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Accueil » FAQ

I made a mistake in my order. How can I change it?

Delivery address
If your order has not been sent yet, please send an email to commande@shop.ttk.fr (to be checked
with Amel) so that we can help you as soon as possible.

If your order has already been sent, we will not be able to change the delivery address and it will be
sent to the address you provided.

If you are not sure whether your order has been shipped or not, please contact us.

Billing address
Unfortunately, we cannot change the billing address once your order has been confirmed. However,
a wrong billing address will not affect the processing of your order.

I placed an order on your web site but I did not receive a confirmation email. Where is my order?

In our experience, there can be several reasons for this:

  • The email is in your “Spam” folder. We advise you to take a look at it to verify.
  • Your payment failed. It is therefore normal that you did not receive a confirmation email. We advise
    you to check your bank account to see if you have been debited.
  • You received the wrong email when you placed your order. In this case, we advise you to contact us
    (commande@shop.ttk.fr) indicating the delivery address you used for your order. This will allow us to
    find your order.
    If you think that your problem is not listed above, do not hesitate to contact us and give us as much
    information as possible so that we can help you.

What are the delivery times?

If you have not yet placed an order, to find out more about the methods, prices and delivery times,
we advise you to add a product to your shopping cart and simulate an order purchase by entering
your delivery address. The delivery options will then be displayed.
If you have already placed an order, you should have already received this information in a
confirmation email. This will depend on the content of your order, your address, and the delivery
method you choose.

I want to return a product. How do I do that?

Please see here (link to Return)

I want to make an exchange. How do I do that?

Please note that there is no exchange possible for any material purchased on TTK’s online site once
your order has been validated. We advise you to check the material and the quantity before
validating your order.

If your order has not yet been shipped, please send a mail to à commande@shop.ttk.fr.
If your order has already been shipped, we will unfortunately not be able to cancel it.

Will I have to pay customs fees?

All TTK fees are paid at the time of ordering: products’ price + shipping costs.
However, it is possible that you may have to pay customs fees or import taxes if you wish to be
delivered internationally (outside of France and outside of the European Union’s VAT zone).
These fees do not depend on us, but 100% depend on the laws of the country to which you import
the order. They are therefore the responsibility of the importer, i.e. the customer.

My order has not been sent yet. Is this normal?

Once your online order has been officially processed, you will receive an order confirmation by email.
Orders are processed Monday through Friday, between 8:00 am and 5:00 pm (UTC+2).
Our standard delivery time for all orders is 5 business days.
Any orders received on holidays will be processed as soon as the office reopens. If you think your
order should have been shipped by now and you have not received a confirmation email, please feel
free to contact our support with your order number.