FAQ


The Macarons and Pastries:

+ 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 flavor 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.

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

Unless otherwise indicated, all of our macarons are naturally gluten-free. Some of our macarons are also lactose-free and our staff are happy to advise which flavors are suitable to your dietary needs. Please bring any other allergies or restrictions to the attention of our staff to enable us to better serve you. You can also find on our website the ingredients and allergens used in our products, in the detailed description.


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.

+ 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 information".

+ 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".


Orders:

+ How do I place an order?

You can place an order for shipping by visiting our Nationwide Shipping page. For orders of more than 15 boxes, orders placed for pick-up in-store, or for custom orders, you can contact our Sales Team at 646-213-2806 or by filling out our online form here.

+ How can I add a message to my order?

Ladurée offers you the possibility to add a personal message to your order for free. This customization option is only available for orders placed over the phone. When placing your order with our Sales Team,let us know and we will be happy to include it in your order or to help you craft a special message.

+ 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 cannot 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. For same-day deliveries within Manhattan, we are not able to allow cancellations due to the small time frame.

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

For any specific inquiry, please call 646-213-2806 or address an email to:ladureeus@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.

+ Can I return an item?

For hygienic reasons, food products cannot be returned. Please refer to our Refund and Return Policy. For any other product, please get in touch with our customer service using our contact form.


Payment:

+ Which online payment options are available?

Only payments by credit card are accepted for an online payment. We accept payments by Visa, Mastercard and American Express. Ladurée gift vouchers cannot 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 encrypted and protected by our online payment service.

+ When is the payment taken from my account?

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

+ What can I do if the payment is dishonored?

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.


Delivery:

+ How are the macarons shipped?

Our shipping boxes are specially designed to protect the delicate nature of our macarons. Our macarons are also shipped with insulated packaging to maintain an ideal temperature until delivery.

+ Where do you deliver?

Currently, we are able to deliver our shipping products anywhere in the contiguous United States. This excludes Hawaii and Alaska. For products available for shipping, please visit our Nationwide Delivery page. We are also able to offer same-day delivery within Manhattan, New York. Call 646-213-2806 to place your order. Please be aware that extra shipping charges may be incurred and we require advance notice for such deliveries.

+ What are your delivery speeds?

A. Nationwide Shipping: For nationwide shipping, we work with Federal Express. Order pick-ups by Federal Express occur Monday to Friday. Delivery costs and speeds depend on the destination of your order in the United States and the delivery service you request at check-out (i.e. Priority Overnight, Two-Day Shipping, etc.). For all deliveries, you will receive your order within 1-2 working days for orders placed before the end of business hours (6PM EST). All orders are subject to tracking, which will provide updates following the collection of your package at our workshop and delivery confirmation.**

B. Courier Delivery Within Manhattan: We work with Crown Delivery to provide courier service Monday through Friday within Manhattan. For orders placed before 6PM, courier delivery is guaranteed by end of day. Special requests may be made to our Sales Team for Saturday deliveries. Rates for courier service begin at $20.00 but Express Delivery is available at an additional fee.**

+ 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 intended for patients or doctors.

+ Can I pick up my order directly in a shop?

You can place orders online for pick up at our New York locations: Soho, Madison and Plaza. We are currently working on developing our website to allow our customers to place their order online for all our locations. To stay informed for when this service will launch and to keep up-to-date with other Ladurée offers and happenings, you can subscribe to our newsletter here.


Find Ladurée:

+ How can I find your stores?

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

+ I would like to distribute Ladurée products in the United States, who should I contact?

We invite you to get in touch with our dedicated service: ladureeus@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. Please contact us with any queries or to place a special order.