Your online orders can be picked up from our store located Rue Lebeau 11, 1000 Brussels, Belgium.
Click here to open our location in Google Maps.

We are opened Monday to Sunday from 10am to 7pm.

Orders are usually prepared within one hour during store opening hours. As soon as your order is ready for pickup, you will automatically receive a confirmation email with all necessary collection details.

We always do our best to prepare every order quickly and carefully to ensure the freshness and quality of our chocolates.

If you have any questions, special requests, or require further assistance, please do not hesitate to contact our team at contact@chocolaterie.brussels . We will be happy to assist you.

All orders are carefully prepared and processed within 1 to 5 business days (excluding weekends and public holidays) after you receive your order confirmation email. As our chocolates are entirely handcrafted and sensitive to heat, we pay particular attention to shipping conditions in order to guarantee the highest possible quality upon arrival.

To protect our products during transport, we do not ship chocolates when outside temperatures exceed 24°C. In such situations, shipments may be temporarily delayed until weather conditions become suitable again. While this may occasionally extend delivery times, this precaution is essential to ensure your chocolates arrive in perfect condition and preserve their texture, appearance, and flavor.

You can track your order at any time by logging into your customer account and accessing the dedicated order tracking section on our website. In addition, you will automatically receive notifications at every important stage of the preparation and delivery process.

We currently ship our chocolates to many countries around the world using trusted transport partners such as Bpost, DHL Express, and Shippr. During checkout, you are free to choose the carrier that best matches your delivery preferences, budget, and shipping conditions. Please note that each transport company operates under its own delivery timelines, procedures, and transport policies.

As soon as your parcel leaves our workshop and is officially handed over to the courier, you will receive a shipping confirmation email containing your personal tracking number. This tracking number becomes active once the parcel has been collected and scanned for the first time at the carrier’s depot.

Throughout the delivery journey, the parcel barcode is scanned at different transit centers, allowing the tracking system to update regularly with the latest shipping information. We strongly recommend sharing the tracking number with the final recipient and monitoring the delivery status periodically.

If the tracking information has not been updated for more than 48 hours, please do not hesitate to contact us. Our team will gladly investigate the situation directly with the transport company and assist you in resolving any delivery issue as quickly as possible.

At The Belgian Chocolate Makers, every parcel represents much more than a shipment; it carries handcrafted chocolate made with care, passion, and respect for the people who will receive it.

All orders are prepared and packed with the greatest possible care to ensure that our chocolates arrive in the best condition. We use protective packaging materials specifically designed to reduce the risks associated with transport and handling.

However, certain products, especially chocolate figurines and artistic chocolate creations, remain naturally fragile due to their delicate handcrafted nature. Despite all precautions taken during packaging and shipping, we unfortunately cannot guarantee that these items will arrive completely intact after transport by external carriers.

For this reason, we generally do not recommend shipping chocolate figurines, particularly for long-distance or international deliveries. Customers who choose to purchase these fragile items online acknowledge and accept the risks associated with transport.

By completing your purchase, you confirm that you have been informed that chocolate figurines and similar fragile creations may break, crack, or suffer minor damage during shipping, and you accept that The Belgian Chocolate Makers declines any responsibility or compensation for breakage occurring during transit.

This policy applies exclusively to shipments handled by external transport companies and does not apply to local deliveries carried out directly by Shippr, where transport conditions can be more carefully controlled.

We thank you for your understanding and for supporting artisanal handmade chocolate creations, whose uniqueness and delicacy are part of their charm and authenticity.

Chocolate and confectionery products are naturally sensitive to temperature variations, direct sunlight, and environmental conditions during transport. Because our chocolates are handcrafted using high-quality ingredients and without unnecessary industrial stabilizers, they require particular care during shipping to preserve their texture, appearance, and flavor.

To ensure the best possible delivery conditions, we do not ship chocolates when outside temperatures are below 12°C or above 24°C. In such situations, orders may be temporarily delayed until weather conditions become more suitable. Our team carefully monitors weather forecasts before every shipment and always does its best to organize deliveries during cooler or more stable periods while still respecting the requested delivery date whenever possible.

If temperatures are considered too high or too cold to guarantee safe transport conditions, we will contact you directly. At that point, you may choose either to wait for more favorable weather conditions or request shipment at your own risk.

During periods of extreme heat or cold, we reserve the right to temporarily hold shipments in order to protect the quality and integrity of our products. Because chocolate is particularly sensitive to prolonged exposure during delivery, we strongly recommend shipping orders to a business address whenever possible rather than to a residential address. This helps ensure the parcel remains in a more stable and temperature-controlled environment instead of being left outside, in a mailbox, or on a doorstep.

Whenever necessary, we may also add protective thermal packaging or ice packs to help maintain appropriate temperatures during transit. Despite all precautions taken, however, we cannot fully guarantee that chocolates exposed to extreme weather conditions will arrive in perfect condition.

By placing an order containing heat- or cold-sensitive products, you acknowledge and accept that The Belgian Chocolate Makers cannot be held responsible for melting, deformation, discoloration, or other damage caused by temperature exposure during transport.

Nevertheless, please know that we always make every possible effort to prepare, protect, and ship your chocolates with the utmost care, so they arrive as beautifully and deliciously as when they left our workshop in Brussels.

While we always make every reasonable effort to ensure that your order arrives by the requested delivery date, we cannot be held responsible for delays caused by external factors beyond our control, including courier service disruptions, customs procedures, strikes, traffic conditions, or adverse weather conditions.

All orders are prepared and shipped with the intention of allowing adequate transit time for delivery before your requested date. However, delivery schedules provided by transport companies remain estimates and cannot be fully guaranteed.

Because our chocolates are handcrafted and sensitive to temperature conditions, certain shipments may also be delayed intentionally in order to protect the quality and integrity of the products during transport.

At The Belgian Chocolate Makers, we always do our best to coordinate shipments carefully and communicate transparently with our customers. Nevertheless, once a parcel has been handed over to the carrier, delivery timing ultimately depends on the transport company and external conditions beyond our direct control.

* Based on the knowledge of how many days are needed by each carrier, to get to a destination.

Please make sure to carefully inspect your parcel upon delivery and before signing any delivery documents provided by the courier or driver.

If any chocolate items are missing or if the parcel shows visible damage, this must be clearly noted on the driver’s delivery paperwork at the time of reception. In addition, you must notify The Belgian Chocolate Makers within 24 hours of receiving the shipment so that we can review the situation and assist you accordingly.

To allow us to open an investigation with the transport company, photographs of the damaged parcel, packaging, and products will be required. Please note that couriers generally request visual evidence before considering any transport-related claim.

In cases of severe damage or lost parcels, we may be able to assist you in initiating a transport claim with the carrier, provided that all the above conditions and procedures have been respected. However, please understand that each situation is reviewed individually and that the submission of a claim does not automatically guarantee compensation, replacement, or refund. Final decisions remain subject to the carrier’s own assessment and policies.

Please also note that if a parcel is returned to us due to one of the following situations:

- An incomplete, incorrect, or inaccurate delivery address provided during checkout,
- Failure to collect the parcel after a delivery notice has been issued by the courier,
- Refusal of the parcel by the recipient,

then we reserve the right to deduct all shipping and return costs charged to us by the transport company. Any remaining balance, if applicable, may be issued in the form of store credit.

At The Belgian Chocolate Makers, we always strive to prepare and ship every order with the utmost care and attention. We sincerely appreciate your understanding and cooperation, which help us ensure the best possible experience for every customer receiving our handcrafted chocolates.