We take the utmost care in preparing and shipping your orders. Find below all useful information regarding delivery, receipt of your package, and returns.
Order Preparation
Your order is prepared within an estimated period of 48 business hours, except in special circumstances or as otherwise indicated on our site.
This period corresponds to the preparation time before shipping and does not constitute a delivery time.
Saturdays, Sundays, and public holidays are not considered business days.
As soon as your order is shipped, you will receive tracking information for your package when available.
Delivery Methods
Depending on your address, the contents of your order, and available services, several delivery methods may be offered to you:
- home delivery;
- delivery to a relay point or pick-up point;
- international delivery to available destinations.
The carriers, delivery methods, prices, and estimated delivery times available for your order are displayed at the time of placing your order, before final validation.
Delivery Charges
Delivery charges are calculated based on your order, its destination, and the selected delivery method.
The applicable amount is systematically indicated before the validation and payment of your order.
Delivery is free for purchases of €60 or more, subject to the conditions and destinations indicated on the site.
Relay Point Delivery
If you choose delivery to a relay point or pick-up point, you are invited to collect your package within the period indicated by the carrier.
After this period, the package may be returned to us.
In the event of a return due to non-collection of the package, please contact our Customer Service so that we can inform you of the available solutions.
Check your delivery address
Before validating your order, remember to carefully check your delivery address and contact details.
In the event of a package return due to an incorrect or incomplete address provided during the order, a new shipment may incur new delivery charges, subject to applicable legal provisions.
International Delivery
We deliver to the countries and territories offered on the site at the time of your order.
For deliveries made outside the European Union, customs duties, import taxes, or other fees may be applied upon arrival of the package.
Depending on the destination, these duties, taxes, and any import fees remain the responsibility of the recipient.
A problem with your order?
Upon receipt of your package, we invite you to check its condition as well as that of the products.
If you notice:
- a damaged product;
- a missing product;
- an error in the preparation of your order;
- or any other anomaly,
contact our Customer Service as soon as possible and, if possible, within 48 hours of receipt.
To facilitate the processing of your request, please provide us with:
- your order number;
- a description of the problem encountered;
- photographs of the package and/or the affected products when useful.
This 48-hour period is intended to facilitate the processing of your request and does not deprive you of your legal rights and guarantees.
La Mère Poulard Customer Service
E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr
Phone: 02 99 18 48 50
Do you want to return a product?
When the right of withdrawal is applicable, you have a period of 14 days from the receipt of your order to inform us of your decision to withdraw, without having to justify it.
If several products from the same order are delivered separately, this period runs from the receipt of the last product.
To exercise your right of withdrawal, you can use the withdrawal form available in our General Terms and Conditions of Sale or send us any statement clearly expressing your wish to withdraw.
Your request can be sent to:
BISCUITERIE LA MÈRE POULARD – Customer Service
ZA du Coglais
35460 Maen Roch – France
E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr
How to return your order?
After informing us of your decision to withdraw, you have 14 days to return the products concerned to the following address:
BISCUITERIE LA MÈRE POULARD – Customer Service
ZA du Coglais
35460 Maen Roch – France
Direct return costs are at your expense.
We recommend that you use a shipping method that allows you to retain proof of your shipment.
Products must be returned in a condition allowing their resale, subject to the manipulations necessary to check their nature and characteristics.
Specific cases related to food products
The right of withdrawal has certain exceptions provided by law.
It cannot be exercised, in particular, when the corresponding legal conditions are met, for:
- products liable to deteriorate or expire quickly;
- products made according to your specifications or clearly personalized;
- products unsealed after delivery that cannot be returned for reasons of hygiene or health protection.
The mere addition of a gift message to an order does not, by itself, constitute a product customization excluding the right of withdrawal.
Refund
When your right of withdrawal is validly exercised, we will refund the sums paid for the products concerned as well as, where the law so provides, the costs corresponding to the standard delivery method offered.
Any additional costs related to choosing a more expensive delivery method than our standard delivery method are not refunded.
The refund will be made no later than 14 days following the date on which you informed us of your decision to withdraw.
However, we may defer the refund until the products concerned are recovered or until proof of their shipment is received, in accordance with applicable legal provisions.
The refund is made using the same payment method as that used for your order, unless expressly agreed otherwise for another refund method that does not incur fees.
Need help?
For any question concerning a delivery, a return, or your order, our Customer Service is at your disposal:
BISCUITERIE LA MÈRE POULARD – Customer Service
E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr
Phone: 02 99 18 48 50
ZA du Coglais – 35460 Maen Roch – France
To know all the contractual provisions applicable to your order, consult our General Terms and Conditions of Sale.
