We hope you’ll be delighted with your Velvetiser and won’t want to part with it! However, we also understand that you may not want to keep your Velvetiser, or something has gone wrong.

If your machine isn’t working as you expect it to, please read through all of our trouble-shooting tips before contacting us; we’re confident you’ll find a solution here that will help get you back up and running again quickly.
​
If you still wish to return your Velvetiser or can’t get your machine to work, email us on usahelp@hotelchocolat.comand we’ll guide you through what to do next. Remember, we ask that you complete the trouble-shooting guide first if your machine isn’t working, and confirm to us that you have done so.
​
If you have already spoken to our team and been advised to responsibly dispose of a faulty Velvetiser, you can do this for free at your local recycling centre. Please do not put it in your general household waste.