ARTICLE 1: Application and Acceptance of the General Terms and Conditions of Sale

These general terms and conditions of sale (the “GTC”) apply, without restriction or reservation, to the exclusion of all other conditions, to all distance sales concluded by LADUREE UK LTD, a private limited company, registered with the England and Wales Registrar of Companies under number 5381936 (“LADUREE”), with any purchaser (the “Client”) wishing to acquire the products offered for sale (the “Products”) by LADUREE on the website and mobile site www.laduree.com (the “Website”).

These GTC apply to the exclusion of all other conditions, including those applicable to in-store sales or through other distribution and marketing channels.

It is strictly prohibited to purchase Products on the Website for the purpose of resale to any third party.

The GTC are accessible at any time on the Website or upon request at the e-mail address contact@laduree.com.

The GTC may be subject to subsequent amendments; the version applicable to the Client’s purchase is the one in force on the Website at the date the order is placed. This version shall prevail over any other version or any other contradictory document. LADUREE therefore invites Clients to carefully read the GTC in force with each new order.

Any validation of an order by the Client constitutes full and complete acceptance of these GTC and of the specific conditions of their order (products, quantities, price, method and delivery times, etc.). The Client declares having read and accepted them by ticking the box provided for this purpose before validating the order.

If LADUREE does not enforce any clause of the GTC in a particular situation, this shall not be interpreted as a waiver by LADUREE to enforce it at a later time.

 

ARTICLE 2: Purpose

 

The purpose of these GTC is to define the rights and obligations of the Client in the context of the online sale of Products offered by LADUREE through the Website. They specify in particular the conditions of ordering, payment, delivery and management of any refunds of Products ordered by the Client on the Website.

 

ARTICLE 3: Products

3.1 Product information

LADUREE takes particular care in the presentation of each Product on the Website. The Products are therefore described and presented with the greatest possible accuracy. The description is intended to present to the Client the essential characteristics of the Products prior to placing the order.

 

To this end, LADUREE informs the Client of:

• The name of the Products;
• The quantity;
• The price;
• The means of payment accepted by LADUREE;
• Any delivery restrictions;
• The mandatory information required by applicable legislation depending on the nature of the Products (notably pre-packaged or non-pre-packaged Products), thus allowing the Client to be informed of their essential characteristics.

 

As regards the use-by date, LADUREE indicates it on the Product packaging or on a leaflet provided with the Product, it being specified that pastries collected in Click&Collect are not pre-packaged, and therefore the information relating to the use-by date is confirmed at the time of collection in-store to the Client or to any person authorized by the Client to collect.

The photographs of the Products are not contractual and are intended to illustrate the Products for indicative purposes only.

The Products available for order may be modified at any time by LADUREE.

 

3.2 Product quality

LADUREE takes particular care in the quality of the Products offered for sale on the Website. The Products are stored under optimal conservation conditions and are prepared and packaged according to strict quality standards.

 

3.3 Specific conditions for macarons

Macarons must be kept refrigerated and can be consumed within 5 days following the preparation date of the macaron box, which is indicated on the label affixed to the back of the macaron box (use-by date also indicated on the back of said boxes). Macarons shipped to the Client’s home are delivered in specific packaging designed to protect the goods during transport.

LADUREE particularly draws its Clients’ attention to the necessity of:

• Placing the macarons in the refrigerator;
• Not freezing the macarons.

 

3.4 Specific conditions for gift sets and assortments

In the event of unavailability, a product within an assortment or gift set may be replaced by an equivalent creation from the same range.

3.5 Allergy warning

The food Products sold on the Website contain certain allergens specified for each Product under the “Allergens” section. The nutritional information for pre-packaged food Products (e.g. chocolate, fine grocery items) is also provided on the Product sheets under the “Nutritional Information” section.

 

3.6 Availability of Products

LADUREE reserves the right to modify the range of Products at any time. Certain offers may have a limited validity period, which will be indicated for each Product or Product range.

LADUREE undertakes to honor orders received on the Website only within the limits of available stocks. However, exceptionally, a Product indicated as available on the Website may become unavailable after final registration of the order. In such a case, LADUREE will inform the Client by e-mail as soon as possible.

The Product that is out of stock will be refunded within thirty (30) days unless the Client expressly requests to defer their order to a substitute Product recommended by LADUREE.

 

3.7 Specific provisions to macaron and Eugénie assortments

LADUREE offers the Client the possibility of composing their own assortment of macarons and Eugénie within LADUREE boxes (as of today, this option is only available for home deliveries).

If a particular macaron or Eugénie flavor is unavailable, it will be replaced by another iconic flavor from the Maison already featured in the assortment.

ARTICLE 4: Ordering process

4.1 Placing the order

To place an order, the Client must provide their personal details in order to confirm, track and receive their order. The Client must confirm that the information provided to LADUREE is true, accurate and up to date. All information provided by the Client remains their sole responsibility and any anomalies generated by the Client cannot be attributed to LADUREE in the event that it becomes impossible to process the order or ensure a positive outcome.

To create and access their account, the Client must choose a username and password, which they must not disclose to anyone. LADUREE shall not be liable for any loss or damage that may occur as a result of a failure to protect their username or password. If the Client forgets their password, an appropriate function on the Website allows the Client to retrieve it using their e-mail address.

The personal data entered and linked to the Client account can be updated and corrected at any time by the Client via their account.

The personal data required for the Client to receive their parcel are: surname, first name, telephone number, e-mail address and postal address.

 

In accordance with the legal provisions in force, personal data may be stored by LADUREE for a period of three (3) years from the end of the commercial relationship.

For more information on the use of your personal data, please consult our privacy policy at the following address: https://laduree.com/en-uk/policies/legal-notice

 

 

4.2 Order registration

The registration of an order is carried out as follows:

• Selection of Products by adding them to the basket;
• Selection of delivery method;
• Validation of the basket content;
• Client identification by creating or logging into a client account;
• Delivery information (method, costs and delivery times);
• Billing information;
• Confirmation of delivery details;
• Verification and validation of the order and acceptance of the GTC by ticking the box provided for this purpose;
• Payment information and validation.

 

At each stage of the order entry process and before its validation, the Client has the possibility to correct or modify their choices.

It is also specified that in the event of delivery of Products intended for a recipient different from the Client, the Client must provide the recipient’s information (telephone number, e-mail, etc.) so that the latter may be informed by the carrier of the delivery date and time. The Client also undertakes to inform the recipient so that they do not consider LADUREE’s e-mail as fraudulent or intended for another person.

As indicated prior to the Client’s confirmation of the order, LADUREE declines all responsibility in the event of the recipient’s absence, and no refund shall be granted for this reason.

The information provided by the Client when placing the order is binding: in the event of error or omission by the Client in the recipient’s or delivery address details, including first name, last name, address, telephone number, e-mail address, door code, floor, resulting in the loss of the Products, the Client shall be liable for payment of the lost Products, and no claim for compensation or refund may be made. It is therefore the Client’s responsibility, before validating payment of the order, to verify the accuracy of the order, the information provided, and, if necessary, to make corrections.

Validation of the order by the Client implies acceptance of these GTC in their entirety. Once validated by the Client, the order is automatically registered. No request for modification or cancellation can thereafter be taken into account by LADUREE.

 

4.3 Order confirmation

LADUREE confirms receipt of the order to the Client by e-mail sent to the address indicated by the Client, summarizing (i) the Products ordered, (ii) the address, (iii) the delivery method, (iv) the payment method, and (v) the order number.

Any order placed by the Client shall only be considered final after receipt by the Client of the order confirmation and after full payment of the order price, including delivery charges, is registered by the bank. The distance sales contract between the Client and LADUREE is formed at the time of order confirmation by LADUREE.

LADUREE reserves the right to cancel or refuse any order from a Client with whom there is a dispute concerning payment of a prior order or who, in LADUREE’s opinion, presents any form of risk.

4.4 Proof of order

Order confirmation by LADUREE, the data recorded by LADUREE through the Website’s automated recording systems or by its distance sales department, as well as any e-mail exchanges between LADUREE and the Client, shall be considered proof of the nature, content and date of the transaction in the event of a dispute between the Parties and shall be kept by LADUREE for the necessary period under the legal rules of limitation.

 

ARTICLE 5: Price and payment terms

5.1 Price

Products are supplied at the prices in force on the Website at the time the order is registered by the Client. Prices are expressed in pounds sterling, excluding taxes and, where applicable, inclusive of all taxes according to the VAT rate applicable on the day of order registration, and excluding shipping costs. Processing, shipping, transport and delivery charges will be invoiced in addition under the conditions indicated on the Website and calculated prior to order validation.

Any additional charges added to the price of the ordered Product(s) must be expressly agreed by the Client. The final price payable by the Client corresponds to the total purchase amount, including these charges. The total price including VAT indicated in the order confirmation sent by LADUREE is the total price of the order including all taxes, Product prices and additional charges, including transport fees.

Prices displayed on the Website are subject to revision at any time without notice depending on the prices of seasonal products and economic conditions.

Any order validation constitutes acceptance of the price.

An invoice is issued at the time of shipment of the order by LADUREE and is available in the Client’s account under the section “My Account > My Orders > Order Details > View Invoice.”

5.2 Evidence

Order validation, order payment and order confirmation by e-mail constitute proof of the entire order and render the amounts owed by the Client to LADUREE in respect of the order payable.

 

5.3 Payment (Transaction Security)

The Client acknowledges that placing an order necessarily entails full payment thereof at the time of order, by bank card or PayPal exclusively, via a secure payment system provided by Shopify.

Online payment is made using the payment methods offered by Shopify for the relevant area. For the United Kingdom, payment can be made by Visa, Mastercard, American Express, Maestro, Discover, Diners Club, UnionPay, Apple Pay, Google Pay, Shop Pay, Bancontact, Klarna, iDEAL.

The payment request is sent in real time to the secure payment system, which ensures that the bank card is valid (no entry errors, no opposition) and confirms payment registration by issuing a transaction number or informs that the transaction has been refused. A final validation step requiring the Client to receive a validation code allows definitive payment confirmation.

The Client guarantees to LADUREE that they have the necessary authorizations to use the chosen payment method. The billing information provided by the Client when ordering must correspond to that of the holder of the payment card used, to allow LADUREE to contact the latter directly if necessary, particularly for verification or to request additional information. The Client must take care regarding the information provided relating to their credit card and delivery address.

In case of non-payment, incorrect billing address, or any problem on the Client’s part relating to payment of the order, LADUREE reserves the right not to confirm the order.

LADUREE also reserves the right to cancel or refuse any order that is abnormal, placed in bad faith, or for any other legitimate reason, including an order from a Client with whom there is a dispute regarding payment of a previous order.

Once the payment of the order has been made, it becomes final and can no longer be cancelled by the Client. A summary of the order is displayed, and an order confirmation e-mail is sent to the Client.

Payments made online by bank card will be processed through the secure payment system by Shopify. The payment request is sent in real time to the secure payment system LCL.

The bank ensures that the card is valid (no entry errors, no opposition) and confirms registration of the payment or informs that the transaction has been refused.

In the event of fraudulent use, LADUREE cannot be held liable. In the absence of sufficient funds or in case of refusal by the banks, the order will automatically be cancelled, and the Client will be notified by e-mail.

ARTICLE 6: Delivery

6.1 Conditions

Orders will be delivered after receipt of full payment of the price, including delivery costs.

Any event defined by case law as a force majeure event likely to delay or prevent the supply of or increase the cost of the products ordered shall constitute grounds for suspension or termination of LADUREE's obligations if the event in question exceeds a period of fifteen (15) days, without compensation for the Client. LADUREE undertakes to inform the Client, by any appropriate means, in the event of such a case of force majeure, that they are authorised to cancel their order by email.

6.2 Client/Recipient details

As a reminder, the Client is responsible for the information provided regarding the name and address of the recipient. This information must be precise, accurate and complete (in particular concerning the door entry code and floor) so that delivery can take place in the best conditions. Under no circumstances shall LADUREE be held responsible for a failed delivery due to an error in the delivery address or impossibility of delivering to the address provided. The recipient and/or Client must contact the carrier in case of absence.

It should be noted that for all home delivery orders, the Client must provide the local telephone number of the recipient (ideally a local mobile number in the country of delivery). The service provider mandated by LADUREE will not contact numbers outside the delivery country.

6.3 Delivery times

Delivery times are indicated to the Client on the date the order is placed. The Client may choose the delivery date when placing the order, which may be within two working weeks of the order date. Delivery times are provided for information purposes only and LADUREE undertakes to do its utmost to meet them. However, LADUREE cannot be held liable for any delivery delays attributable to its carriers.

Except in special cases or in the event of unavailability, the Products ordered are delivered in a single shipment. The risks are transferred to the Client as soon as the order has been handed over to the carrier or shipper.

No refund will be granted to the Client who refuses a delivery on the grounds that it does not take place on the day chosen by him or her or by the recipient.

LADUREE shall make every effort to ensure that the Products ordered by the Client are delivered within the time frames indicated and communicated for information purposes.

If the Products ordered are not delivered within thirty (30) working days after confirmation of the order, for any reason other than force majeure or the Client's fault, the sale may be cancelled at the Client's request. The sums paid by the Client shall be refunded to them no later than fourteen (14) days after the date of termination of the contract, excluding any compensation or deduction.

6.4 Deliveries on public holidays

Public holidays are understood to be public holidays in the locations of the delivery and shipping addresses for the order; therefore, public holidays in the county where the delivery address for the order is located must be taken into account.

Please note that any order placed on the day before a public holiday will be prepared and shipped on the next working day. If the Client chooses the first available date offered on the Website (for example, if the Client places an order on 24 December, their order cannot be prepared and shipped until 26 December). Similarly, any order placed on a public holiday will be prepared and shipped on the working day following the public holiday.

6.5 Client reservations

It is the Client's responsibility to check the contents of the order on the date of delivery. Any discrepancy in quantity must be reported to LADUREE within 24 hours of receipt of the order, in accordance with the conditions set out in these GTC. Complaints relating to damage, delay, loss or inadequate packaging must be made in writing on the day of receipt of the order, either directly on the carrier's delivery note or via the carrier's dedicated platform.

6.6 Delivery methods

Depending on the Products ordered, the Client may choose from the following delivery methods:

- home delivery;

- courier delivery;

- collection from certain points of sale (Click&Collect).

 

6.6.1 Home delivery

Delivery dates and times are provided for information purposes only on the Website, unless otherwise agreed in writing. The delivery dates and times indicated are subject to the correct and timely delivery of the goods by LADUREE's suppliers and the delivery service providers appointed by LADUREE. Any complaints regarding delivery must be made directly to the delivery service provider in question.

• Delivery charges and order tracking

Delivery charges will be automatically calculated based on the delivery location and indicated before payment confirmation.

Order tracking is provided by the carrier. An e-mail will be sent to the Client or recipient when the parcel is collected from our warehouse and upon delivery. 

The Client chooses a delivery date when finalizing the order. Delivery dates are offered up to ten (10) working days after the order date.   

It is also important to note that during busy periods such as holidays, delivery times may be longer. LADUREE encourages Clients to place their orders in advance for these periods.

To track deliveries, LADUREE invites Clients to consult our carrier's website directly using the tracking number sent by e-mail when the parcel is dispatched.

 

LADUREE cannot be held responsible for alerting Clients in the event of delays or lack of information from the carrier regarding tracking.

 

6.6.1.2 Required presence of recipient

Absence of the recipient at their home/inability to contact the recipient:

 

For all deliveries and shipments, we ask our Clients to ensure that the recipient is present on the day of delivery.

If the recipient or a person able to take possession of the Products upon delivery is absent, the carrier will contact the recipient to reschedule a delivery, up to a maximum of three attempts. LADUREE cannot be held responsible for any return of delivery due to the inability to deliver to the address provided because the recipient was absent.

Furthermore, if the transport company appointed by LADUREE is unable to contact the Client, the Client will not be entitled to a refund of delivery costs.

Given the perishable nature of the products offered by LADUREE, in the event of a parcel being returned due to the absence of the recipient or Client, LADUREE will systematically destroy the food products, and no refund or replacement request may be made by the Client.

Furthermore, LADUREE shall not be held liable for any deterioration of the products due to their late collection from the transport company appointed by LADUREE.

 

• Delivery by courier

The Products that can be delivered by courier are as follows: Products for sale on the Website for which courier delivery is enabled and offered. Subject to availability.

6.6.2.1 Delivery times

Courier delivery times vary depending on the service chosen: same-day delivery within two (2) hours or delivery on a specific date and time slot. The Client chooses their delivery slot from the available slots offered to them.

Delivery slots are offered up to seven (7) working days after the order date.

6.6.2.2 Delivery address/Recipient must be present

The Client is responsible for providing accurate and complete information regarding the recipient's name and address (including door code and floor number) to ensure delivery under normal conditions. LADUREE cannot be held responsible for any returned deliveries due to incorrect addresses.

For all deliveries and shipments, the Client undertakes to ensure that they or the recipient are present on the day of delivery.

If the recipient is absent, the courier will leave a delivery notice at the delivery address, or send a text message or e-mail. LADUREE cannot be held responsible for any returned deliveries due to the inability to deliver to the address provided as a result of the recipient's absence or an error in the address.

                            6.6.2.3 Courier delivery areas

If the Product can be delivered by courier, a note will be displayed on the Product page.

6.6.2.4 Courier delivery charges

Charges vary according to the postcode of the selected delivery area.

6.6.3 Pick-up in store via Click&Collect

Products sold on the Website for which delivery is enabled and offered are available for Click&Collect. Subject to availability and assortment at the selected store.

 

This service is available during shop opening hours.

The Products ordered will be available in the relevant shop within one (1) hour of order confirmation and must be collected no later than the shop closing time on the collection day chosen by the Client.

An order confirmation e-mail or text message will be sent to the e-mail address provided by the Client.

Products ordered via Click&Collect that are not collected on the day specified when the order was placed during the store's opening hours will be considered lost and will not be eligible for a refund.

To collect the order, the Client must go to the checkout of the selected Store with the unique collection code received by text message and/or confirmation e-mail, or with proof of identity if they do not have their code.

The Client is responsible for ensuring that their order is correct at the time of collection. Once the order has been collected, no claims for non-compliance will be accepted.

For any questions regarding your Click&Collect order and its collection, the Client may contact the store where they placed their order directly.

 

6.7 Receiving the order

The Products are deemed to have been received when the Client takes physical possession of them (the ‘Receipt’). The Client must check the condition of the Products upon Receipt.

Any defect in the Product must be reported by e-mail to LADUREE on the day the order is received.

In the event of missing items, loss or damage, the Client must make all necessary reservations:

- with LADUREE if the Products are collected from the Boutique via Click&Collect.

- with the carrier if the Products are delivered to the Client's home or by courier, specifying the nature and extent of the damage on the delivery note.

For all deliveries and shipments, the Client shall ensure that the recipient is present on the day of delivery.

Where applicable, the Client shall confirm any reservations made in writing on the day of receipt using the contact form available here. The complaint must be accompanied by a photograph clearly showing the damage to the Product. After this period, the Products delivered shall be deemed free of any defects.

LADUREE shall refund or replace, at its own expense, only Products that are non-compliant or affected by a defect.

ARTICLE 7: Transfer of ownership – Transfer of risks

The transfer of ownership of the Products to the Client shall only take place after full payment of the price by the latter, regardless of the delivery date of said Products.

The transfer of risks shall take place upon dispatch or handover to the carrier. From that date onwards, the Client shall assume full responsibility for any damage that the Products may suffer or cause. The Products therefore travel at the carrier's risk.

ARTICLE 8: Guarantee of Product defect exemption

LADUREE, in its capacity as seller, undertakes to fulfil its obligations in accordance with the contract entered into with the Client.

LADUREE guarantees that the Products ordered are free from defects until the expiry date and for a maximum of two (2) years from the date of delivery. For Products without an expiry date, the legal period of two (2) years from the date of delivery applies.

LADUREE may offer a warranty of its choice with a partial or complete replacement with an equivalent Product, with a credit note for a maximum amount corresponding to the sale price at the time of the order, or by granting a discount.

There is no general right of return on Products that are free from defects and have been delivered correctly. The guarantee is explicitly excluded in the following cases: - Any request for return on the sole grounds that the Product does not correspond to the Client's tastes or requirements without any defect relating to the intrinsic quality of the product being found;

- Any request for return of fresh Products;

- Any request for return on the grounds that the Products were ordered inadvertently.

ARTICLE 9: Complaints and returns

LADUREE makes every effort to satisfy its clients. In the event of a complaint, please contact our client service department via the contact page on the Website.

For reasons of food hygiene and safety, LADUREE will not accept any returns or exchanges of food items, unless prior agreement has been obtained from client services. If a return is agreed, the Product must be returned in its original condition and packaging, accompanied by proof of purchase. Shipping costs will be refunded based on the invoiced rate and return costs in the event of a complaint (excluding the exercise of the right of withdrawal) will be refunded by LADUREE upon presentation of supporting documents. 

After analyzing the situation, LADUREE will determine at its discretion the appropriate arrangement, either a refund of the sums paid or a new delivery of the Products within thirty (30) days of the cancellation of the order.   By accepting such replacement or refund, the Client or any other party concerned agrees to waive any additional claims that may be made, including, in particular, the payment of interest.

LADUREE IS NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF PROFITS, REVENUE OR BENEFITS ARISING FROM OR RELATED TO A VIOLATION OF THESE GENERAL TERMS AND CONDITIONS OF SALE OR A CLAIM AGAINST YOU BY ANY THIRD PARTY.

 

ARTICLE 10: Limitation of liability of LADUREE

LADUREE is not responsible for any communication, network connection, computer or website malfunction issues for a given browser.

LADUREE does not guarantee that the Website will operate without interruption or that it will be free of computer errors, nor does it guarantee that any defects found will be corrected.

LADUREE does not guarantee that the Website, the servers providing access to it and/or third-party websites to which it links do not contain viruses or other components that may cause damage to property or persons.

LADUREE cannot be held liable if data relating to a Client does not reach it for any reason or arrives illegible or impossible to process (for example, if the Client has computer equipment or a software environment that is inadequate for the order or has an internet connection problem).

Under no circumstances shall LADUREE be held liable for any loss of data or damage to such data.

LADUREE shall not be held liable if the non-performance or poor performance of the order is attributable to technical constraints beyond LADUREE's control. In particular, LADUREE shall not be liable for any delay, loss or misdelivery of an e-mail validating the Client's account or confirming the order.

LADUREE shall also not be liable for the functioning of the secure payment page, which is provided by an external service provider, or for any dispute arising in connection with the payment process.

In the event of force majeure, LADUREE may, at its sole discretion, cancel the order without incurring any liability in this regard. In this case, LADUREE will refund the Client the price of the order.

Under no circumstances shall LADUREE be held liable for the direct or indirect consequences of such events.

ARTICLE 11: Intellectual property

The content of the Website, including, but not limited to, text, comments, illustrations, photographs and images reproduced on the Website, is the exclusive property of LADUREE and is protected by intellectual property rights. Any reproduction of the Website, in whole or in part, is strictly prohibited without the prior written authorisation of LADUREE. Any violation of our trademarks and the integrity of our Products may result in civil or criminal prosecution.

ARTICLE 12: Personal Data

Personal data collected by LADUREE in connection with the creation of a Client account and the placing of an order is processed in accordance with LADUREE's privacy policy, available at this address:

Insérer lien

ARTICLE 13: Applicable law and jurisdiction

These GTC are subject to common law.

In the event of a dispute, an amicable solution will be sought as a priority before any legal action is taken. To this end, we kindly ask our Clients to contact our Client Service Department by post at the following address: contact@laduree.com. If no amicable solution can be found, any legal action will be brought before the courts of London.