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Support Policy Page
In force as of June 3, 2026
At MTSTORE, operated by French Deli Group LLC, our priority is to provide you with a seamless shopping experience and premium customer service. This Support Policy defines how we handle your assistance requests, claims, and questions regarding our products and your orders.
1. How to Contact Our Support Team
For any questions regarding a product, delivery status, a technical issue on the website, or to file a claim, our team is at your full disposal.
You can contact us exclusively through electronic channels:
By Email: contact@mtstore.fr
Contact Form: Directly via the dedicated contact page on our website.
To help us process your request as quickly as possible, please always include your order number and the email address associated with your customer account.
2. Response Timeframes
We commit to making our best efforts to respond to your inquiries as quickly as possible. Our support team reviews requests from Monday to Friday (excluding public holidays).
Indicative Response Time: Within 24 to 48 business hours.
During peak periods (holidays, product launches), this timeframe may be exceptionally extended, but we always ensure that no request is left unanswered.
3. Emergency Handling (Food Products)
Given the perishable nature of some of our food items, requests concerning products received damaged or non-conforming receive priority handling.
In the event of an anomaly with a food item (e.g., package damaged during transport), we invite you to contact us within 24 to 48 hours maximum following delivery, attaching clear photos of the issue.
4. Expected Conduct
We place great importance on our communication being conducted with mutual respect and courtesy. MTSTORE reserves the right to suspend support services or close a customer's account in the event of abusive behavior, insults, or threats directed toward our support team.
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