FAQ

Questions about Orders and Payments

1. How do I place an order on your site?

• Select the products you want to buy, add them to your cart, then follow the checkout process by entering your shipping and payment information.

2. What payment methods do you accept?

•We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other specific payment methods, such as bank transfers, Apple Pay, or installment payments.

3. Can I modify or cancel my order after placing it?

• You can modify or cancel your order within 24 hours of confirmation, provided it has not yet been shipped.

4. How can I use a discount code?

• Enter your discount code in the field provided during checkout, and the discount will be applied automatically to your order.

5. How can I get an invoice?

To download your invoice, follow these simple steps: 1. Go to your customer account on our store. 2. Access the “Order history and details” section. 3. Select the order in question. 4. Download your invoice directly from that page.

⚠️ Claim upon receipt

In the event of a damaged parcel, missing item, or non-conforming product, please contact us within 48 hours of receipt via our contact form or by email.

After this deadline, we cannot guarantee coverage for damage related to transport.

This does not affect your rights to the legal warranty of conformity or to withdrawal (14 days).

Questions about Delivery

5. What are the delivery times?

• Delivery times vary depending on your location and the carrier selected. In general, here are the estimated times based on the delivery method chosen:

• Pickup point: 3 to 5 business days.

• Colissimo: 24 to 48 hours.

• Chronopost: 24 hours.

• Géodis: 5 to 7 business days.

Please note that, although rare, delivery delays can sometimes occur beyond our control, due to issues within carrier networks. Should this happen, you will be notified by email.

6. Do you deliver internationally?

• Yes, we offer delivery to several countries. Shipping costs and times vary depending on the destination country.

7. How can I track my order?

•For optimal order tracking, we recommend creating a customer account so you can find all your information in one place. However, once your order has been shipped, even without an account you will receive an email with a tracking number you can use to track your parcel online.

8. What happens if I’m not home when the delivery is attempted?

If you are absent during delivery, the carrier will leave a delivery notice with instructions for collecting your parcel or scheduling a new delivery. If the parcel is returned to us due to an incorrect address, or if it is not collected within the time allowed by the carrier, additional fees may be charged for a new shipment.

8. I chose the warehouse pickup method, how does that work?

Once the order is finalized, we will contact you to arrange an appointment for you to come collect your order at our warehouse.

Pickups are by appointment only, Monday to Friday between 9am and 1:30pm. Our warehouse is located in Serris, in the 77 department.

Questions about Returns and Refunds

9. What is your return policy?

• You have 14 days from the date of receipt to return an item if it doesn’t suit you. Items must be in their original condition, unused, and in their original packaging. Please note that for safety and hygiene reasons we do not accept returns of perishable food products (such as dehydrated fruit or candied cherries). Thank you for your understanding.

10. How can I return a product?

not used and in its original, intact packaging so it can be put back into the sales circuit. Once the return is received and inspected, we will process your refund.

11. When will I receive my refund?

• Refunds are generally processed within 5 to 10 business days after your return is received and inspected.

12. Can I exchange an item?

• Yes, exchanges are possible for items of equivalent value. Contact our customer service to arrange an exchange. Return shipping costs are the customer’s responsibility.

General Questions

 How do I create an account on your site?

 Click on “Create an account” at the top of our site, then follow the instructions to enter your personal information and create your account.

 Can I place an order without creating an account?

Yes, it is possible to place an order as a guest. However, creating an account makes it easier to track your orders and save your information for future purchases.

 How do I contact your customer service?

You can contact us by email at contact@cocktailbarware.co.uk , by phone at 07.81.35.50.84, or via our contact form available on the site.

 Do you offer gift cards? 

Yes, we offer gift cards that you can buy online and send by email to the person of your choice.

 Do you offer promotions or special discounts?

Yes, sign up for our newsletter to receive information about our exclusive promotions and discounts.

What is the deadline for reporting an issue with my order after receipt?

Customers must check the condition and conformity of delivered products as soon as they receive them. Any claim concerning missing, damaged, or non-conforming products must be submitted in writing (mail, email) within a maximum of 48 hours following delivery. After this deadline, products will be deemed accepted without reservation, and no claim can be taken into account.

Questions about the Loyalty Program

How does the loyalty program work?

Our loyalty program is designed to reward our regular customers. To be eligible, you must have a customer account and have made cumulative purchases totaling at least €300, regardless of how the orders are split up. You don’t need to make a single €300 purchase — several orders can add up to reach this amount.

How are loyalty coupons calculated?

As soon as the cumulative amount of your orders reaches €300, you automatically receive a 5% discount on every product purchased. This discount is credited as loyalty coupons to your customer account, under “My Rewards”. For example, if you place a €100 order, a €5 loyalty coupon will be added to your account.

How do I use my loyalty coupons?

You can use your loyalty coupons on your future orders:

• You can use your loyalty balance to cover the entire amount of your order if the balance is sufficient. • You can also deduct part of your order amount based on the balance available in your account. Your loyalty coupon balance will be automatically applied at checkout, according to your choice. You can check your coupon balance at any time under “My Rewards” in your customer account.

How long are my loyalty coupons valid?

Loyalty coupons have a limited validity period. Be sure to use them before they expire, which you can see under “My Rewards” in your customer account.