FAQs

YOUR ORDER

  • Should you encounter any technical issues while visiting our website, please get in touch with our customer services by calling +33 (0)3 89 21 85 10. We'll do everything we can to help you place your order.

  • Once you've paid for your order, we won't be able to make any changes to the products you've ordered. So, we recommend that you double-check your basket before making your payment.

  • As indicated in Article L221-28 of the French Consumer Code, our specialities are food products and therefore the cancellation period does not apply to them, and returns are not possible.

  • The invoice for your order will be sent to you by email, with the tracking link for your parcel when it leaves our Atelier to be processed by the carrier.
  • If you have an account on our website, you'll also be able to access, view and download your invoices via your customer space.

DELIVERY

  • All parcels are prepared and package directly in our Atelier: To ensure optimal protection, our team protects the products and lines the inside of the box with air cushions.
  • Delivery in mainland France is provided by La Poste, via the COLISSIMO service. We currently offer two options:
    • Signed-for home delivery, making sure you receive your parcel directly
    • Delivery to a collection point or post office of your choice.

  • Our team endeavours to prepare your order as quickly as possible, usually on the same day as your order is received (excluding weekends and public holidays). Once your parcel has been collected by our carrier, you can expect delivery within 48-72 hours, in mainland France.
  • You can find all information on shipping and delivery fees in France and Europe on our delivery page.
  • These time frames may be longer during busy periods, such as during the Christmas period.

  • For all orders under €70, delivered to mainland France, we're now offering special delivery fees:
    • €8.50 for home delivery
    • €5.90 for delivery to collection point or post office
  • For all orders over €70, delivered to mainland France:
    • €2.00 for home delivery
    • Free delivery to collection point or post office.
  • You can find all information on shipping and delivery fees in France and Europe on our delivery page.

  • Orders are delivered within 2-3 days of leaving our Atelier in mainland France. If you haven't received your parcel 4 days after it left our Atelier, please follow the parcel tracking link, sent to you by email: It may have been left at a collection point or post office for you to collect. Otherwise, please get in touch with us via the online contact form or by calling us at +33 (0)3 89 21 85 10.

  • Our team takes great care when packing our specialities and protecting parcels. If your parcel has been damaged during transit, please inform us via our online form. Please attach a photo of the damaged parcel and/or products.

DATA AND SECURITY

  • In regard to your data, our policy is up-to-date and complies with the GDPR (General Data Protection Regulation).
  • Your data is used for processing and shipping your orders, as well as for our customers services, in the case whereby you have any questions. Under no circumstances if your data shared or sold to third parties.
  • You'll only receive newsletters from our Maison if you've signed up to them, via our welcome page or when you create your customer account. You can unsubscribe from our newsletter in just one click or via your account.
  • You can get in touch with us at any time to request to modify, delete or access your data.

  • Payments made on our website are entirely secure. The padlock icon that appears next to our URL address (in the upper-left corner of your browser) indicates that our security certificate and reliability.
  • No bank details are saved on our website. Your information is sent directly to our banking partners PAYBOX and PAYPAL: Two well-known and certified payment solutions, compliant with the most demanding security standards for data protection.

OUR SPECIALITIES

  • All our products are made in our Atelier in Colmar, at the heart of Alsace, by our talented team of pâtissiers. Discover our Maison, our crafts, and our team on the "Our savoir-faire" page.

  • We recommend storing your cakes and biscuits in a cool, dry place away from strong light. To preserve the wonderful flavour and textures of our Bredele, make sure you securely reseal the packet, tin or box!

  • The shelf life of our specialities varies in line with their natures. It can range from 10 days from leaving our Atelier for our macarons and Kougelhopfs to 3 months for our Bredele. When a product has a short shelf life, you'll find a clear indication of this in the "Storage" section of the product information. So that you can enjoy an optimal tasting experience of our products, we recommend enjoying them before the expiration of their shelf life.

  • The ingredients and allergens found in our specialities are indicated on the product page, in the "Ingredients & Allergens" section.
  • All our products are made in a bakery which uses wheat flour (gluten), milk (lactose), eggs, nuts (almond, hazelnut, pistachio, walnut), sesame, soya derivatives, peanuts and ingredients which may contain traces of sulphites. Our specialities therefore may contain traces of these allergens. Feel free to get in touch if you have any questions!

OUR STORES

  • We have 12 stores across the Alsace region. You can find their locations and opening hours on the "Our stores" page.
  • Looking for the dates and locations of the Christmas Markets where you'll find our Maison during the festive season? They're all listed in an article on our blog.

  • Unfortunately, we don't have any stores outside of Alsace and Lorraine (yet!). By ordering on our online store (open 24/7), you can have our specialities delivered to your home all year-round.
  • You can also find our Maison and our specialities at food shows and trade exhibitions (International Agriculture Exhibition in Paris; Foire de Lyon, etc.). You can find all the dates and places for these events on our blog.

HAVEN'T FOUND THE ANSWER TO YOUR QUESTION?

  • Get in touch with us via our online contact form. We endeavour to respond within 48 hours.
  • Want to send us a question or give us feedback on your order? Save time by first signing into your customer account on our website: The contact form will automatically register your details.