FAQ

If you need help or information, please contact our Customer Service at +33 (0)1 70 39 38 00 or by sending a message using our contact form.
Our advisors are available from Monday to Friday, 10am to 6pm. They will answer all your questions and will be happy to advise you on the purchase of our products.

At the end of your order, you will receive an order confirmation email which will allow you to identify yourself to our Customer Service in case of a request. If you do not receive a confirmation, please check your spam folder, verify that your order status is "processing", and check that the email address in your account is correct.

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 an order has been placed, it will only be taken into account for the next order

The order process has 4 steps:

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. Enter payment information.
4. Review and confirm your order.

Once your order is complete, you will receive an order confirmation email, which will allow you to identify yourself to our Customer Service in case of any inquiries. If you do not receive a confirmation, please check your email's spam folder, ensure that your order status is "processing," and verify that your account's email address is correct.

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

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

"Validated": Your order payment has been validated. Your order has been successfully registered.

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

"Shipped": Your order has been handed over to 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 delivery address or day for your order, please contact our Customer Service at +33 (0)1 70 39 38 00 or by sending a message via our contact form at least two (2) business days before the originally scheduled delivery date.

In the event that your order has already been shipped, our Customer Service will endeavor to make a request to the carrier. We are not held responsible if the instruction is not taken into account by the carrier.

To view your order history, please 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 exclusively 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 recipient's information. Once the gift card purchase is confirmed, the customer will receive an order confirmation email. The recipient will receive, on the scheduled date, an email specifying the 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 products to your cart, then enter the code on the payment page. Gift card not valid in stores.

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/en/collections/united-kingdom-products ).
Other countries: On quote. Contact us.

Our different delivery and collection methods are:

COLISSIMO home delivery
CHRONOPOST home delivery

CHRONOFRESH home delivery for fresh products
Delivery by DRIVER
In-store collection

COLISSIMO home delivery
On each product page, a delivery module allows you to check if the product you are viewing is available via your desired delivery method.

Delivery times

When you confirm your order, we will inform you of the estimated delivery date for your order. Please note that this date is indicative and FAUCHON cannot be held responsible for any delay in Colissimo's delivery. The date selection module allows you to select a date; if the desired date is grayed out, it is no longer available for delivery.
In mainland 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 more information.

Delivery hours
In mainland France, our carrier COLISSIMO delivers between 8 am and 1 pm (except in exceptional circumstances where delivery may occur up to 6 pm).
During periods of high activity (Christmas, Valentine's Day, Easter, Mother's Day, etc.), as well as in cases of heavy traffic or exceptional bad weather, drivers may experience delivery delays.

Delivery tracking
To track your delivery, please visit our carrier COLISSIMO's website (www.laposte.fr) using the parcel's shipping number available in your FAUCHON account (Order History).

In case of recipient's absence
To ensure proper delivery of your order, it is necessary to provide all details related to the recipient's delivery address, such as the door code, building or apartment number, floor, and whether the package can be left with the concierge in case of the recipient's absence. FAUCHON cannot be held responsible for the non-receipt of an order due to an erroneous or incomplete address or the recipient's absence.

If the parcel allows, our carrier will deposit it in the mailbox. If the carrier is unable to deposit it, they will attempt to call you. In case of absence, they will leave a delivery notice (no mailbox, missing access code, etc.). You can find the pick-up point address by checking the tracking on www.laposte.fr

Delivery service with Hipli

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

CHRONOPOST home delivery
On each product page, a delivery module allows you to check if the product you are viewing is available via your desired delivery method.

Delivery times

When you confirm your order, you can select your desired delivery date. Please note that this date is indicative and FAUCHON cannot be held responsible for any delay in Chronopost's delivery. The date selection module allows you to select a date; if the desired date is grayed out, it is no longer available for delivery.
In mainland France, average delivery times are 24 hours from the dispatch of the order (excluding weekends and public holidays). If you wish to have a later delivery, 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 hours
In mainland France, our carrier CHRONOPOST delivers between 8 am and 1 pm (except in exceptional circumstances where delivery may occur up to 6 pm).
During periods of high activity (Christmas, Valentine's Day, Easter, Mother's Day, etc.), as well as in cases of heavy traffic or exceptional bad weather, drivers may experience delivery delays.

Delivery tracking
To track your delivery, please visit our carrier CHRONOPOST's website (www.chronopost.fr) using the parcel's shipping number available in your FAUCHON account (Order History).

In case of recipient's absence
To ensure proper delivery of your order, it is necessary to provide all details related to the recipient's delivery address, such as the door code, building or apartment number, floor, and whether the package can be left with the concierge in case of the recipient's absence. FAUCHON cannot be held responsible for the non-receipt of an order due to an erroneous or incomplete address or the recipient's absence.
If the recipient is absent when the parcel is presented, our carrier will leave a delivery notice in the mailbox. This notice will specify the address where the parcel can be collected (Chronopost agency in your city or relay point).

If the carrier is unable to leave a delivery notice (no mailbox, missing access code, etc.), you can find the pick-up point address by checking the tracking on www.chronopost.fr.

Cold packs are integrated into our packages to keep products that require it at the correct temperature throughout transit. However, if your order contains macarons, please ensure you collect your parcel within 4 days of the scheduled delivery date.

CHRONOFRESH home delivery

Chronofresh delivery is only available in mainland France. Chronofresh offers express transport for fresh products. The temperature of packages is constantly monitored, allowing for a systematic and immediate alert in case of cold chain breakage.

On each product page, a delivery module allows you to check if the product you are viewing is available via your desired delivery method. For even more detailed information, we invite you to enter your delivery postal code directly on the product page.

FAUCHON offers free Chronopost home delivery for your order in mainland France, Monaco, and Corsica, for purchases over €150, excluding shipping costs.

Delivery times

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

Delivery hours
In mainland France, our carrier CHRONOPOST delivers between 8 am and 1 pm (except in exceptional circumstances where delivery may occur up to 6 pm). During December, Chronopost delivers throughout the day between 8 am and 6 pm.
During periods of high activity (Christmas, Valentine's Day, Easter, Mother's Day, etc.), as well as in cases of heavy traffic or exceptional bad weather, drivers may experience delivery delays.

Delivery tracking
To track your delivery, please visit our carrier CHRONOPOST's website (www.chronopost.fr) using the parcel's shipping number available in your FAUCHON account (Order History).

In case of recipient's absence
To ensure proper delivery of your order, it is necessary to provide all details related to the recipient's delivery address, such as the door code, building or apartment number, floor, and whether the package can be left with the concierge in case of the recipient's absence. FAUCHON cannot be held responsible for the non-receipt of an order due to an erroneous or incomplete address or the recipient's absence.

Due to the extremely fragile nature of Chronofresh products, FAUCHON cannot refund fresh products in case of delivery failure.

Delivery by DRIVER

The courier delivery service is available for all FAUCHON products in Paris and its inner suburbs. This service is available from Tuesday to Friday (excluding public holidays). From the cart, 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 delivery by driver is not available on www.fauchon.com

In case of recipient's absence
In case of the recipient's absence, the driver will try to reach them by phone. If they are unable to contact them, the order will be returned to us. An additional charge may be requested for scheduling a new delivery. If the order contains fresh products, it cannot be refunded. Delivery costs will remain at your expense.

IMPORTANT
- During periods of high activity (Christmas, Valentine's Day, Easter, Mother's Day, etc.), as well as in cases of heavy traffic or exceptional bad weather, drivers may experience delivery delays.
- To ensure proper delivery of your order, it is necessary to provide all details related to the recipient's delivery address, such as the door code, building or apartment number, floor, and whether the package can be left with the concierge in case of the recipient's absence. FAUCHON cannot be held responsible for the non-receipt of an order due to an erroneous or incomplete address or the recipient's absence.

In-store order collection

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

On each product page, a delivery module allows you to check if the product you are viewing is available via your desired delivery method.

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

Collecting the order
To collect an order, please go to the Concierge service on the ground floor of our boutique at 11 place de la Madeleine with the order confirmation sent to you by email and a valid ID. If you have not been able to print it, your full name, order number, and ID will be requested for collection.
If you wish for a third party to collect your order, they must present the order confirmation sent to you by email, as well as their ID.
Your products are manufactured and your order prepared on the day of collection. In case of delay in collecting your order, it will be reserved for you until 7:30 pm if it contains fresh or perishable products. If you are unable to come, we invite you to contact our Concierge service by 3 pm on the day of your order collection, at 01 70 39 38 02, to reschedule your order collection.
Any order for fresh products not collected on the chosen collection day will be definitively lost and will not be refunded.

SPECIAL CASES

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

Macarons
FAUCHON macarons are shipped by Chronopost, only from Tuesday to Saturday, to guarantee their quality. FAUCHON macarons are shipped in an insulated package, specifically designed to protect them and keep them fresh throughout transit. Macarons are delivered with an ice pack to preserve their quality; this pack can be reused but is not for consumption. Macarons should be enjoyed up to 5 days after the shipping date indicated on the box. They should be stored in the refrigerator upon receipt. FAUCHON pastry chefs have created a macaron recipe for you, made from high-quality ingredients and including a rapid freezing step to achieve a melting and crispy texture upon tasting. Please do not 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 required by FAUCHON. If, however, your package or items arrive damaged, we invite you to take a photo and send it to Customer Service via our contact form

After a period of 3 days, we will not be able to guarantee a refund or re-shipment of damaged products.

Home, office, or friend delivery within 24 to 48 hours after dispatch, in a reusable package that can be returned in any La Poste mailbox.

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

Our Hipli delivery service is available for a selection of products. If your cart is eligible, Hipli will be displayed in the delivery method section. Click here to learn more. Click here to learn 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 at the bottom of your refrigerator. For the best tasting experience, we recommend taking them out ten minutes before serving.

FAUCHON macarons are shipped via Chronopost. They are sent in an insulated and refrigerated packaging, specifically designed to protect them and keep them cool throughout transit. The macarons are delivered with an ice pack to preserve their quality; this pack can be reused but is not for consumption. Macarons should be stored in the refrigerator upon receipt. FAUCHON pastry chefs have created a macaron recipe for you, made from high-quality raw ingredients, including a rapid freezing step to achieve a melting and crispy texture upon tasting. Please do not refreeze them.

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