Frequently Asked Questions

Not happy with your item?
You have 14 days after receiving your order to return a product that does not suit you and ask us for an exchange* or a refund.
You can make your return request by logging into your Fusalp customer area and following the steps below:

1.ACCESS YOUR ORDER HISTORY

Go to the ‘My orders’ section

2.CLICK ON THE ORDER CONCERNED AND THEN ‘REQUEST A RETURN’.

3.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.

4.SELECT THE DESIRED OPTION: EXCHANGE OR REFUND
You are invited to choose the resolution of your return:

  • Exchange for a different size
  • Exchange for another product
  • Return for a voucher
  • Receive a refund


5.CHOOSE THE RETURNS METHOD
You can choose to return your goods by courier or drop them off at our shop. In all cases, you must affix the prepaid label to the parcel and the returns form inside.

6.DROP OFF YOUR PARCEL AT A POST OFFICE OR A FUSALP SHOP
A pre-stamped returns label will be generated as soon as your returns request has been validated. Don't forget to add the returns slip to your parcel and you can now drop off your parcel at the post office of your choice.

 
To return products ordered from outside France, please enter your order number and e-mail address and click on the following link: Request a return from outside France

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 click here.
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.
All items available on the Fusalp.com website can be returned according to the return conditions of the country in question.
As soon as you receive your exchange, you have the possibility, just like your initial order, to request a return.

To do this, log in to your Fusalp customer account or click on ‘request a return’ at the bottom of the page.

You will then be able to request the return of your exchange order.
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.

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

 
If the size/colour of a product is not available, it will not be possible to exchange it.

If you are in this situation, we advise you to first return your product. Then place another order for another product.

We invite you to subscribe to the availability alert on the page of the desired product in order to be kept informed of a possible return to stock.
You may not be able to request an exchange if your order was sent outside the euro zone. To make an international return, please click on the ‘Return Request’ link in the ‘Help and Services’ category at the bottom of the page.
To exchange one or more items, the following conditions must be met:

  • You want to exchange a product that doesn't match your size
  • The exchange concerns the same product
  • You wish to make an exchange in France / Monaco / EU (exchanges are not available for orders outside the euro zone*)
Exchanges can be made :

  • In shop when the product has been purchased in shop. In this case, please contact the shop concerned to arrange the exchange.
  • On the website www.fusalp.com when the product has been ordered on the Fusalp website. In this case, we invite you to initiate a return procedure and to specify the exchange request.

* Exchanges are not available for orders outside the euro zone. If you want an exchange and you are outside the euro zone, we invite you to request a refund and then proceed with a new order.
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.
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.
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.