General FAQ
Ordering and Payment
How do I know if my order has been successfully placed?
Answer
As soon as your order is confirmed, you will receive a confirmation email summarizing your purchase. If you do not receive it within a few minutes, please check your spam folder. In case of doubt, our customer service is at your disposal.
What payment methods do you accept?
Answer
You can pay for your order by credit card, as well as with the payment solutions available at checkout, including PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are secure.
Is payment secure?
Answer
Yes. All transactions are protected by a secure connection and encryption technologies compliant with industry standards. You can order with confidence.
Can I order without creating an account?
Answer
Yes. You can place an order without creating an account. Account creation is optional and simply makes it easier to find your orders.
Can I modify or cancel my order?
Answer
Our team prepares orders within 48 business hours. Once your order is confirmed, it is generally no longer possible to modify it. If you notice an error right after your purchase, please contact us as soon as possible: we will do our best to help you.
Delivery and Tracking
What are the delivery costs?
Answer
Delivery costs are calculated automatically based on your destination and the chosen delivery method. Delivery is free for purchases over €60.
What are the delivery times?
Answer
We prepare your order within 48 business hours. Once entrusted to the carrier, the delivery time depends on the selected delivery method and the destination. An estimate is displayed before your order is confirmed.
How can I track my package?
Answer
As soon as your order is shipped, you will receive an email containing a tracking link allowing you to follow its progress.
Will the biscuits arrive in good condition?
Answer
Our products are carefully prepared and protected for transport. If, despite all our precautions, your package arrives damaged, please contact us within 48 hours of receipt with some photos: we will quickly propose a suitable solution.
Do you deliver internationally?
Answer
Yes. We deliver to many destinations. Available options and costs are calculated automatically during your order based on the delivery country.
Receipt and Claims
What should I do if my package is damaged?
Answer
Contact our customer service within 48 hours of receipt, attaching photos of the package and the affected products. We will process your request as quickly as possible.
Can I return a product?
Answer
Due to the food nature of our products, we only accept returns in case of preparation error or defective product. Please contact our customer service so that we can find the most suitable solution.
My Account
Where can I find my invoice?
Answer
Your invoice is available from your account if one was created or can be sent to you by our customer service. No invoice is slipped into the package when it is shipped to a different address.
Professionals
I am a company or a CSE, how do I order?
Answer
You can submit your request directly on our website. Our team will review it and then contact you to confirm the quantities, deadlines, and delivery terms.
Contact Us
How to contact customer service?
Answer
For any questions before or after your order, our customer service is at your disposal:
Biscuiterie La Mère Poulard
Phone: 02 99 18 48 50
Email: biscuiterie.blmp@lamerepoulard-gourmet.fr
Our team will respond to you as soon as possible.
