FAQ
Customer Service
How can I contact you?
Please refer to the Contact page.
When can I expect a reply?
Which languages can I contact you in?
In what languages can I contact you?
We handle enquiries in French or English.
Commandes
Orders
How do I place an order?
Simply add the products you wish to purchase to your cart, then follow the checkout steps. You will receive a confirmation email once your payment has been completed.
Can I modify or cancel my order after it has been confirmed?
If your order was confirmed less than 24 hours ago and is not yet being processed, please contact us immediately via the contact form.
I haven't received my order confirmation email. What should I do?
Please check your spam or junk folder. If you still can't find it, contact us with your name and the email address used for your order.
Indisponibilités
(Un)availability
Why can some products become unavailable after I place my order?
Our store operates on a made-to-order supply model. This means we place orders with our suppliers only after your purchase has been confirmed, allowing us to guarantee exceptionally fresh products, offer the longest possible best-before or use-by dates, and reduce food waste.
Does this happen often?
No. Out-of-stock situations are rare, but occasionally a supplier may have insufficient stock or experience delivery delays.
What happens if a product becomes unavailable?
A refund for the unavailable product will automatically be issued to your original payment method.
Livraison
Delivery
Which carriers do you use?
Please refer to the Delivery page.
What are your dispatch times?
Please refer to the Delivery page.
What are your delivery times?
Please refer to the Delivery page.
Do you offer delivery to collection points?
Please refer to the Delivery page.
What happens if I refuse delivery of my parcel?
Refusing delivery does not cancel your order. Once the parcel has been returned to our warehouse, we will issue a refund after deducting the original shipping costs (or the actual shipping costs if your order qualified for free shipping), the return shipping costs, any applicable customs duties or import fees, and a flat €10 handling fee. These costs vary depending on the carrier and destination. Products with a remaining shelf life that is too short are not eligible for a refund.
What happens if my parcel cannot be delivered because of an incomplete or incorrect address?
Once the parcel has been returned to our warehouse, we will issue a refund after deducting the original shipping costs (or the actual shipping costs if your order qualified for free shipping), the return shipping costs, any applicable customs duties or import fees, and a flat €10 handling fee. These costs vary depending on the carrier and destination. Products with a remaining shelf life that is too short are not eligible for a refund.
What happens if I refuse to pay customs duties or import fees?
Once the parcel has been returned to our warehouse, we will issue a refund after deducting the original shipping costs (or the actual shipping costs if your order qualified for free shipping), the return shipping costs, any applicable customs duties or import fees, and a flat €10 handling fee. These costs vary depending on the carrier and destination. Products with a remaining shelf life that is too short are not eligible for a refund.
I didn't collect my parcel from the collection point in time. What should I do?
Once the parcel has been returned to our warehouse, we will issue a refund after deducting the original shipping costs (or the actual shipping costs if your order qualified for free shipping), the return shipping costs, any applicable customs duties or import fees, and a flat €10 handling fee. These costs vary depending on the carrier and destination. Products with a remaining shelf life that is too short are not eligible for a refund.
Can I request a new shipment?
Yes, but the reshipping costs (shipping fees + repackaging costs) will be at your expense, even if your original order qualified for free shipping.
Retours
Paiement
Payment
Which payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and other payment methods available at checkout.
Is payment secure?
Yes. All transactions are encrypted and secured using the highest industry standards.
Produits
Products & Shipping
Are the products properly protected during delivery?
Yes, sensitive products are carefully packed and protected. We use packaging solutions adapted to fresh or fragile products.
Are your products sensitive to heat?
Some products available in our store (such as chocolate, sweets, caramels, aerosols or other temperature-sensitive items) may be affected by high temperatures during transport.
In the event of extreme heat, neither the carrier nor we can be held responsible for any damage caused by ambient temperatures (melting, deformation, texture changes, etc.).
📌 If a heatwave is forecast in your area, we recommend postponing your order until cooler weather to ensure the best possible delivery conditions.
We do everything we can to pack your products with great care, but weather conditions remain beyond our control once the parcel has been shipped.
Are your products organic or natural?
Some of our products are certified organic. Please refer to the product pages for more information.