FAQ

Ordering

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  • Can i amend an online order?

  • Can i create a personal message?

    "You do have the option of writing a personal message to be included in your order. If you wish to do this, the option appears during the ""Delivery Choice"" section of the ordering process. Once you have entered the delivery address, you will find the option ""Personalise Your Order"" at the bottom of the page. This is where you can leave your message.

    N.B. It is only possible to enter one message per order. Unfortunately it is not currently possible to write multiple messages. If you wish to do so, you will need to place two or more separate orders."

  • Can i place orders online?

    You can order our products via our online shop at www.pierremarcolini.com

    Our collection of products can be browsed by category: Gift range, Carré2 Chocolat Tablets, Chocolates, Macarons, Pastry, Sweet Treats, Delicatessen and Books. 

    You then have the choice of "Home Delivery" (Belgium, United Kingdom, Europe). 

    Once you've made your selection and added everything to your basket, you can then confirm your order by following the steps.

    N.B. We can only deliver to a single address. Unfortunately we will not be able to deliver to multiple addresses for the same order. If you wish to do so, you will need to place two or more separate orders.

  • Do you offer home delivery?

    Your order is first sent to your bank for authorisation. As soon as your online payment is approved, we process your order and send you a confirmation email. For information on delivery locations, times and costs, please click on "Delivery"

  • How do "promotional codes" work?

    If you have received a promotional code, enter it when you are reviewing your order. At this stage, a box will appear at the bottom of the page with the words "Enter Your Promotional Code". When you have done so, click "Add".
  • Is it possible to order over the telephone?

    If you encounter any difficulties with your online order, please order over the telephone by calling +32478444497.
  • What about my personal details?

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

  • What does "collect from store" mean?

    Some of our products cannot be shipped because they are too fragile. If this is the case, the words "Exclusively available in-store" appear. You can order this product and then collect it from one of our stores. To find out more about our retail outlets, please see the "Our stores" section.

  • Which online payment methods are available?

    You can pay for your order online using a bank card: Visa, MasterCard, American Express, carte bleue.
  • Will i get confirmation?

    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.

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Home delivery

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  • Can i amend my delivery details?

  • Can i track my order?

    To track your package, please go to the "My Account" section. Here you will find all the information necessary, including your package's tracking number and the progress of your delivery.
  • Do you deliver to the United States?

    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.

  • How will my order be shipped and conserved?

    Delivery times are estimated to be between 48 and 72 hours for the whole of Europe. We use specially designed conditioned units to guarantee that the temperature remains 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.
  • What are your delivery locations, times and costs?

    "Maison Pierre Marcolini delivers everywhere in Belgium and to most European countries.

    Click here to see a table containing delivery costs by country.

    Deliveries are estimated to take between 48 and 72 hours for anywhere in Europe. "

  • What are your delivery times?

    Delivery times are estimated to be between 48 and 72 hours for the whole of Europe. For a table of delivery costs and a list of delivery countries, please click on the ""Delivery"" section

    For an order placed on Monday – estimated delivery is for Thursday or Friday

    For an order placed on Tuesday – estimated delivery is for Thursday or Friday

    For an order placed on Wednesday – estimated delivery is for Friday or Monday

    For an order placed on Thursday – estimated delivery is for Monday or Tuesday

    For an order placed on Friday – estimated delivery is for Tuesday or Wednesday

    For an order placed on the weekend – estimated delivery is for Wednesday

    All home delivery orders are placed through our online shop. You can indicate your preferred delivery day (from Monday to Saturday according to your location).

  • What happens if i'm not at home?

    As soon as your order is 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.
  • Why can't i find a country in the list?

    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 duty; these countries do not allow the import of food products.
  • Will there be a receipt?

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

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Miscellaneous

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Products

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  • Allergy risks

    Our products may contain traces of nuts, milk, soya and gluten.
  • Chocolate use-by date

    Each product is clearly labelled with a use-by date. It can vary between 1 and 9 months according to whether they contain ganache (mixture of chocolate and cream), praline (mixture of chocolate and dried fruit) or chocolate tablets.
  • Cocoa-producing countries selected by Maison Pierre Marcolini

    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.
  • Conservation of chocolates

    We advise you to keep our chocolates in a cool space between 14 and 18°C. They can also be kept in the fridge, leaving them in their original packaging.
  • Conservation of macarons

    Macarons must be kept in the fridge, leaving them in their original packaging.
  • Macarons use-by date

    Macarons keep for 5 days after purchase.
  • Pastry

    "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 Sablon in Brussels: Place du Grand Sablon 39 – 1000 Brussels | Tel: 02 513 17 83 | Email: [email protected] | Opening times: Monday to Sunday, 10am - 7pm. For transport and quality control reasons, we are not able to deliver our pastries."

  • Percentage of cocoa

    Rather than the percentage of cocoa, it is the origin of the bean and the transformation it undergoes through each of the processes that determines the taste and character of the chocolate.
  • Source of our products

    All our products (chocolate, macarons, pastry and sweet treats) 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.
  • Sugar-free products

    Our range includes dark or milk chocolate tablets made from maltitol (a gluten-free sweetener made from cereals).
  • Use of gelatine

    Only our marshmallows contain gelatine (fish gelatine).

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