Frequently Asked Questions

Shopping online

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

Yes, you will need to create an account to shop at HEDIARD. You'll be able to enjoy the following benefits through your HEDIARD account:

  • Track your orders and review past purchases.
  • Build a customized Wish List.
  • Add sold out items to your Wish List so you can see if more stock arrives.
  • Save your address so you can shop even quicker next time.
  • Manage your account details, address book and email preferences.
HOW DO I CREATE AN ACCOUNT?

Click Register at the top right hand side of the page.

  • Step 1 – Enter details of an existing email address and a password.
  • Step 2 – Enter name and address details.
  • Step 3 – Enter contact details and click create account.

 

By creating an account, you'll be able to enjoy the following benefits through your HEDIARD account:

  • Save your address so you can shop even quicker next time.
  • Track your orders and review past purchases.
  • Build a customized Wish List.
  • Manage your account details and address book.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
  • All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
  • HOW DO I MAKE A PURCHASE?

    Shopping at Hediard is easy:

    • Once you have found an item, select your quantity and click on the 'ADD TO SHOPPING BAG' button underneath each item.
    • Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page.
    • You can use the 'REMOVE FROM BASKET' link to delete items from your shopping bag.
    • Click on 'PROCEED TO PURCHASE' to complete your order.
    I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
    • Click 'SIGN IN' at the top right hand side of the page.
    • Click on 'FORGOTTEN YOUR PASSWORD'.
    • Enter your email address.
    • An automatic email will send the password directly to you.
    IF REGISTERED ON THE OLD SITE, WILL I BE RECOGNIZED?
  • Unfortunately, you will have to create a new account.
  • Shipping / Delivery

    WHAT PACKAGING WILL MY ORDER BE SHIPPED IN?

    Your items will arrive in an unbranded, recycled brown carton box with no indication of what's inside.

    CAN I ADD ITEMS TO AN EXISTING ORDER?

    Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

    CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

    We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

    CAN I TRACK MY ORDER?

    Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.

    DO YOU OFFER SAME DAY DELIVERY IN PARIS?

    Same day delivery is available for Paris and the following areas:

    92000, 92100, 92110, 92120, 92130, 92140, 92150, 92170, 92190, 92200, 92210, 92230, 92240, 92250, 92270, 92300, 92320, 92400, 92430, 92600, 92700, 92800, 92900.

    Orders are delivered between 9am - 6pm Monday to Friday.

    Please note that same day delivery is only guaranteed for orders that are placed before 3pm on weekdays. Orders placed after this time will be delivered the following day before noon.

    DOES HEDIARD SHIP TO MULTIPLE ADDRESSES?

    Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

    HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?

    All orders will be delivered by our carrier, from 9am-5pm, Monday to Friday and will require a signature upon receipt. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for the specified delivery times. Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization.

    HOW WILL I KNOW HOW MUCH I WILL BE CHARGED FOR SHIPPING?

    Shipping charges are displayed at the bottom of the Your Order Detail screen.

    IS MY PACKAGE INSURED?

    All items are insured against theft and accidental damage whilst in transit from HEDIARD to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

    TWO DAY DELIVERY

    In order to enjoy a two day delivery, you have to place your order online before noon (during working days), for a shipping address in France Mainland (Corsica excluded), or in one of the following European capital*: Berlin, Vienna, Brussels, Sofia, Nicosia, Copenhagen, Madrid, Tallinn, Helsinki, Athens, Budapest, Dublin, Rome, Riga, Vilnius, Luxembourg, Valletta, Amsterdam, Warsaw, Lisbon, Prague, London, Bucharest, Bratislava, Ljubljana , Stockholm. Any other shipping address in Europe will be delivered in 72h (standard shipping method at HEDIARD)
    For instance, if you place an order on Monday 11 am, you will be delivered on Wednesday during the day in Berlin.

    These delivery terms apply to any “standard” order, subject to product availability. This delivery option is proposed to you from November 15th to January 31st 2013.

    During the Holiday season, due to increased activity, the delivery notice can be extended, mainly between the 19th and the 24 th of December 2012. HEDIARD can therefore not be held responsible in this particular case.

    Delivery by Christmas (December 25th ): To receive your order by the 25th of December 2012, we recommend you place your order at the latest by the 19 th of December at noon.

     

    * subject to availability of products (the gift hampers require un preparation delay of 1 to 2days)

    WHERE IS MY ORDER?

    Estimated delivery times are to be used as a guide only and commence from the date of dispatch, HEDIARD is not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive email confirmation of your shipping details and an tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.

    WHICH COUNTRIES DOES HEDIARD SHIP TO?

    Hediard ships to the following countries:

    Germany, Austria, Belgium, Bulgaria, Cyprus, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Irland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland

    For the time being we cannot offer delivery outside these countries from this site. However deliveries can be arranged by contacting our Customer Care Department::

    Phone number: +33 (0)1.46.52.22.62

    Email address: ecommerce@hediard.fr

    WHY ARE SHIPPING AND IMPORTATION REGULATIONS APPLIED TO SOME ITEMS?

    Due to international trading agreements and regulations, HEDIARD.FR is obliged to adhere to particular shipping restrictions.

    If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. For more information, please read our Shipping information.

    Payment & Security

    HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

    By default, product prices are FRANCE VAT.

    HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?

    After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.

    IF I USE AN OVERSEAS CREDIT CARD, WHAT EXCHANGE RATE WILL BE USED?

    Your order will be charged in Euros.

    IS IT SAFE TO USE MY CREDIT CARD ONLINE AT HEDIARD?

    At HEDIARD, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Datacash Ltd. If you prefer, you may place your order by telephone with our Customer Care Department.

    IS MY PERSONAL INFORMATION KEPT PRIVATE?

    Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

    To register at HEDIARD, you will need to provide your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.

    Please note that HEDIARD may use your contact details to inform you of the latest arrivals and fabulous new services via email. If you would prefer not to receive these updates, please email ecommerce@hediard.fr

    IS VAT CHARGED ON DELIVERIES OUTSIDE THE EC?

    For items for delivery outside the EC, VAT will be deducted where applicable.

    WHAT PAYMENT METHODS DOES HEDIARD ACCEPT?

    We accept Visa, MasterCard, American Express credit and debit cards. Please note that we do not accept any other methods of payment apart from those listed above.