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 84 avenue d'Iena, 75016 PARIS Cedex - France(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 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 . 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.
Specific Conditions relating to Macarons
Changing the orderAny change to the order by the Customer after confirmation of the order by LADUREE is subject to the prior approval of LADUREE and advanced notice must be given by the customer from the chosen delivery date of at least 7 days.
Price and terms of payment
Payment (secure transactions)
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 10:00am to 07:00pm and Sunday from 11:00am to 06:00pm.
- Ladurée Covent garden : 1, The Market - WC2E 8RA London. We are opened Monday to Saturday from 10:00am to 10:00pm and Sunday from 10:00am to 11:00pm.
- Ladurée La City: 5,5 Royal Exchange - EC3V 3LL London. We are opened Monday to Friday from 09:00am to 06.00pm.
Free shipping for home delivery orders over £60
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 Saturday.
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. Deliveries in Scotland and Wales are likely to take 2 working days and resultantly will come a day later than the desired date on the order. We can not deliver to the following locations: 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 clasified as perishable, please do not try to change your initial delivery slot or the macarons will be disposed of for health & safety reasons. DPD is unable to take them to a pickup shop as they do not allow food to go into stores.
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.
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: firstname.lastname@example.org
- 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: email@example.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.
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.
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
Governing law and disputes
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
I hereby notify you of my withdrawal from the contract relating to the sale of the following Product(s):
Ordered on (*)/received on (*),
Customer signature (only if this form is sent in paper format),