How to place an order on the Pierre Hermé Paris website ?
To place your order:
1. ADD TO CART
Add the desired products to your cart by clicking on the "Add to cart" button, directly from the category page or from the product page
2. CHECK YOUR CART
a. "View my cart"
Click on the cart icon on the top right or on the "View My Cart" button once the items have been added: make sure that all the selected products are all available in the same delivery method, i.e. either Home Shipment or Click and Collect or Courier Delivery. If the products in your cart are all available in the same delivery mode, you can proceed to the validation of your cart. If some products have different delivery methods, the order cannot be completed because we only process one delivery method per order. To proceed to the validation, you just have to delete and/or replace the concerned products.
b. "Apply a Discount Code"
If you have a promotional code or gift card, please copy it into the dedicated box. Then click on "Apply".
c. "Gift Bag"
If you would like to add a gift bag to your order, please check the box for this.Once all these verifications are done, you can validate your cart by clicking on the "Checkout" button.
From the "Connection" page, you have the possibility to :
- Connect to your account, if you already have one
- Create a new account
- Order without creating an account
- Click on the corresponding button and follow the instructions.
a. Choice of the delivery address
Fill in the information concerning your delivery address. The available delivery methods will only be displayed once the postal code has been entered.
b. Choice of the delivery method
Choose the desired delivery method from the options provided.
If the desired delivery method is not available:
The minimum order amount has not been reached
Some products in the basket are not available in this delivery mode.
By default, the delivery methods proposed are the ones available for all the products in the basket.
c. Choice of the delivery date or pick up in store
After validating the delivery method, click on the desired delivery date. In the case of a Click and Collect delivery, click on the store of collection and the desired time slot.
d. "I wish to add a message".
Check the box, write your personalized message then validate your message then click on the "Next" button. Without validating your message, you will not be able to proceed to the "Payment" step.
a. Billing address
If your billing address is different from the delivery address, please uncheck the box "My billing and delivery addresses are the same" and fill in the form for the billing address. To validate, click on the "Update" button.
b. Validation of the General Sales Conditions
Please check the box "I have read and accept the general sales conditions".
c. "Apply a discount code".
If you have a discount code, please fill in the box provided.
d. "Apply your Gift Card code"
If you have a Gift Card, please fill in the code of your Gift Card in the box provided and validate by clicking on the button "Add Gift Card".Once all this information is filled in, click on the "Checkout" button to be redirected to the payment page.
6. MONETICO SECURE PAYMENT
On the Monetico Payment page, please enter your credit card number, its month and year of expiration and the verification code located on the back of your card. To validate the payment, click on the "Validate" button. To cancel your payment and return to the PIERRE HERMÉ PARIS website, click on the "Cancel" button.
7. MONETICO IDENTIFICATION
Fill in the verification code received via sms or via your bank's application, then validate. Once the validation is accepted, please wait to be automatically redirected to the site.Warning: If you refresh the page before the automatic redirection, your payment may not be successful. Your order will then not be taken into account.
I would like to receive my order the same day I placed it, is that possible?
It is not possible to order for the same day on the site. For all D-Day orders, please contact Customer Service at 01 45 12 24 02 before 11:30 am
The desired delivery method is not available, why?
Your delivery method does not appear?
Here are the possible reasons:
- The products contained in the basket have incompatible delivery methodsby default
- The delivery methods proposed are the ones available for all the products in the basket
- The product is not available in the desired delivery mode
- For the courier delivery, it appears only if the amount of the basket is higher than 35€ and once the postal code is filled in.
I forgot my password, how can I change it ?
For security reasons, we do not have access to our customers' passwords.To reset a password, click on "Forgot Password" in the "My Account" section.A password reset link is sent by email. By clicking on this link you will be able to set a new password for your account. You also have the possibility to make this choice in the shopping cart, at the time of the identification.
How can I unsubscribe from Pierre Hermé Paris newsletter ?
While in your account, select the ''my subscription'' menu and chose the terms you want to. You can also press the unsubscribe button in the footer of the last email you got.
How do I cancel my order?
Orders placed on the Pierre Hermé Paris website and through our customer service department are binding. It is possible to cancel your order, provided you contact our customer service:
- At least 48 hours before the delivery or pick-up date, in which case a credit note or refund will be issued by our customer service department
- At the latest 24 hours before the date of delivery or collection, in this case, only a credit note for the amount of the cancelled products will be issued by the customer service.
No refund will be possible In the case of a cancellation within 24 hours before the date of delivery or collection, no refund or credit will be issued by the customer service. The customer service can be reached at 01 45 12 24 02 from Monday to Sunday from 10am to 1pm and from 2pm to 6pm.
Pierre Hermé Paris' products
Our products often change during the year. Some products are even available exclusively to certain period, according to the availability of the ingredients it is made of.
About our manufacturing techniques
Creations from Pierre Hermé in Paris are produced in our own workshops. Our products shine a spotlight on our time-tested patisserie techniques, artisanal movements, and know-how. We carefully select our ingredients for their flavour and characteristics. To preserve the most important elements of each ingredient, we prefer to use cold instead of sugar. Refrigeration in positive cold, freezing in negative cold, we use the best that technology has to offer. Our only objective is the pleasure and emotions our creations evoke. Our pastries, our macarons, our chocolates are all sensitive to temperature differences and can only be kept for a short period of time. Packaging them perfectly is thus vital. This fragility is explained in particular due to their high water content, which can lead to the development of microorganisms, but also due to the absence of preservatives in our process. We know that certain ingredients, and certain products, are particularly fragile. As a result we freeze then unfreeze them to preserve their texture, to limit the development of microbes and to preserve all of their organoleptic properties in tact. We control the temperature and hygrometry at each stage of product life to ensure that our customers have an incomparable experience.
How to process an order ?
Pierre Hermé Paris® products may be ordered online at www.pierreherme.com. You will find products grouped by category (including Macarons, Pastries, and Chocolate Bonbons).You may select Home Delivery (France & Europe) or Boutique Pick-Up from 7 of our boutiques.Once you have completed your selection and your products are in your cart, confirm your order by following these steps:Confirmation of your cartLog-in to your accountIf you already have an account, enter your email address and your passwordIf you do not already have an account (first-time customers): complete the “create your account” questionnaire and indicate your billing address (this information will be kept for future orders)Selection of billing addressSelection of delivery addressSelection of date for delivery or boutique pick-upIntegration of a gift messageAcceptance of Terms & ConditionsOrder confirmationSecure credit card order payment
How to modify an order ?
Before the payment of your order: You can, at any time, modify your order as long as it hasn't been validated.After the payment of your order and if you want to proceed to any change, please contact our customer service maximum 2 days before your delivery/pick up. (3 days for international deliveries): email@example.com or by phone : +33 1 45 12 24 02
Can I modify my order and get a refund ?
Orders made from our website as well as our customer service is engaging you. We accept cancelation or modification of an order up to 2 days before the delivery. Up to the previous day 2pm for click & collect and courrier orders. We do not refund orders canceled or modified upon your request: they are giving you a credit to be spent online only. Please be aware that if you canceled/rejected your home delivery or courrier, the transportation fee will be withdrawn, only a credit of the amount of product orders will be made.
How are delivered and conserved the products ?
Order preparation is taken care of by a team of experts in our packing department. We pay special attention to preparing your order for shipment. Products are arranged and packed with the greatest of care. We use air cushions in our transport boxes in order to protect products from shock. Our packaging also includes insulating materials and cold packs in order to guarantee an ideal temperature throughout the transportation process.The quality and freshness of Pierre Hermé Paris ® products is therefore maintained.
Payment and billing
How can I get the invoice of my order ?
Your order invoices can be collected from your ''my order'' menu on your account. If something is missing, please do not hesitate to contact our consumer service.
What are the delivery mode available ?
You can order from 3 different ways:Home delivery: Metropolitan France, the time between the validation of an order and its delivery varies between 24 and 48 hours (not including weekends and holidays). You can select a delivery date on any day of the week from Tuesday to Saturday (Monday in addition, for addresses in Paris).For Corsica, Monaco, and other countries in Europe, delivery times vary between 48 and 72 hours.By career In paris and Paris Metropolitan Area each day of the week or by Click & Collect from 7 of our boutiques.
Which countries are eligible to receive our products ?
Pierre Hermé Paris® delivers throughout Metropolitan France, Corsica and Monaco. International delivery destinations include: Austria, Belgium, Denmark, England, Finland, Germany, Ireland, Italy, Luxembourg, The Netherlands, Portugal, Scotland, Spain, and Sweden. Delivery is currently unavailable to the overseas departments and territories of France.
What are the delivery times and costs for home shipping?
In metropolitan France, the time between the validation of the order and its delivery varies from 24 to 48 hours (excluding weekends and public holidays).
You can choose the delivery date you want from Tuesday to Saturday.
For Corsica, Monaco and European countries, delivery times vary from 48 to 72 hours. In case of unavailability on the day of delivery, the package will be presented to you again before being returned to us. So be sure to be available. The cost of delivery is:
- Metropolitan France excluding Corsica: 11.90€
- Corsica: €31
- Belgium & Luxembourg: 25€.
- Germany, Scotland, Italy, England, Scotland, Netherlands: 31€.
- Portugal, Ireland, Finland, Austria, Sweden, Denmark: 51
*For all orders over 135 euros to England, the recipient will have to pay VAT to the English customs.
Postage is free for all orders over €70 including VAT (excluding postage) to Metropolitan France (including Monaco).
This offer is not available for international deliveries or deliveries to Corsica.
Pierre Hermé Paris® reserves the right to modify or cancel this offer at any time.