Frequently Asked Questions

Yes. In our participating Fusalp boutiques, our sales teams can order an item available in our stock (warehouse or another boutique) for you and have it delivered to your home, to a pickup point or to the boutique of your choice. Payment is made at the till or via a secure payment link.

For delivery outside France, payment is made exclusively via a secure link from our international partner Global-e, with the same services as for a web order (local currency, taxes and customs duties included, DHL delivery).

You have 14 calendar days from the email informing you that your order is available to come and collect it from the boutique. After this period, your order is cancelled and you are refunded in full using the payment method used when placing the order, within a maximum of 14 days.

In certain Fusalp boutiques (Chamonix, Megève, Georges V and Saint-Germain), when the item you are ordering is available in the stock of the boutique of your choice, you can opt for express pickup: your order is prepared by the boutique and ready in around 2 hours.

You receive an email as soon as your order is ready. Pickup requires presentation of an identity document in the name of the person who placed the order, and you have 14 days to come and collect it.

You can cancel your order within a very limited time frame, specifically within one hour after payment. To cancel, we encourage you to contact our customer service as soon as possible after placing your order. You can use the chat, the contact form available in the 'Contact Us' tab, or call us at +33 4 85 21 31 78.

When your order is dispatched, you will receive an e-mail with the tracking number for your parcel. You can then go to your account or the ‘Help and Services’ section.

• In-store delivery: Enter the tracking number sent to you by e-mail when your parcel was dispatched and follow its progress on the carrier's website.

Once your order has been delivered to the boutique, you will be informed by e-mail and the boutique will contact you as soon as possible once the parcel has been received.

• Colissimo home delivery: Enter the tracking number sent to you by e-mail when your parcel was dispatched and follow its progress here.

• Chronopost express home delivery: Enter the tracking number of your parcel sent by e-mail when it was dispatched and follow its progress here

• DHL express home delivery: Enter the tracking number of your parcel sent by e-mail when it was dispatched and follow its progress here

• Relay point delivery: Enter the tracking number of your parcel sent by e-mail directly on the carrier's website.

Your order may be prepared and shipped from our warehouses or directly from one of our Fusalp boutiques, with no impact on the delivery costs, carriers or lead times announced. An order containing several items may therefore reach you in several parcels, shipped from several dispatch points, at no additional cost. In that case, you will receive a separate tracking number by email for each parcel, and the parcels may arrive on different dates.

If you have any questions about the delivery of your order, we invite you to contact our customer service department via chat, WhatsApp, e-mail or by telephone on +33 4 85 21 31 78.
You can find all our contact details in the ‘Contact us’ section at the bottom of the page.

Your refund will be made within 14 days maximum to your original payment method. You will be notified by email when your return has been taken over and while it is on its way to our workshop.

For a return dropped off in a boutique and checked by the sales team, the refund is triggered as soon as the return is recorded in the boutique.

What should I do if I have not received my refund?

We process returns and refunds within a maximum of 14 days. The refund may also be made on the original purchase date. If this 14-day period has passed and no refund has been made, please contact our customer service via chat, WhatsApp, email or by telephone on +33 4 85 21 31 78.

• Check your bank details
• Validation by your bank in the event of double verification
• Try another browser to make your purchase (Google Chrome, Safari, Mozilla).
• Try another device to make your purchase (computer, smartphone or tablet)

Fusalp has implemented several initiatives to reduce its environmental impact.

• Some of the textiles currently used come from recycled sources, either entirely or in part. Although this proportion is still limited, the development of these materials is a short-term priority.
• In 2022, the brand opened a storage facility in Asia to reduce the transport of certain items, and we favor rail transport (which is more environmentally friendly) as much as possible.
• We are minimizing our use of plastic packaging, which is now 100% recyclable.
• The brand has also stopped using real rabbit, fox, and raccoon fur.
• The brand is committed to continuous improvement in the traceability and certification of the materials used in our supply chains for the manufacture of our clothing and accessories.

FUSALP supports the Responsible Down Standard (RDS) program to guarantee the welfare of the geese and ducks from which the down and feathers used in certain products are sourced.

This is a global certification that verifiably guarantees that the down and feathers used in the production of clothing do not come from animals that have been mistreated.

This certification is managed by an independent body and was developed with the help of animal rights groups, industry experts, brands, and distributors.

FUSALP was RDS certified by Control Union until the FW22 production season (license number: CU 866334) and by Ecocert since then (license number: 257959).

Continuing the work it has been doing on down for several years, FUSALP has introduced Responsible Wool Standard (RWS) certified wool for the first time in certain models from its FW22 collection.

This is a global certification that verifiably guarantees good practices in animal welfare and land management for sheep farming for virgin wool.

FUSALP is RWS certified by Ecocert (license number: 257959).

• Home delivery via Colissimo
• Express home delivery via Chronopost
• Delivery to a relay point
• Delivery to a Fusalp boutique.

The stores concerned by this option are :
- Megève
- Lyon
- Nice
- Cannes
- Marseille
- Marais
- Saint Germain
- Saint-Honoré
- Passy
- Georges V
- Courbet
- Courcelles
- Parly II
- Bordeaux

With over 70 years of know-how, Fusalp offers clothing and accessories designed to offer excellence in terms of craftsmanship and technicality, functionality and pleasure of wear. We call on the best experts in the business to design and model the pieces in our collections. We select our partner ateliers with the utmost rigor, and apply the same high standards to our choice of materials, in terms of their intrinsic technical characteristics and the richness of their hand. Finally, we carry out stringent quality controls both in-house and at our partners' facilities.


Despite this meticulous attention to detail at every stage of the manufacturing process, problems can still arise during the product's life. That's why we guarantee our products against defects in materials and workmanship for a period of 2 years from the date of purchase by the consumer.

In addition, since January 1, 2021, the brand has offered a 5-year warranty extension on a selection of products purchased after this date (list available here).

The following are excluded from this 5-year warranty extension:

- All products purchased in outlets;

- Collaboration products (CHLOE, PUCCI, SWAROVSKI...) ;

- Heating devices on ‘FUTUR’ products;

- Parts made of real leather or fur and wool;

- Loss of water repellency or waterproofness;

- accessories and footwear;

- Special series with rhinestones, pearls, etc.

Under these 2-year and 5-year warranties, Créations Fusalp SA is obliged to repair the defective product, or exchange it, or issue a credit note corresponding to the purchase price.

The Fusalp warranty does not cover damage resulting from normal wear and tear, negligence, accidents, failure to follow maintenance instructions, or improper or objectively unsuitable use of the product. Also excluded from the warranty are articles from which the inner labels have been removed, parts of articles that have been modified or altered by a third party, and second choice articles sold in outlets (specific mention on the sales receipt).

Not happy with you items ?


You have 14 days from receipt of your order to return a product that doesn't suit you and ask us for a refund.

You can make your return request by clicking on the following link: https://fusalp.com/a/return

If your order was delivered to you in several parcels, the 14-day period runs from receipt of the last parcel.

1. ENTER YOUR ORDER NUMBER AND THE E-MAIL ADDRESS YOU PROVIDED WHEN YOU PLACED YOUR ORDER

2. SELECT THE ITEM(S) YOU WISH TO RETURN

Select the product(s) concerned and the quantity you wish to return. In order to constantly improve our service, we will ask you to specify the reason for your return.

3. SELECT THE DESIRED OPTION.
You are invited to choose the resolution of your return:

- Exchange for a different size (not currently available)
- Exchange for another product (not currently available)
- Return for a voucher (not currently available)
- Receive a refund

4.CHOOSE YOUR RETURN METHOD
You have the choice of returning your goods via a carrier or dropping them off in store*. In all cases, you must affix the prepaid label to the parcel.

5.DROP OFF YOUR PARCEL AT A POST OFFICE OR STORE*.
A pre-paid returns label will be generated as soon as your returns request has been validated.



The store concerned are :
Paris (George V, Marais, Passy, St Germain, St Honoré, Courbet, Courcelles, Parly II), Lyon, Megève, Bordeaux, Nice, Cannes, Marseille, Chamonix.

For an in-store return, there is no need to print a label: simply present your order number to the sales team. After the condition of the item has been checked, your return is recorded immediately and the refund is made to your original payment method.

No exchanges are possible for purchases made on the website www.fusalp.com.

If you would like a different size, colour or item, you must make a return and then a new purchase, online or in a boutique.

To return products ordered from outside France, please go to the following link : https://fusalp.com/a/return. Enter your order number and e-mail address and click on the following link.

Select the products you wish to return and request the return.

You will receive a prepaid label to send your parcel. Simply stick it on your parcel and drop it off at the carrier's drop-off point.

If you have any questions about returning your order internationally, please contact our customer service department.

La température d’usage indiquée pour nos modèles est établie à partir de tests rigoureux, réalisés dans des laboratoires externes certifiés selon la norme ISO 15831:2004. Ces tests standardisés permettent d’évaluer les performances thermiques de nos produits dans des conditions contrôlées. Pour simuler un usage optimal, les tests incluent un mannequin habillé selon le principe des trois couches (couche thermique, couche isolante et veste extérieure), ainsi que des accessoires spécifiques (gants, pantalon, chaussettes, etc.).

Cependant, nous comprenons que la perception du froid peut varier en fonction de facteurs individuels (métabolisme, âge, morphologie) et contextuels (intensité de l’activité, durée d’exposition, conditions météorologiques). Ces éléments peuvent influencer le ressenti thermique et expliquer vos observations.

Afin de maximiser les performances de votre veste, nous vous conseillons :

 •         De bien fermer toutes les ouvertures (zips, capuche, cordons de serrage) pour minimiser les pertes de chaleur.

 •         D’adopter une tenue adaptée au principe des trois couches, selon vos activités et conditions climatiques.

Gift cards from the Fusalp website can only be used on the www.fusalp.com website. This card cannot be used in a Fusalp boutique, on another Fusalp partner site or reseller.

The Fusalp gift card is valid for 1 year from the date of purchase.

The value of the gift card can be used in several instalments until the amount is used up.

When you confirm your order, you will receive an e-mail with the card code. If you add a personalised message, the recipient will also receive the message.

Below is the list of countries eligible for the gift card:

For any queries about the conditions of use of the gift card, please contact our customer service department. 

Fusalp has been developing and manufacturing clothing and accessories since 1952. With a constant concern for quality, the design, choice of materials, components and pattern-making

that go to make up each item we develop are carried out in France and Italy.

A particularity of Fusalp is to design and develop its technical materials alongside the best suppliers in the world, who are located in Japan, South Korea, Switzerland, Italy and France.

Fusalp also takes particular care in choosing the workshops where its products are made. These are currently located in France, Italy, Portugal, Turkey, Tunisia, Vietnam and China.

Over and above economic considerations, and even if we prefer by default to make our products in Europe, the technical specifications of certain products sometimes limit the possibilities of ‘made in Europe’ production and lead us to opt for manufacture in Asia, where the know-how may be better, or even exclusive.

Regardless of the country in which Fusalp products are manufactured, we take great care in selecting the workshops with which we work: we strive to build a lasting and mutually beneficial relationship with each of them and ensure that working conditions scrupulously comply with local obligations and international standards.

Finally, Fusalp has its own workshop and test laboratory integrated into the Annecy headquarters which, in addition to designing and implementing product quality tests, enable us to provide an extremely efficient after-sales service.

This information is strictly confidential and is intended exclusively for www.fusalp.com.
It will be processed in strict compliance with the provisions of the French Data Protection Act no. 78-17 of 6 January 1978. In accordance with this law, the processing of personal data collected on the fusalp.com website has been declared to the CNIL and registered on 16-07-2007 under number 1244236.

In the context of omnichannel services (order preparation by a boutique, in-store pickup or return), the information strictly necessary for processing your order is accessible to the teams of the Fusalp boutique concerned.

You can pay for your order using a credit note and/or gift card. To use your credit note and/or gift card:

1. Select the items you want in your basket.
2. Enter your credit note/gift card number in the ‘Promotional code and gift card’ field.
   
3. The discount will be automatically applied to your basket.

If the amount of your order exceeds the amount of the credit note/gift card, you will be asked to pay the balance of the order.

If the amount of your order is less than the amount of the credit note/gift card, the remaining amount will still be available on your gift card/credit note (with the same code).

If you would like to check the availability of your favourite products in shop:

• Go to the page of the part you want.
• Click on the ‘in-store availability’ link
• You'll see a list of shops stocking the part you want.

If you would like to order the piece, you can either:

- contact the boutique in question directly

- buy online and choose the Click & Go delivery service. The piece will be prepared and available for pickup in the chosen boutique within 2 hours.

You can pay for your order in instalments (up to 3 separate instalments) using the KLARNA payment option.

Please note that your instalments will be stopped if your order is returned.

• By credit card (Visa, CB, Mastercard, American Express): This means that no banking information concerning you is transmitted via the fusalp.com site.

• By PayPal: Paypal is a secure online payment system. If you open a PayPal account, all you have to do is fund your Paypal account with a credit card via a secure connection, and then send a transfer order by e-mail when you make an online purchase.

Customs fees are included in the price when finalising your basket for the following countries: Countries in the EU zone, Switzerland, UK, USA, South Korea. The carrier will not ask you to pay customs fees afterwards. This information also applies to returns.

Deliveries to countries not mentioned will be subject to payment of customs fees.

Taxes are included in the price when finalising your basket for the following countries: Countries in the EU zone, Switzerland, UK, USA, South Korea. The carrier will not ask you to pay taxes afterwards. This information also applies to returns.

Deliveries to countries not mentioned will be subject to payment of local taxes.

Tax refunds do not apply to orders shipped to a home address or to a pickup point, nor to orders placed in a boutique with shipping (Order In Store service).

They are, however, possible for online orders collected in a Fusalp boutique in France (Click & Collect and Click & Go), subject to the legal eligibility conditions (in particular residence outside the European Union) and upon presentation of the required supporting documents in the boutique at the time of pickup. Items purchased directly in a boutique naturally remain eligible for tax refunds under the usual conditions.

You have 14 calendar days from the availability notification to collect your order. After this period, the order is cancelled and refunded. You will need to bring an identity document matching the name of the person who placed the order.

You can try on your items in the boutique at the time of pickup. If an item does not suit you, the boutique records your return immediately and you are refunded to your original payment method. If you would like a different size or another item, the sales team will assist you with a new purchase.

We undertake to prepare your order within a maximum of 3 business days.

Once the order leaves our warehouse, it is delivered to you within: 1 to 5 business days* for Metropolitan France depending on the delivery option chosen; 3 to 5 business days* for the EU; 5 to 10 business days for orders outside the EU (average observed time depending on the destination and the availability of the item).

 *This time may be longer during busy periods, in particular during sales and the end-of-year holidays.

Your order may also be prepared and shipped directly by one of our Fusalp boutiques, within the same lead times and at no additional cost.

*Prices are subject to exchange rates.

For all international orders, details of taxes are available in the payment checkout.

In Metropolitan France, returns via our carrier are free of charge: a prepaid return label is provided for each return.

Dropping off a return in one of our participating boutiques is free of charge, with no limit on the number of returns.

For orders outside France and Monaco, please refer to the table below:

Any parcel returned after the specified deadline will be refused and returned to the sender. The product must be returned in its original packaging, undamaged and unworn, accompanied by all its accessories and its label.

Packages for which the customer's identification (surname, first name, address and order number) cannot be determined will be refused.

For all returns, the proof of shipment stamped by the carrier must be retained. Upon receipt of the returned product, our customer service department will send an email confirming receipt of the product.

• You bought a product in a Fusalp shop: it is only possible to return the product to the shop where you bought it.

• You have purchased a product from a website other than fusalp.com: Your item must be returned to the website in question. In this case, please contact the customer service department of the website in question.

• If you are already a customer: check that your password is the same as the one you entered when you created your account.

• If you are not yet a customer on our website: you must create an account in the ‘My Account’ area by entering your e-mail address and a password.