Frequently Asked Questions

Payment
What are the different means of payment available?

Payment can be made by credit card (Carte Bleue, Visa, Master Card), by Paypal and by bank transfer.

Am I debited directly when I place my order?

The credit card is usually debited within 2 to 5 days after placing the order. If you opt for bank transfer, the bank details will be indicated during the purchase process and by email. The debit is made when the transfer is validated via your bank interface.

Is the payment secure?

Payment is 100% secure for each payment method offered. All the information relating to your credit card is neither kept nor recorded.

Is it possible to pay in instalments?

It is currently not possible to pay in instalments.

My payment has been validated, but I have not received an order confirmation. What should I do?

First of all, we invite you to check your spam. In rare circumstances, it is possible that the order confirmation is not sent by email. If this is the case we invite you to contact our customer service by phone or email at hello@moodntone.com.

Order
I can't find a product of a brand present on your site.

It is possible that you do not find a product you wish to order, the whole collection may not be visible on our site. In this case, please contact our customer service at hello@moodntone.com so that we can offer you the desired product.

Can I cancel my order?

Yes, you have a period of 24 hours from the date of order to cancel one or more products in your order, by contacting us by email at hello@moodntone.com.

Can I change my order?

Yes, you have a period of 24 hours from the date of order to make a change to one or more products in your order, by contacting us by email at hello@moodntone.com.

Is it possible to receive an invoice with my order?

Your invoice is attached to the email confirmation of your order in pdf format, and can also be downloaded to your customer account.

I have placed several orders: can I put them together?

It is not possible to combine several orders into one on your customer account. However, our logistics department will do its best to combine the deliveries of several orders into one delivery.

How do I track my order?

A tracking e-mail is sent to you when your order is dispatched, so that you can follow the progress of your order according to the chosen carrier.

Delivery
What is the delivery time?

Delivery times are indicated on the product sheet during the ordering process. This is an estimate, they may therefore vary in particular in the event of a temporary stockout of a product.

Which countries do you deliver to?

We currently deliver to mainland France (excluding Corsica), Spain (excluding the islands), Germany, Belgium, Luxembourg, the Netherlands and Italy (excluding the islands).

What are the delivery rates?

Delivery rates are free for all orders over 99€ in metropolitan France. For other European countries available, the rates are not the same as for mainland France. Delivery rates are calculated according to the weight and dimensions of your package and the destination. When you add one or more product(s) to your basket, the shipping costs are calculated automatically.

What are the terms of delivery?

Moodntone takes care of selecting the most suitable carrier for each order from a wide range of carriers: Colissimo, Chronopost, GLS, UPS, TNT, DHL, Geodis, Guisnel, DB Schenker or private carrier. Orders can be shipped from our warehouse or directly from one of our partners' warehouses.

How to know the carrier?

To find out exactly which carrier will deliver your package, simply send a request to hello@moodntone.com.

How do I receive my order at home?

Deliveries do not include any installation or climbing services and take place at the foot of the building. If you would like to be delivered to two deliverers on the floor or in the room of your choice, please contact our service when placing your order.

It is imperative that you check the products on receipt in the presence of the delivery man, and refuse any package whose products do not conform, so that a replacement or refund can be accepted.

I have received my damaged product: what should I do?

If you are in the presence of the delivery man and proceed to check the contents of the package, simply refuse delivery, specifying the reason for the refusal on the delivery note.

If a problem has been discovered after delivery and verification in the presence of the deliveryman, contact our team so that we can provide you with a suitable solution.

I'm not at home at the time of delivery: how does it work?

No problem, simply contact our customer service or directly with the delivery service to set a new date for the receipt of your order.

Return & refund
Can I return my order?

In accordance with article L.121-18 of the French Consumer Code, it is possible to exercise your right of retraction and return the product(s) that do(es) not give you complete satisfaction. However, this option is not applicable to products made to order and/or according to the buyer's specifications (finishes, materials, choice of fabric, legs etc), and more generally, any product that is personalised or which, due to its nature, cannot be reshipped or is likely to deteriorate. Do not hesitate to contact us before validating your order to ensure that a return is possible.

What is the deadline for returning my item?

If your product is eligible for the right of withdrawal, you have fourteen days to notify us by email at hello@moodntone.com of your wish to return your item. The return must then take place within the days following your decision to return.

How do I return an item?

1. Check that the product is in perfect condition for resale

2. Use the original packaging

3. Insert the printed invoice in your parcel

4. Notify Moodntone by email of my wish to make a return to hello@moodntone.com within 14 days of receipt of my package.

5. Ship the item by the carrier of my choice to: MOODNTONE SAS, 53 rue des Messageries 57000 METZ, France

You can also ask our service for a return voucher, the amount of which will be validated and deducted from your refund.

If I return my order, will there be a charge?

The return costs are to be paid by the customer.

What are the methods and deadlines for reimbursement?

Refunds can be made within 14 days from the day of receipt of the product in question, so that our team can check the product. The method of refund depends on the method of payment chosen (card, bank transfer, Paypal). The bank refund period usually takes 2 to 7 days.

Is it possible to be reimbursed in the form of vouchers/credits?

Yes, refunds can be made in the form of vouchers or credit notes at the customer's request.

My account
Is registration free?

Yes, any registration on our site is free of charge.

I forgot my password: what can I do?

Go to https://www.moodntone.com/fr/password-recovery and reset your password by entering your email address.

I would like to change my password: how do I do this?

Once you have logged into your customer account, click on "Personal Information" or go to https://www.moodntone.com/fr/identity.

I would like to change my email address: what should I do?

Once you have logged into your customer account, click on "Personal Information" or go to https://www.moodntone.com/fr/identity.

Is my personal data protected?

Your privacy is important to us, please visit https://www.moodntone.com/fr/vie-privee-et-securite for more information.

My account is blocked: what should I do?

In some cases, our service may block access to your customer account. If your account is blocked, please contact our service at hello@moodntone.com for more information.

How do I subscribe to the newsletter?

You can subscribe to our newsletter at any time to find out about our new products, news and special offers, including our private sales at the bottom of the page or when you create your customer account. In addition, by subscribing, you benefit from a 10% discount on your first order. You will need to validate your registration by e-mail to activate your subscription and to benefit from the welcome offer.

How do I unsubscribe from the newsletter?

A link allowing you to unsubscribe is present at the very bottom of each newsletter sent.

What are "moodies"?

When you order on our site, you collect loyalty points called "moodies" which will give you access to vouchers for future orders.

1€ = 1 moodie = 3 cents. The moodies collected can be converted into vouchers at any time. They are credited directly after payment of your order and can be used for a future order. These loyalty points can be cumulated with all current offers and without minimum purchase.

Corporate Social Responsibility
How do you choose the brands and products on your site?

We favour collaborations with brands, designers and craftsmen who share our ethical and responsible values, favouring eco-design.

Where are your products manufactured?

The products on Moodntone come from all over the world. Although we aim to develop global craftsmanship, we favour European manufacturing to minimise the impact of transport.

How can the impact of transport be minimised?

We strive to reduce our environmental impact. For example, we encourage dropshipping, so your order is shipped from the place of manufacture without transit through our warehouse. Our aim is to minimise the number of intermediaries between the place of manufacture of the products and the final destination.

When it comes to products from another continent, the sea route is preferred. This means of transport remains the least polluting but we know that the environmental impact is not zero.

How do you package and protect your products?

We are aware of the volumes of packaging used. Our products are often fragile and therefore require a certain level of protection in order to guarantee that you receive them in good condition.

In order to protect your orders, our teams favour the use of kraft paper, biodegradable bubble wrap, RESY-certified cardboard (fully recyclable) and ecological kraft tape that is recycled along with the cardboard.

For orders directly packed by our partners, we do our utmost to ensure that recyclable packaging is used.

How to sort out the different types of packaging and protection?

Most of the packaging can be thrown into the sorting bin for recyclable waste (kraft, cardboard, plastics, paper). However, sorting instructions may vary locally, so please check with your local authority to find out what to do.

What do you do with your downgraded, damaged or returned products?

Products that have been downgraded, damaged or returned by our customers are taken care of by our service. They can be offered for sale again, recycled or used on our premises.

Professionals
Can I benefit from exclusive discounts?

Yes, we invite you to request a quote from our department at hello@moodntone.com.

I am a professional who wants to sell my creations on Moodntone, is there a charge?

No, the uploading and promotion of your creations on our website is free of charge.

I am a professional who wishes to sell my creations on your site, how can I do it?

You can contact our department directly at hello@moodntone.com, so that our team can get back to you.