Frequently asked questions

DELIVERY

Which countries does fromages.com deliver to?
We deliver in France (except Corsica and Overseas Departments and Territories) and the following countries :

-European Union
- USA
-Asia : Japan, Singapore, South Korea, Hong Kong
-Australia

What are  delivery times ?
Delivery times vary from 24h to 72h depending on the country.

What are delivery costs ?
Delivery costs are indicated on the shopping cart page.

It varies according to the destination and package weight.

What happens if there is no one to accept delivery
The cheeses are packaged in an isothermal wrapping in order to keep a refrigerated environment during shipping

FEDEX offers a second delivery but it requires a 24h delay. If you don’t think you will be at home to receive the package, please, tick the box «No signature required » this way, FEDEX will leave the package at your door.

Can I change the delivery date ? 
The delivery date is chosen by you during your order. 

If you want to change your delivery date, please contact our department by email at info@fromages.com or by phone at +33 6 98 23 14 62 between 8 : 30 am to 12 : 30 pm and between14 pm to 17 : 30 pm (French time)

Si vous souhaitez modifier votre date de livraison, veuillez contacter nos services par mail à info@fromages.com ou par téléphone au +33 6 98 23 14 62 de 8h30 à 12h30 et de 14h à 17h30 (heure française).

Can I change my delivery address ?
If you want to change your delivery address : contact our customer relations department by phone at +33 6 98 23 14 62 or by e-mail at info@fromages.com at least 48h before the dispatch date. 

Do you offer deliveries during summer ?
Deliveries continue during summer in France (except one week in August – usually week around august 15th when the company is closed )

For other destinations, the dispatch period can be reduced due to high temperature .

PRODUCTS

Where do the cheeses come from ?
A majority of our cheeses come from the Rungis international market. We have selected a few producers with whom we work directly. 

How are the cheeses wrapped ?
Our cheeses are wrapped in a food grade paper and vacuum packed 

Will my cheeses remain fresh until  they are delivered? 

The cheeses are dispatched in an isothermal wrapping in order to maintain a cold environment during the transportation. 

Ice packs are included to maintain a cold temperature.
In France, our cheeses are transported by Chronofresh (refrigerated transport) from our cheese cellar to your home.

SERVICES

How do I get to my account ? 

1. Click on the tab « My account » then « sign into » at the top right-hand corner of your screen. 

2. Fill in your e-mail address and your password. Click on « connection ».

How to change my password ? 

1. Identify yourself by clicking on the section « my account », then « sign into » in the top right-hand corner of your screen.

2. Go down to the section « Change my password », then, after completing your new password, click on « Change my password ». The modification is done.

Can I order by phone ? 
We do not take orders  by phone.

Where do I find my orders ? 
After   complete your order, we will send you the recap of your purchase by email. You can also find it on the website in the Costumer Service page  under  « My orders »

Can I cancel or modify my order ? 
In order to do so, contact us by e-mail at info@fromages.com or by phone at : +33 6 98 23 14 62.

How much time will it take to receive my cheeses? 

FRANCE

Between 24 and 72h in Metropolitan France

UNION EUROPEENNE

Between 24 and 72h for the cities and other localities depending on zip codes. Consult us.

USA

Between 24 and 72h. Except for Alaska : depending on zip codes. Consult us 

ASIE / AUSTRALIE

Between 48 and 72h 


An order received before 10 am (french time) will be  fulfilled and shipped on the same  day. The order will be  fulfilled and shipped the next day if received after 10 am. 

Do you deliver during weekends ? 
Deliveries on Saturday are only possible for the USA and France.

They is no extra charge for Saturday deliveries in France.
For the deliveries in the USA, an extra of 20€ will be charged if the zip code is part of the one we deliver on Saturday morning.
For a delivery on Saturday, please contact us at the following address : info@fromages.com
There are no deliveries on Sunday and Monday.

How do I track my online order?
You will receive a tracking number as soon as your order leaves our cheese cellar. 

This number allows you to track your package during its transportation via the expeditor website (France : Chronofresh (https://www.chronopost.fr/fr/suivi-colis), other destinations : Fedex (https://www. fedex.com/global/choose-location.html)).

What payment methods does fromages.com. accept?
fromages.com accepts the payment methods listed below : VISA, American Express, Mastercard and Paypal

When will I be debited ?
You will be debited immediately after your purchase. 

What happens if the value of my order is higher than my gift certificate ?
The balance must be paid either by credit card or with another gift certificate. 

What happens if the value of my order is lower than my gift certificate ?
In that case, the balance of your gift certificate will be updated so you can use it for your next order. 

Is there a expiration date on the gift certificate ?
Your can use your gift certificate  1 year from the purchase date. 

Is there a customs duty to pay when you receive cheeses ?
No customs duty are paid in the USA and in the European Union.

Customs duty could be demanded if required by the country.

Do we respect the FDA regulations in the USA ? 
We do, once you have selected your country, only allowed cheeses will be proposed to you. 

Can I create my own cheeseboard ?
Yes you can ! We have designed this shop for this purpose. There, you will find a selection of different cheeses updated seasonally.

You can order the cheeses separately , but you have to select at least 4 cheeses to place your order.
The price including transport, wrapping and handling will be given to you once you have selected at least 4 cheeses.
Our selection of cheeses is regularly renewed according to the season. Thus, do not hesitate to visit our website regularly.

RECEIPT

My cheeses arrive in poor condition. What should I do ?
Fromage.com does its best to guarantee the best experience possible. However if a package arrived damaged :

1. Send a picture of your damaged package to the following address :
info@fromages.com
2. We will get back to you as soon as possible

ADVICE

Where should I keep my cheeses once I have received them ? 
In your fridge. Remove the vacuum packing, the cheeses need to breath.

How long can I keep my cheeses if I don’t eat them right away ? 
The cheeses must always be kept in a cool place. It is recommended to wrap them in the provided special wrapping paper. NEVER leave the cheeses in a hot place.

Please find here some preservation advice :
-SOFT CHEESE : 4 to 6 days
-GOAT CHEESE : 8 to 10 days
-HARD CHEESE : over 15 days
Please reefer to the shelf life on the package.

What should I do to prepare my cheeses before eating them ?

Usually, it is better to drink a French wine coming from the same region as the cheese.

If the cheeses come from a different region of France, all the fun is seeking the wine that will match all the cheeses on the cheeseboard.

You will find our best tasting advice on the product pages on our website.

Where can I find additional help? 
If you need any more information about the customer services or if you have any particular question, please send us an e-mail at info@fromages.com or find us on our social media s sites as facebook and Instagram.