FAQ

ORDER

Was my order successfully placed?

When you place an order, you will automatically receive a confirmation email. This email will contain your order number and a summary of your order.
You can also find your order in the MY ACCOUNT section under the "My Orders" tab.
How can I track my order?
Log in to your personal account. You can track the progress of your order from the "My Orders" tab.
You can track your order via the website DHL Express website using the tracking number provided in your order confirmation email or in the MY ACCOUNT section under the "My Orders" tab.
Can I change my order once it has been placed?
Our order preparation and shipping service is very fast because once your order is confirmed, it is sent directly to the warehouses. It is therefore almost impossible for us to stop the process. However, you can still try to contact us via our contact form if you need to make a change, and we will try to help you as much as possible.

DELIVERY

In France: Delivery costs €5 for metropolitan France.
Please allow 4 to 8 working days after validation of your order.
You can have your order delivered to your home, office or the address of your choice.
Delivery is free in mainland France for orders over €200.

In the following European countries, delivery costs are €15: Corsica, Germany, Poland, Czech Republic, Monaco, United Kingdom, Belgium, Holland, Luxembourg, Austria, Switzerland, Slovenia, Denmark, Hungary, Italy, Ireland, Sweden, Estonia, Latvia and Croatia.

In the following European countries, delivery costs €25: Finland, Romania, Norway, Bulgaria, Serbia, Greece (including Crete only).

For delivery to other countries, please contact us directly via our contact form.

RETURNS

How do I return an item?

From France: You have 14 days after receipt of your order to return your items for a refund or a credit note if they do not suit you.
Return shipping is free.
You can also contact us via bonjour@maisontoufet.com to obtain a return label.
All returned items must be brand new and labelled, unused, in their original box with intact sleeve and without writing.

- Contact us via our contact form "Write us" with the reason for the return to obtain your prepaid slip

- Prepare the product intact in its packaging (original box, pouch, etc.).

- Print the return form and stick it on your parcel

- Drop it off at a relay point DHL.

For return requests from other countries, please contact us directly via our contact form.

DEFECTIVE ITEM

My item is defective. What should I do?

If, despite all our quality controls, your part should have a small defect, we invite you to contact us via our contact form. Don't forget to attach photos of your faulty part to your message! This will help us to offer you the best possible solution.

EXCHANGES

We do not offer standard exchanges on our website www.maisontoufet.com.
For a new size, another model or another color, simply reorder on our e-shop!

REIMBURSEMENTS

What are the refund processing times?

Your order will be refunded to your credit card within 10 to 14 days. It may take a few days before it appears on your account.

Please note that any order paid for with a gift card or credit note will be automatically refunded as a credit note.

PAYMENT

What payment methods can I use?

You can pay for your order:
- By credit card (Visa, Mastercard, Maestro and American Express)
- Via Paypal
- By credit note
Our site does not allow payment in instalments.

Is my payment secure?

Your banking information is never in our possession. Transactions are processed entirely by the secure payment module of our partner PAYPLUG or PAYPAL. Your payment is totally secure.

How can I use my store credit to pay for my order?

To benefit from your credit, simply enter the code in the "Discount coupon / Credit" box in your basket.

You'll also find a drop-down menu with all your available assets.

Where are my invoices?

Your invoices are available in your "My account / My invoices" area.

Is tax-free shopping available?

Our website does not offer tax-free shopping.

CUSTOMER ACCOUNT

How can I change my personal information?

To modify your personal information, such as your e-mail address, go to your customer account in the "My information" tab.
You can also manage your addresses in the "My delivery addresses" tab and register several of them.