QUESTIONS / ANSWERS
Customer Account
How do I create an account?
To create an account, click on "My Account" at the top right of the screen.screen.
Click on "Register" below the login box, then fill in the fields with your information. You will receive a confirmation email after validating your account!
You also have the option to create an account during the checkout process.
How do I log in to my account?
Click on "My Account" at the top right of your screen.
Then, enter your email or username and password, and click the “Log In” button
Am I required to create an account?
You do not need to create an account to place an order.
How can I recover my password?
Click on "My Account" at the top right of our Maison Toufet website, then click on "Forgot your password?". Enter your username or email address.
A reset email will be sent to you automatically. You will receive a link by email to create your new password.
How can I change my personal information?
To change your personal information, such as your email address, go to your customer account in the "My Account" tab.
You can also manage your addresses in the "Addresses" tab and save several addresses.
How can I subscribe to the newsletter?
At the bottom of each page on our website, you will find a "News" box where you can enter your email address to receive content from us.
Order
Was my order successfully placed?
When you place your order, you will automatically receive a confirmation e-mail.
It will include your order number and a summary of your order.
You can also find your order in the “My Account” section under the “Orders” tab.
How can I track my order?
Log in to your personal account. From the “Orders” tab, you can track the status of your order.
Can I modify my order after it has been placed?
Our order preparation and shipping process is very fast, as once your order is confirmed, it is sent directly to the warehouses.
Therefore, it is almost impossible for us to stop the process.
However, you can contact us via our contact form if you need to make any changes, and we will do our best to assist you.
Are the items in my cart reserved?
Items placed in your cart are not reserved.
Your selected item is only reserved once the order is finalized.
Pre-order
What is a pre-order?
The pre-order system allows you to secure the pair of your dreams.
You pay for your product just like a regular item and will receive your order on the date indicated on the product page.
When will I receive my pre-order?
The estimated shipping date is always indicated on the page of the relevant product
You will receive an email on the day your package is shipped.
The delivery time also depends on the shipping method selected at the time of purchase.
Delivery
What are the delivery methods?
Shipping costs vary depending on the chosen delivery country.
Here are our delivery options :
- Metropolitan France and Belgium : MONDIAL RELAY 5€ / HOME DELIVERY : 7€ / EXPRESS HOME DELIVERY: 10€.
- Luxembourg, Germany and Netherlands : HOME DELIVERY : 10€
- Spain (excluding Balearic Islands), Austria, Portugal, Italy, Denmark, Hungary, Poland, Czech Republic, Slovakia and Ireland : HOME DELIVERY : 12€
- United Kingdom (No extra charge on receipt) : HOME DELIVERY: €12
- Finland, Greece and Sweden : HOME DELIVERY : 17€
Initial shipping costs are free for all orders shipped to mainland France or Belgium in excess of €200 (excluding shipping costs).
They're also free for all UK orders over £250 (excluding postage).
The delivery time is estimated between 4 to 8 working days after your order has been confirmed.
For delivery requests from other countries, please contact customer service Monday through Friday, from 10:00 AM to 12:30 PM and from 2:00 PM to 5:30 PM, by email atbonjour@maisontoufet.com or by phone at 07 56 86 69 32.
Returns
How can I return an item from Mainland France?
You have 14 days after receiving your order to return your items for a refund or store credit if they do not suit you.
Return shipping costs are covered for returns from Mainland France.
You can contact customer service Monday through Friday, from 10:00 AM to 12:30 PM and from 2:00 PM to 5:30 PM, by email at bonjour@maisontoufet.com or by phone at 07 56 86 69 32.
All returned items must be new and tagged, unused, in their original box with the dust bag intact and without any writing.
1. From your maisoutoufet.com account, go to the "Request a return" tab, or open a chat in the dialog box on this page by sending the word "Return" to obtain your prepaid shipping label.
2. Prepare the product intact in its packaging (original box, pouch, etc.)
3. Print the return slip and attach it to your package
4. Follow the procedure indicated by our customer service department
How do I return an item from abroad?
You have a period of 14 days after receipt of your order to return an item for a refund or credit if it does not suit you.
Return shipping costs are at the customer's expense for all orders outside Metropolitan France.
You can contact customer service Monday to Thursday from 10am to 12pm and from 2pm to 5:30pm by e-mail at bonjour@maisontoufet.com or by telephone on 06 62 72 13 44. We'll get back to you within 72 hours.
All returned items must be new and tagged, unused, in their original box with the dust bag intact and without any writing.
- Contact us by email at bonjour@maisontoufet.com and specify the reason for the return.
- Prepare the product intact in its packaging (original box, pouch, etc.).
- Send the parcel to the return address indicated by our customer service department, using the carrier of your choice.
- Keep your proof of shipment until you receive your refund.
Exchanges
I would like to exchange one or two items. How do I proceed?
We do not offer standard exchanges on our website www.maisontoufet.com.
For a new size, a different model, or another color, simply place a new order on our e-shop!
You can find all related information in the "Returns" section of the FAQ.
Refunds
What are the refund processing times?
In the event of a refund request, this will be processed within5 to 10 business daysof receipt of the product(s). A confirmation email will be sent to you.
The refund, including the shipping costs from the initial order, will be issued using the same payment method used for the purchase and in the same currency used at the time of payment.
Please note, however, that your bank may take up to 10 business days to process a refund to your card, depending on processing times. This varies depending on the card issuer, and we are unable to expedite this process, which is beyond our control.
How will I be refunded?
Your refund will be credited back to the original payment method.
Please note that orders paid with a gift card or store credit will automatically be refunded as store credit.
Defective item
My item is defective. What should I do?
If, despite all our quality checks, your item happens to have a defect, please contact us by email at bonjour@maisontoufet.com.
Don’t forget to include photos of the defective item in your message! This will help us offer you the best possible solution.
Payments
What payment methods can I use?
The payment methods available on our e-shop are:
Credit card (Visa, Mastercard, Maestro and American Express)
Paypal
ApplePay
Oney
Avoir
Gift card
Is it possible to pay in installments?
Thanks to our partners PayPal and Oney, you can pay in several instalments, including 4 free instalments with PayPal.
Is my payment secure?
Your banking information is never in our possession.
All transactions are fully processed through the secure payment systems of our partners PAYPLUG or PayPal.
Your payment is completely secure.
How can I use my store credit to pay for my order?
To use your store credit, simply enter the code in the “Promo code” box in your cart.
Is tax-free shopping available?
Our website does not offer tax-free shopping.
Sponsorship
What is the sponsorship program?
If you like Maison Toufet, why not tell your friends?
By referring them, you'll receive a €20 voucher towards your next order, and your friends will also benefit from a €20 discount on their first order.
How do I sponsor someone?
Go to the " Sponsorship "to obtain your personal sponsorship link.
Share it with your friends: as soon as they place their first order, they'll get a €20 discount, and you'll receive a €20 voucher, valid for 6 months on the entire site.
A quick and easy way to give pleasure.
My Gift Card
How do I use my gift card?
At checkout, you can choose to pay by gift card:
1. Select the desired amount
2. Enter the recipient’s information
3. Add your personalized message
4. Add to cart
5. Complete the order
What are the terms of use for my gift card?
The gift card is valid for 1 year from the date of purchase.
Contact us
How can I contact you?
Our FAQ section answers the most common questions. However, if you can’t find the answer to your question, you can contact customer service Monday through Friday, from 10:00 AM to 12:30 PM and from 2:00 PM to 5:30 PM, by email at bonjour@maisontoufet.com or by phone at 07 56 86 69 32.
Where can you find us?
You can join us on our Facebook page Maison Toufet https://www.facebook.com/MaisonToufetOfficial/
on our Instagram account Maison Toufet https://www.instagram.com/maisontoufet/.
or on our Tiktok account: https: //www.tiktok.com/@maisontoufet
and on linkedin: https://www.linkedin.com/company/maison-toufet/
To find your nearest sales outlet and a list of our dealers, click on the following link: https://www.maisontoufet.com/boutiques/