FAQ

Order tracking, exchanges and returns

What is the delivery time?

Orders placed before 11:45 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 Point Relais (pick up points) : 2 to 5 working days
- Colissimo Domicile (home delivery) : 2 to 5 working days
- Colissimo International (home delivery) : 3 to 10 working days
- DPD Predict : 2 to 4 working days with delivery appointment

I cannot find my order confirmation email; how can I track my order?

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.

I want to exchange or return my line.

Our exchange and return policies are detailed on our website, you can click here to access them.

If you want to return your line, please go to our “Contact us” page, select “Return / exchange” as subject heading and fill the form in.

Flawed products and request for nails / stickers

I have well received my order, but the product is flawed.

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.

I need extra nails (I lost them, or they were missing in the box).

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).

I need a new sticker for the Summit / Music range (the sticker was damaged when I received it).

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).

Are there stickers for the City range?

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!

My order is a gift

It is a gift; can you remove the invoice from the parcel?

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!

I would like to add a personalized note or have the line wrapped, is it possible?

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

What are the lines made of?

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.

Is your production process made in France?

Absolutely!

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.

How to fix my line on a wall?

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!

Are the names appearing on the box included?

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

Have you planned to create my dream line soon (for example, Nice, Strasbourg or Buenos Aires)?

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!

I am a private individual and would like to create a customized line that would not fit with the three collections of TheLine. Is it possible?

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!

I represent a company and would like to create a customized line. Is it possible?

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.

Discounts

I would like a discount, is it possible?

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.

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