Home/faq

    FAQs

    What can we help with?

    Where is my order?

    You will be updated on your order's progress by e-mail.

    If you have received an e-mail informing you the order has been dispatched, you can check delivery progress on our transporter's website: If you set up an account when you placed the order you can also check its status here: https://www.mymms.co.uk/mon-compte

    When will my package be dispatched?

    The latest delivery date is indicated on the website when you place your order as well as in the order confirmation e-mail. We undertake to deliver your order by this date.

    I want to send the M&M's to my friend who lives at a different address. Will an invoice be sent with the package?

    When you place your order you can choose a delivery address that is different than the invoicing address by filling in the "Delivery address" section accordingly. Choose an address from your address book or add a new delivery address. 

    No invoice will be sent with the package.

    If I order a batch (tube, small bags, design bag or design bag) can I personalise each one individually?

    A batch is considered as one preparation and the same personalisation will be applied to all products in it.

    Can I order less than the minimum quantities indicated on the website?

    Because of production constraints, the minimum order in our small bags range is for 20 bags.

    What if there is a production mistake in my order.

    If, despite all the efforts made with your order and its dispatch, you are not entirely satisfied with the quality of our products, please contact our Customer Relations Department by telephone on ( Please make sure you have your order number to hand ):

    Private customerBusiness customer
    FranceN° Cristal :
    0 969 320 501
    N° Cristal :
    09 69 32 09 15
    Germany0180 6101 0100 21 62 500 21 99
    Italy02 575 142 1902 575 017 21
    United Kingdom0345 603 75630345 850 9815
    Flanders078 15 44 24078 15 41 11
    Wallonia078 15 11 30078 15 41 20
    Austria+49180 6101 010+49 21 62 500 21 99
    Spain900 10 36 15902 10 33 83
    Poland+48 22 2552238+48 22 2552238
    Netherlands0900 0400 6930900 1000 012
    How do I change or cancel my order, the personalisation or the delivery address?

    Once confirmed, your personalised order is immediately sent to our factory so that we can begin the transfer. This process ensures we meet the quality service and standards you expect from us. As a consequence, cancellations or changes to personalised orders cannot be accepted once you have placed your order. Completion of your order on our website amounts to a confirmation on your part that the contents and the details of your order are correct.

    Can I order now and have my order delivered at a later date?

    We undertake to deliver your order before the date indicated when you place that order. So as to respect this commitment, we cannot accept orders with a specific delivery date.

    We would remind you that our products have a "Use By" shelf life of 31 weeks. So you can store them at room temperature, away from direct sunlight, once you have taken them out of their delivery case or box.

    What can I have printed on a product? Can I print my photo on one colour and my text on another?

    You can select the following personalisation combinations: a photo and a text, two different texts or clipart plus a text. For technical reasons your messages, photos or clipart will always be printed alternately on the colours selected.

    What are the personalisation options?

    There are three types of personalisation: TEXT, PHOTO and CLIPART. You can choose a maximum of two types per product. Here are the possible combinations:

    • TEXT + TEXT; you can choose from a maximum of two lines and nine characters per TEXT
    • TEXT + PHOTO
    • TEXT + CLIPART
    • TEXT
    • PHOTO
    • CLIPART

    PLEASE NOTE: if you only use one line for your TEXT option, your message will automatically be centred during printing.

    Once made, your M&M's will show your personalisation on one side and the distinctive "m" of the brand on the other.
    Your message is printed in black and the "m" in grey.

    Please note: Message control
    Messages are automatically sent for checking to our Customer Relations department. We will not accept messages that are racist, violent, defamatory, pornographic or vulgar etc. in nature. In addition, there are restrictions as far as trademarks and other protected names are concerned. All this information is contained in full in our Terms and Conditions of Sale.

    How many colours can I choose?
    • You can choose one or two colours.
    • If you just want one colour, choose just one colour in the configurator.
    • If you would like two colours, choose two colours in the configurator
    Why was my photo rejected?

    Photos are checked before printing to ensure the highest possible quality once printing is completed. That is why your photo has been rejected.
    The exact reason for the photo being rejected is explained in the rejection e-mail you received.

    For more information, please contact the following number:

    FranceN° Cristal :
    0 969 320 501
    N° Cristal :
    09 69 32 09 15
    Germany0180 6101 0100 21 62 500 21 99
    Italy02 575 142 1902 575 017 21
    United Kingdom0345 603 75630345 850 9815
    Flanders078 15 44 24078 15 41 11
    Wallonia078 15 11 30078 15 41 20
    Austria+49180 6101 010+49 21 62 500 21 99
    Spain900 10 36 15902 10 33 83
    Poland+48 22 2552238+48 22 2552238
    Netherlands0900 0400 6930900 1000 012
    How do I change my order, the personalisation or the delivery address?

    Once confirmed, your personalised order is immediately sent to our factory so that we can begin the transfer. This process ensures we meet the quality and service standards you expect from us. As a result, cancellations or changes to personalised orders cannot be accepted once you have placed your order. Completion of your order on our website amounts to a confirmation on your part that the contents and the details of your order are correct.

    Can I place an order over the phone?

    Unfortunately, our customer service advisers are not able to take payments over the phone. However, for businesses placing orders we can take your order and then arrange for you to pay for it through a transfer note. Please contact our Customer Services Department for further information.

    What e-mails will I receive concerning my order?

    A list of the various e-mails sent at each stage. Possibility or not to make any changes.

    • Order received e-mail: you will receive the confirmation that your order has been successfully placed. Customer service advisers will check the contents of your order (message and/or photo)
    • Confirmation e-mail: this confirms your order has been validated. Customer Services have approved the contents of your order which is now cleared for production.
    • Rejection e-mail: the contents of your order (message and/or photo) have been deemed inappropriate by Customer Services.
      • If the problem is with the photo, you can change it yourself using the link provided in the e-mail. Your order will then be sent back to Customer Services for approval.
      • If the problem is with the message you can reply to the e-mail indicating the new message you wish to submit. Your order will then be sent back to Customer Services for approval
    • Dispatch e-mail: this is to inform you your order has been sent out. You will be given a tracking number for your package. You can connect to the transporter's website.
    Where is my order?
    • Once you have created an account, you can follow the various stages of your order by clicking here my account.
      PLEASE NOTE: it is imperative you create an account before placing an order if you wish to check its status via your account afterwards.
    • You can check the status of your order by clicking on the following link: order status.
      PLEASE NOTE: You simply need to have your order number and the delivery post code to hand.
      • If the problem is with the photo, you can change it yourself using the link provided in the e-mail. Your order will then be sent back to Customer Services for approval.
      • If the problem is with the message you can reply to the e-mail indicating the new message you wish to submit. Your order will then be sent back to Customer Services for approval.
    • Dispatch e-mail: this is to inform you your order has been sent out. You will be given a tracking number for your package. You can connect to the transporter's website.
    There is a mistake in my order: I did not receive the right product or the product is damaged

    You can contact us on the following number:

    FranceN° Cristal :
    0 969 320 501
    N° Cristal :
    09 69 32 09 15
    Germany0180 6101 0100 21 62 500 21 99
    Italy02 575 142 1902 575 017 21
    United Kingdom0345 603 75630345 850 9815
    Flanders078 15 44 24078 15 41 11
    Wallonia078 15 11 30078 15 41 20
    Austria+49180 6101 010+49 21 62 500 21 99
    Spain900 10 36 15902 10 33 83
    Poland+48 22 2552238+48 22 2552238
    Netherlands0900 0400 6930900 1000 012
    I wish to cancel my order.

    Once confirmed, your personalised order is immediately sent to our factory so that we can begin the transfer. This process ensures we meet the quality service and standards you expect from us. As a consequence, cancellations or changes to personalised orders cannot be accepted once you have placed your order. Completion of your order on our website amounts to a confirmation on your part that the contents and the details of your order are correct.

    How do I use my promotional code?

    If you have a Promotional Code, enter it when confirming your order in the field provided for this purpose.
    Please enter your Promotional Code correctly as it was sent to you, without including the asterisk. Don't forget to check it has not expired.

    Only one Promotional Code can be used at a time.

    Why isn't my Promotional Code working??

    Online Promotional Codes are only valid for use on products that are part of a promotion or campaign. Please check whether the relevant promotion is still running. Also, codes are not valid in combination with other promotions.

    • Will my promotional code be replaced if I return all or part of my order or if all or part of my order is cancelled?
    • What should I do if my question is not answered here?
      We advise you to contact our Customer Services department.
    What payment methods are accepted?
    CountryPrivate customerBusiness customer
    France
    • CB
    • ECMC
    • VISA
    • AMEX
    • PayPal
    • CB
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    Germany
    • ECMC
    • VISA
    • AMEX
    • VORKASSE
    • GIROPAY
    • PayPal
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    Italy
    • ECMC
    • VISA
    • POSTEPAY
    • AMEX
    • PayPal
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    Belgium
    • CB
    • ECMC
    • VISA
    • AMEX
    • PayPal
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    The Netherlands
    • IDEAL
    • ECMC
    • VISA
    • AMEX
    • PayPal
    • IDEAL
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    Spain
    • ECMC
    • VISA
    • AMEX
    • PayPal
    • ECMC
    • VISA
    • AMEX
    Austria
    • ECMC
    • VISA
    • AMEX
    • GIROPAY
    • PayPal
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    Poland
    • ECMC
    • VISA
    • PRZELEWY
    • ECMC
    • VISA
    • PRZELEWY
    Switzerland
    • ECMC
    • VISA
    • AMEX
    • PayPal
    • CB
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    Luxembourg
    • CB
    • ECMC
    • VISA
    • AMEX
    • PayPal
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    United Kingdom
    • MAESTRO
    • ECMC
    • VISA
    • AMEX
    • PayPal
    • MAESTRO
    • ECMC
    • VISA
    • AMEX
    • BANK TRANSFER
    How much are delivery costs?

    Our delivery rates, detailed in the table below, are based on the amount of your order, the delivery method chosen (standard or express), the place of delivery, outdoor temperatures (in the event of hot weather, temperature-controlled packaging entailing additional costs may be necessary in order to ensure optimum quality of goods during transport - see the "summer " table) and/or the weight and volume of the package.

    For deliveries within the United Kingdom regardless of the amount of your order:
    Standard: £0
    Express: £8

    How long does delivery take?

    We offer two delivery methods:

    • Standard Delivery: With this delivery method the maximum delay between the placing of an order and you receiving your package will be eight working days.
    • Express Delivery: With this delivery method the delay between the placing of an order and you receiving your package will be two to three working days. Please note that express delivery is only available under certain conditions and cannot be offered if these conditions are not met (the time the order is placed, the size of the order and the place of delivery etc.) See conditions for express deliveries here.
    We are committed to delivering your order by the delivery date stipulated when you order is confirmed in accordance with the delivery method you choose. Delivery is carried out by transporters chosen by My M&Ms. The name of the transporter charged with delivering your package will be confirmed by email when your order is dispatched.

    How long after I receive my dispatch confirmation e-mail will I be able to track my order?

    You can check the status of your order immediately after it has been placed by clicking on the following link.

    Can my delivery address be different from my billing address?

    When you place your order you can choose a delivery address that is different than the invoicing address by filling in the "Delivery address" section accordingly at the bottom of the address page. Choose an address from your address book or add a new delivery address.

    If, however, your order has already been processed and you have an account on our website, we advise you to check its status beforehand by going to "My Account" from the My M&M's website homepage. Then click on the "My orders" section. As long as the status of your order is still "Being validated" or "Being prepared", you can still modify the shipping address via our Customer Relations team. To do so, please contact us by phone and have your order number ready.

    How do I track my order?
    • You can track your delivery using the tracking link found in the dispatch e-mail you received informing you that your order had been sent out.
      PLEASE NOTE: it is imperative you create an account before placing an order if you wish to check its status via your account afterwards.
    • You can check the status of your order by clicking on the following link: order status.
      PLEASE NOTE: You simply need to have your order number and the delivery post code to hand.
    • I did not create an account before ordering: I received an email with the tracking number. I was informed of the tracking number and have the possibility to contact the carrier.
    When will I receive my refund?

    Your refund will come through within 7 working days as a credit to your bank account. You will receive an e-mail confirming the refund. Interbank deferments may mean your account is only credited a few days later.

    What should I do with a damaged or faulty product?

    Please send an email with a photo of the packaging, all products and the defective product to our customer service department.
    Please contact us within 3 working days after reception of the order.