FAQs
Got questions? We can help.
Top 10 FAQs
If you have placed an order and you would like to know how far along it is:
After you have placed an order you will be kept informed of its progress via email
PLEASE NOTE: if you have not received an email, don’t forget to check your spam folder.
Once your order has been dispatched, you will receive an email so you can track your package via our courier’s website.
If you have set up an account, you can also track the various stages of your order by logging on here:my account.
PLEASE NOTE: you must set up your account before placing your order if you want to track it through your account.
The status of your order can be accessed via the following link: order status.
PLEASE NOTE: You will need your order number and the delivery postcode.
The four stages in processing your order:
Order details:each order must be approved by customer services before it goes into production. Images can be refused for two reasons:
a) Non-compliant image: you can change the photo by using the link provided in the email. Your order will be sent back to customer services for approval.
b) Non-compliant text/message: you can reply to the email you will have received to modify your message. Your order will be sent back to customer services for approval.
Preparation The order has been approved and will be made in the next few days.
Dispatched: The order has been dispatched. Once your order has been dispatched, you will receive an email so you can track your package via our courier’s website.
Delivered: The order has been delivered. The courier has let us know that the package has been safely delivered.
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, 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 ):
Countries | Consumers Contacts | Professionals contacts |
---|---|---|
France | 0 800 201 203 or [email protected] | 0 800 201 280 or [email protected] |
Great-Britain | 08081010061 or [email protected] | 08081010104 or [email protected] |
Netherlands | 008000249670 or [email protected] | 008000249621 or [email protected] |
Ireland | 1800400160 or [email protected] | 1800400165 or [email protected] |
Danemark | 80254458 or [email protected] | 80254459 or [email protected] |
Italy | 800783857 or [email protected] | 800789875 or [email protected] |
Germany | 08001800662 or [email protected] | 08001800981 or [email protected] |
Austria | 0800298818 or [email protected] | 0800298819 or [email protected] |
Switzerland | 0800563522 or [email protected] | 0800563574 or [email protected] |
Luxembourg | 80025316 or [email protected] | 80025517 or [email protected] |
Spain | 900993340 or [email protected] | 900993390 or [email protected] |
Belgium | 080076064 if you speak French, 080076065 if you speak Dutch or [email protected] | 080076152 if you speak French, 080077051 if you speak Dutch or [email protected] |
Poland | 08003311562 or [email protected] | 08003311563 or [email protected] |
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.
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.
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.
QUESTIONS ABOUT OUR PRODUCTS
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.
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
To guarantee the best possible print quality for the end product, we recommend you choose an image:
Of good quality: in focus, light, close up of the face(s) 2 faces maximum
No filter
No shadows on the face
No building/vehicles/landscapes on their own
Please note that the background of the image will be removed by our staff to ensure a high quality print
For more information, you can contact us on the following number:
Countries | Consumers Contacts | Professionals contacts |
---|---|---|
France | 0 800 201 203 or [email protected] | 0 800 201 280 or [email protected] |
Great-Britain | 08081010061 or [email protected] | 08081010104 or [email protected] |
Netherlands | 008000249670 or [email protected] | 008000249621 or [email protected] |
Ireland | 1800400160 or [email protected] | 1800400165 or [email protected] |
Danemark | 80254458 or [email protected] | 80254459 or [email protected] |
Italy | 800783857 [email protected] | 800789875 or [email protected] |
Germany | 08001800662 or [email protected] | 08001800981 or [email protected] |
Austria | 0800298818 or [email protected] | 0800298819 or [email protected] |
Switzerland | 0800563522 or [email protected] | 0800563574 or [email protected] |
Luxembourg | 80025316 or [email protected] | 80025517 or [email protected] |
Spain | 900993340 ou [email protected] | 900993390 ou [email protected] |
Belgium | 080076064 if you speak French, 080076065 if you speak Dutch or [email protected] | 080076152 if you speak French, 080077051 if you speak Dutch or [email protected] |
Poland | 08003311562 or [email protected] | 08003311563 or [email protected] |
Our products have a minimum shelf life of 6-9 months except for:
- 7g and 15g paper bags: 4 months
- Preprinted: 2-9 months
To find out the exact date, please check the date printed on the product.
In order to maintain the quality of our products, please store the chocolates in a dry place, away from direct sunlight and humidity.
QUESTIONS ABOUT YOUR 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.
If you have placed an order and you would like to know how far along it is:
After you have placed an order you will be kept informed of its progress via email
PLEASE NOTE: if you have not received an email, don’t forget to check your spam folder.
Once your order has been dispatched, you will receive an email so you can track your package via our courier’s website.
If you have set up an account, you can also track the various stages of your order by logging on here: my account.
PLEASE NOTE: you must set up your account before placing your order if you want to track it through your account.
The status of your order can be accessed via the following link: order status.
PLEASE NOTE: You will need your order number and the delivery postcode.
The four stages in processing your order:
Order details: each order must be approved by customer services before it goes into production. Images can be refused for two reasons:
a) Non-compliant image: you can change the photo by using the link provided in the email. Your order will be sent back to customer services for approval.
b) Non-compliant text/message: you can reply to the email you will have received to modify your message. Your order will be sent back to customer services for approval.
Preparation The order has been approved and will be made in the next few days.
Dispatched: The order has been dispatched. Once your order has been dispatched, you will receive an email so you can track your package via our courier’s website.
Delivered: The order has been delivered. The courier has let us know that the package has been safely delivered.
You can contact us on the following number:
Countries | Consumers Contacts | Professionals contacts |
---|---|---|
France | 0 800 201 203 or [email protected] | 0 800 201 280 or [email protected] |
Great-Britain | 08081010061 or [email protected] | 08081010104 or [email protected] |
Netherlands | 008000249670 or [email protected] | 008000249621 or [email protected] |
Ireland | 1800400160 or [email protected] | 1800400165 or [email protected] |
Danemark | 80254458 or [email protected] | 80254459 or [email protected] |
Italy | 800783857 or [email protected] | 800789875 or [email protected] |
Germany | 08001800662 or [email protected] | 08001800981 or [email protected] |
Austria | 0800298818 or [email protected] | 0800298819 or [email protected] |
Switzerland | 0800563522 or [email protected] | 0800563574 or [email protected] |
Luxembourg | 80025316 or [email protected] | 80025517 or [email protected] |
Spain | 900993340 or [email protected] | 900993390 or [email protected] |
Belgium | 080076064 if you speak French, 080076065 if you speak Dutch or [email protected] | 080076152 if you speak French, 080077051 if you speak Dutch or [email protected] |
Poland | 08003311562 or [email protected] | 08003311563 or [email protected] |
QUESTIONS ABOUT PAYMENT
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.
Billing Address | Consumers | Professionnals |
---|---|---|
Billing Address in France | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Paypal | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Great Britain | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Paypal | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Ireland | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Paypal | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Danemark | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Paypal | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Belgium | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Paypal | Credit card (Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Italy | Credit card (Postepay®, Amex®, MasterCard® and VISA®) Paypal | Credit card (Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Spain | Credit card (Amex®, MasterCard® and VISA®) Paypal | Credit card (Amex®, MasterCard® and VISA®) |
Billing Address in Germany | Credit card (Amex®, MasterCard® and VISA®) Bank transfer Giropay Paypal | Credit card (Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Netherlands | Credit card (Amex®, MasterCard® and VISA®) Ideal Paypal | Credit card (Amex®, MasterCard® and VISA®) Ideal Bank transfer |
Billing Address in Austria | Credit card (Amex®, MasterCard® and VISA®) Giropay Paypal | Credit card (Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Poland | Credit card (MasterCard® and VISA®) Przelewy | Credit card (MasterCard® and VISA®) Przelewy |
Billing Address in Switzerland | Credit card (Amex, MasterCard® and VISA®) Paypal | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Bank transfer |
Billing Address in Luxembourg | Credit card (Carte Bleue®, Amex®, MasterCard® and VISA®) Paypal | Credit card (Amex®, MasterCard® and VISA®) Bank transfer |
QUESTIONS ABOUT DELIVERY
We offer one delivery method:
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.
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.
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.