Find here the answers to the most frequently asked questions regarding our gravity fountains, filters, orders, deliveries and returns. If you cannot find the information you are looking for, you can contact us via our contact form. We usually respond under 24 working hours.
🚚 Delivery
What are the delivery times?
Orders are generally shipped within 1 to 2 working days. In mainland France, delivery usually takes 2 to 4 working days. For European Union countries, the average time is 3 to 7 working days depending on the destination.
Do you deliver outside of France?
Yes, we deliver to mainland France as well as to several countries in theEuropean Union. Delivery costs and delivery times are calculated automatically when your order is validated.
How do I track my order?
As soon as your order is shipped, you will receive a confirmation email containing a tracking number. This link allows you to follow the delivery of your package directly with the carrier.
💧 Gravity fountains and filters
Can I use a gravity fountain with tap water?
Yes. Gravity fountains are designed to improve the quality of everyday tap water. They work without electricity, without pressure and without connection, only by gravity.
What types of filters do you offer?
We offer several filtration technologies according to needs: filters in activated carbon block, cartridges ceramic with activated carbon, long-life filters and cartridges compatible with different gravity systems. Each product sheet specifies the technology used, the estimated lifespan and the announced performances.
Are the filters NSF certified?
Some filters are NSF certified, while others are tested according to NSF/ANSI protocols by independent laboratories. The difference is important: official NSF certification is not equivalent to testing performed according to an NSF standard. The information available is indicated on each product sheet.
How long do filters last?
Lifespan depends on the filter model, the quality of the water used and the volume filtered. Some filters need to be replaced every 6 months, while others can achieve 12 to 24 months according to the conditions of use. Always refer to the recommendations in the product sheet.
Do filters need to be primed before use?
Some filters require a priming before the first use in order to evacuate the air present in the cartridge and ensure good flow. Other cartridges do not require priming. The instructions are specified in the instructions or on the product sheet.
Should I clean my filters?
It depends on the type of filter. Some block carbon filters can be rinsed or gently surface cleaned according to the manufacturer's recommendations. Ceramic or multi-layer cartridges must be maintained with care and replaced when they reach the end of their life. Never use soap, chemicals or contaminated water to clean a filter.
📦 Orders, returns and warranty
How do I modify or cancel my order?
Contact us as quickly as possible via our contact form. If the order has not yet been prepared or shipped, we will do our best to modify or cancel it.
What is your return policy?
You have a deadline of 30 days after receipt to return a new, unused product, complete and in its original packaging. For health and safety reasons, filters, cartridges or elements in contact with water cannot be returned if they have been opened, installed or used.
What should I do if my product is damaged upon receipt?
If your package or product arrives damaged, take immediate action photos of the carton, inner packaging and product. Then contact us quickly so that we can open a file and offer you a suitable solution.
Are the products guaranteed?
Yes, our products are guaranteed against manufacturing defects. The duration and conditions may vary depending on the brand, the type of product and the use observed. The warranty does not cover normal wear and tear, damage related to improper installation, impact, poor maintenance or improper use.
💳 Payment
What payment methods do you accept?
We accept the main bank cards, as well as the payment methods available during checkout, such as PayPal, Shop Pay or other solutions offered by Shopify depending on your country.
Is payment secure?
Yes. Payments are secured by encryption SSL and processed via recognized payment providers. We never store your banking data on our site.
💰 Offers and discounts
This tip can help you get 10% off your filtration system.
Go to one of the collections on the Fontaine-a-gravite.com website. A newsletter subscription window may appear. If so, sign up and a 10% discount code should appear on the screen.
This offer may vary or may not be displayed on each visit depending on current conditions.
📞 Contact
How to contact customer service?
You can contact us via the site's chat bubble, by email at contact@fontaine-a-gravite.com, or via our contact form. We usually respond under 24 working hours.
