FAQs

ORDERING

Placing an order online:

1. Select all item(s) for all recipient(s) and add to your shopping bag. If you change the quantity of an item in your shopping bag, you must click on "Update Shopping Bag." Once you are finished shopping, click on "checkout" to start the order process.
2. Log into your account or if you are not yet a member and wish to join, click on "register for an Account". If you would rather place your order without logging in or registering, enter your billing information for the credit card you are going to use. Click on "continue."
3. If you have more than 1 item in your shopping bag, choose "Only One Recipient" or "Multiple Recipients." Click on "continue."
4. *** Please note: If you are logged into your account, your address book will come up at this time, please click on all the recipients that you are shipping items to. Click on "Continue."
5. Enter the shipping information for your first recipient.
6. Click on which item(s) you want shipped to this recipient.
7. Choose your "Shipping Method" and "Arrive By Date." Click on "continue".

8. Gift Message: Choose either "Option A" or "Option B" for your gift message.

   Option A:
   Click on "View Cards" to view our entire selection of cards -- a new window will open with different selections to choose from. Then choose a card and click on "Personalize & Order." Or, if you wish to select our current best selling card, click on "select this card" and you will be taken directly to this card where you can start the personalization process. Enter your gift message and click on "Review & Order." Click on "Place Card Order." It will bring you back to the original page and then automatically continue.

   Option B:
   Enter your gift message and click on "continue."

   ***Please note: YOU MUST ENTER YOUR NAME IF YOU WANT IT TO APPEAR ON THE GIFT MESSAGE.

9. Continue with steps 7 thru 11 until all recipients are complete.
10. Then you will be on the "Review" page. Please review all the information to be sure it is correct. If it is correct, click on "continue". If you need to make changes, please click on the appropriate "edit" button and change the information that you wish to change. When you are satisfied with your order information, click on "continue."
11. Choose your payment method. Click on "continue".
12. Enter your credit card or your gift certificate information. If the order amount exceeds the gift certificate amount, you will be prompted to enter a credit card.
13. Click on "Submit Order."

You will receive three emails from us regarding this order. The first email, the Order Receipt, will be sent to you within a few minutes. This email lets you know that your order is being processed. The second email, the Order Confirmation, which will be sent to you within 2 hours, will give you the details of your order and your Godiva order number. The third email, the Shipment Confirmation, will be sent to you when your orders ships, this email will give you the tracking information for your order.

Ordering using the on-line catalog order form:

You can use your catalog to help you shop on-line at Godiva.com.

1. Click on the link called "Catalog Quick Shopping"
2. You will be asked to enter in your Customer Number and Key Code, found on the back of your catalog in a yellow box (this information is optional).
3. Enter your catalog Item Numbers in the spaces provided.
4. Once these numbers are entered, click "Submit."
5. You will be prompted to choose the quantity for each item you chose.
6. Click on the button called "Add to Shopping Bag."
7. Proceed with the rest of the checkout.

CUSTOMER SERVICE: (Customer Service is available 7am to Midnight eastern time, seven days a week, please call toll free 1-800-9GODIVA (1-800-946-3482)).

What if I do not receive my order confirmation by email?

We download orders once an hour from the Internet. You will receive an email order confirmation at the time it is downloaded if the order went through successfully. You will receive three emails from us regarding this order. The first email, the Order Receipt, will be within a few minutes. To let you know that your order is being processed. The second email, the Order Confirmation, which will be sent to you within 2 hours, will give you the details of your order and your Godiva order number. The third email, the Shipment Confirmation, will be sent to you when your order ships, this email will give you the tracking information for your order. If you do not receive your confirmation, please call us at (800) 946-3482.

How do I cancel an order?

If you would like to cancel your order, simply call us at (800) 946-3482 or email your name, address, phone number and order number to letters@godiva.com.

Do you charge sales tax?

By law, we must charge sales tax on shipments to any state listed on our sales tax page. Please click here to see a list of these states.

What forms of payment do you accept?

We accept the following methods of payment for online orders:

• American Express
• VISA
• MasterCard
• Discover
• Godiva Online Gift Certificates
• Godiva Gift Cards

How can I search for a specific item?

There are three ways to search for a specific item.

• Type in the item name or item # for the product you are looking for.
• Enter a keyword that describes the item you are looking for (i.e. truffles, biscuits, coffee, etc.)
• See a list of all products by clicking on the "shop online" button and then clicking on "see all products."

Can I delete items from my shopping bag if I change my mind?

During shopping and at the beginning of the checkout process, you can delete any item you choose not to purchase. Simply change the quantity to "0" (zero) and click on "update shopping bag."

SHIPPING

What is your shipping policy?

We take as much care in shipping your Godiva order as we do in making our delicious confections. We offer Overnight (1 business day), Overnight Saturday, 2nd day (2 business days), Express (up to 3 business days) and Standard (up to 7 business days) delivery options. You can also specify the delivery date that works best for you, although we can only guarantee a specific delivery date if the overnight shipping option is selected. Because temperatures vary across the country, we may choose to not ship over the weekend in order to ensure premium quality upon arrival. For this reason, we cannot guarantee Monday deliveries to all locations.

What are your shipping costs?

CATALOGS

How can I receive catalogs?

If you would like to receive our catalogs, either click here http://www.godiva.com/customer/request_catalog.aspx to request our catalog via our online form, send an email to letters@godiva.com with your name and address, or call us at 1-800-9GODIVA. Please note that we only ship our catalogs within the United States.

CARING FOR YOUR CHOCOLATE:

How long will Godiva Chocolates keep their fresh taste?

Godiva Chocolates will stay fresh tasting at room temperature for up to 2-3 weeks, as long as they are kept away from heat and humidity. Specifically, the temperature should not exceed 70 degrees (F) and the relative humidity should remain below 60%. Avoid direct sunlight.

How should I store the chocolate if I want to keep it fresh tasting for more than two weeks?

To store chocolate for up to two months, place package in two plastic bags, close tightly and refrigerate. To store chocolate for up to six months place package in two plastic bags, close tightly and freeze.

What is the proper way to "thaw out" the chocolate once it is taken out of storage?

Keep chocolates in plastic bags until the entire package has attained room temperature. Minimum thawing times for one box are:

• Refrigerator - 2 hours
• Freezer - 6 hours

COOKIES:

Why is my shopping bag still empty after I added an item?

It sounds like your browser isn't accepting or supporting the "cookie" used by Godiva.com to create your shopping bag. Netscape 3.0 (and higher) and Internet Explorer 3.0 (and higher) both support cookie technology, but if your browser asks you whether or not to accept a cookie from the Godiva website, you will still need to answer "yes" in order for it to work. If you are using one of these browsers or a more recent version and it has not asked you about cookies or you answered yes and it still did not work, then the last possible fix is to try re-entering the website at this URL: http://www.godiva.com. Sometimes, a cookie just doesn't get delivered properly the first time around.

SECURITY:

Is online shopping secure?

At Godiva, we ensure a secure server ordering process with Verisign. To make purchases online at Godiva.com, you must allow your computer to accept "cookies" if it asks. Computer "cookies" are safe and are simply the best way for us to offer you the most enjoyable and hassle-free online shopping environment.

PRIVACY:

What is Godiva's privacy policy?

Godiva's website is owned and operated by Godiva Chocolatier, Inc. Your privacy is important to us.

If you have any questions about our Privacy Policy, you can contact us at letters@godiva.com. We'll be happy to answer your questions or hear your concerns.

This privacy policy is effective as of 9/1/02. Please click here to see our entire policy.

GODIVA GUARANTEE:

Service at Godiva begins from the moment you place your order. When you send a gift of Godiva Chocolates, you can be assured that it will arrive in perfect condition. And, when changes in climate or destination require extra care, our chocolates are packed appropriately in climate-controlled packaging. However, if for any reason your order does not meet with your satisfaction, simply return it to us for a prompt, courteous replacement, exchange or refund.