FAQ
Frequently Asked Questions
Do you have any questions about the installation, use or maintenance of our Japanese toilets?
Useful information
Installing TopToilet Japanese toilets is simple, quick, and accessible to everyone. Designed to fit most standard toilet bowls, our models require no major work or complex tools. Discover everything you need to know before installing your new TopToilet seat here.
Can Japanese toilet seats be installed on any toilet?
TopToilet toilet seats fit most existing toilets. For electric models, a nearby power outlet is required. For non-electric models, only a connection to the cold water supply is necessary.
What is the duration and scope of the TopToilet warranty?
All our products come with a 2-year return-to-workshop warranty, valid from the date of purchase. TopToilet has been in business for about ten years. As such, we not only provide the legal warranty for our products, but also responsive and ongoing after-sales service, even after the warranty period has expired. The only issues not covered are breakage and damage caused by limescale.
Where can I order spare parts?
We stock nearly 800 parts for all TopToilet products (both current and past). You can order directly from our website under the “Spare Parts / Accessories” section. For parts not listed online, please contact us at sav@toptoilet.fr or +33 4 68 36 74 47.
Is it possible to return a TopToilet product?
No, our products cannot be returned once the packaging has been opened. As hygiene products under the Hamon Law, we never resell a product that has been previously opened. Only products in their original condition (sealed box) are accepted for return after contacting our sales department.
Are Japanese toilets permitted under French standards?
Our products comply with CE, RoHS and EN1717 standards. They are designed for a standard 220-240V power supply with French plug (2P+T) and incorporate a residual current circuit breaker for total safety.
Are the products available in stock or by order?
Yes, our products are in stock. In the event of a temporary stock shortage, this will be indicated on the website with an estimated restocking date. You will then have the option to pre-order for delivery as soon as the product becomes available.
What payment methods are accepted?
We accept: credit cards (Visa, MasterCard, Amex), PayPal (with 4x option), Google Pay, Apple Pay and bank transfer. All payments are secure.
Do you offer an installation or technical support service?
We offer video technical support to guide you through installation or repairs. For the installation of a complete toilet, we strongly recommend using a qualified professional.
Que faire si mon produit TopToilet est défectueux ?
Si vous rencontrez un problème avec votre produit TopToilet, veuillez nous contacter au plus vite. Notre équipe du service après-vente se chargera d’évaluer la situation et de prendre les mesures nécessaires pour résoudre le problème dans les plus brefs délais et trouver la meilleure solution pour vous satisfaire.
Quelles sont les conditions de livraison ?
Nous travaillons avec des partenaires logistiques de confiance pour garantir que votre produit TopToilet vous parvienne en parfait état. Selon le modèle et la destination, la livraison peut se faire via transporteur standard ou spécialisé pour les produits volumineux. Une prise de rendez-vous à domicile est effectuée afin de faciliter la remise du produit. Les frais de livraison sont précisés lors de la commande.
How does the delivery of a complete toilet work?
The product is placed on a mini-pallet, wrapped in film, and sealed. Delivery is handled by a specialized carrier, with a home delivery appointment scheduled to guarantee receipt in perfect condition.
Comment suivre ma commande ?
Dès que votre commande est expédiée, vous recevez un e-mail de confirmation avec un numéro de suivi. Vous pouvez ensuite suivre l’avancement de la livraison directement via le site du transporteur.
Proposez-vous des options de livraison express ou internationale ?
Oui, nous proposons des options de livraison express en 24h ouvrées selon les disponibilités et la zone géographique. Nous effectuons également des livraisons en Europe et Iles françaises. Veuillez contacter notre service commercial pour connaître les frais et délais exacts.
What are the delivery charges?
Mondial Relay is free for toilet seats over €150. Home delivery: calculated according to weight for toilet seats, €86.76 including VAT for a wall-hung toilet and €100.44 including VAT for a one-piece toilet.
Does the Japanese toilet consume a lot of electricity?
No, the energy consumption is comparable to that of a small household appliance. Our models have standby and energy-saving modes to minimize their electrical impact.
Is the water used hot or cold?
In a non-electric model, the water is at room temperature (tap water). In an electric model, it is heated instantly to your chosen temperature.
I am a company, how can I place an order?
Professionals benefit from specific rates. You can contact us for a quote or create an account in our professional area to automatically access your dedicated rates.
Can I modify or cancel my order?
Yes, only if it hasn't yet been shipped. Once it's in transit, changes are no longer possible. Contact our customer service department as soon as possible to find out about your options.
Interview
Regular maintenance is key to the longevity of your system. While our products are designed to withstand intensive daily use, managing limescale and choosing the right cleaning products are essential to preserving the electronic components and the shine of the ceramic. Find our tips for caring for your TopToilet equipment here.
How to manage hard water and maintain a Japanese toilet?
Regularly descale the toilet with a suitable product (such as a coffee maker descaler). Clean the nozzles and surfaces with a soft cloth and diluted alcohol. Caution: Never use bleach, chlorine-based products, acetone, or abrasive creams (such as Cif), as these can stain or damage the product. The toilet seat can be easily removed for thorough cleaning of the bowl.
Do the products include an automatic descaling function?
Yes, our Luxe Gold, Luxe Ultimate, and all our Crystal wall-hung toilets are equipped with an automatic descaling function. This technology helps keep the nozzles and pipes clean, thus extending the life of the appliance while reducing manual maintenance.
Do you sell limescale filters?
We sell luxury pre-filters that remove chlorine, heavy metals, and sediment. They are recommended if your water hardness (TH) is above 30°. Please note that no filter on the market completely protects against limescale; descaling is still necessary every 6 to 12 months to maintain the warranty.
How often should I perform the descaling procedure?
The frequency depends on the water hardness in your area. Generally, we recommend descaling every 6 months. This ensures that the nozzles and internal pipes remain fully functional in the long term.
Can I descale it myself?
Yes, the procedure is designed to be performed by the user by following the manual. For manual models, allow approximately 30 minutes. It's a simple operation that avoids the costly intervention of a professional.
What happens in the event of a power outage?
The toilet remains usable as a regular toilet. The electronic functions (heating, drying) stop, but the flushing mechanism continues to work. Non-electric models, however, are completely unaffected by the power outages.
Facility
TopToilet solutions are designed to be easy for everyone to install, without requiring major plumbing work. Whether you choose an adaptable kit or a one-piece toilet, our products are designed to integrate seamlessly with most standard fixtures. Here you'll find all the technical information you need to prepare for your new comfort, from the necessary dimensions to electrical connections.
What plumbing work is needed: piping, renovation?
Installing a Japanese toilet seat requires no major plumbing work: they simply connect to an existing water supply and an electrical outlet. Installing a wall-hung or one-piece toilet may require a concealed cistern, modifications to the drainage system, or even a complete renovation if your existing plumbing is old.
How to install a Japanese toilet seat
The toilet seats attach to your existing toilet bowl without any construction work. The complete NF-compliant kit included allows you to:
1. Replace the stop valve with the supplied T-valve.
2. Attach the mounting plate to the toilet bowl.
3. Clip the toilet seat into place and connect it to the water and electricity supply. Instructions in French will guide you step by step.
Can Japanese toilet seats be installed on any toilet?
They fit most rounded and flat toilet bowls. Check the size (compact, standard, or large), the presence of an accessible 3/8" water inlet, and a grounded electrical outlet within 1.20m. Square or very short toilet bowls are not compatible.
Do I need an electrical connection?
For electric models and complete toilets, a grounded outlet is essential. Important: Never plug the appliance into a power strip to ensure safety. We also offer non-electric toilet seats that operate solely with water pressure.
How to install a Japanese wall-hung toilet
Our wall-hung toilets require the prior installation of a wall-mounted support frame (French standard 3/8"). The frame must allow for the passage of a bare electrical cable to supply power to the toilet bowl. Installation is then similar to that of a traditional toilet. An installation video is available to guide you.
Which wall-hung toilet frame is compatible with a Crystal toilet?
Our products are compatible with all frames (18cm center-to-center distance). We recommend the Geberit Duofix range, whose power supply ports are perfectly aligned with our ceramics. Power is supplied via a bare cable behind the frame for a clean, aesthetically pleasing look.
How to install a one-piece toilet?
The dimensions are identical to a traditional toilet. Ideally: electrical outlet 30cm to the right of the axis, water inlet 30cm to the left. Our models are compatible with horizontal or vertical outlets. Note: the Diamond and Sapphire models require a 16mm pipe to ensure proper flushing flow.
How to install a one-piece toilet?
They come with a set of floor fixing brackets. However, depending on your type of flooring, a thick silicone seal around the base, combined with the significant weight of the ceramic, may be sufficient to ensure stability.
Are your products compatible with booster seats?
No, a Japanese toilet seat cannot be fitted onto a toilet seat riser. For accessibility requirements (PRM), we recommend installing a raised ceramic toilet or a Crystal wall-hung toilet on a frame that is height-adjusted during installation.
Our Solutions by Product Range
All the technical answers about our kits, toilet seats and complete toilets.
Do you need to pull the nozzles off a washing kit?
No, never handle the nozzles manually. They extend and retract automatically. Improper handling could result in breakage not covered by the warranty.
Is it possible to install a self-washing kit?
Yes, installation is simple and requires no construction work. The kit is sandwiched between your toilet seat and bowl. All necessary NF-certified parts are included.
Can a Japanese toilet kit be easily disassembled?
Yes, simply remove the toilet seat to free it. It's a quick operation requiring no special tools, ideal for a thorough cleaning or moving house.
What are the differences between a toilet seat and a washlet kit?
The toilet seat replaces your existing seat and provides drying and heating. The kit is a compact device that attaches under your current toilet seat to add the washing function.
How can I tell if my toilet is compatible with a kit?
A water supply is required less than 1m away, the fixing center distance must be between 12 and 19 cm, and the distance between the edge of the bowl and the holes must be between 5 and 13 cm.
Can the wash kit be installed on wall-hung toilets?
Yes, by connecting it either to a nearby sink, or by accessing the water supply of your support frame via a discreet drilling.
How is the washing kit supplied with water?
It connects directly to your mains water supply via the supplied T-connector. A pressure of 3 bar is recommended for optimal nozzle deployment.
How to manage hard water and maintain the kit?
Clean the nozzles regularly. For complete descaling, soak the nozzle heads in a suitable product such as a coffee maker descaling product.
How to install a Japanese toilet seat
Remove the old toilet seat, attach the mounting plate, slide on the TopToilet seat, and connect it to the water supply. A simple installation to transform your toilet into a smart toilet.
Is it possible to fit a toilet seat onto a wall-hung toilet bowl?
Yes, with our specific Connection Kit which allows you to install an external stop valve on the support frame.
How can I tell if my toilet is compatible?
The toilet bowl must be rounded and flat. Check the model's dimensions and ensure you have a grounded electrical outlet nearby.
Is an electrical outlet required?
Yes, for electric models. Never plug the toilet seat into a power strip to ensure the safety of the installation.
Electrical standards for the bathroom?
According to standard NF C 15-100, a socket must be more than 60 cm from a shower or bathtub. Consult a professional to validate your installation.
Maintenance and limescale?
Regularly descale your machine (using a product similar to a coffee maker descaling product). Adding a filter to remove impurities effectively complements maintenance but does not replace descaling.
How is the toilet seat supplied with water?
Via the supplied 3-way tap. The water is heated instantly on electric models for optimal comfort.
Is the support frame included?
No, it must be purchased separately. Our Crystal toilets are compatible with frames conforming to EN33 standards (18cm center distance).
Which mounting frame is compatible?
We recommend Geberit Duofix for its supply ports which are perfectly aligned with our Crystal ceramics.
How do I install the electrical supply?
Bring a bare 3G1.5 mm² cable behind the frame. We provide a specific connector for an invisible and secure connection.
Compatible with an existing installation?
Yes, if your current frame is in accordance with EN33 standards with 18cm center distance, you can replace your old toilet bowl without structural modification.
Advantages of a suspended vs. monobloc design?
Modern design, space saving and easy floor cleaning. Hygiene features remain the same as our other ranges.
What weight can a wall-hung toilet support?
Our toilet bowls can support approximately 200kg of static load, provided they are correctly installed on a solid support frame.
Is the height adjustable?
Yes, the height is adjustable during the installation of the support frame, allowing for perfect adaptation to the user's needs (PMR, comfort).
What to do in case of a leak?
Access is via the toilet flush plate. Turn off the water and electricity before any complex intervention.
Power outage?
The toilet can still be manually flushed. Only the electronic functions (washing/drying) are interrupted.
Maintenance of a wall-hung toilet
Regular descaling is essential. An anti-impurity filter is recommended to protect the internal mechanisms in the long term.
What is a Japanese one-piece toilet?
An all-in-one unit with no visible tank or with an integrated tank. It sits on the floor and offers all washing and drying functions.
How to install a one-piece toilet?
The standards are the same as for a standard toilet. Note: the Diamond/Sapphire series requires a 16mm water inlet diameter.
Power outage?
Thanks to a backup battery (Sapphire/Diamond) or a manual button (Platinum), the toilet flush always remains functional.
Is the height adjustable?
No, the height is fixed. Consult the product sheet for the specific seat height of each model.
Toilet cistern?
The Platinum series has a reservoir. The Sapphire/Diamond series operate with direct solenoid valves for a more compact design.
Type of evacuation?
Adaptable for horizontal (wall) or vertical (floor) outlets using standard sleeves. Compatible with most 100mm drains.
Maintenance of the monobloc
Descaling every 6 months is recommended. Use a soft cloth and avoid abrasive products to protect the electronics and ceramic components.