Terms of service

TERMS AND CONDITIONS FOR THE GODIVA WEBSITE

1.    Parties and Content

These terms and conditions (the "Terms") apply when you ("you", "your"), as consumer acting outside of professional purposes, access and use our services or website (the "Website"), and order Godiva products offered for sale on the Website (the "Products") from us, the seller (when referring to us, we use the expressions "we", "us", "our"):

We are:

ESTARBRANDS LTD.

Incorporated and operating under the laws of The UK

Company number: 14499034 Registered in England Our HQ is located in The UK, at 1 Charterhouse Mews London EC1M 6BB.

(Please note that although this Website allows the sale of Godiva products, we, and not any Godiva company, are the seller of the Products below).

We invite you to read these Terms carefully as they contain essential information as to our obligations as seller, as well as your obligations and rights as buyer. These Terms also give you useful information regarding orders for Products made through the Website. We invite you to download and save a durable copy of these Terms on your device or to print them for further reference.

You can also find more information in our FAQ.

While using the Website, your personal data may be collected. All information in relation to the collection and processing of your personal data can be found in the Privacy Policy. While we are your main point of contact and responsible for the performance of your orders and your customer care, the data controller for your personal data will be Godiva UK LTD, a limited liability company incorporated and operating under the laws of England and Wales, with registered address in the United Kingdom, St. Martins House, 1st floor, 1 Gresham Street, London, EC2V 7BX (below, "Godiva"). As a result, any question or inquiry related to the processing of your personal data should be addressed directly to Godiva (using the e-mail address: privacy@godiva.com). Godiva's contact details can also be found in the abovementioned privacy policy.

2.    Contact information

These Terms govern the relationship and contracts concluded between you and us.

You can contact us using the following means of communication:

  1. By e-mail at: customerserviceuk@godiva.com
  2. By phone call at: +44 800 028 0787

3.    Your use of the Website and Accessibility

3.1      Accessibility. You will be able to use the Website provided that the computer or device, and browser you use meet the following requirements:

  1. Java Script enabled web browser: Internet Explorer (version 8.0 or better), Mozilla Firefox (version 22 or better) or Google Chrome (version 27 or better);
  2. Your computer or device has a minimum screen resolution of 1024/768 pixels.

3.2      Issues using the Website. While we will do our best to ensure that the Website is up to date and is accessible at any time, We cannot prevent exceptional service interruptions or mistakes to arise on the Website, which prevent your normal use of the Website. In these cases, we will remedy the issue in a timely manner. Provided that these issues remain exceptional, we cannot be held liable in any way towards you if you cannot temporarily use the Website or any of its features, including for service interruption, slowing down, accessibility issues, corruption, destruction or loss of data.

3.3     Linking to a third party website. On the Website, we may be referring or provide links to other websites that are operated by third parties. These links are provided for information purposes and we do not endorse or explicitly approve the content of these third party websites.

You may, when using the Website, click on these links and be redirected to a third party website. We will normally inform you when you are leaving our Website and access a third party website.

Once you access a third party website, you acknowledge that we cannot control and are no longer liable for the functioning, content, features of that third party website. We can never be held liable for any issue you would meet using a third party website, such as for accessibility issues, corruption, destruction or loss of data, or any other damage you may have suffered from your use of that third party website.

4.    Purchasing Products on the Website

4.1      The pictures of the Products displayed on the Website are for information purposes only. We invite you to read the Product descriptions carefully as well as their specification before ordering them. You can always contact us if you need more information on one or several Products by using the contact information referred under Clause 2.

4.2      The Products we offer for sale remain our property until you proceed to full payment in accordance with the order procedure set out under Clause 8. After payment is executed, all property rights on the Products will be passed on to you.

4.3      The Products generally offered for sale on the Website may become temporarily or definitely unavailable. While we are providing our best efforts to keep the Website up-to-date, some of the Products you intend to order may no longer be available at the time of your order.

In such cases, you will be informed on the Website at the latest on the time you place an order. In the event that you placed an order and we failed to inform you in time regarding the Product's availability, we will cancel your order at no cost and refund you the price of your order using the same means of payments as the ones you used to place your order.

5.    Places of delivery

5.1      These Terms apply to your orders for which your delivery address (or the recipient's delivery address) is located in the United Kingdom.

5.2      Delivery Restrictions. You can only place orders with a delivery address within the United Kingdom, excluding the Isle of Man and the Channel Islands.

6.    Prices

The prices of our Products are indicated inclusive of taxes (VAT and any other applicable tax).

The costs for delivery and dispatching the Products will be displayed separately on the Website. you will be informed of these additional delivery and dispatching costs, if applicable, at the latest before you confirm your order on the Website.

The prices of our Products can be amended from time to time, but you will pay the price displayed on the Website for the Products ordered at the time you confirm your order. If there has been an error on the prices displayed on the Website, we will reach out to you as soon as possible and you will have the right to cancel your order at no additional cost.

7.    Creating and using an account on the Website

7.1      You do not need to create a personal account in order to use the Website and validly place an order for Products.

7.2      However, you have the possibility to create your personal account (the "Godiva Account"), free of charge, by signing up on our Website following these steps:

(a)      providing the following information:

  • Your first name and surname;
  • your billing address;
  • your delivery address;
  • your e-mail address;
  • A password.

By creating a Godiva Account, you will be communicating some of your personal data. In order to know what data we collect and how we use it, as well as your rights on your personal data, you can consult our Privacy Policy available here.

(b)      You will then be required to accept these Terms.

(c)      Once your Godiva Account is created, you will receive an activation link in the e-mail address provided in your registration. After clicking on the activation link, you will be redirected to the log in page of the Website.

(d)      You are now connected to your Godiva Account and can start using it to place orders for Products on the Website.

7.3      If you have created a Godiva Account, you will be entitled to additional features such as:

(a)      Receiving discount codes to be used in your orders;

(b)      Pre-registered data for your orders (including favourite billing and delivery addresses);

(c)      Creation of a shopping list, in which you can save your favourite Products for further orders;

(d)      View your order history;

(e)      Additional means of payment (including the possibility to pay for your orders on delivery).

7.4      You can only create one Godiva Account per person. If we suspect that you have created multiple Godiva Accounts, we reserve the right to terminate them immediately.

7.5      Your Godiva Account is personal and only you can use it. You agree not to communicate your password or to otherwise grant access to your Godiva Account to anyone else.

7.6      You have the right to close your Godiva Account at all times, without incurring any fee, by sending us an e-mail using the contact information under Clause 2. While we will do our best to process your request smoothly, it can take up to 14 days from the date of your request before your Godiva Account is validly closed. You remain free to use your Godiva account during this period.

7.7      When using your Godiva Account, you agree to comply with these Terms at all times. We have the right to terminate or suspend your Godiva Account if you or if we suspect that you:

(a)      Use your Godiva Account for fraudulent purposes;

(b)      Breach these Terms or applicable laws or regulations;

(c)      Breach the right of third parties (such as re-using materials on the Website that are protected by intellectual property rights);

(d)      Use your Godiva Account in a manner that harms or is susceptible to harm our commercial interests for no justified reasons (such as, posting multiple negative reviews or using fake delivery addresses).

8.    Order conditions and process

8.1      You can order and purchase Products on the Website if you are at least 18 years old and have a valid means of payment accepted on the Website.

8.2      When you order one or several Products on the Website, the following order process applies:

(a)      You click on the Product you want to order and are redirected on the Product's page;

(b)      You add the Product to your "Basket" by clicking on the dedicated "Add to Basket" button;

(c)      You will be redirected to your order summary, containing the Products that you've added to your Basket (type and quantity), if applicable, a gift from us, the applicable delivery costs and the price (inclusive of all taxes). You will also have the possibility to enter promotional or rebate codes in the dedicated space.

If you want to continue browsing the Website for other Products, you can click "Add another Product". In that case, the order process starts back at point (a) above. If you want to finalise your order and then proceed to payment, click on "Pay Now" to be redirected to the next order page (see point (d) below).

(d)      You will be requested to enter your delivery address details. On this page, you can also indicate the recipient of the Products (if this is not an order you make for you), pick an occasion for sending the Products to the recipient (for example, a birthday or a departure gift) and leave a message or a note to the recipient. Once completed, you can click on the button "Continue with billing information" to be redirected to next page (see point (e) below);

(e)      You will be requested to enter your billing address details, if these are different from your delivery address details.

You will then have the possibility, but not the obligation, to opt-in to our newsletter by clicking on the dedicated box.

Below, you will have the occasion to read these Terms once again and confirm that you accept these Terms by clicking on the dedicated box. Please note that you will need to tick this box to finalise your order and proceed to payment.

After completing these steps, click on "Pay Now" to be redirected to the next page.

(f)      You will be requested to select your means of payment and tick the relevant box. You will then have to click on "Pay now" and enter the details of your means of payment. Once you have completed the relevant details, you will need to click on "Yes, I confirm Payment". Once you click on this button, you will confirm that a valid contract is entered between you and us and you will automatically proceed to payment through the means of payment entered.

(g)      You will then be redirected to the payment interface operated by our third party payment service providers (see details under Clause 9.1) and once the payment is successfully processed, you will be directed back to the Website.

(h)      You will land on a confirmation page setting out your order details as well as the price paid and other information. Shortly after that, you should also receive an e-mail confirming your order and summarising your order details at the e-mail address referred in your order. Please note that your e-mail provider may treat e-mails from Godiva as junk e-mails. If you have not received your confirmation e-mail, please also check your junk e-mails on your e-mail account page. 

8.3      Your orders will be processed and dispatched to you or, if applicable, your recipient, by Movus Logistics Ltd, a private limited company incorporated and operating under the laws of England and Wales, having as company number 14905819, and with registered address in the United Kingdom, at Unit A, Station Approach, Waltham Cross, England, EN8 7LX. 

8.4      Our average delivery times are the following: the order can be delivered the day following your order if you placed it before 1PM (UK time and on weekdays instead of Friday) and agree to have the order delivered using the relevant delivery service. Please note that additional costs may apply for this faster delivery option.

Please note that there may be delays in your order due to events which we cannot control (postal/carrier delays, weather conditions, logistics issues) etc. In any event, we will inform you of any unexpected delay in your order and will commit to deliver your order within 30 days from its placement.

After your order is dispatched, you will receive an e-mail with a link allowing you to follow the status of your order.

8.5      If there is any issue with a delivery, We will be in touch with you using the contact information referred in your order. You can also reach out to us using the contact information set out under Clause 2 of these Terms or available when clicking on the "Contact Us" button on the Website. You will be required to enter your order number in order to allow us to proceed your query.

9.    Payment and receipt

9.1      Your payments for all orders placed on the Website are technically handled by a third party, Stripe Payments Europe Limited, a limited liability company incorporated and operating under the laws of Ireland, having as company number 513174 and with registered address in Ireland, at C/O A&L Goodbody, IFSC, North Wall Quay, D01 H1O4, Dublin.

9.2      By accepting these Terms, you agree that all of our receipts and invoices for your orders on the Website will be sent in electronic version only, at the e-mail address you indicated to us. If you wish so, you have the right to receive paper receipts and invoices instead, at no additional charge. You can make this request using the contact information set out under Clause 2 of these Terms or using our dedicated contact form available when clicking on the "Contact Us" button on the Website.

10.    Your withdrawal rights

10.1      Your rights, you have the right to withdraw, that is, cancel your order, within 14 days starting from the working date following your receipt of the Products (or if applicable, the recipient's receipt of the Products), provided that you have not opened the Products, without giving any reason and without any additional costs (except the costs for sending back the Products as explained below), and to obtain a refund for the cancelled order.

10.2      What you need to do?

In order to exercise your withdrawal right, you must:

(a)         Inform us of your decision to withdraw from your order by an unequivocal statement (e.g. a letter sent by post or e-mail). You may also use the model withdrawal form available at the end of these Terms, but this is not obligatory; and

(b)         You can contact us by phone at +44 800 028 0787 or send us your completed withdrawal form or statement by e-mail at the following e-mail address: customerserviceuk@godiva.com.  

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period of 14 days has expired. After completing one of these steps, and if you have already received the Products, you will be requested to return the Products to us following the steps described below.

10.3      How to return the Products?

In order to return the Products to us and obtain a refund, you must follows these steps:

(a)        Pack the Products and return only unopened Products, if possible in their original packaging and complete with original labels, accessories, instructions for use and warranty notices;

(b)        Please address all returns to: 

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

You can also create 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:


     a. In the Email field, enter your email address, and then click Continue.
     b. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
     c. Go back to the online store, and then enter a six-digit verification code.


2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. 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!)

You are free to choose the courier or delivery service you will use for returning the Products. You will have to pay any delivery fee incurred for returning If you use any other courier or delivery service instead of DPD UK.

(c)      The Products should be sent back to us within a 14 days period following the day which you have informed us of your decision to exercise your withdrawal right in accordance with Clause 10.2.

(d)      We will inform you shortly if there are any issue regarding your returned Products. You can also always contact us using the contact information set out under Clause 2 of these Terms or using our dedicated contact form available when clicking on the "Contact Us" button on the Website. 

10.4    Refund. We will refund the price you paid for the order within 14 days from the earliest of one of these dates: the date we have received your Products or the date on which you provided us with the proof that the Products were shipped).

We will refund the price you paid for the order using the same means of payment you used for the order, unless you have indicated another means of refund to us.

If you have paid a delivery fee for your order, we will refund the cost of a standard delivery to your country.

If you have chosen for a faster or more expensive means of delivery, the costs exceeding those of a standard delivery will remain at your charge. For example, if the standard delivery in your country costs £2.5 but you opted for an express delivery for £8, then we will refund you £2.5. However, if the Products delivered were incorrect or damaged, and you benefit from your legal guarantee rights as explained under Clause 11 below, you will be entitled to a full refund of your delivery fee, regardless of the delivery option chosen.

10.5       Damaged Products. You are only liable for any diminished value of the Products resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Products. We will have the right to withhold a part of the refund as compensation if the Products are damaged when returned.

11.    Promotional offers

We may make promotional offers on the Website from time to time, in relation to one or several Products that we selected. You will be invited to read carefully the terms for these promotions, including its duration and the Products concerned, as well as the reductions on the price for the Products if applicable. We raise your attention to the fact that these offers will be limited in time and concern different Products or advantages.

You are not allowed to benefit from several promotional offers at the same time for the same order of Products. If you get a promotional offer as a user of a Godiva Account, you are not allowed to transfer or otherwise give your advantage to someone else, share it with the public, or exchange it against cash or another advantage.

12.    Owner of the Website and Your rights in relation to the Website

12.1       The Website and its components (trademarks, logos, designs, photos, videos, music, text, etc.), as well as the trademark "Godiva", are the exclusive property of Godiva and may be subject to intellectual property rights (such as copyrights and neighbouring rights, design rights, trademarks, etc.). You cannot reproduce, use or display them elsewhere without obtaining our agreement or, as the case may be, Godiva's agreement. You may be subject to fines and criminal sanctions if you conduct any unauthorised action in relation to intellectual property rights.

12.2       In no event will accessing, exploring, using, storing and/or downloading contents of the Website be understood as a waiver or transfer (neither total nor partial) of any of the aforementioned rights by us or Godiva.

12.3       The Website and its domain name (DNS) are registered and owned by Godiva.

12.4       When you use the Website, we grant you a non-exclusive, non-transferable licence, for an indefinite period of time. We can terminate this licence at any time without having to state reasons. This licence gives you the right to access, display and download the content of the Website solely for the purposes of displaying it on your computer or device. You are also allowed to print a copy of the Website's content for your personal use (as defined under applicable laws), provided that you do not alter the content of the Website in any way and keep any mention of authorship and origin of the Website. You also agree not to circumvent technical protection measures on documents or medias. Reproduction is therefore only authorised for strictly private purposes, as defined under applicable law.

12.5       You will hold us and Godiva harmless from any third party actions claiming that their intellectual property rights have been infringed due to your lack of compliance with this clause.

13.    Liability

We do not accept any liability (whether based in contract, tort or other action) for any loss caused by your use of and reliance on any information on any part of the Website, or any commercial or business losses, or for any loss which is caused by you and does not result from our breach of these Terms.

Nothing in these Terms limits or excludes our or your liability for death or personal injury caused by negligence or for fraud.

14.    Disputes and applicable law

14.1       These Terms, as well as any dispute in relation to the conclusion, the interpretation, the execution or termination of a contract between you and us are solely governed by English law, and both you and we agree to submit to the exclusive jurisdiction of the English courts in the event of a dispute arising from or in connection with these Terms.

14.2       Should any dispute arise between you and us, We always try to find acceptable solutions with you. As a first step, you should always contact us on the "Contact Us" button on the Website.

15.    General

15.1       If you do not have a Godiva Account, the Terms applicable to your orders are those available on the Website at the time of your order. We may update these Terms from time to time for the following purposes:

(a)         Changes to the features offered in the Godiva Account (new services or benefits);

(b)        Compliance with mandatory laws and regulations, or for security reasons;

(c)         To prevent any cases of fraud or abuse of the Website.

15.2      If you have a Godiva Account, the same rule will apply but if we make any substantial changes to our Terms, we will provide you with reasonable notice. This will give you the possibility to review the changes made to the Terms. If you do not agree with the changes made to the Terms, you have the right to stop using your Godiva Account and close your Godiva Account immediately and at no additional cost.

15.3      If one of the clauses in these Terms are not valid or enforceable, this will not affect the remaining clauses of these Terms and these Terms will remain valid except for the non-valid or not enforceable clause.

15.4      If you breach these Terms and we do not take immediate action, this does not mean that we have renounced to our rights and we will always be able to act in the future.

15.5      These Terms are adopted and in force as from May 1, 2023.