If your complaint concerns a defective product, please attach a photo of the product (box or bag) so that the quality department can investigate.
Claim
A defective item, a problem with your package?
The customer service team will respond to you by email within 1 business day, from 9 a.m. to 5 p.m. French time, Monday to Friday (excluding weekends and public holidays).
We speak French, Marmot, English (with a French accent), a little Spanish and Italian. For other languages, we do our best ;-)
There are no robots at the burrow; the form will allow you to contact a member of the burrow team. You're talking to a person, even through a form: a quick "hello" and a little courtesy will always please the groundhog in question.
FAQ
I have not received my order
The Marmots preparers will ship your package within 2 business days. Delivery times then depend on the chosen carrier.
The carrier says the package has been delivered, but you haven't received it? The delivery person may have given it to a neighbor, a caretaker, a roommate, etc.
If this is not the case, the location of the package can be confirmed by contacting the carrier's customer service. Have the package tracking number available, which you will find in your account.
Where can I find tracking information for my package?
Directly in your account, in the shipping confirmation email sent by the marmots, or in the tracking email sent by the carrier.
If you have not received an email with the package number, check your spam folder; confirmation emails sometimes end up there.
Where can I find the batch number of a product?
The quality department marmots need a batch number to process any complaints regarding our products.
The marmot boxes, tins and bags bear a batch number beginning with FB.
This one is located:
- below the boxes and cases near the barcode
- on the back of the sachets, under the composition.
Is customer service available by phone?
Customer service marmots can only be reached via the contact forms, chat and emails mentioned on the burrow's website.
You will be in direct contact with a member of the burrow team, who will respond to you quickly.