Order tracking, exchanges and returns
Orders placed before 11:30 AM are shipped the same day (except during week-ends). Orders placed after 11:45 AM will be shipped the next working day.
Then, delivery time will depend on the carrier:
- Colissimo Pick up points (France) : 2 to 5 working days
- Colissimo Home delivery (France) : 2 to 5 working days
- DPD Predict (France) : 2 to 5 working days with delivery appointment
- Colissimo International Home delivery (Europe) : 5 to 8 working days
- Colissimo International Home delivery (other destinations) : 10 to 15 working days
If you placed your order as a guest: you can track your order by clicking on this link (it is also available on bottom left banner of our website “Guest order tracking”). Then, you simply need to enter your order reference and your email address. Once you have reached your dedicated page, you can follow your order by clicking on the tracking number.
If you created an account: you can access your account by clicking on this link (it is also available on the bottom left banner of our website “Order tracking”). Then you simply need to enter your email address and the password you have chosen when creating the account. Once you have reached your dedicated page, you have access to the tracking of all the orders you placed.
Flawed products and request for nails / stickers
We are sincerely sorry if your order arrived in bad conditions or if the product is flawed, but no worries we will replace it quickly. In order to treat your request as fast as possible, please go to our “Contact us” page, select “Flawed products” as subject heading and fill the form in. We will take care of the rest.
Do not forget to add a picture, it will help us treat your request faster.
Due to Covid-19, the delay for customer complaints about delivery issues (damaged parcel or missing products) will be shortened to D+1 before 12 PM from the day of delivery. After this delay the customer service might not be able to respond favorably to your complaint. A photography is needed if the parcel is damaged.
We can of course send you the missing nails for free (we can accept only one request per order).
To do so, you simply need to fill the dedicated form in. You can access it by clicking here. Please make sure you indicate your complete address and what you exactly need (number and colour of the nails).
We can of course send you the missing sticker for free (we can accept only one request per order).
To do so, you simply need to fill the dedicated form in. You can access it by clicking here. Please make sure you indicate your complete address and what you exactly need (type of sticker).
There are no stickers for the City range lines (they only exist for the Summit and Music ranges). We let our customers guess the names of the monuments; you should give it a try, it is quite fun! (However, the monuments are named in the packaging, if you need the solution ;). )
My order is a gift
No worries, invoices are never added into the parcels. All your invoices are available online, when you log into your account. It is less embarrassing, and completely eco-friendly!
At the moment it is unfortunately not possible to add a personalized note or have your line wrapped, but we are working on it!
Everything you should know about our products
All our lines are laser-cut in a 1.5-mm thick sheet of steel and are then processed in black or golden with 24K fine gold.
All our products are made in France. Except a part of our cardboard boxes that are produced in Barcelona, everything is made in France: from the row material to the different workshops where our lines are produced.
The creation of our lines is essential to us, but so are the people who create them. We chose them carefully: we work with a cooperative factory (SCOP – equivalent to a Cooperative and Participatory organisation) that laser-cuts a part of our lines, and a Parisian ESAT workshop (employing disabled people with a view to professional reintegration) that is in charge of assembling the lines and their boxes.
We produce in France and try to help those who need.
You can discover all this in this video!
Our lines must be fixed on the wall with 3 nails (for the 50 cm line) or 5 nails (for the 125 cm line) that are included in the boxes.
Our nails can be used on all kinds of walls, except concrete and brick walls. However, if you have a concrete wall, you can stick our lines on it with double-sided tape or with a specific glue (our products are light).
A tip to fix your line: to make sure your line is straight, position your line and place the middle nail first, and then the side ones. This allows you to adjust the position of the line. It is very easy and fast!
For the Summit range, a sticker indicating the names of the summits is included in each box and meant to be stuck on the wall.
For the Music range, a sticker indicating the names of the song and its composer is included in each box and meant to be stuck on the wall.
For the City range, there is no sticker. We prefer letting our customers guess the names of the monuments. Indicate “Eiffel Tower” near the Eiffel Tower is redundant, isn’t it?
New lines and customised lines
We create new lines based on our customers’ requests, and we always do our best to satisfy as many people as possible.
Good news is that we count on you to influence our choice!
You can vote (and encourage your community to vote) for the next City line by going on the “Vote!” section of our website. Every year, the city that receives the highest number of votes by June 30th and by December 30th is created!
At TheLine way pay a high attention to the way our City and Summit lines are designed: always based on a real view point.
It takes time and for this reason, we cannot produce customized lines. Our complete collection is available on our website.
Plus, you can vote for your dream city by going on the “Vote!” section of our website. Every year, the city that receives the highest number of votes by June 30th and by December 30th is created!
It is possible to create customized lines for companies and institutions.
Get in touch with us on the “Contact us” page of our website, and indicate your request with your contact data and the number of pieces you would like. We will quickly come back to you.
At TheLine we never offer discounts.
All our lines are made in France. We pay a great attention to the way they are created – designed and produced in half a dozen of workshops throughout France – and to the people that create them, from the cooperative factory (SCOP – equivalent to a Cooperative and Participatory organisation) that laser-cuts our lines to the Parisian ESAT workshop (employing disabled people with a view to professional reintegration) that is in charge of assembling the lines and their boxes.
We are committed to propose our lines at the right price, and if we offer discounts, it does not work anymore.