Question 1

How do I track my order ?

Accepted Answer

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](/sign-in).

**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](/order-status).

**PLEASE NOTE**: You will need your order number and the delivery postcode.

**The four stages in processing your order:**

1. **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.

2. **Preparation** The order has been approved and will be made in the next few days.

3. **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.

4. **Delivered:** The order has been delivered. The courier has let us know that the package has been safely delivered.

Question 2

When will my package be dispatched?

Accepted Answer

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.

Question 3

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?

Accepted Answer

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.

Question 4

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

Accepted Answer

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

Question 5

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

Accepted Answer

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

Question 6

What if there is a production mistake in my order.

Accepted Answer

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 [contact.fr@mymms.eu](mailto:contact.fr@mymms.eu) | 0 800 201 280 or [contact.fr@mymms.eu](mailto:contact.fr@mymms.eu) |
| **Great-Britain** | 08081010061 or [contact.uk@mymms.eu](mailto:contact.uk@mymms.eu) | 08081010104 or [contact.uk@mymms.eu](mailto:contact.uk@mymms.eu) |
| **Netherlands** | 008000249670  or [contact.nl@mymms.eu](mailto:contact.nl@mymms.eu) | 008000249621  or [contact.nl@mymms.eu](mailto:contact.nl@mymms.eu) |
| **Ireland** | 1800400160  or [contact.ie@mymms.eu](mailto:contact.ie@mymms.eu) | 1800400165  or [contact.ie@mymms.eu](mailto:contact.ie@mymms.eu) |
| **Danemark** | 80254458  or [contact.dk@mymms.eu](mailto:contact.dk@mymms.eu) | 80254459  or [contact.dk@mymms.eu](mailto:contact.dk@mymms.eu) |
| **Italy** | 800783857 or [contact.it@mymms.eu](mailto:contact.it@mymms.eu) | 800789875 or [contact.it@mymms.eu](mailto:contact.it@mymms.eu) |
| **Germany** | 08001800662 or [contact.de@mymms.eu](mailto:contact.de@mymms.eu) | 08001800981 or [contact.de@mymms.eu](mailto:contact.de@mymms.eu) |
| **Austria** | 0800298818 or  [contact.at@mymms.eu](mailto:contact.at@mymms.eu) | 0800298819 or  [contact.at@mymms.eu](mailto:contact.at@mymms.eu) |
| **Switzerland** | 0800563522 or  [contact.ch@mymms.eu](mailto:contact.ch@mymms.eu) | 0800563574 or  [contact.ch@mymms.eu](mailto:contact.ch@mymms.eu) |
| **Luxembourg** | 80025316 or  [contact.lu@mymms.eu](mailto:contact.lu@mymms.eu) | 80025517 or  [contact.lu@mymms.eu](mailto:contact.lu@mymms.eu) |
| **Spain** | 900993340 or [contact.es@mymms.eu](mailto:contact.es@mymms.eu) | 900993390 or [contact.es@mymms.eu](mailto:contact.es@mymms.eu) |
| **Belgium** | 080076064 if you speak French, 080076065 if you speak Dutch or [contact.be@mymms.eu](mailto:contact.be@mymms.eu) | 080076152 if you speak French, 080077051 if you speak Dutch or [contact.be@mymms.eu](mailto:contact.be@mymms.eu) |
| **Poland** | 08003311562 or [contact.pl@mymms.eu](mailto:contact.pl@mymms.eu) | 08003311563 or [contact.pl@mymms.eu](mailto:contact.pl@mymms.eu) |

Question 7

How do I change or cancel my order, the personalisation or the delivery address?

Accepted Answer

Contact our Customer Relations team as soon as possible. If we have not started producing your order, we will make the necessary changes before finalising it.

Unfortunately, if production has already started, we will not be able to make any changes.

Question 8

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

Accepted Answer

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.

Question 9

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

Accepted Answer

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. Photos, text and clipart can only be personalised for the Chocolate M&M’S range.

Question 10

What are the personalisation options?

Accepted Answer

You can only select the colour of your M&M’S for the PEANUT range. Three types of personalisation are available for the CHOCOLATE M&M’S range:: 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.

Question 11

How many colours can I choose?

Accepted Answer

You can select 1 or 2 colours for the Chocolate M&M’S range.

You can select up to 3 colours for the Peanut M&M’S range

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

Question 12

Why was my photo rejected?

Accepted Answer

For the Chocolate M&M’S range only

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 [contact.fr@mymms.eu](mailto:contact.fr@mymms.eu) | 0 800 201 280 or [contact.fr@mymms.eu](mailto:contact.fr@mymms.eu) |
| **Great-Britain** | 08081010061 or [contact.uk@mymms.eu](mailto:contact.uk@mymms.eu) | 08081010104 or [contact.uk@mymms.eu](mailto:contact.uk@mymms.eu) |
| **Netherlands** | 008000249670  or [contact.nl@mymms.eu](mailto:contact.nl@mymms.eu) | 008000249621  or [contact.nl@mymms.eu](mailto:contact.nl@mymms.eu) |
| **Ireland** | 1800400160  or [contact.ie@mymms.eu](mailto:contact.ie@mymms.eu) | 1800400165  or [contact.ie@mymms.eu](mailto:contact.ie@mymms.eu) |
| **Danemark** | 80254458  or [contact.dk@mymms.eu](mailto:contact.dk@mymms.eu) | 80254459  or [contact.dk@mymms.eu](mailto:contact.dk@mymms.eu) |
| **Italy** | 800783857 [contact.it@mymms.eu](mailto:contact.it@mymms.eu) | 800789875 or [contact.it@mymms.eu](mailto:contact.it@mymms.eu) |
| **Germany** | 08001800662 or [contact.de@mymms.eu](mailto:contact.de@mymms.eu) | 08001800981 or [contact.de@mymms.eu](mailto:contact.de@mymms.eu) |
| **Austria** | 0800298818 or  [contact.at@mymms.eu](mailto:contact.at@mymms.eu) | 0800298819 or  [contact.at@mymms.eu](mailto:contact.at@mymms.eu) |
| **Switzerland** | 0800563522 or  [contact.ch@mymms.eu](mailto:contact.ch@mymms.eu) | 0800563574 or  [contact.ch@mymms.eu](mailto:contact.ch@mymms.eu) |
| **Luxembourg** | 80025316 or  [contact.lu@mymms.eu](mailto:contact.lu@mymms.eu) | 80025517 or  [contact.lu@mymms.eu](mailto:contact.lu@mymms.eu) |
| **Spain** | 900993340 ou [contact.es@mymms.eu](mailto:contact.es@mymms.eu) | 900993390 ou [contact.es@mymms.eu](mailto:contact.es@mymms.eu) |
| **Belgium** | 080076064 if you speak French, 080076065 if you speak Dutch or [contact.be@mymms.eu](mailto:contact.be@mymms.eu) | 080076152 if you speak French, 080077051 if you speak Dutch or [contact.be@mymms.eu](mailto:contact.be@mymms.eu) |
| **Poland** | 08003311562 or [contact.pl@mymms.eu](mailto:contact.pl@mymms.eu) | 08003311563 or [contact.pl@mymms.eu](mailto:contact.pl@mymms.eu) |

Question 13

How long will the M&M’S keep for?

Accepted Answer

When you receive your order, the Chocolate M&M’S will have a shelf life of between 6 and 9 months, except for:

\- 7 g and 15 g paper bags: 4 months

\- Pre-printed M&M’S: between 2 and 9 months

PEANUT M&M’S have a shelf life of between 4 and 7 months.

Check the precise date indicated on the product.

Please keep the chocolates in a dry place, away from direct sunlight and humidity, to guarantee the quality of our products

Question 14

What is the difference between the Chocolate and Peanut products?

Accepted Answer

Different recipes are used: Peanut M&M’S contain a peanut in sugar-coated chocolate while the Chocolate M&M’S are purely sugar-coated chocolate. The personalisation process also differs. The colour of Peanut and Chocolate M&M’S can be selected, however only Chocolate M&M’S can be printed. In addition, different colours are used for each variant.

Question 15

Why can’t red and cloud white M&M’S be selected as single colours

Accepted Answer

Red cannot be selected as a single colour for legal reasons.

To ensure optimal quality for personalised orders, the cloud white M&M’S cannot be selected as a single colour.

Question 16

Can you put your M&M’S in the fridge?

Accepted Answer

To prevent the chocolate turning white and to protect the flavour of the chocolate, you should not put your M&M’S in the fridge. M&M’S must be kept cool (between 5 and 24°C), in a dry place and out of direct sunlight.

Question 17

Are M&M’S Halal/Kosher/Vegetarian?

Accepted Answer

M&M’S are not certified as Halal or Kosher. However, they do not contain any pork-based ingredients.

In general, M&M’S are suitable for vegetarians. Please note, however, that red M&M’S contain a non-vegetarian colouring.

Question 18

Do M&M’S contain allergens?

Accepted Answer

You can find the full list of allergens in our Chocolate M&M’S on the product pages. You can access the list of allergens in our Peanut M&M’S when configuring your personalised M&M’S, once you have selected your colours.

Question 19

Do M&M’S contain gluten?

Accepted Answer

No, M&M’S do not contain gluten.

Question 20

How do I change my order, the personalisation or the delivery address?

Accepted Answer

Contact our Customer Relations team as soon as possible. If we have not started producing your order, we will make the necessary changes before finalising it.

Unfortunately, if production has already started, we will not be able to make any changes.

Question 21

Can I place an order over the phone?

Accepted Answer

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.

Question 22

What e-mails will I receive concerning my order?

Accepted Answer

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.

Question 23

How do I track my order ?

Accepted Answer

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.

Question 24

There is a mistake in my order: I did not receive the right product or the product is damaged

Accepted Answer

You can contact us on the following number:

| Countries | Consumers Contacts | Professionals contacts |
|----------|----------|----------|
| **France** | 0 800 201 203 or [contact.fr@mymms.eu](mailto:contact.fr@mymms.eu) | 0 800 201 280 or [contact.fr@mymms.eu](mailto:contact.fr@mymms.eu) |
| **Great-Britain** | 08081010061 or [contact.uk@mymms.eu](mailto:contact.uk@mymms.eu) | 08081010104 or [contact.uk@mymms.eu](mailto:contact.uk@mymms.eu) |
| **Netherlands** | 008000249670  or [contact.nl@mymms.eu](mailto:contact.nl@mymms.eu) | 008000249621  or [contact.nl@mymms.eu](mailto:contact.nl@mymms.eu) |
| **Ireland** | 1800400160  or [contact.ie@mymms.eu](mailto:contact.ie@mymms.eu) | 1800400165  or [contact.ie@mymms.eu](mailto:contact.ie@mymms.eu) |
| **Danemark** | 80254458  or [contact.dk@mymms.eu](mailto:contact.dk@mymms.eu) | 80254459  or [contact.dk@mymms.eu](mailto:contact.dk@mymms.eu) |
| **Italy** | 800783857 or [contact.it@mymms.eu](mailto:contact.it@mymms.eu) | 800789875 or [contact.it@mymms.eu](mailto:contact.it@mymms.eu) |
| **Germany** | 08001800662 or [contact.de@mymms.eu](mailto:contact.de@mymms.eu) | 08001800981 or [contact.de@mymms.eu](mailto:contact.de@mymms.eu) |
| **Austria** | 0800298818 or  [contact.at@mymms.eu](mailto:contact.at@mymms.eu) | 0800298819 or  [contact.at@mymms.eu](mailto:contact.at@mymms.eu) |
| **Switzerland** | 0800563522 or  [contact.ch@mymms.eu](mailto:contact.ch@mymms.eu) | 0800563574 or  [contact.ch@mymms.eu](mailto:contact.ch@mymms.eu) |
| **Luxembourg** | 80025316 or  [contact.lu@mymms.eu](mailto:contact.lu@mymms.eu) | 80025517 or  [contact.lu@mymms.eu](mailto:contact.lu@mymms.eu) |
| **Spain** | 900993340 or [contact.es@mymms.eu](mailto:contact.es@mymms.eu) | 900993390 or [contact.es@mymms.eu](mailto:contact.es@mymms.eu) |
| **Belgium** | 080076064 if you speak French, 080076065 if you speak Dutch or [contact.be@mymms.eu](mailto:contact.be@mymms.eu) | 080076152 if you speak French, 080077051 if you speak Dutch or [contact.be@mymms.eu](mailto:contact.be@mymms.eu) |
| **Poland** | 08003311562 or [contact.pl@mymms.eu](mailto:contact.pl@mymms.eu) | 08003311563 or [contact.pl@mymms.eu](mailto:contact.pl@mymms.eu) |

Question 25

What are the conditions for cancelling an order?

Accepted Answer

The conditions for order cancellation depend on the type of products ordered.

If you have ordered personalised products, you cannot modify or cancel your selected colours, texts or images once production has started.

If you have ordered standard products, you can retract your order within 14 days of obtaining your products, either directly or via a third party. You must inform us of your decision to withdraw from this contract via one of these channels:

• Taktim Terre D’appel - Service Consommateurs My M&M’S - 1 rue Job - Bâtiment LAFAYETTE - 67100 Strasbourg - France;

• From the homepage of one of our websites: via the “Contact” section,

• By email at the address indicated in Article 1 of the Conditions;

• By telephone: call the number indicated in Article 1 of the Conditions

After informing us of your decision to withdraw your order, you must return the standard products within 14 days. You shall cover the return costs.

Question 26

Can you order DIY products without the chocolates?

Accepted Answer

You cannot order containers without M&M’S.

Question 27

How can you delete your customer account?

Accepted Answer

Please contact our customer service if you wish to delete your account.

Question 28

How do I use my promotional code?

Accepted Answer

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.

Question 29

Why isn't my Promotional Code working??

Accepted Answer

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.

Question 30

What payment methods are accepted?

Accepted Answer

| 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 |

Question 31

Where can you find your invoice?

Accepted Answer

As a private customer, we include your invoicing details in the order confirmation email. If you require an itemised invoice, contact our customer service.

As a business customer, we will send you an email with a link to download your invoice once your order has been validated.

Question 32

How do I use my promotional code?

Accepted Answer

To see our delivery costs, click [here](/shipping-information)

Question 33

How long does delivery take?

Accepted Answer

Two delivery options are available:

Standard delivery: with this delivery option, you will receive your package within a maximum of 8 working days of submitting your order.

Express delivery: with this delivery option, you will receive your package between 2 and 3 working days after submitting your order. Express delivery is only available subject to specific conditions, and may not be offered as an option if these conditions are not met (ordering times, quantities ordered, delivery site, etc.). Click here for details of express delivery conditions.

We undertake to respect the delivery date which will be confirmed to you when validating your order, according to your selected delivery option. Orders are delivered by carriers selected by M&M’S. The name of the carrier transporting your order will be confirmed by email when your order ships.

Please take note that if your personalisation photo or message is rejected, the delivery date will be deferred, depending on the date that you then submit a suitable personalisation photo or message.

Question 34

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

Accepted Answer

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

Question 35

Can my delivery address be different from my billing address?

Accepted Answer

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.

Question 36

How long before a specific event do you need to order

Accepted Answer

We suggest simulating an order and checking the delivery date given, then placing your actual order based on this date.

We generally recommend ordering 3 weeks prior to your event.

The closer the M&M’S are produced to the date of your event, the higher their quality will be.

Once you have received your order, standard Chocolate M&M’S must be eaten within 4 months, and pre-printed bulk Chocolate M&M’S within 2 months.

PEANUT M&M’S must be eaten within 4 months of delivery.

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