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FAQ

Frequently Asked Questions

Shopping at Hediard is a standard ecommerce process, secured and fast but in case you need help with the below steps, our team will be here to guide you.

Once you have added products to your cart, the first time you place an order with us, you will have the choice to create an account and store your records so that you can access all your orders history and enjoy loyalty rewards or checkout as a one-time guest.

All options will be available during checkout as described below. If you have a coupon, voucher or reward points, add it in the cart page (VIEW CART icon is available at the top of the website, or "CHECKOUT" button):

Once you are ready, click on CHECKOUT or CART to proceed with your order:

Step 1: Select if you prefer to register an account, do a single purchase without follow-up on orders (GUEST)

Step 2: Enter your personal details, the tax invoice will be sent automatically to you.

Important! If you want the order to be delivered to yourself, check the box below, this will save you time by using the same address details for delivery as the ones you just entered for billing.

If this is a gift to someone else, uncheck the box and make sure the person's details are properly entered including his/her contact phone number (required for delivery) and proceed to Step 3

Step 4: Select your delivery method AND enter all your delivery instructions including a greeting message in case of a gift.

Step 5: Select your payment method and review your delivery instructions

Step 6: One last review of your order before proceeding to our secured payment page.

If you need to deliver gifts to multiple deliveries, you can easily do so by following the steps below:

1. Place a first order, login or create a new account with your billing address:

2. Add a delivery address, add your greeting note and delivery instructions then checkout:

3. Once order has been confirmed and paid, click on the top menu link "ACCOUNT" and review your order:


4. Open it and reorder the same content by clicking on the "REORDER" icon that will automatically add the items to your cart:


You can then directly checkout, create a new delivery address and process to payment.

Can I find ready-to-order gifts?
Yes, a vast selection of our gifts are available in the "GIFTS" section of the top menu, some with options, but most ready to buy:
    Cellar Gift Sets (wine, champagne, spirits)
    Confectionery Gifts (chocolates & confectioneries)
    Fresh Fruits Hampers (with optional Hediard products)
    Gift Hampers & Boxes (the full collection of gifts)
    Les Invitations (gifts with partner brands objects)
    PicNic Baskets (whicker baskets)
    Small Gift Sets (for casual offering)
    Trunks "Les Malles Exceptionnelles" (luxury trunks)
    Wedding & Party Favors (small tokens for parties)

Can I create my own Gift Hamper?
Yes. Simply navigate to the main menu and select the "SUR-MESURE" or BESPOKE gift option which will bring you to a single page where you can create your own hamper in 3 easy steps. You can also find this link at the bottom of every page.

Where can I find specific products?
Using the top navigation menu, you can browse our multiple categories, from gifts to individual products visiting the corresponding products categories pages.
Are your chocolates gluten-free?
Hediard chocolates bars are considered gluten-free (<20 ppm of gluten, suitable for intolerant people) except chocolate bonbons. We recommend people for whom gluten is a health concern not to consume chocolates as they may contain traces of gluten.

Are Hediard products Halal certified?
Hediard products sold in Singapore come from Hediard Paris, we have an obligation to remain secular, pleasant to all and therefore we have no particular certification of any religious nature. Our chocolates neither use animal-based gelatin nor alcohol.

Where can I find the ingredient list?
Most of the individual products have ingredients indications next to the product description. They are also available in our retail outlet.

Are chocolates suitable for people with tree-nut allergies?
Chocolates may contain traces of peanuts and other nuts, gluten, and egg proteins. It is therefore not recommended for people with allergies.

Are Hediard chocolates GMO free?
Yes, all of our chocolates are GMO free.

Is a chocolate edible after the Expiration date?
Absolutely. Even though Hediard always withdraws expired products from its channels, if you kept our chocolates for a long period of time, it doesn't go bad and can be enjoyed months after its expiration date. Please note that this is not the case with Bonbons or Truffles for which it is more important to follow the expiration date. due to the ingredients used . We recommend conserving them in a cool place (between 14° and 18°C) away from direct sunlight. Possible storage solutions include placing the products in a cool area or in the vegetable compartment of your refrigerator, provided you keep them in the original packaging, wrapped carefully in a tightly sealed plastic bag. The chocolates should be removed from the refrigerator about two hours before tasting to enjoy their full flavor. Most importantly, chocolates are sensitive to strong temperature variations. Try to always keep them under a constant temperature.

What does it mean when the chocolate has white traces at its surface?
Even though our chocolates are preserved and transported in strict temperature-controlled conditions, your own environment or transport may generate a slight white fat "bloom" on the chocolate. Chocolate that has "bloomed" is still safe to eat (non-perishable food due to its sugar content), but may have an unappetizing appearance and surface texture. You can simply melt the chocolate down, then pour it into a mold to allow it to bring the fat back into the solution. 
Yes. During checkout, you have the option to add a personal note to the recipient. This note will be printed on a Hediard gift card and attached to or inserted inside the gift.

Yes, you can checkout as a Guest without creating an account.

We still recommend that you create an account as it will allow you to follow-up at any time on your orders history, enjoy reward points and other customer loyalty programs advantages.

Our special offers section contains a list of items available for clearance, they can be:
  • From previous collections
  • Products with a short term 'Best before' dates to be used shortly
Discounted products are not exchangeable nor refundable.

Can I place an order over the phone?
For security and follow-up reasons, we do not take order over the phone, all payments are done electronically and securely online.

Can I place an order by email?
If you have a need for a volume order quotation, our corporate team can provide you with a custom quote within 2-3 working days. Simple orders can be easily placed online through our estore.

What are the advantages of ordering online?

When you place your order online and register for an account, you can enjoy a few benefits such as:

    • Hediard customer loyalty program
    • Earn points from your first purchase valid for a period of 1 year
    • Translate them into discount during your next shopping experience
    • No minimum level is required to start enjoying rewards
    • Receive up to 10% of your purchase value automatically
  • Keep track of all your orders
  • Access your Tax Invoices online
  • Receive exclusive offers
  • Enjoy a welcome voucher

Depending on the amount of your purchase, we have selected secure payment options for the safest possible purchase experience:

  • VISA and MASTERCARD credit cards (in partnership with Smoovpay)
  • PAYPAL and all other CREDIT and DEBIT CARDS (using the PayPal secured portal)


      (and more depending on your country)

  • CHEQUE PAYMENT or BANK TRANSFER (instructions will be provided at checkout)


What is 3D Secure?

We strive to keep your transaction secure: With 3-D authentication, your bank will only process the transaction after your One-Time Password (OTP) acknowledgement. 3D Secured is verified by Visa and MasterCard® SecureCode™ and directly managed by payment our partners. We do not store your sensitive (payment) data.

My Paypal or AMEX payment does not go through, what can I do?

For all payments using Paypal portal, you can either contact your bank for verification of credit availability or PayPal Singapore at +65 6510 4650.
Alternatively you can go back to the checkout page and select another mean of payment.

Yes, when your order has been confirmed, an invoice is automatically generated and emailed to you.
You can also at any time download your past invoices:
  • Access your orders history here  
  • Click on the blue Download PDF invoice icon

All our delivery options can be found on the delivery page HERE.

Can I select a specific TIME and DATE for the delivery?
All orders placed at Hediard Singapore reach their destination unless there is missing information in which case we always contact you.

Delivery date:
We will follow your delivery instructions during checkout as well as the select delivery speed choice.

Delivery Time:
As a large percentage of our clients offer Hediard as a gifts, the time and date the recipients will be available (home/office) is only known once we call them at the phone number you give us during checkout. 

How many points do I get each time I purchase a product?
Reward points earned may vary depending on the type of product. They are indicated on each product page next to the product details.

How can I redeem my reward points?
Simply login before you checkout and add your points then "APPLY REWARDS"

How much does a product cost in reward points?

If a product can be purchased using your reward points, the number of points required is indicated on the product page as "Price in reward points". In case you do not have enough points, you can of course pay for the remaining amount using your usual payment method.

How long are my points valid for?
Reward points are valid for a period of 1 year from order payment confirmation and will expire automatically after this period. It is recommended that you check your account details here once in a while.

Where can I use my reward points?
  • All reward points accumulated on your Hediard Singapore eStore account are exclusively valid for redemption online at www.hediard.com.sg. The online reward program is exclusively developed for your online purchases, not for retail.
  • You can use exclusively your reward points in your Hediard Singapore online account.

Orders are delivered according to your selection during checkout.

We will inform you when our delivery team has returned the signed delivery orders so that, if your purchase was a gift to someone else, you can be certain that the recipient has received the Hediard products.

In very rare cases, the recipient is unreachable when we reach the place.
The delivery is then sent to our Pick-Up location, representing an extra trip cost for Hediard, and is made available to the recipient. We therefore do not refund the delivery that was done. Please remember that, when you place your order, it is still your responsibility to ensure that someone will be available to receive the goods, and it is ours to make sure your order arrives in good conditions. Remember that a round trip in Singapore can represent up to 50km, which can take up to 1.30 hours both ways with dense traffic.
If the delivery is not possible (vacant or unreachable recipient, change of address), it is the sender's duty to make sure what he or she buys is reaching someone available. Please remember that our team strives to provide excellent services, but that we rely on the information you provide during checkout and your delivery instructions. 
Like most industry leaders, having to re-deliver is subject to a recharge fee equivalent to up to a first delivery.

We know how important for you this delivery is, so we have a few options:
  • Redeliver to the original address or redirect to a new one (you can purchase a new delivery)
  • Make it available for your recipient at our collection center (@ CT HUB)

Returns
Hediard does not accept return of food items, only accessories in exceptional cases.
You have 3 calendar days to claim and return an item from the date you received it by emailing your request to estore@hediard.com.sg
To be eligible for a return, your item must be unused and in the same condition that you received it. Hediard reserves the right to refuse a product considered as a fragile item.

Your item must:

  • Be in the original packaging.
  • Have the receipt or proof of purchase.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your request after inspecting the item.

  • If your return is approved, we will initiate a credit to your Hediard Singapore online account.
  • You will receive the credit within 7-10 work days.

Shipping

  • You will be responsible for paying for your own shipping costs for returning your item. 
  • The initial cost of shipping in non-refundable.