Frequently asked questions

DELIVERY AND SHIPPING

Why do you ask me to check my shipping address?

Our plateform Wix is an international and well known website which hosts lot of companies across the world.

We noticed that sometimes UK postcodes are valid but the website may not recognise the house number or house name. 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 cart page, the Thank You page but also when you receive the order confirmation email and the shipping confirmation email. 

Please visit regularly Parcelforce website using your tracking number to check when your order will be out for delivery. If a delay occurs, please contact Parcelforce on 03448004466. (Choose the option 1, then option 2, tell your tracking number and postcode, then choose option 2 making sure you speak to an advisor).

We can not take responsibility 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 parcel has been dispatched from our kitchen. It will contain all the information to track the parcel.

Your order should arrive to your door within 72 hrs. If you did not receive it within 48 hrs, please contact Parcelforce on 03448004466. (Choose the option 1 then option 2, say your tracking number and postcode, then choose option 2 making sure you speak to an advisor). It is essential that you check regularly the progress of the delivery of your parcel via www.parcelforce.com 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 accepted. 

If our courier Parcelforce 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 house or flat.

If you do not provide these key information to them, it will be your responsibility to collect your parcel at the relevant Parcelforce depot. 

 

How quickly can you deliver my order?

We will deliver the products to you as soon as reasonably possible.

Our dispatch days are Monday and Wednesday. 

Between Sunday and Tuesday, the parcel will be shipped on Wednesday.

Between Wednesday and Saturday, it will be shipped the following Monday. 

If you requested a specific delivery day when you reached the cart, we will send your parcel accordingly but it will not be guaranteed as we dispatch only Mondays and Wednesdays.

If you requested a Monday or Tuesday delivery, your parcel will be shipped the previous Wednesday making sure it arrives on time.

If you requested a Wednesday or Thursday delivery, it will be shipped on Monday of the same week.

If you requested for a Friday Saturday or Sunday delivery, it will be dispatched on Wednesday of the same week.

If you choose the option "Express shipping - Next Day Delivery", the cut off for placing the order is 12:00 am. Any order received after this time will be shipped the following morning for next day delivery.

 

Parcels are not processed during bank holidays.

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 day 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 Parcelforce website 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.

How much does it cost to deliver to North Ireland, the Highlands & some specific postcodes in Scotland addresses?

We offer free standard shipping on spends over £50 to most of UK Mainland excluding North Ireland, the Highlands & some specific postcodes in Scotland.

See below the list of postcodes which will required extra shipping fees:

     IV, HS, KA 27 - 28, KW, PA 20 - 49, PA 60 - 78, PH17 - 26, PH 30 - 44, PH 49 - 50, ZE, AB 31, AB33 - 38, AB 45, AB 52 - 56, FK 17 - 21 = £18 for any order below £50 - £11.50 for any order above £50 

     Northern Ireland = £14 for any order below £50 - £ 8 for any order above £50

 

Just complete your order adding your goods to the cart and add your phone number.

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 offer a gift wrapping service?

At the moment we don’t offer a gift wrapping service.

Our macarons and cakes will be well packed in a temperature controlled packaging.

However you can write a message to your love ones when you buy our macaron boxes, chocolate boxes or our combos from "Shop UK Delivery" page. Simply write your message in the comment box of the product and we will do the rest for you. A nice free gift card will be added to your order with your handwritten message.

 

Do you add an invoice to the parcel?

We do not add an invoice or a receipt to your parcel.

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 first class for delivery within 72 hrs. Unfortunately we are unable to specify an exact time of day for delivery beyond the window of 08:00 am to 06:00 pm.

As we are dealing with perishable goods, our courier Parcelforce will try to avoid that your parcel stays in a warehouse.

Our courier agreed that they will attempt a second delivery the following day or they will left your parcel at your Parcelforce local depot or post office. Parcelforce will update their website regarding your delivery. The driver will not leave a card informing you that he attended a delivery. All information are available on www.parceforce.com or by ringing them on 03442 096 183 - (Choose option 1 then option 2 - say your tracking number and post code - Choose option 2 making sure you speak to an advisor).

We are not responsible for delay if you collect / receive the parcel after the first attempt of delivery.

You have all the time the possibility to collect it from your 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.

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.

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 may be considered only if you decline the delivery and the parcel is returned to us.

ORDERING

When should I order for Christmas delivery?

You can order now and add a note when you reach the cart page under the question: "Delivery/collection day?".

Add your comment that you would like the order to be delivered for Christmas.

All goods of your order will be dispatched on Monday 20th December.

Because we are artisan, only a limited number of slots will be available for shipping.

When should I order for New Year delivery?

You can order now and add a note when you reach the cart page under the question: "Delivery/collection day?".

Add your comment that you would like the order to be delivered for Christmas.

All goods of your order will be dispatched on Wednesday 29th December.

Because we are artisan, only a limited number of slots will be available for shipping.

When will the shop open during the Festive Period?

Our shop will be open from Wednesday 15th December to Friday 24th December from 10:00 to 16:00.

You are welcome to place "Click and Collect" order and add your preference collection day accordingly of these  dates.

When should I order for a specific day such as birthday, anniversary?

You can order now and add a note when you reach the checkout page under the question: "Any preferred shipping day / collection day at our shop?".

Add your comment that you would like the order to be shipped on a specific date, knowing shipping days are only Monday and Wednesday.

The shipping delay is within an average of 48hrs to 72 hrs.

If you requested for a Monday or Tuesday delivery, your parcel will be shipped the previous Wednesday making sure it arrives on time.

If you requested for a Wednesday or Thursday delivery, it will be shipped on Monday of the same week.

If you requested for a Friday Saturday or Sunday delivery, it will be dispatched on Wednesday of the same week.

Please check carefully when you record the delivery date taking into considerations of these.

All goods of your order will be dispatched the same day.

What methods of payment do you accept?

We accept most major debit and credit cards including, Visa, MasterCard, Visa Debit and American Express.

We can not take any payment over the phone. If you require to pay extra shipping, you will receive an invoice to pay via BACS.

Can I order over the phone?

Unfortunately no, all orders have to be placed via our website. This is to ensure that all your personal details including payment are safely stored due to data protection.

It also reduce the risk of error regarding billing and delivery address.

If you meet difficulties to use our website, you are always welcome to ring us on 07947 587 382 and we will guide you how to complete the order online.

I meet difficulties to make a payment on your website using an Ipad

Our website WIX requires the latest version of the IOS Iphone/ Ipad to finalise your payment with your bank.

If you meet difficulties to complete the checkout process, please check your ipad system and download the latest updated version of the ISO. If your Ipad is unable to download the new ISO, you will have to use another devise. This situation is sadly due to Apple stopping some of their old devices to access to the latest version of ISO.

You can place your order via our website by using a computer, a laptop or a phone with internet connection.

You are welcome to ring us on 07947 587 382 for some support if needed.

Can I change my delivery address?

If you wish to make a change to the delivery address, please email us immediately to info@florianpoirot.com.

The change will not be possible if you received already the email confirming the shipping of your order.

If it is possible we will let you know by confirming the change in response to your email.

If your order has been shipped, we will not be able to change the delivery address, you may be able to speak directly to our courier to update the 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. 

Desserts described in the "Cake Order" page are very fragile and they will not be suitable for postage. You will require to come and collect them from our shop located in the Talbot Yard / Malton. Please make sure you indicate a collection date excluding Monday & Tuesday. At reception of your order, we may contact you if the collection date is not suitable for us. 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 considered - in this case, please use the "Shop UK Delivery" page. 

Until when can I cancel my order?

You can cancel our 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.

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.

What if I can not attend a masterclass?

Our masterclass 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 COVID 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 we do have to cancel a masterclass due to COVID restrictions, we will offer you to reschedule the masterclass 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.

MISCELLANEOUS

Which products are suitable for vegetarians?

Our macarons shells are made with almond powder, eggs and icing sugar and their filling contain cream. 

Any macarons excluding raspberry and basil raspberry will be suitable. 

All other products advertised in our website will be suitable for vegetarians.

Please always specify your dietary requirement on your order to avoid any mistake.

Which products are suitable for vegan?

Our macarons and chocolate bonbons contain cream. They won't be suitable for vegan.

We developed a snacking range suitable for you mainly based with dark chocolate and nuts.

You are welcome to choose from Confiture, Crunchies Almond - Dark Chocolate 5 Spices, Delice Pistachio, Delice Cashew, Dark Mendiants, Dark Hedgehog, Manjari 64% Dark Chocolate Bar, Guanaja 70% Dark Chocolate Bar, Passion Fruit Chocolate Bar, Strawberry Chocolate Bar, Yuzu Chocolate Bar, Dark Ginger Fruity Bar, Manjari 64% Hot Chocolate Powder and Guanaja 70% Hot Chocolate Powder.

Please always specify your dietary requirement on your order to avoid any mistake.

Which products are suitable for dairy free regime?

Our macarons filling and chocolate filling contain cream, they will not be suitable for you.

The only macaron dairy free will be our raspberry macaron as its filling is an homemade jam. 

However we develop a snacking range to choose from including Confiture, Crunchies Almond - Dark Chocolate 5 Spices, Delice Pistachio, Delice Cashew, Dark Mendiants, Dark Hedgehog, Nougat, Manjari 64% Dark Chocolate Bar, Guanaja 70% Dark Chocolate Bar, Passion Fruit Chocolate Bar, Strawberry Chocolate Bar, Yuzu Chocolate Bar, Dark Ginger Fruity Bar, Manjari 64% Hot Chocolate Powder and Guanaja 70% Hot Chocolate Powder.

Please always specify your dietary requirement on your order to avoid any mistake.

Which products are suitable for gluten free regime?

Our macarons shells are made with almond powder, eggs and icing sugar. 

All other products advertised in our website will be suitable for gluten free regime excluding our sable, almond chocolate bonbons, cookies and cakes. Please note that they may contain gluten traces as our main kitchen is not gluten free.

Please always specify your dietary requirement on your order to avoid any mistake.

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