Frequently Asked Questions

 

 

Summary

Products

How do I store my Angelina hot chocolate?
How do I prepare my Angelina hot chocolate?
I can see a thin white layer on my chocolate, can I still drink it?
Are all Angelina products available on the website?
Can I eat a product after the ‘use-by’ date marked on the packaging?
How can I keep up to date with Angelina news?

Account

How do I create an account?
I’ve forgotten my password – how can I access my account
How do I change my details ?

Ordering

How do I place an order?
Can I add a gift message to my order ?
I have a promotional code – how do I use it ?
I have not received an order confirmation email. What should I do ?
Can I change my order ?

Payment

What online payment options are available ?
Is payment secure ?
When will my account be debited ?
Can I receive an invoice ?

Delivery

Where do you deliver ?
What are your delivery speeds and rates ?
How are products packed ?
Can I change my delivery address or add a new one once the order has been dispatched ?
How can I track the progress and delivery of my order ?
What should I do if my order is damaged in transit ?
What should I do if my order does not arrive ?
Can I return an item ?

 


 

Products

How do I store my Angelina hot chocolate?

To preserve all the flavour and goodness of Angelina chocolate, store it in a cool dry place. Once the chocolate has been opened, it should be kept in the fridge and consumed within 48 hours.

How do I prepare my Angelina hot chocolate?

Heat the hot chocolate in a water bath or in the microwave (<1 minute). Once the chocolate is liquid, pour out the contents of the bottle and stir. Add a drop of milk to the bottle, replace the cap and shake to make sure none of the chocolate is wasted. Enjoy!

I can see a thin white layer on my chocolate, can I still drink it?

Angelina hot chocolate has a high cocoa butter content so a thin layer can form on the surface of the product. This is a natural phenomenon known as crystallisation, which occurs when the cocoa butter rises to the surface. You can consume the chocolate if the ‘use-by’ date on the packaging has not expired.

Are all Angelina products available on the website?

Most Angelina products are sold in the online store on this website, in particular Angelina’s signature items. However, some products may not be available online. You can find them in our Angelina stores (view all the store locations at the “Addresses” tab on the website).

Can I eat a product after the ‘use-by’ date marked on the packaging ?

In accordance with regulations, products must not be consumed after the “use-by” date marked on the packaging.

How can I keep up to date with Angelina news ?

You can subscribe to our newsletter now by clicking on the button in the top left corner of the website. You can also follow all the news from Maison Angelina on this website, or on the Angelina Paris Facebook page and Instagram account.

Account

How do I create an account?

If you do not already have an account, fill in the account creation form by clicking on “My Account” at the top of the page. You can also complete the form after confirming your order summary.

I’ve forgotten my password – how can I access my account ?

Go to “My Account” , and click on “Forgotten your password?” Enter the email address used for your account. You will be sent a link to reset your password. 

How do I change my details ?

You can change your details by logging onto your account and clicking on “My Details”. Don’t forget to click “Confirm” to save your changes.

Ordering

How do I place an order?

You can order Angelina products from this website by clicking on the “Online Store” tab. The products are listed by category: Pastries, Essentials, Hot Chocolate, Chestnut Puree, Teas, Biscuits, Spreads, Chocolates, and Treats.

After choosing your products and adding them to your basket, you can confirm your order by submitting your basket. You will then need to log into your Angelina account by entering your email address and password. If you do not yet have an account, fill in the account creation form.

Enter your delivery address and billing address, then choose your delivery option. After telling us whether you would like to add a personal message to your order, you will need to accept the general terms and conditions of sale in order to advance to the secure online payment page. Once your order has been confirmed and online payment has been completed, an email containing your order number and invoice will be sent to your email address.

Can I add a gift message to my order ?

You can add a free personal message to your order. This option is available when you place an order and choose your delivery option.

I have a promotional code – how do I use it ?

You can enter it in the “Promotional Code” field on your order summary. The value of your code is automatically deducted from your order total.

I have not received an order confirmation email. What should I do ?

If you have not received an order confirmation email, it may have gone to your junk folder. You can check your junk folder, or add marketing.poleluxe@groupe-bertrand.com to your allowed contacts. If the problem persists, and you have checked that you are using the correct email address for your Angelina account, please get in touch with us via the contact form in the top right corner of the website.

Can I change my order ?

If you have not completed payment for your order, you can change it by accessing your basket.

If you have already completed payment for your order, please contact us straight away via the contact form in the top right corner of this website. We will do our utmost to fulfil your request.

Payment

What online payment options are available ?

You can pay securely for your order online by credit/debit card via our Paybox online payment service. Cash and cheque payments are not accepted. There is no payment on delivery option.

Is payment secure ?

Payments made through this website and details associated with your order are secure. Details are encrypted and protected by our Paybox online payment service.

When will my account be debited ?

Your payment is debited from your account as soon as the checkout process is complete.

Can I receive an invoice ?

Once your order is confirmed and online payment has been completed, you will automatically receive an email containing your invoice.

Delivery

Where do you deliver ?

Angelina products are delivered in mainland France (excluding Corsica).

What are your delivery speeds and rates ?

Les produits Angelina sont livrés sous 72h par notre transporteur Chronopost. Les livraisons se font du lundi au vendredi, hors jours fériés.

Value of order

Rate incl. tax

€0-110

€9.90

€110+ (excl. delivery)

Free delivery

 

How are products packed ?

Products are dispatched in a cardboard box. They are wrapped in tissue paper and bubble wrap. Polystyrene chips are also used to ensure they reach you in optimal condition.

Can I change my delivery address or add a new one once the order has been dispatched ?

For logistical reasons, it is not possible to change the delivery address once an order has been dispatched.

For the same reason, we cannot make deliveries to multiple addresses for a single order.

How can I track the progress and delivery of my order ?

Your parcel is delivered by Chronopost. Once your order has been dispatched, you will receive an email with your Chronopost number. This will allow you to track your order at www.chronopost.fr .

What should I do if my order is damaged in transit ?

If your order is damaged when you receive it, within the following 48 hours, send us photos and tell us why you are dissatisfied. We will register a complaint with Chronopost on your behalf or contact our Customer Services.

What should I do if my order does not arrive ?

If you have received an email confirming that your order has been collected by our carrier, Chronopost, but you have not received it, you can contact Chronopost Customer Services on 0 969 391 391 (standard rate call), Monday to Friday from 8am to 7pm, and on Saturdays from 8am to 12pm.

Can I return an item ?

There is no statutory cooling-off period for returning perishable food products, such as pastries. However, the period for returning Angelina’s delicatessen products (except pastries) is about 14 days following the delivery. The products have to be fully returned to us and to be in their original condition.

 

 

If you have any other questions, you can also get in touch with us via the contact form in the top right corner of the website. Our Customer Services Department will be happy to advise you and answer your queries.


 


Epicerie fine livrée sous
72h en France Métropolitaine
Paiement sécurisé
Frais de port offerts dès
110€ d'achats (épicerie fine)
Trions les emballages
www.consignesdetri.fr