FAQ

If you need any help or information, please do not hesitate to contact our Customer Service on +33 (0)1 70 39 38 00 or by sending a message on our contact form.
Our advisors are available from Monday to Friday from 10 a.m. to 6 p.m. They will answer all your questions and will be happy to advise you on the purchase of our products.

At the end of the order, you will receive an order confirmation email that will allow you to identify yourself to our Customer Service in case of a request. However, if you do not receive a confirmation, check the junk mail in your mailbox, check that the status of your order is "processing", check that the email address of your account does not contain any errors.

FAUCHON asks you to create an account in order to place an order. This step will allow our advisors to quickly answer your questions. Your customer account will also allow you to save your favorite addresses, view your purchase history, place the same order again and manage your subscription to our Newsletter.

In order to be informed of the latest news from the House, and to take advantage of exclusive offers, you can subscribe to our Newsletter. Either from the home page of our website by entering your email address in the field provided for this purpose, or from your customer account by checking the box provided for this purpose.

FAUCHON strives to send you content that is tailored to your request and your desires. However, if you no longer wish to receive information from us, you can unsubscribe from the link at the bottom of the email received, from your customer account or by sending a message on our contact form .

For security reasons, we do not have access to our customers' passwords.
To reset a password, click on "Forgotten password" in the "My Account" area. A new password will be sent to you by email. If you do not receive the reset message, check your junk mail or contact our Customer Service at +33 (0)1 70 39 38 00 or by sending a message on the contact form .

You can change your information at any time from the " my account " section. Please note that if the change is made after placing an order, it will only be taken into account for the next order.

The order takes place in 4 stages:
1. Create an account or log in using your email address and password to access your personalized space.
2. Fill in the delivery information fields: name and address of the recipient(s), and choice of delivery method.
3. Fill in the payment information.
4. Check your order and confirm it.

At the end of the order, you will receive an order confirmation email that will allow you to identify yourself to our Customer Service in case of a request. However, if you do not receive a confirmation, check the junk mail in your mailbox, check that the status of your order is "processing", check that the email address of your account does not contain any errors.

When you place an order on www.fauchon.com, your order changes and so does its status.

"Pending": Your order is not validated. Payment has not been made.

"Validated": The payment of your order is validated. Your order is taken into account.

"In preparation": Your order is being processed by our services. It is no longer possible to modify it.

"Shipped": Your order has been taken care of by the carrier. You will receive an order tracking email.

The blocking of your order may be due to several factors: the choice of products is incompatible with the selected delivery method, the chosen delivery method is not possible at the address indicated, one of the products in your basket is not available on the desired date.

In order to assist you in your purchase, we invite you to send us an email using the contact form to explain as precisely as possible the problem you are experiencing. We also ask you to indicate which operating system (e.g. Windows XP, Mac OS X...) and which browser (e.g. Internet Explorer, Firefox...) you are using.

During one-off events, FAUCHON sends its customers the terms of the available discount codes by Newsletter. These are generally subject to a condition of purchase of a particular product or to an order threshold and are only valid on certain delivery methods. They must be entered in the field on the payment page provided for this purpose.

You can add a note from your cart. Your recipient will not be informed of the origin of your package, so remember to sign your message.

As a preparation period of forty-eight (48) working hours (excluding public holidays and Sundays) is required for your order, no modification to your order can be taken into account if it occurs less than two (2) working days before the initially scheduled delivery date. Similarly, any cancellation of an order can only be effective if it is made no later than two (2) working days before the scheduled delivery date. If the conditions are met, we invite you to quickly contact our Customer Service on +33 (0)1 70 39 38 00 or by sending a message on our contact form .

If you wish to change the address or delivery day of your order, please contact our Customer Service on +33 (0)1 70 39 38 00 or by sending a message on our contact form. at the latest two (2) working days before the initially planned delivery date.

In the event that your order has already been shipped, our Customer Service will endeavour to make a request to Chronopost. We are not held responsible in the event that the deposit is not taken into account by Chronopost.

To view your order history, log in to your “my account” area.

FAUCHON strives to guarantee delivery that lives up to its image. However, if a preparation error has slipped into your package or your order has not arrived at its destination, we invite you to quickly contact our Customer Service at +33 (0)1 70 39 38 00 or by sending a message on our contact form .

A product may be replaced by another of equal or greater value than the one ordered. For any order other than a gift box, our customer service will contact you to notify you of the substitution of an item in your order.

The right of withdrawal does not apply to perishable products. Therefore, the Buyer may not rely on it.

For other products, in accordance with the legal provisions in force, the Customer has a period of 14 working days from the date of receipt of his order, to exercise his right of withdrawal with FAUCHON, without having to justify reasons or for the purpose of reimbursement, provided that the Products are returned in their original packaging and in perfect condition within 14 days following notification to FAUCHON of the Customer's decision to withdraw. Damaged, opened or incomplete Products are not taken back. The return is made at the Customer's expense and risk.

The gift card is sold only on the website www.fauchon.com. At the time of purchase, the customer will be asked to create a customer account and provide all the information of the recipient of the card. Once the purchase of the gift card has been validated, the customer will receive an order confirmation email. The recipient will receive, on the scheduled date, an email, specifying its amount, its validity date and accompanied by a code to be used only on the website www.fauchon.com .

To use your gift card, you will be asked to create an account and add all the products to your cart, then enter the code on the payment page. Gift card not valid in store.

The invoice for your order is never included in the package. It will be available in your FAUCHON customer account 48 hours after your order is shipped.

Zone 1: Germany, Belgium, Luxembourg, Netherlands
Zone 2: Austria, Denmark, Spain, Finland, Greece, Ireland, Portugal, Italy, Sweden
Zone 3: Bulgaria, Cyprus (excluding areas under Turkish authority), Estonia, Hungary, Latvia, Liechtenstein (excluding alcohol), Lithuania, Malta, Poland, Czech Republic, Romania, Slovakia, Slovenia, Switzerland & United Kingdom (For the United Kingdom, only a selection of products is eligible: https://www.fauchon.com/fr/gamme-royaume-uni/ ).
Other countries: On quote. Contact us.

Our different delivery and collection methods are:

COLISSIMO home delivery
CHRONOPOST home delivery

Home delivery of fresh products CHRONOFRESH
Delivery by DRIVER
Pick up in STORE

COLISSIMO home delivery
On each product sheet, a delivery module allows you to know if the product viewed is available via the desired delivery method.

Delivery delay

When validating your order, we will indicate the estimated delivery date of your order. Please note that this date is indicative and that FAUCHON cannot be held responsible for a delay in the delivery of Colissimo. The date selection module allows you to select a date, if the desired date is grayed out then it is no longer available for delivery.
In Metropolitan France, average delivery times are 48 hours from the dispatch of the order (excluding weekends and public holidays).
Contact us via the contact form or by phone at 01 70 39 38 00 for further information.

Delivery schedules
In mainland France, our carrier COLISSIMO ensures deliveries between 8 a.m. and 1 p.m. (except in exceptional situations where delivery can be made until 6 p.m.).
During busy periods (Christmas, Valentine's Day, Easter, Mother's Day, etc.) as well as in the event of heavy traffic or exceptional bad weather, drivers may experience delivery delays.

Delivery tracking
To track your delivery, we invite you to visit the website of our carrier COLISSIMO ( www.laposte.fr ) with the parcel shipment number available on your FAUCHON account (Order history).

In case of absence of the recipient
In order to optimize the correct delivery of your order, it is necessary to indicate all the elements relating to the recipient's delivery address such as the door code, the building or apartment number, the floor as well as the possibility or not to leave the package with the caretaker in the absence of the recipient. FAUCHON cannot be held responsible for the non-receipt of the order due to an incorrect or incomplete address or in the absence of the recipient.

If the package allows it, our carrier will drop it off in the mailbox. If the carrier is unable to drop it off, he will try to call you. In case of absence, he will leave a calling card (no mailbox, missing access code, etc.), you can find the address of the collection point by consulting the tracking on www.laposte.fr.

Delivery service with Hipli

Environmentally conscious, I would like to receive my order in a reusable package with Hipli. Learn more .

CHRONOPOST home delivery
On each product sheet, a delivery module allows you to know if the product viewed is available via the desired delivery method.

Delivery delay

When validating your order, you can select the desired delivery date. Please note that this date is indicative and that FAUCHON cannot be held responsible for a delay in delivery by Chronopost. The date selection module allows you to select a date, if the desired date is grayed out then it is no longer available for delivery.
In Metropolitan France, the average delivery time is 24 hours from the dispatch of the order (excluding weekends and public holidays). If you wish to obtain delivery at a later date, FAUCHON allows you to choose your delivery date up to 15 days in advance.
In Europe, delivery times vary depending on the destination country. Contact us via the contact form or by phone at 01 70 39 38 00 for more information.

Delivery schedules
In mainland France, our carrier CHRONOPOST ensures deliveries between 8 a.m. and 1 p.m. (except in exceptional situations where delivery can be made until 6 p.m.).
During busy periods (Christmas, Valentine's Day, Easter, Mother's Day, etc.) as well as in the event of heavy traffic or exceptional bad weather, drivers may experience delivery delays.

Delivery tracking
To track your delivery, we invite you to visit the website of our carrier CHRONOPOST ( www.chronopost.fr ) with the parcel shipment number available on your FAUCHON account (Order history).

In case of absence of the recipient
In order to optimize the correct delivery of your order, it is necessary to indicate all the elements relating to the recipient's delivery address such as the door code, the building or apartment number, the floor as well as the possibility or not to leave the package with the caretaker in the absence of the recipient. FAUCHON cannot be held responsible for the non-receipt of the order due to an incorrect or incomplete address or in the absence of the recipient.
If the recipient is not there when the package is presented, our carrier will leave a calling card in the mailbox. This notice will specify the address where the package is to be collected (Chronopost agency in your city or relay point). If the carrier is unable to leave a calling card (no mailbox, missing access code, etc.), you can find the address of the collection point by consulting the tracking on www.chronopost.fr.
Cold preservers are integrated into our packages in order to keep the products that must be at the right temperature throughout transport. However, if your order contains macarons, be sure to collect your package within 4 days from the expected delivery date.

CHRONOFRESH home delivery

Chronofresh delivery is only available in Metropolitan France. Chronofresh offers express transport of fresh products. The temperature of the packages is constantly monitored, allowing a systematic and immediate alert in the event of a break in the cold chain.

On each product sheet, a delivery module allows you to know if the product consulted is available via the desired delivery method. In order to benefit from even more detailed information, we invite you to enter your delivery postal code on the product sheet.

FAUCHON offers you Chronopost home delivery of your order in Metropolitan France, Monaco and Corsica, from 150€ of purchase excluding shipping costs.

Delivery delay

From the basket, you can select the desired delivery date. Please note that this date is indicative and that FAUCHON cannot be held responsible for a delay in delivery by Chronopost. The date selection module allows you to select a date up to 15 days in advance, if the desired date is grayed out then it is no longer available for delivery.

Delivery schedules
In metropolitan France, our carrier CHRONOPOST ensures deliveries between 8 a.m. and 1 p.m. (except in exceptional situations where delivery can be made until 6 p.m.). During the month of December, Chronopost ensures delivery during the day between 8 a.m. and 6 p.m.
During busy periods (Christmas, Valentine's Day, Easter, Mother's Day, etc.) as well as in the event of heavy traffic or exceptional bad weather, drivers may experience delivery delays.

Delivery tracking
To track your delivery, we invite you to visit the website of our carrier CHRONOPOST ( www.chronopost.fr ) with the parcel shipment number available on your FAUCHON account (Order history).

In case of absence of the recipient
In order to optimize the correct delivery of your order, it is necessary to indicate all the elements relating to the recipient's delivery address such as the door code, the building or apartment number, the floor as well as the possibility or not to leave the package with the caretaker in the absence of the recipient. FAUCHON cannot be held responsible for the non-receipt of the order due to an incorrect or incomplete address or in the absence of the recipient.

Given the extremely fragile nature of Chronofresh products, FAUCHON will not be able to reimburse you for fresh products in the event of delivery failure.

Delivery by DRIVER

The courier delivery service is available for all FAUCHON products in Paris and the inner suburbs. This service is available from Tuesday to Friday (excluding public holidays). From the basket, it is possible to choose the day and time slot for delivery using our calendar module. You can schedule your delivery up to 15 days in advance.

Same day delivery
Same day driver delivery is not available on www.fauchon.com .

In case of absence of the recipient
In case of absence of the recipient, the driver will try to contact him by phone. If he is unable to contact him, the order will be returned to us. A supplement may be requested for the programming of a new delivery. In the event that the order contains fresh products, it will not be refunded to you. The delivery costs will remain your responsibility.

IMPORTANT
- During busy periods (Christmas, Valentine's Day, Easter, Mother's Day, etc.) as well as in the event of heavy traffic or exceptional bad weather, drivers may experience delivery delays.
- In order to optimize the correct delivery of your order, it is necessary to indicate all the elements relating to the recipient's delivery address such as the door code, the building or apartment number, the floor as well as the possibility or not of leaving the package with the caretaker in the absence of the recipient. FAUCHON cannot be held responsible for the non-receipt of the order due to an incorrect or incomplete address or in the absence of the recipient.

Order collection in STORE

You can order FAUCHON products on our website and pick them up 3 hours later, if the order is placed before 12 noon in our store located at 11 place de la Madeleine 75008 Paris. This service is available 6 days a week from Monday to Saturday (except on days when the store is closed).

On each product sheet, a delivery module allows you to know if the product viewed is available via the desired delivery method.

From the cart, you can select the date and the desired withdrawal slot. The date selection module allows you to select a date up to 15 days in advance, if the desired date is grayed out then it is no longer available for delivery.

Remove order
To collect an order, go to the Concierge located on the ground floor of our store at 11 place de la Madeleine with the order confirmation that was sent to you by email and an ID. If you were unable to print it, your first and last name, your order number and an ID will be requested for collection.
If you would like a relative to collect your order, they will need to bring the order confirmation that was sent to you by email and their ID.
Your products are manufactured and your order prepared on the same day of its collection. In case of delay in collecting your order, it will be reserved for you until 7:30 p.m. if it concerns fresh or perishable products. In the event that you are unable to travel, we invite you to contact our Concierge service until 3 p.m. on the day of collection of your order, at 01 70 39 38 02 in order to postpone the collection of your order.
Any order for fresh products that is not collected on the day chosen for collection will be definitively lost, and will not give rise to any refund.

SPECIAL CASES

Some products, due to their very delicate nature, can only be delivered to mainland France, Monaco or Paris.

macarons
FAUCHON macarons are shipped by Chronopost, only from Tuesday to Saturday in order to guarantee their quality. FAUCHON macarons are shipped in insulated packaging, specifically designed to protect them and keep them fresh throughout the transport. The macarons are delivered with an ice pack to preserve all their quality, this pack can be reused but is not consumed. The macarons can be enjoyed up to 5 days after the shipping date indicated in the box. They should be kept in the refrigerator upon receipt. FAUCHON pastry chefs have created a macaron recipe for you made from high-quality raw materials and which includes a quick freezing step in order to obtain a melting and crispy texture when tasting. Be careful not to refreeze them.

For all your shipments outside the European Union, your recipient may have to pay taxes and customs fees in order to receive the package.

However, for Switzerland and Liechtenstein, FAUCHON covers these taxes and possible customs fees.

In order to ensure the smooth delivery of your order, it is essential to provide us with as much information as possible when entering the delivery address.

Please note that for companies or hospitals, since delivery people are not allowed to enter offices/rooms, packages are systematically delivered to reception. Providing specific information will facilitate the delivery of the package to its recipient.

In addition to the recipient's first and last name:

In residence (depending on its configuration)

1) the name of the residence

2) the building

3) the door

4) the door code

5) the name on the intercom

6) the floor

7) the recipient's telephone number

In hospital environment

1) the service

2) the wing, building and/or sector

3) the floor

4) the room number

5) the patient's name

6) the patient's telephone number

Please note: please ensure that the patient is present on the chosen delivery date.

In a society

1) the company name

2) the floor and/or building if necessary

3) the recipient's telephone number

Please note: make sure the company is open at the time of delivery.

For places or hamlets

1) add any useful details allowing the location of the recipient

2) the recipient's telephone number

Please note that Chronopost does not accept deliveries to PO boxes.

Only indicate geographic addresses.

If essential details for delivery are missing, FAUCHON cannot be held responsible in the event of late delivery or returns of the package to the sender.

Our carriers strive to meet the delivery standards imposed on them by FAUCHON. However, if your package or items arrive damaged, we invite you to take a photo and send it to Customer Service via our contact form . Within 3 days beyond this period, we will not be able to provide a refund or return of damaged products.

Delivery to your home, office, or a loved one's home, within 24 to 48 hours after dispatch, in a reusable package that can be returned to any La Poste mailbox.

€2 is the price of this eco-responsible gesture, FAUCHON Paris covers €1.

Our Hipli delivery service is available on selected products, if your basket is eligible, Hipli will be displayed in the delivery method section. Click here to find out more.

Only our Parisian boutique at 11, Place de la Madeleine offers the boutique collection service.

Choose the products to be collected in store and add them to the basket in order to proceed with the payment of your order. Please note that the products eligible for in-store collection are mentioned on the product sheet.

Once your order is finalized, you can come and collect it within 3 hours at the earliest from our store at 11, Place de la Madeleine for orders placed the same day before 12 p.m. and the next day for orders placed after 12 p.m.

There are two types of dates that can appear on packaging: either a use-by date (UBD) or a best-before date (BBD).

The use-by date (UBD) is a mandatory limit and is expressed on the packaging by the words: Consume until…, followed by the day and month. It applies to sensitive foodstuffs, often rich in water, which are likely to present a danger to human health after a short period. It is important to respect this date and not to consume an expired product, especially if the storage or conservation temperature, mentioned on the packaging, has not been respected (break in the cold chain). Indeed, the durability of the product and its use-by date, set by the regulations or by the manufacturer, depend on the temperature at which the food has been stored.

Conversely, some products have a best before date (BBD) expressed on the packaging by the words: Best before…,. Once the date has passed, the food does not present a health hazard but may have lost all or part of its qualities: taste, texture, etc.

Chocolate should be stored in a cool (preferably between 4°C and 16°C), dry place, away from light and odours.

Candied chestnuts sold in bulk can withstand short stays (less than a few hours) at room temperature.

However, for longer journeys, choose vacuum-packed boxes which allow you to keep candied chestnuts for two years before opening.

FAUCHON macarons can be kept for 5 days after purchase and should be stored in the bottom of your refrigerator. For a better tasting experience, we recommend taking them out ten minutes before.

FAUCHON macarons are shipped by Chronopost. FAUCHON macarons are shipped in insulated and refrigerated packaging, specifically designed to protect them and keep them fresh throughout the transport. The macarons are delivered with an ice pack to preserve all their quality, this pack can be reused but is not consumed. The macarons should be kept in the refrigerator upon receipt. FAUCHON pastry chefs have created a macaron recipe for you made from high-quality raw materials and which includes a quick freezing step in order to obtain a melting and crispy texture when tasting. Be careful not to refreeze them.

You will taste the best chocolate between 20°C and 22°C.