Terms & conditions

Terms & conditions

Date of last update: January 1, 2026

Please read these terms and conditions of sale carefully before ordering any products from our website. These terms and conditions of sale explain how we make our products available to you, how the contract can be terminated by either of us, and what you should do if you encounter any problems. If you do not agree to these terms and conditions of sale, you should not order any products from our website.

Scope of application

These general terms and conditions of sale apply between any natural or legal person wishing to acquire one or more products on the website www.emile-henry.com (hereinafter referred to as "the customer") and the company "Emile Henry", SAS whose registered office is located at  13 rue Georges de Vichy  in Marcigny (71110), with a capital of €2,635,000.00 and registered with the RCS of Mâcon under number 418 285 300.

Price

The applicable prices are those displayed on the website www.emile-henry.com for each product. They are similar to the prices generally found in physical stores. However, discounts may vary from one retailer to another. Prices are inclusive of all taxes, with the VAT rate applicable on the day the order is placed taking precedence. This rate may be changed at any time. Furthermore, Emile Henry reserves the right to modify its prices at any time; the applicable prices are those in effect at the time the order is validated. Prices do not include shipping and delivery charges.

Order and Validation

The customer must complete several steps before order confirmation. They must register on the website, or log in if they have already registered. Then, after selecting the desired items, the customer chooses the delivery method (GLS, DPD, or Colissimo), either to their home or to a collection point (see the delivery section for details). The final step consists of order confirmation and payment. Order confirmation implies full acceptance of these terms and conditions of sale, as well as the obligation to pay for the product.

Products and Availability

The products for sale are those presented on the French online store  www.emilehenry.com . Where possible, they are accompanied by a detailed description and a photograph. Emile Henry strives to ensure the highest possible accuracy in photographic quality; however, slight variations in color may occur.

Only products that are in stock can be ordered. However, errors may occur. In this case, we offer you the option to wait or we will process a refund for the order.

When a price display error on the site allows a product to be sold at a price that is too far removed from its real value, then Emile Henry reserves the right to refuse the sale. 

A purchase at a ridiculously low price is void according to the law (Article 1169 of the Civil Code). Emile Henry is therefore within his rights to refuse to sell a product at such a ridiculously low price.

Delivery 

Emile Henry uses the following delivery services for all its shipments in France related to the online store  www.emilehenry.com :

  • GLS France and Europe
  • Colissimo
  • DPD France

In Europe, in the countries listed below, parcels are shipped exclusively via GLS.

All deliveries within Metropolitan France and Corsica are guaranteed. Deliveries within Europe are guaranteed only in the following countries: Germany, Belgium, Spain, France, Hungary, Italy, Luxembourg, Monaco, Portugal, Republic of Ireland, and Slovenia.

Special case:

If your order contains more than twenty items, we can offer pallet delivery.


Any country not mentioned above is excluded from delivery.

Shipping costs vary depending on the country of delivery and the order amount:

  • In mainland France (excluding Corsica), shipping is free from Emile Henry for orders of €90 or more. For orders under €150, shipping costs will be a minimum of €4, depending on the chosen carrier, for deliveries within mainland France.
  • For deliveries to Corsica and the European countries listed above, shipping is free for orders of €150 or more. For orders under €150, shipping costs €19.

The customer will be able to track the progress of their package from the moment they receive the shipping notification.

In France, deliveries can be made within 3 to 5 working days (unless otherwise stated) from the date the order is placed.

In Europe, in the countries listed above, deliveries can be made within 6 to 10 working days from the date the order is placed.

Delivery time depends primarily on the carrier, and Emile Henry cannot guarantee a specific delivery date to the Customer. Furthermore, during holiday periods, summer closures, or lockdowns, this timeframe may be extended.

For any order including  one or more personalized products and/or products from the Mix & Match range, the delivery time for the entire order may be extended up to 45 business days (depending on quantity). The customer will be notified of the shipment of their package once our workshops have completed the engraving and/or production work. They will then be able to track the delivery progress.

For any order including a spare part, the delivery times of the order may be extended up to 45 working days.

The customer is asked to  check, if possible, the condition of the package and its contents in the presence of the delivery person . If the product is damaged, the customer must note any anomaly on the delivery slip, refuse delivery, and notify Emile Henry within 48 hours by providing a photo of the damaged product(s).

If the product received does not meet your expectations, you can first notify us and then return the package. Return shipping costs are the responsibility of the buyer, in accordance with the Hamon Law.

If more than 90 days pass after placing the order before receiving the package, the customer can cancel the contract with Emile Henry and be refunded without any penalty.

If the product received does not meet the customer's expectations, please send, within 14 days of receiving the package, a message through the form on our "Contact Us" page specifying the reason for the return (change of mind or withdrawal, preparation error, defective product).

For more information, please visit our "Deliveries & Returns" page.

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 chosen, you can track your package by indicating it here:

If the customer does not collect their order from the collection point within the specified timeframe (5 to 7 days), the package will be automatically returned to us. To have it reshipped to the customer's address, they will have to pay the shipping costs (€7.50 for France). They then have 30 days to pay these costs. After this period, the order will be restocked, and the customer will receive a voucher for the equivalent amount of their order, valid for 2 months on our website www.emilehenry.com.

Payment

Payment can only be made via Paypal or by credit card (CB, Visa, Mastercard, American Express, Apple Pay).

Regarding cards, Emile Henry uses the PayPlug payment platform . All data transfers and data are secured via SSL (Security Socket Layer) encryption. They are never stored on the Emile Henry platform.

Returns and Refunds

The customer has 14 days from receipt of the order to withdraw from the purchase (except for personalized and Mix & Match products), or, if your order includes multiple products shipped separately, from the delivery of the final product(s) completing your order. This must be done using our withdrawal form on our "Contact Us" page, selecting "Product Return" as the subject of the request. Return shipping costs are the responsibility of the buyer. The package must be returned in perfect condition in its original packaging with a copy of the invoice to the following address:

Return Service

Emile Henry

13 rue Georges de Vichy

71110 Marcigny

Upon receipt of the package, if the item is in perfect condition, the customer will be refunded within 14 days, directly to the card used for payment. Returns sent collect or cash on delivery are not accepted.

Returns related to personalized products/Mix & Match range

Personalized products and those in the Mix & Match range are created exclusively for you; we do not accept returns of personalized products except in cases of manufacturing defects. Therefore, Mix & Match and engraving orders are non-refundable. If your personalized product has a defect, please contact us through our "Contact Us" page.

Returns related to "Second Choice - Imperfect" products

Imperfect/Second Choice products cannot be exchanged solely on the grounds of cosmetic defects. However, they are guaranteed for 10 years against thermal shock, just like our other products.

Warranty / After-Sales Service

For full details about our guarantee >

Emile Henry ceramic products are guaranteed for 10 years, with the exception of products in the Delight range, which are guaranteed for 5 years, for domestic use only. Accessories made of steel, wood, or fabric are not manufactured in Emile Henry's workshops and are covered by a 2-year guarantee. Changes to the guarantee period are not retroactive.

If the product is defective during use, the customer can call or visit an Emile Henry retailer. If the problem is covered by the warranty, the package can be returned to the following address with a copy of the invoice. Return shipping costs will be reimbursed. 

Providing a purchase invoice is mandatory for us to open a file.

After-Sales Service

Emile Henry

13 rue Georges de Vichy

71110 Marcigny

Emile Henry will send the customer an identical product as soon as possible (subject to available stock).

Ban on sales outside the network

Emile Henry products are an integral part of a distribution network and are not intended for distribution outside of it. Therefore, it is forbidden to receive, purchase, or sell Emile Henry products for the purpose of reselling them outside of our network.

Intellectual property

The logos, photos, images, illustrations, comments, recipes, and everything else presented on our website  www.emilehenry.com  are protected under intellectual property law. Any reproduction, in whole or in part, of the  www.emilehenry.com website  is strictly prohibited.

Responsibility

Emile Henry, for all stages of a sale on its online store  www.emilehenry.com , is only bound by an obligation of means. Any changes to the proper functioning of the site caused by the internet network, including service interruptions, external intrusions, or the presence of computer viruses, or any event considered force majeure under applicable law, are not the responsibility of Emile Henry.

Modification of the general terms and conditions of sale

Emile Henry reserves the right to modify these general terms and conditions of sale at any time, the applicable terms being those in force at the time the order is placed.

Protection of personal data

Emile Henry collects from customers only the data essential for the proper execution of the sale and delivery. This data is protected by secure access. Emile Henry undertakes not to transmit it to any third party without the customer's prior authorization.

In accordance with the French Data Protection Act of 6 January 1978, you may at any time exercise your right to access, rectify or withdraw this data by contacting us via our "Contact Us" page.

Archiving, proof

The computerized records kept by Emile Henry will be considered by the parties as proof of communications, orders, payments and transactions between the parties.

Applicable Law / Dispute

These terms and conditions of sale are governed by French law. In the event of a dispute, and after attempting to reach an amicable solution, the French courts shall have exclusive jurisdiction.

In accordance with the decree of August 20, 2015, all consumers have the right to free access to a consumer mediator for the amicable resolution of a dispute with a professional. Emile Henry has chosen the mediation organization VIVONS MIEUX ENSEMBLE,  2 impasse de Beauregard, 54000 Nancy, France. Tel: +33 9 56 43 04 09 / www.mediation-vivons-mieux-ensemble.fr

European online dispute resolution platform: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=FR

Other information

Bloctel is the national opt-out list for telemarketing calls. Any consumer can register for free to stop receiving unsolicited calls from businesses with which they have no current contractual relationship, in accordance with Law No. 2020-901 of July 24, 2020, which aims to regulate telemarketing and combat fraudulent calls. More information is available at http://www.bloctel.gouv.fr/

Special mention: in-store delivery (Click & Collect)

1. THE "CLICK & COLLECT" ORDER

1.1 - Ordering Process

Orders are placed exclusively through the website shop.emilehenry.com by clicking the "Order" button. Ordered products can only be collected from the "Collection Store" selected during order confirmation. Product availability is governed by the procedure described below.

1.2 - Customer Identification on the Site

To place an order via the Website, the Customer must first identify themselves by providing their contact information. Once identified, the Customer can log back in using a username consisting of their email address and a password of their choosing. They can change their password at any time in their customer account. The username is strictly personal and must be kept confidential. The Customer expressly acknowledges that entering their username constitutes identification.

1.3 - Order completion - double click

Once the customer has entered their username and password, and after reading and accepting the Terms and Conditions, the customer places their order (1st click), checks the contents of their order, corrects any errors and confirms their order with a second click (2nd click), in accordance with the provisions of Articles 1369-1 to 1369-6 of the Civil Code.

Order Confirmation by the Pickup Store: Within 2 to 5 days of placing the order (subject to store opening hours), the store chosen by the customer (the Pickup Store) will confirm the order and product availability by email. The order is then final and binding, and the customer can pick up the products within 48 hours or more, under the conditions set out in the article below. The customer is strongly advised to keep this order confirmation email, which includes the order number. This email will be required if the customer requests an exchange.

1.4 - Proof of transaction

The computerized records, stored securely in Emile Henry's computer systems, will be considered proof of communications, orders, and payments between the parties. Order forms and invoices are archived on a reliable and durable medium that can be produced as evidence.

2. PRICING CONDITIONS

2.1 - Currency - VAT - other taxes

The prices shown on the Site are in euros (€) inclusive of all taxes. The applicable VAT rate is the French rate of 20% for all Products except food and books, for which the VAT rate is reduced to 5.5%. In the event of a change in the French VAT rate, the prices inclusive of all taxes will be adjusted immediately, without prior notice.

2.2 - Changes to tariffs

The Pickup Store may change its product prices at any time. However, these changes will not apply to orders once a valid sales contract has been formed. Our product and price offers are valid as long as they are displayed on the website, except for special offers whose validity period is specified on the website. All prices shown include VAT and are valid only in Metropolitan France. Each store sets its own prices. Customers are advised to check the availability of items for sale on each product's information page.

2.3 - Processing fees

No processing fees will apply to the price of Products ordered for in-store pickup.

3. PAYMENT

3.1 - Booking the product on the website is completely free: payment is made online for an amount representing 100% of the price.

3.2 - Online payments are made by credit card (Visa and MasterCard issued in France). The Customer guarantees to the Pickup Store that they have the necessary authorization to use the payment method chosen when validating the order. The Pickup Store reserves the right to suspend all order processing and availability in the event of a payment authorization refusal by officially accredited organizations or in the event of non-payment. The Pickup Store reserves the right to refuse to fulfill an order from a Customer who has not fully paid for a previous order or with whom a payment dispute is being processed.

3.3 - The Collection Store may implement an order verification procedure to ensure that no one uses another person's bank details without their knowledge. As part of this verification, the Customer may be asked to email the Collection Store a copy of their identity document and proof of address. The order will only be validated after receipt and verification of the documents sent.

4. PROVISION

Upon receipt of the confirmation email sent by the store, the products are available for collection at the store chosen by the Customer. The Customer can then collect the products at the store selected during the online reservation process and during that store's opening hours.

5. RIGHT OF WITHDRAWAL AND PROCEDURES FOR EXERCISING THIS RIGHT OF WITHDRAWAL (Art 221.18 – Art 221.5 of the Consumer Code)

In accordance with Articles L 221-18 et seq. of the French Consumer Code, the Customer has 14 (fourteen) days from the date of collection of the order in store to return, at their own expense, any Product(s) that do not meet their expectations. If this period expires on a Saturday, Sunday, or public holiday, it is extended to the next working day.

In the case of an order for several goods delivered separately or in the case of an order for a good consisting of multiple lots or pieces whose collection in store is staggered over a defined period, the period runs from the day after receipt of the last good or lot or the last piece.

Contracts not covered by the right of withdrawal: The right of withdrawal cannot be exercised in the case of contracts for the supply of goods made to the consumer's specifications or clearly personalized (example: engraved product).

Terms and conditions for exercising the right of withdrawal 

The Customer may exercise their right of withdrawal without having to justify their decision and without incurring any costs other than the return shipping costs. The Customer must inform the Merchant of their decision to withdraw by sending, before the expiry of the fourteen (14) day withdrawal period, the withdrawal form received with the order confirmation (using the template attached below) or by any other unambiguous statement expressing their intention to withdraw. The burden of proof regarding the exercise of the right of withdrawal rests with the Customer.

Product returns 

All returns must be made using the return procedure as defined in Article 9 below. Only Products returned complete (including accessories) and in perfect condition for resale will be accepted. Any Product that has been damaged or is no longer suitable for resale will not be refunded or exchanged. The Product must be returned in its original packaging when this is essential for resale (examples: presentation boxes, fabric bags, instruction manuals); the shipping packaging may be changed if it is not essential for the product's return. Any Product that has been altered at the Customer's request (marking, engraving, adjustment, etc.) will not be refunded or exchanged. The right of withdrawal may be exercised without penalty, except for return shipping costs, if applicable. The store from which the return is received undertakes to process the refund without delay and at the latest within 14 (fourteen) days of the date on which this right was exercised.

Refund 

When the right of withdrawal is exercised, the collection store is required to reimburse the customer for all sums paid, excluding return shipping costs. The collection store may withhold reimbursement until the goods are received or until the customer provides proof of shipment. The refund will be issued by the collection store using the same payment method the customer used for the initial transaction.