Frequently Asked Questions

It is a toilet equipped with a built-in water washing system, replacing or supplementing toilet paper. It often features a heated seat, air drying, and customizable temperature and pressure settings.

Our collection includes six models: the HIKARI (floor-standing), the SORA (wall-hung), the KAKU in matte grey or white, the TAMAGO (premium one-piece), and the KONGO, our limited edition. They are divided into three ranges: Essential, Comfort and Premium. Discover them all on our Japanese toilets page.

The HIKARI is our best-seller and offers the best value for discovering the smart toilet. The SORA is ideal if you prefer wall-hung toilets. The KAKU offers a wider seat and user-specific saved settings. The TAMAGO and the KONGO are designed for those seeking the very best. Still undecided? Our customer service team is happy to advise you free of charge.

A floor-mounted toilet (HIKARI, KAKU, TAMAGO, KONGO) sits directly on the floor and easily replaces a conventional toilet. A wall-hung toilet such as the SORA is fixed to the wall on a concealed support frame: the floor remains clear, making cleaning easier and providing a sleeker look. The support frame is included with the SORA.

Here are the dimensions listed on our technical sheets: HIKARI 680 × 400 × 450 mm, SORA 590 × 380 × 390 mm, KAKU 660 × 415 × 465 mm, TAMAGO 690 × 500 × 540 mm. A dimensioned diagram is available in the photos of each product sheet. For the KONGO, please contact us.

A retractable nozzle extends during washing and then retracts automatically. You can choose between a rear wash and a female wash, with a movable spray. The pressure, water temperature, and spray position can be adjusted to suit your preferences.

Yes. The nozzle is self-cleaning and antibacterial: it rinses automatically before and after each use. Depending on the model, UV sterilization (HIKARI) or a water circuit sterilization module (SORA) is also included.

No. The toilet heats the water for flushing itself using its built-in heating system (at a constant temperature or instantly, depending on the model). Simply connect it to your water supply.

Yes, all our models are equipped with a multi-level adjustable heated seat, for pleasant comfort in every season.

Yes. The seat opens and closes automatically thanks to a motion sensor or a foot sensor, without any contact. On the HIKARI, the closing is also slowed down to prevent slamming.

The flush is triggered automatically after use and can also be operated manually. The HIKARI and SORA feature a dual-flush system delivering 3 or 6 L. The TAMAGO uses a powerful, water-efficient "Tornado" swirl flush delivering 3 to 4.5 L.

The HIKARI and SORA have an emergency flush that works without electricity. The electrical functions (washing, heated seat, drying) resume as soon as the power returns. For the other models, our customer service will explain how they work.

Yes, a wireless remote control is supplied with each toilet. The SORA is operated by a Bluetooth control dial, the KAKU by a rotary dial, and the KONGO by a premium remote control with a memory function.

No. Our models feature a smart standby mode or eco mode that limits power consumption when the toilet is not in use. The water and seat heaters are only active when needed.

Yes. Our toilets use about 4.5 L per flush compared to 9 L for a standard toilet, and significantly reduce toilet paper consumption. Calculate the savings for your household with the savings calculator on our home page.

Yes. All our toilets are CE certified. The HIKARI, SORA and KAKU are IPX4 waterproof (protection against water splashes). The KAKU is equipped with a socket with protection against electrical leakage, and the KONGO with anti-leakage and surge protection.

Yes, we also offer a collection of anti-fog LED mirrors for the bathroom: AURA, NOVA, AUREA, NEORA, ELYS, ARIA and INFINITY. Some models offer multiple lighting temperatures.

Three elements are sufficient: a 220-240 V grounded electrical outlet near the toilet, an accessible water supply with a shut-off valve, and a waste outlet compatible with the chosen model. The water connection kit, power cable, and screws are included in the package.

The HIKARI, SORA and KAKU use a horizontal wall-mounted waste (P-trap) at 180 mm. The TAMAGO uses a floor-mounted waste (S-trap) at 300 mm. For the KONGO, please contact us. The exact specifications are provided in the technical description of each product page.

The TAMAGO is designed for floor-level drainage. If you prefer a different model with a wall-mounted outlet, the drainage connection may need to be adapted. Send us a photo of your current setup: we will tell you which model is suitable.

Our models are designed to fit standard plumbing systems. Detailed installation instructions are provided with each product.

On an existing installation that is already properly prepared (waste pipe, water supply, and mounting surface), installing a floor-mounted model takes about 30 minutes. Allow more time if plumbing or electrical work is required, or for a wall-hung toilet that requires the installation of a concealed cistern frame.

If your plumbing is already suitable, a handy person can carry out the installation by following our installation guide. If you need to install a new connection, move a waste pipe or install a concealed cistern frame, please hire a professional. We can put you in touch with our partner installers.

Don't let any uncertainty hold you back! Our team of experts is available by phone or email to confirm technical compatibility with your toilet. We can also put you in direct contact with our network of qualified professional installer partners, ensuring perfect installation of your Nelsmann Japanese toilet at the best price.

A 220-240 V outlet with a mandatory earth connection is required, located near the toilet. Never connect the toilet to an ungrounded outlet. If you do not have a suitable outlet, have one installed by an electrician in compliance with the NF C 15-100 standard for wet rooms.

Our toilets have a built-in tank and operate using the pressure from a standard domestic water supply. If the water pressure at your property is very low, please contact us before placing your order.

Yes, absolutely! The Nelsmann SORA is designed to fit perfectly with the vast majority of standard concealed cistern frames on the market (such as Geberit Duofix or Kombifix). Its mounting hole spacing and horizontal waste connection (180 mm) strictly comply with European standards, ensuring a quick and easy installation during a renovation or new build.

Yes, the mounting frame is included in the SORA package. If you already have a Geberit Duofix or Kombifix frame, you can keep it.

After final silicone installation, do not use or move the toilet for 48 hours to allow the sealant to dry completely.

Yes. Our models are splash-proof (IPX4 for HIKARI, SORA and KAKU). Simply ensure that the electrical outlet complies with the safety regulations in force for wet rooms.

Yes, our smart toilets come with a 2-year manufacturer's warranty. Contact our customer service team for more details.

The warranty covers parts and labor for 2 years in the event of a manufacturing defect or breakdown under normal use.

Contact us by email at contact@nelsmann.com or by phone at 06 26 12 57 43 with your order number, a description of the problem and, if possible, photos or a short video. We will get back to you quickly with a solution.

Yes, please see our Return Policy for the applicable timeframes and conditions.

You have 14 days after receipt of your order to exercise your right of withdrawal, without having to provide a reason.

The item must be new, unused, unconnected and uninstalled, in its complete original packaging with all its accessories. You must also provide your proof of purchase or your order number.

You must contact our customer service team before making any return, by email at contact@nelsmann.com or by phone at 06 26 12 57 43. Once your request has been approved, we will send you the return instructions.

Return shipping costs are the responsibility of the customer, except in the event of an error on our part or a defective product upon receipt.

Once your return has been received and inspected, the refund will be issued to your original payment method within a maximum of 10 business days. Your bank may then take 3 to 5 business days to display the credit.

No, a product that has already been installed or connected to the water or electricity supply cannot be returned under the right of withdrawal. However, in the event of a defect, it remains covered by our 2-year warranty.

Contact us immediately at contact@nelsmann.com with photos of the problem. We will arrange a free replacement for you.

Check that the outlet is powered and the indicator light turns on, that the water supply valve is open, and that the remote control has a working battery. If the problem persists, contact our customer service: we will guide you step by step.

Routine maintenance is done just like for a regular toilet, with a soft cloth and soapy water. Avoid abrasive or harsh products that could damage the ceramic and plastic parts. The nozzle cleans itself automatically before and after each use.

In areas with very hard water, adding a limescale filter to the water inlet helps protect the nozzles and heating system and extends the life of your equipment.

Our customer service team is based in France. Write to us at contact@nelsmann.com, call us at 06 26 12 57 43, or use our contact form. We respond within 24 hours.

Yes. Plumbers, interior designers, decorators, hoteliers and renovation professionals benefit from volume-based preferential rates, VAT invoices, a dedicated account manager and lead times tailored to their projects. Discover the Nelsmann Pro offer.

Contact us with your company name, industry, the type of projects involved, and your estimated order volume. We will get back to you with our business terms.

Yes, our Japanese toilets are ideal for providing a premium experience for your clients or employees. Contact our customer service team to discuss your project.