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Frequently asked questions

Frequently asked questions

You have questions ? See our answers :

Search for a product

What kind of products can be found on Gourming.com?

Gourming.com is a marketplace that aims to initiate direct relationships between professionals in the restaurant,
hospitality, catering and food distribution industries outside of France with producers of exclusively French food products.
Thus, many fresh, ambient & frozen products from the French food sector can be found on Gourming.com.

How can I search for a specific product?

Searching for a specific product is very straightforward:

Type the name of the desired product directly into the search bar at the top of the website and then click on the
magnifying glass: The results of your search will then be displayed.
Or click the arrow that is next to "Our products" and select the desired product

How can I search by Product Family/Category?

Using the left-hand column of Gourming.com website, you can quickly and easily access all the major
product families.
Click on the desired category to view all the different ranges of products therein, and then select the desired range
to see the full offering.
You can further refine your search according to your desired criteria (price, delivery lead time, shelf life,
region of origin, etc.)

How are the products listed on Gourming.com selected?

On Gourming.com, each producer is subject to a rigorous and demanding selection process:

Quality standards
The labels and certifications obtained
The production sites and equipment, etc.

Nothing is left to chance. This ensures the highest quality products and services for you.

Are all products sold on Gourming.com made in France?

Yes, all products sold on Gourming.com are made in France. Production must involve a substantial transformation and
added value to the finished product.
Depending on the type of product concerned, production in France involves, at a minimum, human involvement in selecting, receiving, sorting, transformation, and packaging.
Gourming is committed to promoting the advantages of French terroir, the expertise of our artisans, and Agri-processing SMEs.

Are all of the products sold on Gourming.com of French origin?

Gourming favors products with ingredients of French origin.
However, in order to meet the needs of our corporate clients, some ingredients used in recipes may come from other countries
for various reasons: ingredient unavailable in France, quantities produced are insufficient to meet the demands of the mass market, the quality required is not available in France, etc.

How can I get detailed information about a product?

When, in the course of your search, you find a product interests you, simply click on the photo of the product
to view all the necessary details.
Each product page gives an initial display of the key information about the product (unit price, weight,
packaging, temperature & shelf life, estimated delivery time, etc.).
For more details, simply click "Read more" or scroll down the product page to the "Additional information" section.
There, you can find all the information about the product (full description, characteristics, ingredients, usage advice, labels, etc.) and also the producer (history, values, operations, expertise, etc.).

How can I source a product that is not listed?

Are you looking for a specific product that is not yet listed on Gourming.com? Send us your request via the contact form here, detailing your request, the type of product you are looking for and your full contact details.
Our sourcing team will get back to you as soon as possible.

Order

This is my first purchase on Gourming.com

Welcome! During your first purchase on Gourming.com, you will be asked to create an account. To do so:

Firstly, enter a valid email address and click "Create my account"

Then, fill in the requested information

Please note: As only industry professionals can make a purchase on Gourming.com platform, you will need
to have your intra-Community VAT number to hand as this is required in order to be able to register and to place your order

Can I be notified if a product that I regularly order is out of stock?

When a product is out of stock (temporarily or permanently), it is immediately deleted from Gourming.com.
For all the products on our website, this ensures that the seller listing them has them in stock.

Can I use my tablet or my smartphone to place an order online?

Yes, of course. You can place an order on Gouming.com using your computer, tablet, or smartphone.
You just login to your account from your favorite device with your regular username (email address) and password.

Can I order by phone?

It is not currently possible for you to order by phone.
Accessible from anywhere, convenient and totally secure, Gourming.com website is available 24/7.
With the status of your pending orders, the editing, archiving and centralization of your invoices, and the selection of delivery addresses, among much more, ordering online at gourming.com has many advantages.
Do you have a specific question about a product? Feel free to contact our customer service team here detailing your inquiry!

How can I track my order?

When logged on to Gourming.com, on the homepage of your “My account” section, you can find a summary of all your orders and their status

For more details about a particular order, click on the respective order number to access all the relevant information for tracking your orders, from the producer’s order validation to the delivery confirmation.

How do I cancel my order?

Have you made a mistake and are now looking to cancel your order? Doing so is very straightforward:

You should immediately go to "My account"
Click on the order number
Under the "Action" tab, click "Cancel order"

Please note : Canceling your order is only possible if it has not yet been validated by the producer.

How do I cancel one product from my order?

On Gourming.com, it is possible to cancel the full order (see the answer to "How do I cancel my order?")
but it is not possible to cancel one or more products from the order itself.

How much time do I have in which to cancel my order?

The deadlines for being able to cancel your order differ depending on your method of payment:

If you pay by debit/credit card: You can cancel your order as long as no producer has validated your
order (cancellation possible via "My account > Current orders" by clicking on "Cancel order")
If you pay by bank transfer: If your payment has not reached us within the 48 hours following the validation of
your order by a producer, your order will be automatically canceled.

Can I make changes to my order?

Once your order has been placed, it is no longer possible to change it.
If you realize that you have made a mistake in terms of quantity or the product itself, for example,
you should immediately go to "My Account > Current orders" and cancel your order by clicking on "Cancel order".
You can then make a new order together with the desired changes.

Can I select products and order them at a later time?

Yes, nothing could be easier!

Gourming.com lets you create a list from which you can easily select your favorite products, which can be ordered at a later time.

To do this, simply click on "Add to my list" or on the respective "heart" symbol on each product page

Do I have access to my order and invoice history?

Yes, all your orders and invoices are centralized and archived in “My account > My orders or My account > My invoices”

If I like a product and want to order it in very large quantities, is it possible to negotiate a special rate?

Yes, because on Gourming.com, we have planned for every eventuality.
When logged in, on each product page, you have access to the price list submitted by the producer:
The prices are discounted in accordance with the quantities ordered.
The larger the order, the better the price.

I have a problem confirming my order

First of all, make sure that you have ticked the box "I accept the Terms and Conditions of Sale"

If the problem persists, please contact our customer service department, which will assist you as soon as possible

My order was refused by a seller.

Sometimes, when an order has products from several different sellers, it is possible that one of the sellers might
refuse your order (should a product be unavailable, for example).
You will then receive a message with a summary of your order that has been modified in line with this refusal, and asking you to re-confirm the modified order.
If your order contains products from a single seller only and the latter has refused it, your order will then be automatically canceled, and you will not be charged for anything.

How do I use a promotion code?

To use your promotion code, simply enter the code in the order summary section of your shopping cart and click “Confirm”.
Your discount will be automatically deducted from your order total.

My promotion code does not work

If the promotion code entered does not work, first check the expiry date of your code.
If it is still in date, please contact our customer service department via the link on your shopping cart page, specifying the code and its expiry date.
Your message will be dealt with as soon as possible.

How are minimum orders per Producer and Product calculated?

On Gourming.com, the products offered are both very numerous and varied. There is therefore no single rule for calculating a minimum order.
In accordance with its own constraints in terms of logistics, packaging or delivery, each producer itself decides the minimum product quantity and minimum order amount in Euros required for its entire product catalog in order to be able to accept an order.All this information is displayed on each product page.

Shipping and Delivery

What are Gourming.com delivery methods?

On Gourming.com, all products are delivered by road transport services that specialize in food.
Several carriers are suggested to you depending on the specifics of your order (fresh & ambient or frozen products) together with the corresponding cost

How can I be sure that a product offered on Gourming is available in my country?

When you are logged on to Gourming.com website, make sure that you have selected the desired
destination country using the drop-down menu at the top of the website.
In this way, you can be sure all the products displayed can be delivered to you.

After the delivery, I noticed a problem with my order. What do I do?

If the issue involves the shipping:

Log on to your Gourming.com account
Go to “My account > My invoices”
Click on the invoice for your order
Click the link "Register a shipping dispute"

If the issue involves a product:

Log on to your Gourming.com account
Go to “My account > My invoices”
Click on the invoice for your order
In the details about the delivered order, search for the product that has the problem in question
Click the link "Register a dispute"

Are deliveries made 7 days a week?

No, whatever the products, deliveries are only made from Monday to Friday.

Are there delivery time slots?

Deliveries are made Monday to Friday (except holidays) at the address you indicate when you place an order

How are shipping costs calculated?

Transport costs are calculated individually for each order and depend on the quantities ordered, the transport temperature, and place of delivery.

Who are your carriers?

Gourming.com carriers are carefully selected for their expertise in food transportation (fresh / ambient products or frozen products) as well as their international logistics capabilities. As true partners, they guarantee a freight service that meets all the required quality standards. To learn more about the carriers accredited by Gourming.com, go to this page on our website

What are the delivery lead times?

Delivery times may vary depending on the product category and the suppliers / producers. An estimated delivery time is thus listed on each product page.

Can I divide my order for delivery to 2 different addresses?

It is only possible to have it delivered to 2 different addresses if your order is comprised of products requiring
different temperatures (fresh & ambient products or frozen products).
You can then indicate one address for the fresh & ambient products and another for the frozen ones.
If your order is only comprised of products requiring the same temperature, only the one address can be specified
for the entire order.

How can I track my order?

When logged on to Gourming.com, on the homepage of your “My account” section, you can find a summary of all your orders and their status

For more details about a particular order, click on the respective order number to access all the relevant information for tracking your orders,
from the producer’s order validation to the delivery confirmation.

How do I cancel my order?

Have you made a mistake and are now looking to cancel your order? Doing so is very straightforward:

You should immediately go to "My account"
Click on the order number
Under the "Action" tab, click "Cancel order"

Please note : Canceling your order is only possible if it has not yet been validated by the producer.

If I am not there for the delivery, what happens then?

Prior to any delivery, you will be contacted by the carrier to set the day and time of delivery that best suits you.
In the event of an unexpected or last minute absence on your behalf, the carrier will keep your delivery in its warehouse and will contact you to set a new delivery time.

Will I be informed of the precise delivery day and time?

Absolutely, the precise date of the scheduled delivery will be confirmed by email and you can also find the information
in your account under "My orders > Current orders"

How can I change the delivery date for my order?

If you want to change the planned delivery date for your orders:

Go to your account, under "My orders"
In the “Current orders” section, click on the relevant order number
Download the delivery note on which you will find all the carrier’s contact details
Contact the latter to set a new delivery date

I did not receive my order

Your order has been listed as delivered in your account but you have not received your goods:

Go to your account, under "My orders"
In the “Current orders” section, click on the relevant order number
Click on "Register a shipping dispute"
Select the “Delivery delay” heading and tell us about the problem
Our customer service team will then get back to you as soon as possible

Can I receive a delivery in Metropolitan France?

It is not possible for you to receive a delivery in Metropolitan France. Gourming.com website aims to initiate relationships between producers of French food products and professionals in the restaurant, hospitality, catering and food distribution industries that are based outside of France.

I want to change my delivery address

To change your delivery address:

Log on to Gourming.com with your regular username and password
Under "My account", click on "My address book"
Click on "Edit information"
Fill in your new delivery address and then save

Note: For each order, in the summary of your shopping cart, you can add an address that is
different to your default shipping address

I want to collect my order from Gourming.com warehouse

To collect your order yourself directly from our warehouse, simply check the box "Paris region warehouse collection”
in the summary of your order, under "Transport".

How do I confirm the receipt of my order?

To confirm the receipt of your order:

Log on to your Gourming.com account
In the “My orders > Current orders” section, click on the relevant order
Then, confirm the receipt by clicking on the order receipt confirmation button

How can I find out what the expiry date for the delivery is?

On each product page, an expiry date is listed that relates to the receipt of the goods by you.
There are thus no surprises in store, as you will know the expiry date of your products as soon as you place the order.

How do I print my delivery note?

To obtain and print your delivery note:

Go to your Gourming account, under "My orders"
In the “Current orders” section, click on the relevant order number
Download your delivery note and open the document
Print it from your desktop

Payment, price, VAT

What are means of payment are available on Gourming.com?

On Gourming, different payment methods are available:

Payment by debit/credit card: Gourming accepts most debit and credit cards
Payment by standard transfer: within 48 hours after the validation of your order by the producer
Payment by transfer via Sofort Banking or Ideal Banking

Are my payment and bank details secure?

You have nothing to worry about – on Gourming.com, all your banking and payment information is totally secure.
The payment is solely made to Gourming.com and your bank account information is never shared with sellers.

Can I stagger a payment if the total amount is high?

To date, we cannot offer you the option of staggered payments when the total amount is high.
The payment must be made all at once, by debit/credit card or by transfer.

What are payment facilities are offered and how can they be accessed?

To date, Gourming.com is not in a position to offer payment facilities.

What currency do I pay in?

Depending on your country of residence, your payment on Gourming.com will be in Euros or in Pounds Sterling.

My order was canceled following a declined payment. What do I do ?

In the event that an order is canceled following a declined payment, we recommend that you re-place your order and select another form of payment.
On Gourming.com, you have the option to pay either by debit/credit card or, as is more practical for high order totals, by transfer.

What are the payment terms?

The payment terms differ depending on the payment method you choose:

Payment by debit/credit card: As soon as your order has been accepted in full, you will be charged for the full amount of your order.
In the event that your order has been changed (following a refusal from a producer, for example), an email for you to re-accept your order is sent to you.
You then have 48 hours to re-accept your modified order. Once this is done, the corresponding amount is debited from your card.
Payment by transfer: The payment must be made within 48 hours following the confirmation of acceptance of your order by email.
If your payment has not reached us by the time this deadline has passed, your order will be automatically canceled.

My payment has been declined. How do I change my payment method?

If your debit/credit card payment was declined, you have 2 options available after re-placing your order:

Make the payment with another debit/credit card that you have
Opt for payment by bank transfer, which is simple and secure

How do I make a payment by bank transfer?

When you choose to pay by bank transfer, an email is sent to you with
the procedures and all the necessary information for you to initiate a transfer via your bank.

How will I receive my invoice?

With Gourming.com, it is very straightforward: we centralize and archive all your invoices for you in your "My account” space online, under "My invoices".
You can thus access your invoices with just a few clicks at any time.

How do I download my invoices?

To retrieve your invoices:

Log on to Gourming.com with your regular username and password
Under “My account”, click on the “My invoices” section
Click the “Download all PDF invoices” button

If I like a product and want to order it in very large quantities, is it possible to negotiate a special rate?

How can I track my order?

When logged on to Gourming.com, on the homepage of your “My account” section, you can find a summary of all your orders and their status

For more details about a particular order, click on the respective order number to access all the relevant information for tracking your orders,
from the producer’s order validation to the delivery confirmation.

How do I cancel my order?

Have you made a mistake and are now looking to cancel your order? Doing so is very straightforward:

You should immediately go to "My account"
Click on the order number
Under the "Action" tab, click "Cancel order"

Please note : Canceling your order is only possible if it has not yet been validated by the producer.

Manage your account

What confidentiality and security rules apply on Gourming.com?

Gourming.com guarantees the security of your banking data, and the protection and confidentiality of
your personal data, in accordance with French data protection and freedom of information laws.

This is my first time logging on. How do I create my account?

During your first purchase on Gourming.com, creating an account is very straightforward:

Click "Login" in the upper section of the “Gourming.com” website
Firstly, enter a valid email address and then click "Create an account"

Then, fill in the requested information in order to register

Please note: As only industry professionals can make a purchase on Gourming.com platform,
you will need to have your intra-Community VAT number to hand as this is required in order to be able to place your order

How can I edit my personal information?

To change your personal information:

Log on with your regular username and password
Under "My account", click on the "My profile" tab where you will find all your information
Then, click “Modify information”, make your changes and click “Save"

I forgot my password

If you have forgotten your password, simply go to the "Login" section of the website and click on “I have forgotten my password”
An email will then be sent to your usual address, which will tell you how to enter a new password and regain access to your account.

How do I change my email address?

To change your email address:

Log on with your regular username and password
Under "My account", click on the "My profile" tab where you will find all your information
Then, click on "Edit information"
Enter & confirm your new email address and click “Save"

I no longer wish to receive marketing emails from Gourming.com

To stop receiving promotional emails from us:

Log on to the website and go to "My account"
Click the "My profile" tab
Check "I no longer wish to receive exclusive offers and news from Gourming.com"
Click on the “Edit information” button

What is the “My Wishlist” section for?

The "My Wishlist" section enables you to select and save your favorite products so that you can order them at a later time

To create your list, just click on "Add to my Wishlist" or on the respective "heart" symbol on each product page

You will then be able to easily find all the products that you are interested in

I want to delete my account

If you want to permanently delete your account, you simply contact our customer service team, specifying your
request in your message.
The latter will take care of your request as soon as possible and will confirm the deletion of your account to you

Register a dispute

I have a problem in relation to the delivery of my order

If concerned about the delivery of an order, you have the option to register a transport dispute. To do so:

Log on to your Gourming.com account
Go to “My account > My invoices”
Click on the invoice for your order
Click the link "Register a shipping dispute"

I have a problem in relation to one or more products in my order

If you encounter a problem with the quality of one or more products in your order, you can file a dispute registration. To do so:

Log on to your Gourming.com account
Go to “My account > My invoices”
Click on the invoice for your order
In the details about the delivered order, search for the product that has the problem in question
Click the link "Register a dispute"

How can I monitor repayments in relation to my dispute?

To track the repayments in relation to a dispute:

Log on to your Gourming account with your usual password and username
Under "My invoices", click “Credit notes" to view all of your refunds

What are the timelines for dealing with my dispute?

On receipt of the registration of your dispute, our customer service team will immediately take care of your request.
As soon as the dispute is resolved, they will get back to you in order to inform you about it.

What is Gourming.com guarantee?

Gourming guarantees that the delivery will be suitable for your order, in compliance with European transport regulations,
under controlled temperature, and the safety of the food (shipment by the producer to the specified delivery point).

What is the deadline for registering a dispute?

The deadline depends on the type of dispute:

If the problem relates to the shipping: You have 48 hours following the delivery of the goods
by the carrier to register your dispute. Beyond this period, it is no longer possible.
If the problem relates to the quality of a product: You can register a dispute
throughout the lifetime of the product, through to its expiry date

Do I have a right of withdrawal?

Given that Gourming.com only offers food products, these are not subject to the right of withdrawal and cannot be refunded.
All orders are thus considered final.

The order I received does not match my order. What do I do?

There are two possibilities here.

If the error is due to a logistics problem the responsibility lies with the carrier (e.g., labeling of the product
reference number on the boxes does not match the reference number ordered), you must then register a shipping
dispute. To do so:
- Log on to your Gourming.com account
- Go to “My account > My invoices”
- Click on the invoice for your order
- Click the link "Register a shipping dispute"

If, on opening the box, the problem is related to the product with the responsibility thus being the seller’s (e.g., products
are missing from the box), you must register a product dispute. To do so:
- Log on to your Gourming.com account
- Go to “My account > My invoices”
- Click on the invoice for your order
- In the details about the delivered order, search for the product that has the problem in question
- Click the link "Register a dispute"

Become a seller

I want to become a seller on Gourming.com: Are you a French producer looking to become a seller on Gourming.com? Click here to access all the relevant information.

Become a carrier

I want to become a carrier for Gourming.com: Are you a carrier looking to offer your services to Gourming.com? Click here ou envoyez-nous or send us an email to
vendeur@gourming.com

Need help ?

Frequently asked questions

Search for a product

Order

Shipping and Delivery

Payment, price, VAT

Manage your account

Register a dispute

Become a seller

Become a carrier

New Client ?

Are you registered?