FAQ

Frequently asked questions and answers

Online ordering

If you have received a promotional code, you can enter it when you are reviewing your order. At this stage, a box will appear at the top of the page with the words ‘Enter Your Promotional Code’. When you have done so, click ‘Add’.

Once your order has been approved you will receive a confirmation email. You can also find all your order details in the ‘My Account‘ section of the website.

Some of our creations cannot be delivered because they are too fragile. Such products will be labelled ‘Exclusively available in store’.

To find a store near you, visit the ‘Stores‘ tab on our website.

They are kept in our customer database in order to offer you a better service next time you want to place an order. You can edit your details at any time in the ’My Account’ section, or request for them to be deleted entirely by contacting Customer Services: Contact us.

We offer you the possibility to add a personal message to your order if you wish. This can be done when selecting the delivery options for your order.

Once you have entered the delivery address, you will find a field at the bottom of the page entitled ‘PERSONALISE YOUR ORDER’ where you can enter your message.

Note: only one message can be entered per order. At the current time, it is not possible to write multiple messages, so if you wish to do so you will have to submit two or more separate orders.

You can pay for your order online using one of the following bank cards: Visa, MasterCard, American Express, Carte Bleue.

If you need to make any changes to your order, please send us an email at the following address: customercare@marcolini.be

You can order our products via our online store at eu.pierremarcolini.com.

Our collection can be browsed by product category: Gift Range, Carré2 Chocolate Tablets, Boxes of Chocolates, Macarons, Pastries, Sweets, Delicatessen and Books.

You can then select ‘Home Delivery’.

Once you have made your selection and added everything to your basket, you can follow the next steps to confirm your order.

Note: we can only deliver to a single address. Unfortunately, we are not able to deliver to multiple addresses for the same order. If you require delivery to different addresses, you will need to place two or more separate orders.

All payments made through our website are made securely thanks to the online payment service Stripe. All information processed by Stripe is encrypted using the highest level security protection currently available. Your bank card details are not held on the site.

Home delivery

Delivery times are estimated at between 48 and 72 hours for the whole of Europe. We use specially designed packaging to guarantee that the temperature of our creations remains at between 8 and 18°C for 72 hours, ensuring our chocolates and macarons retain all their olfactory and aesthetic qualities, not to mention their taste.

Delivery times are estimated between 48h to 72h during working days for all Europe.

As soon as your order has been dispatched, you will automatically receive an email with a tracking number. If the recipient is out at the time of delivery, we will post a card informing them that we tried to drop off the package, and it is then taken to a depot. The recipient can collect the package from the address indicated on the card or in the tracking information.

We do not include a receipt indicating the price of your order in the package. Your receipt can be downloaded under ‘My Account‘. If you wish to amend it or if you have any other questions, please click here.

Some countries do not feature in the list of delivery countries for various reasons: problems to do with delivering packages in or to those countries; excessive or unpredictable customs and excise duties; these countries do not allow the import of food products.

We do not currently deliver to the United States due to restrictions relating to the export of chocolate.

We are working to broaden the number of countries we can deliver to in order to serve as many customers as possible, and hope to be able to include yours in the near future.

If you wish to make a change to your order, our team would be happy to help. Please email: customercare@marcolini.be

To track your parcel, please go to the ‘My Account‘ section. Here you will find all the necessary information, including your parcel’s tracking number and the progress of your delivery.

Miscellaneous

Unfortunately we cannot arrange visits. Our workshop is subject to strict food-hygiene and safety standards.

By sourcing ingredients directly from cocoa farmers, Maison Pierre Marcolini endeavours to nurture long-lasting supply chains and to allow our producers to earn a decent living.

If you would like to find out more about Maison Pierre Marcolini’s values, information is available in the ‘Our Values’ section

Our technical support team is on hand to help. Please email: customercare@marcolini.be

Our products

We advise you to keep our chocolates in a cool place between 14 and 18°C. They can also be kept in the bottom of the fridge, but be sure to leave them in their original packaging.

Macarons must be kept in the bottom of the fridge, making sure to leave them in their original packaging.

Each product is clearly labelled with a use-by date.

It can vary between 1 and 9 months depending on whether they take the form of ganaches (mixture of chocolate and cream), pralines (mixture of chocolate and dried fruit) or chocolate tablets.
Macarons keep for 5 days after purchase.

Our pastries are made at our Brussels workshop. They are mainly distributed across our Belgian network in order to ensure their freshness.

If you would like to find out more, please contact our ‘La Manufacture‘ store located in the Sablon area of Brussels.

For transport and quality control reasons, we are not able to deliver our pastries.”

All our products (chocolate, macarons, pastries and sweets) are made in our Brussels workshops. With the bean as our starting point, we create our own chocolate, masterfully handling each stage of the process.

Deciding which cocoa producers to work with is an extremely important process for us. Each one is carefully selected by Pierre Marcolini himself, and strong, trusting relationships are built up over many years.

Currently, our cocoa beans are sourced from the following countries: Ecuador, Brazil, Peru, Venezuela, Madagascar, Ghana, Vietnam, Java, Cameroon, Cuba and Mexico.

The percentage of cocoa, along with the origin of the bean and the transformation it undergoes through each of the processes determines the taste and character of the chocolate.

Our products may contain traces of nuts, milk, soya and gluten.

Our range includes dark chocolate tablet made with maltitol (a gluten-free sweetener made from cereals).

Only our marshmallows contain gelatine (fish gelatine).

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