FREQUENTLY ASKED QUESTIONS

Have a question about Maison Cailler or your order? Need help booking a workshop? We've listed the answers to our most commonly asked questions so you can quickly find the answer you're looking for.

MAISON CAILLER

What are Maison Cailler opening hours?

Maison Cailler is open 7 days a week. From April to October: 10:00 to 18:00. From November to March: 10:00 to 17:00 to 5 p.m. Except December 25th and January 1st. Last ticket sale on-site is 1 hour before closing.

Where can I purchase tickets for Maison Cailler?

You can purchase tickets online from our website or on site at our tickets office.

How long does it normally take to visit Maison Cailler?

An average visit lasts 45 minutes.

Do you have guided tours?

We don't offer guided tours but the visit is commented with audioguides in French, German,
English, Italian, Spanish, Portuguese, Mandarin Chinese, Russian, Arabic and
Japanese

Is there a visitors' car park at Maison Cailler?

Yes. A free car park is available 150 meters from Maison Cailler entrance.

Are food and drinks available on site?

For refreshments during your visit, please visit our Café Cailler, where we serve hot and cold beverages, light snacks and desserts created by our chocolatiers.

Do you offer a sheltered picnic spot?

Our picnic area is not sheltered. Picnic is not allowed within Maison Cailler spaces, including Café Cailler.

Where can I book a chocolate workshop?

You can book workshops online from our website.

Can I arrive earlier/later than the starting time indicated on my online ticket?

Please arrive 15 minutes earlier than the time indicated on your ticket. The visit starts in the time slot indicated on the ticket.

Do I have to print my ticket?

You can print your ticket or present your ticket on a mobile device for checking at the Maison Cailler entrance, as long as the barcode on the ticket is visible on your Smartphone and can be read by the scanner.

Can I taste chocolates during the visit?

Yes! The tasting is included in the visit. Our visitors can taste as much chocolate as they want on the spot.

CAILLER E-SHOP

I would like to see information about my order. Where can I find it?

Shortly after you order, a confirmation email is generated and sent to you. For your information, personalised praline boxes take around 10 days to be delivered.

What countries can I have my order delivered to?

We only deliver orders within Switzerland and Liechtenstein.

I can't access my account. What should I do?

If you've forgotten your password, click on "Forgot Password" to reset it. Enter your email address and a new password will be sent to you by email. If your account is blocked, please contact Consumer Services by phone or through our contact form.

What can I order on the website?

Chocolate!!
If you'd like to personalise a box of pralines, you can submit your order directly through our online customisation tool. If you're interested in our regular range of chocolate, you can visit the product pages to order from an online retailer such as Coop@home, Le Shop, or Brack.

How can I personalise my order?

Visit our customisation tool and follow the steps on the page. In just a few clicks, your personalised box will be ready to order.

I'd like to place a corporate order. How do I do this?

If you are a company and would like to personalise boxes of pralines, you can use the online customisation tool to create your design quickly and with no minimum quantity. However, if you want customised wrappers with your company logo, or want to make a bulk order, please contact us through the contact form and we will get back to you shortly.

How can I unsubscribe from your newsletter?

To unsubscribe from our newsletter, scroll to the bottom of a newsletter you've received by email and click on the "unsubscribe" link.

I want to change my personal information. How can I do this?

It's easy to update your personal information. Login and visit your "my account" area. Then click on "My personal details" or "My addresses" to update your information directly on your account.

I would like to access or create an account. How can I do this?

The only way to create or access your account is to go to the "Customise your gift" page and click on the account icon in the header.

I've received my order, but there are items missing. What should I do?

Please contact our Consumer Services Team through the contact form or by phone. We'll be happy to help get this sorted for you.

How long does delivery take?

For personalised items, you will receive your order within 10 business days.

I'd like a copy of my bill. Where can I get one?

When you enter your payment details, we ask if you'd like us to send a copy of your bill via mail or email. If you would like to receive a copy of your bill, please contact our Consumer Services Team via the contact form or phone. We'll be happy to help.

I didn't receive my order confirmation. Is this normal?

As soon as you submit your order you automatically receive a confirmation via email. If you don't see it in your inbox, please check your spam folder. If you still can't find it, please contact our Consumer Services Team via the contact form or phone. We'll be happy to help.

I'd like to cancel my order. Is this possible?

If you contact our Consumer Services Team via the contact form or phone as soon as possible after placing the order, it may be possible to cancel it.

What is your shipping policy?

Shipping is free for orders over 50 CHF. For orders under 50 CHF, shipping is 6.90 CHF.

OTHER

I don’t leave in Switzerland, where can I buy Cailler?

Cailler is currently only available in Switzerland and can be purchased directly at Maison Cailler, online as well as in a selection of retailers.

I have allergies / intolerances, can I eat Cailler?

Some Cailler products may contain egg, milk, nuts or gluten; before consuming Cailler chocolate, always review the ingredient lists on the back of the packaging.

Are Cailler chocolate gluten-free?

While many of our chocolates are made without ingredients containing gluten, all products may contain traces of gluten.

Does Cailler contain palm oil?

All Cailler recipes are made with carefully selected ingredients and no palm oil.

Are Cailler chocolate suitable for vegan?

Because our chocolate may contain creamy milk, butter and eggs, Cailler chocolates are not suitable for vegans.

Are Cailler chocolate suitable for kosher or halal diets?

Cailler products are not Kosher certified products. A selection of Cailler tablets are halal certified, please contact us shall you like to know the detailed list.

Does Cailler chocolate contain alcohol?

Only one Cailler product contains alcohol and is available only during the Christmas period: it's the Cailler Ambassador Liqueurs Suisses.

DIDN'T FIND YOUR ANSWER?

Don't worry, our Consumer Services Team will be happy to help.