FAQ

 

How Does it Work?

What do we sell?

We offer a wide range of imported and Australian gourmet cheeses and products. Each product has been specially selected to ensure the highest quality and freshness – we buy the best so you get the best! Our cheese is mostly cut by hand, so the weight may vary slightly. Please note, our selection of cheeses and products can be different between our online shop and the Cheese Room at 10 Fox Street, Albion.

How are the products packaged?

All the cheeses are packaged in purpose-designed greaseproof cheese paper or vacuum-packed in food-grade plastic. This packaging ensures the longest shelf-life for your cheese, and can be used to store your cheese until it's all eaten.

How do we keep the cheeses and other products at the right temperature during transport, and ensure they retain their freshness?

At Emile & Solange we are passionate about caring for the beautiful world we live in (and that gives us so much yummy cheese), and so we choose our packaging with care to keep our eco footprint as small as possible. Your goods are enclosed in a eco-friendly wool insulating bag with two ice bricks, which ensure they stay at the perfect temperature and arrive fresh to your door. The best part? The packaging is recyclable, biodegradable and compostable, so once you receive your order, you can chuck the packaging on your garden or in the bin, guilt free!

Who will deliver my order?

We send our products through Fastway Couriers. Fastway is a courier franchise – this means that by receiving your package through Fastway, you are supporting a local, independent business owner, who knows your local area and cares about getting your cheeses to you safe and sound. What could be better?

Do we deliver in your area?

We deliver from Mackay to Sydney, but unfortunately not all areas are covered! To check if we deliver to your area, simply enter your postcode into this link. If we don’t deliver to where you live, you might try where you work. If not, and you're just desperate for a wedge of Roquefort or a particularly oozey brie, shoot us an email at sarah@emileandsolange.com and we will do our best to find a delivery option for you.

 

Manage my order

How long should my order take to be processed and arrive?

Your order should arrive between a half-day to 48 hours after you've placed your order, depending on your delivery area. Yes, that means you might be able to order in the morning for your evening cheeseboard for Brisbane suburb if you order before 10am! While we do everything in our power to get your cheese to you on time, external factors outside of our control (such as weather and public holidays) may affect the timing of your order.

What happens if I am not home when my package arrives?

If you are not at home, the courier will leave your package at the front door. The packaging is designed to keep your products cool for 2-3 hours after it arrives. However, this time may be shortened by hot weather, especially in Summer. Because of this, we suggest you make sure someone will be around to receive the parcel and get the cheeses into the fridge. If you are sending the order as a gift, it's best to ensure that someone is around to receive the package if possible. Please note, Emile & Solange is not responsible for any products that may be left unattended, and are damaged or lost as a result.

I had a problem with my order.

We're sorry to hear that! Send us an and email at sarah@emileandsolange.com, explaining the problem, the date and the order number, and we'll do everything in our power to remedy it.

I've placed my order, but I want to change something!

Unfortunately, it's not possible at this time to modify your order once it has been validated. We're currently working on improving this feature to allow you to do so.

I want to cancel my order.

We work fast to get your order to you as quickly as possible. This means that once an order has been validated, we are probably already cutting and packaging your cheeses. Unfortunately, this means that orders that have been validated cannot be cancelled or refunded.