Frequently Asked Questions

Orders

• What payment methods are accepted?

  Payment on the Palomas website is made at the time of order through a wide range of payment methods including: credit cards, Visa, MasterCard, American Express, PayPal, Apple Pay, Amazon Pay.

  

• Can I add a personal message?

  Yes, you can add a personal message to the order, for example to wish someone a happy birthday. Enter it on the Basket page, and we will include it in the package.

• Can I make a gift?

  Yes, you can have the Chocolates delivered to the person of your choice at their home, office or residence.

  Invoices are never included in packages destined for France and European Union countries. For countries with customs clearance (United Kingdom, Switzerland, etc.), an invoice will be added to the outside of the package to comply with customs requirements.

Deliveries

• Where do the Chocolates ship from?

  The Chocolates are shipped directly from our Boutiques in Lyon. This guarantees the freshness of the Chocolates.

  Shipments are carefully prepared - gift boxes are secured in postal boxes using paper shavings.

• Can I have my order delivered to someone else?

  Yes, we offer delivery to whomever you wish - family, friends, business contacts. To their home, office, pickup point, or residence.

  For deliveries to businesses, hospitals, retirement homes, etc., please be sure to specify the department or room number to avoid lost packages after delivery to reception.

• Which countries do you deliver to?

  We deliver to metropolitan France all year round. In Europe, the list of countries we deliver to changes throughout the year depending on weather and transport conditions.

  We currently deliver to: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Japan, Liechtenstein, Luxembourg, Netherlands, Poland, Sweden.

  These countries are temporarily suspended: Greece, Italy, Portugal, Spain.

• What about returns?

  As Chocolates are perishable food products, returns are not accepted.

  If a delivery cannot be completed (refusal, absence) or if an order is not collected from a pickup point within one week, the package is returned to us and we cannot put the products back on sale. The products will therefore not be refunded. They can be reshipped to you for a flat fee (France: €15, Europe: €25), with no guarantee as to the quality of the products.

• What transport methods?

  We most often offer delivery by Chronopost. Home delivery and Pickup Points. And in summer by Chronofresh, a home delivery service with guaranteed temperature.

  Available carriers may differ in certain countries and/or at certain times of the year. In France in August, for example, only Chronofresh deliveries (guaranteed temperature) are offered.

  Below are the carriers currently offered for delivery to: France.

  • Change Country

Carriers

Here are the carriers currently offered for delivery to: France.

• Chronopost Home France

  

  Within 3 business days.

  9.90€. Free shipping on orders over 110.00€.

• Chronopost Pickup Point France

  

  Within 3 business days.

  6.90€. Free shipping on orders over 80.00€.

• Boutique pick-up

  

  Pickup available within 24 business hours. Free

  0.00€. Free shipping on orders over 0.00€.

Our Products

• How should they be stored?

  Our products should be stored at a temperature below 20°C, away from sunlight and humidity.

  All our products carry a best-before date indicated on the packaging. It is strongly recommended to consume them before this date.

• Are there allergens?

  Our products are made in a workshop where nuts, flour and dairy products are processed.

  Below you will find our selections of chocolates and treats according to your dietary preferences.

  • Food Intolerances

• What ingredients?

  We select the finest raw materials.

  We buy our raw materials from local producers whenever possible: dairy products from Bresse, fruits from the Lyonnais mountains, almonds from Drôme-Provençale, hazelnuts from Piedmont, organic citrus from Menton, pistachios from Sicily….

  We buy our cocoas from suppliers who respect producers, guaranteeing a fair and equitable purchase price.

Miscellaneous Questions

• What is your cookie policy?

  Good question! We have made the most respectful choice and only use cookies strictly necessary for the proper functioning of the website, without the need for consent. No advertising or social media cookies.

  You can learn more via the link below.

  • Cookies

• How to contact Palomas?

  For any questions, you can call us during Boutique opening hours at 02 41 88 96 35.

  You can also write to us using the contact form below, and we generally respond within 24 business hours.

  • Contact us