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RETURNS AND REFUNDS

Not satisfied with the item(s) you have ordered?

You can return your order within 14 days of receipt and request to change your item(s)* or ask for a refund.

You can request to return an item from your User Account, following the steps below:

1. For order shipped in France : 

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Access to your order historySelect the order and click on "details"Select the products and indicate the reason for returnSelect the return option and click on "Request a returnReturn or refund by the Fusalp team

2. For order shipped out of France : 

a. Insert your order ID and your email address in the following portail: Return portail

b. Select the products you wish to return and precise for each your return motif please

c. A prepaid return label will then be available. Follow the instruction mention on the Return Note and return your parcel.

For any question regarding international orders return procedure please click here

1. GO TO YOUR ORDER HISTORY

Go to “Order history and details”, select your order, then click “Details”.

 

2. INDICATE WHICH ITEM(S) YOU WISH TO RETURN

Indicate which item(s) you would like to return and the reason, just so we can constantly improve our products and service.

3. CLICK « REQUEST TO RETURN AN ITEM »

Once we have received your request to return an item, your order status will indicate “waiting for parcel”. You will receive a confirmation email with the details of your request.

4. DROP YOUR PARCEL AT YOUR LOCAL POST OFFICE

For Metropolitan France and US orders only, download and print your pre-paid return label in the "product returns" tab on your account then stick it prominently outside your package. (If you can't download your label, do not hesitate to contact us to regenerate it by sending an email to [email protected]). Print also your return form in the "product returns" tab on your account then put it inside your package.

Take your parcel to a drop-off point near you.

Return shipments from international countries are unfortunately not free of charge. Return shipments must be processed by postal services with parcel tracking.

5. REFUND

As soon as we receive your parcel we will proceed with the reimbursement, within a maximum period of 14 working days and via the same means of payment that were used for the initial order.

Any returned item(s) received more 30 days after the order receipt will not be accepted and will be returned to the sender. All items must be returned in their original packaging and condition, without having been worn, washed or altered, and with tags still attached, to the following address:

CRÉATIONS FUSALP SA
114, AVENUE DE FRANCE
74000 ANNECY – FRANCE

The parcel must be identified with the sender’s information (full name, address, and order number). Any parcel that cannot be identified will not be accepted. Please make note of the Waybill Number to track your return. Once we have received the returned item(s), you will receive a confirmation email from Customer Service.

There are two ways to return your items, depending on how your order was placed:

You purchased an item in a Fusalp boutique: You can only return your item in the same boutique.

You purchased an item on Fusalp’s website: You need to follow the procedure below to return your item.

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Access to your order historySelect the order and click on "details"Select the products and indicate the reason for returnSelect the return option and click on "Request a returnReturn or refund by the Fusalp team

If you wish to return your parcel or some products, a return label will be available through the return demand. To return your product go to your Fusalp account and click on ASK A RETURN.

As soon as we update your order status to “Shipped”, you will receive an email with a tracking number.

You can visit the courier’s website and enter the tracking number received by email to follow up the progress of your delivery.

Exchanges are not available on the website www.fusalp.com.

Only one prepaid label is provided for each order, thus the first return request from mainland France, UK, USA, Norway, Australia, Switzerland is covered. However, should you wish to return an item again, please note that shipping fees and insurance shall be handled by the sender. 

Return shipments from international countries are unfortunately not free of charge. The sender shall be responsible for payment of shipping fees, insurance and any such import duties and taxes.

As soon as we have received and processed your return, we will refund the money on the bank account used to place the initial order. The refund should reflect in your bank account within 14 days.

We will refund the total amount of money paid for the item(s), thus the delivery fees are not included. 

We will refund the money on the bank account used to place the initial order. Your card is linked to your bank account, so the fact that your card has expired has no impact on the refund payment to your bank account.

Similarly, if you paid your order with Paypal, the refund payment will be directed to the bank account linked to your Paypal account.

Please note that we process refunds within 14 days after receipt.

If 14 days have passed and you still haven’t received your refund, please contact Customer Service through the chat or via the contact form provided in the “Contact us” section or by phone at +33 (0)4.85.21.31.78 and our team will assist you as soon as possible.

If the refund request is made on an order to which a promo code was applied, we will not be able to refund the promo code discount since each promo code matches a special offer from Fusalp and can be used only once.

If the refund request is made on an order to which a credit was issued, the refund will be applied to the credit. The credit will be applied to the total returned item(s). 

Should you have any additional questions regarding the use of a promo code or credit, please contact Customer Service through the chat or via the contact form provided in the “Contact us” section or by phone at +33 (0)4.85.21.31.78 and our team will assist you as soon as possible.

If an item or multiple items are missing from your order, please accept our apologies, and contact Customer Service through the chat, or via the contact form provided in the “Contact us” section or by phone at +33 (0)4.85.21.31.78 and our team will assist you as soon as possible.

Should you have any questions, please contact Customer Service through the chat, or via the contact form provided in the “Contact us” section or by phone at +33 (0)4.85.21.31.78 and our team will assist you as soon as possible.

If you the order you received doesn’t match the order you have placed, please accept our apologies, and contact Customer Service through the chat, or via the contact form provided in the “Contact us” section or by phone at +33 (0)4.85.21.31.78 and our team will assist you as soon as possible.