Terms and conditions

Application and acceptance of the General Terms and Conditions of Sale

These general terms and conditions of sale ("GTCS") apply, without limitation or qualification, to all distance sales concluded by Pâtisserie E. Ladurée SAS, entered in the Lille Métropole Trade and Companies Register under no. 572 045 540, whose head office is situated at 344 Avenue de la Marne in Marcq-en-Barœul (59700) (the "Seller" or "LADUREE") to any non-professional consumer or buyer (the "Customer" or "You") who wishes to purchase the products offered for sale (the "Products") by the Seller on the www.laduree.fr website (the "Website"). They particularly specify the terms of order, payment, delivery and management of any refunds of Products ordered by the Customer on the Website.

"Customer" is defined exclusively as any natural person aged eighteen (18) or over acting as a consumer pursuant to the introductory article of the French Consumer Code, who agrees to complete the mandatory fields to register his order and has a delivery address situated in one of the zones covered by the Seller, such as set out in Article 5 of these GTCS. Therefore, these GTCS do not apply to legal entities acting for professional purposes pursuant to the introductory article of the French Consumer Code, nor to natural persons placing an order for the needs of their business activity. It is strictly forbidden to resell Products purchased on the Website.

The GTCS can be accessed at any time on the Website or on request to the email address contact@laduree.com. Since the GTCS may be subject to subsequent changes, the version applicable to the Customer's purchase is that in effect on the Website on the date the order is placed. This version will prevail over any other version or any other conflicting document. Therefore, LADUREE invites Customers to carefully read the GTCS in effect each time they place a new order.

Any validation of an order by the Customer implies full acceptance of these GTCS and the special terms and conditions of his order (products, quantities, price, delivery method and periods, etc). The Customer declares to have read and accepted them by ticking the box provided for this purpose before validating the order.

Products

Product Information

LADUREE takes great care in presenting each Product on the Website and sets out its sales description, quantity, price, the means of payment accepted by LADUREE, any delivery restrictions, as well as the notices required by the legislation in effect with regard to the nature of the Products (whether or not pre-packaged), thus informing the Customer of their main characteristics. LADUREE states the "date of minimum durability" on the Product packaging or on a leaflet issued with the Product. The Product photographs are not contractual and are provided for information purposes only.

Product Quality

LADUREE takes great care to ensure quality of the Products offered for sale on the Website. The Products are stored in optimum conditions and are prepared and packaged according to strict quality regulations.

Specific Conditions relating to Macarons

To enjoy at their best, LADUREE macaroons should be kept in a cool, dark place for no longer than four days from preparation of the box of macaroons, whose date is shown on a leaflet issued with the said box of macaroons. Macaroons shipped to the Customer's home are delivered in specific packaging that protects the food from all damage during transport. LADUREE draws its Customers' attention to the necessity to: • Check their availability on the day chosen for the delivery date. NOTE: LADUREE no longer guarantees the freshness of macaroons collected by the recipient more than 72 hours after their date of departure from the LADUREE logistics centre. • Put the macaroons in the refrigerator on receiving the parcel. • Not freeze the macaroons.

Allergy Warning

The food Products sold on the Website contain certain allergens specified for each Product in the "Allergies" section. Nutritional information for pre-packaged food Products (e.g.: chocolate, delicatessen products) is also given on the Product sheets in the "Nutrition Declaration" section. You can also contact our consumer service at the following address: customer.services@laduree.co.uk.

Product Availability

LADUREE reserves the right to change its offer and its range of Products at any time. LADUREE agrees to honour orders received on the Website only within the limit of stocks available. Exceptionally, a Product shown as available on the Website could be unavailable after final registration of the order. If the Product is unavailable, LADUREE will inform the Customer by email that his order has been cancelled and will reimburse the Customer within a period of thirty (30) days, unless the Customer expressly wishes to change his order to a replacement Product recommended by LADUREE.

Orders

Account Creation

To place an order, You must have opened a customer account on the Website, which requires entering personal data. For more information on the use of your personal data we invite You to read our Confidentiality Policy at the following address: www.laduree.fr/protection-de-donnees-personnelles.html. You confirm that the information provided to LADUREE is genuine, accurate and up-to-date. You can update and correct your data at any time in your customer account. All information provided by the Customer remains under his sole responsibility and any anomalies generated by the Customer cannot be attributed to LADUREE in the event that it becomes impossible to proceed with the order or to ensure a positive result. You must choose a login and a password to access your account, which You must not give to anyone else. LADUREE will not be liable for any loss or damage that occurs due to failure to protect your login or password. If You have forgotten your password, a functionality on the Website allows you to recover it using your email address.

Order Registration

The order is registered in the following way: - The Products are selected by putting them in the basket; - The delivery method is selected; - The content of the basket is validated; - The Customer is identified by creating or connecting to his customer account; - Information on the delivery is provided (method, delivery costs and periods); - Information on billing is provided; - The delivery terms are confirmed; - The order is checked and validated and the GTCS are accepted by ticking the box provided for this effect; - Information is given and the payment is validated. At each stage of the process of entering his order and before its validation, the Customer has the option to correct or change his choices. The information provided by the Customer on placing the order is binding on the Customer: if the Customer makes an error when entering his contact details or those of the recipient or the place of delivery, in particular, his last name, first name, address, telephone number, email address, door code or floor, with the consequence that the Products are lost, the Customer will be liable for payment of the lost Products and no compensation or refund will be granted. Before validating payment of the order, it is therefore the Customer's responsibility to check the accuracy of the order and to make any changes. Validation of the order by the Customer implies acceptance of all of these GTCS. From validation of the order by the Customer, the order is registered automatically. No change will be taken into account by the Seller.

Order Confirmation

LADUREE confirms receipt of the Customer's order by email to the address provided by the Customer in order to recap (i) the Products ordered, (ii) the address, (iii) the delivery date and method, (iv) the means of payment and (v) his order number. Any order placed by the Customer will only be final after receipt by the Customer of the order confirmation and after registration by the bank of the full price of the order, including delivery costs. The distance sales contract between the Customer and LADUREE is formed at the time of confirmation of the order by LADUREE. LADUREE reserves the right to cancel or refuse any order from a Customer with whom it is in dispute relating to payment of a previous order or who presents any form of risk in its opinion.

Changing the order

Any change to the order by the Customer after confirmation of the order by LADUREE is subject to the prior approval of LADUREE.

Order Proof

Confirmation of the order by LADUREE, the data registered by the Seller using the Website's automatic registration systems or by its distance sales service, as well as any email exchanged between the Seller and the Customer will be considered as proof of the nature, content and date of the transaction in the event of dispute between the parties and will be kept by the Seller for the required period in light of statutory limitation rules.

Price and terms of payment

Price

The Products are supplied at the rates in effect shown on the Website at the time of registration of the order by the Customer. Prices are expressed in euros, excluding tax and, where applicable, including taxes according to the VAT rate in effect on the day of registration of the order and excluding shipping costs. The costs of processing, shipping, transport and delivery will be billed in addition under the terms stated on the Website and calculated prior to validation of the order. Any additional costs to be added to the price of the Product(s) ordered must be subject to the Customer's express consent. The final price requested from the Customer corresponds to the total amount of the purchase, including these costs. The total price including taxes stated in the order confirmation sent by LADUREE is the total price of the order with taxes, including the price of the Products and additional costs, as well as transport costs. The prices displayed on the Website may be revised at any time without notice depending on prices of seasonal products and economic conditions. An invoice is drawn up by the Seller and is available in the customer account under "My account > My orders > Order details > see the invoice".

Payment (secure transactions)

The Customer acknowledges that placing an order inevitably involves payment at the time of the order by bank card or Paypal exclusively through a secure payment system of the Ogone company. The bank cards accepted for online payment are the following: debit cards, Visa, MasterCard and American Express. The Customer enters his card number, its expiry date and the cryptogram (composed of three or four figures depending on the card, situated on the back of the bank card) then validates the data or has the option to return to the previous page. The payment request is sent in real time via the Ogone secure payment system, which ensures that the bank card is valid (no input error, no objection) and confirms registration of the payment by issuing a transaction number or informs the Customer that the transaction has been refused. If the card is used fraudulently, LADUREE's liability cannot be incurred. If there are insufficient funds in the bank account, or the bank refuses payment, the order will automatically be cancelled and the Customer informed by email.

Delivery

Collect your order in our store within an hour

 

With the Click & Collect You can choose to pick up your order in our store within two days 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 Saturday from 8:00am to 08:00pm and Sunday from 11:00am to 6:00pm.

- Ladurée Covent garden : 1, The Market - WC2E 8RA London. We are opened Monday to Thursday from 9:00am to 11:00pm, Friday to Saturday from 9am to 11:30pm and Sunday from 9:00am to 11:30pm.

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


Free shipping for home delivery orders over £80

 

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. 

The delivery date is guaranteed within 1-2 working days after leaving our workshop for orders placed before 3pm. Allow 2 working days for deliveries the Channel Islands (Jersey / Guernsey), Isle of Man, Isle of Wight, Scottish Islands, Shetland Island and Faroe Island 

Delivery place for Britain, Wales and Scotland : £8.50 

Please note that Ladurée is set up as a food account, so if DPD are unable to deliver on the first occasion between 9am and 6pm and the parcel cannot be left safe or delivered to a neighbour the parcel will be disposed of for health and safety reasons. If the delivery fails for any of those reasons, Ladurée will not be able to resend the parcel or to process any refund. 

As the items shipped are classed as perishable, DPD are unable to take them to a Pickup shop as they do not allow food to go into stores.


Express courier delivery


With our partner Urb-it, your products are guaranteed to be delivered within two hours from Monday to Sunday between 9am and 6pm. Shippping costs are as follows:

£20WC2, EC2, W1, NW1, SW1, SW3, SW8, SW6, W6, W14, NW5, N5, N7, E14, SE17, SW4, SW5, SW9, WC1, EC1, W8, W9, W12, NW6, NW8, N1, N4, N19, E1, E2, S11, SE16, SW2, SW7, SW11, W2, W10, W11, NW3, EC3, EC4, SE1

£23

N16, E5, SE4, SE10, W4, E3, SE14, SE15, SE5, E8, E9

£25

SE8, SE22, SW10

£30

E6, E10, E13, E16, N6, N8, N10, N15, N17, N22, NW10, NW11, SE3, SE6, SE7, SE12, SE13, SE19, SE21, SE23, SE26, SE27, SW12, SW13, SW14, SW16, SW17, SW18, SW19, W3, W5, E15, E20, SE24, SW15

£36

E4, E7, E17, E18, N3, N11, N12, N13, N14, N18, N20, N21, NW7, NW9, SE2, SE9, SE18, SE20, SE25, SE28, SW20, W7, W13, N2, E11, E12, NW4, N9
* All the orders are subject to stock availability. 


Receipt

Receipt of the Products occurs when the Customer takes physical possession of the Products (the "Receipt").

 

The Customer must check the condition of the Products on their Receipt. In the event of missing, lost or damaged goods, the Customer must state his reservations:

·         to the Seller if the Products are collected from the Store via Click&Collect.

·         to the carrier if the Products are shipped or delivered by courier, specifying the nature and extent of the damage on the delivery slip.

 

The Customer will confirm the reservations he has made within three (3) days from Receipt, in writing (email or letter) to Customer Service. His complaint must be accompanied by a photograph clearly showing the damage to the Product. After this period, Products delivered will be deemed compliant and free of any defect.

 

LADUREE will refund or replace at its expense Products that are non-compliant or defective.


Transfer of ownership and risks

Ownership of the Products will only be transferred from the Seller to the Customer after registration of payment of the price by Ogone.

Risks will be transferred on Receipt of the Products. From this date, the Customer will assume full liability for all damage that the Products may suffer or cause. Therefore, the Products travel at the Seller's own risk.

Customer service

The Seller makes every effort to best meet the needs of its customers. However, the Customer may send any complaints to Customer Service:

- by letter: LADUREE UK Ltd - Standard road, Oakwood Business Park Unit 3A, NW10 6EX London, United Kingdom

- by email: customer.services@laduree.co.uk

- by telephone: during Customer Service opening times* on +44 (0)20 89 63 1193.

- online, by completing the form here.

*From Monday to Friday, from 9 a.m. to 7.30 p.m. and Saturday from 10 a.m. to 6 p.m.

If You are not satisfied with the response from our Customer Service, You can then contact the following mediator:

- by post: Médiation Franchise-Consommateurs (MFC), Fédération Française de la Franchise, 29 Boulevard de Courcelles, 75008 PARIS

- by telephone: 01.53.75.22.25

- by email: info@franchise-fff.com

For more information on the Franchise-consommateur mediation procedure: here
For reasons of food hygiene and safety, LADUREE will not accept any return or exchange of foods unless agreed by the consumer service beforehand. If the return is agreed, the Product must be returned in its original condition and packaging accompanied by proof of purchase. Shipping costs will be reimbursed on the basis of the rate invoiced and the costs of return in the case of complaint (except for exercising the right of withdrawal) will be reimbursed by LADUREE on presentation of receipts.

After analysing the situation, LADUREE will decide at its own discretion on a suitable arrangement, either a refund of the sums paid or a new delivery of the Products within thirty (30) days from cancellation of the order. By accepting such a replacement or refund, the Customer or any other party involved consents to waive any additional complaint that could be made, including in particular the payment of interest.

LADUREE IS NOT LIABLE FOR INDIRECT, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGE, INCLUDING, WITHOUT ANY LIMITATION, LOSS OF PROFIT OR INCOME ARISING FROM OR IN RELATION TO A BREACH OF THESE GENERAL TERMS AND CONDITIONS OF SALE OR TO A COMPLAINT AGAINST YOU BY ANY THIRD PARTY.

Cancellation right

The right of withdrawal does not apply to contracts concerning supply of the following Products:

(i) goods prepared according to consumer specifications or clearly personalised: this applies to all orders of pièces montées (wedding cakes), boxes of macaroons, logs, pyramids

(ii) fresh and perishable products such as macaroons, chocolates, pastries

(iii) goods opened by the Customer after delivery and which cannot be returned for reasons of health or hygiene.

For other Products, in accordance with the regulations in effect, the Customer has fourteen (14) days from receipt of the Product to exercise his right of withdrawal with the Seller, without having to give reasons or pay a penalty, in order to receive a refund or exchange.

The right of withdrawal can be exercised in writing on plain paper or using the withdrawal form, a template of which is given in Appendix 1 of these GTCS. An acknowledgement of receipt on a durable medium will immediately be sent to the Customer by the Seller.

Products must be returned within fourteen (14) days from notification to the Seller of the Customer's decision to withdraw, accompanied by the invoice, in their original packaging and in perfect condition so that they can be resold as new. Damaged, soiled or incomplete Products will not be taken back.

If the right of withdrawal is exercised within the aforementioned period, only the price of the Product(s) bought and the delivery costs will be reimbursed; the costs of return remain payable by the Customer.

The exchange (subject to availability) or refund will be carried out within fourteen (14) days from receipt, by the Seller, of the Products returned by the Customer under the terms of this Article.

Warranty

The Products sold on the Website comply with the regulations in effect in France. The Products benefit, as of right and pursuant to legal provisions, from the legal guarantee of conformity and from the legal guarantee against hidden defects.

 

1.        Legal guarantee of conformity

 

Pursuant to Article L. 217-4 of the French Consumer Code, LADUREE is obligated to deliver a Product that complies with the order and is responsible for non-compliance on delivery. According to Article L. 217-5 of the French Consumer Code:

 

"To comply with the contract, the goods must:

1. be suitable for the use usually expected from similar goods, and, where applicable:

-         correspond to the description given by the seller and possess the qualities that the latter presented to the buyer in the form of a sample or model;

-         present the qualities that a buyer may legitimately expect with regard to the public declarations made by the seller, by the producer or by its representative, in particular in advertising or labelling;

2. or present the characteristics defined by joint agreement between the parties or be suited to any special use sought by the buyer, brought to the knowledge of the seller and accepted by the latter".

 

When taking action under the legal guarantee of conformity, the Customer:

-         benefits from a period of two years from delivery of the goods to take action;

-         may choose between repair and replacement of the goods, subject to the conditions of cost provided for in Article L. 221-9 of the French Consumer Code;

is exempted from proving the existence of a non-conformity in the goods for twenty-four months from delivery of the goods.

 

2.        Guarantee against hidden defects

 

LADUREE is also bound by the guarantee against hidden defects affecting the Products delivered and making them unfit for the use for which they are intended, under the conditions stipulated in Articles 1641 to 1649 of the French Civil Code, on condition that the buyer proves the hidden defect and that he takes action within two years from discovery of the defect (Article 1648 of the French Civil Code).

 

If the guarantee against hidden defects is implemented, the Customer can choose between cancelling the sale and a reduction in the sale price pursuant to Article 1644 of the French Civil Code

Intellectual property rights

The content of the Website including, in particular, but not limited to, text, comments, illustrations, photographs and images reproduced on the Site, is the exclusive property of LADUREE and is protected by intellectual property rights. Any full or partial reproduction of the Website is strictly forbidden, unless authorised in writing beforehand by LADUREE. Any infringement of our brands and the integrity of our Products could justify the introduction of civil or criminal proceedings.

Governing law and disputes

These GTCS are subject to French law. In the event of dispute, an amicable solution will be sought as a priority before any legal action is taken. For this purpose we ask our Customers to please contact our Customer Service by post at the following address: contact@laduree.com. If an amicable solution cannot be reached, any legal action will be brought before the Paris courts.

Appendix 1 - Template concellation form exclusively for non-food products

(Complete and return this form only if You with to exercise your right of withdrawal)

 

For the attention of LADUREE – Customer Service – 75 avenue des Champs-Elysées – 75008 PARIS – France

OR contact@laduree.com:

 

I hereby notify you of my withdrawal from the contract relating to the sale of the following Product(s):

Ordered on (*)/received on (*),

 

Customer name,

 

Customer address,

 

Customer signature (only if this form is sent in paper format),