GODIVA’s policy for online orders is centered on product quality at delivery rather than traditional returns. Orders are guaranteed to arrive in perfect condition at the shipping address provided. If the chocolates do not meet expectations upon arrival, Customer Care should be contacted within 30 days of receipt to request help. The request is typically handled as a replacement or exchange rather than a return for refund, reflecting the perishable nature of chocolate products.
To support a quality claim, it is generally expected that the report includes a clear description of the issue and photographs that show the condition of the items and packaging. Claims submitted without adequate supporting details may be considered ineligible for reshipment. When a claim is accepted, GODIVA may reship the same item or provide a replacement of equal or greater value. Replacement shipments are typically sent within about 10 days. GODIVA may also limit replacements in some situations, particularly if repeated claims are made for the same customer or address.
Traditional returns and refunds are not offered for these perishable items. As a result, customers should plan purchases carefully, especially for gifts, warm-weather delivery windows, and time-sensitive events. It is also important to inspect the shipment promptly upon delivery so any concerns can be documented and reported within the 30-day window. Keeping the shipping box, inserts, and product packaging until satisfaction is confirmed can make it easier to provide photos and order details if a claim is needed.
Delivery accuracy affects eligibility. The guarantee applies only to correctly addressed orders. If a carrier must reroute a package, or if delivery cannot be completed on the first attempt, GODIVA may not be responsible for the final condition of the chocolates. Failed deliveries can occur when an incorrect or outdated address is provided, when the recipient is unavailable, or when a corrected address is not supplied within a short timeframe after the first delivery attempt. In these cases, additional charges may apply for reshipment or carrier relabeling when a package is returned or rerouted due to address issues.
For the fastest resolution, Customer Care should be contacted as soon as a problem is discovered. When reaching out, it helps to have the order number, delivery date, recipient name, and shipping address available, along with photos taken in good lighting. Customer Care can confirm whether the situation qualifies for a replacement or exchange and can advise on next steps for shipment issues, damaged items, or quality concerns. If the concern involves delivery attempts or address corrections, contacting support quickly can also reduce the risk of spoilage or extended transit time.
