Your questions

CHAPTER 1: MY ACCOUNT

Creating my account

Creating an account is the first step in placing your order. It will enable you to place subsequent orders more quickly, and to track your orders.
To create an account, simply click on « My account », then on « Create an account » and enter a valid email address.
It is obligatory to create an account in order to place your order.

I am a member of the Carré des Passionnés

As a member of our ‘Carré des Passionnés’ loyalty scheme you are qualify for a number of benefits. Every online order allows you to build up « carrés » or credits and benefit to 50% of the delivery in France from 50€ purchase.
To take advantage of this programme just enter your personal number (you will find it marked on your membership card), you will then be recognised automatically.
To download our gift brochure and to know our general conditions, go to our website : www.lecarredespassionnes.fr

How do I change my registered details?

You can change your registered details at any time. Click on ‘My account’ and enter your email address and password.

I’ve forgotten my password

If you have forgotten your password just go to ‘My account’ on the identification page. Click on ‘Forgotten password” and enter your email address.
You will be sent an email with your password.

I’ve forgotten my email address

If you have forgotten your email address, contact our Customer Service by email (client@lamaisonduchocolat.fr) with your surname, first name, title and the email address to which you wish us to send your account information.

I want to change my email address

Go into your account using your old email address and password.
You can then access your account details; to change your email address, click on ‘Your email address’ and enter your new email address then confirm it. It will be registered immediately.

CHAPTER 2: PRESENTATION OF THE ONLINE BOUTIQUE

I can’t find pastries in the online boutique

Our pastries (macarons, tarts, eclairs, desserts) are not available online. These products are simply too fragile to be shipped to customers.

How do I choose my chocolates?

To choose your chocolates you can use the navigation buttons on the top of the Boutique page.

CHAPTER 3: ORDERING PROCESS

How can I add a message to my gift?

Once you have selected your delivery address, you will see a field where you can add a message to your order.
This message will then be printed on a La Maison du Chocolat. message card.
Please note that if you do not sign your message, the recipient will not know who send the chocolates.

I want my order to be anonymous. What can I do?

You can either decide not to write a message, or write one without signing it.

How can I change a product on my order?

Once you have placed your order, it is recorded and cannot be modified. We therefore recommend that you check the contents of your order carefully on the "Summary of my order" page before processing the payment.

Can I change the address and/or the delivery date, once my order has been transmitted?

Any change is possible only as long as the order has not yet been given to the shipping company (for France, for example, that is the day before the required delivery date; please be aware that for countries other than France, more time will be required).
If you need to make a change, please contact our Customer Service as soon as possible. They will make any changes required, if there is sufficient time.

What information is required if I wish to contact the Customer Service by telephone?

Please have your order number ready, as well as the surnames and first names of the sender and the recipient.

May I contact your customer service by email?

To contact our Customer Service, please use the following address: client@lamaisonduchocolat.fr

How can I use the "Advantage Code"?

On the ‘Shopping Basket’ page you will see a field entitled ‘Code Advantage’ for this purpose. The reduction will be calculated automatically, either in Euros or as a percentage.

Can I collect my products myself from a shop?

The orders placed on our website can only be delivered to your home or to your business address.
If you wish to place an order and collect it from one of our shops, please contact the shop concerned directly.
You will find the addresses of our shops under the heading "Our boutiques" in www.lamaisonduchocolat.com

How can I receive a copy of the invoice of my order?

You can send a request by email or telephone Customer Service: for this you will need your order number.

I wish to send chocolates as a gift but I do not want the recipient to receive the invoice.

The invoice is attached to the "Notification of order confirmation" email which is only addressed to you.
The recipient will receive only the message card attached to your parcel.

CHAPTER 4: CUSTOMER SERVICE

What are the opening hours of Customer Service?

We are at your service from Monday to Friday from 9.00 am to 5.00 pm.
You can contact us either by email (client@lamaisonduchocolat.fr) or by phone on the following number: 00 33 1 55 51 83 18.
You can also write to us at: La Maison du Chocolat, 41-43 rue Paul Lescop, 92000 Nanterre, France.

Do you do same-day delivery?

We can organise same day deliveries exclusively in Paris by courier.
This service however is available only by phone on 33 1 55 51 83 18, and for orders placed before 1 pm (Paris local time).

How can I send an order to a country that is not listed on your website?

If your country of delivery does not appear in the list located on the homepage, that means that we do not deliver to this country:
- Either because the shipment of perishable goods is forbidden,
- Or because of high temperatures, the high humidity level, or high import taxes.
For any information concerning a particular country, please do not hesitate to contact us.

How do I proceed if I need to make a complaint, or add a comment to my order, my products or my deliveries?

An online form is at available for these purposes in the "Contact us" section (located at the foot of the page).
Simply go into "Customer Service" and fill in the form.
We will answer you as soon as possible.

CHAPTER 5: PAYMENT METHODS AND SECURITY

Which payment methods are accepted on the website?

Only credit card payments are accepted on the website. Payment by cheque or bank transfer is not possible.

Which credit cards do you accept on the website?

In the French boutique, we accept the following credit cards: VISA, MASTERCARD, CARTE BLEUE, JCB and AMERICAN EXPRESS.

Is payment on your site secure?

You can pay for your purchases in complete confidence on our Website.
In fact, we use the SSL encoding system, which guarantees you maximum security.
Your encrypted banking data is transmitted directly to our bank, BRED Banques Populaires and is not retained under any circumstances.
If you would like further information regarding Internet payment, please do not hesitate to contact our Customer Service: 00 33 1 55 51 83 18.

CHAPTER 6: SHIPPING CONDITIONS AND DELIVERY

Which shipping company do you use for your deliveries?

The only shipping company we use from France is UPS.
This company guarantees high quality transportation and conservation of our chocolates.

What are your delivery tariffs?

All our delivery tariffs can be accessed under the heading "Delivery", located on the left- hand side of each page of the online shop.

Are Paris deliveries made by courier?

All orders placed on the Website are delivered by UPS, even those for Paris.

What information do I have to give to be sure that the delivery will be made on the required date?

All additional delivery information as well as the address can be of use to our shipping company.
Please do not hesitate to let us know: the door security code/ the floor number/ the intercom/ the mobile phone number of the recipient/ special access information.

If the recipient is absent when the deliveryman arrives, is there a second delivery?

If the recipient is not there, UPS leaves a note and will come back for a second delivery the next working day.
After 3 unsuccessful deliveries, the parcel is sent back to us.