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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.
We are currently conducting a complete inventory of our stock from April 1ˢᵗ to April 8ᵗʰ, 2024. Shipments will resume as normal from April 9ᵗʰ. We thank you for your patience and understanding.
Absolutely! Our site is still open for orders. Please note, however, that your order will not be dispatched until April 9ᵗʰ, 2024.
No, as a token of thanks for your patience, all shipping is free in mainland France for orders placed between April 1ˢᵗ and April 8ᵗʰ, 2024. This offer does not apply to business accounts.
You will receive a confirmation email immediately after placing your order. Please check your inbox (and spam folder, just in case) for this confirmation.
Orders placed during our inventory period may experience a slight delay in delivery due to accumulated volume. We are committed to shipping all orders as soon as possible after the inventory period.
For order changes or cancellations, please contact our customer service department as soon as possible at boutique@scrapcooking.fr. We will do our best to accommodate your request before shipments resume on April 9ᵗʰ.
1. Add products to shopping cart : Select the products you wish to purchase and add them to your shopping cart.
2. Access your shopping cart :
- Click on the shopping cart 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 a confirmation email once your order has been verified.
If a product in your order is out of stock, our customer service department 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 email 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 marked 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 website, you will automatically receive a confirmation email and a payment receipt for your purchase.
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 high seasons, 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.
You may only return items that are unopened, unused, and in their original packaging, in the same condition as when you received them. Items that have been opened or used cannot be returned under the right of withdrawal.
You have 14 days from the recepetion of your order to request a return (right of withdrawal). Any request made after this period will only be accepted with the prior approval of our customer service department.
Return shipping costs are covered by ScrapCooking® in the following cases:
- Damage occurring during transport,
- A quality defect,
- A preparation or packing error,
- Or a return made under the 14-day right of withdrawal.
For all other cases (late return, other reason subject to approval), return shipping costs are the responsibility of the customer.
If you placed your order using a customer account :
- Log in to your account on our website.
- Go to “Order History”.
- Select the order in question.
- Choose the item(s) you wish to return.
- Indicate the reason for the return, then submit your request.
Our team will review your request and inform you of the next steps (return label + instructions, if applicable).
If you placed your order without creating an account:
Please contact us directly:
- Via our contact form, or
- By email at boutique@scrapcooking.fr
Please include:
- Your order number,
- The item(s) concerned,
- The reason for the return (defect, damage, wrong item, withdrawal, etc.).
Once your request is approved, we will send you a return label (if applicable) and instructions on how to return your parcel.
We invite you to check your order as soon as you receive it. If an item is defective, damaged, or if you have received the wrong product, please contact us as soon as possible (ideally with photos) so that we can analyze the situation and offer you a solution (replacement, credit, or refund, depending on the case).
No. ⚠️
Returns sent without prior approval cannot be processed or refunded. It is therefore essential to contact us before sending anything back and to wait for the validation of your request.
Once your returned parcel has been received and inspected, we will inform you whether your refund has been approved or denied.
If approved : the refund will be issued to your original method of payment within approximately 10 business days.
The time it takes for the refund to appear on your account may vary depending on your bank or credit card provider.
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 ScrapCooking®. Only STRIPE or PAYPAL secure services process your payments.
If your payment is declined, there may be a problem with your bank account or your designated credit 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. We operate on a prepayment basis, therefore your order must be paid in full before it can be shipped.
Metropolitan France:
- Delivery by DPD to Pickup relays, fixed price: €4.90
- DPD home delivery with hand delivery, fixed price: €5.90
- Delivery by Colissimo to Pickup relays, fixed price: €4.90
- 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 Mainland France, the price of delivery varies according to the parcel weight. You can find out the exact price of delivery by simulating an order online.
Delivery by COLIS RELAIS is automatically free for all orders in MAINLAND 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”.
To the order preparation time, which is around 24-48 hours (excluding weekends and french public holidays), you must then 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 high seasons.
There may be 2 factors that prevent you from choosing this type of delivery:
- You don't live in Mainland France (DPD PickUp delivery is only available in Mainland 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 peak seasons, 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 your gift orders to arrive 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 courrier 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 paper 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.
The Colissimo Ecological Score is an indicator that helps consumers to choose a more responsible delivery method. It assesses the environmental impact of deliveries, based on four criteria : greenhouse gas emissions, air quality, packaging recyclability and resource consumption.
Integrated into Colissimo's CSR approach, this score enables e-merchants to raise awareness among their customers of more environmentally friendly delivery choices, promoting responsible practices throughout the shipping process.
For more details, visit the Colissimo Ecological Score page.
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 required personal information.
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 in deleting 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 you don't receive the email or the password doesn't work, make sure you entered the correct email address. Any errors will be displayed at the "Forgot your password ?" stage.
We carry a wide range of baking and kitchen supplies, including cake molds, cookie cutters, cake decorating utensils, specialty ingredients, small electrical appliances such as mixers, donut makers, churros machines, cotton candy machines 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 email address in the out-of-stock product file to be notified 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 yule 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 headquarters in Fondettes (37) has been equipped with a production site dedicated to the production and packaging of our sugar pastes. This makes us the 1st “made in France” producer of sugar pastes.
Our food colorings 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, it is indicated on the product package).
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 from Monday to Friday, from 9am to 1pm and from 2pm to 5pm.
We are not open on french public holidays, nor on certain major bridges (but this is notified online when this is the case).
You can register your email 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.
