Delivery

First, it's important to know that our products are extremely delicate, high-quality, and weigh over 30 kg. Therefore, we are obliged to use specialist transport companies, similar to moving companies, so it's impossible for us to handle the delivery ourselves.

You should also know that with us, the price you pay for delivery is not the actual price; we cover part of the costs, almost 50%.

Indeed, delivery costs for bulky items are excessively high in France, as throughout Europe. That's why we've opted for quality and a service to match. However, for delivery, it's mandatory to schedule an appointment and be present to personally inspect the product.

The driver is responsible for ensuring delivery in good condition. In case of any problems, please refer to the article on delivery .

We offer free delivery when a certain amount is reached, depending on the season. To view our prices .

Everything is indicated on our site, each product has a known shipping date before placing an order, it is indicated under the product sheet.

Delivery dates are scheduled by appointment. If you combine items in your cart with multiple products having different shipping dates, the order will be shipped on the date the last item arrives at our warehouse.

If you would like your order delivered sooner, you can split your order into two separate deliveries: one for in-stock items and a second for items not currently available. Delivery times are clearly stated and are always respected.

In case of delay, customer service will contact you to inform you; otherwise, please wait or cancel the order.

• You can send us a message via your client interface, which gives you privileged and quick access.
• You can also contact us by phone or email.

However, this change must be made before your order is shipped. Any changes made after shipment will incur fees, which will be charged to you. Furthermore, changing your delivery address to a different region will also result in additional charges.

When your order is shipped, you will receive a message notifying you that it has been dispatched.

Within 24-48 hours, the carrier will contact you to schedule a delivery appointment or will send an email to arrange the appointment themselves. We work with several carriers depending on the region and the type of product.

Therefore, you will find the carrier's name when finalizing your order. However, after receiving the shipping confirmation email, you will not receive any further emails. Please double-check that your information is correct.

Here are the different delivery methods for your orders:

• Small parcels are sent via smaller carriers and are delivered within 24-48 hours.
• For large packages, we have no choice but to use specialized carriers. Delivery takes between 3 and 6 days.

It is possible to use an express network upon request, however this is strongly discouraged as our parcels are too fragile and the express service does not take care of them.

• Incorrect order
  If you find that the delivered product is not the one you ordered, you must refuse only the product you did not order if your basket contains multiple items. If the carrier refuses, you must refuse the entire order, writing "NOT compliant" on the delivery receipt.
• Defective order:
  • If the product is damaged, you must write “NOT compliant”, “broken” in the signed receipt; no other mention is accepted.
  • If the product is defective, you must isolate the reference of the product with the problem while refusing it and indicating in the signature “defective”, and accept the rest of the merchandise.

It is essential to strictly adhere to the signed delivery slips. If this is done, we will immediately activate the insurance and send a replacement product within 24 hours. Only the condition "refused due to breakage," specifying the product type and nature of the damage, is accepted; the condition "packaging intact" or "subject to unpacking" is not valid.

Please follow the applicable rules (ask Laurie for the rules). The carrier is a representative of Tots; they are not only responsible for delivering the products, but also for verifying that the products match the order confirmation. No claims will be accepted without a signed receipt.

If you are absent when you have scheduled an appointment and are unable to reschedule before the delivery is made, you will be charged for a new appointment. This new appointment will be sent to you directly by our customer service department.

It is essential to schedule appointments and keep them. Failure to do so will result in charges. Even if you received free shipping, this only applies to a single appointment.

Parcel collections are made at our logistics center in Saint-Martin Boulogne or you can request in-store collection if the parcels are neither bulky nor heavy.

It is imperative to note the terms “refused”, “broken”, “defective” or “non-compliant” in the signature; no sentences should be written, only words! Carriers do not require any justification.

WARNING: Some carriers require you to write "packaging intact," but this is completely invalid and will only be used to facilitate unloading. Even if the packaging is intact, it's possible it may have been damaged during transport, potentially breaking the contents.

The carrier's sole purpose is to verify the conformity of the goods from both an aesthetic and qualitative point of view.

We can deliver to Europe and internationally. Simply contact us or check the available country options on our website. However, we also offer other options not listed there.

You must then contact our customer service to arrange delivery wherever you wish. We will put you in touch with a freight forwarder and provide a precise shipping method to deliver any type of product anywhere in the world.

Once your order is placed, you will receive an email with the tracking number and the carrier's link, but you can also track it from your customer account. You will then be contacted to schedule a delivery appointment, which you must attend.

If this is your second delivery, there will be a charge. If this is your first delivery, and it hasn't been shipped yet and it's not the scheduled delivery day, it can be rescheduled in several ways:

• Get back in touch with the carrier to change the delivery time and/or date directly with them.
• You can log in to your customer account; in the delivery section you can send a message requesting to postpone the delivery.
• You can also call customer service to request a delay in delivery.

To cancel a package pickup appointment, you must contact customer service or send a message through your customer account. A fee will apply if the package has already been scheduled. You will need to reschedule as soon as possible.

Delivery typically takes between 3 and 5 days. We work exclusively by appointment scheduled by the carrier to guarantee optimal quality.

Yes, delivery can be made within 48 hours (working days), provided that the products in question are in stock at the time of ordering.

Our team will contact you to inform you in case of any delays.

Shipping costs are listed on our website. They depend on the weight and volume of your order, as well as the type of product (fragile or not). You will pay according to a price list unless a flat rate applies. The actual shipping cost is calculated, and we cover a portion of it, ranging from 20% to 50%. All shipping costs are calculated in your shopping cart.

On our website Tots.fr, we offer free shipping on orders over a certain amount, which is regularly updated on our site and is subject to certain conditions. Your packages must not exceed a certain weight, and your order must reach a minimum value. Please see our detailed terms and conditions.

We deliver to Germany, Belgium, the Netherlands, Spain, Italy, Portugal, and Switzerland. For all other international destinations, a personalized quote is required. You can find more information on the following page: Terms and Conditions of Sale .

Yes, you can change your billing address even after you've placed your order. However, you must contact us quickly to make the change, as your invoice has already been generated.

No, all our shipments are delivered against signature. It's important to sign because these are valuable and decorative items. Therefore, we require someone to be present and to sign for the delivery.

Once your order is placed, you will receive an email with the tracking number and the carrier's link. You can also track your order from your customer account. You will then be contacted to schedule a delivery appointment, which you must attend. If you have not received a tracking link, please contact customer service.

If you live in an apartment building, contact the building manager or a neighbor to ensure the package hasn't been received. Our deliveries are geolocated, allowing you to track them precisely. You must immediately send us a message through your customer account. Our team will contact you urgently.

You will receive a tracking number automatically registered in your customer area, in order to follow the progress of your package from the moment it leaves our warehouses.

No, you cannot choose your carrier. We automatically select the most suitable carrier based on the type of your order, your region, and the areas served by our partners.

Yes, only for small parcels. They are usually sent by carriers like GLS or La Poste, who will offer you the option of collecting them from a pickup point. However, no claims will be accepted for deliveries made to pickup points.

Parcel pickups are available at our Saint-Martin-Boulogne logistics center or in-store, depending on weight and size. However, from the logistics center, you can pick up any type of parcel without weight or size limits, provided they are neither bulky nor heavy. The pickup period is limited to 3 months.

If there is a problem, isolate the affected item, refuse it, and write "defective" or "received broken" on the delivery slip, while accepting the rest of the merchandise. If the issue is resolved, we will activate the insurance and ship a replacement product within 24 hours.

Only returns marked "refused, broken" accompanied by a description of the product and the defect are valid. Terms such as "packaging intact" or "subject to unpacking" are not accepted.

If your package is declared lost, we will be notified immediately before delivery. Our team will arrange for a replacement to be sent immediately.

If the product is no longer in stock, we will offer you a substitute product.

Yes, you can refuse a package if you are not satisfied. However, you must carry out a complete inspection in the presence of the carrier and clearly state the reason for the refusal.

Depending on the status of your order, you have 14 days to request a cancellation. You must contact us through your customer interface, provided the status is "not shipped".

You can send us a message through your customer interface for quick and priority access. You can also contact us by phone or email. However, any changes must be made before the order is shipped.

Any changes made after shipment will incur a fee, which will be communicated to you. Furthermore, if you change your address to a different region, additional fees will also apply.

Yes, TOTS ships its products from its logistics center in Saint-Martin-Boulogne (France) to the majority of European countries: Spain, Portugal, Belgium, Netherlands, Luxembourg, Switzerland, Italy and Germany.

If your country is listed, you can select it in the "delivery address" tab. If not, please contact us for a quote.

If you live in a country outside the European Union or without a Schengen agreement, you will have to pay local taxes and find a local freight forwarder to clear your goods through customs.

We ship to countries subject to customs formalities; however, all costs remain your responsibility.

If you are absent for your scheduled delivery and do not reschedule in time, you will be charged for a new appointment. Our customer service department will inform you of the amount.

The carrier will schedule a new appointment, pending our confirmation.

You must immediately send us a message via your customer account. We will contact the carrier, who must inform you of any cancellation or postponement of delivery.

If you live in an apartment building, delivery to your floor is possible. However, you must request a quote before delivery.

If your order is heavy, arrange for help to carry the products home. All our deliveries are made to the building entrance.

Delivery will be made to the address indicated on the order form. The carrier must deliver to the front door of your home, provided that the terrain and accessibility allow it.

If you have a problem with the carrier, you must write to us immediately, describing the facts. We will draw up a disciplinary report, which will be sent to the carrier for a summons.

Yes, you can change the delivery address before shipment. However, additional charges will apply. Please contact our customer service.

Your order must still be in transit; otherwise, fees will be charged.