Frequently Asked Questions and Support
Got a question? If you can't find the answer, whistle us !
How to best enjoy the benefits of your infusions and teas?
Infusion is an art form! Our plants are selected and then cut so that their flavors and beneficial qualities are optimally diffused. For each infusion and tea, our master infusers advise you on the appropriate temperature and ideal infusion time. Discover all the tasting tips for each of our recipes in our shop.
Are your infusions and teas organic?
At Les 2 Marmottes, we love organic farming, as long as it meets our quality standards. For our partner farmers, labels aren't an end in themselves. We prefer a high-quality, non-organic plant grown by a small, passionate producer to an organic plant that doesn't meet our standards. What matters to us are the plants' taste and benefits.
But at Les 2 Marmottes, whether organic or not, we like to do things properly! All our infusions are subject to a microbiological and chemical control plan, particularly in terms of pesticide detection, regardless of the product's origin. These controls are carried out by independent laboratories, which guarantee the identification of the plants (variety and species) and the absence of more than 500 undesirable molecules, including pesticides and heavy metals.
Today, 1/3 of our recipes are made from 100% certified organic plants. Find our organic teas and infusions (recipes certified by the FR-BIO-15 organization) on the dedicated page.
Do your infusions contain gluten?
Our infusions and teas contain no traces of gluten. You can drink our gluten-free herbal teas with peace of mind!
Why don't your tea bags have strings?
No strings attached, because we like to be rebels!
More seriously, the strings on our infusions and our teas have never existed.
And for fairly simple reasons: strings are made from cotton, which consumes a lot of water and retains pesticides. Adding more would likely require the use of glue, labels, and/or staples. A need that is not in line with our values!
Concerned about our environment, we are committed to taking care of it and respecting our planet, by reducing the amount of packaging in our products and eliminating unnecessary components.
Is your packaging recyclable?
At Les 2 Marmottes, we want to leave as little trace as possible behind us. Our boxes and gift boxes are made in France from recyclable cardboard. Our outer envelopes are made of a film-paper complex, the only barrier currently available on the market to preserve the flavor qualities of your favorite infusions.
However, we are actively working to find technical solutions to free ourselves from plastic in our outer packaging, while maintaining optimal preservation and freshness qualities. Word from the groundhogs: in a few years, we will loudly proclaim that our packaging is "zero plastic".
How to open the overwraps without damaging the infusion bag?
Our protective overwrap is perforated at both ends of the horizontal seal, making it easier and easier to open the bags.
This may seem trivial to you, but we recommend that you shake the over-envelope containing the sachet, in order to press it firmly down, thus freeing up more space to tear the over-envelope without risking damaging the sachet.
Are your infusions suitable for children?
At Les 2 Marmottes, we don't forget anyone. Little ones get their own infusion time too! We've also created a recipe just for them: Yodie, Au lit les Marmots, ideal for the evening; this is so that young and old can brew according to their desires!
On the other hand, we recommend avoiding products containing caffeine, which can be a stimulant, as well as overly spicy flavors that may put off younger people.
However, do not hesitate to ask your doctor for advice before giving any infusion to your children.
Are your infusions suitable for pregnant women?
Generally speaking, pregnant or breastfeeding women are not advised to consume herbal infusions.
However, certain plants like fennel are known for their digestive properties, particularly for pregnant or breastfeeding women.
At Les 2 Marmottes, we take your health and well-being seriously! We therefore encourage you to seek advice from your doctor, who will be better able to inform you about any possible contraindications and reassure you!
Are your infusions available in bulk?
At this time, we do not wish to offer infusions or loose teas, because the plants lose their flavor qualities when exposed to air. This is why we package our infusions in tea bags and protect them in suitable outer envelopes. Tasting, selecting, checking, cutting, sifting, blending, and preserving... Infusion is an art in itself.
You can find a "bulk sachet" (i.e. the sachets without the boxes) here
Is there an advent calendar with Les 2 Marmottes teas and herbal teas?
Les 2 Marmottes does not offer an Advent Calendar.
On the other hand, we are always happy to see the terrier's teas and herbal teas featured in Advent calendars to make yourself and reuse every year.
Our discovery box, with its 30 different tea bags, is ideal for filling your Advent calendar with a different herbal tea bag for each day before Christmas.
For DIY enthusiasts, the tutorial for making your own tea advent calendar is here!
How long does it take for my order to be prepared?
At Les 2 Marmottes, everything is homemade, from plant selection to product shipping. All orders leave our workshops in Bons-en-Chablais. We prepare and ship your package within 48 business hours of payment confirmation. Please allow the usual delivery time of your chosen carrier to deliver your package.
How is my order delivered?
Your package will be delivered to you in person or delivered to your mailbox. If it is too large for delivery to your mailbox, it will be made available to you at your local post office. You have 10 business days from the date your package arrives at the post office to collect it. After this period, it will be returned to us. In all cases, you will be notified by email 24 hours before your package is delivered.
The indicative home delivery times are 48 hours (2 working days for deliveries to mainland France, including Corsica and Monaco).
Is it possible to have my order delivered to a post office or relay point?
You can actually choose the post office where you want your delivery to be made, without your postman having to come to your home first.
You can also choose to have your delivery delivered to one of the many pickup points at a retailer near your home, workplace or holiday location; to a pickup station (locker room); or to a Pickme Voisin-Relais (private individual).
You will then be informed of the availability of your package by SMS and email, with a collection slip allowing you to come and collect it within 10 working days. After this period, your package will be returned to the sender and will return to the burrow.
You can view the list of pickup relays here .
You can view Pickme (Neighbor Relay) information here
In Metropolitan France (including Corsica and Monaco), delivery costs are free from €40 of purchases for individuals and from €100 excluding VAT for professionals, excluding express delivery and exceptional operations that may be offered.
Is it possible to have express delivery?
For mainland France, you can choose Chronopost Express delivery from Monday to Friday, excluding public holidays.
For orders validated before 11:00 a.m., delivery the next day before 1:00 p.m. to your home (€9.90 incl. tax) or to a Chronopost Pickup relay point (€4.95 incl. tax).
This delivery method is not available for orders paid by check or bank transfer.
Where can I find the tracking link for my package?
The carrier will send you the tracking link for the package by email once it has been collected from the sorting center.
Didn't receive an email? It may have ended up in your spam folder.
The tracking link is also available via your customer account: from the "My Orders" section, access the details of your order, the link is indicated under the delivery address.
This is a gift, will there be an invoice in the package?
We don't include paper invoices in packages, so there's no risk that the recipient will see the amount of their gift!
Where can I find the invoice?
You can find your invoice in your customer account 1 to 2 working days after delivery in the "Invoices and credit notes" tab.
My package was not delivered to the collection point chosen when ordering
The management of relay points is the sole responsibility of the carrier.
It may happen that a collection point is saturated or temporarily inaccessible , particularly during the holiday season, in which case the carrier may redirect the package to a different relay point than initially planned. Once delivery has been made, we are unfortunately no longer able to change the location of receipt of your order.
If you cannot retrieve it, the package will be automatically returned to the burrow: the marmots will reship it to you or refund it, depending on your preference.
My package is shown as delivered, but I haven't received it
In the case of home delivery, it is possible that the carrier has entrusted the package to a neighbor.
The location of the package can be confirmed by contacting the carrier's customer service, providing the package tracking number:
- Colissimo: call 3631 (free number)
- Chronopost: call 09 69 391 391 (non-premium rate call)
Whistle the marmots so we can investigate the carrier.
My package arrived damaged or its contents were damaged
If upon delivery by the postman or upon receipt at the collection point , you notice that the exterior of the package is damaged, you can either:
- refuse the package without opening it: it will be returned to the burrow, and the marmots will reship it to you or refund it according to your preference.
- receive it, making reservations: the postman or the collection point will record them.
If upon receipt of the package in the mailbox (or from a neighbor or caretaker), you notice that the exterior of the package is damaged, do not open the package and return it to a post office no later than the next working day so that it can be returned to the burrow.
If after opening the package you notice that the items inside are damaged , whistle for the marmots.
What payment methods are offered?
We offer the following payment methods:
- Secure CB/Mastercard payment: after validation of your payment by your bank, we validate the order immediately and it will then be prepared.
- Payment by check: we prepare your order upon receipt of your payment.
o To the order of Les 2 Marmottes
o Send the check to Les 2 Marmottes - ZI les Bracots - 185 rue des Tanières - 74890 BONS-EN-CHABLAIS
- Payment by Apple Pay: this payment method is only available to users of Apple brand hardware with the Safari browser and who have registered a bank card in their wallet.
- Payment by e-gift card (temporarily unavailable while our partner carries out a technical update)
- For professionals in France only , payment by transfer from €50 excluding VAT: we prepare your order as soon as we receive your transfer.
Is payment secure?
When paying by bank card, you benefit from the security system.
The transaction takes place directly between you and our bank's solution, renowned for its reliability in online transactions. Providing your credit card number on our store is safe. The site uses a secure procedure, recognizable by two indicators:
- A small padlock on Internet Explorer, a key on a blue background or an open padlock that closes on Mozilla Firefox or another browser at the bottom of your screen.
- The http:// in the website address becomes https:// (“s” stands for secure). The information is encrypted and therefore protected before being transferred over the Internet.
No credit card number is stored at Les 2 Marmottes, the transaction and entry of the card number being done directly on the secure server.
How do I make a payment with Apple Pay?
This payment method is only available to users of Apple hardware with the Safari browser and who have a credit card saved in their wallet. Select the "Apple Pay" payment method and click the Apple Pay button that appears to connect to the credit cards saved in your wallet.
New to Apple Pay? Check out Apple's FAQ
How to pay with an e-gift card?
Only e-gift cards previously purchased through partner distributors can be used. Click "Redeem a gift card" at checkout, and enter the gift card number and PIN in the window that appears.
Update September 2025: Payment by e-gift card is temporarily unavailable while our technical partner updates its software.
Where to find Les 2 Marmottes?
Since their beginnings in Haute-Savoie in regional stores, Les 2 Marmottes have come a long way! Our products are now available in supermarkets throughout France. Contact us to find out which stores nearest you sell our infusions.
All our infusions and teas are also on sale in our online store www.les2marmottes.com .
Would you like to offer Les 2 Marmottes in your establishment?
Would you like to sell Les 2 Marmottes infusions and teas? Contact us using the contact form; we will be happy to answer all your questions!
Restaurateurs, hoteliers, tea rooms, guest houses… If you too would like to offer Les 2 Marmottes to your visitors, please note that our wooden boxes are particularly well suited to this little attention. You can also order all our references individually on our online sales site or by contacting us via the contact form, we will be happy to answer all your questions!
Do you have an offer for professionals?
Yes, find all the information for professionals right here
How to partner with Les 2 Marmottes?
For any partnership inquiries, please feel free to send us a message via our dedicated form. It will arrive directly at our burrow, and we look forward to discussing it with you.
How to contact customer service?
At Les 2 Marmottes, we do everything we can to pamper our customers. For any questions about the status of your order, please feel free to send us a message via our dedicated form. There are no robots in the burrow; the form will allow you to connect with a (human) marmot.
Do not respond to order confirmation emails to contact the marmots, they are automatic and your message may not reach us.
Customer service is not available by phone; if you do not have internet access, please do not hesitate to send us a letter by post to LES 2 MARMOTTES SAS CS 10018 Zone Industrielle des Bracots 185 rue des Tanières 74890 Bons-en-Chablais.
What to do in the event of a complaint?
Got a problem? Whistle! For any complaints, anomalies, or delivery issues, please send us a message using our dedicated form.
Is it possible to have samples?
We love it when we spoil you, when we make you happy!
To introduce you to our range, check the box "I would like to receive samples with my order" in your shopping cart and the marmots will slip some bags into your package. Which ones? It'll be a surprise!
Want to try a specific flavor? We offer 5-pack samples for €1.
Find them in the basket section under "Discover our other flavors".
I can't find a Les 2 Marmottes infusion or tea
Can't find a product in store? The entire range of Les 2 Marmottes teas and infusions is available online here.
Looking for tea? This way!
Want to see what's new? Check out this page
Want to find the nearest store selling your favorite herbal tea? Whistle us!
Some infusions and teas have been permanently discontinued; you can find a list here. If you'd like advice on finding an infusion with a similar taste, contact the marmots.
How are the winners of the competitions announced?
When Les 2 Marmottes organizes competitions, the winners will be contacted directly by email or private message via social networks once the draw has been made.
Please note: Fake contests are currently circulating on various social media platforms, imitating the Marmottes website and requesting bank details and/or personal information. We recommend that you do not follow the links or share them with others. Thank you for your vigilance. If you believe you are the victim of an online scam, you can contact the Info-Scams hotline at 0 805 805 817 (freephone, available from 9:00 a.m. to 6:30 p.m., Monday to Friday).