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Frequently asked questions
Got a question? We may already have the answer!
Order
Rest assured, we never enclose invoices in our parcels!
Simply enter your recipient's delivery address and your own billing address.
You can add a gourmet message to your order by filling in the ‘comment’ box when you place your order, after choosing your delivery method. Your message will be formatted, printed on a card and enclosed with your order.
We do not offer gift wrapping. However, to embellish your gift, we offer elegant jute or cotton bags and furoshikis that you can add to your order. These options allow you to personalise your presentation while giving our gourmet delights with style and attention.
If you have an account on our site, you can find your invoice in your order history. If you don't have an account, the invoice is also attached to your order confirmation e-mail. Don't hesitate to create an account to find all your order history and invoices in your customer area.
You can cancel your order under certain conditions. You can cancel your order within 24 hours of payment, provided that the order has not already been dispatched. Once the order has been dispatched, you can no longer cancel it. So contact us as soon as possible, with your order reference!
If your order arrives damaged, take several photos of the damage and contact our customer service department here, providing the order reference. Make sure you don't throw anything away before taking your photos.
You cannot return our products. As these are perishable products, the withdrawal period set out in articles L 121-20 et seq. of the French Consumer Code does not apply.
We keep you informed at every stage of your order! You will be notified by email of the different stages of your order (confirmation, preparation, dispatch). If you are sending a gift with a delivery address different from the billing address, the emails will be sent to the email address you entered when placing your order. If you have entered your e-mail address, you will receive the delivery tracking information in your e-mail, and vice versa if you have entered the recipient's e-mail address. You will also be able to find this information in your account or on the carrier's website, along with the tracking number that will have been sent to you by email after your parcel has been dispatched.
Delivery
Once your order has been confirmed, our teams will prepare it within 24 working days (excluding special circumstances or those announced on the site). Once your order has been taken over by the carrier, it will be delivered within an average of 2 working days to France and 3 to 5 days to Europe. You will be able to track the progress of your order via a link that will be sent to you by e-mail when your order is picked up. If you haven't received the e-mail, please check that it hasn't landed in your spam folder. Please note that delivery times are given as an indication only and that there may always be unforeseen circumstances beyond our control.
We deliver anywhere in mainland France and the following countries: Belgium, Denmark, Germany, United Kingdom, Netherlands, Luxembourg, Ireland, Spain, Austria, Portugal, Italy, Switzerland.
The price of delivery is calculated according to the weight and size of your parcel and your delivery method (home delivery or point relais). Delivery is free with click and collect and free with delivery for purchases over €60.
If you have an account on our site, you can track your delivery in your order history. In all cases, if you do not have an account, the delivery tracking number is indicated in the dispatch confirmation e-mail. Can't find it? Take your order reference and contact us using this form here!
If the delivery of your order has exceeded the delivery times indicated, please have your order reference ready and contact us using the form here. We will do everything we can to resolve the situation. During the end-of-year period, our delivery times may be longer.
If the delivery tracking of your parcel indicates that it has been delivered but that you have not yet received it :
- First check the delivery address you chose in the order confirmation e-mail.
- Check that you have not requested delivery to a relay point.
- Look for a delivery notice in your letterbox or by your door.
- Check with the people around you: your neighbours, your caretaker, etc.
- Contact Colissimo using their online contact form.
- If, despite all this, you still haven't found your parcel, contact our customer service department using your order reference. You have up to 30 days after the indicated delivery date to contact our customer services here.
No, you must place one order per recipient.
My account
Your account allows you to:
- Track your orders
- Remember your favourite delicacies
All the information in your Le Comptoir de Mathilde account is only used as part of your commercial relationship with Le Comptoir de Mathilde. This information is never shared with third parties or resold.
It can be modified by you at any time by managing your account online.
It can also be completely deleted from our database on request.
To create your customer account, simply enter your password when you place your order. You can also click on ‘Login’ in the top banner on your computer or on ‘Account’ in the mobile menu.
If you wish to delete your customer account, you can do so using this form.
Click on ‘Forgot your password?’ and you will receive an e-mail asking you to change your password. Please check your spam folder if you have not received the e-mail.
Your login is the e-mail address you used to create your account.
Products
At Comptoir de Mathilde, we ensure that each product retains all its flavour and deliciousness right up to the last bite. The dates of minimum durability (DDM) vary according to our delicacies and are given as an indication on the date of manufacture. Here is the list:
- 4 months: Biscuits & cakes
- 9 months: Chocolate truffles and beggars, confectionery
- 12 months: Chocolate (excluding truffles and chocolate beggars), spreads and caramel, craft beers
- 18 months: Babas, oils and vinegars, salts, peppers, spices and Mathildettes
- 24 months: Honeys, mustards, crêpes and cannelés
- 36 months: Jams, teas, terrines, foie gras and spreads
- Alcohol > 10°: not subject to DDM
To ensure that your Comptoir de Mathilde chocolates remain as delicious as the day you bought them, we recommend that you store them in a cool, dry place, ideally between 15 and 18°C.
Comptoir de Mathilde spreads are so delicious that they rarely last long once opened! If you can resist their deliciousness, once opened the spreads can be kept at room temperature until the date indicated on the lid.
It's possible that some of the fat may come back over time, but the product is still edible - just stir well to restore its creamy texture.
At Comptoir de Mathilde, we use authentic ingredients with no artificial additives or stabilisers. Our spreads are made from hazelnut paste and vegetable fats without palm oil.
The phenomenon of phase shifting may appear on this product, resulting in the accumulation of heavy matter at the bottom of the jar and the fat rising to the surface. However, on mixing, the product regains its homogeneity and creamy texture. This phenomenon is favoured by significant variations in temperature, so we recommend keeping our products away from heat and humidity and not putting them in the refrigerator. We respect these conditions internally thanks to our warehouses, which are at a regulated temperature of no more than 18°C.
Chocolate whitening occurs when the chocolate is exposed to variations in temperature or humidity. This can cause cocoa butter to migrate to the surface or sugar crystals to form. Although the appearance may be altered, rest assured that the chocolate retains all its organoleptic properties (it may occasionally alter the texture or taste, but this is usually barely noticeable)! To avoid this aesthetic inconvenience, store your chocolates in a cool, dry place, away from temperature changes.
Pick-up in shop
Yes, you can! The Click and Collect option allows you to collect your order free of charge from the shop of your choice.
To find out if a Le Comptoir de Mathilde shop offers in-store collection, click here. No excuse not to succumb to the deliciousness of our made in France products!
Find the list of all our Le Comptoir de Mathilde shops here.
Click and collect is simple and practical so that you can enjoy our delights quickly:
1. Order online: Add your favourite products to the shopping basket on our website and select the Click & Collect delivery option when paying. Then choose the shop where you would like to collect your order and your collection time.
2. Confirmation and preparation: Once your order has been placed, our in-store team will receive it and contact you within 2 hours if certain products are not available. You will receive a confirmation e-mail with the date and time when your order will be ready for collection.
3. In-store collection: Go to the selected shop at the agreed time. Meet one of our advisers, who will have prepared your order with care. Pay for your basket on the spot and all that's left to do is enjoy!
Gift Card
You can only buy a Le Comptoir de Mathilde gift card on our website, here.
It is not necessary to activate the gift card. You can use it directly, in store* or online!
*see the list of participating boutiques
You can use your gift card in participating Le Comptoir de Mathilde boutiques. *
*see the list of participating boutiques
The gift card is valid for 365 days from the date of purchase.
You can use your gift card in several instalments.
You can check your gift card balance here.
It's perfectly possible for several people to take part in the purchase of a gift card. To do this, choose a later dispatch date. Once your payment has been finalised, you will be able to invite your friends. Each participant will then be able to contribute to the gift card until the dispatch date.
Need more information? Contact our customer service department using this form.