Frequently Asked Questions

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

How long does it take to receive my refund?

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.

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 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.

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.

How much does it cost to return a Fusalp product?

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:

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	Free

For Canada and the UK ONLY :

For any returned order, you will receive a full refund of the taxes paid at the time of purchase, in addition to the price of the returned items.

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?

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.

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.