Frequently asked questions

The Emile Henry sale by weight usually takes place twice a year: during Easter weekend and in early December. These events are held exclusively at our factory outlet in Marcigny.

If you are unable to visit our store at that time, you will find our End of Series items on this page. 

You simply need to authenticate yourself by visiting this portal: 

https://hello.emilehenry.com/cn/4920

You will then find out how many points you have accumulated.

The company is located in Marcigny (71), in Burgundy: offices and production.

You have the option to contact our customer service on this page.

We are proud to offer a 10-year guarantee on all our ceramic products, except those in the Delight range (5-year guarantee). This guarantee covers any manufacturing or quality defects when the product is used under normal household conditions and in accordance with the usage instructions listed in most of the consumer booklets accompanying our products.

We would also like to remind you that any variation in finish is due to the handcrafted nature of the product and does not affect its quality in any way. All our products undergo rigorous quality control before shipment.

This warranty does not cover the consequences of misuse such as mechanical shock.

You can register your product warranty by filling out the form available on the dedicated page of our website.

You will receive email confirmation of the validity of your guarantee; it will give you more flexibility in its implementation and terms.

Note that changes to the warranty period are not retroactive.

To benefit from your guarantee, simply contact the Consumer Service department indicated in your registration confirmation email. Depending on your country, you may be redirected to one of our partners.

If you have misplaced it, you can contact our Customer Service on this page.

You will simply need to explain your case, send if necessary information such as the date and invoice of purchase, one or more photos, a description of the problem you are experiencing with our product, and perhaps other information that will allow us to respond to your request.

Our guarantee applies regardless of the physical or online store where you purchase your product, even if it is not in our Emile Henry stores or on our e-shop, such as our reseller partners.

In France, delivery times for a standard order (excluding personalized products, spare parts, and Mix & Match items) range from 3 to 5 business days (excluding weekends, public holidays, holiday periods, and summer closures). In Europe, delivery times for a standard order range from 6 to 10 business days.

Orders containing a personalized product may take up to 14 working days, and up to 45 working days for an order containing a spare part.

Mix & Match and personalized product orders - being made-to-order products - require an average delivery time of 45 days (variable depending on quantities).

Delays may occur for reasons beyond our control. Delivery time depends primarily on the carrier.

Please note that our workshops are closed twice a year: 3 weeks in August and 1 week at the end of December. Order processing times are longer during these periods.

Once your order has been placed and processed by our logistics department, you will receive an email confirming shipment, along with a tracking number.

Depending on the carrier you have chosen, you can track your package by indicating it here:

With Colissimo:  https://www.laposte.fr/outils/suivre-vos-envois?code=@

With GLS:  https://gls-group.eu/FR/fr/suivi-colis?match=@

You can choose between two types of delivery:

• GLS France home delivery with tracking number and signature required upon receipt
• Colissimo to a collection point or home delivery with signature required
• DPD at a collection point

You will receive a tracking number from the carrier, allowing you to track your package on their website. You will automatically be notified by email the day before your package is delivered. For deliveries to a pickup point, you will be notified by email and/or SMS as soon as your package is available at your chosen location, and you will then have 10 days to collect it.

Here is the list of countries to which we deliver: Germany, Belgium, Spain, France, Hungary, Italy, Luxembourg, Monaco, Portugal, Republic of Ireland and Slovenia (excluding the Azores, Madeira, the Balearic Islands, the Canary Islands and the Italian islands). We do not deliver to any other countries.

Although we don't ship worldwide, we have several hundred retailers located in these countries. You can contact service@emilehenry.com , who will direct you to the appropriate contact person, or use our store locator directly.

Your order may consist of multiple packages, and their delivery may be staggered over 2-3 days. Thank you for your understanding.

We cannot combine two orders placed separately. Shipping fees will therefore apply to each order.

If delivery times are exceeded, you can contact the carrier with your tracking number and/or our Customer Service on this page.

Please check the condition of the package and its contents in the presence of the delivery driver, if possible. If the product is damaged, note any damage on the delivery slip, refuse delivery, and report it to Emile Henry within 24 hours via this page.

Indeed, returns are possible for the majority of our products. This does not apply to customizable products or products in the Mix & Match range.

After completing our form here, you will need to return the item to us, at your own expense, within 14 days, in the same condition as when you received it, unused, with the original packaging and label, a copy of the invoice, in the same or similar carton (except for personalized products and the Mix & Match range).

To process your request, we will ask you to send us proof of shipment. Once we receive your package at our warehouse, we will check the condition of the returned item and issue a refund.

Shipping costs paid at the time of order will not be refunded.

In the event that the purchase was made with a promotional code, we will refund the amount proportional to the total spent after the discount.

We do not offer exchanges. If you wish to exchange an item, you must request a return and purchase the desired item again from our website.

Depending on your bank, once the refund has been processed by our Accounting department, you will receive it within 7 to 10 business days.