Here you will find answers to the most common questions about ordering, delivery, our honeys and gifts; for anything else, please write to us through the contact page.
Orders and payment
How do I place an order?
Add your honeys to the basket from the shop, enter your details and delivery option, check the order summary and then pay. You will then receive a confirmation email setting out your order and our terms and conditions of sale.
Which payment methods do you accept?
You can pay by bank card, Apple Pay, Google Pay or Link, through the secure Stripe platform. Your card details never pass through our servers, and payment is taken when you confirm your order.
Can I change or cancel an order I have already placed?
Please write to us as soon as possible at [email protected] with your order number: as long as the parcel has not been dispatched, we will work out the best solution with you. Once you have received your order, you have the 14-day right of withdrawal described below.
Delivery
How much does delivery cost in France?
Delivery within mainland France costs €7 and is free for orders of €50 or more. The Complete Collection of six honeys always ships free of charge.
Do you deliver outside France?
Yes, we deliver to Belgium, Germany, Italy, Luxembourg, Portugal, Spain, Switzerland and the United Kingdom for €14, free for orders of €100 or more. As the United Kingdom and Switzerland are outside the European Union, any customs duties and local taxes are payable by the recipient.
How long does delivery take?
Your order is prepared in Aix-en-Provence and dispatched in protective packaging within 2 to 3 working days of payment, then takes an indicative 2 to 5 working days to arrive within France. If the stated delivery time is exceeded by more than 7 days, you may cancel your order by email and be refunded within 14 days.
Can I collect my order in Aix-en-Provence?
Yes, collection is possible by appointment in Aix-en-Provence. Please write to us through the contact page to arrange a convenient time.
Returns, withdrawal and guarantees
Can I withdraw from my purchase after receiving it?
Yes, you have 14 days from receipt to withdraw without giving a reason, by email or using the form in our terms and conditions of sale, and then 14 days to return the unopened jars in their original packaging, with return costs at your expense. We refund you, including standard delivery costs, within 14 days of receiving the returned goods, using the same payment method. For hygiene reasons, a jar whose seal has been broken after delivery cannot be returned under the right of withdrawal.
What should I do if a jar arrives broken or damaged?
Note your reservations with the carrier and report the problem to us within 48 hours at [email protected], with photos. The broken or leaking jar will then be replaced or, if that is not possible, refunded.
Which guarantees apply to your honeys?
All our products are covered by the legal guarantee of conformity and the legal guarantee against latent defects, set out in article 9 of our terms and conditions of sale. A non-conforming product, such as a leaking jar, a honey other than the one ordered or a honey that has deteriorated before the date shown on the jar, is replaced or refunded, and any return costs are paid by us.
How do I make a complaint?
Write to us at [email protected] with your order number and, if possible, a photo of the product: we reply within one working day for a non-conforming product, and within 7 working days at the latest for any other complaint. If the dispute is not resolved, you may refer it free of charge to a consumer mediator, whose details we will send you on request.
Our honeys
Are your honeys raw and unpasteurised?
Yes, our six honeys are raw, cold-extracted, never pasteurised or blended, and contain no added sugar. Our page on raw, unpasteurised honey explains what this means for flavour and texture.
Why has my honey crystallised?
Crystallisation is a natural process, common in raw honey that has not been heated, and it affects neither quality nor flavour. To make it runnier, stand the open jar in a barely warm water bath; our article on why honey crystallises (in French) explains the process in detail.
How should I store honey, and what does the date on the jar mean?
Keep the jar tightly closed at room temperature, away from moisture and light. The date printed on each jar, next to the batch number, is a best-before date rather than a use-by date, as explained in our article on whether honey goes off (in French).
Where do your honeys come from?
We do not produce honey ourselves: each year we select six honeys harvested in Provence by partner beekeepers, from Lavender Honey to Forest Honey made from oak and pine honeydew. Discover their terroirs and the story of the Miellerie, a family business based in Aix-en-Provence since 2011.
Are your honeys organic or PGI-certified?
No, our honeys are neither certified organic nor covered by a PGI, and we prefer to say so clearly. We choose them on other criteria: raw, cold-extracted honey from a single harvest, from partner beekeepers whose work we know, with its origin and batch number shown on every jar.
Can children eat honey?
Honey must never be given to a child under one year old, because of the risk of infant botulism. For older children, our article on choosing honey for children (in French) offers a few pointers, and your doctor remains the right person to ask about any health question.
Gifts
Can I include a message and leave out the price?
Yes, write your message in the order notes and we will copy it onto a card placed in the parcel. You can also say there if you would like the invoice to be removed from the parcel.
Can I send a gift to a different address?
Yes, when you place your order, simply enter the recipient’s address as the delivery address, separate from your billing address.
Do you offer gift boxes?
Yes, there are three gift boxes: the Lavender and Thyme Duo at €28, the Discovery Box with Lavender Honey, Thyme Honey and Garrigue Honey at €39, and the Complete Collection of six honeys at €75 with free delivery. For help choosing, see our guide to choosing a honey gift.
Professionals
Do you work with hotels and delicatessens?
Yes, we work with hotels, delicatessens and companies, on specific terms suited to each project. Describe what you need through the contact page and we will send you a quote within 48 hours.
Do you offer corporate gifts?
Yes, we prepare corporate gifts with cards in your company colours and multiple shipments to different addresses. We send you a quote within 48 hours of your request through the contact page.
Your account and your data
Do I need an account to order?
No, you can order without an account, simply by entering your details at checkout. Your confirmation email then serves as your order summary.
How is your personal data used?
We use your data only to process your order, in line with our privacy policy, and your card details are handled by Stripe without passing through our servers. You can exercise your rights of access, rectification, erasure, objection and portability by writing to [email protected].