Frequently asked questions
We'll answer lots of questions here. If you can't find the answer to your question, don't panic, contact us at contact@maisonadam.fr or on our social networks.
Products
How long can we eat macarons?
Approximately 10 days from the date of dispatch.
How long can we eat a Basque cake?
- Basque cherry cake or apricot and walnuts : can be stored for 7 days from the date of dispatch at room temperature.
- Basque cake with cream or chocolate or orange : can be stored 5 days from the date of dispatch at room temperature.
Are the macarons guaranteed gluten-free?
No, there may be traces. There is no gluten in the recipe, but the macarons are made in a laboratory that works with different flours and therefore gluten (particularly for making the Basque cake or the moelleux...).
How should macaroons be stored?
We recommend keeping them in the fridge (8 to 10°C), ideally in the vegetable crisper. We also recommend that you take them out of the fridge a little before eating, so that they are crisp on the outside and soft on the inside.
Is it possible to freeze a Basque cake?
We don't recommend it, even if it doesn't affect the validity of the cake. It will not have the same texture or flavour as when it arrives at your home.
Is it possible to vacuum-pack a Basque cake?
No. We don't recommend it, as there is a high risk that the cake will spoil when vacuum-packed.
How do I keep a Basque cake?
Basque cakes should be kept at room temperature except in the event of extreme heat (e.g. heatwave). In this case, you can put it in the fridge and take it out 1 hour before eating.
Where do the beans used in your chocolate come from?
Our chocolates come from Venezuela, Madagascar, Vietnam, the Dominican Republic, Costa Rica, and Peru. Our supplier is Valrhona, which offers us controlled traceability of the origin of the beans.
I would like to order a pièce montée for an event. (wedding, birthday, other)
If you know the size (see our size chart) of the wedding cake you would like, please contact us by email at contact@maisonadam.fr or by telephone on +33 05 59 26 03 54. All pieces must be ordered at least 1 week before the event. Payment can be made by bank transfer or credit card in shop.
Delivery can be added to the quote. Delivery zones are available here (delivery zone) Please note: this product is only available locally. We have no means of delivering this type of product more than 60 km from Saint Jean de Luz.
How to store chocolates, rochers and tablettes?
Our chocolates, rochers and tablets can be stored at room temperature (18°-20°) for up to 4 weeks. If it's very hot, keep them in a cool place.
Can I order chocolates in summer?
Due to the high summer temperatures, our chocolates are not available for delivery in summer (generally from mid-June to early October). Also, during this period, it will not be possible to compose your box of chocolates in shop using the details. The boxes will be prepared in Saint-Jean-de-Luz with a mixed assortment so that they can be kept cool during the day.
Shipping
If I order on Monday, will my order be delivered on Tuesday?
No. We have delivery departures on Tuesdays, Wednesdays, and Thursdays. If you order on a Monday before 4.30pm, your order will be processed on Monday for delivery on Tuesday morning and therefore for delivery on Wednesday or Thursday at the latest. If Tuesday, Wednesday, or Thursday is a public holiday, we do not dispatch on that day. If the order is placed on Monday, the day before a bank holiday, it will be prepared and dispatched on Wednesday morning.
What are the delivery times?
Your order will be delivered within 24 to 48 hours of dispatch. We work with Chrono post / Chrono fresh. Our products do not require temperature control during transport.
When are the products I order made?
Our products are made every morning in Saint-Jean-de-Luz. Packages are dispatched on Tuesdays, Wednesdays, and Thursdays. If your order leaves on a Wednesday, the products ordered will be prepared at dawn on Wednesday.
Can you deliver to Canada?
No. We deliver throughout mainland France (including Corsica), Monaco, Luxembourg, Belgium, Spain, and Europe (for the moment only on quotation by contacting us by email at contact@maisonadam.fr).
What methods of payment are accepted online?
We only accept the following methods of payment: Mastercard and Visa.
Delivery
How is my order delivered?
Your parcel will be delivered with a signature from the recipient. As these are fresh food products, we need to be sure that the parcel has been delivered to you.
What do I do if I'm not at home?
You have two options. The first is the ‘point relais’ option. When you place your order, you can choose between home delivery or delivery to a delivery point near you. The second is the option of rescheduling your delivery, although this is not recommended as you will lose a day's consumption.
What is a ‘point relais’?
A ‘point relais’ is a service that allows you to have parcels ordered from an online shop delivered directly to a local shop. You can choose to have your order delivered directly to a relay point when you place your order on our site. The site will list all the shops in your area that are eligible for this service. All you must do is collect your parcel during the opening hours of the chosen shop.
Is the invoice enclosed with the parcel?
No invoice is enclosed with the parcel. This will be available in your customer area or if you ordered in-store, you could request an invoice by telephone or e-mail at contact@maisonadam.fr.
Click and collect
What is ‘click and collect’?
Click and collect allows you to make your online purchases from home and collect your products from the shop on the date you want! It's quick and easy!
Where and when do I collect my order?
Once you've placed your order, you'll receive an e-mail confirming the date, the shop address and the collection time. Please note : it is not possible to collect your order from another shop than the one indicated when you placed your order. Please also remember to bring your order number with you.
I would like to collect my order before the shop opens. Is this possible?
No. Some of our shops open at 9am and others at 10am. Orders cannot be collected before opening time.
Stores
What methods of payment are accepted in store?
American Express, Visa, Mastercard, cash, cheques up to €200, Saint Jean de Luz gift vouchers.
Do you sell the same products in all your stores?
Yes, you will be able to find the same products in each of our stores (unless if one of them is out of stock). In addition, some of our stores will be able to offer retail chocolates, such as the shop at 49 rue Gambetta in Saint-Jean-de-Luz and the one at 27 Place Clemenceau in Biarritz (except in summer due to the high summer temperatures). The other stores will only have boxes of chocolates prepared in advance with a mixed assortment.
When are the Maison Adam stores open?
All our boutiques are open every day of the year, except for holiday periods in January, February and November, when some of our boutiques are closed for holidays. The dates of these closures are announced in advance on Google, our website and our social networks. On 1 May, our Place Louis XIV shop in Saint-Jean-de-Luz will be the only shop open.
How can I contact a particular store?
You can call +33 05 59 26 03 54, which will put you through to our switchboard at our head office in Saint-Jean-de-Luz. You can then ask for the shop you want, giving the address, and you will be put in touch with a manager from the shop in question.
Do you have stores in Paris?
We don't have any store in Paris. However, we have a temporary presence at the Grande Épicerie de Paris at spring.
After sale service
I placed an order and it arrived damaged or some of the products are broken.
You can contact our customer service department within 48 hours on +33 05 59 26 03 54 or by email at contact@maisonadam.fr (please include photos of the parcel).
My order never arrived / My order is missing products.
You can contact our customer service within 48 hours on +33 05 59 26 03 54 or by email at contact@maisonadam.fr
I have placed an order and would like an invoice.
If your order was placed on our website, your invoice is available in your customer area. If your order was placed in a shop or by phone, then you can contact our customer service department on +33 05 59 26 03 54 or by email at contact@maisonadam.fr (specifying your surname/first name and order number).
Communication
I'd like to write a report/news on your home. Who should I contact?
You can contact our communication department at social@maisonadam.fr
I'd like to do a story or post with photos and videos on Instagram. Is this possible?
You are completely free to take pictures in any of our boutiques and of any of our products for your instagram content. For all influencer partnership requests, please contact our communication department at social@maisonadam.fr
Corporate
I'm a company or an individual and I'd like to order a large quantity of products. How do I go about it?
Please send your request to servicecommercial@maisonadam.fr with all the details required for a personalised quote.
I'd like to make corporate gifts for my customers or staff. Do you offer this type of service?
Yes, you can contact our sales team at servicecommercial@maisonadam.fr or by phone on +33 05 59 26 03 54 to explain your requirements and constraints. Please note that it is possible to personalise some products/boxes.
I'm a company and would like to order products for shipment.
Please contact us at contact@maisonadam.fr for a quote.
I am a chocolate importer or distributor and would like to order a large quantity of your products.
Please contact us at contact@maisonadam.fr for a quote.