Frequently Asked Questions

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 €69.00 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.
We also do not deliver to islands and Monaco. 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.

Our customer service team is on hand to provide the necessary assistance.
Please do not hesitate to contact us by clicking on this link. We will help you as soon as possible.

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.

You have the option of adding a personal message when you place your order.
During the first step in the ordering process, you will see the question "Is it a gift?" under the summary of your shopping basket. By clicking on this link, you will have the opportunity to add your own personalised message.
Not sure if your message has been registered properly? Then you can check the order form attached to your confirmation e mail.
Do you want to change your personalised message? Then contact us as soon as possible via this link!
You can only add one message per order.

If you have a discount code or voucher, you can enter it in the summary of your order, just before confirming it.

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.

Your order number can be found in your confirmation email. If you have a customer account, you will find it in "My Orders".

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 69 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 69 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.
 

What is e-reservation?
E-reservation is a service that allows our customers to make a reservation of a product online and to be able to collect it in the boutique.
This service is free of charge and is only available in certain some boutiques from Maison Pierre Marcolini boutiques in Belgium, France and the United Kingdom.
At least 1 product must be placed in the shopping basket to benefit from this service.
The addition of a personalised message in the parcel is not available with e-reservation.
 
Where can I collect my e-reservation?
This service is only available in certain shops in Belgium, France and the United Kingdom.
Belgium :
     Manufacture
     Tongeren 
     Uccle
     VDK
     Stockel
     Antwerp
     Reine 2
 
France :
     Sainte-Croix
     Seine
     Commerce
 
United Kingdom :
     Marylebone
 
 
How do I make an e-reservation?
E-reservation is only available in certain Pierre Marcolini boutiques in Belgium, France and the United Kingdom.
How do I make a reservation in three steps?
1. Go to the product page of the product in question, click on "In-store booking".
2. Select the boutique of your choice and fill in your details.
3. Receive an e-mail with a pre-confirmation and a payment link for final confirmation of your order.
Once payment has been made, customers can collect their order from the shop they have selected.
You will then receive a confirmation email.
Once you have received this confirmation email, our teams will contact you within 48 hours (excluding weekends) to arrange a collection date.

Online booking possible and collection from pre-selected shops on 16, 17, 23 or 24 December 2023.
Reservations for logs to be collected on 16 or 17 December will close on Wednesday 13 December.
After 13 December, it will only be possible to collect your log in shop on Saturday 23 or Sunday 24 December 2023.
Please note that the log reservation period ends on 20 December 2023.

Your online reservation for the log will not be confirmed until you have made payment. If you fail to do so, your reservation will be automatically cancelled.

Please note that your products can be collected between 16/17 December 2023 or 23/24 December 2023 in the shop selected when the online reservation was confirmed.
After this date, you will no longer be able to collect your product from the shop. When the e-booking expires, your product will no longer be available and no refund will be possible.

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.

Creating your own personal account allows you to save and modify your billing/delivery details, track the status of your orders and access your favorites.

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.

If you wish to delete your customer account, please contact us through this link so that we can take the necessary steps to delete the account.

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.

Beyond the percentage of cocoa, it is the origin of the bean and its transformations during the different manufacturing stages that determine the taste and quality of the chocolate.

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

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

Only our marshmallows contain gelatine which is made from fish.

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.

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

None of our products contain palm oil, in line with our ethical and responsible approach.

Some of our creations are certified gluten-free.
You can find them by adding the filter "Gluten free" in our online shop.

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

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.

Unfortunately we do not organise visits. It is an workshop with strict food, hygiene and safety requirements.

By getting our supplies directly from cocoa producers, Maison Pierre Marcolini seeks to develop sustainable channels and allow producers to make a decent living.
If you would like to learn more about the Maison Pierre Marcolini values, you can find further information by clicking on this link.