FAQ

Who goes there?

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Website

Why should I create a customer account?

By creating a customer account, you can access your order history, which allows you to quickly find your order summaries, invoices and delivery tracking.

How can I create my customer account?

To create your customer account, simply enter a password when placing your order. You can also click on "Sign in" in the top banner on computer or on "Account" in the mobile menu.

How can I delete my customer account?

If you wish to delete your customer account, please contact us.

I am having difficulties navigating, can you help me?

Do not hesitate to contact us if you encounter any difficulties in navigating the site or placing an order. We will be happy to answer you!

Products

OK, your chocolates seems to be very nice, but what about their taste?

We focus as much on the beautiful as on the good! Our recipes are elaborated with some of the best French artisans and several of them have even been awarded in prestigious competitions, such as the International Chocolate Awards and the Great Taste Awards.

Where do your cocoa beans come from?

We collaborate with a cocoa manufacturer who sources cocoa from South American farmers. All of this is done with respect to sustainable agriculture.

Are your products organic?

With very few exceptions, our products are all made from products from organic farming.

What is the composition of your chocolates?

You can find the ingredients and nutritional values of all our chocolates on the different product pages. Our chocolates are all made in France by craftsmen from natural ingredients, without any food preservatives and without palm oil. Our products contain cocoa butter and above all, a lot of love, but that's obvious!

Are there any allergens in your chocolates?

Depending on the recipe, there are different allergens in our chocolates. The most common ones: milk and nuts. We invite you to carefully consult the "Nutritional values and ingredients" tab of our product pages before ordering.

How long are my products edible?

On each product we indicate the best before date. Contrary to the use-by date of the product, there is no risk if you consume the product after the indicated best before date. Nevertheless, the taste and texture may be altered.

How do I store my chocolates?

In order to preserve our products in optimal conditions, store them in a cool and dry place between 14°C and 18°C.

Is your packaging recyclable?

Our packaging is made of recyclable cardboard, paper and aluminum. We try to reduce them as much as possible, but some packaging is essential for the conservation and transport of our chocolates. For some of our products such as truffles or marshmallow bears, individual packaging guarantees optimal conservation of the product.

A product is out of stock, when will it be back?

If a product is out of stock, you can enter your e-mail address to be informed of the restocking.

Can I find your products elsewhere than on your website?

You can find our incredible chocolates in our network of retailers as well as in our store located in Paris. Click here to discover the list of stores that sell our products.

Customization

How can i customize my chocolate bar?

Go to the chocolate bar customization page. Then follow the steps one by one :

- Select the recipe among the 2 : Milk chocolate, caramel & Guérande salt or Dark chocolate 71% & Camargue salt.
- Enter your message. You can write on 3 lines, up to 12 characters per line.
- Choose your design among 6. 
- Finally, choose one of our 3 pretty fonts.

All you have to do is add your chocolate bar to the cart: in your order it will be slipped into a cardboard gift envelope.

How can I customize my chocolate box?

Go to the chocolate box customization page. First, choose the size of your box: 16 or 30 chocolate squares. Then, it's very simple: type your message on the keyboard and/or select chocolate squares to put in your box. Each square corresponds to a letter, a number, a symbol, an emoji or a drawing. Remember to proofread carefully and add your chocolate box to the cart!

What is the composition of the chocolates in your customized chocolate boxes? 

As for our other chocolates, our chocolate boxes and personalized chocolate bars are made by French artisans from natural and organic ingredients, pure cocoa butter, without preservatives and without palm oil.

I placed an order but I made a mistake in the customized text, can I change it?

When you create a chocolate bar or a personalized chocolate box, the visual is saved by computer: this allows us to give life to your creation. This visual appears in your basket and you can check that there are no errors. If, despite everything, you have made a mistake, contact us as soon as possible so that we can try to correct it. Once the order has been shipped, we cannot cancel or modify it. Le chocolat des Français cannot be held responsible if there are spelling, conjugation or typing errors in the message you have typed.

Orders

Can I add a message to my order?

You can add a message to your order by selecting the option "Sweet message" in your cart. Your message will be formatted, printed on an A6 sheet of paper and added in your order.

Do you include the invoice in your packages?

Don't worry, we never include invoices in our packages!

How can I find my invoice?

If you have an account on our site, you can find your invoice in your order history. The invoice is also included in the order confirmation email.

Why didn't I receive my order confirmation email?

If you did not receive the confirmation email, please check your spam folder of your mailbox. If you don't find it in your spam folder either, you probably made a mistake when entering your e-mail address. In this case, contact us quickly.

How can I cancel an order?

You have the possibility to cancel your order under certain conditions. The time limit within which you can cancel your order is 24 hours after payment has been made, provided that the order has not already been shipped. Once the order has been shipped, you cannot cancel it. Please contact us as soon as possible with your order number!  

What should i if my order is damaged?

If your order arrives damaged, please take several pictures of the damage and send us an e-mail to sav@lechocolatdesfrancais.fr with the order number.

Delivery

What are the shipping cost?

Colissimo delivery (without signature) in France is charged at €4.99 and is free for orders over €50. Chronopost express delivery in France is charged at €9.99 and is free for orders over €250. Chronofresh delivery in France is charged at €14.99 for all orders under €50, €9.99€ for €50-€100 orders and is free for orders over €250. You can consult all our rates on the delivery page.  

What are the delivery times?

Colissimo delivery in France from the date of order confirmation takes between 2 and 5 business days (excluding weekends and public holidays). Chronopost express delivery in France from the date of confirmation takes between 1 and 2 business days. Chronofresh delivery in France from the date of confirmation takes between 2 and 6 business days .Please note that the delivery times are given as an indication and that there can always be hazards beyond our control. You can consult the indicative times according to each country on the delivery page.

Can I have my order delivered to a collection point?

We do not offer delivery to collection points in order to guarantee optimal conservation of our products. Indeed, chocolate is sensitive to temperature changes, in case of thermal shock it can whiten and its taste and texture can be altered, and we cannot guarantee the storage conditions in the withdrawal points.

Do you deliver outside the European Union?

Sorry for our Swiss, British or American friends, unfortunately we do not deliver outside the European Union on our website. You can nevertheless consult the map with our different retailers, there may be one near you! You want to resell our products outside the European Union? Do not hesitate to contact us!

During the summer, why do you only use Chronofresh?

During the summer, we have to work with Chronofresh which ensures that the products ordered by our customers are delivered at a controlled temperature. This means you can order without fear and the chocolates will not melt on the way! This carrier is more expensive than other "classic" carriers, which is why our shipping fees are more expensive during the summer. Please note that we only deliver to Metropolitan France (excluding Corsica) and to Monaco during the summer.

I made a mistake when I entered my delivery address, can you change it?

If you made a mistake when entering your delivery address, contact us as soon as possible so that we can change it before shipping your order.

How can I track my package?

If you have an account on our site, you can find your delivery tracking in your order history. In any cases, the delivery tracking number is indicated in the shipping confirmation e-mail. You can't find it? Get the reference of your order and contact us!

Why haven't I received my package yet?

If the delivery of your order has exceeded the delivery time indicated, please have your order reference ready and contact us. We will do our best to resolve the situation.

Why does my delivery tracking indicate that my order has been delivered even though I haven't received it yet?

If the delivery tracking of your package indicates that it has been delivered but that you have not received it: 

- First, check the delivery address you chose in the order confirmation email.
- Look for a delivery notice in your mailbox or near your door.
- Check around you: with your neighbors, your concierge...
- Contact Colissimo from their online contact form.
If despite all this, you still have not found your package, contact our customer service with the reference of your order. You have up to 30 days after the delivery date to contact us.

How can I return my order?

You cannot return our products. Indeed, the chocolate being a perishable product, the time of retractation of the articles L 121-20 and following of the Code of the Consumption do not apply.

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Customization (B2B)

How do I prepare my image files?

You will find all the indications :

- For the complete personalization of a chocolate bar here.
- For the customization of a chocolate bar or a chocolate box with a sleeve here.

To get the templates, it's this way!

Are the files checked?

The files will be systematically checked by our Artistic Direction for printing standards. In case of obvious problem, you will be notified to modify your files.

Can you do the creation for me?

In the case of customization of the entire packaging or with a sleeve, it is up to you to provide us with the template completed with your visual. We only propose illustrations / creations in the framework of the exclusive creation with our artists.

I would like you to create an illustration for me in collaboration with an artist. How does it work?

You will find the process here.

Can I choose the artist for my design?

We are committed to working with our in-house artist for creations related to business gifts, but we can offer you other artists, depending on your schedule and their availability.

Can you produce a sample of my design before I approve my order?

We cannot produce a unit, but we will provide you with a simulation of your creation if needed.

What is the printing made of?

In quadri, the pantone is done only on estimate from 10 000 ordered units.

Do you do hot foil stamping?

Yes, on request of estimate. Please specify your request via our contact form.

I want to reorder, do you keep the files ?

Yes, we keep all files.

Can I make my own recipe ?

We do not currently offer this customization service.

Delivery (B2B)

Do you provide bags?

Yes, upon request for a quote. Please specify your request via our contact form. 

Can you dispatch my shipments?

We have the possibility to dispatch the shipments to each of your recipients, from a specific address file that we transmit to you.

What countries do you ship to?

Metropolitan France*, Germany, Belgium, Netherlands, Luxembourg, Ireland, Italy, Spain, Portugal, Switzerland, Austria, Denmark, Hungary, Poland, Czech Republic, Slovakia, Slovenia, Estonia, Latvia, Lithuania.
*DOM TOM and Corsica can be subject to an estimate depending on the weight and dimensions of the product to be sent.

What are the delivery times?

- The deadlines are 7 to 10 working days for a classic order, excluding personalization.
- It takes 15 working days (3 weeks) for the personalization in white-labelling or with sleeve.
- And 30 working days (6 weeks) for the personalization with an exclusive creation by an artist.

Contact

Who can I contact if I have additional questions?

The great Corporate Team, via the contact form.