Shipping & Returns
1 – Delivery timeNinety-nine percent of our products are available for immediate shipment. If, however, we are unable to supply one or more items of your choice, we promise to let you know as soon as possible, either by email or by telephone, so you may decide what options best suit you (sending the items at a later date; refund; exchange for product of equal value). Upon receipt of the confirmed and paid order(s), processing your order takes about 1 to 3 days (except during peak periods), plus the shipping time for delivery of your parcel. Parcel pickup by the postal service at our confectionery takes place once a day, Monday through Friday. All orders placed on weekends are processed and shipped starting Monday.
2 – Delivery addressOur carriers deliver anywhere in France and Europe (EEC). By clicking on “Your Account” then “My Address Book,” you can easily manage up to five different delivery addresses. You can therefore choose to have your orders delivered to your home, your workplace, or to a friend’s home (as a gift or while vacationing there) at your convenience.
3 - Shipping and transportationWe work exclusively with France’s La Poste postal service, which has an excellent reputation for reliable delivery. Your parcel will be delivered to the address of your choice. When we ship a package, you will immediately receive an email to let you know it has been sent. To minimize the shipping fees you pay, the majority of our products are sent using La Poste’s Colissimo parcel service. This carrier also has the advantage of being able to deliver to both private addresses and companies. If you are absent on the day of delivery, your postal carrier will leave a notice in your mailbox that will enable you to pick up your parcel at your post office within the 15 days that follow, at your convenience. We will happily send you your parcel tracking number when you request it by email. Our shipping success rate with Colissimo is 98%, with a 2% rate of late delivery or package loss. As soon as you notify us of a missing shipment and if the inquiry shows that Colissimo is late with the delivery (more than 48 hours), we will, of course, refund your postage costs. Unfortunately, however, in the case of a lost parcel, we cannot be held responsible for the actions of La Poste and we can only proceed with a compensatory shipment after La Poste files an official declaration of loss, which takes place after 21 days of the shipment’s going missing. Similarly, in case of an unannounced postal workers’ strike, we cannot be held responsible for late delivery.
4 – Shipping chargesShipping charges for mainland France are a fixed rate (€9.00 for packages up to 25 kg). For packages over 25 kg, French postal service rates apply (Collissimo for parcels> 25 kg). For French overseas territories and departments and other destinations, shipping fees are based on the weight of your package (current La Poste Colissimo rates).
5 - Tracking your orderAt every new stage in the processing of your order, we automatically send you an email to provide real-time tracking. To track your order status online at any time, simply log onto our website and view your order in the list of open orders on your account page. The updated status of your order will appear instantly on screen! You may also contact our Customer Service department for additional information.
6 – ReturnsIf, for any reason, you are not satisfied with your product, you have the option of returning it for a refund. Just let us know of that intention by email, before returning the product and within 15 days of the original delivery*. Upon receipt of your email, we will assign a product return number and send you that number by email, along with the address to which you must return the product. This RMA (Return Merchandise Authorization) number is required. Should you choose to request a refund, our carriers make every effort to reimburse you within 15 days. You will then be refunded with a check in your name, sent to your billing address.
*NOTE: Only products returned complete, in their original packaging, unopened, and in perfect condition for resale will be accepted. The products must imperatively be over-packaged for transport.