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Customer Service

How to contact you?

For a question regarding an order already placed: customer service form

For a return request: return request

For a general question: contact form

When can I expect a response?

Our team generally responds to you within 24 business hours.

In what languages ​​can I contact you?

We process requests in French or English.

Orders

How to place an order?

Simply add the desired products to your cart and follow the checkout steps. You will receive a confirmation email after payment.

Can I modify or cancel my order after validation?

If your order was validated less than 24 hours ago and is not being processed, contact us immediately via the contact form .

I haven't received the confirmation email, what should I do?

Check your spam folder. If you don't find anything, contact us with your name and the email address you used when ordering.

(Un)availability

Why may some products be unavailable after I order?

Our store operates partially on pre-order . This means that we place orders with our suppliers once your purchase is confirmed, in order to guarantee ultra-fresh products, offer you the longest use-by dates and limit waste .

Is this common?

No, stockouts are rare , but it can happen that a supplier has insufficient stock or a delivery delay.

What happens if a product is unavailable?

The refund for the missing product will be triggered on your original payment method

Delivery

Which carriers do you use?

Please refer to the Delivery page.

What are the shipping times?

Please refer to the Delivery page.

What are the delivery times?

Please refer to the Delivery page.

Do you offer delivery to a relay point?

Please refer to the Delivery page.

What happens if I refuse delivery of my package?

Refusing a delivery does not cancel an order. Once the package is returned to our warehouse, we will issue a refund less the initial shipping costs (in the case of free delivery, the actual shipping costs), return shipping, any customs fees/duties, and a flat-rate processing fee of €10 . These fees vary depending on the carrier and destination. Products with a best-before date that is too close (less than one month) are not refundable .

What if the package cannot be delivered due to an incomplete or incorrect address?

Once the package is returned to our warehouse, we will issue a refund less the initial shipping costs (in the case of free delivery, the amount of the actual shipping costs), return shipping, any customs fees/duties and a flat-rate processing fee of €10 . These fees vary depending on the carrier and the destination. Products with use-by dates that are too close (less than one month) are not refundable .

What happens if I refuse to pay customs fees?

Once the package is returned to our warehouse, we will issue a refund less the initial shipping costs (in the case of free delivery, the amount of the actual shipping costs), return shipping, any customs fees/duties and a flat-rate processing fee of €10 . These fees vary depending on the carrier and the destination. Products with use-by dates that are too close (less than one month) are not refundable .

I did not collect my package from the relay point on time, what should I do?

Once the package is returned to our warehouse, we will issue a refund less the initial shipping costs (in the case of free delivery, the amount of the actual shipping costs), return shipping, any customs fees/duties and a flat-rate processing fee of €10 . These fees vary depending on the carrier and the destination. Products with use-by dates that are too close (less than one month) are not refundable .

Can I request a new shipment?

Yes, but the reshipping costs (postage + repackaging costs) will be your responsibility , even if the initial order benefited from free delivery.

Returns & Refunds

Can I return a product?

Please refer to the Returns page.

How to make a return?

Please refer to the Returns page.

Are return costs covered?

Please refer to the Returns page.

What is the reimbursement period?

Please refer to the Returns page.

Payment

What payment methods do you accept?

We accept credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay and other methods available at checkout.

Is payment secure?

Yes. All transactions are encrypted and secured to the highest standards.

Products & Transport

Are the products well preserved during delivery?

Yes, sensitive products are carefully packaged and protected. We use solutions adapted to fresh or fragile products.

Are the products heat sensitive?

Some products offered in our store (such as chocolate, candy, caramels, aerosols or other heat-sensitive items) may be sensitive to high temperatures during transport.

In the event of significant heat, the carrier and we cannot be held responsible for any alterations linked to the ambient temperature (melting, deformation, change in texture, etc.).

📌 If a heat wave is forecast in your area , we recommend postponing your order to a cooler period to ensure optimal delivery.

We do our best to carefully package your products, but weather conditions remain beyond our control once the package has been shipped.

Are your products organic or natural?

Some of our products are certified organic. See product sheets for more information.