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Frequently Asked Questions

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    Orders

    Go to the "All our products" tab, choose your recipe(s), then click on "Order". All you have to do is fill in your payment information and click on "Pay".
    Two days later, our cookies will be with you... and all you'll have to do is melt with pleasure!

    You can track the progress of your order using the tracking link received by email. If necessary, contact us via our contact form, providing your first name, last name, and order number, and we will keep you informed promptly!

    If your order has not yet been prepared, we can modify or cancel it. Contact us quickly with your first name, last name, and order number via our contact form. La Fabrique customer service will respond to your request as soon as possible.

    Check your inbox and your spam folder. If you don't find anything, contact us via our contact form, with your first and last name, and we'll resend it all in a flash!

    Unfortunately, once an order has been confirmed, it's no longer possible to add products to it. You will need to place a new order (don't worry, delivery will be just as fast).

    Delivery

    Delivery times are specified when you place your order. You will receive a tracking link as soon as the package is shipped. You can generally expect to receive your cookies within 48 to 72 hours.

    If you miss your delivery, the carrier will leave you a delivery notice or drop off your package at a relay point. You can track all information via your tracking link.

    Check with your neighbors or your building manager. If you still can't find anything, contact us via our contact form so that we can open an investigation with our carrier.

    This is not possible for the moment, but we offer different delivery methods (home delivery or pick-up point) for greater flexibility.

    We deliver in mainland France and Belgium. Unfortunately, we do not yet deliver worldwide or to French overseas departments and territories. We are working on this!

    At La Fabrique Cookies, we deliver from A to C for cookie reception within a maximum of 72 hours. This means that if the order is placed before noon on day A, the cookies are baked and cooked in the afternoon, then boxed on day B and handed over to our carrier for delivery on day C.

    Payment

    We accept payments by Visa, MasterCard... cards whose issuing country is among our delivery countries: France and Belgium.
    If all your information is correct but the payment fails, check with your bank about your payment options.

    1. Select "Credit card" as your payment method at the checkout stage.
    2. In the "Card number" field: enter the 16 digits on the front of your card, without spaces.
    3. Enter your card's expiry date.
    4. In the "Security code" field, enter the last 3 digits of the series printed on the back of your card.
    The security code consists of the digits used to secure payment card transactions and provide increased protection against fraudulent use.
    5. Once you have entered your banking details, click on "Pay". By doing so, you accept the General Terms and Conditions of Sale.

    This may be a credit limit or bank security issue. Try another card or contact your bank. You can also try PayPal if needed.

    Of course! You will find it in your confirmation email. If you have not received it, we can resend it to you. Simply contact us via our contact form.

    No worries, contact us via our contact form, with proof, we'll check immediately and refund you if an error is confirmed.

    Of course! Your bank details are encrypted (SSL mode) and are never known or stored by La fabrique Cookies.

    It is not possible to pay upon delivery of cookies. No order will be taken into account if payment has not been made.

    Returns & Claims

    For hygiene reasons, food products cannot be returned. Please contact us via the contact form for any complaints, and we will find a solution.

    You can contact La Fabrique Cookies customer service by sending us your complaint via our contact form. We will get back to you as soon as possible. Please include your order number, your first and last name, and the issue you encountered.

    Visit our contact form, and we will answer your questions as soon as possible.

    Products

    Unfortunately, this can happen, often due to transport conditions. Please note that we take great care to only include the highest quality cookies in your packages. Send us a message via the contact form and we will propose a suitable compensation solution. No financial compensation will be possible.

    We sincerely apologize for this inconvenience. Our orders are prepared by hand by our team, and despite all the care taken, an error can sometimes occur; to err is human.
    Please send us a photo of the package you received, along with your first name, last name, and order number, via our contact form, and we will correct this as soon as possible.

    All allergens are listed on each product page. Generally, the main source of allergens comes from the fact that our products are manufactured in a facility that uses soy, eggs, peanuts, and other tree nuts.

    Our cookies are not currently available in vegan or organic versions. However, we are constantly working on new gourmet recipes and we attach great importance to the choice of our ingredients, which we source from French producers.

    At La Fabrique Cookies, ingredient sourcing is our number one priority. Almost all of our products are French, made in Île-de-France, in our Gennevilliers laboratory.
    Here's a more detailed look at the origin of La Fabrique cookies:
    - Fresh PDO butter, from Poitou-Charente
    - The flour is made in Centre-Val-de-Loire
    - The eggs are organic, from free-range farms in the southeast
    - The salted butter caramel comes from Isigny
    - The sugar is also French
    - The chocolate is made by our Belgian neighbor with sustainably and ethically certified cocoa.

    My account

    It's very simple: click on "Login" at the top right of the La Fabrique Cookies website, then create your account in a few clicks by filling in your personal information, and finally confirm your registration.

    Your information is strictly confidential and used only for processing your requests (invoicing, delivery). It is never shared or resold. In accordance with the French Data Protection Act, you have the right to access, rectify, delete and object to the use of your personal data.

    To delete your account, please submit your request via our contact form, stating the reason for your decision. Your feedback helps us improve our services and loyalty program. If your email address is no longer valid or you have moved, please note that there is no need to delete your account: simply update this information in the "Personal Information" section.

    To place an order with La Fabrique Cookies, you have two options:
    - Create an account if you don't have one. Having an account offers several advantages: your personal information (delivery and billing addresses, email, phone number, etc.) is saved. For your future orders, you won't have to enter them again. You can manage your orders and reservations (tracking, history).
    - Order without creating an account.
    Your personal information will not be saved

    By subscribing to our Newsletter, you will receive advance notice of our exclusive offers and private sales.

    Yes, we do have a wishlist on our website! It allows you to save your favorite cookies and easily find them during your next visits.

    Shops

    No, unfortunately not yet. We are actively working on this, aware of its importance.

    Find the complete list of our stores in the "Our stores" section with addresses, opening hours, and practical information. We're waiting for you, come quickly!

    No, our online offers are not valid in-store. Promotional codes or offers from our newsletters are only valid online. To take advantage of them, feel free to sign up for our newsletter!

    Our store hours vary depending on their location. To find the hours of the store closest to you, please visit our "Our Stores" page.