FAQ

Products

• How long are the Use-by-Dates of your products?
  All of our products will have a minimum Use-by-Date of at least six months.
• How to best store your products?
  If unopened, our products should be kept away from direct sunlight and stored in a cool, dry place. Once opened, store them in a fridge and consume within two weeks of opening. Our products should be kept in their original packaging with the lid properly closed. Avoid extreme variations in temperature and always use clean cutlery when serving.
• Do your products contain allergens?
  Some of our products do contain ingredients considered as allergens. In such cases, they are clearly indicated in the product’s list of ingredients (ingredients written in bold, on the label of the product itself and in our e-shop).
• Do your products contain preservatives or gluten?
  All our products are preservative and gluten free.
• Do your products contain pasteurised eggs?
  Yes, our products contain pasteurised eggs which means that pregnant women can safely consume them without any problem

Delivery Rates & Times

• What are your delivery charges?
  Our delivery charges depend on the destination country and the value of your order. Please see detailed shipping costs section for full information.
  Free delivery for standard orders of 50 € and above.
  For standard orders of less than 12 €, there is an additional charge of 5 €
• What is the delivery time?
  After placing your order, you will receive a confirmation email. Following receipt of payment, it generally takes one to two working days to prepare and ship your order. Once shipped, you will receive a second email confirming that your order is on its way. This email will also include a tracking number which will enable you to follow your package.
• I have not received an email confirming my order. Why not?
  Once you have successfully completed your order you will receive a confirmation email after a few minutes. If this email does not show in your inbox you should, in the first instance, double-check your Junk/Spam folder as some customers with active junk filters turned on may not always receive confirmation emails. Other possible reasons for not receiving a confirmation email from us could be that the contact email address you provided contained a typing error or that your order is simply blocked in our system. Whatever the reason may be, please contact us by using the contact form or by emailing us at shop@moutarderie.lu Please indicate your order number if possible.
• I have not received an email confirming the shipment of my order with tracking number. Why not?
  Once your order and payment have been received, it generally takes one to two working days for us to prepare and ship your order. When your order is shipped, you will receive an email with a tracking number. If this email does not show in your inbox you should, in the first instance, double-check your Junk/Spam folder as some customers with active junk filters turned on may not always receive confirmation emails. Other possible reasons for not receiving a confirmation email from us could be that the contact email address you provided us with contained a typing error or that, due to unforeseen reasons, we have not yet shipped your package. Whatever the reason may be, please contact us by using the contact form or by emailing us at shop@moutarderie.lu Please indicate your order number if possible.
• How will my package be delivered?
  We use DHL or Interoute as our shipping companies of choice. However, depending on the destination country, it could be that DHL and Interoute will work with a local shipping firm.

Complaints and Returns

• Complaints
  At “Moutarderie de Luxembourg”, we believe in each and every one of our products and have set ourselves high standards. We continually strive to make sure that the products you purchase from us not only continue to meet those very high standards but that they also meet your high expectations. If, for whatever reason, you are dissatisfied with any of our products, please send us an email at shop@moutarderie.lu and tell us why you are unhappy.
• Retours
  To exercise this right, you must inform us of your decision to cancel the order (or part thereof) clearly indicating the reason (e.g. a letter sent by post, fax or e-mail). You may use the cancellation form on our site, but this is not mandatory. You will find all detailed information regarding your Right of Withdrawal in our General Terms and Conditions of Sale.

Contact Us

Do you have any questions? Do you need some more information or would you like to share your opinion both positive or negative? Please contact us by using the contact form or by emailing us at shop@moutarderie.lu.