Foire aux questions

Frequently asked questions

See answers to the most frequently asked questions. If you can't find the answer you're looking for, our team will be happy to help.

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1. Add products to basket: Select the products you wish to purchase and add them to your basket.

2. Access your basket:

  • Click on the basket icon at the top right of the page.
  • If you have completed your selection, press “Continue”.

3. Finalize your order:

  • Log in to your account or create a new one if necessary (you can also order as a guest).
  • Fill in your personal details.
  • Choose your delivery method and proceed to checkout.
  • Confirm your order.

You will receive an email confirmation once your order has been validated.

If a product in your order is out of stock, our after-sales service (SAV) will contact you directly by email or telephone to offer you the following options:

  • Delay shipment of your order until the product is back in stock.
  • Refund the product: You can request a refund for the out-of-stock product.

It's very simple: just enter your e-mail address in the item file to be alerted when an item is back in stock.

To cancel or modify your order, please ensure that it has not yet been notified as “dispatched”. If your order is still in “payment accepted” or “in preparation” status, please contact our customer service department (SAV) via our contact form or directly at the following e-mail address: boutique@scrapcooking.fr.

Our team will take care of your request.

Be sure to contact us promptly to ensure that changes can be taken into account before your order is prepared and dispatched.

When you place an order on our site, you will systematically receive a confirmation and payment email.

If you do not receive these 2 emails, please contact us via our contact form or directly at the following email address: boutique@scrapcooking.fr to check that your order has been processed.

During busy periods, such as the festive season or after our annual stocktaking (which lasts about a week and a half, at the beginning of April each year), it may take longer to prepare, ship and deliver your package. 

In addition, delays may occur on the part of delivery services, over which we have no control.

You can track the progress and details of your order in the “orders” section of your account on our website. You can also track your parcel using the tracking number provided by the delivery platform.

For products that arrive damaged, broken or with a quality problem: we will cover the cost of returning the product.

However, if you wish to return one or more products for another reason, you will be responsible for the return shipping costs.

Simply send us 1 message via the contact form or our e-mail address at boutique@scrapcooking.fr.

Don't hesitate to include photos of the damage(s), as these will be requested by the after-sales service to validate the claim.

For products out of stock before dispatch: refunds are usually made the same day.

For a product returned after receipt: we wait for the product to be returned to our premises and, after checking the product's conformity, we refund it.

Refunds are made via the original payment platform: Stripe, Paypal... Generally, your account will be credited within 2 to 3 working days.

If you return your entire order, then YES, you will be refunded the original delivery charge.

If you are returning only one item out of your entire order, then NO, we will not refund the initial delivery charges (but only the item(s) returned).

The rules concerning product return policy are the same for international customers as for French customers.

There is no minimum purchase required. However, for orders under €49, delivery charges will apply.

We only accept payment by credit card, VISA, MASTERCARD, American Express and Paypal.

We do not accept payment by cheque or money order.

    All your payments are 100% secured by the STRIPE or PAYPAL platform, in compliance with French and international interbank security standards.

    Each transaction is secured by advanced encryption technology.

    No banking information is transmitted to La Boutique ScrapCooking®. Only STRIPE or PAYPAL secure services process your payments. 

    If your payment is refused, there may be a problem with your bank card. 

    If the problem persists after retrying, we advise you to contact your bank directly for assistance.

    No, you cannot pay after delivery, our platform does not offer this solution. Payment is cash before shipment.

    Metropolitan France:

    • Delivery by DPD to Pickup relays, fixed price: €4.90
    • DPD home delivery with hand delivery, fixed price: €5.90
    • Colissimo home delivery, fixed price: €6.99

    Outside metropolitan France :

    • Delivery by Colissimo against signature*.
    • Delivery by Colissimo to a relay point*.

    *For orders outside metropolitan France, the price of delivery varies according to the weight of the parcel. You can find out the exact price of delivery by simulating an order online.

    Delivery by COLIS RELAIS is automatically offered for all orders in METROPOLITAN FRANCE over €49.

    To deduct the delivery charge, please check that :

    • You are having your order delivered in mainland France
    • Your basket is over €49 (after deduction of any offers)
    • You have chosen your delivery point

    If everything is ok, the amount of the charges will be deducted directly from the basket on the Delivery line and will display “free”. 

    Orders placed before 11:30 a.m. are shipped the same day. 

    Orders placed after 11:30 a.m. are dispatched the following day. 

    You then need to add the delivery time of the carriers, which is generally 1 to 4 days for France.

    • Average delivery time for DPD: 24-48H.
    • Average delivery time for Colissimo: 48H.

    Please note that delivery times may be longer during busy holiday periods.

    There may be 2 factors that prevent you from choosing this type of delivery: 

    • You don't live in Metropolitan France (DPD PickUp delivery is only available in Metropolitan France).
    • Or, there are no parcel relays close enough to your home (this is often the case in mountainous or very sparsely populated areas).

    For a Colissimo delivery: if the parcel fits in your letterbox, it's left there. If not, the letter carrier will come to you or leave a delivery notice so that you can reschedule the delivery or have it dropped off at a post office. The letter carrier can also leave the parcel with your janitor if you authorize him to do so.

    For DPD Predict deliveries: the parcel is hand-delivered against a signature. If you are not present, you will receive an e-mail from the carrier to schedule a new delivery date.

    During the holiday season, the delivery time may be extended by a few days due to the large number of orders.

    We apologize for any inconvenience. 

    To avoid any problems and ensure you receive your gift orders on time, we advise you to plan your purchases in advance.

    In order to track your order, you will receive a shipment confirmation email containing your tracking number, as well as an email from the carrier with a tracking link. 

    If you do not receive these emails, please contact us via our contact form or directly at the following email address: boutique@scrapcooking.fr so that we can provide you with the necessary information.

    For ecological reasons, we no longer include invoices in our parcels.

    To obtain the invoice for your order, please contact us via our contact form or directly at the following e-mail address: boutique@scrapcooking.fr. 

    We will send you the invoice by email.

    Simply go to “My account” on the home page, click on “I'm a new customer”, then click on “Create an account” and enter your personal details.

    To modify your personal information, go to your customer area, select “Information”, and change the data you wish. 

    Don't forget to save your changes.

    To delete your customer account, please contact us via our contact form or directly by e-mail at: boutique@scrapcooking.fr and we will proceed with the deletion of your account.

    To retrieve your password, go to your customer area and click on “Forgot your password?  And enter the email address with which you registered.

     A reset email will be sent to you with a link. Follow the instructions in the email to reset your password. 

    If the password doesn't work, check that you've used the correct email address. You will be notified of any errors at the “Forgot your password?” stage.

    We carry a wide range of bakery items, including cake molds, cookie cutters, decorating utensils, specialty ingredients, electrical equipment (such as mixers and machines for doughnuts, churros, cotton candy), and much more.

    Simply click on the heart in the product image. The item will be added to your list.

    Items saved in the “Favorites” tab remain permanently available. If you wish to remove them, you will have to delete them yourself.

    If a product you have saved in your favourites is out of stock, it will remain visible but you will have to wait for it to be restocked before you can order it.

    Please note that you can enter your e-mail address in the out-of-stock product file to be alerted when it is back in stock.

    To contact Customer Service, scroll down to the bottom of the home page and click on “Contact”. Fill in the contact form, making sure to fill in the subject field so that your request is directed to the appropriate department. You can also contact us directly at boutique@scrapcooking.fr. 

    On our blog, we have many recipes related to the products we sell. You'll find recipes for logs, cookies, cakes, tarts and much more. 

    We also offer baking techniques and video tutorials to illustrate how to use some of our products.

    To find out about the ingredients and materials used in our products, please consult the “Details” section of the product sheets. 

    You'll find a complete list of ingredients, allergens, nutritional values and the materials used.

    Since 2024, our Fondettes plant (37) has been equipped with a production line dedicated to the production and packaging of our sugar pastes. This makes us the 1st “made in France” producer of sugar pastes. 

    Our colorants are also packaged on our premises in Fondettes (37) or in ESAT (établissement et service d'aide par le travail). 

    Our products come with a 2-year legal warranty (legal warranty of conformity and against hidden defects). 

    As a buyer, you have 2 years to take action and request replacement or reimbursement of a product under warranty and purchased on our online site (proof of purchase required).

    Generally speaking, all you need to do is clean the products with soap and water before using them for the first time and after each use. 

    Some of our products are also dishwasher-safe (if so, this is indicated on the product pack).

    We have many ScrapCooking retailers in France and abroad. 

    We invite you to consult our dealer map to find out which dealers are closest to you.

    We work Monday to Friday, 9am to 1pm and 2pm to 5pm.

    We are not open on public holidays, nor on certain major bridges (but this is notified online when this is the case).

    You can register your e-mail address at the bottom of the website page, in the form provided. 

    You will then be informed of all our offers and baking tips via our newsletter (sent by MailChimp, a professional newsletter publisher). 

    To use a coupon code, add your code in the “Enter a coupon code” section that will appear during the shopping cart step. Click on “Apply” and the discount will be deducted.

    Your gift voucher works like a promotional code. When you receive your card, a code is written on the voucher, usable only by you (and valid for 1 year). 

    To use it, simply add the products to your basket, enter the code in the “Enter promo code” section and click “Apply”. The amount of the gift voucher will be deducted.

    If your coupon code doesn't work, make sure you've spelled it correctly and validated it by clicking “Apply”. 

    If the discount is still not displayed :

    • Either the validity date has passed.
    • Or the promotional code cannot be combined with other codes.

    Please do not hesitate to contact us if you have any questions or doubts.

    Didn't use all your gift voucher? Don't worry, it's not lost. If you don't use the full amount, you'll receive a new code by e-mail with the remaining balance for use on a future order.

    Please note that gift vouchers have a limited validity period of one year from the date of issue. 

    If you exceed this date, it becomes unusable. 

    In exceptional cases, we can increase the validity period to allow you to use it.

    When you make your purchase, you'll be taken to a page where you can personalize your gift certificate. You'll need to enter your name, the name of the person you're giving the card to, and a personalized message in the dedicated section.

    There are no delivery charges for gift vouchers, as they are sent ONLY in PDF format by email and not in physical format. If you don't order any other products, simply enter a code to receive free shipping.

    YES, if the gift voucher has not yet been issued or used by the recipient.

    NO, if the gift voucher has already been used by the recipient and if you have exceeded the legal cooling-off period of 14 calendar days.

    Frequently asked questions :

    Delivery by COLIS RELAIS is automatically offered for all orders in METROPOLITAN FRANCE over €49

    To deduct the delivery charge, please check that :

    • You are having your order delivered in mainland France
    • Your basket is over €49 (after deduction of any offers)
    • You have chosen your delivery point

    If everything is ok, the amount of the charges will be deducted directly from the basket on the Delivery line and will display “free”. 

    For products that arrive damaged, broken or with a quality problem: we will cover the cost of returning the product.

    However, if you wish to return one or more products for another reason, you will be responsible for the return shipping costs.

    Simply send us 1 message via the contact form or our e-mail address at boutique@scrapcooking.fr.

    Don't hesitate to include photos of the damage(s), as these will be requested by the after-sales service to validate the claim.

    To find out about the ingredients and materials used in our products, please consult the “Details” section of the product sheets. 

    You'll find a complete list of ingredients, allergens, nutritional values and the materials used.

    To cancel or modify your order, please ensure that it has not yet been notified as “dispatched”. If your order is still in “payment accepted” or “in preparation” status, please contact our customer service department (SAV) via our contact form or directly at the following e-mail address: boutique@scrapcooking.fr.

    Our team will take care of your request.

    Be sure to contact us promptly to ensure that changes can be taken into account before your order is prepared and dispatched.

    For products out of stock before dispatch: refunds are usually made the same day.

    For a product returned after receipt: we wait for the product to be returned to our premises and, after checking the product's conformity, we refund it.

    Refunds are made via our secure STRIPE platform. Generally, your account will be credited within 2 to 3 working days.

    If you have any further questions, please do not hesitate to contact us using this form: