FAQ – Ambiance Confident

Product Information

Ambiance Confident offers a selection of furniture and home furnishings, including sofas, beds, tables, storage units, armchairs, chairs, decorative items, and other products for interior design.

Each product page provides essential information: dimensions, materials, colors, main features, photos, delivery conditions, and, where applicable, assembly information.

Materials vary by product. Our furniture may be made of wood, metal, MDF, wood-based panels, fabric, velvet, faux leather, glass, foam padding or other materials suitable for their use.

The exact materials are indicated on each product sheet when the information is available.

We do our best to provide product photos that are true to life.

However, slight color differences may occur depending on the lighting, shooting angle, screen settings, or the resolution of the device used by the Customer.

Photos are provided for visual representation of the product. The dimensions, materials, and written characteristics on the product sheet should also be consulted before ordering.

The dimensions indicated on the product sheets are provided with the greatest possible care.

Slight variations may exist depending on the model, measurement method or product manufacturing. Before ordering, the Customer must ensure that the product dimensions are compatible with their interior space and delivery access: doors, corridors, stairs, lifts and passageways.

It depends on the type of product.

Some items may be delivered fully assembled, while others are delivered in multiple packages and require simple assembly.

When assembly is required, this information is usually indicated on the product page or visible in the product features.

Unless clearly indicated otherwise before ordering, standard delivery does not include assembly, installation, unpacking, delivery to the room of choice, upstairs delivery or removal of packaging.

If an additional service is offered, its price is communicated to the Customer before it is performed and is only charged after their agreement.

Maintenance advice depends on the material.

For fabrics, it is recommended to vacuum regularly with a suitable nozzle and to clean stains quickly with a soft, slightly damp cloth, without aggressive products.

For wood, metal or rigid surfaces, it is recommended to use a soft, dry or slightly damp cloth, and to avoid abrasive products.

For velvet, faux leather or delicate surfaces, it is advisable to follow the product's specific instructions when available.

When a sofa is described as being a left-hand corner or right-hand corner, you generally need to stand facing the sofa.

Left-hand corner: the chaise longue or long section is on the left when you are facing the sofa.
Right-hand corner: the chaise longue or long section is on the right when you are facing the sofa.

Before ordering, we recommend checking your room layout, the location of doors, windows, radiators, and walkways.

Some products may be temporarily unavailable.

When a product is out of stock, its return depends on the supplier, the model, and future availability. You can contact our customer service to inquire about a possible restock.

Products sold on the site benefit from applicable legal guarantees, in particular the legal guarantee of conformity and the guarantee against hidden defects when the legal conditions are met.

If you receive a defective, incomplete or non-conforming product, contact our customer service with your order number, a description of the problem and photos of the product and packaging.

Order

To place an order, select the desired product, choose the available options, add it to your cart, and then follow the checkout steps.

Before confirming payment, you can review your order summary, shipping address, delivery method, applicable fees, and the total amount to pay.

Once payment is confirmed, a confirmation email will be sent to the address provided during the order.

Depending on the options available on the website, you can order with or without a customer account.

Creating an account can facilitate order tracking, viewing purchase history, and managing personal information.

First, check your spam or junk folder.

If you cannot find the confirmation email, please contact our customer service team with the name used for the order, the email address provided, and, if possible, the amount or date of the order.

Any change request must be sent to customer service promptly.

If the order has not yet been prepared or shipped, we will do our best to accommodate the request. Once the order has been prepared or handed over to the carrier, changes cannot be guaranteed.

You can request a cancellation of an order before it has been prepared or shipped.

If the order has already been shipped, cancellation can be processed according to the rules applicable to the right of withdrawal and our returns policy.

You can contact our customer service by phone for assistance before placing an order.

For security reasons, payment must be made using the secure payment methods offered during checkout, unless a solution is expressly offered by Ambiance Confident.

Delivery

Ambiance Confident currently delivers to the following countries:

Belgium, Finland, France (mainland), Germany, Hungary, Italy, and Spain.

We do not deliver to countries, territories or areas not offered during checkout.

For France, delivery is limited to mainland France.

Shipping costs are calculated according to the country of delivery and the total amount of the order. For specific shipping costs, please refer to the shipping policy page.

Orders are generally prepared within 1 to 3 business days after payment confirmation.

After shipment, the usual transit time is estimated at 3 to 10 business days depending on the delivery country, product, and carrier.

For an available product, the usual total lead time is therefore estimated at 4 to 13 business days.

When a specific lead time is indicated on the product page or during checkout, this specific lead time takes precedence.

Yes. If the carrier provides a tracking service, you'll receive an email with the tracking link or number after your order has shipped.

For some furniture or larger items, the carrier may contact you directly by phone, text, or email to arrange a delivery appointment.

For deliveries requiring an appointment, the carrier may offer a time slot or a delivery date depending on its availability.

The exact choice of the date is not always guaranteed, as it depends on the carrier, the delivery area and the type of product ordered.

Unless otherwise stated prior to ordering, standard delivery for furniture and large items is made at the curb or at the first accessible entrance door of the building.

Standard delivery does not automatically include upstairs delivery, delivery to the room of choice, assembly, unpacking or removal of packaging.

If delivery requires an appointment and you are absent during the agreed-upon slot, the carrier may offer a new delivery attempt or return the parcel, according to their terms and conditions.

Redelivery or return fees may be applied only if their amount is communicated before their application.

If the package shows visible damage, we recommend refusing delivery if the product appears unusable, or making precise and detailed reservations on the carrier's document.

Also take photos of the packaging, the shipping label and the product, then contact our customer service as soon as possible.

The absence of reservations upon delivery does not remove your rights under the right of withdrawal or applicable legal guarantees.

Payment Methods

Yes. Payments made on the site are processed by secure payment providers.

Ambiance Confident does not store the Customer's full bank card details.

Strong authentication, such as 3D Secure, may be requested by the bank or payment provider.

The available payment methods are displayed at checkout, before order confirmation.

Depending on the options offered at the time of payment, the Customer can pay for their order by bank card or by any other secure payment method displayed on the site.

No payment method not displayed at checkout can be demanded.

When offered at checkout, installment payments may be available for certain eligible orders.

The exact terms and conditions, the number of installments, any fees, the payment due dates, and the total amount due are displayed before payment validation.

The acceptance of an installment payment facility depends on the payment provider concerned.

A payment can be declined for several reasons:

incorrect card information;
expired card;
bank limit reached;
insufficient funds;
bank decline;
3D Secure authentication failure;
payment provider security check.

You can check your information, try another payment method or contact your bank.

For a one-time payment, the debit can be made immediately after order confirmation.

For a payment in installments, the first payment can be debited at the time of the order, and subsequent installments according to the schedule displayed before payment confirmation.

Customer account

Click on the customer account icon at the top of the site, then follow the instructions to create an account.

You will generally need to provide your name, email address, and a password.

Please check that your email address and password are correct.

If you have forgotten your password, please use the password reset function and also check your spam folder.

If the problem persists, please contact our customer support.

Log in to your customer account, then go to the section provided to modify your personal information, addresses or preferences.

If you are unable to make the change, you can contact our customer service.

Connectez-vous à votre compte client et accédez à la rubrique des commandes.

Vous pourrez y consulter l’historique de vos achats et, lorsque disponible, l’état de traitement ou de livraison.

You may request the deletion of your account by contacting our customer service by email.

Your request will be processed in accordance with our privacy policy and applicable data protection regulations.

Returns and Refunds

Yes. The Customer has a legal period of 14 calendar days from the day after receipt of the product to inform Ambiance Confident of their decision to withdraw.

After communicating their decision to withdraw, the Customer has an additional 14 calendar days to return the product.

To request a return, please contact our customer service by email, providing the following information:

your name;
your order number;
the product concerned;
the date of receipt;
the reason for the return, if you wish to provide it.

Customer service will provide you with instructions adapted to the product, especially when it concerns furniture or bulky items.

Should the customer change their mind or withdraw from a conforming product, the direct return costs will be borne by the Customer.

In the event of a defective, damaged, incomplete or non-conforming product, the costs necessary for return, repair or replacement will be covered by Ambiance Confident.

The product must be returned complete, with its accessories, parts, manuals and original components where applicable.

It must be properly protected for transport.

Original packaging is recommended when available, but the absence of original packaging does not automatically remove the right of withdrawal.

When a return is accepted in accordance with the applicable policy, the refund will be issued without undue delay and at the latest within the applicable legal deadlines.

Ambiance Confident may defer the refund until the product has been recovered or until proof of shipment of the product has been received.

The refund will be issued using the same payment method as that used for the order, unless otherwise agreed.

Please contact our customer service department with the following information:

your order number;
a detailed description of the issue;
photos or videos of the product;
photos of the packaging;
a photo of the shipping label.

After reviewing the case, Ambiance Confident will propose an appropriate solution: sending missing parts, repair, replacement, price reduction, or refund.

Service client

You can contact our customer service at the following details:

Ambiance Confident

Address:
108 Cours Docteur Long
69003 Lyon
France

Phone:
+33 9 83 05 56 80

Email:
info@ambiance-confident.com

Hours:
Monday to Friday, from 9:00 AM to 6:00 PM, Central European Time.