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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.

OTHER

I don't live in Switzerland, where can I buy Cailler chocolate?

Cailler chocolate is only available in Switzerland. However, some of our products are available from selected distributors abroad. For more information, please contact our consumer service, tel. 0800 860 015.

I have allergies/intolerances, can I eat Cailler chocolate?

All Cailler products may contain allergens (eggs, milk, nuts or gluten). Before eating Cailler chocolate, it is important to always check the list of ingredients on the packaging of the product.

Is Cailler chocolate gluten-free?

Although many of our chocolates are produced without ingredients containing gluten, all our products may contain traces of it.

Do Cailler chocolates contain palm oil?

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

Are Cailler chocolates suitable for a vegan diet?

The following chocolates are suitable for vegans: Noir Crémant 46% (100 and 300 g), Noir Noisettes entières 200 g, Noir Amandes entières 200 g, Gamme Cuisine: Cocoa powder and Chocolate powder. Please note that all our products may contain traces of milk as a possible unintentional contamination.

Is Cailler chocolate suitable for a kosher or halal diet?

A number of Cailler bars are certified halal or kosher. Please contact us for a detailed list.

Do Cailler chocolates contain alcohol?

Only two Cailler products contain alcohol, and they are only available during the Christmas period: Cailler Ambassador Liqueurs Suisses and Cailler Marc de Champagne.

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?

On our online store, you can exclusively order Cailler chocolates, which are crafted at our factory in Broc. You can purchase up to 50 pieces of your favorite chocolates. If you’re interested in buying other chocolates from the Nestlé brand, you can explore Coop@Home, Brack.ch , or visit one of our many Nestlé Shops near your home.

How can I customize my chocolate?

For individuals, we offer artisanal chocolate customization on the “Customization” page. Here, you can add a 20-character text to our delicious milk or dark chocolate bars.

During special occasions like Christmas, you also have the option to personalize your praline box with a text and an image. Visit the “Customization” section to create your packaging with just a few clicks.

For businesses interested in creating a personalized gift, please refer to the “Corporate Clients” page for more information or check the following section in this FAQ

I would like to order chocolate for my company. How shall I proceed?

Customization of our chocolate: Customizing the packaging of your chocolates is a great way to highlight your brand or express gratitude to your clients and business partners.

To explore this option, please submit your request through the form on our Corporate clients page. For further inspiration, please have a look at our commercial brochure.

Bulk Purchases: For online chocolate orders, you can buy up to 50 pieces. If you require quantities exceeding 50 pieces, please reach out to us via email at maisoncailler@nestle.com or use the form available on our Corporate clients page. Our team is here to assist you with any information you may need regarding our chocolate.

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?

Our Team is here to help you from Monday to Friday.

Please contact us per E-mail maisoncailler@nestle.com or via the phone: 026 921 59 60.

How long does delivery take?

For normal Cailler chocolates: 3 to 5 working days.

For customized chocolate: 10 to 12 working 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 place an order, an automatic confirmation email is sent to you. If you don’t see it in your inbox, please check your spam folder. If you still can’t find it, you can contact our Consumer Service via email at maisoncailler@nestle.com or by phone at 026 921 59 60

I would like to cancel my order. Is it possible?

Yes. In order to cancel your order please contact us directy or via the Nestlé Consumer Service on the contact page of the website.

What is your shipping policy?

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

Are cailler chocolates also shipped when outside temperatures are high?

Our deliveries are temporarily suspended when outside temperatures exceed 24C°. This complies with Nestlé's strict hygiene and food safety standards.

For ecological reasons, we do not use isothermal packs or sagex packaging, which help maintaining a colder temperature. As a result, our delivery times are sometimes extended by 1 week depending on the weather. To keep you informed before you place your order, we will always post a notification on each product page.

MAISON CAILLER

What are Maison Cailler opening hours?

Maison Cailler is open 7 days a week from 10:00 to 18:00 from April to October and from 10:00 to 17:00 from November to March. We’re closed on 25 December and 1st January. Last ticket sales on site 1 hour before closing.

Where can I purchase tickets for Maison Cailler?

You can buy tickets online on our website or at the ticket office on spot. To avoid waiting times, we recommend buying tickets in advance online.

How long does it take to visit Maison Cailler?

The average visit takes between 45 minutes and 1 hour.

The first part of the tour is fixed, takes place in a rather dark, closed circuit from room to room and lasts about 20 minutes. The rest of the tour is a free-form tour, which takes place in a more open space and lasts for about 30 minutes.

Do you offer guided tours?

We do not offer guided tours, but audioguides are available in French, German, English, Italian, Spanish, Portuguese, Mandarin Chinese, Russian, Arabic, Japanese, Thai, Korean, Polish and Czech. For the hearing-impaired, we provide scripts in French, German, English, Italian, Spanish, Portuguese, Mandarin Chinese, Arabic, Japanese, Thai, Korean, Polish and Czech.

How can I book a chocolate workshop?

Public Workshops can only be booked online on our website. For group bookings, please contact us by e-mail.

From what age can children take part in the workshops?

Children aged 6 and over can take part in the workshops. However, there are additional age restrictions for some workshops. Please check the details of each workshop carefully before booking.

How can I get a reduced rate for my visit?

Only standard rates are available online. If you would like to take advantage of discounts (Raiffeisen, Passeport Loisirs, AMS, etc.) or gift vouchers, please go to reception to obtain your ticket.

How can I use my Maison Cailler electronic gift voucher?

Choose the service, date and time you would like, then add it to your basket. At checkout, insert the gift voucher code in the "voucher or promotional code" field.

How can I change my tickets for the tour?

Log in to your personal area.
Click on "Exchange tickets," select the tickets you wish to change, and choose a new date/time.

Please note that workshop tickets are non-exchangeable.

When can I get a refund?

Tickets for the tour, workshop and Escape Game are non-refundable.

Can I arrive earlier or later than the time indicated on my electronic ticket?

If you arrive earlier or later than the time indicated on your ticket, please refer to the reception on arrival. If you arrive late, we cannot guarantee that you will be able to make your visit immediately, and you may have to wait for a while, depending on the turnout of people.

What could I do if I have to wait?

Our museum has a cinema, a cafeteria and a shop. Outside there's a playground and the opportunity to enjoy the Outdoor game (1 hour), a free walk around the factory and the village of Broc.

Do I have to print my ticket?

You can print your ticket or present it electronically at the start of your visit. However, the barcode must be visible on your smartphone in order to be scanned.

What methods of payment are accepted?

On site: cash in Swiss francs or euros (banknotes only, change is given in Swiss francs) and credit/debit cards: Visa, Mastercard, American Express, Postfinance, Maestro or TWINT.

Online: debit/credit card: Visa, Mastercard, American Express, Postfinance, Maestro or TWINT, gift voucher.

Is there a visitor parking at Maison Cailler?

There is a free visitor car park about 250m from the Maison Cailler.

- Buses: Buses must park in the 1st car park on the left opposite the visitor car park.

- Disabled parking: There are 3 disabled parking spaces opposite the Nestlé Shop.

- Bicycles: Bicycles can be parked under cover at the back of the staff car park.

- Campervans: Campervans must park in the car park reserved for buses.

- Electric cars: 2 charging points are available in the staff car park.

Is the museum accessible to people with reduced mobility?

Yes, the tour is accessible to people with reduced mobility, in wheelchairs or walkers. Two wheelchairs are available on request.

Are there any lockers?

Our visitors can leave their belongings (rucksacks, suitcases, jackets, etc.) in lockers of various sizes. This service is free of charge, but a CHF 1.- or CHF 2.- coin must be inserted in the locker.

Are buggies allowed?

You can visit the museum with buggies.

Are pets allowed?

For hygienic reasons, pets are not allowed, with the exception of assistance dogs, which have a mark on their collar. An identification card must be presented to our staff. We provide kennels in the garden and water bowls on the café terrace.

Is there a sheltered picnic area?

Our picnic area is not sheltered.

Can we eat on site?

Café Cailler serves hot and cold drinks as well as light snacks (sandwiches, salads, paninis, etc.) and desserts made by our chocolatiers. The Café is open from 9:30 to 17:00 from November to March and from 9:30 to 18:00 from April to October.

Is it possible to charge electronic devices?

Yes, a free recharging point is available outside the shop.

Is there a Wi-Fi connection for visitors?

Maison Cailler provides a wi-fi connection for its visitors.

Can I taste the chocolates during the visit?

Yes, our visitors can taste as much chocolate as they like in the tasting area at the end of the museum tour.

Is the museum tour suitable for people with claustrophobia?

Please be aware that the tour starts with an elevator, which, despite being spacious, is still an enclosed area. Moreover, the initial rooms of the museum are relatively small and may cause discomfort for those with claustrophobia.

I have a Swiss Travel Pass (Museum Pass). Can I book my tickets online?

It is not possible to book online if you have a Swiss Travel Pass (Museum Pass). This must be validated at our ticket office on the day of your visit.

To avoid queues, we recommend that you come in the morning or at lunchtime (11.30-13.30), when the museum is less busy.

Is it possible to rent a meeting room at Maison Cailler?

Maison Cailler does not offer room rental.

Please contact the Office du Tourisme de la Gruyère for further information.

Is the tour included in the workshop ticket?

No, the tour is not included in the workshop ticket. However, participants in one of our workshops benefit from a reduced rate for the visit.

Are photos allowed during the tour?

Yes, photos and videos are allowed .

Share your best photos on the museum's social networks:

@cailler.ch on Facebook
@cailler_suisse on Instagram

Please respect the privacy of other visitors by not photographing them without their consent.

Do I need a ticket to access the boutique and/or cafeteria?

No, access to the boutique and cafeteria is free and does not require a ticket.

Can I buy a Maison Cailler gift voucher?

You can buy a gift voucher of any value on our Gift Voucher website.

I have a Smartbox / Cadeaux24 / Ideecadeaux etc. gift voucher. How can I book the workshop and/or tour online?

It is not possible to book the tour online in advance with this type of voucher. The voucher must be presented at the counter on arrival to obtain your tickets for the Maison Cailler tour.

To book a workshop, please contact us by email at maisoncailler@nestle.com.

Can I sit down during the tour?

During the first part of the tour, which lasts 20 minutes, there are no seats available.

During the second part of the tour, seating is limited (2 benches are available).

What languages is Escape Game available in?

The Escape Game is available in English, French and German.

What is the outdoor chocolate game?

The Outdoor Chocolate Game offered by MAISON CAILLER is a fun, interactive experience that combines a scenic one-hour walk around the Cailler factory with a chocolate-themed exploration of the history of chocolate and Alexandre Cailler, an influential figure in the industry.

This family-friendly event covers a distance of 2.5 km and participants are rewarded with a chocolate surprise at the end, making it an enjoyable way to learn and explore together.

For more information, click here

Are audioguides included in the ticket price?

Yes, all our tours are self-guided and include an audioguide, which is included in the ticket price.

Please note that we do not offer guided tours, allowing you to explore at your own pace while benefiting from the informative audioguide throughout your visit.

DIDN'T FIND YOUR ANSWER?

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

THANK YOU FOR JOINING US!

FREQUENTLY ASKED QUESTIONS