Frequently Asked Questions
MY ACCOUNT
Don't panic, we have the solution!
- Go to the login page.
- Enter your email address and click on 'Forgot your password'?
- A window will appear. Re-enter your email address and click the 'Send reset link' button.
An email containing a reset link will automatically be sent to the address you entered. Follow the instructions in the email to set a new password.
Warning: If you receive the message 'Sorry, we don't have an account with this address', this probably means that the email address you entered is incorrect. Check and correct it before you try again.
That way you'll be able to access your account quickly 😊.
Your account allows you to:
• Place orders on our site.
• Track the progress of your orders.
• Keep a list of your favourite items.
You can also change your preferences, such as your delivery address or the email address associated with your account.
Here are the steps to create your account for your first order:
- Enter your email address after clicking on 'Complete My Order'.
- Enter your password on the next screen.
- Complete the information requested.
You can also create your account by going directly to the 'My Account' tab at the top right of the page. You will be asked to create an account by entering your email address and password. When you register, you will also have the option to subscribe to our Newsletter.
Good to know:
• You can change your email address or password at any time in your account.
• If you are not receiving our emails (order confirmations, invoices, shipping information, etc.), please check your spam folder.
For our business customers:
• Create your account directly in the dedicated Pro area.
• Don't hesitate to sign up to our CLUB PRO loyalty programme, which offers you a range of exclusive benefits.
In your customer account, under the “My information” menu item, you can change your name, e-mail address, password and date of birth. Once you've made your changes, click on “Submit” to confirm them.
If you wish to delete your customer account and all associated data, please send us a request by e-mail or via our contact form. Please note, however, that if you have placed an order, we will be obliged to retain the billing information relating to that order in order to meet accounting and administrative requirements.
PRODUCT
There are two ways to search for a product on our site:
Using the search engine (magnifying glass) at the top right of the screen
- Enter a description, a reference or the exact name of the product you are looking for, for example: 'solid oak flooring'.
- Once the results are displayed, you can refine your search using the filters on the right-hand side of the page: colour, floor type, wood species, finish, etc.
- To activate a filter, click on a category or tick the desired criteria.
- To broaden your search, deselect the criteria you do not need or use the Reset button.
Search directly by category
- Navigate from the main menu by selecting the categories that correspond to your needs.
- Confirm your search by clicking on the 'Show results' button.
- You'll see a list of products that match your criteria.
Additional features
• Save your Favourites: Click on the 'heart' icon at the top right of the product photo to add an item to your Favourites.
• You can view your selection by clicking the 'heart' icon at the top right of the screen.
View a product sheet: Click on a product to access its detailed information sheet.
Need help? Our advisors are on hand to help you with your search. Call us on 0825 82 82 82 (local rate), Monday to Saturday, 9am to 7pm, or email us at online@decoplus-parquet.com.
The availability of each product is indicated on the product sheet using a dedicated sign:
• In stock: the item is available immediately from our stock.
• Out of stock: the product is not available and restocking may take a long time or be impossible. In this case, contact our customer advisers, who will help you choose a similar replacement product.
• Being restocked: the product is not in stock, but will be available soon. You can place a Pre-Order to reserve it and guarantee its availability. Please do not hesitate to contact our customer service department to find out the exact lead times on 0825 82 82 82 (price of a local call) from Monday to Saturday between 9am and 7pm or by email online@decoplus-parquet.com.
If your order contains products in stock and others being restocked, your parcel will be dispatched when all items are available. If you're in a hurry, you can also place a separate order for products in stock and another for those being restocked.
Small imperfections, big opportunities!
The word 'Bargain' means that the products may have more or less visible natural wood defects, or processing and manufacturing imperfections, in varying proportions. However, these anomalies do not affect the normal use of the product.
For 'Aubaine' products, we recommend that you allow an additional margin of at least 20% in relation to the surface to be covered, to compensate for any losses due to defects.
From 1 January 2012, in accordance with the Grenelle I and II laws, all construction products, wall and floor coverings, paints and varnishes must carry a label indicating their level of volatile organic compound (VOC) emissions.
The aim of this measure is to inform and protect consumers from the risks of inhalation toxicity associated with volatile pollutants such as formaldehyde, toluene and styrene. These substances can cause diseases such as asthma, allergies and conjunctivitis.
At Décoplus Parquets, we are committed to healthy indoor environments. We ensure that our products contain little or no solvents and meet the strictest standards for formaldehyde and VOC emissions.
Follow these steps to determine the amount of parquet required for your project:
- Measure the area (in square metres / m²). Start by measuring the room in square metres. Take into account any irregularities such as diagonal walls, recesses, niches, etc. It's a good idea to draw a plan of the area to be covered. Note that the direction in which the boards are laid does not affect the area measurement.
- Calculate the amount of parquet required. Take into account losses due to cutting and board selection. We recommend an allowance of 7 to 10% for a standard installation, 12% for a diagonal installation and 15% for a patterned installation (herringbone, longstrip, flagstones, etc.).
- Calculate underlay requirements. Add 15 cm on each side of the room surface and recalculate the new area. Calculate skirting board requirements.
- Calculate the perimeter of the room, including all recesses but excluding doors.
This method will help you obtain an accurate estimate of the quantity of material needed for your parquet project.
Our Prices
In addition to our commitment to 'fair pricing', many factors, both internal and external, influence the pricing of our parquet products:
• The type of parquet Parquet
the parquet floor can be solid or engineered. The higher the percentage of precious wood (or wear layer), the higher the price.
• The grade or choice of wood
The price of a Selection / Nobless grade will be higher than that of an Authentic / Country grade. This is because boards that meet the criteria of the Selection / Nobless grade are rarer than those of the Authentic / Country grade, which have the natural roughness of the wood.
• Plank thickness and width
The price of a plank increases with its size. For example, our XL and XXL strips are systematically more expensive than our standard strips.
• The finish
Whether the parquet is unfinished, pre-sanded, lacquered, oiled, brushed or aged, the finish plays a key role in determining the price. For example, oiled and brushed parquet will be significantly more expensive than unfinished parquet.
• The rarity and origin of the wood
Certain woods that are rare or subject to harvesting restrictions can lead to high costs. For example, a Wengé parquet floor will be more expensive than a Merbau parquet floor.
That's why we strive to offer you products that meet your expectations, while guaranteeing a fair and transparent price.
We have chosen to display our prices excluding VAT* (HT**) because we work with both professional and private clients.
For private customers, the VAT rate can vary from 10% to 20%, depending on the legislation in force. By displaying prices excluding VAT, we provide a clear and reliable basis for comparison. For greater transparency, for each item we also show the price including VAT, applying the 10% and 20% VAT rates, as well as the price excluding VAT. * Value Added Tax ** VAT excluded
The 10% VAT rate applies to:
• Residential property completed more than 2 years ago (main or secondary residence), whether you are the owner, tenant or occupier.
• Works and equipment invoiced by a company, with the exception of major renovation works. What should you do when ordering from Décoplus Parquets? To benefit from the reduced VAT rate of 10%, the invoice must be made out in the name of the tradesman or company carrying out the work. The tradesman or company will then collect the cost of the parquet and installation, including 10% VAT.
Preferential installation rates have been negotiated with our independent installation partners. They are responsible for invoicing these services, which will be provided to you in the form of an estimate.
If you wish to reserve your parquet flooring by paying a deposit to ensure you get a good deal, you can of course make the payment in your own name. However, the final invoice must be in the name of your installer, who will deduct the amount you have already paid from his invoice.
As part of the French law on Extended Producer Responsibility (EPR), we joined the government-approved eco-organisation VALOBAT to set up the eco-contribution scheme. Once again, this scheme reflects our commitment to the environment.
Eco-contribution is a financial contribution to support the collection, recycling and recovery of end-of-life waste from our products. This system contributes to the development of recycling channels and the creation of eco-designed raw and secondary materials, while minimising the environmental impact of our parquet flooring.
What is the amount of the eco-contribution?
The amount of the eco-contribution varies according to the type of product, as it takes into account the recyclability of the materials that make up the product. Solid wood flooring, engineered wood flooring, laminate flooring and glue pots are not recycled in the same way or with the same ease.
Is the environmental fee included in the product price?
For greater transparency, we have decided not to include the eco-tax in the price of our products. So on your order form, for each product, you'll be able to see the amount of the eco-tax, with a total at the end corresponding to the sum of the eco-contribution. We pay the entire eco-contribution to Valobat.
Together we help to reduce our environmental footprint by ensuring that our products have a responsible life cycle.
Your Order
Follow these simple steps to complete your order:
- Log into your account using your email address and password.
- In your account, go to the 'My quotes' tab where you'll find your quote number. This number may have been changed by one of our advisors to complete, adjust or correct your request.
- Check your quote carefully and then click the 'Order' button. You will then be taken to your shopping basket to complete payment for your order.
- Select the payment method to pay for your order.
In some cases we need to verify the identity of the person placing the order. This is to ensure the security of your transaction.
If your card is lost or stolen, or if your payment account is hacked, a malicious person could place an order in your name with impunity.
Identity verification helps prevent this risk. We may ask you to provide a copy of both sides of your identity document.
In accordance with our Privacy Policy (RGPD), all documents collected will be deleted once your identity has been verified.
If you have not received your order, please contact us on 0825 82 82 82 (local rate), Monday to Saturday, 9am to 7pm, or by email at online@decoplus-parquet.com.
Payment
There are 5 ways to pay for your order:
- Payment by credit card
Your transaction will be handled by our banking partner via a secure, encrypted (SSL) payment page.
This is the safest, simplest and quickest method of payment, guaranteeing a rapid processing of your order, which is validated immediately after the transaction is recorded, guaranteeing you a faster delivery. Décoplus Parquets also offers you the option of paying for all your purchases via a secure credit card payment link.
This system is compatible with Carte Bleue, VISA, MasterCard and American Express.
- Payment by cheque
Once you have placed your order, you have 7 days to send us your payment along with your order form. After this period, your order will be automatically cancelled.
The cheque should be made payable to : Décoplus Parquets. Write your order number on the back of the cheque and send it to the following address DÉCOPLUS PARQUETS Order Monitoring Service 43 rue du Rendez-vous 75012 PARIS. You will receive an email as soon as your payment has been received. Your cheque will be cashed immediately. If you do not receive this email, please check your spam folder.
Please note that cheques take approximately 3 weeks to process.
- Secure payment by instant bank transfer without RIB registration (Bridge)
Bridge is a French payment solution that allows instant, irrevocable and secure transfers without intermediaries. The application allows you to connect directly to your banking application and validate the payment using your usual security methods, without having to register our bank details. Bridge manages the whole process
- Payment by conventional bank transfer
Here are our bank details for a bank transfer:
IBAN: FR76 1820 6002 8031 2685 0000 186
BIC CODE: AGRIFRPP882
Don't forget to mention your order number in the transfer. Once your payment has been validated you will receive an email with a summary of your order. If you do not receive this email, please check your spam folder. Once you have placed your order, you have 7 days to make your payment. After this period your order will be automatically cancelled. We will process your order as soon as we receive your payment and send you the final invoice once the balance has been paid.
Please note: As our stock is limited, if you pay by bank transfer or cheque, we will simply take an option on the stock available. If another order is paid for immediately by credit card, this option may be removed and the order may be moved to a future restock or cancelled. In this case we will refund the amount paid.
- 3x or 4x free payment by bank card
Pay for your purchases in instalments using your bank card. It's easy, fast and secure! Payment in 3 or 4 free instalments is a Visa or Mastercard* credit card payment option available for all orders between €100 and €6,000 (including delivery charges) and is only available to adult customers resident in mainland France. Take advantage, it's free!
How does it work?
It's Easy: all you need is your bank card, proof of identity and a mobile phone.
It's Fast: by choosing the 3x or 4x free option, your order is confirmed in just a few clicks!
It's Safe: Decoplus Parquets offers you the expertise of our partner Floa Bank, the leading consumer
Payment in instalments:
This option allows you to pay for your order in 3 or 4 instalments.
The deposit (1/3 of the total amount in your shopping basket) will be debited on the day you place your order. The other 2 instalments will be debited 30 and 60 days later.
The deposit (1/4 of the amount of your shopping basket) will be debited on the day of your order. The other 3 instalments will be debited 30, 60 and 90 days later.
To find out more about 3x and 4x free payment
Your payment must be made at least 15 days before the requested delivery date. However, you can pay the balance of your order at any time before this deadline. Choose the most convenient payment method for the balance of your order:
• Online payment by credit card or instant bank transfer (via a secure payment link): Click on 'Pay'.
• Payment by cheque: Once we have received your payment, we will wait for your cheque to clear before preparing your order.
• Payment by bank transfer: As soon as we have received your payment into our account, we will start preparing your order.
There are two main reasons why a payment may be declined:
• Data entry error. Carefully check all the details you have entered, such as the card number, expiry date and cryptogram. Correct any errors.
• Your card limit has been exceeded. Bank cards usually have a 'sliding' spending limit, which limits the amount you can spend over a period of 7 consecutive days. In this case, you have several options: wait for your limit to be reinstated, contact your bank to increase your limit, or use a different bank card.
Our advisors are available on 0805 82 82 82 (local rate), Monday to Saturday, 9am to 7pm.
Yes, when you make a payment on our site, the transaction is completely secure. You can check this by looking for the padlock icon in your browser.
We guarantee that all the bank details you enter during the payment process are encrypted. Your credit card number is never stored. What's more, once you enter it in the secure payment area, the information is sent directly and only to our banking partner, a global player in secure transactions, renowned for its reliability.
To further enhance your security, we have introduced an extra layer of protection: 3D Secure. This verifies the identity of the cardholder when making a payment.
Delivery
Wherever you are in France, the French overseas departments and territories or Europe, we offer you the following options
• Immediate collection of your order at our depot in Montreuil, near Paris (93100).
• Delivery to the address of your choice. Your order is delivered by specialised carriers, by appointment only. Once your payment has been registered in full, we will prepare your order and our carrier will contact you to arrange a delivery time.
The carrier will deliver the goods to the foot of the building or to the back of the lorry against a signed receipt. He will not deliver to the floor or inside a house or office.
The entire order may be heavy, so it is important to make arrangements and provide the necessary manpower. The total weight of the items will be indicated when you place your order. We also advise you to check the dimensions of your doors, stairs and lifts in advance.
When you place your order, don't forget to indicate whether or not the delivery location is accessible for a 19 tonne load carrier. This will enable us to plan the most suitable vehicle. If necessary, a trailer may need to be tipped at an additional cost.
We recommend that you check the contents of your order and the number of parcels delivered in the presence of the carrier before signing the receipt. The words "subject to" will not be accepted in the event of damage or shortages.
Please be careful. If the delivery does not correspond to your order, or if you notice any damage in transit, refuse the delivery and contact us as soon as possible.
If you accept the order despite the damage, no claim will be accepted, even if reservations have been made on the delivery note.
Yes, you can collect your order directly from our storage warehouse in Montreuil, near Paris (93100).
Simply select this option when you place your order. Once your order is ready, you will receive an email inviting you to collect it from our collection point.
Please note that goods can only be collected by confirmed appointment.
The delivery fees may vary depending on several factors. To remain competitive, Décoplus Parquets has negotiated preferential rates with its partners. Our shipping costs are calculated based on the delivery zone and the weight/volume of your order. Fees are determined by the total weight of your order (in kg), not by its floor or height space.
If a 19T truck is not allowed to access the delivery area or if the delivery is to a "high mountain" zone, an additional trailer transfer fee of €150 excluding VAT per 800 kg may apply to facilitate delivery in smaller units.
To get an accurate estimate of the delivery fees, we recommend simulating an order on our website. Once you have entered your address on the cart page, the estimated delivery fees will be displayed based on your cart’s content, country, and postal code.
Yes, we deliver internationally, but only within Europe. Delivery fees for mainland France, Belgium, and Luxembourg are automatically calculated on our website.
For other destinations, including Corsica, please contact a representative by phone at 0825 82 82 82 (local call rate), Monday to Saturday, from 9:00 AM to 7:00 PM, or via email at online@decoplus-parquet.com. They will provide you with an estimate of the transportation costs for your order.
To avoid disputes, we recommend following these simple steps when receiving your order:
• If the package or pallet is in good condition: Verify the entire contents. Note that the delivery person is required to remain present during this inspection. If you cannot verify the contents, it is better to refuse the package than to accept it unchecked.
• If the package or pallet is in good condition but an item is missing or damaged: Note the details of the issue on the delivery slip.
• If no apparent damage is visible but the package or pallet is not in perfect condition: Accept the delivery but provide detailed reservations. The words "under reserve" are not valid for claims. Be precise in describing the damage, for example: "package damaged on two corners," "3 cm hole," or "reconditioned package," etc.
• If the package or pallet is severely damaged: Refuse the delivery.
• If you notice an issue after accepting the delivery: Contact us as soon as possible at 0825 82 82 82 (local call rate), Monday to Saturday, from 9:00 AM to 7:00 PM, or via email at online@decoplus-parquet.com.
