FAQ Map Order in progress I haven't received any email confirming that my order has been placed or shipped, why? What are the delivery methods? What is the status of my order? What are the definitions of the statutes? Where are the packages? I did not receive a confirmation email. Can I know the delivery charges for the order? I can't place my order, what should I do? When will my delivery be received? Can I modify my order? What does "order being prepared" mean? How can I place an order on TOTS? How can I cancel my order? How can I track my order online? Can I modify my order after it has been validated? Can I combine multiple orders into a single shipment? Can I choose a delivery date? Is it possible to have it delivered to a different address? What are the preparation times? Can I add products to my current order? How do I cancel the current order? Will I receive a full refund for the order I just placed and then cancelled? Can I cancel my order if it is still being prepared? What types of fees are applied to an order that is being prepared? How can I tell if my order is being prepared? Can I cancel an order that's ready to ship? Are there any fees if I cancel an order that is ready to ship? Can I cancel only certain items from my ready-to-ship order? My order is being delivered, can I still cancel it? Returns and Refunds Is it possible to make a return? How do I make a return online, in store, or at the warehouse? What is your return policy? What are the conditions for a product return? Are returns free? How do I request a return or cancellation? When and how will I be reimbursed after a return? Can I return a product if it doesn't suit me? What is the cancellation period after receiving my order? Which products are not eligible for the right of withdrawal? In what form is the refund issued (original payment method, voucher)? Can I exchange a product instead of getting a refund? What are the procedures? How does the return process work for bulky items (bathroom furniture)? Where should I send to return my product? Can I return a product in store? What fees do I have to pay in case of a return? Can I return products that I don't like? Delivery What are our delivery rates? What are the delivery times? How do I change the delivery address? How are we contacted during delivery? What are the different delivery methods? I received my order which was incorrect/defective, what should I do? What if I am not present at the appointment? What about withdrawals from deposits? How to properly sign your delivery note in case of a problem? Is it possible to have it delivered abroad? How can I track my delivery? How do I request a delivery delay? How do I cancel a parcel collection appointment? How long does delivery take after I place my order? Do you offer express delivery? What happens if my order arrives late? What are the delivery charges? Is delivery free above a certain amount? Do you deliver abroad? Can I have my order delivered to a different address than my billing address? Do you deliver to post office boxes? Where can I track my delivery? My tracking indicates that the package has been delivered, but I haven't received anything. What should I do? How can I know if my order has been shipped? Can I choose my carrier? Do you offer delivery to a collection point? Can I come and collect my order in person? What should I do if my package is damaged upon receipt? My package has been lost, how do I file a claim? Can I refuse a package upon delivery? How do I cancel my order if it hasn't been shipped yet? What if I made a mistake in the delivery address or phone number? Does Tots ship internationally? Will I have to pay customs fees or taxes upon receipt? Did I miss my appointment? The driver didn't show up, what should I do? Can the delivery driver bring the package up to your apartment if you live in an apartment building? The driver was unpleasant, how should I react? Can I change my delivery address after my order has been shipped? Payments and Invoices When will my invoice be available? Can I receive my invoice by email? Can my invoice be issued in the name of my company? Is it possible to modify an invoice that has already been issued? What should I do if I've lost my invoice in my customer account? My invoice contains an error, what should I do? What payment methods are accepted? Do you accept payment in installments? Are your payments secure? Can I pay for my order in cash on site? Is it possible to pay via PayPal or other digital platforms? What is the payment deadline for professionals/individuals? What percentage deposit is required? Can an order be cancelled after the deposit has been paid? Are there any additional fees associated with the payment method? Are my bank details secure? How does the refund process work? Is it possible to place an order and pay upon collection? My order has not been validated, but my payment has gone through to my bank account. Will there be any difficulties if I need to report a lost or stolen card? Customer Service Is it possible to return an item? How can I create a customer service request? Is the after-sales service chargeable? How do I make a return online or in store? How do I track a customer service request? What does the warranty cover? How do I track a refund? Can the after-sales service repair my product at home? My product broke, what should I do? My item does not match what I ordered I did not receive the correct product, what should I do? The product has deteriorated over time, what should I do? Is customer service available on weekends? What documents do I need to provide for a customer service request? Can I receive a spare part? What to do if a part is missing? Is customer service free? How do I contact customer service? What is the average processing time for a customer service request? Does the after-sales service cover damage caused by improper installation or misuse? What if the problem occurs after the legal warranty period? Do you offer repairs or replacements in case of product failure? How can I track the progress of my customer service request? What types of problems are excluded from the warranty and after-sales service? Can I receive a replacement product while my item is being repaired? Do you offer extended warranties for your products? Quote and request How can I request a quote? What information needs to be provided to prepare a quote? How long does it take to receive a quote? How long is a quote valid for? Is the quote free? Can I modify a quote once I have received it? Does the quote constitute an order? Do I need to pay a deposit after accepting the quote? Can I cancel or modify a purchase request after it has been validated? Can I receive a quote by email? Do you offer discounts on quotes for bulk orders? Does the quote include delivery charges? Can I request an urgent quote? Who can I contact if I have a question about a quote I received? Can the quote be issued in the name of my company? What payment methods are accepted after the quote has been validated? What are the delivery times after a purchase request has been validated? Is a quote required before submitting a purchase request? Can I group several items into one quote? Can I get a quote for my bank and do a pre-validation? Discounts for professionals and tradespeople How to become a TOTS partner? What are the advantages of having a partner account? What are the conditions for being eligible for a partner account? How long does it take for a partner account to be validated? What documents are required to benefit from professional rates? What discounts and benefits does the partner account offer? Where can I see the discounts? How can I check my account status? Are professional discounts applied automatically before payment? My company has several establishments, can I centralize the remittances into a single account? How do I update my professional information if I change my job activity? Can I get a discount if I am self-employed? Are the discounts the same for all trades (plumber, electrician, decorator, etc.)? Can I negotiate a special discount for a large project or an exceptional order? I have a large construction project but I can't pay for the materials now, can I pay a deposit? Is there a pricing structure based on the quantities purchased? Are the discounts valid only in store or also online? Are the discounts permanent or limited in time? Do I receive a summary of my orders each month? Can I pay in 30 days? What are the partner levels? I've been demoted, what should I do? I just created a pro account and I want to benefit from bigger discounts, what should I do? Customer Service Questions What are your customer service opening hours? What are the different ways to contact you (phone, email, online chat, contact form)? I'm experiencing a technical problem on the site, who can I contact? How can I ask a question about a product before buying it? Can I get personalized advice on the layout or choice of equipment for my bathroom? How to file a complaint or express dissatisfaction? How long can I expect to wait for a response from you after sending an email? Do you offer a telephone callback service? Is there an online help section or tutorials available? How can I give my opinion on a product or on my shopping experience? What if I can't find the answer to my question in the FAQ? Is customer service available on weekends? Can I contact customer service via social media? Is there an emergency phone number outside of business hours? Do you offer an online chat? Can I ask a question without having a customer account? Can I send a photo to explain my problem? How to file a complaint? Is it possible to get a written response? What is the average response time? What are the advantages of the privileged customer area? My account and information What are the advantages of the loyalty program? How do I unsubscribe from the newsletter? How do I change my personal information? I forgot my password, how can I reset it? Is my personal data protected? How do I create a customer account on your website? What are the advantages of creating an account? Are my personal and banking details secure on your site? How can I view my order history? Is it mandatory to create an account to place an order? How can I delete my customer account and all my personal data? Will I be notified by email in case of significant changes to my account? Can I manage my communication preferences (promotional emails, SMS)? Can I save multiple delivery addresses in my account? How can I update my saved credit card information? Where can I find my documents (vouchers, invoices, quotes, credit notes)? How do I link two customer accounts? Questions about the legal notices Who is the publisher of this website? (Company name, legal structure, registered office) Where can I find the General Terms and Conditions of Sale (GTC) for your website? Where can I find your privacy and personal data protection policy? Does your website use cookies? How can I manage my cookie preferences? What is your company's intra-community VAT number? Which jurisdictions have jurisdiction in the event of a dispute? Is there a consumer mediator in case of disagreement? Is it permitted to reproduce the content of this site? What are your company's obligations regarding online payment security? Where can I find information about the company (SIRET, VAT, etc.)? May I use your images or texts?