Deliveries and returns

Expédition de votre colis

All the necessary information concerning the delivery of your order is listed below.

If you need more information, please contact us by e-mail at the following address: contact@mon-epicerie-francaise.com.

Destinations served 

We deliver your order anywhere in the world, except for the following countries: Azerbaijan, Libya, Nigeria, Bangladesh, Benin, Burkina Faso, Burundi, Chad, Colombia, Comoros, Democratic Republic of Congo, Congo, Equatorial Guinea, Ethiopia, Iran, Iraq Jordan, Liberia, Malawi, Mali, Mauritania, Pakistan, Palestine, Rwanda, Somalia, Syria, Yemen, Afghanistan, Bouvet Islands, Micronesia, Northern Mariana Islands.

Certain restrictions and prohibitions may be in place concerning the export of wines and alcoholic beverages to certain countries. In this case, for any request for export of this kind of products, please contact us by mail.

Delivery rates 

The delivery rate of your order varies according to the weight of your package(s) and the delivery zone in which you are delivered.

The weight of your package(s) is determined by taking into account the weight of the product and its packaging. The weight of the packaging is added to the weight of the product itself during the ordering phase and is not displayed in the product's technical data sheet.

The maximum weight per package is 30 kg for the European Union and Switzerland and 20 kg for all other countries.

Your order will therefore be shipped in 20 or 30kg increments.

Packages are generally dispatched within 48 hours after receipt of payment.

Shipping fees include packaging, preparation of your order and handling fees, amounting to 2 Euros excluding taxes and postage.

We advise you to group your purchases in a single order. We cannot group two distinct orders placed separately, and you will be required to pay shipping charges for each of them.

For more details, compose your basket and calculate your shipping costs directly.

Delivery times and methods

For shipments within the European Union: delivery times are normally 3 to 5 working days.

For shipments outside the European Union: delivery times are normally 6 to 10 working days.

Your package is shipped at your own risk, special care is taken to package your package containing fragile products.

For all countries, except Canada and the USA, the standard shipping method is Colissimo Expert International, tracked and signed for. In case of absence, a notice of pending delivery is left in your mailbox.

All our delivery times are given as an indication and have no contractual value.

For reasons of delivery time a carrier having a failure can be replaced by a faster carrier.

The preparation of your packages

The content of your package is systematically checked before it is sent, to ensure total conformity with your order.

Particular attention and care is given to the preparation of your package, the packaging of your products, and the closing of your boxes, in order to minimize the risk of damage and/or breakage.

Our boxes are of good quality. We reserve the right to choose between a double or triple fluted box, depending on the weight of the package and the delivery destination.

In some cases your order can be sent in several packages in order to avoid as much as possible the customs taxes of the country of delivery.

In case of peaks of activity or in case of temporary difficulties in the preparation of your orders, an additional preparation time may be necessary.

The products sold on the site, in order to offer a wide variety of products and an irreproachable quality, are purchased from various suppliers at the time of each order and the supplier has only a limited stock. Consequently, in case of unavailability of one of the products at the suppliers, the customer will be contacted quickly by e-mail.

Delivery tracking

We will provide you as soon as possible with a link that will allow you to track the delivery of your package online.

A problem following your delivery

A particular attention is brought to the preparation of your parcel. However, in the event that an item is damaged, we thank you for contacting us by e-mail at the following address: contact@mon-epicerie-francaise.com.

In case of delivery of a package obviously and visibly deteriorated, incomplete or with damaged objects, it is up to the customer to refuse it in order to enjoy the guarantee offered by the carrier. The user must also inform the publisher without delay, so that a new package can be prepared and sent upon receipt of the damaged package in return. In such a case, the delivery times indicated above in these general conditions will no longer apply.

Likewise, the recipient must refuse any incomplete package or one with damaged items. In accordance with Article L 133-3 of the French Commercial Code, receipt of the transported items extinguishes any action against the carrier for damage or partial loss if, within three days, not including public holidays, following receipt, the consignee has not notified the carrier by registered letter of his justified protest. In the absence of proceeding to this formality, the user cannot be compensated.

We invite you to inform us of any delay of one week compared to the average delivery time noted in order to allow us to start an investigation with the carrier (the investigation time can vary from one to three weeks). If during the investigation period, the product is found, it will be immediately redirected to your home. This search may take up to 30 working days from the time the claim and information is sent to the carrier. If on the other hand the product is not found at the end of the investigation period, the carrier considers the package as lost, we will reimburse you the totality of your order.

In case of a package marked as "delivered" but not collected by the recipient, the latter will have to turn to the local carrier in order to verify the conditions of the delivery and/or open an investigation.

Customs prohibitions and restrictions

It is the customer's responsibility to check with the local authorities of the country where the goods are to be delivered if these products or goods are not subject to additional information, special import restrictions or outright prohibition.

Our company is released from any responsibility in case of non-delivery of goods that may be prohibited or require special clearance from the recipient in the country where they are shipped.