PRODUCTS

We don't have a showroom. We work directly with the factories without intermediaries in order to offer the best quality/price ratio. Best price also means reducing the costs that the end customer pays as the costs generated by a showroom.

We will gladly send you a fabric sample of the model you want. To do so, simply go to the product sheet and add the samples to your basket and order for free.

We only sell products from our catalogue with colours and fabrics that we have pre-selected, customization is not available at the moment.

Our products are made in Europe (Italy, Portugal, Slovenia, Spain,...). We have no production outside Europe.

Our products are guaranteed for two years. This warranty also extends to all parts of the product. Rest assured that we do everything necessary to ensure that our products have a very long life span.

Yes, all parts (mechanism, fabric, motor, bluetooth, speaker,...) that make up the product are covered by our two-year warranty policy. For more detailed information you can consult our page Product Warranty.

We mainly use excellent solid woods such as oak, walnut and beech.

Product dimensions are shown on the product page. If you would like more information or an important information is missing, you can contact our customer service.

All our products are handmade by craftsmen. The majority of our partner factories have a production process composed of several craftsmen, in these cases the delays are shorter.

However, some models can only be produced by small artisan workshops because of the complexity of the product. In small artisan workshops the lead times can be even longer due to the overload of work during seasonal peaks and events (International Furniture Fair in Milan, peak demand in summer,...), which leads to a strong increase in production lead times.

ORDER & PAYMENT

You can track your order from your customer account. In addition, we will send you an email and an sms at each step (validation, manufacturing, shipping and delivery) of your order.

We deliver throughout France (excluding Corsica), Belgium and Luxembourg.

You can find your invoice after delivery of your order on your Balmaison Account.

You have the choice between payment in one go by credit card, a solution secured by BPCE (Banque Populaire Caisse d'Epargne)

With PayPal you have the possibility to pay directly with a bank account without a credit card.

You can also pay in 2x, 3x or 4x by credit card with the Alma solution (France and Belgium)

You can consult the Payment Methods section for more details.

We can advise you by phone on our catalogue.

However, we cannot take your order over the phone as we cannot take your bank details over the phone for security reasons.

DELIVERY

We have two types of delivery services:

  • Delivery at the bottom of the building
  • Delivery in the Room (without assembly)

The delivery Premium does not mean fast delivery as offered by the e-commerce giants.

Premium delivery in furniture and sofas is expressed by the service provided and not by the deadlines. This includes making an appointment and dropping off the sofa in the room of your choice*.

The Premium delivery of the sofas necessarily requires the intervention of a specialized company with two people. This two-person service takes more time than a traditional delivery at the bottom of a building.

A Premium delivery in the room can take between 3-15 working days depending on your availability (appointment required) and your location.

*You must always check the accessibility of your apartment before placing your order. In case of inaccessibility and above the 3rd floor, additional costs will be charged by our transport partner.

Assembly and unpacking services are not included in the premium delivery.

Your order will be delivered directly to your home in the room of your choice by two delivery men. You will have to assemble and unpack the products yourself.
Before delivery, you will be contacted by our carrier (by SMS, phone or e-mail). Depending on the method of delivery, you will be given a delivery date where you will be able to arrange the date of your choice.

The Premium delivery allows you to have your sofa directly in the room of your choice *. It is a delivery made by two people. The delivery time is longer than a delivery at the bottom of a building.

Delivery at the bottom of the building: only one person brings your product to your door. You have to assemble your product in the room of your choice by your own means. This method of delivery is faster than Premium delivery. However, you are responsible for any damage that may occur to your product during the transfer from your front door to the room where your product is finally installed.

*You must always check the accessibility of your apartment before placing your order. In case of inaccessibility and above the 3rd floor, additional costs will be charged by our transport partner.

The shipment of a sofa in Premium mode outside the Ile-de-France (our headquarters) requires a significant amount of time and mobilizes several structured resources to ensure the proper delivery of your order in France, Belgium and Luxembourg.

The main steps of a Premium delivery:

1st Step - Shipping your order from our warehouse (Thorigny sur Marne- 77400) to the central HUB of our delivery partner Agediss in Mer (41).

2nd Step - Our partner Agediss checks the status of your order and prepares it for shipment to its local agency nearest to your place of residence.

Step 3 - As soon as your order is received by the local agency of our partner Agediss, the latter will contact you in order to fix a delivery time slot according to your availability. It is very important to respect the date of appointment, in case of impediment, remember to warn at least 48 hours in advance Agediss to avoid costs of second passage. The delivery is made by two people in the room of your choice.

The delivery time depends on two factors: your availability and your location. This is why delivery times can vary between 2 to 10 working days depending on the case.

If you have received a dispatch sms for at least 10 working days and nobody has contacted you yet. Please call our customer service quickly so that we can find the solution together.

In order to minimize breakage during transport. We deliver the furniture in kit form. Most of our sofas are also delivered with the legs removed.

First of all we apologize! This is a very rare situation. Rest assured we are here to satisfy you.

Damage visible on delivery

If the product is damaged or broken, you must describe the damage in detail on the delivery note (e.g. tear on the right arm of the sofa) and take photos. If the product is in an unacceptable condition, you must refuse the delivery after reporting the anomaly by describing in detail on the delivery note.

Defect visible after delivery

If you notice a manufacturing defect once you have unpacked the item, you have a maximum of 3 days to contact us at contact@balmaison.com . We will find the most satisfactory solution for you: replacement or repair of the item, free reshipment of a new conforming item, or refund.

We invite you to contact our Customer Service and to send us photos and/or videos so that we can assist you in the best possible way.

In the case of an exchange of a defective item you will of course have no additional cost. If you opt for a refund, you will also be refunded the delivery costs initially paid.

Of course! We work with different partners for delivery - they have been chosen with the utmost care to offer you the best service.

The contacts of each transport partner are indicated in the Emails they send you at the time of shipment.

It depends on the progress of your order. Please contact our Customer Service as soon as possible with your order number. We will do our best to find a solution for you.

We invite you to quickly contact our transport partner by clicking the link that was sent to you when your order was shipped. You will then be able to agree on a new delivery date.

RETURNS & REFUNDS

To cancel your order we invite you to contact our Customer Service department by e-mail, indicating the reference number of your order.

The possibility to cancel an order depends on the progress of your order. As long as your items have not yet left our logistics centre, we can cancel all or part of your order without any problems.

The order has not yet been shipped

If the items have not yet been shipped at the time of the request, it is entirely possible to cancel your order.

We will proceed to the cancellation of the order and its full refund (including shipping costs) within a period of time that depends on your initial payment method.

The order has already been shipped

If your order is already being shipped when you contact us, we unfortunately cannot cancel your order.

If you are really sure you don't want your items, you can refuse the package upon delivery. However, we will have to apply the return costs in this case.

Otherwise, you can accept the delivery and then proceed to a return request by email or telephone. You have a period of 14 days from receipt of the product to make your return request. A return fee will be applied in this case.

The refund period depends on the method of initial payment, for more information you can consult the page returns and refunds.

We will refund you on the means of payment that was used for the order. For more information on refund periods, you can consult our Returns and Refunds page.

First of all we apologize! This is a very rare situation. Rest assured we are here to satisfy you.

Damage visible on delivery

If the product is damaged or broken, you must describe the damage in detail on the delivery note (e.g. tear on the right arm of the sofa) and take photos. If the product is in an unacceptable condition, you must refuse the delivery after reporting the anomaly by describing in detail on the delivery note.

Defect visible after delivery

If you notice a manufacturing defect after unpacking the item, you have a maximum of 3 days to contact us. We will find the most satisfactory solution for you: replacement or repair of the item, free reshipment of a new conforming item, or refund.

We invite you to contact our Customer Service and to send us photos and/or videos so that we can assist you in the best possible way.

In the case of an exchange of a defective item you will of course have no additional cost. If you opt for a refund, you will also be refunded the delivery costs initially paid.

You can consult the conditions and costs of return in the Returns and Refunds page.

Nothing could be easier! In the case of a return of a bulky product we simply ask you to repack the product in its original packaging (with all the protections to ensure its transport).

We will then arrange for you to be picked up by our carrier directly at your home.