Frequently Asked Questions

Can we order one or two sheets/boards?

Yes, the site is made for all those looking for small quantities of wood veneer and lumber.

Most of the time, our veneers and lumber are offered either by one sheet or one board.

I want larger quantities than those offered on the site; is this possible?

Yes, of course, contact us directly, and we can send you an offer based on your specifications.

What are the actual dimensions of the products?

The dimensions given for each item are the narrowest and shortest dimensions. The widths are rounded to the lower centimeter and the lengths to the lower 5 cm, for example:

- The Width is measured per cm covered; for example, 15.8 cm gives 15 cm.

- The length is measured for every 5 cm covered; for example, 2.57 m gives 2.55 m.

So no bad surprise you may have wider and longer but not less than the dimensions listed.

The dimensions of the products offered do not suit me; is it possible to have other dimensions?

We may have in stock a product with the dimensions you are looking for, for this ask us either by e-mail or by phone.

How can you get an idea of the look of the products you offer?

Except for rare cases such as "good deals" or "small formats," each product is photographed individually, generally 2 photos per product.

Once the last sheet of this item has been ordered and where possible, the product is replaced with a similar item with new photos and dimensions.

Is it possible to get veneer samples?

What is the availability of the products offered on the website?

The products offered on the site are available up to the number of items indicated in the description.

Only products with a grayed-out basket icon and a label indicating "out of stock" are unavailable.

The last articles of this reference have been sold. They will be replaced by equivalent products as far as possible.

How to cut the veneers?

How do I choose the right glue for the right substrate?

Depending on your project and the chosen support, it is necessary to use suitable glue.

Here are a few tips :

To glue together two porous supports such as a veneer sheet (raw) on a raw wood panel (plywood, chipboard ...), use vinyl wood glue, also called white glue. see: TUTORIALS

To stick to a non-porous surface such as a melamine substrate, it is advisable to use a neoprene-type gel contact adhesive (be careful, the liquid is very liquid).

 If a product is offered at 2m long if I wish only half of it, will you sell it to me for half the price?

Unfortunately, it won't be easy to do so.

Any made-to-measure cutting results in an additional cost over the initial selling price of the product.

Indeed, the prices of the products consist largely of the time of putting on line and preparation for shipment; any additional operation, therefore, entails additional working time. In the end, half of the product is likely to be offered at the same price as the full length.

How long will it take to prepare my order?

Generally, all orders placed before 11 am are shipped the same day.

Of course, this deadline does not apply on weekends and holidays and for special orders that require either production or special preparation.

Is it possible to visit you to see the products offered?

Unfortunately, we do not have a store where our products are presented, but a warehouse organized to respond quickly to many orders.

For now, the best way to see our products is on the website.

However, we hope that we can create stores where we can meet you and share this fabulous product that is wood.

What are the costs and delivery lead time for an order?

The cost of delivery depends on each product.
To receive your order, you have the choice between several solutions.

Colissimo:
Deliveries are generally made within 48 hours of departure.

Package length is limited to 1.50 m, and therefore this delivery option is not always available.

Geodis:
Delivery upon appointment within 72 hours to 4 days of departure.

Geodis will send you an email to fix an appointment for the delivery on the day you wish.

How is the order delivery going with Geodis?

As soon as Geodis hands in your order, you will be invited to choose a delivery date over a period of 2 weeks.

The first proposed date occurs within 24 to 48 hours of shipment of the goods. Delivery can be made to the address of your choice, Monday to Friday, 9 a.m. to 6 p.m.

You can opt for home delivery by appointment or collection at one of the 210 Geodis branches.

Is it possible to track the shipment of my order?

By choosing Géodis or Collisimo, you can follow the delivery of your order step by step via a set of email or SMS notifications sent directly by the carrier.

What payments are possible on Top-Wood.com?

We accept payment by Credit Card, Visa, Mastercard, Paypal, check, and bank transfer.

How is an order paid by check processed?

When payment for an order is made by check, it is processed upon receipt of the check.

This is why the processing of the order takes a little longer.

How is an order paid by bank transfer?

When a payment order is made by bank transfer, it is processed upon receipt of the transfer.

If you choose this payment method, this may cause additional costs to your bank; please find out more.

You are not satisfied with your order, what to do?

At Top-Wood.com, you are satisfied, or you get your money back.

Since the satisfaction of our customers is paramount, if you are not completely satisfied, you can return the products purchased before any processing.

Upon receipt of your package, you will be reimbursed. The returns costs remain your responsibility.

Of course, to improve our service, do not hesitate to send us your suggestions by contacting us directly by phone on 03 29 79 31 17 or by email: contact@top-wood.com.

Where can I find all the information about my account and my orders?

To see all the information about your account, you can go to the "my account" section at the bottom of any page.

You will find all the practical information there, such as the history of your orders, credit notes, returns, delivery addresses, or even your personal information.

You will also find the discount coupons accumulated during your past purchases, your shopping lists, your alerts, your accumulated loyalty points as well as your favorite products.

What should I do if I have forgotten my customer account password?

If you forget your password, log into the "my account" area by specifying your e-mail address and then clicking on the "Forgotten password" link.

An email confirming this request is then automatically sent to you.

This contains a secure link allowing you to receive a new password.

If you wish, you can change this new password by accessing the "Your personal information" section.

Why are certain pages of the Top-Wood.com site not displayed correctly?

It may happen that some elements do not display well depending on the browser you are using (Internet Explorer, Mozilla Firefox, Google Chrome ...). To fix this, we recommend that you empty your browser's cache.

Here's how to do it:

- Firefox: Menu (small square containing 3 bars, top right), Options, Advanced, Cached web content / click on the "Empty now" button, Web content and user data offline / Click on the "Empty now" button. "

- Chrome: Menu (small square containing 3 bars, top right), More tools, Clear navigation options, Select the period and the content, then validate.

- Internet Explorer: Tools, Internet Options, "General" tab, check the "Delete the files" box, Validate.

Are the veneers available on Top-Wood.com prepared for painting or any other finish?

The veneers available on our website are roughly sliced.

Their surface is similar to a planed solid wood.

As it is genuine wood, it is possible to apply all the finishes dedicated to wood.

But before applying the desired finish, it's better to refine the surface by sanding with an increasingly fine-grained abrasive, starting with a grain 180, and continuing with a 240 grain.

Are dyed veneers colored on both sides?

The dyed veneers are tinted in the mass.

The color is therefore present on both sides as well as in the heart of the wood.

Dyed veneers can be sanded like non-dyed veneers.

A slight pale discoloration appears during sanding, and it disappears with the application of a finishing product.

How are the veneers sent?

The veneers are rolled in a stretch film to give them rigidity.

Rolled up in this way, they are protected from humidity and are placed inside a double-walled cardboard box, and we also add padding to wedge the product inside the box.