Do you have a question about:
I can’t place an order!
If you encounter any technical difficulties when visiting our website, please do not hesitate to get in touch with us by sending an email at service-client@mabiscuiterie.com or by phone at 03 89 21 85 10. We’ll do our best to get back to you as soon as possible and find a solution for your order issue.
What payment methods do you accept?
We accept a wide range of payment methods:
- Classic bank cards: Visa, Mastercard, CB
- Local payments: Bancontact, iDEAL, Satispay, MyBank
- Digital wallets: Apple Pay and Google Pay
- PayPal
- Cheque
How do I know if my order has been registered?
Once your order has been confirmed, you will receive a confirmation email with a summary of your cart. If you don’t see it, please check your spam folder!
Is my payment secure?
Yes. All transactions are protected by the SSL (Secure Socket Layer) protocol, ensuring your data is encrypted. No banking information is stored on our servers.
Can I make any changes to my order once it’s been confirmed?
Once the payment for your order has been processed, we won't be able to make any changes to the products that you've ordered. This is why we always recommend double-checking what’s in your basket before making any payment.
Can I cancel my order? Can I return my order?
As set out in Article L221-28 of the French Consumer Code, we specialise in food products and therefore the cool-off period does not apply, and our products cannot be returned.
How and where can I find my invoices?
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.
How can I order your products as a gift?
To have your order delivered directly to the recipient of your choice, please uncheck the "Use same address for billing" box in the left-hand column when you get to the "Address" page for your basket. This will allow you to add a new delivery address, different from your billing address.
My order is a gift, will you include an invoice in the parcel?
We do not enclose invoices with the orders we prepare, only a delivery note which lets the recipient check that the full order has been delivered, but which does not show any prices.
This order is a gift, can I add a message?
Yes, absolutely! To do this, you can add your message in the field provided in step 4 of the order placement process from the basket (“Carrier”). The message will be printed automatically on the delivery note that we include in the parcel.
Do you offer gift cards?
We do not sell gift cards online, only in our stores.
How are your products protected?
All parcels are prepared and packaged in our Atelier, in Colmar. To ensure optimal protection, our team protects the products and lines the inside of the box with air cushions.
Which logistics partners do you work with for delivery?
In mainland France, our delivery service is provided by La Poste via COLISSIMO. We currently offer two delivery options:
- Signed-for home delivery, making sure you receive your parcel directly
- Delivery to a collection point or post office of your choice.
Deliveries to Europe, Switzerland, French overseas departments and territories, and international destinations are handled by DHL Express. These deliveries can only be made to home addresses.
How long will it take for my delivery to arrive?
Order preparation time: our team endeavours to prepare your order as quickly as possible, and they usually get to work on it the day after you place your order (excluding weekends and public holidays).
Order delivery time: once your parcel has been picked up by our carrier, please allow 48 to 72 hours for delivery in mainland France, and 2 to 5 days maximum for delivery in Europe or abroad.
These time frames may be longer during busy periods, such as during the Christmas period.
How much does delivery cost?
In France, delivery charges are based on the value of the order:
- Home delivery: €8.50 for orders under €70, €2 for orders between €70 and €95, and free for orders over €95!
- Delivery to collection points and post offices is charged at €5.90 for orders under €70 and is free for orders over €70.
For Europe, Switzerland, French overseas departments and territories, and international deliveries, delivery costs are based on the weight of the parcel and are calculated automatically when you place your order.
You can find all our information regarding shipping and delivery charges in France and Europe on our dedicated delivery page.
Can I place an order with deferred shipment?
Unfortunately, it is not possible for us to register an order and postpone its shipment. Our automated order management process does not allow us to defer orders.
Do you deliver internationally?
Yes, we deliver anywhere in Europe, Switzerland, French overseas departments and territories, and internationally. For these deliveries, we work with DHL Express. The full list of countries that we deliver to and the associated costs, including customs duties, is shown when you confirm your order.
How can I track my order?
When we hand your order over to the carrier, you will receive an email with a tracking link which lets you track the progress of your parcel in real time.
I made a mistake in the delivery address, is it still possible to change it?
If you make a mistake when entering the delivery address for your order, please contact us as soon as possible by email at service-client@mabiscuiterie.com or by phone at 03 89 21 85 10.
If your order is being prepared and hasn’t been handed over to the carrier yet, our team will still be able to edit the delivery address. However, if your order has already been handed over to the carrier, we will not be able to make any changes to the delivery address. The same applies to the carrier.
I want to change the pick-up point, is it still possible to change it?
If you would like to change the pick-up point for your order, please contact us as soon as possible by email at service-client@mabiscuiterie.com or by phone at 03 89 21 85 10.
If your order is being prepared and hasn’t been handed over to the carrier yet, our team will still be able to edit the delivery address. However, if your order has already been handed over to the carrier, we will not be able to make any changes to the delivery address. The same applies to the carrier.
What should I do if my delivery is late?
Orders are delivered within 2–3 days of leaving our Atelier in mainland France. If you still haven't received your parcel 4 days after it left our Atelier, please check the parcel tracking link sent to you by email: it may have been dropped off at a collection point or post office.
Where are your specialties made?
All our products are made in our Atelier in Colmar, at the heart of Alsace, by our talented team of pâtissiers. Find out more about our Maison, our craft and our teams on the Our know-how page.
How should I store your specialities?
We recommend storing our cakes and biscuits in a cool, dry place away from direct or strong light. To preserve all of the flavour and texture of our Bredele, make sure that you reseal the sachet or tin and don’t mix soft biscuits with butter biscuits!
What are the use-by dates for your specialities?
The use-by dates of our specialities vary depending on their nature. 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.
Do your products contain allergens?
You can find the ingredients and allergens used to make our specialities on each 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!
Are the products available all year round?
You can find a wide selection of biscuits, cakes and gingerbread online, available all year round. Some of our products are more seasonal and we add them to the website around key dates or seasons. So, make sure to regularly check back to discover any changes or new products.
What should I do if my parcel arrives damaged?
Our team takes great care when packing our specialities and protecting parcels. If your parcel has been damaged during transit, please inform us by sending an email to service-client@mabiscuiterie.com or by completing our online form. Please attach a photo of the parcel and/or damaged products as an attachment.
What should I do if a product is missing from my order?
Each order is prepared by hand and checked by our packing team. If a product has been forgotten during the order preparation stage, let us know by sending an email to service-client@mabiscuiterie.com or by completing our online form.
What should I do if I receive an item I did not order?
Each order is prepared by hand and checked by our packing team. If you receive a product that you didn’t order, let us know by sending an email to service-client@mabiscuiterie.com or by completing our online form. Please attach a photo of the parcel and/or damaged products as an attachment.
I'm not satisfied with the products I've received. What can I do?
Received your order and not fully satisfied with the products? An Avis Vérifiés survey is sent to our customers 7 days after their order, giving them every opportunity to give us their feedback on the products and their experience with Maison Alsacienne de Biscuiterie. We’re always open to hearing your feedback: we take great care to read and take into account all your comments and suggestions.
Do you offer refunds or returns?
Depending on the nature of the complaint (missing product, mistake, breakage), we may be able to offer you a refund, gift card or return of goods. Each request is carefully reviewed on a case-by-case basis with the customer.
Where can I find a promo code?
Sign up for our newsletter and follow us on Instagram or Facebook, where you can find us regularly sharing exclusive offers!
Do you offer loyalty or referral programs?
This is something our teams are currently working on! In the meantime, subscribers to our newsletter get access to occasional benefits and exclusive offers.
Where can I find your stores?
We have 13 shops spread across the Alsace region. You can find their locations and opening hours on our Our shops page.
Can I find Maison Alsacienne de Biscuiterie at any Christmas markets?
Yes, you can find us at many Christmas markets across Alsace, Lorraine and all over France. The dates and locations of the Christmas markets where we’ll be trading during the festive season are listed on our blog.
Is there anywhere I can buy your products in Paris?
Unfortunately, we don't have any stores outside of the Alsace and Lorraine regions! But don’t worry, you can have our specialty products delivered straight to your home by using our online store all year round (24/7).
You can also find our Maison and our specialities at food shows and trade exhibitions (International Agriculture Exhibition in Paris). All of the locations and dates for these events can be found on our blog.
How do I subscribe to the newsletter?
Simply enter your e-mail address at the bottom of the page, in the "An authentic community!" section or when creating your customer account. You will then receive a confirmation email.
Where can I consult your terms and conditions of sale?
Our Terms and Conditions are available at any time at the bottom of the site, or directly via this link: Terms and Conditions
Where can I consult your privacy policy?
Our privacy policy is available at any time at the bottom of the site, or directly via this link: Privacy Policy
How do I delete my customer account?
You can request account deletion by e-mailing our customer service. Your account and personal data will then be deleted in accordance with the GDPR.
We invite you to contact us by completing our online form. We commit to replying within 48 hours.
Do you want to send us a question or comment regarding an order? Save time by logging into your customer account on our site beforehand: the contact form will automatically take your information into account.
