FAQ

DELIVERY

1. I live in Italy. Can TOQUEdeCHEF.com deliver to me?
   Yes, TOQUEdeCHEF.com delivers to all countries within the European Union, as well as to French overseas territories and Switzerland.
2. I live in Lima, Peru. Can TOQUEdeCHEF.com deliver to me?
   No, unfortunately, TOQUEdeCHEF.com only delivers to countries within the European Union.
3. What are the shipping costs?
   Shipping costs vary depending on the weight of the package, the destination country, and the chosen carrier. More information.
4. What happens if I'm not home at the time of delivery?
   For Colissimo shipments, a delivery notice will be left in your mailbox. You can then pick up your parcel from the nearest post office.
5. Can I schedule a delivery appointment?
   No, La Poste does not offer this service.
6. Can I have my order delivered to a pick-up point?
   Yes, you can collect your package from one of the 4,300 pick-up points available in France, Belgium, Luxembourg, and Spain. These locations offer convenient hours and are a practical and cost-effective option.
7. Are delivery times guaranteed?
   – Yes, with CHRONOPOST: next-day delivery before 1 p.m. in mainland France for orders placed before 2 p.m.
   – No, for other carriers. Colissimo typically takes 2 to 5 working days, and MONDIAL RELAY 8 to 15 days. These are estimates only.
8. What should I do if my order doesn’t arrive?
   Contact us via the contact form with your order number and email address. We’ll track your parcel and respond promptly.
9. I entered the wrong delivery address. Can I change it?
   Contact us immediately:
   – If your order hasn’t been processed yet, we can update the address.
   – If already shipped, the parcel will be returned to us, and reshipping will be at your expense.
10. Can I pick up my order directly from your warehouse?
    No, but you can collect it free of charge from our PICK-UP POINT in Perpignan. 
11. The package I received doesn’t match my order. What should I do?
    Contact us by email within 7 working days after delivery. We guarantee refunds or exchanges for missing or incorrect items. Claims after this period will not be accepted.
12. What delivery options are available?
    – CHRONOPOST for urgent deliveries
    – COLISSIMO for fast home delivery
    – MONDIAL RELAY for budget-friendly pick-up point delivery
    – TOQUEdeCHEF.com PICK-UP POINT in Perpignan
13. My package arrived damaged or did not arrive at all. What should I do?
    If your package is visibly damaged, refuse delivery and notify us by email. Once we receive the returned package, we will send a replacement free of charge.

PRODUCTS

1. Are the displayed prices inclusive or exclusive of tax?
   All displayed prices include VAT.
2. Is there a TOQUEdeCHEF.com product catalog?
   No printed catalog is available. Please visit our online store: www.toquedechef.com
3. What is the DLUO?
   "DLUO" stands for Best Before Date. It is not an expiration date, but indicates the product's optimal quality. Consumption after this date is still safe, though taste or texture may slightly change.
4. How can I find out the DLUO of a product?
   All products are guaranteed to have at least 30 days of shelf life unless otherwise stated. If you want to know the DLUO of a specific product, contact us by email.

ORDERING

1. How long does it take to prepare my order?
   Orders are prepared and shipped within 48 hours (excluding weekends and holidays, and subject to stock availability).
2. How do I place an order?
   Create an account at www.toquedechef.com, then follow the steps to complete your order.
3. Can I place my order by phone?
   No, orders can only be placed online.
4. What if I change my mind about my order?
   Contact us via the contact form:
   – If not yet shipped, we will cancel your order.
   – If already shipped, you may return it at your expense within 7 working days (except food items). Returned products must be in original condition and packaging.
5. I didn’t receive an invoice with my order. How can I get one?
   All invoices are digital. You can download them from your personal account area.
6. I received a promo code. How do I use it?
   – Enter the code during checkout (step 2)
   – Log into your account first
   – The discount is applied once the code is validated
   – Only one promo code per order. Codes cannot be combined.

PAYMENT

1. Is online payment secure?
   Yes. Payment is processed through the CIC bank’s secure platform. We do not store or access your card information.
2. What payment methods are available?
   – Credit card (via CIC)
   – PayPal
   – Bank transfer
   – Check (France and overseas territories only)
3. Can I pay by administrative mandate (for public institutions)?
   Yes, administrative mandates are accepted for public institutions such as schools or local governments.
4. Can I pay on delivery?
   No, except for specific arrangements with public institutions and local governments.
5. What is 3D-SECURE payment?
   It’s an extra layer of security where your bank verifies your identity during online purchases.

Still have a question?

Feel free to contact us.