Delivery and Returns

 DHL Standard Home Delivery (£5.95):

• Orders placed before 1pm (UK time) on Monday, Tuesday, Wednesday, or Thursday will be shipped the same day for arrival the next day (excluding bank holidays and high season).
• Orders placed after 1pm will be shipped the next possible business day (excluding weekends and bank holidays).
• Orders placed on Friday before 12pm will arrive on the following Monday.
• Orders placed during the weekend will be handed over to the cargo company on the next business day and will be delivered the following day.

Free Delivery Offer:

• Enjoy FREE DELIVERY on all orders of £60 or over.

Important Notes:

• We do not currently deliver on weekends and UK bank holidays.
• GodivaChocolates.co.uk currently ships to UK addresses only.
• For international delivery to China, US, Japan, Hong Kong, Turkey, or the Rest of Europe, please visit:
  • www.godiva.com for the US,
  • www.godiva.eu for Europe,
  • www.godiva.cn for China, and
  • www.godiva.com.tr for Turkey.

Return & Refund Policy

This return information applies only to online purchases by consumers and is not applicable to any purchases made in a Godiva UK store, concession, or by businesses.

At Godiva UK, we are as passionate about customer satisfaction as we are about making chocolate. We hold ourselves to the highest standards, ensuring your order arrives in perfect condition, no matter the weather, with the elegant packaging and quality chocolate you expect from us.

Perishable Items

Please note that due to the perishable nature of our chocolates, returns are not accepted unless the product is faulty, damaged, or incorrect upon delivery. This policy is in line with the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, which exempts perishable goods from the standard 14-day cancellation right.

Hampers & Product Substitutions

1. Hamper Contents:

   • Our hampers may occasionally contain substitutions due to stock availability. However, we ensure that any substituted items will be of equal or greater value, and the total product value remains consistent with the original description.
   • The description of each hamper is updated to reflect any changes, and the price is adjusted accordingly.

2. Illustrative Images:

   • Please note that the product items in the image are for illustrative purposes only and may differ from the actual contents.

3. Customer Awareness:

   • By purchasing a hamper, the customer acknowledges that the contents may vary slightly from those depicted or described due to availability. Returns or refunds will not be accepted on the basis of content changes, provided the value and quality of the hamper are maintained, and all relevant information was clearly communicated at the time of purchase.

Expiry Dates on Discounted Chocolates

1. Best Before Dates:

   • All our chocolates have a "best before" date clearly marked on the packaging. This date indicates the period during which the product maintains its optimal quality.

2. Sales & Deals on Chocolates:

   • We offer discounts on chocolates under normal conditions as well as on those with up to 90 days remaining before their "best before" date. We want to ensure that you get the best value while enjoying our products at their finest.
   • We do not sell chocolates with less than 1 week remaining before their "best before" date.

3. Customer Awareness:

   • If a customer purchases a discounted chocolate and the "best before" date is clearly stated at the time of purchase, we do not accept returns on these discounted items.
   • If the "best before" date was not clearly communicated or the product has less than 14 days remaining before the "best before" date at the time of delivery, we will accept returns within 14 days of purchase, provided that proof of purchase is presented.

Damaged, Faulty, or Incorrect Products

If you receive a product that is damaged, faulty, or incorrect, please contact us within 14 days of delivery. We will arrange a prompt replacement, refund, or exchange upon receipt of the required documentation. For refunds related to damaged or lost items, please provide proof of purchase.

For damaged items, we also request photographs showing the damage, including images of the damaged item(s), internal and external packaging, and the delivery label. 

For lost items, a Non-receipt disclaimer form is required. Disclaimer form can be found here.

Delivery Conditions & Non-Acceptance of Returns Due to Delivery Timing

1. DHL Standard Home Delivery (£5.95):

   • Orders placed before 1pm (UK time) on Monday, Tuesday, Wednesday, or Thursday will be shipped the same day for arrival the next day (excluding bank holidays and high season).
   • Orders placed after 1pm will be shipped the next possible business day (excluding weekends and bank holidays).
   • Orders placed on Friday before 12pm will arrive on the following Monday.
   • Orders placed during the weekend will be handed over to the courier on the next business day and will be delivered the following day.

2. Free Delivery Offer:

   • Enjoy FREE DELIVERY on all orders of £60 or more.

3. Customer Responsibility:

   • Our delivery conditions are clearly stated on the product pages, FAQ, and delivery & returns pages. We do not accept returns if all delivery conditions have been met and the customer seeks to return the product because they did not read or understand the stated delivery terms.

How to Initiate a Return

To initiate a return for a damaged, faulty, or incorrect product, or for chocolates that meet the criteria outlined above, please contact our customer service team with your order details and proof of purchase. We will guide you through the process and ensure a swift resolution.

Please address all returns to: 

ESTARBRANDS LTD.
C/O Movus Logistics
Unit A, Station Approach, Waltham Cross, England, EN8 7LX

Moreover you can also submit a return request for the item/items in your order from here!

Submitting a Return Request

Click the Order Tracking link in the store's footer, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account from here:
2. In the Email field, enter your email address, and then click Continue.
3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
4. Go back to the online store, and then enter a six-digit verification code.
5. Click the order that you want to submit the return for.
6. If your order has more than one item, then select the items that you want to return.
7. Select a return reason and add a note for the store.
8. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label.

After receiving your return request, we will investigate and get back to you within 2-3 days. If we approve your return request, you need to send the products to us for refund process.

You can send your returns to us in three ways:

1. To the address below via any cargo company (Return deliveries other than DPD will be charged. To avoid paying for return delivery, you must submit your return with DPD.).

ESTARBRANDS LTD.
C/O Movus Logistics
Unit A, Station Approach, Waltham Cross, England, EN8 7LX

2. With the DPD label you will get from us, from DPD branches (please get in contact or write a note to us while creating your return request for us to share a DPD label with you.).

3. If you wish, we can have your refund taken by sending a DPD courier to your address on the date you request (please get in contact or write a note to us while creating your return request for us to arrange a DPD collection for you.).

(Free delivery in the return process is only possible if you send your parcel with DPD.)

(You can give deliver your returns to DPD local depots if you wish. You can reach updated DPD local depots here!)

For any further information on shipping or returns then please do not hesitate to contact our customer services team at customerserviceuk@godiva.com or +44 0800 028 0787. Your legal rights are not affected.