FAQ

Last updated: June 30, 2026

Orders and Payments

Q: When is my payment charged?
A: Your credit card is charged at the time you place your order.

Q: How do I cancel or change my order?
A: If you order during our business hours (Monday – Friday, 9:00 – 18:00 CET), you may cancel within 2 hours. If you order outside of business hours, you may cancel by emailing us by 10:00 AM CET the next business day, as long as your order has not yet been processed. Email info@toit-etancheite.com. Once your order has been processed, cancellation is no longer possible; however, you may still return the item within 30 days using our standard return process (see our Refund Policy).

Q: What payment methods do you accept?
A: We accept Visa and Mastercard.

Q: Is my payment information secure?
A: Yes. All transactions are encrypted with SSL and processed through PCI‑DSS compliant gateways. We never store your full card details on our servers.

Shipping and Delivery

Q: How much is shipping?
A: Free shipping on orders totaling €160.00 and above. Flat rate €25.00 for orders totaling €0.01 – €159.99.

Q: How long does delivery take?
A: Processing takes 1–3 business days. Delivery takes 3–5 business days after processing. Total estimated delivery time: 4–8 business days from order placement.

Q: Which carriers do you use?
A: We use FedEx, UPS, and DHL Express.

Q: Where do you ship?
A: We ship exclusively to addresses within France. We do not ship to P.O. Boxes, APO, FPO, or DPO addresses.

Q: What if my package is lost?
A: If your package has not arrived within 7 business days after the estimated delivery date, we will issue a replacement or full refund at no cost to you.

Q: Tracking shows "Delivered" but I did not receive it?
A: Contact us within 3 business days. We will initiate a carrier investigation, and within 5 business days of the investigation, we will offer you a refund or replacement.

Q: Do you offer holiday shipping?
A: During major holidays and peak shopping seasons (including but not limited to Christmas, New Year's, Valentine's Day, and Mother's Day), processing and delivery times may be longer than standard. We recommend placing orders at least 10 business days before your desired delivery date for holiday gifts.

Returns and Refunds

Q: How long do I have to return an item?
A: 30 calendar days from the date you receive your item.

Q: Can I return used or assembled items?
A: No. Items must be unused, unassembled, and in like‑new condition with original packaging intact.

Q: Can I return custom‑made furniture?
A: Custom‑made or personalized furniture items (made to order) are non‑returnable unless defective. Gift cards and items marked "Final Sale – Non‑Returnable" on the product page are also not eligible for return.

Q: Who pays for return shipping?
A: For quality issues (defective, damaged, or wrong item): Toit Étanchéité provides a prepaid return label at no cost to you. For change of mind: You are responsible for the actual return shipping cost (we will provide an estimate before you ship). You may also arrange and pay for shipping yourself using a carrier of your choice.

Q: How long until I get my refund?
A: We process refunds within 2 business days of return delivery. Your bank may take an additional 5–10 business days to post the credit to your account.

Q: Are sale items returnable?
A: Yes, unless clearly marked "Final Sale – Non‑Returnable" on the product page. Standard sale and promotional items are fully eligible for our 30‑day return policy.

Customer Support

Q: How quickly do you respond to emails?
A: We respond within 1 business day (Monday – Friday, 9:00 – 18:00 CET). Inquiries received after hours are answered the next business day.

Contact Information

• Email: info@toit-etancheite.com

• Phone: +33 1 41 64 19 90

• Address: 11 Rue Marcel Dassault, 93140 Bondy, France

• Service Hours: Monday – Friday, 9:00 – 18:00 Central European Time (CET)