Terms & Conditions

I - Products offered for sale
The products offered for sale by Patisserie-Conseil are those available online on our website within the limits of available stocks. Product availability is given on the website as an indication. The customer will be informed of the unavailability of a product when placing an order.

If Patisserie-Conseil encounters a problem in fulfilling the order and in particular in unavailability of the product after placing an order, Patisserie-Conseil undertakes to inform the customer within two working days of the order. The customer will then have the option of requesting the cancellation of the order or the exchange of the missing products.

Each product is the subject of an information sheet accessible by clicking in particular on the product photo. This sheet gives the essential product’s characteristics. Its description, weight, composition, photo, price, certification, history, tips, origin, as well as information relating to its conservation.

Products photos are provided for information only and are not contractual.

II- Ordering products
Account creation
Anyone wishing to place an order on Patisserie-Conseil’s website must be at least 18 years old on the day the order is placed. To place an order on the website, the customer must create an account. When ordering he must therefore either identify himself with his username and password or complete the account creation form.

The customer acknowledges that the combined entry of his username and password constitutes proof of his identity and binds him for any order placed through them. The customer is responsible for keeping his username and password, which he is recommended not to disclose to third parties. The client undertakes to inform Patisserie-Conseil as soon as possible of any use of his username and password which may be carried out by a third party not authorized by the client.

III - Order taking
The customer will complete the various sections of the order form with precision.

The customer is informed that he cannot avail himself of the 14-days cooling off (right of withdrawal) which does not apply to rapidly perishable foodstuffs, such as chocolate.

However a cancellation on may be taken into account insofar as the package is in preparation. From the moment the package is handed over to the carrier, no cancellation can be taken into account and the price paid will not be returned.

The customer can only place an order for a delivery address served by Patisserie-Conseil. 

The territories covered by the website are as follows:

• United-Kingdom
• Countries of the European Union
• For other countries contact Patisserie-Conseil ltd

IV - Order cost
The prices of the applicable products are displayed online on Patisserie-Conseil’s website at the time of validation of the order by the customer. They are indicated in pounds sterling (£),without taxes included, the day of the order.

The cost of delivering the products is not included in the products price, and is invoiced additionally to the customer.

The total cost including 20% value-added tax (VAT) and delivery will be clearly indicated to the customer in pounds sterling (£) before the order is confirmed.

V - Order Confirmation / payment terms
The order confirmation by Patisserie-Conseil is subject to their full payment.

In absence of the full payment, the order will not be delivered. Unpaid orders cannot be delivered.

VI - Processing and delivery time
Orders are shipped every Tuesday and Friday of the week following their online confirmation.

After delivery by our logistics department, the order is delivered in 2 or 3 working days.

These deadlines are given as an indication excluding shipping delivery problems depending on the availability of products and subject to the delivery address being precise, exact and complete.

Payment by credit card will be taken into consideration at the tie of confirmation issued by the bank of the holder of the credit card used for payment.

Once the order has been confirmed and payment made, the customer receives and order confirmation by email. This email summarizes the characteristics of the order, (Products ordered, price, delivery time etc.).

VII - Convention of proof
Unless proven the opposite, the data recorded by www.patisserie-conseil.co.uk constitute proof of all transactions made by www.patisserie-conseil.co.uk and its customers. The data recorded by payment system constitutes proof of financial transactions.

VIII - Shipping
The packages are prepared and packaged by Patisserie-Conseil in closed resistant packaging appropriate to the content and shipping requirements.
The customer is responsible for the information relating to the name and address of the recipient of the order which must be precise, exact and complete (door code, floor, telephone.) to allow delivery under normal conditions.

In case of an error in the wording of the recipient’s contact details or in the case of the recipient’s absence, Patisserie-Conseil cannot be held responsible for the inability to deliver the order. If necessary and according to the customer’s wishes a new order at the customer’s expense including delivery costs and the price of the product may be made.

Delivery
Our chocolates are all hand made at Patisserie-Conseil Boutique-Laboratory. When you place an order with us, it will be wrapped and ready to post within 48 hours. Please be aware that during the current circumstances, we are working on a reduced basis for the safety of our customers and members of staff.
We will do everything we can to ensure your chocolate arrives in plenty of time but please do allow for a longer dispatch period. We aim for all deliveries to arrive within a week of ordering, please do not hesitate to contact us if you have any queries. 

Collection
The option for collection at Patisserie-Conseil Boutique Laboratory is free and available on all orders. We endeavour to have your order prepared within 24 hours of placing it and we will notify you when it is ready to be picked up. Please ensure you have your order number and confirmation to present upon arrival.

If you are no longer able to collect your chocolate as planned you will be given the option to specify a delivery address and pay for the additional postage.
Delivery of chocolate orders. 

We send our chocolate parcels out via Royal Mail first class signed post to the postage address you specify when placing the order. The cost of postage and packaging is calculated based upon the weight of your chocolate order.

IX - Product warranty
The best before date of our chocolates is indicated on each packaging.

In order to better appreciate our chocolates, Patisserie-Conseil advises to choose the delivery date closest to your consumption date.

All products sold through the site benefit from the legal certification of conformity and the legal warranty against latent defects allowing defective products to be taken over by Patisserie-Conseil. 

X - Certification
Soil association: Organic certificate licence number DA30328

Vegan trademark: Vegan certificate 

EU / Non EU Agriculture Biologique: certification GB-ORG-05

Certified product: Patisserie-Conseil ltd

XI - Complaints
Whatever delivery method the customer selects for their order, they must check the condition of the ordered products upon delivery. In the instance that the order is delivered to an alternative recipient, the customer will also advise them to check the condition of the order.
If applicable the customer will formulate with the responsible carrier the nature and extent of the damage to the products mentioning that on the delivery slip.

As soon as the products are delivered to the customer, the risk associated with the products is transferred. The customer or the recipient then becomes responsible for any damage that the products may suffer.

In case of an apparent defect in the delivered products (break, defect, etc.) or not compliant of the product, the customer has a period of three working days to make a written complaint (e-mail, or letter) accompanied by one or more picture of the product.

The customer must return the product concerned using the Royal Mail voucher published by Patisserie-Conseil and send to the customer by email.

Patisserie-Conseil will reimburse or replace the defected product by delivering a replacement to the customer. 

In case of complaint the customer can contact Patisserie-Conseil’s marketing. Email: marketing@patisserie-conseil.co.uk.

We are thanking you for mentioning your order reference when contacting Patisserie-Conseil’s marketing.

Alternative dispute resolution for consumers (ADR)
The marketing department is at the customer’s disposal to best resolve any dispute that may arise and to find a friendly solution. 

The GOV.UK wants to encourage the development of ADR. Better ADR and easier access to it should also be good for all businesses committed to giving their customers the best possible service.

Complaint Record
For the referral of the complaint to be admissible. It must include that, your full address, email and telephone contact details as well as the full name and address of our company, a brief statement of the facts and proof of the preliminary steps taken. In accordance with the rules applicable to mediation, it is recalled that a consumer dispute must be entrusted in writing to Patisserie-Conseil’s marketing department.

The complaint record sheet will be sent to the client.