FAQ

Product Information

Can I consume a product after its use-by date ?

Our macarons can not be consumed beyond the 4 days following the packaging date. Our pastries are to be eaten on the day of their purchase. For all other products (jam, dragées, tea, marshmallows, etc), the date of minimum durability is indicated on the packaging.

Client Account

How do I create an account ?

To subscribe, please complete the registration form by clicking here
You can also access this registration form after the summary of your shopping cart.

How can I update my personal details ?

To update your personal details, you need to log into your account with your email address and password, then in the section "My Account", click "My informations"

How can I unsubscribe from the newsletter ?

You can decide to stop receiving our newsletter by clicking on the link "Unsubscribe" at the bottom of each mail you receive from us. 
You can also unsubscribe when logged into your account, in the section "My account", "My subscriptions".

Orders

How do I place an order ?

You can order our products from this site by clicking on the tab "Online shop". After having chosen your shipping mode and products, you must add them to your shopping cart. You then need to log into your account by entering your email address and password. If you haven't got an account yet, you need to fill out the registration form. Enter your delivery address and billing address. If you would like to do so, you can join a personal message to your order. You must then accept our general terms and conditions of sale before proceeding to secured payment. Once your order is accepted and the online payment is made, a confirmation email is sent to you. It contains your order number.

Can I choose my own assortment ?

You can arrange your own box. You must "Clear" the box, then choose your wanted flavours by clicking on them. The chosen flavour will automatically be registered in the box.

I have not received an order confirmation email.

If you haven't received a confirmation email, then it was maybe placed in the spam section of your electronic mailbox. If the problem persists, do not hesitate to contact us using our contact form. You can also check your order status in "My account" --> "My orders".

Can I change my order content ?

As long as the payment is not completely registered, you can change your order content by accessing your shopping cart. Once the payment is registered and accepted, you will not be able to change your order, except for a similar article at the same price (for example, it is possible to replace a box of rose tea by a box of caramel tea), by using our contact form. Your change request must reach us at least 48 hours before the scheduled delivery date. You can not add articles to an order previously accepted and registered.

Can I cancel my order ?

You can cancel your order only by using our contact form. Your request must reach us at least 48 hours before the scheduled delivery date.

I would like to order a present for a close relation.

We take the greatest care of every order we receive. Ladurée offers you the possibility to write a personal message for your addressee. No invoice is sent with the shipment. Only a preparatory bill is handed with the package.

Payment

Which online payment options are available ?

Only payments by credit card are accepted for an online payment. We accept payments by Visa, Mastercard, PostCard and American Express. Ladurée gift vouchers can not be used for online payments.

Is payment secure ?

The payments made on our website and the information related to your order are secured. This information is crypted and protected by our online payment service.

Delivery

What information should I give for efficient deliveries ?

To guarantee the convenient proceedings of your order delivery, you should give us the most precise and complete information when you enter your delivery address. You should also ensure beforehand the presence of the receiver : all day for deliveries and at the expected time slot for a courier delivery. For companies, the shipment is handed to the reception desk. You must note that some hospitals refuse to take delivery of packages intented for patients or doctors.

What are your delivery speeds ?

For courier deliveries, you can select directly the time on the order.

For deliveries in Switzerland, the delivery date is GUARANTEED WITHIN 12hrs after leaving our workshop
Your online payment must be made before midnight to be taken into account the following day and shipped two days later. 

What are your delivery rates ?

We work with La Poste Suisse. Our costs are fixed and they depend on the amount of your purchases: CHF 18
Shipping is free for any purshase over CHF 65. 

How can I track the progress and delivery of my order ?

When your order is shipped, an email confirmation is sent to you, containing your tracking number. Another email is sent to you following the collection of your package at our workshop, followed by a delivery confirmation email when the package has been delievered.

What should I do if my order is damaged in transit ?

If you notice that your order is damaged at receipt, you can send us the corresponding pictures as well as the reason of your dissatisfaction, within the 24 hours following the receipt of your order. You should reach us through our customer department : salesch@laduree.com .

Others

Can I find all the products online ?

Our website offers a vast selection of the products available in stores. Nevertheless, some of our products are kept exclusively for deliveries and others can only be ordered by phone or directly in our stores (viennoiseries, personalized entremets...)