HAVE YOU GOT A QUESTION OR A PROBLEM? PLEASE TELL US! OUR FAQ FILE WILL GIVE YOU ALL THE ANSWERS TO YOUR QUESTIONS.

I - PRODUCTS & REFERENCES TO THE MICHELIN GUIDE

1. The products


MICHELIN Guide Sticker
> Sticker to affix on the window of your restaurant
> Electrostatic and repositionable sticker
> The distinction obtained in the 2020 MICHELIN Guide does not appear on the sticker.
> The name of your restaurant does not appear on the sticker.
> Size: 6,3'' in diameter
> Delivery time: 15 days

MICHELIN Guide Plaque
> Plaque to hang outside, at the entrance of your restaurant
> Enamelled, curved and weather resistant plaque
> The distinction obtained in the 2020 MICHELIN Guide appears on the plaque
> The name of the restaurant does not appear on the plaque
> Mounting kit included
> Size : 9.8" x 9.8"
> Delivery time: 15 days

Customised 2020 MICHELIN Guide
> Customised guides with your restaurant logo on the cover
> Minimum order: 20 guides
> After your order of guides, you will be contacted for the recovery of your logo.
> If you do not have a logo, it is possible to write the name of your restaurant on the cover.
> Delivery time: 15 days after validation of the press proof

Communication kit
> Set of logos and visuals to download to highlight the selection of your restaurant in the 2020 MICHELIN Guide.
> This kit includes:
- 3 e-labels for your website
- 1 visual for a post on Facebook/Instagram
- 1 Facebook cover
- 1 Instagram story
> This communication kit will be sent to you by email after ordering on our online shop.
> Kit accompanied by a guide of good practices when referencing the MICHELIN Guide.

Customised Bragard jackets - 3 available models:
> POWER (white):
Men kitchen jacket. Reverse collar. Press-stud fastening concealed under placket.
Long sleeves with Napolitan cuffs. Pen/thermometer pocket on left sleeve.
100% Cotton (Nano Tech.) / Water repellent fabric / Easy iron.
Size: from 34 to 52
> BAKIO (white):
Men’s chef or service jacket-shirt. Handmade fabric-covered buttons.
Musketeer cuffs fastened with matching cuff links. Rounded hem. Stripes in matching white tones.
60% Cotton - 40% Polyester
Size: from 34 to 52/54.
> BELLAGIA (white):
Ladies’ shirt-type chef’s jacket. Waisted cut. With saddle stitch trim.
Button-down shirt collar. Placket with concealed press stud fastening. Princess seaming on front and back.
Long sleeves with turn-back cuffs and button hole trimmed with piping. Pen pocket on left sleeve.
100% cotton.
Size: from 6/8 to 22/24.
>Your jacket will be customised with:
-the distinction of your restaurant and the mention "MICHELIN 2020"
-the name of your restaurant (18 characters maximum)
-the surname and forename of your choice (18 characters maximum)
After your order, you will be contacted for the recovery of customisation information.
Delivery time: 3 to 4 weeks after validation of the press proof.
Warning: no return will be accepted in case of size error. Please consult the size chart before ordering a jacket.

2. References to the MICHELIN Guide

Would you like to mention your selection in the MICHELIN Guide 2020?
Find the good practices when referencing the MICHELIN Guide here.

II - ORDER / INTRA-COMMUNITY VAT / INVOICING

1. My establishment has been selected by the 2020 MICHELIN Guide, but I can’t see it in the list. What can I do?

Check that you have correctly typed in the name of your establishment as it is indicated in the 2020 MICHELIN Guide. If you still can’t find your establishment after checking you have typed in the correct name, please contact us using the form and select the following reason "Identification problem with my establishment".
If your establishment has changed its name since the release of the 2020 edition of the MICHELIN Guide, try filling in the old name to find it in the list. In this case, remember to enter the new name of your establishment when entering the delivery address.

2. The delivery address corresponding to my establishment is incorrect/incomplete, how can I modify it?

You can modify your delivery address when placing your order, after selecting your products and validating your shopping basket.
To do this, simply click on the "Incorrect address?" button next to the address displayed by default.
The fields then become editable, allowing you to enter your new information.
Then, confirm your modifications by clicking on the "Send the correction" button. A confirmation sentence appears. You can then continue your order.
Note: The new address will be validated by the MICHELIN Guide teams. The update will be done within a maximum of 3 days.

3. I can’t order, what shall I do?

Check that you have correctly filled in all the mandator fields.
If all the fields are correctly filled in and you still can’t manage to order, please contact us using the form and select the following reason: “Order impossible”.
If you are having a payment problem, select the “Payment problem” reason.

4. Is my payment secure?

The payment is entirely secure thanks to the on-line payment system of our banking partner Adyen. The data forwarded to our bank is entirely coded, thus ensuring that it is illegible. None of your data is stocked on our servers and we never have access to your bank details.

5. How can I pay for my order?

Payment for your order is exclusively via our order page on our website.
Bank card is the only accepted payment method.
The following bank cards are accepted:
- Visa
- Maestro
- Mastercard
- American Express

6. When will my account be debited?

The platform accepts all bank card payments subject to authorisation by your bank. Your bank card debit will take place according to your bank card's normal conditions.

7. How do I know if my order has been properly processed?

At the end of your order, if the payment information entered is correct, you will receive a confirmation email of order at the email address indicated by you when placing the order. This confirmation consists of a summary of the products ordered and the amount paid.
Then, whatever your payment method, after authorisation by your bank, you will receive a confirmation email of payment. This will inform you that your payment has been accepted.
If your payment has not been accepted, you will be notified by email. We invite you to redo your order.
If you don’t receive a confirmation email within 5 working days, please contact us using the form. Please select the following reason: “Order/payment confirmation”.

8. What is my intracommunity VAT number?

Intracommunity VAT is legislation common to all companies registered in European Union Member States so that they can do business together.
It is a number issued by the tax authorities of your country that you are given several days after registering your company. This number must figure on all invoices, declarations of exchange of goods and corporate VAT returns.
The intracommunity VAT number is as follows: GB123456789
If you do not provide your intracommunity VAT number or if it is incorrect, you will be subject to French VAT.

9. How do I know if I have to pay French VAT?

To find out if you need to pay French VAT, go first to the European Commission website.
Then select the country in which your business is located and specify your intra-community VAT number. Then click on "Verify".
>If the mention "No, invalid VAT number for cross border transactions within the EU" appears, then you must pay French VAT. You may always consult the FAQ of the European Commission or contact the competent authorities for a correction or a clarification.
>If lthe mention "Yes, valid VAT number" appears, then you will not pay French VAT.

10. What happens if I do not give an intra-community VAT number?

In the absence of an intra-community VAT number, you will be subject to French VAT. This is also the case if your number is incorrect.

11. When will I receive my bill?

The bill will be sent after the delivery of your parcel to the email address indicated when you placed your order.
If you don't receive your invoice by email within 5 days after receiving your order, please contact us using the form and select the following reason: “Bill”.

12. How to get a duplicate of my bill ?

If you want to receive a duplicate of your bill, we invite you to reprint your invoice received as an attachment to the billing email.
If you do not find the email, we invite you to contact us using the form and select "Invoice" as the reason for the request.

III - DELIVERY

1. The delivery address corresponding to my establishment is incorrect/incomplete, how can I modify it?

You can modify your delivery address when placing your order, after selecting your products and validating your shopping basket.
To do this, simply click on the "Incorrect address?" button next to the address displayed by default.
The fields then become editable, allowing you to enter your new information.
Then, confirm your modifications by clicking on the "Send the correction" button. A confirmation sentence appears. You can then continue your order.
Note: The new address will be validated by the MICHELIN Guide teams. The update will be done within a maximum of 3 days.

2. Shipping of my order and receipt of my products

You will receive the communication kit at the email address indicated when you placed your order.
The other products are shipped to the delivery address that you also gave when ordering.
- The plaque with or without a sticker:
> Shipping by DHL
> A tracking number will be sent to you by email to track the delivery of your order.
- The sticker:
> Shipping by Royal Mail
> You will not receive a tracking number for this product.
-Customized guides:
> Shipping by Dascher
-Bragard jackets: Shipping by DPD
Note: For all products, you will be informed by email that your order has been dispatched when it leaves our contractor’s warehouse.

3. I haven’t received a parcel dispatch email?

> Order of a non-customized product (plaque, sticker):
If your order was placed more than 10 working days ago and you have not received a parcel dispatch email, please contact us using the form and select the following reason: “Dispatch of my order”.

> Order of a customized product (guides, jackets):
If the press proof was validated more than 10 working days ago and you have not received a parcel dispatch email, please contact us using the form and select the following reason: “Dispatch of my order”.

4. What are the delivery deadlines ?

From the receipt of the order confirmation email, the delivery times are as follows:
> Plaque: 15 days
> Sticker: 15 days
> Customised guides: 15 days after validation of the press proof
> Bragard jackets: 3 to 4 weeks after validation of the press proof
Beyond these deadlines, if you do not receive your order, please contact us using the form below and select the following reason: “Non-reception of my order”. We will contact you rapidly once the source of the problem has been identified.

5. I did not receive all products I ordered

Depending on the products ordered, it is possible that you receive several parcels.
Indeed, not all products are manufactured by the same manufacturers.
Beyond these deadlines, if you do not receive your products, please contact us using the form below and select the following reason: “Non-reception of my order”.

IV - AFTER RECEPTION OF MY ORDER

1. I received a damaged product / with the wrong distinction, what should I do?

Please contact us using the form and select the following reason: “Damaged product”.
If you receive a damaged product, so that your request is taken into account, please attach a photo of the product to your message so that we can assess the damage.
We will come back to you as promptly as possible to explain the procedure.

2. When will I receive my bill? / How to get a duplicate of my bill ?

The bill will be sent after the delivery of your parcel to the email address indicated when you placed your order.
If you don't receive your invoice by email within 5 working days after receiving your order, please contact us using the form and select the following reason: “Bill”.
If you want to receive a duplicate of your bill, we invite you to reprint your invoice received as an attachment to the billing email.
If you do not find the email, we invite you to fill out the form by selecting "Invoice" as the reason for the request.
FOR ANY OTHER REQUEST, please contact us using the form "Contact our Customer Service" and select the following reason : "Other request".

Contact our Customer Service

You haven't found the answer to your question ? Our Customer Service can help you!

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The data collected from these forms will be processed by (i) Michelin Travel Partner and its supplier partners to process your order, (ii) Michelin Travel Partner to send you marketing communications for products and services similar to those ordered or subject to your consent. You can unsubscribe at any time by using the unsubscribe link included in these communications. The details provided in the contact form are presumed professional. You can access the data concerning you, rectify them, request their erasure, exercise your right to restrict the processing of your data or the portability of your data to the following address: privacy.tp@michelin.com. Learn more about managing your data and your rights.
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