About FAQs

FAQs

FAQ catégories

COVID-19 Orders Delivery in France Delivery in Europe Cold chain Recycling Health

COVID-19

Do you deliver contactless?

Our partners' delivery teams deliver to the door with no signature required. Our delivery people are employees and we support them by exclusively choosing to work with service providers like DHL, protecting their employees and offering the best health safety guarantees to their teams. The packages are protected and can be disinfected on arrival on the outside by the recipient, if they wish. If you would like more information, do not hesitate to contact us by email at bonjour@cella.co or by telephone at +33 (0)1 76 44 08 76 or by Messenger.

Can I leave specific delivery instructions?

Yes, we recommend that you provide us with as many details as possible in the form (address, code, floor, presence or absence of elevator, door, drop-off location) when placing an order. To complete this, you can also indicate other details in “special instructions” and also specify these to our carrier from the day of receipt of the SMS by accessing the linked information page. Using this page you can tell our carrier your wish for a shorter delivery window that suits you and/or provide further details if necessary.

For people living in areas that are difficult to access or isolated in the countryside, do not hesitate to share a corresponding GPS position in the instruction to avoid any delay in delivery.

If in doubt, do not hesitate to contact us by email at bonjour@cella.co or by telephone at +33 (0)1 76 44 08 76 or by Messenger. We will make our best efforts to provide you with a successful delivery experience.

Do you deliver to people who are self-confined or in quarantine?

Yes of course. Please specify this when ordering. When the delivery person contacts you by telephone at the time of delivery, you can also specify this so that the delivery is made to your door, door closed. If you would like more information, do not hesitate to contact us by email at bonjour@cella.co or by telephone at +33 (0)1 76 44 08 76 or by Messenger. We will make our best efforts to provide you with a successful delivery experience.

Orders

What is the deadline for ordering?

Producers need a little time to prepare the best fresh produce. Orders received before noon are shipped the same day and sent for next day receipt Monday through Thursday. Orders sent from Thursday noon will be shipped on Monday to ensure the greatest freshness of the products received.

Do you have a minimum purchase?

For France, the minimum purchase is €60 and express delivery is offered from €79 in mainland France to the addresses where we deliver. For other member states of the European Union, the minimum purchase is €100 and delivery is charged 25% of the total purchase amount. If you would like more information, do not hesitate to contact us by email at bonjour@cella.co or by telephone at +33 (0)1 76 44 08 76 or by Messenger.

Do you have purchase limits on certain products?

Yes, some products are in limited quantities so that we can ensure that this product is in stock for as many customers as possible. You are informed of these limits at the time of purchase. These limits may change. If you need a product in a larger quantity than what is offered to you, do not hesitate to contact us on +33 1 76 44 08 76 on this subject.

Can I have a missing product re-delivered?

If you have not received an item, it was not available at the time of shipment. Unfortunately, we will not be able to make a replacement or return missing products after delivery. We will contact you before shipping to offer you a replacement. In the event of no response from you, we may be required to make a substitution as close as possible to the original product. If a product is ever missing from your delivery without our knowledge, please contact us on the day of receipt by email bonjour@cella.co with the order number.

Can I modify my order after payment?

No, once the order has been sent and paid, we do not allow it to be modified with the producers because the orders are prepared upon receipt of the orders. We only work with small producers and they must anticipate as much as possible to ensure product availability. We are working to develop our circuits to allow you greater flexibility.

Can I order in advance and choose a delivery day?

Yes it's possible. Simply contact us by email at bonjour@cella.co or by phone at +33 (0)1 76 44 08 76 or by Messenger once your order has been placed. We organize this!

Delivery in France

How much does transportation cost?

In mainland France, except remote areas, delivery is free from 79 euros of purchase. Below this amount, a cost contribution of 6.90 euros is charged. For other European Union countries, Cella charges 25% of the purchase amount. No profit is made on transport and this rate corresponds to the average transport cost. In France as for other member countries of the European Union, Cella offers the insulated box as well as the refrigeration packs. If you would like more information, do not hesitate to contact us by email at bonjour@cella.co or by telephone at +33 (0)1 76 44 08 76 or by Messenger.

Can I be delivered anywhere in France?

Yes, we deliver throughout mainland France with the exception of so-called remote areas and overseas territories. To check if our service is available to you, you can use the checker tool on the home page. For the rest of the European Union, you can also refer to the postal code check on the home page by indicating the country of destination before validating your postal code. If you are in a remote area and would like to receive products from small producers, you can contact us at bonjour@cella.co and we will do our best to ensure our delivery. Our team is also available by telephone on +33 (0)1 76 44 08 76 or by Messenger.

Can I have it delivered to work?

Of course. If you are ordering for a business address, please specify in the special instructions. Obviously check that the package can be received on the day and at the times selected.

Can I change my delivery date?

We advise you to avoid changing the delivery date to avoid any logistical problems or conservation of fresh products in the cold chain. If you would like to change your delivery date, contact us on +33 1 76 44 08 76.

Can I specify delivery times?

On the day chosen for your delivery, with the text message you receive from our carrier you can choose, depending on your location, more restricted delivery times.

I have an emergency, I cannot receive my package. What to do ?

Sometimes things don't go as planned. If you have an emergency situation, please call us on +33 1 76 44 08 76 or send us an email to bonjour@cella.co or a message via Messenger and we will do our best to help you. If you can tell the delivery person a safe location, don't hesitate to do so when they call you for delivery. However, you will not be able to modify the delivery address during the order.

Delivery in Europe

How do I check my delivery postal code before ordering?

It's very simple, to find out if we can deliver to you, before starting your basket, simply go to the home page to check your postal code. The 27 member countries of the European Union are served by our delivery service within 24 hours and up to 48 hours for certain destinations, with the exception of the overseas territories of the European Union and postal codes marked as remote areas. If you are in a remote or overseas area and wish to place an order, you can contact us at bonjour@cella.co or by phone at +33176440876 or by Messenger for assistance. We will make our best efforts to enable you to access the delivery of our products.

How much does shipping cost to EU?

The shipping amount is at the rate of 25% of the products purchased, with a minimum purchase of €100. So for 100€ of purchases you pay 125€ with express transport in 24-48 hours to your door of fresh products. This percentage corresponds to the actual average cost of shipping, including the weight and volume shipped, express, to all delivery destinations. Cella offers you the cold and insulated crate solution and has no profit on shipping costs. If you have any questions about our prices, contact us on +33 1 76 44 08 76 or by email at bonjour@cella.co or by Messenger.

How long will it take for me to be delivered?

Within 24 hours to the majority of destinations. In 48 hours for others. To ensure that these EU orders are delivered to your destination on time, European orders are shipped Monday to Wednesday only. If you encounter a difficulty or have a question relating to the delivery date, you can contact us at any time by email at bonjour@cella.co or by telephone at +33 (0)1 76 44 08 76 or by Messenger . We will do what is necessary to provide you with the best delivery experience.

What is the minimum order?

The minimum order is €100 for member countries of the European Union, excluding France. The difference in minimum order is due to higher shipping costs. If you have any questions about this minimum order, the sales team is at your disposal by email bonjour@cella.co or by telephone +33 (0)1 76 44 08 76 or by Messenger.

Can I change my delivery date?

We advise you to avoid changing the delivery date to avoid any logistical problems or conservation of fresh products in the cold chain. If you wish to change your delivery date, contact us by email bonjour@cella.co or by telephone at +33 1 76 44 08 76 or by Messenger.

Can I specify delivery times?

On the day chosen for your delivery, with the text message you receive from our carrier you can choose, depending on your location, more restricted delivery times. If, however, you encounter a difficulty, you can contact us by email bonjour@cella.co or by telephone +33 (0)1 76 44 08 76 or by Messenger and we will do what is necessary to support you and meet your needs.

I have an emergency, I cannot receive my package. What to do ?

Sometimes things don't go as planned. If you have an emergency situation, please call us on +33 (0)1 76 44 08 76 or email us at bonjour@cella.co and we will do our best to help you. If you can tell the delivery person a safe location, don't hesitate to do so when they call you for delivery. However, you will not be able to modify the delivery address during the order.

Cold chain

How do you transport fresh produce?

The products are transported in a reinforced insulated box designed for food or pharmaceutical transport. We use eutectic gel packs to ensure the continuity of the cold chain which must be between 0°C and 4°C. This transport solution allows products to be preserved for up to 96 hours while respecting the cold chain. Depending on climatic variations, our teams reduce or increase the quantities of eutectic gel packs in the refrigerated box. This mode of transport is the safest because it guarantees an uninterrupted cold chain, from our laboratories to your refrigerator. If you would like more information, do not hesitate to contact us at +33 (0)1 76 44 08 76 or write to us by email at bonjour@cella.co or by Messenger.

What is an Eutectic Gel Pack?

A eutectic gel pack or coolant pack is composed of a eutectic solution with a melting point of -21°C, solidifying at a temperature equal to or lower than -21°C. The freezing point directly influences the temperature restored: a pack of -21°C eutectic gel restores negative cold at -18°C while frozen water restores cold at +2°C. The Eutectic Gel Packs or Cooling Packs we use are composed of water and sodium chloride, which is non-toxic and biodegradable. We choose a supplier who is the global reference in the cold chain for proven reliability. In the package, we place these packs at the top of the package to provide total cold coverage for sensitive products. If you would like more information, do not hesitate to contact us at +33 (0)1 76 44 08 76 or write to us by email at bonjour@cella.co or by Messenger.

Recycling

How to recycle the insulated box?

The insulated box is recycled in the classic circuit corresponding to plastics. If you would like more information, do not hesitate to contact us at +33 (0)1 76 44 08 76 or write to us by email at bonjour@cella.co or by Messenger.

How to recycle Eutectic gel packs?

The eutectic gel packs or cooling packs that we use are composed of a 100% natural product based on water and sodium chloride, non-toxic and biodegradable. You can keep these packs for your personal needs or simply open them and empty them into your sink, taking care to recycle the plastic in the packaging in the appropriate recycling circuit. If you would like more information, do not hesitate to contact us at +33 (0)1 76 44 08 76 or write to us by email at bonjour@cella.co or by Messenger.

Health

Is your cooked or dried cold meats without nitrite salt?

Yes, all our cooked and dried cold meats have been nitrite-free since 2020. We use plant-based alternatives and acerola-based coloring with our butchers and cold meats. The cooked ham is without nitrite salt like all other cooked cold meats. Dried cold meats, from dried sausages to dried mountain hams, are guaranteed without nitrite salt. From July 2021, smoked cold meats, such as knacks or smoked pork ribs, will also be 100% without nitrite salt.

Do you use nitrite salt for smoked meats?

Yes again. Nitrite salt will be removed from July 2021 in the preparation of smoked cold cuts. A completely new manufacturing process has been developed and requires an expansion of premises, new equipment and training of teams to maintain artisanal quality while evolving preparation and conservation techniques. Work is underway. Currently, only a minimal percentage of nitrite salt is used. If you would like further information on these manufacturing processes or our alternative techniques, do not hesitate to contact us by email at bonjour@cella.co or by telephone at +33 (0)1 76 44 08 76 or by Messenger.

Another question ?

If you cannot find an answer to your question, customer service will answer you by email at bonjour@cella.co , by chat or by telephone via the contact section.

Monday to Sunday from 9 a.m. to 10 p.m.