TERMS OF DELIVERY

TERMS OF DELIVERY

1. THE MAISON PIERRE HERME PARIS DELIVERY OPTIONS 

La Maison Pierre Hermé Paris offers you 3 delivery options:

• Home Shipping with ChronoFreeze, ChronoFresh13 for a delivery before 1pm and ChronoFresh18 for a delivery before 6pm.
• Click & Collect in the following Parisian stores: Bonaparte, Bretagne, Doumer, Opéra, Malesherbes, Saint-Louis, Ternes, Beaupassage and Vaugirard.  
  • In 2 hours the same day 2H for the following products: macaron boxes, chocolate boxes, snacking, bars, cakes, brioches as well as teas and jams. Does not apply to pastries and ice cream.
  • The next day for all orders placed before 7pm. Please note that if the order contains more than 7 times the same product, a delay of 3 days will be applied for the availability of the order.
• Courier Delivery in Paris and 91, 92, 93, 94 and 95* from 35 euros purchase The cost of delivery is established at the time of the shopping cart and according to the place of delivery. Details of the prices applied can be consulted in our "General Conditions of Sale".

*Cities with available for Courier Delivery : 75 Paris, 92100 Boulogne Billancourt,  92110 Clichy,  92120 Montrouge,  92130 Issy Les Moulineaux,  92170 Vanves, 92200 Neuilly Sur Seine, 92240 Malakoff, 92300 Levallois Perret, 92320 Chatillon, 92600 Asnieres Sur Seine, 92800 Puteaux, 93100 Montreuil, 93170 Bagnolet, 93210 La Plaine St Denis, 93260 Les Lilas, 93300 Aubervilliers, 93310 Le Pre St Gervais, 93400 St Ouen, 93500 Pantin, 94140 Alfortville, 94220 Charenton Le Pont, 94000 Creteil, 94250 Gentilly, 94200 Ivry Sur Seine, 94270 Le Kremlin Bicetre, 94700 Maisons Alfort, 94300 Saint-Mande, 94160 St Mande, 94410 St Maurice, 94800 Villejuif, 94300 Vincennes.

2. DELIVERY TERMS AND CONDITIONS FOR PASTRY PRODUCTS

We inform you that each of our products families have their own specific deliveries conditions. To simplify your order process, we recommend you to refer to the specific deliveries conditions of each product family you wish to order before placing it.

How to order our pastries? 

• You can order your pastries directly in our shops but also on  our online shop wwww.pierreherme.com and by phone via our Customer Service at 01 45 12 24 02 from Monday to Saturday from 10 am to 1 pm and from 2 pm to 6 pm. 

Until what time can you order our pastries?

• All pastry orders must be placed before 7pm for delivery on D+1 or later.
• All pastry orders placed after 7pm for delivery on D+2 or later.

How to receive your pastry order?

• Click & Collect in the following Parisian stores: Bonaparte, Bretagne, Doumer, Opéra, Malesherbes, Saint-Louis, Ternes, Beaupassage and Vaugirard.
• By Courier Delivery in Paris and 91, 92, 93, 94 and 95*  from 35 euros purchase. The cost of delivery is established at the time of the shopping cart and according to the place of delivery. Details of the prices applied can be consulted in our "General Conditions of Sale".
• Courier delivery is available from 35 euros purchase and is complimentary from 100 euros purchase exclusively in Paris from Monday to Saturday. 
• Pastry is not available for Home Shipping neither for Click & Collect in 2 hours. 

*Cities with available for Courier Delivery : 75 Paris, 92100 Boulogne Billancourt,  92110 Clichy,  92120 Montrouge,  92130 Issy Les Moulineaux,  92170 Vanves, 92200 Neuilly Sur Seine, 92240 Malakoff, 92300 Levallois Perret, 92320 Chatillon, 92600 Asnieres Sur Seine, 92800 Puteaux, 93100 Montreuil, 93170 Bagnolet, 93210 La Plaine St Denis, 93260 Les Lilas, 93300 Aubervilliers, 93310 Le Pre St Gervais, 93400 St Ouen, 93500 Pantin, 94140 Alfortville, 94220 Charenton Le Pont, 94000 Creteil, 94250 Gentilly, 94200 Ivry Sur Seine, 94270 Le Kremlin Bicetre, 94700 Maisons Alfort, 94300 Saint-Mande, 94160 St Mande, 94410 St Maurice, 94800 Villejuif, 94300 Vincennes.

3. DELIVERY TERMS AND CONDITIONS FOR NOMADES ENTREMETS

We inform you that each of our products families have their own specific deliveries conditions. To simplify your order process, we recommend you to refer to the specific deliveries conditions of each product family you wish to order before placing it.

Pierre Hermé Paris desserts travel to you! Pierre Hermé Paris uses technology at its best. Shipping these cakes in negative cold (-18°C) preserves all their aesthetic and taste qualities and, after defrosting in positive cold, allows them to regain their optimal quality in terms of flavor. Experience a whole universe of tastes, sensations and pleasures, combined with technological expertise and pastry-making know-how. Nomades entremets offer an exclusive gourmet experience all year round, wherever you are.

How to receive your Entremets Nomade order?

• Exclusively Home Shipping with ChronoFreeze in 72h in Metropolitan France* & Monaco

*Cities and Islands unavailable for Chrono Freeze Delivery : Corse, 17123 Ile d'Aix, 22870 Ile de Brehat, 28249 Ile d'Ouessant, 29253 Ile de Batz, 29259 Ile de Molene, 29990 Ile de Sein, 56360 Le Palais, 56590 Groix, 56780 Ile aux Moines, 56840 Ile d'Arz, 85350 L'Ile d'Yeu, 83400 Porquerolles.

Combine order: If your order includes both a Nomades entremets and one or more fresh products (Macarons, Chocolates, Cakes...), it will be sent via 2 different deliveries to ensure that the cold chain is respected. Price per delivery: 11,90€ for a total of 23,80€. One of the two deliveries is offered to you from 75€ of purchase.

4. DELIVERY TERMS AND CONDITIONS FOR MACARONS, CHOCOLATES, CONFECTIONERY  AND GIFT BOXES

We inform you that each of our products families have their own specific deliveries conditions. To simplify your order process, we recommend you to refer to the specific deliveries conditions of each product family you wish to order before placing it.

How to receive your macarons, chocolates, confectionery and gift boxes order?

• Home Shipping with ChronoFresh13 for a delivery before 1pm or ChronoFresh18 for a delivery before 6pm. Available in Metropolitan France, Monaco, Corsica, Belgium, Luxembourg, Germany, England, Austria, Belgium, Denmark, Scotland, Spain, Finland, Ireland, Italy, Luxembourg, Netherlands, Portugal, Sweden. The DOM TOM are not, to date, available for delivery. Complimentay Home Shipping Delivery, anywhere in France, from 75 euros of purchase. This offer is not available for international deliveries and Corsica.
•  Click and Collect in the following Parisian stores: Bonaparte, Bretagne, Doumer, Opéra, Malesherbes, Saint-Louis, Ternes, Beaupassage and Vaugirard.  
  • In 2 hours the same day 2H for the following products: macaron boxes, chocolate boxes, snacking, bars, cakes, brioches as well as teas and jams. Does not apply to pastries and ice cream.
  • The next day for all orders placed before 7pm. Please note that if the order contains more than 7 times the same product, a delay of 3 days will be applied for the availability of the order.
•  Courier delivery in Paris and 91, 92, 93, 94 and 95* from 35 euros purchase. The cost of delivery is established at the time of the shopping cart and according to the place of delivery. Details of the prices applied can be consulted in our "General Conditions of Sale".

*Cities with available for Courier Delivery : 75 Paris, 92100 Boulogne Billancourt,  92110 Clichy,  92120 Montrouge,  92130 Issy Les Moulineaux,  92170 Vanves, 92200 Neuilly Sur Seine, 92240 Malakoff, 92300 Levallois Perret, 92320 Chatillon, 92600 Asnieres Sur Seine, 92800 Puteaux, 93100 Montreuil, 93170 Bagnolet, 93210 La Plaine St Denis, 93260 Les Lilas, 93300 Aubervilliers, 93310 Le Pre St Gervais, 93400 St Ouen, 93500 Pantin, 94140 Alfortville, 94220 Charenton Le Pont, 94000 Creteil, 94250 Gentilly, 94200 Ivry Sur Seine, 94270 Le Kremlin Bicetre, 94700 Maisons Alfort, 94300 Saint-Mande, 94160 St Mande, 94410 St Maurice, 94800 Villejuif, 94300 Vincennes.

5. DELIVERY TERMS AND CONDITIONS FOR ICE CREAMS

We inform you that each of our products families have their own specific deliveries conditions. To simplify your order process, we recommend you to refer to the specific deliveries conditions of each product family you wish to order before placing it.

How to receive your icre creams order?

• Exclusively Home Shipping with ChronoFreeze in Metropolitan France* & Monaco

*Cities and Islands unavailable for Chrono Freeze Delivery : Corse, 17123 Ile d'Aix, 22870 Ile de Brehat, 29242 Ile d'Ouessant, 29253 Ile de Batz, 29259 Ile de Molene, 29990 Ile de Sein, 56360 Le Palais, 56590 Groix, 56780 Ile aux Moines, 56840 Ile d'Arz, 85350 L'Ile d'Yeu, 83400 Porquerolles.

Combine order: If your order includes both a Nomades entremets and one or more fresh products (Macarons, Chocolates, Cakes...), it will be sent via 2 different deliveries to ensure that the cold chain is respected. Price per delivery: 11,90€ for a total of 23,80€. One of the two deliveries is offered to you from 75€ of purchase.

6. IMPORTANT INFORMATION FOR ONLINE ORDERS

We cannot provide several different delivery methods for a same basket. It is therefore requested that you place one order per delivery method chosen.

For example, if your basket includes both:
- An Ispahan Pastry only available for Click&Collect and Courier Delivery
- A Box of Macarons available for Click&Collect, Courier Delivery and Home Shipping

You will have two choices for your delivery:

1. One and the same order for both of the two products if Click & Collect or Courier Delivery method is chosen, as both products can be delivered by these two methods.

2. Two different orders, which must be placed separately, if the Home Shipping mode is chosen for the macaron box because only this product is available for this delivery mode.

If different delivery methods are needed, the payment of the shipping costs is due for each of the chosen methods.

Please note: when checking out your cart, if it contains products that are not all available in a same delivery method, it will not be possible to make a payment. The cart can only take into account one and the same delivery method per order, regardless of the number of products. If this is the case, it will display an error message: "One or more of your items have incompatible delivery methods or are out of stock". In order to complete the payment, it is necessary to check the contents of your cart and to choose products that are all available in the same delivery method.

7. HOME SHIPPING ZONE

Pierre Hermé Paris® delivers throughout Metropolitan France, Corsica and Monaco.

International delivery destinations include: Austria, Belgium, Denmark, England, Finland, Germany, Ireland, Italy, Luxembourg, The Netherlands, Portugal, Scotland, Spain, and Sweden.

Neither the DOM TOM nor the following islands: Ile d'Aix, Ile de Brehat, Ile d'Ouessant, Ile de Batz, Ile Molène, Ile de Sein, Le Palais, Groix, Ile aux Moines, Ile d'Arz, Ile d'Yeu and Porquerolles are not, to date, available for home delivery.

8. HOME SHIPPING TIMES & COSTS 

In Metropolitan France, the time between the validation of an order and its delivery varies between 24 and 48 hours (not including weekends and holidays). You can select a delivery date on any day of the week from Tuesday to Saturday (Monday in addition, for addresses in Paris).

For Corsica, Monaco, and other countries in Europe, delivery times vary between 48 and 72 hours.

Shipping is free for all orders over 75€ (excluding shipping) to Metropolitan France (including Monaco). This offer is not available for international deliveries or deliveries to Corsica. Pierre Hermé Paris® reserves the right to modify or cancel this offer at any time.

* If your order includes both a Nomades entremets and one or more fresh products (Macarons, Chocolates, Cakes...), it will be sent via 2 different deliveries to ensure that the cold chain is respected. Price per delivery: 11,90€ for a total of 23,80€. One of the two deliveries is offered to you from 75€ of purchase.

** For orders to destinations in the United Kingdom, the customer must pay various taxes and/or customs fees. These various taxes and fees are the responsibility of the customer and cannot be charged to Maison Pierre Hermé Paris.

*** For orders to Switzerland, the customer must pay various taxes and/or customs fees. The amount of these taxes and/or customs duties varies greatly and is broken down as follows: VAT on the value of the goods (including shipping costs), customs duties on the gross weight, potential additional costs depending on the nature of the products... These various taxes and fees are the responsibility of the customer and cannot be charged to Pierre Hermé Paris.

9. HOME SHIPPING DELIVERY HOURS 

In Metropolitan France, deliveries are made between 8:00 a.m. and 1:00 p.m with ChronoFresh13 (except under special circumstances when deliveries may be made until 6:00 p.m.) and between 8:00am and 6:00pm with ChronoFresh18.

In other countries, deliveries are made between 9:00 a.m. and 6:00 p.m.

IMPORTANT: During busy periods such as Christmas, Valentines Day, Mother’s Day, etc., our delivery service may experience delays. This may also be the case during severe weather conditions or other times when transport and traffic conditions are affected.

To track your package, please consult the website of our delivery service (www.chronopost.fr). Make sure you have on hand the Chronopost shipment order number which was sent to you by email at the time your order departed our order preparation atelier.

10. TO SEND A GIFT

The invoice is never included in the package. It will be available from My account.

A space for specifying a personalized message is found on the order page of the site.

Your message will be printed on Pierre Hermé Paris® letterhead, placed in an envelope, and included in with your gift order.

When sending a gift, we recommend that you include a personalized message as there will be no invoice or other document indicating your name included in the order package.

Home Shipping: The recipient will be informed of the arrival of the parcel by sms. In view of the numerous attempts of fraud and phishing by sms currently, many recipients of surprise gifts automatically refuse the delivery thinking that it is a fraud. Therefore, we strongly advise you to warn your recipient in advance. In addition, if you give a different phone number than the recipient, the recipient will not be notified of the arrival of the parcel. Pierre Hermé Paris will not be held responsible in case of non-delivery.

Courier Delivery: If you wish to make a surprise delivery, please indicate a phone number other than the recipient's in the form above. Please note that the recipient will not be informed at all of the arrival of the delivery and Maison Pierre Hermé Paris cannot be held responsible.

11. CONSERVING AND TRANSPORTING OUR PRODUCTS

Order preparation is taken care of by a team of experts in our packing department. We pay special attention to preparing your order for shipment. Products are arranged and packed with the greatest of care. We use air cushions in our transport boxes in order to protect products from shock. Our packaging also includes insulating materials and cold packs in order to guarantee an ideal temperature throughout the transportation process.

The quality and freshness of Pierre Hermé Paris ® products is therefore maintained.

12. IMPORTANT : IF RECIPIENT IS ABSENT

In order to enable the most efficient delivery service possible for your order, it is important to provide complete information relating to the delivery address including, but not limited to: door code, building number, floor, and doorman information.

Pierre Hermé Paris® will not be held responsible for merchandise that is not received due to an incorrect or incomplete address or due to the absence of the recipient.

In case of absence by the recipient, the delivery person will leave a notice in the recipient’s mailbox. This notice will specify the address at which the package can be retrieved (the local post office).

If the delivery person is not able to leave a notice (eg if the door code has not been indicated or if there is no mail box), it is still possible to track the order (and find the post office address where your order will be held ) by consulting the website of our delivery service: www.chronopost.fr. Make sure you have on hand the Chronopost shipment order number which was sent to you by email at the time your order departed our preparation atelier.

Cold packs are included in the shipping boxes containing your products. They maintain your products at the proper temperature throughout the transport process. However, if your order contains fresh products such as macarons, it is imperative that you collect your package within four days of the originally planned delivery date.

13. TO MODIFY A DELIVERY

For any order modifications (change of billing or delivery address, delivery date, etc.), please contact our Customer Service Department by email or by telephone:

- At least two working days before the due delivery date if the delivery address is in France

- At least three working days before the due delivery date if the delivery address is outside of France

- No modification can be taken into account for orders in Click & Collect in 2 hours

Our Customer Service Department can be reached by email or by telephone from Monday to Saturday from 10:00a.m. to 1p.m and from 2p.m to 6:00p.m by clicking here

Email: pierre.klein@pierreherme.com

Telephone: +33(0)1 45 12 24 02

14. LOST PARCEL

Please contact our Customer Service Department by email or by phone from Monday to Saturday from 10 am to 1 pm and from 2 pm to 6:00 pm. by clicking here