Frequently Asked Questions

Find answers to frequently asked questions: Customer service, after-sales service, returns, refunds, exchanges, payments, refunds, size guide.

How I can return my order from France?

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 an exchange* or a refund.

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

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.

How can I make a return of my order outside of France ?

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.

How can I return my order as a guest ?

For all orders placed as a guest, we invite you to go to the bottom of the page to the ‘Help and Services’ category and then to ‘Returns request’.

You will then be able to declare and receive notification of your return.

Can I return a discounted item?

All items available on the Fusalp.com website can be returned according to the return conditions of the country in question.

Below which delay am I refunded ?

Your refund will be made within a maximum of 14 working days to your original method of payment. You will be notified by e-mail of the processing of your return and the delivery to our workshop.

What should I do if I haven't received my refund?

We process returns and refunds within a maximum of 14 days. It is also possible that the refund will be made on the original date of purchase.

If this 14-day period has passed and no refund has been made, we invite you to contact our customer service department via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

How much does it cost to return a Fusalp product?

In metropolitan France, the first return of your order is free. Subsequent returns, as well as the risks associated with the return of products, are the responsibility of the sender.

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

TERRITORY	RETURNS FEES
United States	Free
United Kingdom	Free
Germany	Free
Belgium	Free
Spain	Free
Netherlands	Free
Switzerland	Free
Sweden	Free
Norway	Free
Australia	Free
Rest of Europe	Free
Rest of the World	10 EUR

Where can I find my returns label?

If you wish to return an item, a pre-stamped returns label will be available on your Fusalp customer account. The returns form summarising the details of your return will also be available to download and sent by email.

What are the criteria for returning a product?

Tout colis retourné après le délai indiqué sera refusé et renvoyé à l'expéditeur. Le produit doit être retourné dans son emballage d'origine, intact et non porté, avec tous ses accessoires et son étiquette.

Les colis pour lesquels il n'est pas possible d'identifier le client (nom, prénom, adresse et numéro de commande) seront refusés.

Is it possible to return a Fusalp product that was not purchased on the fusalp.com website and vice versa?

Depending on your situation, here's how to return your 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.