Q&A

Q&A

ANY QUESTIONS? THEN TAKE A LOOK AT OUR Q&A!

Our Q&A

My account

To create your account, you have two possibilities:
- From the home page, you have access to the "My account" tab. You can then create your account.
- When finalizing an order, you will also be asked to create your account, if you have not already done so.
Creating your account will then allow you:
- To place orders online, and to be able to follow them (history, invoices, delivery tracking, etc.),
- To accumulate points,
- To subscribe to the Maison Colibri newsletter in order to receive the latest Maison Colibri news,
- If you are a professional, you will also have access to dedicated services.

Cliquez sur le From the home page, you have access to the “Store” tab. You can then add the product(s) of your choice directly to the cart by clicking on the cart pictogram, or from the product description page, choose the desired quantity and then add it to the cart.

You can modify your personal data at any time by logging into your account, in the "My information" section.

Click on the "Forgot password" link while logging in. A link to define a new password will then be sent to your mailbox.

You can subscribe to the newsletter from the home page, you will find a newsletter subscription banner.
At the same time, you can subscribe or unsubscribe at any time, by logging into your account in the "My information" section.
You can also unsubscribe by clicking on the "Unsubscribe" link at the bottom of each of our newsletters.

MY ORDERS

For private individuals, the order can be paid by credit card (credit card, Visa, Eurocard / Mastercard), or by Paypal.
Depending on your location, you may also have the option to pay via other methods such as Bancontact, Giropay or iDEAL.
Professionals can pay by bank card or bank wire transfer.

Yes, we use SSL authentication and information encryption to ensure the confidentiality of transactions made on our site.

Once your order has been placed, it will be meticulously prepared by our teams. Once your package has been shipped, you will receive an email with a tracking number and a link allowing you to follow its delivery by our carrier. By accessing your Customer account, in "My profile", you also have the possibility to consult the information directly. Click on "My orders" via your account and select the relevant order.

Unfortunately, once your order has been confirmed, it is impossible to cancel or change it. To guarantee you the shortest delivery times, we make your order quickly in our workshops. In the event of an error, we invite you to apply your legal withdrawal period after receipt of your order. Write to us and then post your letter within 14 days with the completed and signed withdrawal form for a refund.

You can consult the history of your orders at any time via your Customer Account under the tab "My Orders".

DELIVERY

Lors de la finalisation de votre commande, vous pouvez choisir parmi différents modes de livraison :

CHRONOPOST

La livraison Chronopost à domicile dès le lendemain de l’expédition pour 7,90€ (ou le jour de votre choix)

COLISSIMO

La livraison Colissimo à domicile en 48h en moyenne après l’expédition pour 5,90€

La livraison Colissimo en point de retrait en 48h en moyenne après l’expédition pour 4,90€ (sous signature et présentation d’une pièce d’identité)

MONDIAL RELAY

La livraison Mondial Relay en point relais non express en 3 à 4 jours en moyenne après l’expédition pour 2,90€ (disponible uniquement pour les particuliers, sous signature et présentation d’une pièce d’identité) ;

MAGASIN D'USINE

Le retrait est gratuit au magasin d’usine situé à Pons, 2 route de Marennes 17800 sous 24h suite à la préparation (sous signature et présentation d’une pièce d’identité) Tous les détails sont disponibles ici.

Lors de la passation de la commande, pensez à bien renseigner l’adresse de livraison si elle différente de votre adresse de facturation – et nous enverrons à l’adresse indiquée en France métropolitaine, Corse et Monaco inclus.

An order can only be shipped to one delivery address

At the moment delivery is possible in the European Union.

When the order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can also track your order via our site by logging in via "My account", then go to "My orders" and select the relevant order.
In case of problems, do not hesitate to contact our Customer Service using the form in our "CONTACT" section or at the address macommande@maison-colibri.com

Products

We totally agree with you, we need to reduce the use of plastic! However, we ask for your understanding as to why we still use it:
- The paper packaging, although plasticized, is fully recyclable - that is why the sorting logo is indicated on the packaging. We use plastic for the simple reason that it is waterproof, and paper is not. This protects the products against moisture. But the amount of plastic is small that the packaging can be recycled!
- Individual packaging fulfills two objectives: the first: to preserve the softness and taste of our products, even once the packaging is open; the second: at the request of many consumers, our packaging offers the possibility to take a product with them: only the individual packaging is able to do this.
As explained above, we share your views on plastic and are actively working to find an alternative.
It takes time and we do a lot of tests: it has to be watertight, the flavors and products are well preserved, etc...
But we hope to announce soon that we have found a solution!
Currently all our products are indicated in orange by Yuka (if some recipes are still in red, it is because the product sheet has not been updated: we have revised all our recipes and they are now on the market)
Why orange and not green? Because in some recipes we use butter, sugar and chocolate. And Yuka doesn't like these ingredients as much as we do. We even love them, and that's why you love our madeleines so much: because they're made according to real grandmother's recipes, with real butter,... And we're not just going to change that.

You didn't find the answer to your question?

Our team is available to answer any of your questions : madeleine@maison-colibri.com  

You can also use our contact form. 

I ask my question