At LEBBEKE, every product is handcrafted using carefully selected ingredients and following strict standards of quality, preservation and food safety.

Our commitment is to provide an experience that reflects the importance of the special moments our chocolates accompany. Should any issue arise with your order, our team is available to offer the best possible solution.

Receiving your order

We recommend checking your order as soon as it is received.

If any issue is identified, such as:

damage caused during shipping;
tampered with or damaged packaging;
discrepancies between the products received and the order placed;
missing items;
noticeable change in quality;

please contact us within 24 hours of delivery, preferably with photographs of the packaging and the products received.

Food products and Food safety

As these are perishable food products, handcrafted and subject to strict food safety and sanitary controls, we do not offer exchanges or refunds for products that:

have been opened;
show signs of consumption or handling;
are without their original packaging;
have been stored under inadequate conditions after delivery;
have exceeded the timeframes set out in this policy.

Once delivered, we cannot guarantee the storage, temperature and preservation conditions of the products, which is why opened or consumed items cannot be refunded or replaced.

Requesting an exchange or return

Requests must be sent through our official customer service channels and should include:

the buyer's full name;
the order number;
a description of the issue;
photographs of the products and packaging, when applicable.

Our team will provide the necessary guidance for any shipping, collection or review of the products.

Quality review

All products submitted for review are assessed by our quality team.

Where appropriate, LEBBEKE may request additional information or photographs to assess the reported issue. If the product is confirmed to be defective, damaged, incorrect or otherwise not in accordance with the order, LEBBEKE will provide the appropriate solution in accordance with applicable law and the circumstances of the case.

Requests involving products that have been opened, consumed, improperly handled or improperly stored may be declined when these circumstances prevent an appropriate assessment of the reported issue..

Right of withdrawal

For purchases made through the website, customers may exercise their right of withdrawal within the applicable legal period, in accordance with Brazilian consumer protection legislation. Due to the nature of food products, any return must preserve the product's original condition and, where applicable, its original sealed packaging and storage conditions. Products that have been opened, consumed, or otherwise handled in manner that compromises their integrity or food safety may not be eligible for return, subject to applicable law.

Nothing in this policy limits or excludes any mandatory consumer rights provided by Brazilian law.

Refunds

Once a return, replacement or refund has been approved, the appropriate solution will be determined in accordance with applicable law and the circumstances of the case, which may include::

replacement of the product;
credit for future purchases, when agreed with the customer;
refund of the corresponding amount.

Where a refund is due, it will normally be processed through the same payment method used for the purchase, subject to the processing times of the relevant financial institutions and payment intermediary.

Final considerations

LEBBEKE may update this policy from time to time to reflect changes in legislation, regulations or our operational procedures. The updated version will be published on this page.

If you have any questions, our customer service team will be happy to help.

Returns & Exchange Policy