingredients, custom packaging, and specialty decorative elements are subject to supplier availability.

Photography Policy

COCOAIRE may photograph completed products and packaging for quality documentation, portfolio use, website content, social media, advertising, and other business purposes.

Customer names, personal messages, addresses, recipient information, and confidential company information will not be intentionally displayed without permission.

Submission of an inspiration image does not transfer ownership of that image to COCOAIRE and does not authorize COCOAIRE to duplicate another creator's work.

Customers who do not want their completed order photographed or shared publicly must submit that request in writing before production begins.

Force Majeure Policy

COCOAIRE is not responsible for delays, modifications, or inability to perform caused by circumstances beyond our reasonable control.

Such circumstances may include severe weather, natural disasters, power outages, equipment failure, illness, government action, public emergencies, road closures, transportation disruptions, supply-chain interruptions, ingredient shortages, venue restrictions, or other unforeseen events.

When possible, COCOAIRE will communicate promptly and make a reasonable effort to reschedule the order, provide an appropriate substitution, issue store credit, or offer another fair resolution based on the circumstances and costs already incurred.

Custom materials, completed work, purchased supplies, and services already performed remain nonrefundable.

Corporate, Event & Large-Order Terms

Corporate, event, recurring, and large-volume orders are accepted through consultation and require a written proposal.

The proposal may identify:

• Products and quantities
• Collection and design direction
• Packaging and presentation
• Message cards or branded collateral
• Recipient and delivery coordination
• Production and delivery dates
• Payment schedule
• Approval deadlines
• Applicable taxes and fees

The customer is responsible for reviewing all information before approving the proposal.

Final quantities, names, addresses, messages, branding materials, and delivery details must be submitted by the stated deadline. Information received after that deadline may not be accepted or may require additional fees.

COCOAIRE is not responsible for errors contained in customer-approved information or customer-provided recipient lists.

Changes in quantity, scope, packaging, design, delivery requirements, or recipient coordination may result in an updated proposal.

Retainers, custom materials, specialty packaging, branded items, and costs already incurred are nonrefundable.

The order is not reserved until the required agreement, approval, and payment have been received.

Acceptance of COCOAIRE Policies

By placing an order, submitting payment, approving a proposal, or authorizing production, the customer confirms that they have reviewed and accepted the applicable COCOAIRE policies.

These policies apply to the customer, purchaser, recipient, authorized representative, and any individual collecting or accepting the order on the customer's behalf.

Written proposals, invoices, product descriptions, seasonal ordering instructions, and signed agreements may contain additional terms specific to an order. When an order-specific written term differs from a general website policy, the order-specific written term will govern.

COCOAIRE reserves the right to update its policies, offerings, pricing, availability, and operating procedures. The policies in effect when an order is confirmed will apply to that order.

Questions should be submitted before payment or approval to: gifting@cocoaire.com