Frequently Asked Questions
Can the products be used outside? No, the products are not resistant to rain, snow and cold.
Do I need to buy the bed bases for the PomPom or Tagada? No, the bed bases are optional. However, we do recommend the bed base so the mattress is not directly on the floor.
Can I buy extra parts to change the Tutti bed frame to a maisonette? Unfortunately, no. The frames are not made the same and there are no extra parts available for this option.
Does the POMPOM single bed structure sway? Given the assembled height of the product, it is normal for the structure to sway slightly. There is no danger of breakage if the screws are all tight. We suggest fixing the 2 vertical uprights to the walls to avoid bending movements and anchor the assembly.
Since most product are made of natural wood, do we need to sand them? Despite careful sanding, new slivers may appear as the wood ages. If this is the case, we recommend sanding the pieces with a 120 grade sandpaper with particular attention to any problem area.
Can the cover for the Tagada playhouse be installed on the PomPom single bed? No. The cover for the Tagada playhouse is smaller and only fits the playhouse frame.
Are the dog beds washable? Only the bag that covers the mattress is washable. For better results we suggest to turn them inside out and wash with hot water on a delicate cycle. Do not use bleach. Hang to dry.
Are the Lux cords the same length? Yes, all of the lux cords are 3 meters long.
Are the light bulbs included with the lux cords? No, they are sold separately.
Are there cords or light bulbs included with the lamp shades? No, cords and bulbs are sold separately.
Are the covers for the Tagada playhouse or PomPom single bed washable? Yes. For best results we suggest to wash with cold water on a delicate cycle. Do not use bleach. Hang to dry.
Are the aprons good for all kids’ sizes? They measure 17 x 22 in, they will generally fit any child aging from 2-5 years old.
Are the hampers and storage baskets machine washable? Yes. For best results we suggest to wash with cold water on a delicate cycle. Do not use bleach. Hang to dry.
What kind of wood is used? We use untreated, natural Baltic birch. You might see patches, mineral streaks, knots or voids in the layers of Baltic birch which adds to the charm and look of our Gautier Studio collection. Our wood is FSC certified.
What kind of paint or varnish is used in the Nouga product line? The colored surfaces are covered with a water-based varnish. The product we use has no VOCs. All natural wood surfaces are left untreated.
Can I paint or stain my wood items? Yes, but note that this voids any warranty and will not be eligible for a return. Like solid birch lumber, for it to stain evenly with an oil based pigment stain you’ll need to apply a stain controller or a wash coat of de-waxed shellac. Otherwise use dye for even color. To keep the uniform, light color. Or, you can simply finish Baltic birch with a basic clear top coat of lacquer or polyurethane. Check with your local hardware or paint shop for options.
Is the hardware included? All items that require assembly will have the hardware included. Hanging items such as canvas’ or frames will have the hook included for the item. However, any hardware required to mount the item to the wall will not be included. Use the appropriate hardware for the wall surface.
What is the type of light bulb to be used with the Lux cords? We recommend a 60W bulb or equivalent.
Are the Lux wires compatible with a dimmer installed to the ceiling? Yes I confirm but be careful to buy a 'dimmable' bulb.
What is the maximum weight that can be put inside the house shelves? We recommend you to not put items that exceed a total weight of 3 pounds/1.4 kg.
Do you offer free shipping? Yes, we offer free shipping on all order of 250$ and more within Canada and the USA.
Do you ship outside of Canada or the USA? Deliveries outside Canada and the USA are not available. We do not currently ship to US Territories.
What are the delivery delays? If the item is in stock, you should expect to receive your order within 7-14 business days. If the item is not currently in stock, we will give you an approximate ship date.
What are the payment methods available? We are happy to offer a wide range payment methods. We currently offer Visa, MasterCard, American Express, Apple Pay, Google Pay and PayPal. Note that the transaction will appear in Canadian dollars (CAD$) and could be subject to international processing fees from your financial institution if you are outside of Canada.
Are there any extra fees that I would need to pay (custom, freight)? We make sure that all taxes and duties are included in the price at checkout. You will not have to pay additional fees at delivery.
If more than 30 days have gone by since your purchase, we cannot offer you a refund or exchange. A return authorization number is required at all times. To obtain the return instructions and authorization number, please send an email to firstname.lastname@example.org and you must include a receipt or proof of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
There are certain situations where only partial refunds are granted such as, but not limited to, any item not in its original condition, is damaged or missing parts for reasons not due to our error. We reserve the right to determine if an item is in resellable condition.
Refunds (if applicable)
Once your return is received and inspected to be in resellable condition, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 45 days after the receipt of the return.
Late or missing refunds
If you haven’t received a refund within 45 days after we have received your return, please contact us at email@example.com
Only regular priced items may be refunded, unfortunately sale or discontinued items are considered final sale.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.
While we exercise great care when preparing your items to ship, damages in transit can occur. If you receive any items that have been damaged by the carrier, please reach out to us at email@example.com with pictures of the package as well as the damaged goods so that we can initiate a claim with the carrier on your behalf.