FREQUENTLY ASKED QUESTIONS
OUR PRODUCTS
Can I choose the flavours of my macarons / chocolates?
Yes, you can create your own box of macarons or chocolates with your favourite flavours by visiting the page "Create your macaron box" - "Create your chocolate box" accessible directly from the "Home Delivery" or "Click and Collect" menus but also from the "Macarons" and "Chocolates" sub-menus.
Prices are slightly different between our "Home Delivery" and "Click and Collect" sections due to the cost of the packaging used. Please be vigilant to choose the correct option.
If needed, we may contact you for the remaining cost.
How to store the macarons at home?
We want you to enjoy our macarons at their best. They should always be stored in the fridge. They keep best in the vegetable section of your refrigerator in their original packaging.
They are not suitable for home freezing.
Their best before date is included in your order but is usually between 5-7 days.
They could be eaten past this date but will become very soft and less enjoyable.
How to store the chocolates at home?
We want you to enjoy our chocolate bonbons at their best. They should always be stored at room temperature not above 25 degres. They keep best in their original packaging.
They are not suitable for home freezing.
Their best before date is included in your order but is usually between 2-3 weeks.
They could be eaten past this date but their color may change.
Which products are suitable for vegetarians?
All of our macarons are suitable for vegetarians EXCEPT for Raspberry and Basil Raspberry.
We would recommand you to create your own box as these flavours may be added to the assorted macaron boxes.
Which products are vegan suitable?
Our macarons shells are made with almond powder, eggs & icing sugar and the fillings contain cream so are therefore not suitable for anyone following a vegan diet.
Our chocolate bonbons are not suitable for a vegan diet either.
However we have created an array of products available that are:
Crunchies Almond
Confiture – our entire range
Dark Chocolate Ginger Bar
Dark Chocolate Hedgehogs
Dark Chocolate Mendiants
Delice Cashew
Delice Pistachio
Guanaja 70% Choco Bar & Hot Chocolate
Manjari 64% Choco Bar & Hot Chocolate
Passionfruit Choco Bar
Strawberry Choco Bar
Yuzu Choco Bar
This list is not exhaustive and we update our range regularly, so please check back in the future to see what’s new.
Which products are suitable for dairy free regime?
Our macarons and chocolate bonbon fillings contain cream and are therefore not suitable for a dairy free diet.
The only macaron which is suitable is Raspberry, with our delicious homemade jam filling.
However we have a range of products available that are:
All of our confiture range
Crunchies Almond
Dark Chocolate Ginger Bar
Dark Chocolate Hedgehogs
Dark Chocolate Mendiants
Delice Cashew
Delice Pistachio
Guanaja 70% Choco Bar & Hot Chocolate
Manjari 64% Choco Bar & Hot Chocolate
Nougat
Passionfruit Choco Bar
Strawberry Choco Bar
Yuzu Choco Bar
This list is not exhaustive and we update our range regularly, so please check back in the future to see what’s new.
Which products are suitable for gluten free regime?
Our macaron shells are made with almond powder, eggs and icing sugar so are gluten free.
We have a range of other products on our website that are gluten free – they are listed, however exclude our Sable biscuits, Almond Chocolate Bonbon, Cookies and Cakes.
Please note as our main kitchen is not gluten free – any of our products may contain traces of gluten.
Which flavours are my Macarons?
See below our classic range of Macarons and visit our "News" page to discover our seasonal flavours.
Which flavours are my Chocolates?
See below our classic range of Macarons and visit our "News" page to discover our seasonal flavours.
ORDERING
We dispatch orders every Monday and Wednesday (excluding bank holidays) from our Malton kitchen. The delivery is estimated for 48hours from the selected shipping day.
The cut off for Monday shipping is the Friday before (midnight).
The cut off for Wednesday shipping is the Tuesday before (midnight).
As we are a small artisan producer and dispatching are made from our kitchen in Malton, we are unable to accommodate any other days.
Please ensure you include the shipping date (when the parcel leaves our permises /Mon or Weds only) by choosing your preferred date via our shipping calendar accessible at the checkout page.
If due to bank holidays or exceptional circumstances, we will always make sure that if we are unable to deliver on those dates they will be clearly advertised on our website.
Please complete correctly state/province at the checkout page.
Any extra shipping fees will be retrospectively due if your order has been processed.
Parcels returned to our permises due to an address error will required new shipping fees to be reshipped.
What methods of payment do you accept?
We accept most credit and debit cards including, Visa, MasterCard, Visa Debit.
We may take exceptionally card payments over the phone when updating an existing order already placed via our website.
Can I order over the phone?
If you meet difficulties to place your order, we do have the facility to take orders over the phone. However, we will ask you to send the recipient address by email making sure no typing error will occur.
We are also happy to guide you through our website ordering page if necessary.
If you need any assistance please don’t hesitate to call us on 07947 587382.
Why am I unable to make a payment on your website?
Are you using an Apple device? Due to Apple preventing some of their older devices from downloading the latest operating systems, some customers have been unable to complete the payment process fully when placing an order.
Our website WIX requires the most up to date version of the IOS used on Iphone/Ipad to complete payment with your bank. If you are unable to complete the checkout process, please check that you have the latest version of IOS / ISO downloaded. If you are unable to download this, you will have to use another device to complete the order.
Are you using microsoft or android? PLease check that your device has the latest software, clear the cookies, restart your device. It should now work.
If you are reaching the payment page, some device will automatically record the payment card user name using the information of the checkout page. If the shipping and billing address are different, please check that the name of the card holder is correct.
We are able to take orders and payment over the phone and we can talk you through the ordering process – if you need our help, please call us on 07947 587382.
Can I change my delivery address?
If you wish to make a change to the shipping/recipient address, please email us immediately to info@florianpoirot.com.
The change will not be possible if you received already the email confirming the shipment of your order.
If your order has been shipped, we will not be able to change the delivery address.
We can not take responsibility if your address is wrong or if the change of address results with a delay into the delivery.
What is the difference between "Home Delivery", "Click & Collect" and "Cake Order" pages?
Our page "Home Delivery" has been designed to find in one place all products that we can ship to your designated address. Regarding cakes, only Travel cakes can be shipped. Prices may be different from the Click and Collect page due to the cost of the packaging and the additional time required to process the order.
Desserts described in the "Cake Order" page are very fragile and they will not be suitable for postage. You will be required to come and collect them from our shop located in the Talbot Yard / Malton. Please make sure you indicate a collection date excluding Sunday & Monday.
Please note that we do not offer local delivery. Taxi service maybe a possibility if you can not come to our shop to collect your cake.
Our page "Click & Collect" is designed for our local customers. Our Weekly Desserts and Madeleines sold out very quickly on Saturday, especially if it is Malton Market. By ordering here, our customers are sure their treats will be ready for them. No local delivery will be considered.
Until when can I change or cancel my order?
No alteration of your order can be requested after processing the payment.
If needed, you will have to cancel it.
You can cancel your order up to 48 hours before the dispatch day.
Please ring us on 07947 587 382 and email us at info@florianpoirot.com
If you do not receive a confirmation of the cancellation by receiving a new email from us, please make sure you ring to us to confirm the cancellation.
No refund will be considered if you already received the shipping confirmation email.
Do you offer a gift wrapping service?
At the moment we do not offer a gift wrapping service.
Our macarons and cakes will be well packed in a temperature controlled packaging including special carboard box and ice pack.
You are welcome to add one of our gift cards / greeting cards to write your message to your love ones. Simply choose the card when you reach the checkout page or visit the page "original gift".
Just write your text and we will do the rest for you. Your nice gift card will be added to your order with your handwritten message.
DELIVERY AND SHIPPING
Why do I need to double check my shipping address?
We noticed that over the years, the most common reason for late delivery is due to a typing error on the recipient address.
Some of our customer record their address instead of the recipient address in the "SHIPPING ADDRESS" section or the postcode is incomplete or the house name or number is missing.
This is why you should double check before processing the payment that the full address of the recipient is correctly recorded. It will avoid any delay for the delivery of your parcel.
We added a warning for our customers to check their addresses when you reach the Thank You page but also when you receive the order confirmation email and the shipping confirmation email.
No claim for late delivery will be considered if the recorded address, email address or phone number are incorrect / if the address is not precise enough.
Should I track my order?
Yes, it is your responsibility to track your parcel especially if you ordered our macarons (short shelf life).
The shipping confirmation email and/or text message are sent when your shipping label is generated. Parcels are only shipped Monday and Wednesday. Your email will contain all the information to track the parcel.
Your order is estimated to arrive to your door within a maximum of 72 hrs. If you did not receive it within 48 hrs, please contact us on 07947 587 382 and DPD on 0121 278 0511.
It is essential that you check regularly the progress of the delivery of your parcel via www.dpdlocal.co.uk and contact us within 48 hours for any query, allowing us to support you. We can not take responsibility if the recipient is not at home when the parcel is delivered or if the recorded address is wrong / not precise enough. No claim for late delivery will be considered if the delay is due to an address problem, if you contact us after 48 hours or if the parcel has been refused or returned to us.
If our courier DPD Local can not locate your address, you will be asked to contact them directly explaining how to find your house because only you could explain how to find your premise.
If you do not provide these key information to them, it will be your responsibility to collect your parcel at the relevant DPD depot.
How quickly can you deliver my order?
We will deliver the products to you as soon as reasonably possible.
Our shipping / dispatch days are Monday and Wednesday.
If you place your order:
- between Saturday and Tuesday Midnight, the parcel will be dispacthed on Wednesday.
- between Wednesday and Friday Midnight, it will be dispathced the following Monday.
If you are looking for a specific delivery day, you can choose your favourite dispacth day (only Monday & Wednesday) when you reached the checkout page. We will send your parcel accordingly to this date.
If you are looking for:
- Monday or Tuesday delivery, choose to ship the previous Wednesday making sure it arrives on time.
- Wednesday or Thursday delivery, choose to ship Monday of the same week.
- Friday delivery, choose to ship Wednesday of the same week.
Parcels are not processed during bank holidays and week-ends.
This is to ensure your parcel doesn't stay in the warehouse over the weekend or bank holidays.
Please allow up to 3 working days (working days are Monday to Friday only, excluding UK Bank Holidays and Public Holidays) from the shipping day. These delivery times are estimates only.
You will receive an email confirming the dispatch of your parcel. If you don't receive your order within 48 hours, please contact us immediately, we will then link with our courier to give you some updates.
Please visit regularly www.dpdlocal.co.uk using your tracking number to check when your order will be out for delivery. Make sure somebody will be at home to receive it, especially if your order is a gift.
We can not take responsibility if you contact us after 48 hrs / if nobody is at home to accept the parcel or if the recorded address, email address and phone numbers are incorrect / not precise enough. No claim for late delivery will be considered if the parcel has been accepted, refused or returned to our permises.
As you know, we are artisan and we do not have the possibility to offer guaranteed next day delivery service. Please be kind for not expecting same level of service than a very well known American multinational technology company which focuses on e-commerce as we do not have our own delivery vans. We are dependant on DPD as a courier which offers great delivery timescale.
How much does it cost to deliver to Mainland UK, Channel Isles, Isle of Man, Isle of Wight, the Highlands & some specific postcodes in Scotland addresses?
The shipping fees are £7.50 for any order below £60. We offer free standard shipping on spends over £60 to most of UK Mainland excluding Channel Isles, Isle of Man, Isle of Wight, the Highlands & some specific postcodes in Scotland.
See below the shipping fees for specific postcodes which will required extra cost:
Channel Isles, Isle of Man, Isle of Wight = £ 22.50 for any order below £60 - £ 15 for any order above £60
The Highlands & some specific postcodes in Scotland addresses: AB 36-38, AB 55-56, FK 17-21, IV 1-39, IV 52-54, IV 63, KW 1-14, PA 21-40, PH 19-26, PH 30-41, PH 49-50 = £18.5 for any order below £60 - £11 for any order above £60
Your order will be on hold if your address qualifies for extra shipping cost but you choose standard shipping fees when you placed your order. Please expect an email from us asking to pay the remain shipping fees.
Please add a space when you record your postcode and our system should help you to choose the correct shipping fees but also complete correctly state/province at the checkout page.
Any extra shipping fees will be retrospectively due if your order has been processed.
Parcels returned to our permises due to an address error will required new shipping fees to be reshipped.
Do you deliver Scottish Islands, North Ireland, Ireland?
Unfortunately no because our courier is unable to deliver parcels within 72 hours to these areas at an affordable price. Therefore we can not deliver to these following postcodes: BT, HS 1-9, IV 40-51, IV 55-56, KA 27-28, KW 15-17, PA 20, PA 41-49, PA 60- 78, PH 42-44, ZE 1-3, BT
Your order will be refunded if you placed an order with one of these postcodes only if the parcel has not left our permises.
If you wrongly recorded the region/province, postcode, address or the shipping fees & your order left our permises, then no refund will be applicable.
Can I send items to more than one delivery address?
Unfortunately no, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.
If you have any query about your delivery or need help placing your order, please get in touch with us on 07947 587 382.
Do you add an invoice to the parcel?
We do not add an invoice or a receipt to your parcel.
You are welcome to add one of our gift cards / greeting cards to write your message to your love ones. Simply choose the card when you reach the checkout page or visit the page "original gift".
Just write your text and we will do the rest for you. Your nice gift card will be added to your order with your handwritten message.
You will receive an email shorter after finishing your purchase which will summarise your order.
If you require an invoice or a VAT receipt, please send to us an email on info@florianpoirot.com
What if I'm not at home to accept my delivery?
Our parcels are sent for an estimated delivery within 72 hrs.
DPD Local will update their website regarding your delivery and you will receive an email offering different delivery options.
The driver will not leave a card informing you that they attended a delivery. All information are available on www.dpdlocal.co.uk or by ringing them on 0121 278 0511.
If you rearrange the delivery for another suitable day, please note that our packaging are designed to keep your macarons fresh for a maximum of 72 hours.
We are not responsible for delay if you change the delivery date or collect/receive the parcel after the first attempt of delivery.
You have all the time the possibility to collect it from your DPD local depot, especially on Saturdays.
What happens if my delivery is delayed?
Our delivery options are subject to the product(s) that you order being available and us taking successful payment.
Your delivery will be also delayed if you did not provide a valid and complete address or if you selected the wrong shipping fees.
We understand how important it is for you to receive your order as quickly as possible. However there may be times when our delivery partner is unable to deliver your package on time, due to factors that are out of our control, for example – extreme bad weather or a broken down vehicle. If we cannot deliver to you right away, we will be in touch via email. Replacement of your macarons will be considered if the delivery occurs after 72 hours. Other goods will be still perfect for consumption due to their longer best before shelf life.
What should I do if the parcel is damaged or received after 72 hours?
If your parcel is damaged or slightly opened, please take a photo immediately and refuse the parcel. The driver will return it to us. Give us a call and we will discuss the matter. We will need to investigate the situation with our courier. We will ask you to send an email with the photo of the parcel explaining in details what happened. We will then organise replacement or voucher.
In the unlikely event that you receive the parcel after 72 hours, two situations should be considered:
- You ordered macarons, please do not accept the parcel. The driver will return it to us. Give us a call and we will discuss the matter.
- You ordered chocolates, products from our snacking range or travel cakes = you can accept the parcel as the goods will be safe to be eaten. A refund via voucher will not be considered if you decline the delivery of these specific goods.
RETURNS
What if I want to return an item?
We regret that we cannot accept returns of our products as they are perishable goods.
If you notice at reception that the parcel is damaged, please refuse the parcel, take a photo of it and give it back to the driver. The parcel will be returned to us.
Ring us immediately and we will investigate the situation.
No refund can be claimed if you accept the parcel.
What if I received wrong goods?
If we have delivered a product to you in error, please take a photo of your parcel, email it to info@florianpoirot.com and contact us immediately on 07947 587 382.
We will organise replacement or partial refund via voucher depending on the situation.
MASTERCLASS
What if I can not attend a masterclass / tasting event?
Our masterclass / tasting vouchers are valid for 12 months from the purchase date.
These vouchers or masterclass booking are not refundable or exchangeable.
If you can not attend it due to illness or self isolation, you are welcome to transfer your place to one of our relatives. Just email us to info@florianpoirot.com and let us know about the change of name and contact details.
If you are willing to change your Masterclass date, please contact us at least 20 days to reschedule it free of charge. If you contact us less than 20 days prior to the date, an extra of £40 will be required to reschedule your masterclass.
If you are willing to change your tasting event date, please contact us at least 20 days to reschedule it free of charge. If you contact us less than 20 days prior to the date, an extra of £10 will be required to reschedule your tasting event.
If we do have to cancel a masterclass due to unexpected circonstances, we will offer you to reschedule the class to another date by providing a new voucher valid for 12 months or to convert the price of your masterclass place to a product voucher to spend online or in shop valid for 6 months.