How do I place my order online?
To order online, all you have to do is add items to your basket. Once your basket is finished, you will be asked to create a client account by providing us with your email address and answers the questions that follow. If you already have an account, use your client ID to sign in. Next, you will be asked for the delivery and billing address(es), and to choose your delivery and payment methods. Once your order is finished, you will receive a confirmation email. Please note, the email might go into your spam folder.
Can I get assistance while creating my order?
In case of difficulty, please contact our customer service using the contact form on our site. We will respond as soon as possible.
Can I change my order?
To change or cancel your order, please contact our customer service using the contact form on our site. Please note that changes and cancellations cannot be made after the order has been transferred to our transporter.
The shipment received does not match my order. What should i do?
Our entire team is mobilized to prepare the orders with great care, but mistakes can be made. Please contact customer service using the contact form on our site within 48 hours of receiving your shipment.
Is it possible to add a personal message to my shipment?
It is possible to add a personalized message to your order. You may transmit your message to us when you validate your order on the website in the message space.
Qu'est-ce que la pré-commande ?
Lors de certains lancement de produits, il est possible d'effectuer une pré-commande. C'est à dire commander et reserver un produit qui sera expédié ultérieurement, selon les conditions precisées lors du lancement.
The item I received was broken or melted. What should I do?
We prepare every order with the utmost care. However, despite all the precautions that we have put in place, mistakes can happen. Chocolate is a fragile substance. If you encounter one of these problems with one of your orders, please contact customer service using the form on our site.
Which cities can be delivered by courier service?
Courier delivery is possible in Paris and in certain nearby cities. You will find the complete list on the Delivery page. All other cities will be delivered by Chronopost.
How can I track my order?
A short time after confirming your order, you will receive an email with the Chronopost tracking number. If you chose the courier deliver option, you will receive confirmation of the delivery time window but you will not be able to follow the courier in real time.
What are the order preparation and delivery lead times?
Orders placed before 11 am are shipped same day. Chronopost shipments are delivered within 24-48 hours after leaving our location for major French cities. Chrono Express deliveries to international destinations are treated within 2 - 6 days for Europe and 3 -5 days for the U.S.
My order is late, what can I do?
If your order is late, please contact us using the form on our site. We will help you find a solution.
I have not received my order, what should I do?
If you have not received your order and it shows as "delivered" in your account under "My Orders", please send us HANDWRITTEN sworn statement by email at the following address: email@example.com. We will do what is necessary.
Can I reschedule my delivery?
To change your delivery date/time, please visit the Chronopost website which will allow you to change the date up to 6 business days. For courier deliveries, please contact customer service using the contact form on the site.
Is it possible to leave my package at my door or in my mailbox?
Unfortunately, it is not possible to leave a package at your door or in your mailbox because we cannot guarantee that you will receive it. You can, however, provide us with the contact information of a neighbor or the concierge to receive the delivery.
How are my items transported?
Our chocolates are transported in boxes labeled "Fragile" for a better handling by the transporter. They are packaged in Chocolat Alain Ducasse bags and bubble-wrapped. We use the Chronopost's food industry transport system and couriers equipped to transport fragile food items. During the warmer months, our chocolates are transported chilled.
Why are courier deliveries not available during certain periods?
Courier deliveries are not available during the warmer months because transport conditions are not optimal for our chocolates and we cannot guarantee in what state they will be when delivered.
When can I pick up my order?
The pick-up date is indicated in your order confirmation email. Please show up at the time selected with the confirmation email to pick up your chocolates.
Can someone else pick up my order in the boutique?
If you wish to send a third party to pick up your order from our boutique, please provide them with the order number found in your order confirmation email.
Can I change a pick-up order?
It is possible to change your order on condition that the selected item be of the same value. If you wish to change for a item with a different value, please contact customer service.
Can I change my order pick-up date?
To change your click and collect date, please call the boutique in question to inform them of the change.
How and where are Alain Ducasse choclates made?
In the middle of the bustling Bastille neighborhood, the Manufacture de Chocolat Alain Ducasse is one of the rare workshops where the chocolate is entirely handmade, from the cocoa bean to the finished chocolate. We select our beans from around the world before transforming them according to traditional methods at the Manufacture. Everyday we work, taste and refine our chocolates so that they express their origins and characters to the best of our ability.
How should I store my chocolates?
Our chocolates are best when kept between 15ºC/59°F and 18ºC/64°F Celsius in order to maintain optimal taste quality.
How long will my cholocates last?
DMD is the acronym for Date of Minimum Durability. After this date, the item might lose some taste quality and/or original visual aspect. The DMD of our chocolates is indicated on the back of every packaging and on our website, and differs for each item. All our items are handmade in Paris, without any artificial colorings or preservatives.
Are all the items available for delivery?
All of our permanent collection items are available for delivery. Certain seasonal creations (moldings), for example for Easter or Christmas, are too fragile to be delivered by Chronopost. They are therefore only available by courier delivery in Paris and neighboring suburbs.
To which countries do you deliver?
You will find the list of countries for delivery on our Delivery page. We reserve the right to modify this list throughout the year due to weather events.
Do additional taxes apply to international deliveries?
Le Chocolat Alain Ducasse will assume responsibility for import taxes for shipments to the U.S. Due to customs regulations, we do not accept orders in excess of 650€ (VAT not included). Le Chocolat Alain Ducasse is responsible for shipments and under no circumstances should you have to pay additional fees.
How can I change my invoice?
To make changes to your billing address, please contact our customer service using the Help tab on our website or by writing us at the following address: firstname.lastname@example.org.
How will I receive my invoice?
Your invoice is sent directly with your order confirmation email. You can also consult it on our website in your client area.
How can I create an account?
Please visit the My Account page and click on Create Your Account, then simply fill in the required fields. You can also create your account when validating your shopping basket.
Can I add multiple delivery addresses?
To add a new address to your Customer Account, please click on the "Addresses" tab in your account, then click on "Create a new address". You can also add a new address directly when validating your order at step 2: Addresses.
How can I change my password?
If you forget your password, click on "Password forgotten?" on the connection page. You will be asked for the email address associated with the account, after which you will receive an email with instructions on how to reset your password. Please note that this email might end up in your spam folder.