Frequently Asked Questions

All our products (chocolates, macarons, pastries and confectionery) are made in our atelier in Brussels.

We start from the bean and create our own chocolate thanks to our expertise in all steps of the production process.

We attach particular importance to the cocoa bean producers we work with.

Each of them is carefully selected by Pierre Marcolini himself and real relationships of trust have been built up over the years.

You can find the latest information on this subject by clicking on the following link.

The cocoa percentage reflects the proportion coming from cocoa mass. Please note that it is above all the origin of the cocoa bean and its processing throughout the different production stages that determine the taste and quality of the chocolate.

We currently organize workshop visits exclusively for B2B clients. For more information, please contact: corporate@pierremarcolini.com

It is a natural food emulsifier. With the growing number of soy allergies, sunflower lecithin is a reliable, non-GMO alternative with health benefits.

Only our marshmallows contain gelatine which is made from fish.

No preservatives or GMOs are present in our creations, in line with our ethical and responsible approach.

We offer a dark chocolate bar, made with maltitol (a sweetener derived from cereals, gluten-free).

Pierre Marcolini's chocolates reflect an artisanal and responsible commitment at every stage of their production: 

1. We work directly with dedicated plantations, selected for the quality of their beans as well as their social and environmental practices. This choice ensures fair compensation for producers and supports sustainable farming. 
2. We craft our own chocolate from cacao beans in our Brussels workshop. This artisanal expertise demands time, great precision and specialised equipment. 
3. Each creation is made with high-quality, traceable raw ingredients. We favour the noblest bean varieties, origins and aromatic profiles, and this level of excellence is reflected in the final result. 
4. We share the origin, variety and tasting notes of our products to guarantee complete transparency and a unique taste experience. 

By choosing our chocolates, you are supporting a sustainable supply chain, artisanal expertise and a demanding approach to taste — for a chocolate that is truly unique, meaningful and full of character. 

We recommend keeping our chocolates in a cool, odour-free place at a temperature between 14 and 18°C.

They can also be stored in the bottom of the fridge, leaving them carefully in their original packaging.

The use-by date of all our products is indicated on the product sheets. We use fresh ingredients and do not add any preservatives.

The best before date of our chocolate products varies between 1 and 9 months.

Our macarons can be stored for 5 days after purchase.

Known as "fat whitening", this occurs when lipids crystallise on the surface of the chocolate and leave a whitish film. This causes the chocolate to whiten very slightly, losing some of its shine. Although this may make the chocolate look unattractive, the taste does not change at all and is not to be confused with mould formation. To avoid this, it is recommended to store your chocolates at ambient temperature.

Some of our creations are certified gluten-free.

You can find them by adding the filter "Gluten free" in our online shop.

Our products may contain traces of nuts, milk, soya and gluten. For each product, we detail the allergens present on our online product sheets.

No. The risk of cadmium depends on the quantity consumed and body weight. Chocolate is only a small source compared to other everyday foods. With moderate consumption, chocolate remains above all a pleasure, without health risk.

The main risk comes from the soil, not from processing. But our bean-to-bar approach allows us total traceability: we select the beans, have them tested in accredited laboratories and ensure quality control from start to finish. This complete mastery guarantees safe and exceptional chocolate.

We work only with trusted producers, in low-exposure areas. Each batch of beans is then tested by an independent laboratory to verify compliance. Finally, our quality team regularly checks our finished products. This is a triple commitment to guarantee safe chocolate.

How does the Pierre Marcolini digital gift card work?

A digital gift card is a prepaid method that allows the recipient to make purchases on a website up to the value of the card.

How can I buy a gift card?

You can buy your gift card online on our website. Follow the instructions to choose the value and personalise your card.

How can I use a gift card?

To use your gift card, simply choose the payment method "By Gift Card" once you have validated your online order. The value of the card will be deducted from the total amount of your purchase on our website.

How long is a gift card valid for?

Your gift card is valid for 1 year from the date of activation only on the Maison Pierre Marcolini e-shop. See our General Terms and Conditions of Sale on https://eu.marcolini.com/en/ for more details.

Where do I go to use my gift card?

Use your gift card when paying to validate your order. On the payment page, add your gift card number in the dedicated field, fill in the 13 digits of your card, then click on "Validate". The amount of your order will be automatically deducted from your gift card.

Can I use my gift card in shop?

No, the gift card is only valid online at https://eu.marcolini.com/en/ . You will be able to use it when you are on the different payment methods page.

 Can I give a gift card online to someone else?

Yes, you will need to buy your gift card online. Once you have confirmed your order, you will receive an e-mail confirmation and a PDF containing your gift card. All you have to do is download the PDF and send it directly by e-mail to the person of your choice, or print it out to give as a gift.

How can I check my gift card balance online?

Visit the gift card page, click on the "Check my balance" button and enter your card number. A message will display the amount available on your gift card. If you have already used your card, you can also check the remaining balance.

We deliver to most countries in continental Europe, as well as the United Kingdom under certain conditions.

We can deliver to any address (home, work, etc.) as long as it is complete and accurate.

Shipping costs for orders over €75.00 are free of charge.

Please find below the details per destination:

- Delivery possible from Monday to Friday: Belgium and Luxembourg (€12.00 TTC - €14.00 TTC in controlled temperature)

- Delivery possible from Tuesday to Friday : France (16€ in controlled temperature)

- Delivery possible on Monday to Thursdays:

Austria (€16.00)

Bulgaria (€24.00)

Czech Republic (€24.00)

Denmark (€20.00)

Estonia (€24.00)

Finland (€24.00)

Germany (€16.00)

Greece (€24.00)

Hungary (€24.00)

Ireland (€22.00)

Italy (€22.00)

Latvia (€24.00)

Lithuania (€24.00)

Netherlands (€14.00)

Poland (€24.00)

Portugal (€24.00)

Slovakia (€24.00)

Slovenia (€24.00)

Spain (€22.00)

Sweden (€24.00)

United Kingdom (£18.00)

- Delivery in the United Kingdom under certain conditions:

The price on the website is the price you pay. There is no additional customs fee.

All packages to the UK include a pro-forma invoice with a detailed description of the products and prices.

Please note that random customs checks may delay the delivery of your order by up to 96 hours.

Please note that we do not deliver to islands. Orders placed on the site for delivery to an island will be automatically cancelled.

All payments made on our site are secured by Stripe's online payment service.

All information passing through Stripe is encrypted using the highest level of security available today. Your credit card number is never stored on our servers.

You can also order our products online without creating a customer account.

In this case, you will not be able to track the status of your order. You will, however, be informed by email.

We accept many different payment methods: Bancontact, Payconiq, Mastercard, Visa, American Express, Paypal, iDEAL, Giropay.

In the event that your payment fails, we invite you to try again.

If the problem persists, please do not hesitate to contact us through this link.

Once your order has been confirmed, you will receive a confirmation email. You can also find all the information about your order in the section "My Account".

Please note that the confirmation email may, in the case of high traffic volumes, reach your mailbox 5 to 10 minutes after placing your order.

If you have a customer account, you can track the status of your order at any time through this link. You can also track the status of your order through the emails we send you.

If your order is delivered damaged, please contact us through this link, attaching a picture of the damaged product so that we can find a solution.

We never include an invoice in our parcels. Your invoice can be downloaded from the "My Account" section and is also sent to you by email when your order is shipped. 

What is multi-recipient delivery?

Multi-recipient delivery allows a single payment which is then split between several recipients, instead of having to make several individual payments.

How does multi-recipient delivery work?

Start by filling your shopping basket with the items of your choice.

Once your selection is ready, move on to the next stage by confirming your order.

At this stage, you'll be able to choose between standard delivery or delivery to several recipients, all in one payment.

If you opt for delivery to several recipients, simply follow the three steps required and validate each one.

In step 3, you can choose the delivery method you prefer for each of the destinations you have specified.

Note that each basket/destination will benefit from free delivery if the total of each basket reaches a minimum of 75 euros. Otherwise, delivery charges will be applied to destinations that do not meet this condition.

Don't forget to check the General Terms and Conditions (GTC) before proceeding to checkout.

Finally, you can proceed to payment of your order and complete your purchase with ease.

What are the advantages of multi-recipient delivery?

Simplicity, convenience and time savings, as you don't need to make multiple individual payments.

Are there any charges associated with delivery to multiple recipients?

The charges associated with multiple recipient payments are linked to the delivery charges for each basket. It is important to note that each basket/destination will benefit from free delivery if the total of each basket reaches a minimum of

75 euros. However, if the total of a basket does not meet this condition, delivery charges will be applied to the corresponding destinations.

Is it possible to cancel or modify an order placed with several recipients?

Yes, it is possible to cancel or modify a multiple recipient payment. If you wish to make changes to one of the destinations, contact us by email on customercare@pierremarcolini.com. Please include your order reference, which starts with a "C", and explain the changes you wish to make. We will be happy to help you adjust your order accordingly.

How can I track my order when I have chosen delivery to multiple recipients?

To track payments to multiple recipients, you can access the progress of your order by destination by going to the "My Account" area via this link. It is important to note that for logistical reasons, your order, which includes several destinations, will be dispatched in several separate shipments. You will receive a shipping confirmation e-mail for each of these shipments.

If you have placed your order as a guest and do not have an account, you can create an account by defining a password. Don't forget to finalise the creation of your account so that you can easily track your order.

We keep it in our customer database for legal purposes or to better serve you when you place future orders if you have a customer account.

At any time, you can change it in the "My Account" section or request it to be deleted by contacting our Customer Service team via this link.

You can unsubscribe from our newsletter by clicking on the "Unsubscribe" link at the bottom of every email you receive from us.

If you have a customer account, you can manage your settings through this link.

You may receive a few more emails from us while our database is being updated. If this happens, please accept our apologies.