Delivery country :

The products for sale on the site are delivered to mainland France, Switzerland, the United Kingdom and to all countries of the European Union except Bulgaria and Cyprus.

Notification(s):

An information notification is sent to the customer to their electronic email address on the day of shipment to allow them to receive their package in the best conditions.
Pâtisserie Masmoudi cannot be held responsible for the non-effective receipt of notifications due to missing, incomplete, invalid or erroneous information.
An invoice is drawn up by the Company and sent to the customer on his account. Invoices are not sent with packages.

Order tracking :

The customer has the possibility of having access to the tracking of his order by accessing his account on www.patisseriemasmoudi.fr

Delivery delay :

The delivery times indicated on the site are the average times usually practiced by the carriers involved. It happens, following exceptional conditions and/or during holiday periods, that these deadlines are disrupted and exceed the average deadlines used. Delivery times are given as an indication, the customer can follow the delivery of the package on the tracking link provided to have the final delivery date.

Pâtisserie Masmoudi does everything possible to ensure that the order is delivered as quickly as possible

Switzerland :
-Orders are shipped the day after they are received (excluding Saturday, Sunday and public holidays).
-Delivery times are between 4 and 7 working days
-The name of the carrier and the link for tracking are available in the customer account after confirmation of the order and shipment of the package
-Customs clearance fees may be requested by customs in Switzerland once the package is in Switzerland. These customs fees are the responsibility of the customer and must be paid directly to customs in Switzerland.

The United Kingdom :

-Orders are shipped the day after they are received (excluding Saturday, Sunday and public holidays).
-Delivery times are between 4 and 8 working days
-The name of the carrier and the link for tracking are available in the customer account after confirmation of the order and shipment of the package
-Customs clearance fees may be requested by UK customs once the parcel is in the UK. These customs charges are the responsibility of the customer and are to be paid directly to UK customs.

Metropolitan France :

-Orders are shipped the day after they are received (excluding Saturday, Sunday and public holidays).
-Delivery times are between 4 and 7 working days.

The customer has the choice to select one of the following delivery methods:

Home delivery
Home delivery with signature
Relay point delivery
Express delivery :
The customer can choose an express delivery method 2 to 3 working days (excluding Sunday, Saturday and public holidays), which will be provided by Chronopost 18.

The European Union (excluding Bulgaria and Cyprus):

-Orders are shipped the day after they are received (excluding Saturday, Sunday and public holidays).
-Delivery times depend on the destination (country) and are between 4 and 8 working days

The customer has the choice to select one of the following delivery methods:
Home delivery: All countries
Delivery to relay point: Belgium, Luxembourg, Spain, Austria, Germany
-The name of the carrier and the link for tracking are available in the customer account after confirmation of the order and shipment of the package

Delivery may, however, be delayed for reasons beyond the control of Patisserie Masmoudi. In this case, Patisserie Masmoudi undertakes to keep the customer informed of the situation.
If the package is not received within the expected time frame from the order date, the customer must contact the Masmoudi Patisserie Customer Relations Department within 9 days from the date of confirmation of the order.
If during the delivery of the package to the recipient's address the tracking information on the account is no longer available, Pâtisserie Masmoudi files a claim against the carrier, who will undertake to provide a response within 30 days for national and international shipments.
In the event of confirmation of loss of package, the buyer will be reimbursed. During the investigation periods, no reimbursement can take place.
In the case of a package return for an incorrect or incomplete delivery address indicated by the customer when ordering, and the customer requests the cancellation of his order and the reimbursement of his payment, the amount refunded will be calculated as follows : total amount paid minus delivery costs and minus return costs, which are the same amount as delivery costs.
If the package is damaged or its contents do not conform to the order, the customer must contact the Masmoudi Patisserie Customer Relations Department within three days of receipt of the products, in order to initiate their return.

Home delivery without signature:

The package will be delivered to the mailbox at the address indicated by the customer or delivered by any other method of delivery applied by the carrier. The carrier can take the initiative of delivering it to anyone present at the address.
Failing this and in the event of impossibility of delivery to the letterbox, the carrier can deliver it to a neighbor, a caretaker or concierge who agrees to take delivery, or to a nearby relay point and a notification will be sent to this about.

The customer remains solely responsible for the theft or loss of his package after delivery and once the carrier certifies delivery to the requested address.

Home delivery with signature:

The package will be delivered to the address indicated against the signature of the customer or that of any person attached to his service, residing with him or specially mandated or by any other method of provision. This signature will be proof of delivery of the package. Refusal to sign on the medium presented is equivalent to refusal of the shipment.

Delivery to the post office in the event of the customer's absence at home:

In the event that no one is available to receive the package at the address provided by the customer, delivery will therefore not be possible for the carrier. The package can be delivered to the nearest post office or relay point and the customer will be informed by the delivery service, and a collection time will be indicated. After this period, if the customer has not collected their package, the package will be returned to Pâtisserie Masmoudi.

In principle, due to its perishable nature and its impossibility of resale, no reimbursement will be made in the event of a parcel return following the absence of collection within the indicated period.

Delivery to a relay point:

The relay point selection page appears once payment is made and the customer has 30 minutes to choose one. If no relay point is selected after 30 minutes, Masmoudi will automatically assign the first one on the list closest to the customer's main address. When the customer chooses delivery to a relay point, and after having selected the collection point that suits them, they are informed by the carrier of their arrival at the relay point as well as their collection time. In the event that the customer does not collect their package within the time indicated, it will be returned to Pâtisserie Masmoudi.

In principle, due to its perishable nature and its impossibility of resale, no reimbursement will be made in the event of a parcel return following the absence of collection within the indicated period.