Shipping policy
Macarons In The Mail
Shipping Policy
When will we ship your macaron order?
We currently dispatch macaron orders every Monday and Wednesday (excluding bank holidays) from our shop in Brighton. The delivery is done by our courier service partner DPD on a next day delivery basis.
What’s the ordering cut-off time?
The cut off for Monday shipping is Sunday 2pm.
The cut off for Wednesday shipping is Tuesday 2pm.
Delays to dispatch
In cases such as Bank Holidays or unforeseen circumstances, we may be unable to dispatch your order on the date planned. We will do our best to make customers aware of these delays (or possible delays) via our website where we can.
What methods of payment do you accept?
We accept most credit and debit cards including, Visa, MasterCard, Visa Debit.
We may take card payments over the phone when updating an existing order already placed via our website if required.
Can I order over the phone?
If you have problems placing your order via our website, we do have the facility to take orders over the phone.
To safeguard against errors when taking phone orders we will send an order confirmation by email.
If you need any assistance, please don’t hesitate to call us on 01273 777412.
Can I change my delivery address?
If you wish to make a change to the shipping/recipient address, please email us at enquiries@julienplumart.com.
We must have received your email requesting the change at least 48 hours before your order is due to be dispatched.
Unfortunately, we cannot accept requests for changes after a shipping confirmation email has been sent or after the order has been dispatched.
We cannot take responsibility if the address provided is incorrect or for any delays to delivery caused by a change of address.
Can I cancel my order?
You can cancel your order up to 48 hours before the scheduled dispatch day.
If you wish to cancel, please call us on 01273 777412 or email us at enquiries@julienplumart.com.
Once we have received your cancellation request, we will send an email to confirm receipt. If you do not receive an email confirming your cancellation, then please call us on 01273777412 during opening hours.
Unfortunately, we are unable to accept cancellation requests after a shipping confirmation email has been sent and refunds are not possible in these instances.
Do you offer a gift-wrapping service?
Currently we do not offer a gift-wrapping service.
General Shipping Policy
Why do I need to double check my shipping address?
Incorrect or incomplete delivery addresses are the most common causes of late or failed delivery.
We kindly request that customers take special care to check that address details entered are correctly, especially in cases where the payment address and the delivery address are different e.g. when items are being purchased on behalf of someone else or sent as a gift.
We cannot accept claims related to delivery issues resulting from incorrect or incomplete address or contact information.
Parcels returned to our premises due to an address error will incur additional shipping fees to be resent.
Can I track my order?
Yes, you can.
As soon as your parcel is collected from us by DPD, they will contact you with a tracking number. DPD will also give you a timeframe on the day of delivery.
The shipping confirmation email and/or text message are sent when your shipping label is generated. Parcels are only shipped on Monday and Wednesday. Your email will contain all the information to track the parcel.
Your order is estimated to arrive the next day or with a maximum of 48 hours from dispatch.
If you do not receive your delivery within 48 hours, please contact us on 01273 777412 or DPD on 0121 278 0511.
If our courier cannot locate your address, you may be asked to contact them directly to provide additional delivery information and / or directions.
If you do not provide this information when requested by them, it will be your responsibility to collect your parcel from the relevant DPD depot.
Do you deliver Scottish Islands, North Ireland, Ireland?
Unfortunately, not. Our courier is unable to deliver parcels to these areas within 48 hours at an affordable price.
Can I send items to more than one delivery address?
Unfortunately, not. We can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.
If you have any query about your delivery or need help placing an order, please get in touch with us on 01273 777412.
Will an invoice be sent with the parcel?
No, we do not send an invoice or a receipt in your parcel.
If you haven’t received a VAT receipt, then please send to us an email at enquiries@julienplumart.com to request one.
What if I'm not at home to accept my delivery?
Our parcels are sent for next day delivery.
If you are not at home to receive your parcel, DPD will try to leave it with a neighbour. If this is not possible your parcel will be returned to their nearest depot. In this case, DPD Local will contact you offering different delivery options.
More information is available at www.dpdlocal.co.uk.
We cannot be held responsible for delays after the first delivery attempt.
What happens if my delivery is delayed?
We understand how important it is for you to receive your order as quickly as possible. However, there may be times when our delivery partner is unable to deliver your package on time due to factors that are out of our control such as extreme bad weather or a broken-down vehicle. If we cannot deliver to you right away, we will be in touch via email. Replacement of your macarons will be considered if the first delivery attempt occurs after 72 hours.
Your delivery may be delayed if you do not provide valid and complete address and contact details.
What should I do if the parcel is damaged or received after 72 hours?
If your parcel is damaged or slightly opened, please take a photo, and refuse the parcel so it can be returned.
Please then call us to notify us that this has happened so we can investigate the situation with our courier.
We will ask you to send an email with the photo of the parcel explaining in detail what has happened. We will then organise replacement or voucher.
In the unlikely event that you receive the parcel after 72 hours (first delivery attempt) then please do not accept the parcel. The driver will return it to us. Please call us to discuss a resolution.
Click & Collect T&Cs
What is the cut off time to place a Click & Collect order online?
Our cut off time is 12am for next day collection.
How can I place an order for same day collection?
Please call us on 01273 777412 and we will be able to organise this for you.
How will I know when my order is ready for collection?
We will send you a text message saying your order is now ready for collection.
Can I change the time or date of collection of my order?
Yes, this is possible as long as you call us as soon as possible to notify us on 01273 777412.
Can I cancel my order and get a refund?
We are happy to cancel an order and process a refund.
Unfortunately, we cannot accept cancellation/refund requests for the following items:
“Crunchy Chocolate Cake” for 8 person or more. Personalised items such as messages on cakes.