FAQ

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Orders

Have a question prior to placing an order?

If you have any questions before placing an order (delivery, installation, maintenance, etc), the answers are likely in our FAQ. If you can't find an answer to your question, you can write to us at contact@trone-paris.com or call us on +33 1 76 36 17 12.

Modify my order

If you wish to modify your order, please contact us as soon as you can at contact@trone-paris.com.

If the order has not been shipped yet:

If the items have not been shipped at the time of your request, it will be possible to modify your order. We will then proceed with the modification.
Please note, depending on the model and/or color, the price may change, and the initial delivery window may not necessarily be guaranteed.
If the new price is higher, shipping will be dependent on the successful payment of the difference in price. However, if the new price is lower, we will refund you the difference within 14 working days upon receipt of your item in our warehouses and the verification of the condition of the returned items.

If the order has already been shipped:

If your order is already being shipped at the time you contact us, we will no longer be able to modify your order. You will need to accept the delivery and then proceed with a return request, following the cancellation and return conditions of an order.
If you wish to modify your order, please contact us as soon as you can at contact@trone-paris.com.

If the order has not been shipped yet:

If the items have not been shipped at the time of your request, it will be possible to modify your order. We will then proceed with the modification.

Please note, depending on the model and/or color, the price may change, and the initial delivery window may not necessarily be guaranteed.

If the new price is higher, shipping will be dependent on the successful payment of the difference in price.

However, if the new price is lower, we will refund you the difference within 14 working days.

If the order has already been shipped:

If your order is already being shipped at the time you contact us, we will no longer be able to modify your order. You will need to accept the delivery and then proceed with a return request, following the cancellation and return conditions of an order.

You then have a period of 14 days from the receipt of the product to make a return request. The return costs and organization are at your expense, and a modification fee of €100 will be applied.

We then need a period of 14 working days from the receipt of your item in our warehouses to proceed with the verification of the condition of the returned items. Once verified, we will contact you to organize the delivery of the desired new products as soon as possible.

Cancel my order

If you wish to modify your order, please contact us as soon as you can at contact@trone-paris.com.

If the order has not been shipped yet:

If the items have not been shipped at the time of your request, it will be possible to cancel your order. A cancellation fee of €100 will then be applied.

We will then proceed with the cancellation and refund within 14 working days and using the original payment method.

If the order has already been shipped:

If your order is already being shipped at the time you contact us, we will no longer be able to cancel it. You will then need to accept the delivery and then proceed with a return request, following the cancellation and return conditions of an order.

You have a period of 14 days from the receipt of the product to make your cancellation and return request. The return costs and organization are at your expense, and a cancellation fee of €200 will be applied.

You will then be refunded within 14 working days from the receipt of your item in our warehouses and the verification of the condition of the returned items.

If you are a professional

The cancellation terms mentioned above do not apply if you are a professional. It will therefore be impossible for you to cancel your order, whether you have ordered on our website or from our sales team.

Track my order

The delivery of our products takes place within 2 to 8 weeks after you have placed your order.

You will be contacted by our logistics team to announce that your order will be shipped within 10 working days. You can then postpone the shipping date if necessary.Your order will then be entrusted to one of our carriers (DB Schenker or DPD), who will contact you within 3 working days (by email and/or SMS) to agree on a delivery date that suits you best.

After that, you will receive a confirmation of the appointment and a tracking link allowing you to track the delivery of your order.

If you need any assistance, feel free to email us at contact@trone-paris.com or call us at +33 1 76 36 17 12.

How long are our products guaranteed?

All of our products are guaranteed for 2 years.

Please note that if a problem occurs with your products due to misuse and/or failure to comply with the recommendations communicated by Trone, the guarantee will not longer be applicable.

Deliveries & Returns

Which countries do we deliver to?

We deliver throughout France and Europe (excluding the UK, Switzerland and Norway), with the exception of our Icone01 toilets, which we deliver only to France, Belgium and Luxembourg.

If you would like us to deliver to another country, please email us at contact@trone-paris.com or call us on +33 1 76 36 17 12.

Track my delivery

Delivery of our products takes place within 2 to 8 weeks after you have placed your order.

You will be contacted by our logistics team to announce that your order will be shipped within 10 business days. You can then postpone the shipping date if necessary.

Your order will then be entrusted to one of our carriers (DB Schenker or DPD), who will contact you within 3 business days (by email and/or SMS) to agree on a delivery date that suits you. Following this, you will receive a confirmation of your delivery slot and a tracking link allowing you to follow the delivery of your order.

If you need assistance, feel free to email us at contact@trone-paris.com or call us at +33 1 76 36 17 12.

Changing the delivery address of my order

If you wish to change the delivery address of your order, we invite you to write to us at contact@trone-paris.com.

Note: if your order has already been dispatched, it will be impossible to modify your delivery information.

Changing the delivery date of my order

After placing your order, you will be notified by email that your delivery will take place in the days that follow; when you receive this email, reply to it stating your new desired delivery date.

If you wish to change the delivery date of your order before receiving this email, we invite you to write to us at contact@trone-paris.com stating your new desired delivery date.

Possible delivery days and times

Our carrier, DB Schenker, delivers from Monday to Friday, while our carrier DPD delivers from Monday to Saturday.

What to do if the received products are damaged and/or broken

When you receive your order, it is imperative to check the condition of the products before signing the delivery receipt.

If you find that one of the delivered products is damaged and/or broken, refuse delivery and write "damaged product" or "broken product" on the receipt. Photograph both the affected product and the delivery receipt with your comments onit. Then, write to us at contact@trone-paris.com within 48 hours maximum after receiving your order, including the photos of the affected products and the delivery receipt with your comments.

If you do not have time to check the condition of the products before signing the delivery receipt, please annotate "inspection impossible, potential breakage, reservations issued" on the delivery receipt.

If you sign your delivery receipt without inspecting your product while one of them is damaged and/or broken, we will not be able to open a dispute with our carrier.

If you sign this delivery receipt, it means that you certify that the delivered products are compliant and in good condition.

Changing my order after receipt

If you wish to modify your order after receiving it, you have a period of 14 days starting from when you receive the product to make your return request by writing to us at contact@trone-paris.com. Return costs and delivery organization will be at your expense, and a modification fee of €100 will be applied.

We then need a period of 14 business days from the receipt of your item in our warehouses to proceed with the verification of the returned items' condition. Once verified and approved, we will contact you to organize the delivery of the new desired products as soon as possible. The delivery costs of this new shipment will be invoiced to you.

A received product has a defect

If you notice a defect once the product is unpacked, write to us within a maximum of 2 days at contact@trone-paris.com, sharing photos of the observed defect(s).

We will then find the most suitable solution for you: replacing or repairing the product, or sending a new compliant product free of charge.In the case of exchanging a defective item, no additional costs will be charged to you.

Installation & Maintenance

Install Trone's products

To properly install our products, please refer to our installation manuals and rigorously follow the instructions.

To download our documentation, click here.

If you encounter any issues, feel free to write to us at contact@trone-paris.com.

Missing spare parts

If certain spare parts are missing, preventing you from installing your products, please write to us at contact@trone-paris.com specifying which part(s) you are missing.

Damaged spare part/s during installation
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Cleaning and maintaining my products

All our recommendations regarding the maintenance and cleaning of our products are included on the last page of the installation manual provided with each product.

You can also find our recommendations, per product, below:

Icone01

For the maintenance and cleaning of the seat, cover, metal parts, and reservoir, we recommend using a non-abrasive sponge and the following neutral pH products: glass cleaner, household alcohol, or black soap.

Please never use the following cleaning products: white vinegar, household acids, bleach, chloric acid, and ammonia.

For the maintenance and cleaning of the ceramic bowl, we recommend using regular household toilet cleaning products.

Callipyge

For the maintenance and cleaning of the seat, cover, and metal parts, we recommend using a non-abrasive sponge and the following neutral pH products: glass cleaner, household alcohol, or black soap.

Please never use the following cleaning products: white vinegar, household acids, bleach, chloric acid, and ammonia.

For the maintenance and cleaning of the ceramic bowl, we recommend using regular household toilet cleaning products.

Kaoline

For the maintenance and cleaning of the metal fixing frame, we recommend using a non-abrasive sponge and the following neutral pH products: glass cleaner, household alcohol, or black soap.

Please never use the following cleaning products: white vinegar, household acids, bleach, chloric acid, and ammonia.

For the ceramic buttons, we recommend using regular household cleaning products.

To download our documentation, click here.

Payment & Invoicing

Payments methods

Payment is made through a secure interface by Shopify, and you may pay by card (VISA, MasterCard, or American Express) or Apple Pay.

If you are a business customer (architect, plumber, B2B...), you have the option to pay by bank transfer. To do this, please contact us via a form available on one of the ""professional"" pages or by writing to us at contact@trone-paris.com.

Obtain my invoice

Following your order, your invoice is sent to you by email. If you cannot find it, please write to us at contact@trone-paris.com, providing your order number.

Professionals

Order from Trone as a professional?

If you are a professional (architect, plumber or business customer) and are considering our toilets for one of your projects, please write to us at contact@trone-paris.com or call us on +33 1 76 36 17 12 to benefit from our exclusive advantages for professionals (pricing, support, etc).

Special rates and discounts applied to professionals

As a professional (architect, plumber or business customer) you can benefit from exclusive rates.

Learn more by writing to us at contact@trone-paris.com or calling us on +33 1 76 36 17 12.

Icone01

Does the Icone01 toilet have a toilet seat cover?

A toilet seat cover or lid is the part that closes the toilet bowl, preventing any potential water splashes that may occur when flushing. At Trone, we have worked meticulously on fluid dynamics to prevent these splashes full stop. Contrary to popular belief, a toilet seat cover does not block odors out at all. And finally, since a toilet seat cover is left open in a raised position most of the time, it would spoil the aesthetics of the transparent cistern.

Why is the cistern of the Icone01 toilet transparent?

The main reason is to raise awareness of our daily water consumption and help reduce it, thanks to the dual flush buttons which consume 3L and 6L of water respectively.The other reason is aesthetic: water is precious, we have decided to celebrate it by making it visible to create a truly unique visual experience.

Is the cistern of the Icone01 toilets resistant?

Yes! The cistern of the Icone01 is made of acrylic glass, which is much more resistant than regular glass. In case of vandalism, the water tank could break, but rest assured that the water would shut off and prevent any water damage.

Can limescale appear over time inside the water tank of the Icone01 toilets?

Limescale only deposits at the meniscus, which is the part of the cistern whose surface is in contact with the air (the water level line when the cistern is full). Unlike the tank of a coffee machine, for example, where the water stagnates at different points, the water in our tank only stagnates at one level, the meniscus. Icone01 is designed so that the meniscus is concealed by the upper cap. Therefore, any potential limescale deposit will never be visible!

Why is an electrical connection necessary to install the Icone01 toilet?

To create the most aesthetic and refined design possible, we decided to use a solenoid valve for our flush system (which is the case for many other toilets) that requires electricity to operate. This also allows us to prepare for the future...many more innovative projects are underway at Trone, some of which will require electricity!

Is the installation of the Icone01 toilets complicated?

No, we have worked hard to make the installation of the Icone01 toilet as easy as possible by collaborating with Harold Cavene, awarded 'Best Craftsman of France in Sanitary Installation', who helped us in the design of our toilets to make installation as easy as possible. (Thanks again, Harold!)

Is the Icone01 toilet bowl wall-hung?

No, the Icone01 toilet is floor-standing. The installation of a wall-hung/floating toilet requires the installation of a support frame, an expensive element that requires a reduction of about 15cm in the depth of the toilet cubicle (a stud wall must be brought forward to integrate this frame support behind the toilet).

To facilitate the cleaning of toilet cubicles with a floor-standing Icone01 toilet, we opted for ergonomics that are geometrically very simple, and a bowl that is fully enclosed up to the wall. The ceramic of the Icone01 toilets has no hard-to-reach corners, which facilitates cleaning around.

Callipyge

Is Callipyge installed like any other wall-hung toilet?

Yes! Callipyge is installed quickly and easily, like any other wall-hung/floating toilet on the market. For this, your plumber just needs to follow the usual process: install a toilet support frame (which will be concealed behind a stud wall, integrating the cistern and supporting the actual toilet), mount the partition, and insert a flush-plate. Then, your plumber just needs to attach Callipyge to the two rods coming out of the partition. The connection dimensions (fixings, water supply, and drainage pipe) are identical to the existing standards on the market.When installing a Callipyge toilet, we highly recommend you strictly follow all of the steps mentioned in the installation manual.

Can I replace my current wall-hung toilets with Callipyge?

Yes! Callipyge adapts to all market frame supports. The installation is quick and easy; you can hire any plumber and ask them to remove your existing wall-hung toilets and then install our Callipyge toilets, which takes about 45 minutes.

Is Callipyge compatible with any market frame support?

Yes, Callipyge is compatible with all support frames on the market, whether it is self-supporting, universal, surface-mounted, or reduced height since they all respect the spacing (the distance between our two fixing points) required for installing a Callipyge toilet.

If you want your flush-plate to match your Callipyge toilet, we created Kaoline, a ceramic control plate - note that Kaoline is only compatible with Geberit's SIGMA toilet support frames.

Is a support frame provided with Callipyge?

No, our Callipyge toilets are sold without a support frame and without a flush-plate (Kaoline, our matching ceramic flush-plate, is sold separately). However, your plumber can choose any frame support on the market since our Callipyge adapts to all market references.

However, if you wish to match your Callipyge with our ceramic flush-plate, Kaoline, the latter is only compatible with Geberit's SIGMA frame support models.

Is there a Trone support frame?

No, there is currently no Trone support frame. Stay in the know about our next innovations by signing up to our newsletter!

Does Callipyge come with a flush-plate?

No, our Callipyge toilet is sold without a flush-plate (and without a support frame). We created Kaoline, the first ceramic flush-plate, to match Callipyge - please note this is sold separately.

To know more about Kaoline, click here.

Is there a Trone flush-plate?

Yes! Created to perfectly match the Callipyge toilet, Trone created Kaoline, the first ceramic flush-plate, which you can find here.

How much water does a Callipyge toilet consume?

The flush performance of our Callipyge toilet is optimized for a water volume of 3L or 6L to help protect the environment. We therefore recommend selecting a support frame accordingly. Most support frames on the market today offer a dual flush.

What material is the seat and seat cover of the Callipyge toilet made in?

The seat and seat covers of the Callipyge toilet is made of wood, for thermal comfort when sitting, and durability over time.

Does the Callipyge seat have soft-close hinges?

Yes! The seat and cover of Callipyge have soft-close hinges to ensure optimal safety and acoustic comfort.

Is Callipyge easy to clean?

Yes, the Callipyge toilet bowl is made of ceramic, a non-porous material extremely hygienic and ideal for very frequent use, which is cooked for 24 hours at temperatures of up to 1270° to make it as robust as possible. Moreover, all of our bowls are rimless (made without a rim on the inside) meaning there are no hard to reach areas where deposits and bacteria could accumulate. Finally, its hinge is formed from a single piece of metal with as few joints as possible to prevent impurities from slipping in.

Where is Callipyge produced?

Callipyge is produced as locally as possible, in France and Italy, to ensure impeccable quality while supporting and preserving local production and expertise.

What are Callipyge toilet hinges made of?

Our hinges are made of stainless steel, making them resistant to water, cleaning products and time.

Are the Callipyge toilets compliant with PRM standards?

Public spaces (or ERP facilities) have to be specifically equipped for the safety and autonomy of people with disabilities. Our toilets respect PRM standards (45 ≤ x ≤ 50cm in seat height), making them suitable for public spaces. For more details, please consult the technical sheet of the Callipyge toilets.

Is Callipyge suitable for intensive use, such as in public spaces and facilities (ERP)?

Yes; the main toilet bowl is made of ceramic, providing solidity, resistance, thermal insulation and easy cleaning. Hinges made from 316L stainless steel offer the best possible resistance to corrosion and adapt perfectly to humid environments (and the aggressive external factors that come with them). Last but not least, the seat and seat cover is consistent enough (20 mm of wood) to withstand time, and is coated in a protective resin preventing shocks and the alteration of the color of our components.

Kaoline

Is Kaoline easy to install?

Yes, Kaoline was designed to be quickly and easily installed, like other flush-plate on the market. Once your toilet support frame is installed (note, Kaoline is only compatible with 'Sigma' frames from the brand Geberit), and the stud wall enclosing it is up, Kaoline can be installed very easily. Feel free to download the documentation, higher up on the page, if you have any questions.

Can Kaoline be fitted to any support frame?

No: Kaoline can only be fitted to the most popular support frames on the market, which are the SIGMA models from the brand Geberit. Kaoline is not compatible with other Geberit models or with support frames from other brands.

Can I replace my current flush-plate with Kaoline?

It depends on the support frame your installer placed behind your stud wall. If it's a SIGMA model from the Geberit brand, you can replace your current flush-plate with Kaoline very easily. Simply ask your installer to do it, or do it yourself (download our documentation higher up on the page or write to us at contact@trone-paris.com, we will send you the explanatory video).

However, if you have a different support frame other than the Geberit SIGMA frame, you will not be able to replace your plate with Kaoline (or you will have to change your support frame!)

Is a toilet support frame provided with Kaoline?

No, Kaoline is sold without a support frame. Kaoline can be fixed to the wall with a Sigma support frame from the brand Geberit.

What volume of water is triggered when pressing Kaoline?

This depends on the support frame installed behind your stud wall, not on the type of flush-plate you have.

The flushing performance of our suspended model Callipyge associated with Kaoline is optimal, providing a dual flush function with a volume of water at 3L or 6L, to preserve our environment.

Is Kaoline easy to clean?

It really is! Firstly because Kaoline is made of ceramic, a non-porous and extremely hygienic material. And secondly because we have chosen to remove the unnecessary frame that sourrounds traditional flush-plates, keeping only two smooth buttons.

Where is Kaoline flush-plate produced?

Our flush-plate, Kaoline, is produced as locally as possible, in France and Italy, to ensure impeccable quality while supporting and preserving local production and expertise.

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