Help, FAQ - Etoffe.com

FAQMost frequently asked questions

 

Colours

Is the colour rendering on the screen accurate?
Is there a solution regarding the configuration of my screen?
What should I do if it is absolutely essential that I get an exact shade?
Do colours vary from one roll to the next?

Delivery times

Is the displayed time the same for all destinations?
Do I have the option to cancel my order if the delivery time has been exceeded?

Product availability

And if a product is no longer currently available?

Payment

Are you made aware of my bank details when I pay by card?
Can you send me my receipt for a bank card payment?
Can you give me a refund if I make a mistake?
Is there a risk that my bank details could be hacked during the transfer?
Do you accept the payment of a deposit limited to 30% of the order amount?

Price

Are there discounts for quantity?
What is the price of the fabrics?
Cheaper elsewhere?
Do you deduct the VAT in case of export?

 

Complaints

What should I do if the parcel packaging is damaged?
What should I do if there has been an error in the processing of my order?
What should I do if I am disappointed with my purchase and want to return the products?
What should I do if I only notice a fault after having cut or sewn the fabric?
How is the refund made?

Privacy Policy

Why do you ask for my telephone number?
Can I delete any mention of me from your files?
Are you compliant with the `Computing and Liberties Commission (Commission Nationale Informatique et Libertés, CNIL)?

Fabrics

I am looking for a brand and I cannot find it on etoffe.com. Can you help?
And if the brand is there but I cannot find the product I am looking for?
Are the fabrics of high quality?
Is the number of samples limited?
Is the cost of the samples refunded if I place an order?
What are the dimensions of the samples and how long will it take for me to receive them?

Transport

How do you calculate your shipping costs?
Can you tell me the exact shipping costs prior to me placing an order?

Can I switch to my usual shipping company?
Can you offer express shipping?

 

 

If none of the suggestions matches your query, please send us your question directly,
You will be issued a direct response.


ASK YOUR QUESTION

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Answers to the most frequently asked questions


Colours

Is the colour rendering on the screen accurate?

We take extensive precautions throughout the entire process for the production of our visuals, which provide an accurate representation of the real colours in daylight.
In most cases what you see on the screen is close to the real colour,
but there exist a wide range of monitors, which can vary in how the reproduce colour shades.

Is there a solution to improve the settings on my monitor?

Professionals who work with images regularly calibrate their monitors using a sensor, most notably by adjusting the white point to 6500°K.
If your monitor offers you an option to configure the white point, set it to this value and lower the brightness to between 25% and 50%. This will give you a close reproduction of the actual colours of the fabrics.

What should I do if it is absolutely essential that I get an exact shade?

We offer samples for the majority of our fabrics. This is the only way to verify the colours and to be sure of your selection.

Do colours vary from one roll to the next?

Yes, in principle that can happen in the case of plain piece dyed products. If you need a long length, it is preferable that you order a sample from stock and request that we reserve the required length.

Delivery times

Is the displayed time the same for all destinations?

No. The time displayed on each product page is an estimated time for delivery to mainland France. You must add 2 to 3 days for other European countries and approximately 7 days for the French overseas administrative departments and territories and the rest of the world. These times apply for capital cities. For locations that are further away it would be wise to allow a few additional days.

Although we do all that we can to deliver within these time frames, and to inform you directly in case of the risk of a delay, this estimate is intended purely as a guide and cannot serve as the basis for any complaint.

Do I have the option to cancel my order if the delivery time has been exceeded?

We do everything in our power to stick to our commitments and to provide you with stock and shipping options as best we can. What's more, we ensure to inform you directly of any problems that we might become aware of.

If, in spite of these precautions, you deem a delay to be excessive, you can request a refund of the sums paid to us by consulting our General Conditions of Sale, Article 10

Product availability

And if a product is no longer currently available?

All of our product pages state a delivery time. Upon receipt of your order, we systematically verify the physical availability of the products that you have ordered. If there is a stock problem and the time cannot be adhered to, we will contact you immediately by telephone or email to inform you. If we cannot agree on a solution with you, your order will be automatically cancelled and your will be refunded immediately.

Price

Are there discounts for quantity?

Discounts are possible if the quantities justify it. However, these are reserved for professional buyers who can prove so by means of an intra-community VAT ID no. Thank you for your understanding in this matter.

What is the price of the fabrics?

On Etoffe.com you will find designer fabrics at the price recommended by the manufacturers, essentially at the same price as sold by all upholsterers and interior decorators. If, however, you do notice an anomaly, do not hesitate to let us know.

 

Cheaper elsewhere?

You may occasionally find offers on designer fabrics online that are allegedly cheaper. But are you being offered the same 'Money-back' guarantee? Even if it is you who made the mistake? Is shipping provided via a service provider who specialises in shipping to private individuals? Do you get a reliable contact partner who is available by telephone and able to quickly resolve any delivery or payment-related problems?

Do you deduct the VAT in case of export?

If the delivery address is located outside of the European Union, and depending on the country, you may be granted a price exclusive of VAT. The simplest way to find out is to create an account stating the country of delivery, to verify if the prices are exempt from VAT or not. Note, you may be required by local customs authorities to pay import taxes, which are at your own expense.

Privacy Policy

Why do you ask for my telephone number?

We print your telephone number on the delivery note. This enables the delivery driver to contact you directly if you are not in or in case of an address error.

Like you, we hate telephone canvassing and we promise not to make unsolicited sales calls. We will only bother if it is necessary in relation to your orders at etoffe.com.

Can I delete any mention of me from your files?

Yes. All you have to do is send your request in a simple email. We can also correct any incorrect data.

Are you compliant with the `Computing and Liberties Commission (Commission Nationale Informatique et Libertés, CNIL)?

Of course! We attach great importance to adhering to the regulations in force.

Our business was registered with the CNIL on 12/04/2010 under number 1423371, NS-48 standard.

Payments

Are you made aware of my bank details when I pay by card?

No. When the time comes to pay, you will be automatically directed to the page of our banking partner. You enter your bank details on the banks website, and we are not aware of these details.

Can you send me my receipt for a bank card payment?

No. All information regarding payment is entered on the bank's website and you must print a statement at this point in time. As a security measure, we do not have any detailed record of the banking transaction. Your invoice remains available in the "My Account" area, which you can print if you wish.

Can you give me a refund if I make a mistake?

Contact us as soon as possible in the event of an error. If it is clear you were acting in good faith, we will in the majority of cases cancel your order and refund you immediately.

Is there a risk that my bank details could be hacked during the transfer?

No, payments are made using the secure CM-CIC p@iement system, which uses the SSL (Secure Socket Layer) protocol, as such that the information transmitted is encrypted by a software program and that no third parties can access the information during the course of its transmission on the network.

Do you accept the payment of a deposit limited to 30% of the order amount?

Only on rugs priced at more than €900, in order to take the delivery times into account. In this case, select the option to pay by cheque with validating your order, then send us a cheque for 50% of the amount. Upon receipt we will contact you to confirm the delivery time and to arrange the payment of the balance. The balance must be settled in full prior to shipping.

Complaints

What should I do if the parcel packaging is damaged?
  • Our packages leave the warehouses in perfect condition, and the most simple option is to refuse the package. In this case please notify us promptly of the problem. We will work with you to find the best suited solution (sending of a new package or a refund)
  • If you accept the package, you must not your concern on the delivery note (for example "packaging damaged, accepted subject to unpacking") and issue a complaint with the shipping company by recorded mail with acknowledgement of receipt, within 3 days of the date of receipt of the goods.
What should I do if there has been an error in the processing of my order?

Contact us immediately and we will work with you to select the best suited solution (free shipping of the products at our expense, return at our expense, refund...)

What should I do if I am disappointed with my purchase and want to return the products?
  • If you are a private individual, we have chosen to extend the legal time period in which to inform us of your decision to 10 days from the date of receipt of the order, followed by a period of 10 days in which to return the goods. We will inform you of the shipping address and you will receive a full refund, excluding return shipping fees which you will be required to cover.
  • If you are a professional customer, you do not have a legal right of withdrawal. However, if you contact us immediately upon receipt of the goods and we are able to help you find a solution, we will do so with pleasure.

In order to exercise your right of withdrawal, please consult our General Conditions of Sale.
Please note, we cannot accept returns of cut or tailored fabrics.

What should I do if I only notice a fault after having cut or sewn the fabric?

In this case your right of withdrawal cannot be exercised and we cannot under any circumstances accept the return of your fabric. It is essential that you verify the length of your fabric prior to beginning cutting or alteration.

How is the refund made?

Our policy is to process any refund request immediately: non-conformity, right of withdrawal, Money-back guarantee or any error on our part.

As soon as we have issued approval, we will credit the agreed amount to your bank card. The sum will show in your account wthin1 to 5 days.

If you have pad using another method (cheque, transfer...) we will issue a refund by cheque within a maximum of 5 working days.

Fabrics and wallpapers

I am looking for a brand and I cannot find it on etoffe.com. Can you help?

Do not hesistate to use the contact to tell us about a designer that you would like to see on the site. If you tell us the details of the product you are looking for, there is every chance that we will be able to supply it to you subject to the same guarantees and conditions as are offered on the rest of our products.

That said, we only select brands that offer all guarantees in terms of quality, design, adherence to delivery times and product lifespan.

Are your fabrics and wallpapers of top quality?

Yes. Absolutely! All of the products on Etoffe.com are top quality and guaranteed free of defects. All of our fabrics and wallpapers are hand-picked exclusively from the current collections of the biggest designers.

And if the brand is there but I cannot find the product I am looking for?

It is possible that the product is sold oout or we did not select it for our product range. Or it may be a new product that has not yet been put online.
Feel free to ask us any questions you have using the contact form, specifying:

  • the brand
  • the name or reference of the design
  • the name or reference of the colour
  • the desired quantity

We will confirm the availability of the product, its price and its specifications with you as soon as possible.

Is the number of samples limited?

Yes. The number of samples is limited to 4 samples per order.
Although we respect and have an appreciation for quilting and patchwork projects, we unfortunately cannot accept this type of order.

Is the cost of the samples refunded if I place an order?

Absolutely! When placing your order you can deduct the amount charged for samples purchased within the last 3 months from your invoice.

  • When ordering sample you receive a discount code.?
  • When you place your order all you have to do is enter this code to have your sample refunded.
What are the dimensions of the samples and how long will it take for me to receive them?

Fabric samples are what one would refer to as a "swatch", that is, a small patch of fabric measuring around 5 x 10 cm (although the size can vary). They are enough to verify the colour shade and the "hand" of the fabric.
?
In the case of wallpaper we ship an A4 (21x29.7 cm) sample whenever we can, although the designers often provide us with smaller samples (up to 10x10 cm).
If you are disappointed because the delivered sample is of no use on account of being too small, we will refund you immediately - just inform us by email.
?

Some samples are specially orders and depending on where they are coming from the time can vary between 2 and 15 days. The delivery time is often longer for the fabrics or wallpapers themselves.
If you have a deadline that must be met, please let us know.

Transport

How do you calculate your shipping costs?

We offer free shipping on orders over €80 and otherwise charge a fixed fee of €6.90 for all deliveries within mainland France, regardless of the type or number of products ordered.

For other destinations, the shipping fees are calculated based on the weight of the package. In our calculation we apply a pick-up fee amounting to up to half of the shipping fee. We are keen for you to be able to benefit from our offers, even if you live far away from France.

 

Can you tell me the exact shipping costs prior to me placing an order?

In mainland France it's simple: shipping costs €6.90 on orders up to €80 and is FREE on orders over €80.  For other destinations all you have to do is simulate a purchase. The exact shipping price is automatically displayed as soon as you have stated the delivery address in the tab for creating an account. The product can be easily removed from your shopping cart if you do not wish to confirm your purchase.

 

Can I switch to my usual shipping company?

If you have a standard shipping company that you prefer to use, we are available to help find a solution.
This service is reserved for shipping to foreign countries and for orders in excess of 1,500 euros. If this is the case, do not hesitate to contact us by email or telephone.

Can you offer express shipping?

Contact us by email or telephone, explaining your needs. We work with leading express shipping companies all around the world (Fedex, UPS, DHL...) and have the organisational processes in place to very quickly provide you with a quotation.

 

 

If none of the suggestions matches your query, please send us your question directly,
You will be issued a direct response.


CLICK TO ASK A QUESTION