1. Home /

  2. Privacy Policy

Privacy Policy

 

Our house

FAUCHON wants to be the Ambassador House of French food trades throughout the world. Thus, and quite naturally, FAUCHON has chosen to engage in a virtuous quality sector to offer the best to its consumers.

But for FAUCHON, offering the best to our Customers is not limited to providing very high quality Products.

This also, inevitably, involves fair, lawful, determined, relevant and legitimate processing of the personal data that you entrust to us.

Our policy

We endeavour to verify, taking into account the technological means available, that consent to the processing of information concerning a minor under 16 is given or authorised by the holder of parental responsibility.

How we collect data

The data we collect is always with your consent.

We therefore collect personal information about you when you create your customer account, place an order, participate in a competition and contact our customer service.

We also collect information when you browse the fauchon.com website by means of cookies. For the exhaustive list of information we collect, see the list of cookies we collect.

Data collected:

We may collect the following data:

  • Your first name, last name, address, email, telephone number;
  • Your date of birth;
  • Your billing and/or shipping address;
  • Your financial information (e.g. bank card number);
  • IP/Mac address;
  • Connection witnesses “cookies”;
  • Connection and navigation data;
  • The history of your purchases of FAUCHON products
  • Other information you wish to communicate to us.

The mandatory or optional nature of the data is indicated to you during collection by an asterisk.

For a complete list of the information we collect, please see the list of cookies we collect .

On minors’ data:

We endeavour to verify, taking into account the technological means available, that consent to the processing of information concerning a minor under 16 years of age is given or authorised by the holder of parental responsibility.

What we do with the data we collect:

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Customer account, shopping cart and order management
  • Management of deliveries, order tracking and after-sales service
  • Provision of customer service accessible by telephone or email.
  • Provision of social media sharing tools
  • Sending targeted commercial offers by email, on social networks or any other medium.
  • Optimization and customization of our loyalty program offers
  • Display of targeted advertising on the site and on social networks
  • Personalization of sites (mobile and desktop) and applications according to the User's affinities
  • Fight against fraud when paying for the order
  • Site traffic measurement (mobile and desktop)
  • Implementation of competitions and advertising games
  • Maintaining internal records.

On the transfers of data that you entrust to us:

Your data is mainly transferred to internal FAUCHON departments to ensure the performance of the service for which it was collected.

FAUCHON may however be required to use subcontractors to carry out the following operations:

  • Management of our loyalty program;
  • Secure payment on the site;
  • Preparing your orders;
  • Shipping your orders;
  • Telephone call management;
  • The development of the website as well as its maintenance;
  • Accountability ;

Security and conservation of your personal data:

We are committed to ensuring that your information is protected. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Your personal data is kept for the time necessary to achieve the objective pursued when it was collected. It will then be archived with restricted access for an additional period in line with the limitation periods and legal retention periods for reasons strictly limited and authorized by law. It will then be deleted.

Control of your personal data:

You may choose to restrict the collection or use of your personal information in the following ways:

Whenever you are asked to fill in a form on the site, look for the box allowing you to indicate that you do not want the information to be used by anybody for direct marketing purposes.

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at dpo@fauchon.fr

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. This service requires a fee. If you would like a copy of the information held on you please write to

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

Your rights : 

In accordance with the applicable regulations on the protection of personal data (arising from May 25, 2018 from the European Regulation on the Protection of Personal Data) you have the right to access, rectify, oppose, erase and withdraw your consent.

To exercise them, please send a letter to the following postal address: FAUCHON – For the attention of the Data Protection Officer – 8, rue Volney, 75002 Paris or by email to the following address: dpo@fauchon.fr, to which you will have attached proof of identity.

Below you will find extracts from Regulation 2016/679 to help you better understand your rights.

  • The right of access (Article 15 of Regulation 2016/679)

In accordance with Article 15 of Regulation 2016/679, "The data subject shall have the right to obtain from the controller confirmation as to whether or not personal data concerning him or her are being processed and, where that is the case, access to the personal data and the following information: “The data subject shall have the right to obtain from the controller confirmation as to whether or not personal data concerning him or her are being processed and, where that is the case, access to the personal data and the following information:

  1. (a) the purposes of the processing;
  2. (b) the categories of personal data concerned;
  3. (c) the recipients or categories of recipients to whom the personal data have been or will be disclosed, in particular recipients established in third countries or international organisations;
  4. (d) where possible, the envisaged period for which the personal data will be stored or, where not possible, the criteria used to determine that period;
  5. (e) the existence of the right to request from the controller rectification or erasure of personal data, or restriction of processing of personal data concerning the data subject, or to object to such processing;
  6. (f) the right to lodge a complaint with a supervisory authority;
  7. (g) where the personal data are not collected from the data subject, any available information as to their source;
  8. (h) the existence of automated decision-making, including profiling, referred to in Article 22(1) and (4) and, at least in those cases, meaningful information about the logic involved, as well as the significance and envisaged consequences of such processing for the data subject.
  • The right of rectification (Article 16 of Regulation 2016/679)

You have the right to obtain from the controller without undue delay the rectification of inaccurate personal data concerning you. Taking into account the purposes of the processing, you have the right to have incomplete personal data completed, including by means of providing a supplementary statement.

 

  • The right to object (Article 21 of Regulation 2016/679)

You have the right to object at any time, on grounds relating to your particular situation, to processing of personal data concerning you which is based on Article 6(1)(e) or (f) of Regulation 2016/679, including profiling based on these provisions. The controller shall no longer process the personal data unless he demonstrates compelling legitimate grounds for the processing which override the interests, rights and freedoms of the data subject, or for the establishment, exercise or defence of legal claims.

Where personal data are processed for direct marketing purposes, you have the right to object at any time to processing of personal data concerning you for such marketing purposes, including profiling to the extent that it is related to such marketing.

 

  • The right to erasure (Article 17 of Regulation 2016/679)

You have the right to obtain from the controller the erasure of personal data concerning you without undue delay and the controller has the obligation to erase such personal data without undue delay where one of the following grounds applies:

(a) the personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed;

(b) the data subject withdraws consent to which the processing is based according to point (a) of Article 6(1), or point (a) of Article 9(2), and there is no other legal ground for the processing;

(c) the data subject objects to the processing pursuant to Article 21(1) and there are no overriding legitimate grounds for the processing, or the data subject objects to the processing pursuant to Article 21(2);

(d) the personal data have been unlawfully processed;

(e) the personal data must be erased for compliance with a legal obligation in Union or Member State law to which the controller is subject;

(f) the personal data have been collected in relation to the offer of information society services referred to in Article 8(1).

 

  • The right to restriction of processing (Article 18 of Regulation 2016/679)

You have the right to obtain from the controller restriction of processing where one of the following applies:

(a) the accuracy of the personal data is contested by the data subject, for a period enabling the controller to verify the accuracy of the personal data;

(b) the processing is unlawful and the data subject opposes the erasure of the data and requests instead the restriction of their use;

(c) the controller no longer needs the personal data for the purposes of the processing, but they are required by the data subject for the establishment, exercise or defence of legal claims;

(d) the data subject has objected to processing pursuant to Article 21(1) pending the verification whether the legitimate grounds of the controller override those of the data subject.

 

  • The right to portability (Article 20 of Regulation 2016/679)

You have the right to receive the personal data concerning you which you have provided to a controller, in a structured, commonly used and machine-readable format, and you have the right to transmit those data to another controller without hindrance from the controller to which the personal data have been provided, where:

(a) the processing is based on consent pursuant to point (a) of Article 6(1) or point (a) of Article 9(2) or on a contract pursuant to point (b) of Article 6(1); and

(b) the processing is carried out by automated means.

 

I. On minors' data

 

1.1. The purpose of these General Terms and Conditions is to define the conditions under which Customers may access the Site, use it and place orders with FAUCHON, including all the rights and obligations arising therefrom.
They apply to any order placed by Customers via the Site, and to this ordering method exclusively. Where applicable, the T&Cs shall prevail over any other contradictory document not expressly accepted by mutual agreement by the Customer and FAUCHON as deviating from the T&Cs.

1.2. All Customers who access the Site undertake to comply, without restriction or reservation, with the General Terms and Conditions, which are accessible at any time on the Site. here , and also brought to his attention before confirmation of his order.


1.3. FAUCHON may modify these T&Cs, in particular to take into account any legal, jurisprudential, editorial and/or technical developments. Changes to the T&Cs will be enforceable as soon as they are posted online on the Site. From one order to another, FAUCHON invites the Customer to carefully reread the T&Cs appearing on the Site, the update dates being indicated.
In the event of modification, the applicable T&Cs are those in effect on the date of the order placed by the Customer.

II. Products


2.1. The products offered for sale by FAUCHON are those available online on the date of the order by the Customer, within the limit of available stocks.

The Customer will be informed of the unavailability of a product at the time of placing the order.

In the event that the product ordered by the Customer is no longer available after the order has been placed, FAUCHON will contact the Customer as soon as possible to allow the Customer to either cancel the order and receive a refund for the product concerned, or, if the product can be returned to stock, to postpone the delivery date after the product has been restocked, or to substitute the unavailable product of equivalent value. In the event of cancellation and a refund request, the refund will be made within 10 (ten) days following the date of placing the relevant order, to the bank card used to place the order.


2.2. Each product sold on the Site is the subject of a presentation summarizing its main characteristics as well as a detailed presentation (including in particular the composition of each product) accessible by clicking on the product concerned and scrolling the page from top to bottom.

2.3. Product prices are indicated in euros, all taxes included, they take into account any reductions as well as the VAT rate in force on the day of the order.

The cost of delivery of the products is not included in the price of the products, and is invoiced in addition to the Customer. Its amount is specified to the Customer prior to the final validation of the order.

The applicable prices are those displayed online on the Site at the time the order is validated by the Customer.


III. Order

3.1. The Customer may browse the Site and view the various products on sale without any obligation to purchase or register, unless certain promotional offers or discounts are reserved for account holders on the Site and it is necessary to log in using your username and password to view them.

3.2. Any person wishing to place an order on the Site must be at least 18 years old on the day the order is placed. To place an order on the Site, the Customer must create an account on the Site. Therefore, when placing an order, he or she must either identify himself or herself with his or her identifiers and password or complete the account creation form.

To create an account, the Customer must provide the following information: title, surname, first name, date of birth, full postal address, telephone number, valid email address and a password.

The Customer is required to provide complete, up-to-date and fair information, failing which FAUCHON cannot be held liable in this regard.The Customer is informed that some of the information requested is mandatory for the proper execution of the order he has placed, which he expressly acknowledges.

In case of forgotten password, the Customer can obtain a new one by clicking on the link " Forgotten password ". The Customer will receive an email inviting him to choose a new one under the conditions and terms that will be specified to him.

The Customer acknowledges that the combined entry of his/her username (email address) and password constitutes proof of his/her identity and binds him/her for any order placed through them. The Customer is responsible for the safekeeping of his/her password, which he/she is advised not to disclose to third parties. The Customer undertakes to inform FAUCHON as soon as possible of any use of his/her username and password that may be made by a third party not authorized by the Customer.

3.3. The Customer's order is made in two stages: the Customer chooses and selects the product(s) he wishes to purchase, by clicking on " Add to basket ", and by first consulting the product sheet of the products concerned and checking that they are suitable.

Once the selection has been made, the user can continue their selection by clicking on “ Continue my purchases ”, view a complete summary of their order by clicking on “ My basket ”, or finalize their order by clicking on “ Order ”.

If the Customer chooses to finalize his order, he must then decide on the delivery method, the payment method and the billing and delivery addresses. A summary of the order is presented to him (products ordered, quantity and price of the products, delivery price, delivery method, desired delivery date, etc.) before the Customer definitively confirms it by accepting these General Terms and Conditions and clicking on " place the order " .

The total cost, including VAT and delivery, will be clearly indicated to the Customer in euros before validation of the order.

Until the validation of his order, the Customer has a mechanism allowing him to modify or cancel it, in whole or in part, by means of the functions "modify your basket" or "modify". Validation by the Customer via the payment of the order means that the order is firm and final, unless otherwise provided below. The order can no longer be modified (quantity, products, desired delivery date and time, etc.) after validation by the Customer.

The Customer cannot place an order for a delivery address that is not served by FAUCHON. The territories covered by the Site are listed here .

3.4. Payment for the Customer's order can be made by credit card (Visa, Mastercard, American Express), Paypal, via the secure interface provided by CIC bank. When payment is made by credit card, the Customer must validate the order by entering a security code that is sent to him by SMS to the number indicated when creating his account.

In the event of payment by bank card, the Customer must provide the following information: name of the card holder, card number, card expiry date, 3 (three) digit cryptogram number.

Payments by means other than those listed above are not accepted.

Orders are taken into consideration by FAUCHON subject to payment: in the case of payment by credit card, payment will be taken into consideration at the time of confirmation issued by the bank of the holder of the credit card used for payment. In the case of PayPal payment, payment will be taken into consideration at the time of confirmation by PayPal of sufficient funds in the relevant account.

In the event of an order for an amount greater than one hundred (100) euros, FAUCHON may require proof of identity as well as a copy of the card used for payment in order to combat payment fraud.

3.5. Once the order has been validated and payment has been made, the Customer receives an order confirmation by email. This email summarizes the characteristics of the order (products ordered, price, desired delivery time, etc.), as well as the possibilities of exercising the right of withdrawal, for the products for which it can be implemented.
The Customer is recommended to print and/or keep this order confirmation.IV.

 

V. Delivery

4.1. The Customer's order will be shipped after receipt of the full price of the order, including shipping costs.

4.2. The delivery time specified just before finalizing the order, and on the order summary, starts from the day following the day the Customer validates the order.

4.3. Delivery costs depend on the delivery method chosen by the Customer when placing the order. These are indicated to the Customer when placing the order, and are also detailed here .

Delivery times are expressed in working days, which are understood to be from Monday to Saturday – excluding public holidays.
In the event of exceeding the delivery deadline mentioned when placing the order and in the order confirmation - not due to a case of force majeure, the Customer may cancel his order either by registered letter with acknowledgement of receipt addressed to FAUCHON - WEB Service - 8 rue Volney - 75002 Paris, or by writing on any other durable medium (email, fax) if, after having ordered FAUCHON, according to the same terms (registered letter or writing on any other durable medium), to make the delivery within a reasonable additional period, FAUCHON has not complied within this period. The order will be cancelled and consequently the contract will be considered terminated on the date of receipt by FAUCHON of the letter or writing informing it of the Customer's intention to avail himself of this right of cancellation, unless FAUCHON has complied in the meantime. FAUCHON then undertakes to reimburse the Customer for the sums that the latter has paid to it within a maximum period of fourteen (14) days following receipt of the termination letter by bank transfer or by check. In addition, the Customer may immediately cancel his order when FAUCHON does not fulfill its obligation to deliver the product(s) on the date or at the end of the period provided and that this date or period constitutes for the Customer an essential condition of the contract, said essential condition resulting from the circumstances surrounding the conclusion of the contract or from an express request from the Customer before the conclusion of the contract.

4.5 Delivery outside Paris: Macarons, pastries and other fresh products are delivered to the recipient of the order indicated by the Customer, from Tuesday to Saturday, only in Metropolitan France and Monaco and Corsica, by Chrono 13 (no delivery to Chronopost Relay points) in specific packaging designed to ensure their optimal conservation. Since macarons can only be consumed up to the Use-By Date ("UBD") indicated on the label under the box containing them (UBD being five calendar days from the departure date of the package indicated on the transport label), FAUCHON draws the attention of its Customers in particular to the need:
i) to set a delivery date allowing the parcel to be delivered to the recipient on that date. PLEASE NOTE: If the parcel is collected by the recipient more than seventy-two (72) hours after the date of its departure from the FAUCHON logistics center – the date appearing on the shipping label – FAUCHON can no longer guarantee the freshness of the macarons (for example: parcel shipped on the 10th and collected by the recipient on the 14th or the following days);
ii) place the macarons in the refrigerator upon receipt of the package;
iii) not to freeze them (the manufacturing process already includes a rapid freezing step in order to obtain a soft and crispy texture when tasting).

Specific case of orders for which the Customer chooses Store Collection.

When placing an order, the Customer may choose to collect their products directly from the FAUCHON store, located at 11, Place de la Madeleine – 75008 Paris, during the store's opening hours, which are open Monday to Saturday (excluding public holidays and exceptional store closures indicated on the Site, where applicable) from 10 a.m. to 6:30 p.m. The Customer will indicate the dates and time slots for collecting their purchases, it being specified that the preparation of the Customer's order requires at least 3 (three) hours between payment and confirmation of the order and collection in store.

For same-day collection of the order, the Customer is informed that he must place his order before 12 noon. Any order placed after 12 noon will only be available in store the following business day, during the store's opening hours.

A period of 24 (twenty-four) hours or 48 (forty-eight) working hours (excluding public holidays, Sundays and exceptional closing days) may be necessary to prepare the Customer's order, depending on the products ordered (catering and pastries in particular). In this case, the collection dates and times must be selected after the end of this preparation period, of which the Customer will be informed prior to the validation of their order. For example, for an order placed on Thursday at 3 p.m. requiring a preparation time of 24 (twenty-four) hours, it can only be collected on Friday at 3 p.m. For an order placed on Saturday at 11 a.m. requiring 24 (twenty-four) hours of preparation, the order will only be available on Monday of the following week at 11 a.m. These cases are given as examples, and the Customer must in any event be aware of the preparation time announced before finalizing their order and ensure that it suits them.The

Customer cannot modify his order after having validated and paid for it. He can cancel it provided that this cancellation is made within 48 (forty-eight) hours preceding the withdrawal dates and times that he will have indicated.

The order is collected by the Customer with the confirmation received by email and his/her ID. The Customer may appoint a third party to collect his/her order, who must present the Customer's order confirmation, a copy of the Customer's ID card and his/her own ID.

The Customer undertakes to check the conformity of his order at the time of its collection, as well as the condition of the products and in the event that a person other than the Customer is the recipient of the Products, the Customer must ensure that the recipient concerned ensures the conformity and condition of the products when collecting them in store. The collection of his order means that he considers that it is complete and undamaged.

If the Customer does not show up on the days and times indicated, FAUCHON will keep the Customer's order until the store closes on the same day.

After this period, it will be considered that the Customer will no longer be able to collect the order in the case of perishable products.

In the event of late cancellation of the order, less than 48 (forty-eight) hours before the date and time of collection of the order indicated by the Customer, or in the event of failure to collect the orders on the date and time indicated, FAUCHON will only be required to reimburse the products that may be subject to the right of withdrawal, as described in Article 5 of the General Terms and Conditions. This reimbursement will be made by re-crediting the bank card or Paypal account used when placing the order, within 14 (fourteen) days from the day of cancellation of the order or the day of collection initially scheduled by the Customer, after deduction, where applicable, of gift or personalized packaging that cannot be reused for reasons of hygiene and health protection.

The Customer can contact the FAUCHON department in charge of the “CLICK&COLLECT” delivery method by telephone on 01 70 39 38 00 or by sending a message on our contact form.

Delivery by driver

This service is only available for orders delivered in Paris and the following departments of Ile-de-France: 92, 93, 94, 6 (six) days out of 7 (seven), from Monday to Saturday (excluding Sundays, public holidays and exceptional closures). We invite you to contact us to find out about the possibilities of delivery with driver in the departments 77, 78, 91 and 95.

When placing an order, if the delivery address provided allows delivery by driver, the Customer can choose the delivery method by driver. However, some products, particularly fragile, can only be delivered by driver and this information appears on the product sheet.

The customer will indicate the desired delivery date and time slot. The delivery time is indicative, and depends in particular on the delivery address and events independent of FAUCHON (road traffic, weather, etc.).

The Customer is informed that he must place his order at least two working days before the scheduled delivery date.

The Customer is required to ensure the conformity of his order at the time of delivery, as well as the condition of the products, and in the event that a person other than the Customer is the recipient of the Products, the Customer must ensure that the recipient concerned ensures the conformity and condition of the products upon their delivery.

The Customer undertakes to be present or ensure that the recipient of the order is present at the delivery address indicated at the time of the order, on the dates and times indicated by the Customer. If this is not the case, the delivery person will call the number provided by the Customer when registering on the Site.

If the driver is unable to contact the Customer or the Customer is unavailable, the Customer's order will be retained by the driver and returned to FAUCHON. The Customer may then set a new delivery date for non-perishable products only and at his own expense within 7 (seven) calendar days from the initial delivery date, by contacting customer service via the Contact form or by telephone on 01 70 39 38 00. It is expressly agreed that, with regard to perishable products, they may not be refunded or subject to a postponement of delivery under any circumstances. In any event, the Customer must pay the costs of a new delivery.

In the event that the Customer does not request a new delivery date within the time limit set above, the order will be considered cancelled. FAUCHON will reimburse the products that may be subject to the right of withdrawal, as well as the delivery costs. This reimbursement will be made by re-crediting the bank card or Paypal account used when placing the order within 14 (fourteen) days from the cancellation of the order or the day of delivery, after deduction, where applicable, of gift or personalised packaging that cannot be reused for reasons of hygiene and health protection.

Delivery by Colissimo

Delivery in two (2) working days from Monday to Saturday in mainland France (excluding Corsica) from 8 a.m. to 7 p.m. on weekdays and from 8 a.m. to 12 p.m. on Saturdays.

The Customer undertakes to check the conformity of his order at the time of its receipt, as well as the condition of the products and in the event that a person other than the Customer is the recipient of the Products, the Customer must ensure that the recipient concerned ensures the conformity and condition of the products upon their delivery. In the event of a conformity problem, the customer must contact Customer Service within 3 days of receiving the package.

The order cannot be cancelled once the package has been shipped. The Customer will be informed of the shipping date of the order by email / by logging in using the Colissimo reference available in their secure FAUCHON space.

In the event of a failed delivery, the package may, at the discretion of Colissimo, be dropped off at a relay point, and the Customer or recipient will be notified by Colissimo.

You can also take advantage of our delivery service with Hipli, 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 a selection of products, if your basket is eligible, Hipli will be displayed in the delivery method section . Click here to know more.

Delivery by Chronopost

The Customer undertakes to be present or ensure that the recipient of the order is present at the delivery address indicated at the time of the order, on the dates and times indicated by the Customer. If this is not the case, the delivery person will call the number provided by the Customer when registering on the Site.

The average delivery times for orders observed are: for a delivery in metropolitan France, day of the order + 2 (two) days. FAUCHON cannot be held liable in the event of a delay in delivery beyond its control. In order to find out Chronopost's delivery times, we invite you to consult the link below: here

The countries and territories in which FAUCHON delivers its products are specified on the Site, accessible at the address here .

As of this date, our products can be delivered to mainland France (including Corsica) and outside DROM-COM, as well as to Monaco and the following countries:
- 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
- Other countries : On estimate. Contact us.

The Customer undertakes to check the conformity of his order at the time of its receipt, as well as the condition of the products and in the event that a person other than the Customer is the recipient of the Products, the Customer must ensure that the recipient concerned ensures the conformity and condition of the products upon their delivery. In the event of a conformity problem, the customer must contact Customer Service within 3 days of receiving the package.

The order cannot be cancelled once the package has been shipped. The Customer will be informed of the shipping date of the order by email / by logging in using the Chronopost reference available in their secure FAUCHON space.

In the event of delivery failure, the package may, at the discretion of Chronopost, be dropped off at a relay point, and the Customer or recipient will be notified by Chronopost.

If the Customer fails to collect the products within the time limit, the order will be considered cancelled. FAUCHON will refund the products that may be subject to the right of withdrawal. This refund will be made by re-crediting the bank card or Paypal account used when placing the order within 14 (fourteen) days from the cancellation of the order or the day of delivery, after deduction, where applicable, of gift or personalised packaging that cannot be reused for reasons of hygiene and health protection.

In case of cancellation before the order is shipped, the customer will be refunded for the full amount of the products. This refund will be made by re-crediting the bank card or Paypal account used when placing the order within 14 (fourteen) days from the cancellation of the order.

Delivery by Chronofresh

Some fresh products can be delivered via the Chronopost Food service called "Chronofresh". To find out the list of fresh products eligible for delivery, refer to the information on the product sheet.

The average delivery times for orders are, where applicable, as follows: for delivery in mainland France, day of order + 2 (two) days. FAUCHON cannot be held liable in the event of a delay in delivery beyond its control. In order to find out the delivery times for Chronopost Food, we invite you to consult the link below: here

Given the fresh nature of the products delivered by Chronofresh, in the event of delivery failure due to an incorrect or incomplete address or cancellation of the order or absence of the recipient, no refund will be made.

International Shipping

The Customer can place an order for delivery to the list of countries listed here.

The average delivery times for orders are as follows: day of order + 2 (two) days of preparation, to be added to the Chronopost International times.

In any event, it is specified that the time limits may vary from several days to several weeks, depending on customs clearance, of which the Customer declares to be fully informed and expressly acknowledges.

Any costs and fees related to international transport taxes and customs are the responsibility of the Customer.

4.6. As soon as the products are delivered to the Customer, or for an order collected in store, the products have been collected in store, the transfer of risks relating to the products is carried out, the Customer or the recipient then becoming responsible for all damage that the products could suffer or cause.

Regardless of the delivery method, the Customer undertakes to check the conformity of his order, as well as the condition of the products and in the event that a person other than the Customer is the recipient of the Products, the Customer must ensure that the recipient concerned ensures the conformity and condition of the products upon delivery. Where applicable, the Customer will inform the carrier responsible of the nature and extent of the damage relating to the products, by mentioning them on the delivery slip.

In the event of an apparent defect in the products delivered (breakage, fault, etc.), the Customer has a period of 3 (three) working days to make a written complaint (email, letter) accompanied by one or more photographs of the product. The Customer does not have to return the product concerned. After this period, the products delivered will be considered free of all apparent defects. FAUCHON will reimburse or replace, by redelivering to the Customer, the products affected by an apparent defect.

4.7. Any event meeting the definition of a case of force majeure within the meaning of case law and legal provisions that would prevent or make the execution of supplies exorbitant, constitute, by express agreement, a cause for suspension or extinction of FAUCHON's obligations. The event in question being independent of FAUCHON's will, the Customer will not be compensated for this. FAUCHON will inform the Customer by any means of the existence of a case of force majeure, offering him the possibility of canceling his order and being reimbursed.

V. Right of withdrawal

5.1. In accordance with Articles L. 221-18 et seq. of the Consumer Code, the Customer has a withdrawal period of fourteen (14) clear days from receipt of any product ordered on the Site. The Customer does not need to provide a specific reason or pay any penalties.

Beyond this period of fourteen (14) clear days, no request for withdrawal will be processed. The right of withdrawal may be exercised with FAUCHON by unambiguous letter, sent to 8 rue volney – 75002 Paris or by means of the form available here . An acknowledgement of receipt of this form will then be sent to him by FAUCHON.

5.2. Please note that all products may be returned, with the exception of products designated by Article L. 221-28 of the French Consumer Code, which are not subject to a right of withdrawal. These include (i) products likely to deteriorate or expire quickly (fresh catering and pastry products, macaroons, chocolates, candied chestnuts, confectionery trays, personalized infusions, etc.), (ii) goods made to the Customer's specifications or clearly personalized (catering or pastry orders), (iii) goods that have been unsealed by the Customer after delivery and which cannot be returned for reasons of hygiene or health protection, (iv) alcoholic beverages whose delivery is deferred beyond 30 (thirty) days and whose value agreed upon at the conclusion of the contract depends on market fluctuations beyond FAUCHON's control.

5.3. For products that may be subject to a right of withdrawal, the Customer must return them to the address FAUCHON – Service WEB – 8 rue Volney – 75002 Paris, within fourteen (14) days from the exercise of the right of withdrawal. The costs of returning the products are the responsibility of the Customer, it being specified that the cost of return varies depending on the type of product concerned, carrier or shipping, weight, size or volume of the products. The products must be returned in their original packaging, unopened, unopened or started, intact and ready to be put back on the market.

In the event of exercising the right of withdrawal, the price of the returned product(s) will be refunded, as well as the delivery costs of the initial order (with the exception of additional costs resulting from the Customer's choice to benefit from a more expensive delivery service than the standard delivery service offered on the site), but not the return costs.

5.4. FAUCHON will reimburse the Customer using the same means of payment as that used to place the order, at the latest within fourteen (14) days following the sending of proof of shipment of the product before said deadline, or of receipt of the product by FAUCHON.

VI. Product Warranty

All products sold through the Site benefit from the legal guarantee of conformity and the legal guarantee against hidden defects, allowing defective products to be returned to FAUCHON.

Legal guarantee of conformity (articles L. 217-4 et seq. of the Consumer Code)

Article L217-4 Consumer Code
“The seller delivers goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery. It is also liable for any lack of conformity resulting from the packaging, assembly instructions or installation when this has been placed under its responsibility by the contract or has been carried out under its responsibility.

Article L217-5 Consumer Code “The property complies with the contract:
1° If it is suitable for the use usually expected of a similar good and, where applicable:
- if it corresponds to the description given by the seller and has the qualities that the latter presented to the buyer in the form of a sample or model;
- if it has the qualities that a buyer can legitimately expect in view of the public statements made by the seller, the producer or his representative, in particular in advertising or labelling;
2° Or if it presents the characteristics defined by mutual agreement by the parties or is suitable for any special use sought by the buyer, brought to the attention of the seller and which the latter has accepted.

Article L217-7 Consumer Code
“Any lack of conformity which appears within twenty-four months from the delivery of the goods shall be presumed to have existed at the time of delivery, unless proven otherwise. For goods sold second-hand, this period is set at six months. The seller may challenge this presumption if it is not compatible with the nature of the goods or the alleged lack of conformity.

Article L217-8 Consumer Code
"The buyer is entitled to demand that the goods conform to the contract. However, he cannot contest conformity by invoking a defect that he knew about or could not have been unaware of when he entered into the contract. The same applies when the defect originates in the materials that he himself supplied."

Article L217-9 Consumer Code “In the event of a lack of conformity, the buyer chooses between repair and replacement of the goods. However, the seller may not proceed according to the buyer's choice if this choice entails a cost that is clearly disproportionate compared to the other method, taking into account the value of the goods or the significance of the defect. He is then required to proceed, unless this is impossible, according to the method not chosen by the buyer.

Article L217-10 Consumer Code
"If repair and replacement of the goods are impossible, the buyer may return the goods and have the price refunded or keep the goods and have part of the price refunded. The same faculty is open to him:
1° If the solution requested, proposed or agreed pursuant to Article L. 217-9 cannot be implemented within one month following the buyer's complaint;
2° Or if this solution cannot be achieved without major inconvenience for the latter taking into account the nature of the property and the use that he is seeking. The sale cannot, however, be cancelled if the lack of conformity is minor".

Article L.217-11 of the Consumer Code
“The application of the provisions of Articles L. 217-9 and L. 217-10 takes place without any cost to the buyer. These same provisions do not prevent the allocation of damages.

Article L217-12 Consumer Code “The action resulting from the lack of conformity is prescribed by two years from the delivery of the good.”

Legal guarantee against hidden defects (articles 1641 et seq. of the Civil Code) Article 1641 Civil Code "The seller is bound by the guarantee for hidden defects in the thing sold which make it unfit for the use for which it is intended, or which so diminish this use that the buyer would not have acquired it, or would have paid a lower price for it, if he had known of them."

Article 1644 Civil Code "In the case of Articles 1641 and 1643, the buyer has the choice of returning the item and having the price refunded, or of keeping the item and having part of the price refunded."

Article 1645 Civil Code "If the seller knew of the defects in the item, he is liable, in addition to the restitution of the price he received for it, for all damages and interest to the buyer."Article 1646 Civil Code "If the seller was unaware of the defects in the item, he will only be required to return the price and reimburse the purchaser for the costs incurred by the sale."

Article 1648 paragraph 1 of the Civil Code “The action resulting from latent defects must be brought by the purchaser within two (2) years from the discovery of the defect.”

1/ When acting under the legal guarantee of conformity, the consumer:- has a period of two years from delivery of the goods to take action;
- may choose between repair or replacement of the goods, subject to the cost conditions provided for in Article L. 217-9 of the Consumer Code;
- is exempt from proving the existence of the lack of conformity of the good during the 24 months following the delivery of the good. For second-hand goods, this legal guarantee can be implemented within this 24-month period, under the following conditions: if this lack of conformity is identified within 6 months after delivery, the consumer is exempt from providing proof of said defect. After this period, he will have to prove that this defect existed before the sale.The legal guarantee of conformity applies independently of any commercial guarantee that may have been granted.

2/ The consumer may decide to implement the guarantee against hidden defects of the thing sold within the meaning of Article 1641 of the Civil Code. In this case, he may choose between the resolution of the sale or a reduction of the sale price in accordance with Article 1644 of the Civil Code, and must act within two (2) years from the discovery of the defect.


VII. Use of the platform - Obligations of customers


7.1. When registering online on the Site, the Customer undertakes to provide true, accurate, up-to-date and complete information about his identity and all the contact details he provides. The use of pseudonyms is strictly prohibited. The Customer undertakes to immediately update the data he provided during his registration in the event of a change. Customers are reminded that Article 226-4-1 of the Penal Code punishes with one year of imprisonment and a fine of €15,000 the act of usurping the identity of a third party or using one or more data of any nature allowing the identification of the third party in order to disturb his peace or that of others, or to harm his honor or reputation. The Customer who notices one or more facts constituting the offense of identity theft must immediately inform FAUCHON via the Contact form.

A Customer may only open one account on the Site, which is limited to their personal use only.

7.2. The Customer is solely responsible for the use made of his account as well as the protection of his identifiers and passwords. Any identity theft, loss, misappropriation or unauthorized use of the identifiers and/or account of a Customer and their consequences, are the sole responsibility of this Customer. In all the cases mentioned above, the Customer is required to notify FAUCHON, without delay, by electronic message, specifying his surname, first names, postal code, city, date of birth, telephone number, the electronic address used for his account and if possible his old password, via the contact form , to allow FAUCHON to take measures to remedy the situation, and in particular to proceed with the immediate cancellation and/or update(s) of the identifier concerned and/or the password concerned. The abusive use of this reporting option is likely to result in the liability of the person who abuses it.

Likewise, the Customer guarantees that he/she is the exclusive user of his/her mobile device. The Customer is solely responsible for the equipment with which he/she accesses the Site (purchase, maintenance, etc.), which he/she has custody of, including his/her email address, username and password, etc. He/she must not leave his/her mobile phone or any other mobile device unattended.

The Customer undertakes to take all necessary and useful measures to protect and secure its equipment, username and password, in particular by never communicating its username and password to third parties or by leaving them accessible to them.

The Customer is fully informed of the risks associated with the loss or theft of his/her ID and password, hacking of his/her equipment or any other fraudulent action allowing unauthorized use of his/her account.

7.3. In the event of knowledge of manifestly illicit actions by a Customer in the context of their activity on the Site or in connection with the latter and/or in the event of a violation of the provisions of these General Terms and Conditions and/or of any legal or regulatory obligations, FAUCHON may, immediately, without notice or compensation, delete or suspend the Customer's account. FAUCHON reserves the right to pursue before the competent judicial authorities any use of the Site that does not comply with these General Terms and Conditions.

7.4. Customers acknowledge that their access to the Site may be subject to certain technical requirements. Thus, Customers must have a high-speed internet connection and a recent browser. Failing this, any difficulties in the operation of the Site that may exist cannot in any way engage the responsibility of FAUCHON.

VIII. Protection of privacy and personal data

8.1. Customers must create an account on the Site and provide certain personal data to place an order, including in particular their title, first and last name, email address, telephone number, etc.

8.2. The personal data of Customers is subject to automated processing by FAUCHON, which is the data controller, for the purposes of managing and administering the commercial relationship with the Customer as well as prospecting.

8.3. Types of data collected:

There are two types of data:
- data marked with an asterisk: this data collected when creating the customer account and/or placing the order is necessary for the proper execution of the order and in particular for the delivery and invoicing of the order;
- other data requiring an optional response when creating the customer account and/or placing the order, communicated voluntarily by the Customer who may withdraw his consent at any time, without affecting the lawfulness of the processing given on the consent made before its withdrawal.

The data collected when creating the Customer account (name, first name, address, etc.) and/or when placing the order are kept for a period of three years from either the end of the commercial relationship or their collection or the last contact from you. This data may then be archived until the end of the applicable limitation periods, to enable proof of a related right to be established or to comply with a legal obligation.

This data will be subject to possible external communications only for:
- Allow the logistics provider, as a subcontractor, to prepare the order
- Allow the designated carrier, in its capacity as subcontractor, to make deliveries to CustomersAllow the sending of newsletters and the management of the FAUCHON loyalty program
- Allow service providers and subcontractors working for technical purposes (website maintenance, hosting, etc.) to carry out their services,
- To meet legal and regulatory obligations or the request of an administration or judicial authority.

FAUCHON ensures optimal security measures against the loss, misuse and alteration of the information entrusted to it or that it collects from the Customer.

In accordance with the applicable regulations on the protection of personal data (arising from May 25, 2018 from the European Regulation on the Protection of Personal Data), the Client has the right to request access, rectification or erasure of personal data, or a limitation of processing, or the right to object to processing and the right to data portability which he can exercise by sending an email to the following address: dpo@fauchon.fr or by writing to the head office of FAUCHON Company.

The Customer may also file a complaint with the CNIL.

8.4. FAUCHON may place cookies on the Site. The Customer's prior consent must be obtained for the placement of these cookies. This is an automatic tracking process that records information relating to navigation on the Site, and stores information entered during visits in order to facilitate the registration procedure and the use of the Site by the Customer. In accordance with current legislation, cookies will be kept for 13 (thirteen) months by FAUCHON, unless otherwise required by law. At the end of this period, the Customer's consent must again be expressly obtained to continue using cookies.

The Customer may object to their installation and/or delete them by following the procedure indicated on their browser.

Cookies cannot run programs or deliver viruses to your computer or mobile phone. Cookies are uniquely assigned and can only be read by the web server in the domain that issued the cookie.

The Customer is informed that by refusing cookies, he may not be able to access certain features of the Site.
Learn all about our Cookies Policy .

IX. Intellectual Property

9.1. Without this list being exhaustive, the "FAUCHON" trademarks and its derivatives, the logos, the graphic charter, the layout, the information, the presentation and the content of the Site, as well as the company names, trade names, signs, domain names, without this list being exhaustive, constitute protectable elements within the meaning of the French Intellectual Property Code, whether by copyright, trademark law or any other private right. FAUCHON is the owner and/or operator.The systems, software, structures, infrastructures, databases and content of any nature (texts, images, visuals, music, logos, brands, databases, etc.) operated by FAUCHON on the Site are also protected by all intellectual property rights or database producer rights in force. Any reuse, copying and more generally, any act of reproduction, representation, distribution and use of any of these elements, in whole or in part, without the authorization of FAUCHON are strictly prohibited and may be subject to legal action.Any reproduction or representation, in whole or in part, of the Site or its components, such as brands, logos, graphic charter, layout, information, photographs, presentation and content of the Site, without this list being limiting, is prohibited.

9.2. Registration on the Site does not entail any transfer of intellectual property rights to the Client, who is solely responsible in the event of non-compliance with the above provisions.

9.3. The Site may contain hypertext links to third-party websites, managed by third parties, over which FAUCHON exercises no control.

Consequently, FAUCHON declines all responsibility for the content of these third-party sites, the use that could be made of them as well as the content to which these third-party sites may refer, for which the third party concerned is solely responsible.

X. Account Deletion

The Customer may suspend or close his account at any time, for any reason, by sending the request to FAUCHON by email to the addresS dpo@fauchon.fr. This deletion will take effect after the expiry of the cancellation and withdrawal periods relating to the most recent order placed by the Customer.If the Customer deletes their account, they will no longer be able to place orders via the Site, unless they create a new account.

XI. Non-waiver - Entirety - Proof of transactions

11.1. The fact that FAUCHON does not assert a stipulation of the General Terms and Conditions or a failure or breach by the Customer of any of its contractual or legal obligations cannot be interpreted as a waiver of this stipulation, failure or breach.

11.2. In the event that a provision of the T&Cs is declared null or invalid, this provision will be considered unwritten, with all other provisions of the T&Cs continuing to apply.

11.3. Unless proven otherwise, the data recorded by FAUCHON constitutes proof of all transactions.

 

Xlll. Customer Relations Department

The Customer may in all cases contact FAUCHON by telephone on 01 70 39 38 00, Monday to Friday from 10 a.m. to 6 p.m., or by mail addressed to FAUCHON – WEB Service – 8 rue Volney – 75002 Paris, or via the contact form.

XIII. Applicable law and competent jurisdiction

 

These T&Cs are governed by French law.In the event of a dispute relating to an order, the Customer must contact FAUCHON as a priority, in order to find an amicable solution, via the Contact form.

Furthermore, in accordance with Article 14 of Regulation (EU) No 524/2013, the European Commission has set up an Online Dispute Resolution platform, facilitating the independent out-of-court resolution of online disputes between consumers and professionals in the European Union. This platform is accessible at the following link: https://webgate.ec.europa.eu/odr/ .

In the absence of an amicable outcome and whatever the origin of the conflict, whether it concerns in particular the formation, execution, interpretation, validity, termination or resolution of these General Terms and Conditions and this including for interim procedures, emergency procedures, in the event of summary proceedings, appeal on guarantee, petition or plurality of defendants, this will be under the jurisdiction of the competent French courts, in accordance with the rules of common law, it being specified that the time limits for taking legal action are not interrupted during the time during which an amicable solution is sought or mediation requested by the Customer.




Last updated on: September 30, 2022.