FAQ's

What if I have a query or comment about Green & Black’s products or services, other than those on the online shop?

If you have a question, comment or query concerning Green & Black’s products or services not specifically concerned with products for sale or purchased via this site please Contact Us or visit the FAQ's section on the main Green & Black's Organic website.

Can anyone use this site?

Anyone can use this site to send Green & Black's Chocolate gifts. Green & Black's Direct Gifts containing alcohol cannot be bought by any person under the age of 18 years old; and cannot be sent to anyone younger than 18 years. Gifts containing alcohol are clearly labelled in the product description. We reserve the right to decline an order for organic gifts containing alcohol if we believe the person ordering or receiving the organic gift is below 18 years of age.

How much does delivery cost?

Our standard delivery charges are calculated at checkout and are based on the overall cost of your purchase. If the total price of the goods you have bought is £10 or below then delivery is charged at £3.95. If the total price of goods bought is over £10 then the delivery charge is £5.50. At checkout you will be given the option to upgrade to a next working day delivery (available on orders placed Monday to Friday before 3pm GMT) as well as named delivery date which costs £6.50 (UK mainland only excluding Highlands & Islands, Northern Ireland, Channel Islands). Please note we do not deliver on a Saturday or Sunday. If the total price of goods bought is over £500 then the delivery charge is £50.00 and an additional £30.00 for next day delivery and a named delivery date.

Do I have to register my details before viewing this site?

No, the only time we need to take details from our customers is when they actually become customers, i.e. when they pass through our checkout. If you merely want to browse our organic chocolate gift range then you do not need to register. However once you are registered you will be able to use our 'Fast Track' ordering system on subsequent visits.

How do I search for the most appropriate chocolate gift?

There are two main areas of our site: ‘GIFT RANGES’ and ‘MAKE YOUR OWN’. You can reach these via the navigation on bottom of the screen or from the main banners on the front page of the shop. The simplest way to search for organic chocolate gifts on the Green & Black’s shop is to view the full range. Alternatively use the SEARCH icon located on the top right hand side of the page.

How can I pay for my organic chocolate gifts?

The site accepts payment from all major credit/debit cards including VISA, Mastercard, Switch, Delta and American Express. Please note we do not accept Visa Electron Cards. Our site is fully secure, using a Secure Trading server with state of the art encryption and secure sockets layer (SSL) technology. We do not store your credit/debit card details online.

If you would prefer not to send your payment details over the Internet you can pay over the phone on the Green & Black’s Direct order line. Call 0870 242 2597 Monday - Friday 9.00 a.m - 5.00 p.m. We also accept payment by cheque. Please call the helpline for details of this payment option.

What will appear on my credit/debit card statement?

Your credit/debit card statement will read ‘Green and Black’s Direct’.

If I order several weeks in advance when does my credit/debit card get charged?

The full cost of your Green & Black's Direct chocolate gift plus delivery charge will be debited from your card once you confirm your order.

How will I know when my order is processed?

As soon as you place your order you will receive an email from us, informing you that your order has been received and is being processed. This email will contain your order summary and order number. You can check the progress of your order at any time by visiting the ‘My Account’ section of the site page of our site. A couple of days before your requested delivery date you will receive another email informing you that your order has been despatched to your chosen recipient.

On some occasions we may be unable to proceed with an order. This will be notified to you by email. If you feel that your order has been unjustly failed, please place another order using a different form of payment or Contact Us at 0870 242 2597 Monday - Friday 9.00 a.m - 5.00 p.m.

What if I've made a mistake on my order?

If you have made a mistake on your order please ring our helpline on 0870 242 2597 (Monday - Friday 9.00 a.m - 5.00 p.m) and we will do our best to correct it for you.

How quickly will my goods be delivered?

You can choose to have your chocolate gift delivered next working day. Please note this service is only available on orders placed before 3pm (GMT) Monday to Thursday and is applicable to UK mainland only (excluding Highlands and Islands, Northern Ireland and BFPO addresses). On all other organic chocolate gift orders you should allow three working days although most orders are delivered before this. At peak delivery times such as Christmas or Easter normal deliveries may incur delays and we would advise that orders placed for special occasions are made in good time.

What days can you deliver on?

Most deliveries are made Monday to Friday. No deliveries are made on Sundays or Bank Holidays. Orders made over a weekend will be processed on the Monday. Any orders placed over a weekend requiring next day delivery will be dispatched on Monday for delivery on Tuesday.

Where can you deliver to?

Chocolate Gifts from Green & Black's Direct can be sent to any UK address; the Channel Islands and British Forces Post Office (BFPO) addresses. Please allow extra delivery time when sending organic chocolate gifts to more remote parts of the UK and outside mainland UK, for instance the Highlands and Islands, Northern Ireland & BFPO addresses. Multiple delivery addresses - If you would like to place an order for a number of gifts to be sent to multiple addresses and recipients you can either complete the addresses at the checkout or just give us a call. We’ll be happy to discuss your delivery requirements. To make it easier, we can forward you a spreadsheet template which can be completed and emailed back to us. International delivery addresses - We’ll try our very best to arrange international deliveries for all orders. However please be aware that different delivery charges apply along with extended delivery times. In addition, local restrictions may apply. Green & Black’s Direct is unable to take responsibility for the actions of local customs; courier or postal systems operating in the country of destination; nor changes in temperature during transit which may have a detrimental effect on the gift being transported. Consequently, Green & Black’s Direct is unable to accept liability if your order is delayed or damaged during delivery and by placing your order, you accept that local customs may also levy additional local taxes. Please contact us to discuss international delivery.

What happens if there is no one in to receive the delivery?

If there is no one in to receive the parcel then the carrier will follow any delivery instructions given by the sender i.e. “Leave with neighbour or in porch”. These instructions can be entered at the order stage. Where chocolate gifts cannot be delivered they will be returned to the local delivery depot - either a Royal Mail depot or one operated by our couriers. In both instances a card will be left at the recipient address notifying the occupier that a delivery was attempted. Collection details and/or options for a redelivery at a convenient other time will be provided on the card. Organic chocolate gifts that cannot be delivered (incorrect addresses, 'gone-aways', no response from recipient following delivery attempt etc) will be returned to our offices after two weeks. At this point we will notify the sender that the organic chocolate gift has not been delivered.

Why not send your organic chocolate gift to your recipient's place of work if you think they might not be at home to receive their gift.

How does the address book work?

Once you have placed an order on Green & Black’s Direct an account will have been opened for you. You can use this account number with your email address to create your own address book in which you can store as many addresses as you wish. You can edit your list at any time and use it to 'Fast Track' the order process when sending chocolate gifts.

What is your privacy policy?
How do I apply for a replacement?

If you need to contact us to arrange a replacement please call our customer care line on 0870 242 2597 (Monday - Friday 9.00 a.m - 5.00 p.m), or email feedback@greenandblacksdirect.com quoting the order number displayed on the gift card.

What are your terms and conditions?

See our Terms and Conditions section

Tell me about the packaging you use?

At Green & Black's we are keen to use packaging materials that are environmentally friendly and have the least impact to our world. We have strived where possible to use recycled materials and to work with our suppliers to understand the impact of various processes and materials.

Packaging and materials used in the Green & Black’s online chocolate shop include:
Outer Parcel: Constructed from 100% recycled board.
Gift Box: Made from 100% recycled board.
Gift Card: Printed on 100% recycled card.
Envelopes: Made from 100% recycled paper.
Brand Booklet: Made from 100% recycled paper.
Void Fill: Fully bio-degradable.

Can I order larger amounts of chocolate?

We are always pleased to hear from companies and organisations requiring larger amounts of chocolate. Please see our Corporate Chocolate Selection, phone 0870 242 2597 Monday - Friday 9.00 a.m - 5.00 p.m or email corporate@greenandblacksdirect.com

We offer various levels of discount depending on how much you spend with us. Please note that discount is calculated according to the total order value of product and excludes postage and packaging.

£250.00 to £499.99

2.5% discount

£500.00 to £1,499.99

5% discount

£1,500.00 to £4,999.99

7.5% discount

£5,000.00 to £9,999.99

10% discount

£10,000 +

negotiable discount


How can I contact you?

Contact us by using the form in our Contact Us section, email us on feedback@greenandblacksdirect.com or phone us on 0870 242 2597 Monday - Friday 9.00 a.m - 5.00 p.m. Our postal address is: Green & Black’s Direct, 2 Melmerby Green Road, Barker Business Park, Melmerby, Ripon, North Yorkshire, HG4 5NB.