Frequently asked questions - FAQ

Questions about online Orders

What happens once my order has been confirmed?

Once you have placed an order on the site, you will be sent an email confirmation (summarising your order), followed by a receipt (as payment confirmation for card payments), and finally an email containing an order tracking number once the order has been dispatched (so you can follow the progress of your delivery).

What do the different order statuses mean?

My order status is “pending”:
If you have chosen to pay by bank transfer, this status is normal and will not change until the payment has been made and the funds are received in our account.

My order status is “cancelled”:

You have chosen not to complete your order and it has been cancelled.
If you have chosen to pay with a credit or debit card, this status implies that something has gone wrong and shows that the online payment was not successful (the payment request was rejected, the bank details were not supplied in sufficient time on the payment page, etc.). Please do not hesitate to get in touch so that we can take appropriate action.

My order status is “closed”:

You have requested that your order be cancelled.

My order status is “being processed”:

The order has been confirmed and will be dealt with soon by the order preparation team.

My order status is “being prepared”:

The order is currently being prepared by our team.

My order status is “ready for dispatch”:

Your order has been prepared and will be dispatched during the day by Colissimo or Chronopost.

My order status is “completed”:

Your order has been dispatched. You will have been sent a dispatch confirmation email so that you can track your package.

Can I track the status of my order?

You can see the status of your order in your customer account area. Log in to your account to track the status of your active orders.

I received a message from Fia-net, what is Fia-net?

I received a message from Fia-net, can I trust it?

Questions about payment

How do I get a copy of my invoice?

You can download and consult your invoice in your personal area on the website.

I would like to pay by bank transfer, where can I find the Maison du Whisky’s bank details (‘RIB’)?

Please contact our customer service team for the Maison du Whisky’s bank account details.
Remember! You must include the order reference number that corresponds to your payment so that we can process it as fast as possible.

How long will it take for me to receive a refund?

Refunds are processed as soon as possible, generally within 8 days and within no more than 30 days (the maximum legal delay).

Questions about delivery

Which countries does deliver to? delivers to the following countries:
Andorra, Austria, Belgium, Switzerland, Germany, Denmark, Spain, Finland, France, United Kingdom, French Guiana, Guadeloupe, Greece, Ireland, Italy, Japan, Luxembourg, Madagascar, Monaco, Martinique, New Caledonia, Mayotte, Sainte Pierre and Miquelon, Netherlands, Norway, French Polynesia, Portugal and Sweden.

How much do you charge for deliveries to countries abroad?

You can calculate your delivery costs before validating the order by entering the order details at the checkout page in your account. For deliveries abroad, the cost is calculated according to the weight of the package, the destination and your preferred delivery method.

Is it faster to choose delivery by Chronopost?

Chronopost delivery is faster but the time it takes to prepare the package will be the same for both Chronopost and Colissimo. Chronopost deliveries will not be processed ahead of other deliveries.
See Conditions for dispatch and delivery.

What can I do to ensure my package is delivered as fast as possible?

In order to avoid any delays in the delivery of your package, Colissimo and Chronopost give you the option of providing your telephone number. It is therefore worth providing your telephone number when you place your order. This is simply to help the person delivering your package. In no event will your number be used for commercial purposes.

What should I do if my goods are damaged?

If your goods are damaged, even partially, report the damage to your local post office or send us photos of the damage in order to request a refund. Be aware that Colissimo couriers are not obliged to check the condition of the package when it is delivered.

If your goods are damaged, even partially, please refuse the entire package: this will ensure a speedy re-delivery of the goods and will simplify the paperwork involved. Be aware that Chronopost couriers must verify that the package has arrived with you in perfect condition, if they refuse to do this, please do not sign for the parcel.

How do I contact Colissimo or Chronopost?

I would like my parcel to be delivered to a French military camp, how do I fill in the delivery address?

Fill in your section/regiment id in the “street” field, enter “ARMEES” in the “town” field, “00XXX” as the postcode, and France as the country (it doesn’t matter if you are not based in France).
FOR EXAMPLE: Rue: SP 55 007 / Town: ARMEES / Postcode: 00790.

Questions about Customer Accounts

Why should I create a customer account?

Creating a customer account is completely free of charge. We offer this service so that you can make the most of the services on the site:

  • Order faster
  • Track the progress of your orders
  • View your previous orders
  • Change your account details
  • Change your password
  • Save several addresses (so you can send presents to your friends and family!)


Will I receive a confirmation message when I create my account?

Once your account has been set up, you will receive an email with your login information.
Keep this information safe for the next time you log in.
You will then receive an email verification request to confirm that your email address has been entered correctly and that you are the owner of the account. It is important that you confirm your email address by clicking on the link provided (the link will only work once). Your account will then be activated and you will be able to log in when you please.
If you haven’t received email confirmation, check that it hasn’t gone to your spam folder. If you make a mistake when entering your email address, please contact us by phone.

How do I change my personal information?

You can change your personal information by logging into your personal space.

Other questions

How do I become a member of the Maison du Whisky tasting club?

All the necessary information about the Maison du Whisky Tasting club can be found on the website:
Go to the Maison du Whisky Tasting Club:

Is it possible to have my goods gift-wrapped or to include a message?

These services are not currently available on the site.

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