Refund Policy

Every Cuddle Jar is handmade to order and filled with food — chocolate, nuts, sweets and drinks. Because of this, all sales are final and we are unable to accept returns, exchanges or refunds once an order has been placed and made.

This is a food safety matter, not a matter of preference. Once a jar leaves our kitchen we cannot verify how it has been stored or handled, so it cannot be resold or restocked under any circumstances.

Change of mind

We do not offer refunds, exchanges or store credit for change of mind, including:

• Choosing a filling you decided you didn't want
• Ordering the wrong quantity or the wrong base
• A message card written incorrectly by the customer
• A gift that wasn't received as hoped by its recipient
• Ordering for the wrong date

Please review your order carefully at checkout — the filling, the base, the second jar if you've chosen one, the message on the card, and the delivery address.

Changes and cancellations

Orders can be changed or cancelled free of charge before they enter production. Once we have begun preparing your order — which is usually the same or next working day — it cannot be cancelled, changed or refunded.

To request a change, contact us as quickly as possible with your order number. We'll tell you straight away whether your order has already been started.

If something is wrong with your order

We stand behind what we send out. Contact us within 24 hours of delivery if:

• A jar arrived broken or cracked
• You received the wrong filling, base or quantity
• Part of your order was missing — a jar, the teddy bear keychain, the message card
• The contents arrived spoiled or damaged

Please include your order number and clear photographs of the item and the outer gift box as it arrived. Photographs are essential; without them we cannot make a claim with our courier.

Where we're at fault, we will replace the affected item at no cost to you, or send a replacement gift on your next chosen date. We do not issue cash refunds. Replacements are subject to our standard lead times.

Reports made more than 24 hours after delivery cannot be assessed, as we have no way of knowing how the item has been stored in the meantime.

Delivery

• If a delivery fails because the address given was incorrect or incomplete, or because nobody was available to receive it, redelivery is arranged at the customer's cost.
• Orders refused at the door, or left uncollected, are not refunded.
• If an order is never delivered at all and the courier confirms it as lost, we will remake and resend it at no cost.
• We are not responsible for delays caused by the courier, weather, or public holidays, though we will always help you chase a late order.

Allergens

Our products contain, and are prepared in a kitchen that handles, nuts, dairy, gluten and soy. Allergen information is listed on each product page. We cannot accept returns or issue refunds on the basis of an allergy or dietary requirement, so please read the product page carefully before ordering and contact us if anything is unclear.

Perishability and storage

Our gifts are made fresh and are best enjoyed soon after delivery. Once the gift has been received, its storage and condition are the customer's responsibility. We cannot refund or replace items that have spoiled, melted or gone stale after delivery.

Getting in touch

WhatsApp: +20 110 549 4253 Instagram: @cuddle_jar

Please include your order number in any message so we can help you quickly.

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This policy does not affect any rights you may have under applicable Egyptian consumer protection law.