FAQ

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.

If you wish to modify your order, please contact us as soon as you can at support@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.

You then have a period of 14 days from the receipt of the product to make your return request. The costs and organization of the return are your responsibility, 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 condition of the returned items.

If they are all compliant, we will then get back to you to organize the delivery of the new desired products as soon as possible.

If you wish to modify your order, please contact us as soon as you can at support@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.

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 support@trone-paris.com or call us at +33 1 76 36 17 12.

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.

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.

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 support@trone-paris.com or call us at +33 1 76 36 17 12.

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

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

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 support@trone-paris.com stating your new desired delivery date.

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

Depending on the products ordered, the carrier and your city, it is sometimes possible to agree on a time slot for your delivery. Please note, however, that this is not always possible.

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 on it. Then, write to us at support@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.

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 support@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.

If you notice a defect once the product is unpacked, write to us within a maximum of 2 days at support@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.

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 support@trone-paris.com.

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

If a spare part was damaged during installation, email us at support@trone-paris.com with accompanying photos. We will then be able to provide you with a diagnosis and offer a solution.

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

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

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

If you are a professional (architect, plumber, restaurant, hotel, ...) 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).

As a professional (architect, plumber, restaurant, hotel, ...) 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.

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.

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.

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.

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!

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!

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!)

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.

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.

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.

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.

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.

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

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.

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

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.

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

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

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.

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

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

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.

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.

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.

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.

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!)

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

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.

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.

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.

When you buy an Orbe hand basin and/or basin, neither the mixer nor the siphon are supplied.

For the moment no. That said, the release of a Trone mixer is planned in the coming months.

With the Orbe hand basin, you should use a mixer tap compatible with a 35mm tap hole.

For optimal use, it is important that:
- The distance between the axis of the tap hole of the Orbe hand basin and the end of the mixer spout is between 90 and 125 mm.
- The distance between the center of the Orbe hand basin and the end of the mixer spout is between 110 and 200 mm.

If necessary, we have documentation explaining all this visually. To get it, go here.

Please note: these recommendations do not concern the Orbe basin, for which there are no prerequisites regarding the mixer since there is no tap hole. You can therefore use the mixer of your choice; We then invite you to consult your installer to adapt your installation according to the mixer chosen.

With our Orbe sink and hand basin, you should use a siphon with a G 1”1/4 thread.

For information, this siphon model is the market standard, the one found on most installations.

Orbe hand basin complies with PMR standards, provided that an extra flat siphon is used.

Orbe basin is not compatible with PMR standards.

Indeed, the drain visible on all of our visuals is supplied with Orbe, whether with the hand basin or the basin.

Please note that the Orbe drain is free-flowing.

If you wish to order a drain alone (spare part) after purchasing an Orbe vase or hand basin, this is entirely possible. To do this, we invite you to contact our customer department at support@trone-paris.com.

Absolutely yes! Orbe exists in the same 8 colors as our toilets (and all our products) to allow you to have perfect consistency in your bathroom and/or toilet.

Orbe hand basin and basin are made entirely of ceramic.

Orbe is very simple to maintain and clean because these products are made of ceramic, which is a non-porous and extremely hygienic material.

For cleaning, we recommend that you use the maintenance products normally used for sanitary equipment.

Finally, all of our recommendations regarding the maintenance and cleaning of our products appear on the last page of the installation manual for the Orbe basin and hand basin.

The type of screw to use to hang Orbe hand basin varies depending on the material of your wall.

To avoid any disappointment, we invite you to ask your installer and follow his recommendations.

No, installing our Orbe sink and hand basin is not complicated; it is standard. In fact, Orbe products are installed like any hand basin or sink on the market.

To learn more and/or avoid any disappointment during installation, we recommend that you strictly follow each step mentioned in the installation manual.

For the installation manual, go here.

It is possible to see Orbe with your own eyes by visiting us in our showroom based in Paris.

To be welcomed in our showroom, it is necessary to make an appointment by filling out the form here.

Yes, the wall mounting kit (Fischer FIS 00501036) is supplied with Orbe; you will find it in the package that will be delivered to your home.

No, this option is not possible.

No, this is not possible because our Orbe hand basin does not exist without a tap hole.

Yes, the Orbe hand basin tap hole is always on the right. No other option is possible.

No, the Orbe basin only exists in a “countertop” version.

The distance from the tap hole to the center of the Orbe hand basin is 12.75 cm.

No, neither the mixer tap nor the siphon are provided when you purchase a Rituel washbasin and/or hand washbasin.

Not at the moment, but a Trone mixer tap is planned for release in the coming months!

For the Rituel hand washbasin, you should use a mixer tap compatible with a 35 mm tap hole.

For optimal use, it is important that:
- The distance between the axis of the tap hole on the Rituel hand washbasin and the end of the mixer tap spout is between 100 and 200 mm.
- The height between the plug of the Rituel hand washbasin and the end of the mixer tap spout is between 110 and 200 mm.

If needed, we have documentation explaining all of this visually. To obtain it, go here.

Please note: these recommendations do not apply to the Rituel washbasin, for which there are no prerequisites regarding the mixer tap as there is no tap hole. You can therefore use the mixer tap of your choice; we invite you to consult your installer to adapt your installation according to the chosen mixer tap.

For our Rituel washbasin and hand washbasin, you should use a drain trap with a G 1"1/4 thread.

This is the standard drain trap model on the market, used for most installations.

The Rituel hand washbasin does indeed comply with disabled access standards, provided that an extra-flat drain trap is used. Don't hesitate to specify this to your installer.

The Rituel washbasin, however, is not compatible with disabled access standards.

Indeed, the drain plug visible in all our visuals is provided with Rituel, whether with the hand washbasin or the washbasin.

Please note that the Rituel drain plug is a free-flow type.

If you wish to order a drain plug separately (as a spare part) after purchasing a Rituel washbasin or hand washbasin, this is entirely possible.

To do so, we invite you to write to us at support@trone-paris.com.

Absolutely yes!

Rituel is available in the same 8 colors as our toilets (and all our products) to allow you to have perfect consistency in your bathroom and/or in your toilet.

The Rituel hand washbasins and washbasins are entirely made of ceramic.

Rituel is very easy to maintain and clean thanks to its flat surface and slight elevation (which allows easy access underneath).

Moreover, these products are made of ceramic, which is a non-porous and extremely hygienic material, making maintenance easier.

For cleaning, we recommend using the cleaning products typically used for ceramic sanitary equipment.

Finally, all of our recommendations regarding the maintenance and cleaning of our products can be found on the last page of the installation manual for the Rituel washbasin and hand washbasin.

The type of screws to use for wall-mounting the Rituel hand washbasin varies depending on your wall.

To avoid any issues, we recommend consulting your installer and following their recommendations.

We also advise you to provide our installation manual (which contains all the necessary information, such as the type of screws for example) to your installer, asking them to strictly follow the steps mentioned.

To obtain our documentation, click here.

No, the installation of our Rituel washbasin and hand washbasin is not complicated; it is standard.

Indeed, Rituel products are installed like any other hand washbasin or washbasin on the market.

To learn more and/or avoid any issues during installation, we recommend that you strictly follow each step mentioned in the installation manual.

To obtain the installation manual and all of our technical documentation, go here.

It is possible to see Rituel with your own eyes by visiting our showroom located in Paris at the following address: 20 Rue Montgolfier, 75003 Paris, France.

To be welcomed in our showroom, it is necessary to make an appointment by filling out the form here.

Yes, the wall mounting kit (Fischer FIS 00501036) is provided with the Rituel hand washbasin; you will find it in the package that will be delivered to you.

No, this option is not possible.

Don't worry, this scenario only concerns you if you already have a wall-mounted mixer tap installed.

No, this is not possible because our Rituel hand washbasin does not exist without a tap hole.

Yes, the tap hole of the Rituel hand washbasin is always on the right. No other option is possible.

No, the Rituel washbasin is only available as a "countertop" version; it is therefore impossible to wall-mount it.

If you absolutely need a wall-mounted sink, you will need to opt for one of our hand washbasins (Rituel or Orbe).

The distance between the tap hole and the center of the drain in the Rituel hand washbasin is 23.3 cm.

The Rituel washbasin can be installed in any direction you wish since there is no tap hole. You can therefore install the mixer tap wherever you want: on the right, on the left, or above.

However, regarding the Rituel hand washbasin, it is imperative that you install it so that the tap hole is on the right side (when you are facing it).

If you have any doubts, we invite you to consult our documentation, which you can download here.