FAQ

ONLINE ORDERING

Can I place an order over the phone?

Yes, our customer service team will be able to process your order over the phone. This service is available every day from 12am to 7pm. +(44) 2072 408653.

How will I know that Pierre Hermé Paris has received my order?

We will send an order acknowledgement email within 24 hours. Please Contact Us with your order details if you do not receive this email. Please note this is not an acceptance of your order. Your order is not accepted by us until you have received an email from us confirming that the order has been shipped.

Can I cancel my order?

Orders made from our website as well as our customer service is engaging you. We accept cancellation 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 Please be aware that if you canceled/rejected your home delivery or courrier, the transportation fee will be withdrawn, only a credit of the amount of product orders will be made.

Is shopping online with Pierre Herme Paris secure?

Online payment card transactions are transmitted through a secure server using Secure Socket Layering (SSL) encryption technology.
For full details see our Privacy Statement.

PAYMENT

Which currency will my purchase be made in?

Purchases and shipping costs are charged in £ (GBP)

When will I be charged?

Your card or other method of payment will not be charged until your order is accepted and shipped. However, it may reflect deduction of funds immediately upon order. Payment will be taken for personalised or monogrammed items at the time of or shortly after you submit your order and therefore in advance of shipping.

Why was my credit/debit card or other payment method declined at checkout?

If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:

The card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card type
- The 3 or 4 digit security number is correct
- Your credit card has not expired

If you have saved your card details or payment information we also recommend that you:

- Check that the selected card or method of payment is active and that it has not expired
- Ensure that the billing address matches the credit card or payment method used for payment

You can edit saved credit card details or payment information by selecting the ‘Update Billing Address’ button and following the instructions
- Ensure you have supplied a correct 3 or 4 digit security number for the selected card or payment method

We always re-prompt for this information to uphold the security of your stored details

If you would like further assistance, please contact us.

- Verify whether you entered your payment information correctly
- Change the payment method on an open order

SHIPPING

When will I receive my order?

All our parcels are shipped by UK national post in 48hours after your order has been placed on our website.

Delivery times are estimates and begin from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. An estimated delivery time for your order will be available to view in checkout.

Where does Pierre Hermé Paris deliver?

United kingdom (excluding Channel Islands and Northern Ireland)

Can I collect in store?

You can shop online and collect your order in our Monmouth Street shop. All orders placed before 6pm are available for a next day pickup. This complimentary delivery option also gives you the opportunity to experience our personal in-store customer service.

Can my order include a message?

Yes, a complimentary gift message can be added at checkout.

RETURNS

How do I return an item?

Please note that due to food and safety issues, we do not accept returns.
For any dispute, please contact us.
Please take detailed pictures of the faulted items upon arrival.

MACARON STORAGE

How do I store Macaron?

Macaron are best kept on the bottom shelf of a refrigerator and removed 30 minutes before eating, they last up to 4 days inside the refrigerator.

Chocolate Storage

How do I store Chocolate?

Recommendations for tasting: Keep in the original packaging in a cool (15°-18°), dry place away from light and odours. If you must refrigerate, carefully wrap the box in cling film. Take out of refrigerator 2 hours before consumption. The chocolate squares will return to room temperature in their packaging, which will prevent condensation from forming at the surface.