1. Products

Q1: Do you offer products in sizes or options different from those shown on the website?

A1: Our website presents all currently available options. If you need a specific size or option not listed, please don't hesitate to contact us. We will consider the possibility of adding it to our range in the future.

Q2: How can I ensure the product will fit my space?

A2: To help you choose the ideal product for your space, we recommend consulting our size conversion guide available on our website. This guide will help you understand the dimensions of our products and visualize them in your interior.

2. Orders & Payements

Q3: What payment methods do you accept?

A3: We use PayPal Express Checkout to process all our payments. This solution offers several advantages and options:

• PayPal account: Fast and secure payment with your existing PayPal account.
• Credit and debit cards: Payment possible with most major cards (Visa, MasterCard, American Express, etc.) via PayPal's secure platform, even without a PayPal account.
• Guest payment: Option to purchase without creating a PayPal account.
• Multiple currencies: Automatic management of currency conversions if necessary.

Q4: Can I modify or cancel my order?

A4: Once payment is made, your order immediately enters production. Therefore, we generally cannot accept modifications or cancellations after this stage. We recommend carefully verifying your order before proceeding with payment.

Q5: What should I do if I haven't received an order confirmation?

A5: If you haven't received a confirmation within minutes of your order, please check your spam folder. If you still can't find it, contact our customer service at service@tycy.art.

3. Production and Shipping

Q6: What are the production times for my items?

A6: Our products are made to order. Average production times are as follows:

• For most products: 3-4 business days
• For some more complex products: up to 7 business days

Please note that these times may vary slightly depending on the type of product and the time of year.

Q7: How long will it take to receive my order?

A7: The total time to receive your order includes production time and shipping time. Here's an estimate of total times:

• United States: 10-18 business days
• Canada: 17-29 business days
• European Union: 18-34 business days
• Switzerland: 18-34 business days
• Other international destinations: 23-39 business days

These times are estimates and may vary depending on various factors, including customs procedures and local conditions.

Q8: Do you ship internationally?

A8: Yes, we ship to many countries, including Switzerland, the EU (including the UK), the United States, and Canada. Customs fees and VAT may apply depending on the destination.

4. Order Tracking

Q9: How can I track my order?

A9: You can easily track your order by following these steps:

1. Once your order is shipped, you'll receive a shipping confirmation email containing a tracking number.
2. Click on the tracking link provided in the email or copy the tracking number.
3. You can then use this number on the carrier's website to track the progress of your package.

Q10: Why isn't my order tracking being updated?

A10: There could be several reasons:

• The package may be in transit between two checkpoints.
• There may be delays in updating tracking information, especially for international shipments.
• In rare cases, there may be technical issues with the carrier's tracking system.

If you haven't seen an update for more than 5 business days, please don't hesitate to contact us so we can check the status of your order.

Q11: Is my order delayed?

A11: If your order exceeds the estimated times mentioned above, it may be considered delayed. Delays can be due to various factors such as:

• Unexpected demand spikes
• Customs inspections for international orders
• Adverse weather conditions
• Disruptions in transportation networks

If you think your order is delayed, please don't hesitate to contact us. We'll do our best to obtain up-to-date information and resolve any potential issues.

5. Warranty

Q12: What warranty do you offer on your products?

A12: We offer a limited 30-day warranty against manufacturing defects from the date of product receipt. This warranty covers print defects, material defects, and size issues if the product doesn't match our specifications. Normal wear and tear, damage due to misuse, and minor variations inherent in custom production are not covered.

6. Returns and Refunds

Q13: What is your return policy?

A13: Due to the custom nature of our products, we generally do not accept returns. However, we offer replacements or refunds in case of manufacturing defects, damage during shipping, or if you receive an incorrect product. Please consult our complete returns and refunds policy for more details.

Q14: What should I do if I receive a damaged product?

A14: If you receive a damaged product, please contact us within 14 days of receipt. Provide a detailed description of the problem and clear photos showing the defect. We will review your request and offer a replacement or refund as appropriate.

Q15: How long does it take to process a refund?

A15: Once your refund request is approved, processing can take 5 to 14 business days, depending on your payment method. If you haven't received your refund after this time, please don't hesitate to contact us.

7. Data Privacy and Payment Security

Q16: How do you protect my personal data and payment security?

A16: We take the protection of your personal data and payment security very seriously. Here is some important information on this subject:

1. Personal data protection:
   • We use Shopify as our e-commerce platform, which applies strict data protection standards.
   • Your personal information is collected and used in accordance with our privacy policy, based on Shopify's standards.
   • We only collect data necessary to process your orders and improve your shopping experience.
   • You have the right to access your data, modify it, or request its deletion.
2. Payment security:
   • All payments are processed via PayPal Express Checkout, a service recognized for its security.
   • PayPal uses advanced encryption to protect your financial information.
   • We never have access to your complete credit card data.
   • Transactions are monitored in real-time to detect any suspicious activity.
3. Cookies and tracking:
   • Our site uses cookies to improve your browsing experience and personalize content.
   • You can manage your cookie preferences through your browser settings.
4. Information sharing:
   • We do not sell or share your personal information with third parties for marketing purposes without your explicit consent.
   • Some information may be shared with our service providers (such as Shopify and PayPal) solely for the purpose of processing your orders.
5. Site security:
   • Our site is regularly updated and monitored to prevent any security breaches.
   • We use an SSL certificate to ensure a secure connection between your browser and our site.

For more details, you can consult our privacy policy.

8. Other Questions

Q17: How can I contact you if I have other questions?

A17: You can contact us at any time at info@tycy.art. Our customer service team will be happy to assist you.

Q18: Do you offer discounts for bulk purchases?

A18: We currently do not offer discounts on products or shipping fees for bulk purchases. Each order is processed individually to ensure the best possible quality.

Don't hesitate to contact us if you have other questions that are not addressed in this FAQ. We're here to help!