Welcome to our Frequently Asked Questions page dedicated to our Montélimar Nougat online store. We are delighted to answer your questions and provide you with all the information you need to fully enjoy our delicious nougats.
HOW THE SITE WORKS:
Why do I need to create a customer account?
By creating a customer account, you benefit from access to your order history, which allows you to quickly find your order summaries, your invoices and the tracking of your deliveries.
How do I create my customer account?
To create your customer account, simply enter your password when you place your order. You can also click on "My Account" in the bar at the top of the home page, then "No account? Create one".
How do I delete my customer account?
If you wish to delete your customer account, please contact us to make the request.
I'm having problems browsing the site. Can you help me?
Please don't hesitate to contact us if you have any problems browsing the site or placing an order. We'll be delighted to help!
How can I contact your customer service department?
There are several ways to contact us. You can send us an e-mail to the following address: contact@maisonvalroubion.com. You can also call us at: 04.75.01.23.75 during our opening hours. Finally, you can contact us using the contact form available on our website. Whichever method you choose, we will do our best to answer your questions and resolve your problems as quickly as possible.
What are the opening hours of Customer Services?
Our customer service is available from Tuesday to Saturday, from 10am to 12pm and from 2pm to 7pm. During these hours, our team is ready to help you and answer all your queries.
What should I do if I'm not satisfied with my order?
We strive to offer you the highest quality products and exceptional customer service. If, however, you are not satisfied with your order for any reason, please contact us immediately. We will do everything we can to resolve the problem and find a solution that works for you. Customer satisfaction is very important to us and we are ready to work with you to rectify any problems.
OUR NOUGATS:
Your nougats are magnificent, but what about the taste?
We put as much effort into aesthetics as we do into taste! The recipe for our nougats has been secretly guarded in our traditional factory for three generations! Our nougats are regularly praised by food authorities such as Gault et Millau.
What makes our nougat so special?
Our nougat is made according to a traditional recipe handed down from generation to generation in Montélimar, France. We use only the highest quality ingredients, such as whole almonds, Provençal honey and fresh egg whites, to create a soft texture and incomparable taste. Each bite is a real explosion of flavour and a unique gourmet experience.
What's the difference between soft and hard nougat?
Tender nougat, also known as soft nougat, has a soft, chewy texture. It is made by adding beaten egg white to a mixture of sugar, honey and almonds. Hard nougat, also known as brittle nougat, has a crunchy, crumbly texture. It is made by heating the mixture of sugar, honey, egg whites and almonds until it reaches a firm, brittle consistency. The main difference between hard nougat and soft nougat lies in their texture and consistency.
Where do the ingredients for your nougats come from?
Making a very good nougat is only possible by using the best ingredients. With our Master Nougat Maker, we strive to select the best producers and suppliers, prioritizing proximity to Montélimar, the Drôme Provençale, Provence, the South of France, and the Mediterranean basin. We taste all the honey (multi-flower, lavender), pistachios, almonds, and vanilla that we use in our recipes to always offer you the flavors that have made the reputation of Maison Val Roubion.
What are the ingredients of your nougats?
You can find the ingredients and nutritional values of all our nougats on the different product pages. They are made in France, in Montélimar in the Drôme, from natural ingredients, without any preservatives, additives, or colorings. Our products contain high-quality ingredients and, of course, a lot of love!
Are there any allergens in your nougats?
Depending on the recipes, our nougats may contain different allergens. The most common are eggs and nuts. We invite you to carefully check the "composition" tab on our product pages before placing an order.
What is the use by date?
There is no risk if you consume the product after the indicated date. However, the taste and texture may be slightly altered.
How should I store my nougats?
To preserve our products in the best conditions, it is recommended to store them in a cool, dry place, at a temperature between 14°C and 18°C.
Do you offer eco-friendly or recyclable packaging?
Yes, we offer eco-friendly and recyclable packaging. We understand the importance of environmental sustainability and strive to provide environmentally friendly options. We can discuss available eco-friendly packaging choices and provide solutions that meet your specific needs.
A product is out of stock, when will it be back?
You can contact us, but rest assured, we will not leave you without your favorite treats for long.
Can I find your products anywhere other than on the website?
You can find our incredible nougats and other treats in our factory store at 3 bis Avenue d'Aygu, 26200 Montélimar, FRANCE.
How do I personalize my gift box?
Visit the customizable gift box page and follow the steps one by one:
Select the size from the three choices: M / L / XL
Choose your assortment from the three options: All nougat, Hard nougat, or Nougat and chocolates.
Then select the quantity of gift boxes you need and enjoy discounts (5% for 2 boxes, 10% for 5 boxes, 15% for 10 boxes).
For larger quantities, contact us.
Finally, you can personalize the message you want.
You just have to add your box(es) to the cart.
BtoB ORDER PROCESS:
Do you offer special rates for bulk orders?
Yes, we offer special rates for bulk orders. If you are a business or a Works Council (CSE) and want to place a large order, please contact us directly to discuss your specific needs and get a personalized quote.
What is the production time for bulk orders?
The production time for bulk orders can vary depending on the requested quantity and the desired customization. We will provide you with an accurate production time estimate when requesting a quote. We strive to respond quickly and efficiently to professional customer requests.
Do you deliver internationally for bulk orders?
Yes, we offer international delivery for bulk orders. Whether you are based in France or abroad, we can arrange the shipment of your personalized products to your destination. Please contact us to discuss delivery options and associated costs.
Can I customize the packaging with my company logo?
Yes, you can customize the packaging with your company logo. We offer complete packaging customization options, allowing you to add your logo, colors, and other graphic elements to reflect your brand identity. Contact us for more information on packaging customization or check out our customization page.
Can I request a sample before placing a bulk order?
Yes, we understand the importance of seeing and feeling our products before placing a bulk order. We can provide samples so you can assess the quality and appearance of our personalized packaging. Please contact us to discuss sample availability and associated costs.
Do you accept returns or refunds for bulk orders?
Unfortunately, for hygiene and food safety reasons, we cannot accept returns or exchanges of our nougats or chocolates, except in cases of non-compliance with the order. If you encounter a problem with your order, please contact us as soon as possible so we can review the situation. We will evaluate your return or refund request on a case-by-case basis and do our best to find a satisfactory solution.
SHIPPING AND RETURNS:
What are the shipping rates?
Shipping fees include preparation and packaging costs as well as postage. You can consult the rate table on our delivery page.
What are the delivery times?
Delivery times take into account the preparation time in our workshops as well as the carrier's delivery time. Packages are usually shipped within 2 days after receipt of payment. "GLS at home" delivery takes between 2 and 5 days (excluding weekends and holidays), while Express delivery, for orders placed before 11 am, will be delivered the next day before 1 pm. They are shipped via GLS with a tracking number and delivered without a signature. Whatever delivery method you choose, we will send you a link to track your package online.
Can I have my order delivered to a pickup point?
For preservation reasons, we do not offer delivery to pickup points. Nougats are sensitive to temperature changes and we cannot guarantee storage conditions at pickup points.
Do you deliver outside the European Union?
Sorry to our Swiss, British, or American friends, unfortunately, we do not deliver outside the European Union on our website. Feel free to contact us!
I entered the wrong delivery address, can you change it?
If you entered the wrong delivery address, contact us as soon as possible so we can change it before your order is shipped.
How can I track my package?
If you have an account on our site, you can find your delivery tracking in your order history. In any case, the delivery tracking number is indicated in the shipping confirmation email. Can't find it? Have your order reference ready and go to our carrier GLS's page.
Why haven't I received my package yet?
If your order delivery has exceeded the indicated delivery times, have your order reference ready and contact us. We will do everything possible to resolve the situation.
Why does my delivery tracking indicate that my order has been delivered when I haven't received it?
If your package's delivery tracking indicates it has been delivered but you haven't received it:
- First, check the delivery address you chose in the order confirmation email.
- Look for a delivery notice in your mailbox or near your door.
- Check around: with your neighbors, your building manager...
If, despite all this, you still haven't found your package, contact our customer service with your order reference. You have up to 30 days after the indicated delivery date to contact us.
How do I make a return?
You cannot return our products. Since they are perishable items, the withdrawal period stipulated in articles L 121-20 and following of the Consumer Code does not apply.
Do you have any other questions or specific requests?
Feel free to contact us if you have any other questions or specific requests. Our team is here to help you and provide you with the information you need to make an informed decision and enjoy an exceptional nougat experience. We hope you enjoy every delicious bite of our artisanal nougat.
