Bonjour!

Thank you for contacting Croquade.

If we can be of any further assistance, please contact our Consumer Service Department at 1- 888-506-9580. Our hours of operation are Monday thru Friday from 8:30 A.M. to 5:00 P.M.,EST. Alternatively, you may go to www.croquade.us and fill out a contact form. A representative will be happy to assist you.

Where to purchase our products

Our products are currently sold at Sur La Table and on our website www.croquade.us. We are in the process of adding more retailers to our distribution in the near future.

Where to purchase additional parts

All our products and accessories to complete your set can be purchased on our website www.croquade.us.

How to remove the plate

Prior to remove your plates, please make sure the unit is unplugged and cold. You will need to unscrew the screw on the back of the waffle maker cover. You may use screwdriver or a coin. To avoid losing your screw, make sure not to completely remove the screw. Flip the waffle maker over and unlock the baking plates by sliding the 2 metal pieces off the hinges located on the foot of the waffle maker. Repeat the 1 step and unscrew the second screw. Grab the body of your waffle maker and remove it from the foot of the unit. Separate your plates from the waffle maker. You may also view our video online by visiting www.croquade.us.

How to replace the plate

Prior to replacing your plates, please make sure the unit is unplugged and cold. Place the front of the plate into the waffle maker and latch down the back. Repeat the same steps on the other side. Close your waffle maker and position it back on to the foot of the unit. Slide the 2 metal pieces back over the hinges. You will need to screw the screw on the back of the waffle maker cover. You may use screwdriver or a coin. Make sure they are tightly screwed in place. Flip your waffle maker over and repeat the steps onto the second plate. You are ready to start cooking. You may also view our video online by visiting www.croquade.us.

How to clean the plate

Prior to cleaning your plates, please make sure they are cold. Your plates are removable and are dishwasher safe. We recommend you to place them into hot water with soap. This will allow any food residue to come off by itself or for an easier cleaning process.

How to return a purchase

Please return unused and in resalable condition your order with a tracking number back to:

Croquade
C/O Farnsworth Hill Company
23645 Mercantile Rd Ste B
Beachwood, OH 44122

Once your return is received, we will process your refund.

Warranty exchange

We have determined that your unit is under warranty and a replacement order has been entered for you. In order to receive your replacement unit, please do the following:

DO NOT MAIL THE ENTIRE UNIT.

* Unplug the unit from the wall outlet and cut the line cord using a pair of scissors. (We would require the plug with about 2-3 inches of cord attached).

* Package the cord along with a note/letter containing your name, address and transaction number (indicated below).

* Mail in the requirements with a delivery confirmation

Transaction Number: [TRANSACTION NUMBER HERE]

Upon our receipt of these requirements the replacement unit will be shipped to you.

Please mail the above requirements to:

Croquade
C/O Farnsworth Hill Company
23645 Mercantile Rd Ste B
Beachwood, OH 44122

Ingredient sub inquiry

What is the difference between each plate?

The various plates will allow you to make a wide choice of shapes from Belgian culinary traditions at home. We do have specific recipes for each plate that you can find into our cookbook or online at www.croquade.us.

The Brussels Waffles Plates (M001)

You can cook two luscious Belgian specialties: the giant Brussels waffle that is served with Chantilly cream, fruit and chocolate and the traditional “Gaufre de Liege” with its sugar nuts.

The Home-made Waffles – 4x7 (M002)

You can bake traditional Belgian waffles

The Home-made Waffles – 6-10 (M003)

You will be able to bake traditional galettes.

The Thin Galettes (M004)

You can make easy to bake traditional extra-fine galettes.

The Toasted Sandwich (M005)

You will be able to enjoy the classic French ham and cheese sandwich Croque Monsieur or create your own toasted sandwich.

The Heart Shape plates (M006)

Our Heart-shaped waffles are a fun way to start any morning and are great topped with powdered sugar, fresh strawberries, chocolate sauce and more. It will become a child's best friend as the small format is particularly well designed for their little hands.

The Ice Cream Cones plates (M007)

You will be able to bake delicious homemade waffle cones. Crisp, yet chewy waffle cones are a great way to enjoy your favorite ice cream flavors.

The Stuffed Waffles (M008)

You can use it to prepare delicious filled waffles (eg Fruit: apricots, cherries, but also chocolate, biscuit, mascarpone, etc.)

What is the coating made out of?

The coating is Teflon however it does not contains PFOA so it is totally healthy.

What are the plates made of?

The plates are made of cast-aluminum.

Where is the product made?

Our products are made in Belgium, one hour from Brussels.

Is the unit BPA Free?

Yes, the plastic used on our product is BPA free.

Rebate/Coupon inquiry

We currently do not have any promotion. Please check back with us or you may also subscribe to receive our newsletter on our website www.croquade.us.

Rebate/Coupon inquiry – Status check

Your rebate is currently being processed. Please allow 4-8 weeks for your rebate to be received.

Rebate/Coupon inquiry – Non receipt

Your rebate was not yet received.

Rebate/Coupon Inquiry – Mailed

Your rebate was mailed out on _________. Please allow 7-14 business days to be received.

Donation request

We do value you as a customer and appreciate your patronage. Unfortunately, we are not in a position to contribute due to the overwhelming volume of such requests.

Sponsorship request

We do value you as a customer and appreciate your patronage. Unfortunately, we are not in a position to offer sponsorship due to the overwhelming volume of such requests.

How does work the button/thermostat

As you can you several plates, we had to give the choice of the temperature because if you set the waffle maker at the maximum temperature, the outside of the waffle will cook very quickly. So for thick waffles like Brussels waffles/Liège waffles and croc Monsieur (toast) you should use the position 4 while for the other waffle shapes, the maximum temp will be good to cook. We do not disclose temperature of each position as it changes during the cooking cycle.

My waffle maker is new but seems to have been used as the metal sheets under the plates seems already a bit burned. Is it normal?

As part of our quality process, we try all waffle makers for one minute to check the temperature rise curve to provide the best results.

I have lost the screw, how can I get a new one?

We are sorry to hear that you have lost the screws for your waffle maker. We can mail out new screws to you and only charge you for the shipping charges.

Should I flip the waffle maker? Why?

When using a liquid batter, it is only important to flip the waffle maker only if the plate is not very thick (e.g. ice cream (M007) or Gaufrette (M004)). If you are using a regular waffle, we advise you to flip the waffle maker just after pouring in the batter.

The waffle maker is not heating up enough

There are always a few degrees’ difference between the two plates, because the resistance values are not precisely the same. In order to disperse the heat better, you should pivot the waffle maker 180° on its axis, midway through cooking. It is also very important to put enough batter in so that the plate is completely filled in. If it is not, the parts that are not filled in will be thinner and will not cook well.

If waffles are over or under cooked, you must turn the thermostat up or down, even to its maximum.

We also advise you to read your usage instructions again.

Can I use your Liege waffle dough on another waffle maker?

Our dough is made in Belgium and contains authentic Belgian pearl sugar, which melts and caramelizes during cooking to create pockets of crunchy and sticky sweetness. Our waffle maker are designed to heat up at the proper temperature to properly cook the Liege waffle. We can only recommend our waffle maker to cook the dough.