Frequently asked questions

DELIVERY AND SHIPPING

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 Monday and Wednesday before 10:00 AM, the parcel will be shipped on Wednesday.

Between Wednesday 10:00 AM and Sunday, 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 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.

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 for UK mainland deliveries.

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, we will then link with our courier to give you some updates.

Please check 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.

 

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 queries 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
 

How much does it cost to deliver to non-UK mainland addresses?

We offer free shipping within the UK on spends over £50, but certain areas of UK will required extra shipping fees, see following postcodes: 

     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 as normal and don't forget to add your phone number.

PLEASE SELECT THE CORRECT SHIPPING METHOD / COST WHEN YOU REACH THE CART.

For any other destination such as Isle of Man, Isle of Wight, Channel Isles, France, Belgium, Netherlands, please ring us to discuss the cost.

 

What if I'm not at home to accept my delivery?

Our parcels are sent first class for delivery within 48 to 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 if they failed the first attempt.

If the delivery is still unsuccessful, your parcel will be left at your Parcelforce local depot or your local post office. Parcelforce will email you updates regarding your delivery. Information are available on Parcelforce website or by ringing them on 03442 096 183 - you just need your tracking number and post code.

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 eat. 

A refund via voucher can only 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.

Click on "YOUR COLLECTION/DELIVERY DATE", a blue box will appear. Add your comment that you would like the order to be delivered for Christmas.

All goods of your order will be dispatched on Monday 21st December.

When should I order for a specific day such as birthday, anniversary?
You can order now and add a note when you reach the cart.

Click on "YOUR COLLECTION/DELIVERY DATE", a blue box will appear. Add your comment that you would like the order to be delivered on a specific date.

The shipping delay is within an average of 48hrs.

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.

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 "Shop UK delivery", "Click & Collect" and "Cake Order" pages?

Our page "Shop UK 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. 

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 contact us immediately on 07947 587 382.

We will organise replacement or partial / full refund 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.

Please contact us at least 20 days to reschedule the Masterclass if you cannot attend it.

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.

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