Order in progress

Emails are very important for tracking your order and being contacted in case of a problem, so if you are not receiving them:

• Check that the order has been paid for and completed.
• If the order was successful, please check your spam folder.

If the problem is not resolved after these two checks, contact customer service or send a message via your customer account.

TOTS offers several delivery methods:

• Delivery in a single package: All goods are sent at the same time on the latest date, with a single shipping fee.
• Delivery in multiple packages: Your products may be delivered on different dates depending on their availability, allowing you to receive the items in stock without waiting for the others.
• Standard Delivery: Meets normal delivery times without additional charges.
• Express Delivery: Delivery within 48 hours (business days) if the products are in stock.
• Deferred Delivery: TOTS can store your goods in its warehouse for up to 3 months, allowing you to schedule delivery dates.
  You will find more information on the following page: General Terms and Conditions of Sale

The order statuses mentioned in the text are:

• Delayed or scheduled order / before preparation
• Order being prepared
• Order ready to ship
• Order picked up by the carrier
• Orders in Transit and Delivered Orders
  You will find more information on the following page: General Terms and Conditions of Sale.

Here are the different possible statuses and their definitions:

• Deferred or scheduled order / before preparation: your order is scheduled for shipment on a date chosen by you, either according to your wish, or due to a supply delay if the product was not in stock.
• This order has been validated by you.
• Order being prepared: Your order is being processed in our warehouse. Our warehouse staff are collecting and packing it.
• Order ready to ship: Your order has been prepared. It has been labeled according to the chosen carrier and is awaiting pickup. The carrier has been notified electronically to collect your order.
• Order picked up by the carrier: Your order has been collected by the carrier. However, for bulky and fragile items, shipping is via courier. A processing delay is necessary, as the merchandise is only scanned upon arrival at the carrier's hub.
• Order delivered: your order has been delivered by the carrier, you are in possession of the items ordered.
• Order ready for collection: Your order is ready for collection in store or at a depot, depending on your choice. It will be waiting for you at the collection point.

You can track your package via:

• The tracking link received by email directly from the carrier.
• Your customer area, where a tracking number is automatically entered.
  You will find more information on the following page: General Terms and Conditions of Sale .

Emails are very important for tracking your order and being contacted in case of a problem, so if you are not receiving them:

• Check that the order has been paid for and completed.
• If the order was successful, please check your spam folder.
• If the problem is not resolved after these two checks, contact customer service or send a message via your customer account.
  You will find more information on the following page: General Terms and Conditions of Sale .

Yes, delivery charges are calculated based on the value of your order, the weight and volume of the packages, and the type of delivery. Delivery is FREE for orders over €1,290 (subject to weight and volume limits, and for tiles up to 280 kg). You can find more information on the following page: Terms and Conditions of Sale .

If you are unable to place an order, please call customer service on 03 38 92 23 01 00 or send us a message to let us know about the problem you are experiencing.

Sometimes the problem can also stem from the fact that you are not up to date. Therefore, we ask you to update your software and refresh the page.

You will find more information on the following page: General Terms and Conditions of Sale.

Delivery times vary depending on the type of product and are indicative only:

• Small accessories (less than 25 kg): 72 hours (excluding working days).
• Large and heavy packages (30 to 300 kg, excluding shower walls and tiles): 4 to 5 working days after dispatch.
• Shower enclosures: 4 to 6 working days.
• Tiles (up to 800-900 kg): 48 hours after dispatch.
• The deadlines are in working days and exclude weekends.
  In case of a supply delay, you will be notified.

You will find more information on the following page: General Terms and Conditions of Sale .

Yes, it is possible to modify the order, free of charge, if it has not yet been shipped or prepared.

This means that the order has been confirmed and is being prepared in our warehouses by our warehouse teams (picking, palletizing, possible cutting, grouping of items).

You can order from Tots in two simple ways:

• Online: Add the products of your choice to your basket directly on our website and then you can order or continue shopping.
• In store: Visit one of our stores to make your purchases.

You will find more information on the following page: General Terms and Conditions of Sale .

To cancel your order, you must send a message via your customer account.

• To cancel your order before shipment: Simply contact customer service or send a message from your customer account requesting to cancel your order.
• Cancelling your order after shipment: If the order has already been shipped, you will be charged a fee for having the carrier reschedule. You must contact customer service.

IMPORTANT: Cancelling orders for tiles, faucets, consumables, or custom-made products is not possible. You will find more information on the following page: Terms and Conditions of Sale .

You can track your order by logging into your customer account, where the status is updated in real time. You will also receive an email at each stage and status update. You will find more information on the following page: Terms and Conditions of Sale .

Yes, you can modify your order, provided it is not yet being prepared or shipped.

For this reason, it is essential to contact customer service urgently, before the logistics processing.

If the order is already being prepared or shipped, modification will no longer be possible or will incur additional charges.

You will find more information on the following page: General Terms and Conditions of Sale .

Yes, but delivery charges will apply depending on the weight and volume; they will be recalculated and may result in a refund if the charges are lower or an additional charge if the charges are higher. You will find more information on the following page: General Terms and Conditions of Sale .

You will be contacted by the carrier within 48 hours to schedule a delivery date, and your order will be delivered within 3 days of dispatch. You can find more information on the following page: Terms and Conditions of Sale .

Yes, it is possible to have your order delivered to a different address, provided it has not yet been shipped. You can change the address free of charge as long as the shipment has not been initiated. You will find more information on the following page: Terms and Conditions of Sale .

For online orders, the preparation time is 24 hours. You will find more information on the following page: Terms and Conditions of Sale .

To add a product to your order, you must contact customer service. An advisor will assist you. You will be asked to pay the remaining balance to add the product to your order. However, this is only possible while your order is being processed; if it has already shipped, it will not be possible.

You must log in to your customer account and complete the cancellation form available on our website or contact our online service by phone. You can send a registered letter, but your letter must be received before your order is processed.

Yes, a full refund is available, including any standard delivery charges, provided the order is not already being processed. For more information, click on the following link: Delivery .

Yes. You can cancel your order partially or fully, but a processing fee will apply as defined in our terms and conditions. For more information, click on the following link: Delivery .

Fees related to labor, packaging, handling, or palletizing may apply, depending on the stage of production. For more information, click on the following link: Delivery .

Your order status is updated in real time and can be viewed at any time from your customer account. You will receive an email at each stage and status update of your order. For more information, click on the following link: Delivery .

Yes, for this reason it is urgent to contact us quickly to block the shipment from your customer account or contact us at 08 92 23 01 00. For more information, click on the following link: Delivery .

Yes. Logistics processing fees may apply. The amount depends on the order's progress. For more information, click on the following link: Delivery .

Yes. You can return your order partially or completely, depending on your needs. For more information, click on the following link: Delivery .

Yes. If you have not received the goods, you can exercise your right of withdrawal. For more information, click on the following link: Delivery .