FAQ - Frequently asked questions

Customer Support

FAQ - Frequently Asked Questions

Welcome to our FAQ page where you will find answers to the most frequently asked questions regarding our products, services, and policies. At Murs du Temps, we are committed to providing you with a transparent and satisfying shopping experience. Whether you have questions about delivery, our return conditions, or how we select our wall decorations, we are here to help you. Explore this section to obtain clear and precise information, and make your experience with us as pleasant and simple as possible.

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Delivery & Order

WHEN WILL I RECEIVE MY ORDER?

The processing of your order, the manufacturing of the products, and the delivery (free) require our team a maximum delay of 4 to 12 working days. We do everything possible to ensure that you receive your order as quickly as possible, without compromising the quality of our goods.

MY ORDER IS NOT COMPLETE

If your order includes multiple items, it is possible that they will be shipped separately, depending on available stock and shipping warehouses. Don't worry, your package will arrive shortly.

I HAVE NOT RECEIVED MY ORDER

A problem with the Post? Package lost, broken, destroyed?

With our secure delivery, Murs du temps takes care of disputes on your behalf. The satisfaction of our customers is our priority. We do not shift the blame to the carrier by leaving you to "sort it out." We take full responsibility by immediately sending you a new package at our expense.

Do not hesitate to contact us by email at support@murs-du-temps.com: our team will do everything possible to meet your expectations.

OVERSEAS FRANCE (DOM-TOM)

Deliveries to overseas France (DOM-TOM) are generally longer (up to 2 months from the day of the order) in order to remain financially accessible. An additional cost for delivery will be requested for the following countries:

- Guadeloupe

- Guyana

- Réunion

- Martinique

- Mayotte

- New Caledonia

- Saint-Barthélemy

- Saint-Pierre-and-Miquelon

- Saint-Martin

- Wallis-and-Futuna

- French Polynesia

Cancellation & Return

CAN I CHANGE MY ORDER?

Yes, as long as your order is not "being processed".

CAN I CANCEL MY ORDER?

It is entirely possible to cancel your order! However, if the order is already being prepared, the cancellation fee will amount to 40% of the purchase price.

Do not hesitate to contact us by email at support@murs-du-temps.com: our team will do its utmost to meet your needs!

I WANT TO RETURN AN ITEM

We can only accept a return in the case of a proven defect in the product.

Our items undergo very strict quality controls before each shipment. However, if your products have any manufacturing defect, please send us a photo of the product in question (in the original packaging if possible) to support@murs-du-temps.com along with your order number. To be eligible for a return, your item must be unused and in the same condition as when you received it.

Security and payment

WHAT PAYMENT METHODS DO YOU ACCEPT?

Your safety, our priority: our site only offers secure and guaranteed payment methods without risks.

We accept:

Credit cards

Debit cards

Our online payment services:

Paypal*

G2A Pay*

*Paypal - As a banking institution within the European Union, PayPal offers you over 10 years of experience in secure online payments. It is simple, fast, free, and globally recognized for its efficiency.

*G2A Pay - G2A Pay is a global payment platform. It supports over 150 local and global payment methods (Mastercard, Visa) to provide you with maximum payment options.

Your bank details or credit card information will not be communicated to us in any way. All payments are protected by our 128-bit SSL encrypted payment processor. We do not accept checks at this time.

ARE MY INFORMATION SECURE?

Yes!

The "HTTPS" present in the URLs of our store reflects the quality of our services. HTTPS is the secure version of "http" achieved through the use of SSL/TLS protocols. HTTPS is used to protect financial transactions on merchant sites. As e-merchants, we are aware that the use of SSL has become essential nowadays. It is the best way to protect your data and shield yourself from any hacker or identity theft.

Visually, the SSL certificate is represented by a padlock that appears in the URL bar of the web browser. It is also represented by an "s" which means "secure" and is added to the "http" protocol on the website in the address bar.

Practical Guide & Advice

HOW CAN I ORDER A PRODUCT?

We make your shopping as easy as possible.

You select the desired product(s)
Click on "add to cart"
Click on the shopping cart icon at the top right (your "cart") to finalize your purchases

We also offer you the option to create an account to make the process even simpler.

CAN I COMBINE MY DISCOUNT CODES?

No. Except in exceptional cases, we only accept one single discount code per order.

I RECEIVED AN IMPORT TAX

Walls of Time ships its products worldwide legally. However, the buyer is responsible for the import taxes of their country, we decline all responsibility.

"WHOLESALE" ORDER

If you wish to order in bulk, send an email to our team at support@murs-du-temps.com