Order
Can I place an order for several delivery addresses?
Yes, the site allows you to divide an order into several packages with separate delivery addresses and dates.
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.
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.
How do I place an order on the B2B site?
Once your account has been validated, add the products to your basket, select your delivery addresses and your delivery date, then proceed to checkout.
Shipping
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.
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.
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.
What are the delivery times for products?
- Standard products: 5 to 10 working days depending on quantity.
- Festive products: 7 to 14 working days.
For large orders, a specific lead time may be requested.
Do you deliver outside France?
Deliveries are currently limited to France. For international delivery, please fill in the contact form.
Can I choose a specific delivery date?
Yes, a calendar is available when you order to select a suitable date.
Product
Are the prices visible on the items?
The prices are posted on our website and in our boutiques for informational purposes; they are not visible on our product packaging.
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.
What types of products are available on the B2B site?
You'll find the same catalog as for B2C, with exclusive products for businesses.
What festive products are available?
Specific creations, such as Christmas or Easter products, can only be ordered during specific periods.
Can I customize products?
Some products can be customized. Contact the sales team for more information.
Invoice
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: contact@ducasse-paris.com.
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.