Frequently Asked Questions Frequently Asked Questions

Frequently Asked Questions

  • Product Information
  • Client Account
  • Orders
  • Payment
  • Delivery
  • Others
  • Contact us
  • Product Information
  • Client Account
  • Orders
  • Payment
  • Delivery
  • Others
  • Contact us

How long will the macarons last and how should I preserve them ?

For optimal taste, your Ladurée macarons are best kept in a cool place and consumed within 4 days of packaging date. Your macarons should be removed from the refrigerator 15 to 20 minutes before eating in order to enjoy their flavour fully.

What are the allergens included in your products ?

You can find on our website the ingredients and allergens used in our products, in the detailed description.

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.

Do you have gluten-free products and products without lactose/sugar ?

You can find on our website the ingredients and allergens used in our products, in the detailed description.

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.

Why should I create an account ?

Creating an account allows you to follow your order status, update your personal information, manage your password and follow our products through our newsletters.

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"

I have forgotten my password, how can I access my account ?

You just need to click on the link "Forgot your password ?" and enter the email address used for your Ladurée account. An email will be sent to you in order to set up your new passsword.

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".

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.

How can I add a message to my order ?

Ladurée offers you the possibility to add a personnal message to your order for free. This option is available after the summary of your shopping cart.

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".

Where can I find my order number ?

Your order number may be found in your confirmation email. You can also find it in "My account" --> "My orders".

I would like to check my order progress.

You can find 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.

I want to order a big amount of products, who should I contact

For any specific inquiry, please address an email to : salesuk@laduree.com.

Is an invoice sent with the package ?

No invoice is sent with the shipment. Only a preparatory bill is handed with the package.

Which online payment options are available ?

Only payments by credit card are accepted for an online payment. We accept payments by Visa, Blue Card, Mastercard 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.

When is the payment taken into account ?

Your bank account will be debited when your order is being shipped. At this point, you will receive an email confirming the shipment of your order and your invoice

What can I do if the payment is dishonoured ?

If your payment is rejected, your order is automatically cancelled. You should then go back to the section "My account", then select "Renew".

How can I receive a copy of my invoice ?

You can find your invoice in your account - your orders. You can also ask for it through our contact form.

How are macarons shipped ?

Our macarons are shipped with thermally insulating packagings to maintain an ideal temperature until delivery.

Where do you deliver ?

1/ With our partner urb-it, the delivery date is GUARANTEED to be delivered within two hours Monday to Sunday for following postcodes.* £15,00 

WC1, WC2, EC1, EC2, EC3, EC4, W1, W2, W8, NW1, N1, E1, SE1, SW1, SW3, SW7, W2, W6, W9, W10, W11, W12, W14, NW1, NW3, NW5, NW6, NW8, N1, N4, N5, N7, N16, N19, E1, E2, E3, E5, E8, E9, E14, SE4, SE5, SE10, SE11, SE14, SE15, SE16, SW2, SW4, SW5, SW6, SW8, SW9, SW11 


2/ The delivery date is GUARANTEED to be delivered within 24-48 hours Monday to Sunday for following postcodes.*£25,00 

The orders have to placed before 2pm. 

W3, W4, W5, NW2, NW4, NW10, NW11, N2, N4, N6, N8, N15, N16, N17, N22, E6, E7, E10, E11, E15, E16, E17, N22, E6, E7, E10, E11, E15, E16, E17, SE3, SE7, SE8, SE10, SE13, SE19, SE21, SE22, SE23, SE24, SE26, SW12, SW13, SW14, SW15, SW17, SW18, SW19 


We do not deliver the Channel Islands (Jersey / Guernsey), Isle of Man, Isle of Wight, Scottish Islands, Shetland Island and Faroe Island

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.

Can I pick up my order directly in a shop ?

With the Click & Collect You can choose to pick up your order in our store within an hour after your place your order on our website. We will be able to collect at :

- Ladurée Burlington: 71-72 Burlington Arcade, W1J 0QX London. We are opened Monday to Friday from 8:00am to 08:00pm, Saturday from 9:00am to 8:00pm and Sunday from 11:00am to 6:00pm.

- Ladurée Covent garden : 1, The Market - WC2E 8RA London. We are opened Monday to Saturday from 8:00am to 11:30pm and Sunday from 8:00am to 11:00pm.

- Ladurée La City: 14 Cornhill - London - EC3V 3ND. We are opened Monday to Friday from 8:00am to 08.00pm.

What are your delivery speeds ?

We work with our partner DPD company. By choosing home delivery, we guarantee you will receive your order within 1-2 working days from Tuesday to Sunday.

 

Our costs depend on the destination of your order in United Kingdom but do not depend on the amount of your purchases. All orders are subject to precise tracking by DPD, which will send an e-mail following the collection of your package at our workshop and a delivery confirmation email. 


1/ Orders delivered between Tuesday and Friday

The delivery date is GUARANTEED within 1-2 working days after leaving our workshop for orders placed before 2pm.* 

Delivery place for Britain, Wales and Scotland : £8,50 

Delivery place for Northern Ireland : £15,00 


2/ Orders delivered Saturday and Sunday

The delivery date is GUARANTEED in 24 hrs after leaving our workshop for orders placed before 2pm prior to the delivery date. 

Delivery place for Britain, Wales and Scotland :£15.00 

Delivery place for Northern Ireland : £15.00 


Express courier delivery


1/ With our partner urb-it, the delivery date is GUARANTEED to be delivered within two hours Monday to Sunday for following postcodes.* £15,00 

WC1, WC2, EC1, EC2, EC3, EC4, W1, W2, W8, NW1, N1, E1, SE1, SW1, SW3, SW7, W2, W6, W9, W10, W11, W12, W14, NW1, NW3, NW5, NW6, NW8, N1, N4, N5, N7, N16, N19, E1, E2, E3, E5, E8, E9, E14, SE4, SE5, SE10, SE11, SE14, SE15, SE16, SW2, SW4, SW5, SW6, SW8, SW9, SW11 

 

2/ The delivery date is GUARANTEED to be delivered within 24-48 hours Monday to Sunday for following postcodes.*£25,00 

The orders have to placed before 2pm. 

W3, W4, W5, NW2, NW4, NW10, NW11, N2, N4, N6, N8, N15, N16, N17, N22, E6, E7, E10, E11, E15, E16, E17, N22, E6, E7, E10, E11, E15, E16, E17, SE3, SE7, SE8, SE10, SE13, SE19, SE21, SE22, SE23, SE24, SE26, SW12, SW13, SW14, SW15, SW17, SW18, SW19 

What are your delivery rates ?

DPD : 1/ Orders delivered between Tuesday and Friday

The delivery date is GUARANTEED within 1-2 working days after leaving our workshop for orders placed before 2pm.* 

Delivery place for Britain, Wales and Scotland : £8,50 

Delivery place for Northern Ireland : £15,00 


2/ Orders delivered Saturday and Sunday

The delivery date is GUARANTEED in 24 hrs after leaving our workshop for orders placed before 2pm prior to the delivery date. 

Delivery place for Britain, Wales and Scotland :£15.00 

Delivery place for Northern Ireland : £15.00 

URB-IT :  1/ With our partner urb-it, the delivery date is GUARANTEED to be delivered within two hours Monday to Sunday for following postcodes.* £15,00 

WC1, WC2, EC1, EC2, EC3, EC4, W1, W2, W8, NW1, N1, E1, SE1, SW1, SW3, SW7, W2, W6, W9, W10, W11, W12, W14, NW1, NW3, NW5, NW6, NW8, N1, N4, N5, N7, N16, N19, E1, E2, E3, E5, E8, E9, E14, SE4, SE5, SE10, SE11, SE14, SE15, SE16, SW2, SW4, SW5, SW6, SW8, SW9, SW11 

 

2/ The delivery date is GUARANTEED to be delivered within 24-48 hours Monday to Sunday for following postcodes.*£25,00 

The orders have to placed before 2pm. 

W3, W4, W5, NW2, NW4, NW10, NW11, N2, N4, N6, N8, N15, N16, N17, N22, E6, E7, E10, E11, E15, E16, E17, N22, E6, E7, E10, E11, E15, E16, E17, SE3, SE7, SE8, SE10, SE13, SE19, SE21, SE22, SE23, SE24, SE26, SW12, SW13, SW14, SW15, SW17, SW18, SW19 



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

Our deliveries are taken over by DPD pr Urb-it. 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.

Can I change my delivery address or date once my order has been validated ?

You can change your delivery address or date only if the delivery time allows it. Your change request must reach us at least 48 hours before the scheduled delivery date, using our contact form. The new delivery address will have to be in the same country as the one initially registered when ordering.

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 : salesuk@laduree.com .

What should I do if an item is missing in my order ?

If an item is missing in your order, you should get in touch with our customer service through our contact form. Your inquiry should absolutely reach us within the 24 hours following the receipt of your order.

What should I do if my order has not been delivered ?

If a problem occurs during the delivery, please get in touch with our customer service using our contact form. Your inquiry should absolutely reach us within the 24 hours following the initially scheduled delivery date.

Can I return an item ?

For hygienic reasons, food products can not be taken back. For any other product, please get in touch with our customer service using our contact form.

How can I find your stores ?

You can find all our shops and restaurants by clicking here.

I would like to distribute Ladurée products, who should I contact ?

We invite you to get in touch with our dedicated service : lid@laduree.com

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...)
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