Where is your company located?
Our company is located in Thailand and your order will be shipped by airmail but don’t worry, all our products are carefully packed and protected to avoid any damage during shipment. In case of any question, please feel free to send us an email in English or French.
Do you have a store in town?
We sell our articles only on our online store but know that it is possible to contact us by email at least two weeks before your passage in Thailand the time necessary to manufacture your cushions, mattresses or tatamis and to dispatch them to you at your hotel before your arrival. Know that in this case we will send you by email a price clearly lower than the prices posted on our store not having the expenses of delivery to the international to include in the price of the ordered articles.
What countries do you deliver?
You can place an order on our website for the following countries : France (metropolitan)*, Monaco, Great Britain, Finland, Austria, Hungary, Greece, Luxembourg, Portugal, Switzerland, Belgium, Germany, Denmark, Netherlands, Italy, Ireland, Sweden, Spain, Australia, Hong Kong, Singapore, Taiwan, Japan, Malaysia, South Korea, United Arabes Emirates, Oman, USA and Canada. You can also get in touch with us by email to ask for a quotation including delivery fees for another country.
*Unfortunately the freight rates force us to suspend the orders for the DOM-TOM for an undetermined period.
How do I pay my order?
We accept four methods of payment to pay your order. By free bank transfer SEPA available in Europe; By bank transfer SWIFT available outside the European Union; By card available for all the products of the category «Well-being» as well as for neck cushions, rectangular cushions and cushion covers; By Paypal available in Hong Kong, Singapore, Taiwan, Malaysia, Japan and South Korea.
Why can't I pay my order by card?
The exchange rate with the payment by card being too low, we do not want to use this mode of payment for the cushions (excluding neck and rectangular cushions), the mattresses or the Thai tatamis. The payment method will be only by bank transfer for these products.
What are the delivery methods, fees and delays?
We invite you to consult the page «Delivery method & times».
How can I track my order?
Immediately after sending your order you will find in your customer account a tracking number of your package, this number is in the «Order history and details» click on «details» in the line of your order. At the bottom of the «Order Details» page that opens you will find your tracking number.
How do I use the tracking number on the post office website?
- Go to the Thai post office website by clicking on this link : Post office
- Choose the language you want at the top of the page
- Enter your tracking number
- Click on «Search»
I placed an order on your shop but I have not received it yet! Is this normal?
We track all our packages daily and we inform each customer by email when the package arrives in the recipient's country so that they can take the necessary measures for receiving. However if you encounter difficulties with your order, we invite you in this case to contact us by email or directly on the online chat set up on our store and we will answer you as soon as you contact.
When I am in Thailand, can I have some pillows delivered to my hotel?
We invite you to consult the page «Delivery to your hotel».
During the Covid-19 health crisis, do you continue to deliver your items?
We do not have any more delays in delivery but unfortunately the excessive freight rates force us to suspend orders for the DOM-TOM for an indefinite period.
Is it possible to order a custom-made cushion?
It is indeed possible to make yourself a customised Thai cushion and with the fabric of your choice but be aware that we have restrictions about the sizes to respect for delivery. We invite you to contact us by email and we will send you a quote that you will have to return signed after acceptance.
My cushion that I received has a white deposit like dust, is this normal?
The cushion is filled with Kapok (Asian cotton) compressed inside to keep it firm. During the transport, which lasts from 2 to 4 weeks, the cushion is badly handled in its packaging by the different transporters. During this stage it is possible that some kapok dust may slightly cross the fabric, you just have to brush the cushion with a soft brush to remove this dust which will disappear easily and will not leave any stain on the fabric.