Frequently Asked Questions

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

How is the thermal performance of Fusalp products calculated?

Each product with a thermal performance indicator on its product sheet is laboratory tested to provide an indication of its comfort temperature. For the jackets concerned, the tests are carried out with a thermal T-shirt and a fleece. The temperature indicated corresponds to the temperature at which the testers felt neither excessive heat nor cold. However, this may vary according to the intensity of the activity and the individual's metabolism.

Translated with DeepL.com (free version)

How I can return my order from France?

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 (not currently available)
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
5.CHOOSE YOUR 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 SHOP
A pre-paid returns label will be generated as soon as your returns request has been validated. Don't forget to include the returns slip in your parcel, and you can now drop your parcel off at the post office of your choice.

*Returns times are extended to 05/01/25 for orders placed between 15 Nov. and 24 Dec. 2024.

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

To return products ordered from outside France, please go to the bottom of the page. go to the “help and services” section. 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.

Return delivery times are extended to 05/01/25 for orders placed between Nov. 15 and Dec. 24, 2024.

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.

How do I care for my Fusalp products?

Care instructions can be found in the “composition and care” category of the product data sheets on our website, as well as on the labels inside all our products.

The care of your products is essential to ensure that they last as long as possible. Failure to comply with these care instructions will result in your product becoming defective and out of warranty.

You can consult our care instructions to find out how to care for each of the materials used in our products.

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.

Does Fusalp still make fur?

Fusalp has decided to abandon animal fur for obvious reasons of ethics, responsibility and sustainable development. We work closely with our Research & Development department to develop ever more technical, innovative and responsible materials. The use of faux fur is no longer a gamble, but a reality. We source high quality materials in terms of both warmth and texture.

Where do Fusalp products come from?

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.

AGEC Law

Fusalp is committed to complying with measures relating to the Anti-Waste for a Circular Economy Act (AGEC). In line with this regulation, we have included detailed information on the product sheets of our website, to enable you to make informed and responsible choices. Each product sheet now includes clear information on the composition, origin and sorting instructions of the items. We also strive to minimise our environmental impact by optimising our production processes and striving to use sustainable materials in order to be transparent about the environmental impact of your purchases.

Corporate Social Responsability policy

Fusalp has implemented a number of measures to improve its ecological impact:

Some of the textiles we use are totally or partially recycled. Although the percentage is currently marginal, this is a short-term priority.

We have stopped using real rabbit, fox and racoon fur.

Our feather and down products are RDS® - Responsible Down Standard certified. This is a global certification standard that aims to ensure the humane treatment of animals and the traceability of feathers and down in the supply chain. It is managed by an independent certification body and has been developed with input from animal rights groups, industry experts, brands and retailers.

We are working towards switching to the use of RWS® - Responsible Wool Standard - from the Autumn Winter 2022 collection. This is a global certification standard that aims to ensure the welfare of sheep in wool production and the traceability of wool in the supply chain. It is steered by an independent certification body and has been developed with input from animal rights groups, industry experts, brands and retailers.

We have opened a storage point in Asia in order to reduce the transport of certain items, and we prefer to transport as many items as possible by train (the most environmentally-friendly option).

We are reducing our plastic packaging as much as possible, which is now 100% recyclable.

All our packaging and publishing documents are made from wood fibre certified by the FSC® - Forest Stewardship Council. This is a non-governmental organisation whose mission is to create and promote an independent and effective forest certification system. Created on the initiative of a group of companies, environmental associations and representatives of social rights, the mission of this independent organisation is to ensure, through regular monitoring of certified forests and companies, the application of responsible forest management and conservation standards.

What rights do I have regarding this data?

Your data is processed by Créations Fusalp to manage and optimise our customer relations, for statistical, analysis and satisfaction survey purposes and, if you consent, to send you communications about our products, services and events. You have the right to access, rectify, delete, limit, oppose the processing and portability of your personal data.

You can exercise your rights directly in the ‘My preferences’ section of your customer account, by logging in to access, correct or modify your personal data. You can also make a request by e-mail: eshop@fusalp.com, via our contact form or by post to the following address: Créations Fusalp SA -114 avenue de France BP 840 - 74016 Annecy Cedex - France.

With who is the data collected shared?

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.

Why do you use personal data?

When you register on our website, we collect your personal information (such as your personal data, e-mail address, gender) via the registration form in order to offer you the services accessible in the restricted areas of fusalp.com and to send you our Newsletter, when you request it.

Your personal information is essential for the processing and delivery of your orders. The ordering process on the fusalp.com site can be carried out as a guest or by creating a customer account in which your information is stored and protected by a password chosen by you.

France - What is the repair bonus?

True to its ethical commitments, Maison Fusalp has undertaken the labeling of its repair workshop to enable its customers to benefit, for non-warranty repairs, from the repair bonus introduced by the government on November 7, 2023.

This is a financial aid granted, in the form of an immediate discount, to French citizens, in order to have their clothing and footwear repaired by labeled workshops. The Repair Bonus is deducted from the cost of the repair proposed by Fusalp.

As part of this commitment, Fusalp works in collaboration with Re_Fashion, a government-approved eco-organization for the textile sector, which supports us in our eco-design and end-of-life management of clothing textiles and footwear, in particular by supporting repair and re-use.

USA - What should I do if I have a quality problem with one of my products?

In the USA, you can take your defective products to one of our 3 boutiques: New-York, Vail and Aspen. The store will handle your request and forward it to our After Sales Service.

If you are not near the store where you bought your products, please send your request via our contact form.

What do I do if I want to have a product retouched?

If your item requires alterations, please contact your nearest Fusalp store. Most of our boutiques work with a certified alteration/repair workshop. Don't hesitate to contact the store beforehand to make sure it's possible.

How do I create and use a wishlist?

The wishlist allows you to save your items directly in your customer account. You will therefore be able to find your favourite items directly in your customer account at any time.

To create a wishlist, you need to have a customer account on the Fusalp website.

You can add an item to your wishlist from a product sheet: Simply click on the ‘Add to my wishlist’ icon directly on the product sheet you wish to save.

To view your wishlist, click on the ‘heart’ icon at the top of the page. This will allow you to view all your favourite products and add them to your basket.

Is it possible to pay by vouchers and/or gift cards?

Vous pouvez régler votre commande en avoir et/ou en carte-cadeau. Pour utiliser votre avoir et/ou votre carte-cadeau :

Sélectionnez les articles souhaités dans votre panier.
Renseignez le numéro de votre avoir/carte-cadeau dans l’espace “Code promotionnel et carte-cadeau.”
La réduction s’applique automatiquement sur votre panier.

Dans le cas où le montant de votre commande serait supérieur au montant de l’avoir/carte cadeau, il vous sera demandé de régler le reste de la commande.

Dans le cas où le montant de votre commande serait inférieur au montant de l’avoir/carte cadeau, le montant restant sera toujours disponible sur votre carte-cadeau/avoir (avec le même code).

What is Fusalp's policy on repairs?

Fusalp makes every effort to offer its customers a repair solution when a product is damaged. A repair workshop exists at our Fusalp premises in Annecy, in which a team trained and accustomed to products for many years works on these issues. Damaged products are therefore supervised by this team, with a view to proposing repairs wherever possible.

Fusalp has also been working on the qualification of a number of local partner workshops over the years, in order to offer repair solutions as close as possible to our stores, in the interests of the environment as well as saving time for our customers.

Are Fusalp products guaranteed?

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).

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).

I have received my order and it contains one or more faulty products.

If you notice a quality problem with one of your products within 30 days of receiving your order, you can return it free of charge. We invite you to contact our Repair Department via our contact form.

You will receive a reply within 48 hours of submitting your request.

Is my Fusalp piece authentic?

To combat counterfeiting and copying, each Fusalp item has an identification number. This number makes it possible to authenticate your part. The parts available on our website, in our network of shops and certified retailers are authenticated.

Fusalp declines all responsibility for parts affiliated with the Fusalp name that do not have this authentication number.

In case of doubt, we invite you to contact customer service via chat, the contact form available in the ‘Contact us’ tab or by phone at +33 4 85 21 31 78.

When will the new Fusalp collection be online?

If you'd like to be the first to hear about the new collections, we invite you to sign up for our newsletter.

How do I choose the size of my Fusalp piece?

To help you choose the right size for your needs, an interactive size guide is available next to each product. Simply click on the ‘choose my size’ tab and follow the steps in the guide.

If, however, you need further information or personalised advice about the size of a particular piece, we invite you to contact our customer service team via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78. Our team will respond to your request within 48 working hours.

How do I check the availability of an item in shop?

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 wish to order the part, you can contact the shop directly.

Will you receive a product that is no longer in stock?

As Fusalp parts are produced in limited quantities, it is possible that they are supplied in limited quantities. However, when a part is out of stock, we cannot inform you of the exact date when it will be available again.

We invite you to subscribe to the availability alert on the product page. You can click on the ‘be alerted’ button and enter your e-mail address. Please note that some sizes are regularly back in stock.

You can also subscribe to our newsletter to be the first to know about all the new Fusalp products.

Is online payment secure?

The security of your payments is our priority. All transactions carried out on fusalp.com are secure.

Your credit card details are encrypted using the SSL (Secure Socket Layer) protocol set up by Adyen and are never sent unencrypted over the network. This encryption enables us to ensure a high level of security for your transactions.

The address starting with https, the closed padlock in the top right-hand corner of your browser or the key at the bottom of your browser are elements that allow you to check that you are in a secure zone. Payment is made directly to the bank. fusalp.com has no access whatsoever to these details. Your data does not pass through the www.fusalp.com website, so only the bank has access to this information.

What should I do if I can't make my payment?

If you have any problems making your payment, please check this information:

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).

If you are still unable to complete your order, please 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.

What happens if my payment is refused?

If your payment is refused, you will receive a payment cancellation e-mail. You will not be debited for this payment. You will then be able to place a new order.

If, however, you have been mistakenly debited, 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. Our team will respond to your request within 48 working hours.

Is it possible to pay in multiples times?

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.

What is the ‘Buy by phone’ option?

You can place an internet order by calling one of our advisers by pressing the ‘Buy by phone’ button on your product page. The advisor will then be able to help you create your basket and give you valuable advice.

What methods of payment are accepted?

You can order by credit card and pay with complete peace of mind. All transactions carried out on the fusalp.com site are secured by the Adyen payment system or by PayPal.

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

Payment by credit card is therefore perfectly secure (SSL). Your order will be recorded and validated as soon as the bank accepts your payment.

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.

By choosing to pay via PayPal, you will automatically be directed to your PayPal account. Once the PayPal payment has been validated, you can complete your order on the Website. Your PayPal account will be debited immediately after final validation of the order. This system does not generate any additional charges at the time of payment.

What is your policy on customs charges?

Customs duties are included in the price when you finalise your basket. The carrier will not ask you to pay the customs fees afterwards. This information also applies to returns.

For more information on Fusalp's customs policy, please click on this link.

What is your tax policy?

Taxes are included in the price when you finalise your basket. The carrier will not ask you to pay the taxes afterwards. This information also applies to returns.

For more information on Fusalp's customs policy, please click here

Do you allow tax refunds?

Tax refunds are not available for online purchases on the Fusalp.com website.

Only items purchased in a Fusalp boutique can be tax refunded.

I can't apply my promotional code

If the promotional code does not apply :

Check the spelling, taking care to respect the size of all the characters (lower case, upper case, numbers)
Check the eligibility date of your promotional code (a promotional code can only be used once).
If, despite everything, your promotional code does not apply when you check your order. We invite you to contact customer service via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

How do I use my voucher code?

Each promotional code is associated with a special Fusalp offer. Each code can only be used on the fusalp.com website, except if it was provided by one of our boutiques.

If the code was provided by one of our Fusalp shops, it can only be used in our network of shops and not on the Fusalp.com website.

To use your promotional code, simply fill in the ‘Discount code or gift card’ field when validating your basket. The promotional code will be applied immediately after you have clicked on the ‘VALIDATE’ button.

For credit notes, simply fill in the ‘Discount code or gift card’ field when validating your basket. The voucher will be applied immediately after you click on the ‘VALIDATE’ button.

How do I unsubscribe from the newsletter?

If you wish to unsubscribe from the newsletter, please go to your customer account in the ‘My preferences’ section. Then uncheck the ‘receive newsletter’ box.

You can also unsubscribe by clicking on the link at the bottom of all Fusalp newsletters.

If, despite unsubscribing, you continue to receive Fusalp emails, we invite you to contact customer service via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

Why receive the Fusalp newsletter?

To keep up to date with all the Fusalp news, you can subscribe to the newsletter directly at the bottom of our website.

The Fusalp newsletter will inform you about new collections, lookbooks to complete your style, Fusalp events and exceptional offers.

I have received my order but one of the items does not correspond to my order.

If some products do not correspond to those ordered, we apologise for this error. We invite you to contact our customer service as soon as possible via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

How do I collect my order using the in-store collection method?

As your order is registered in your name, you can go directly to the shop as soon as it has informed you that your order has arrived. You will need to bring your identity card, which corresponds to the name of the person who placed the order.

My order is considered to have been delivered on the carrier's website, but I haven't received it.

Before starting any procedure, please make sure that a member of your family or someone close to you (neighbour, caretaker) has not received your parcel in your place.

If you have been away for more than 7 days, it is possible that the parcel will be returned to us after the conversion period at your post office has expired. Your tracking will then say ‘Parcel returned to sender’.

If, despite this, you are still unable to trace your parcel, please 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.

My delivery address is incorrect. How can I change it?

If your delivery address is incorrect, you can change it in the ‘information’ tab of your customer account before placing your order.

If you have already placed an order and your delivery address is not correct, we invite you to contact our customer service via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

What happens if you are absent when your order is delivered?

If you are absent when your parcel is delivered, the carrier will leave a delivery notice in your letterbox specifying the day and time of the delivery and the address where you can collect your parcel. You will need to go to the address indicated, taking the delivery notice and your ID with you.

The carrier may also decide to make a re-delivery. In this case, you will be notified by e-mail of the re-delivery.

How long will it take for my order to be processed?

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

Once the order has left our warehouse, it will be delivered to you within :

1 to 5 working days* for mainland France, depending on the delivery option chosen,
3 to 5 working days* for the EU
5 to 10 working days for orders outside the EU (average delivery time depending on the destination and availability of the item).
*This delivery time may be longer during busy periods such as sales and the festive season.

How can I track the delivery of my order?

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.

If you have any questions about the delivery of your order, please contact customer services via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

What are the delivery charges?

AREAS	CLICK AND COLLECT	FREE THRESHOLD	EXPRESS DELIVERY
France	Free	Gratuit Colissimo	7.00 EUR (Chronopost)
United States	Free	400 USD	9.90 USD (DHL)
United Kingdom	Free	300GBP	9.90 GBP (DHL)
Germany		250 EUR	9.90 EUR (DHL)
Belgium	Free	250 EUR	9.90 EUR (DHL)
Spain	Free	250 EUR	9.90 EUR (DHL)
Netherlands		250 EUR	9.90 EUR (DHL)
Switzerland	Free	350 CHF	9.90 CHF (DHL)
Sweden	Free	2900 SEK	120 SEK (DHL)
Norway	Free	2900 NOK	115 NOK (DHL)
Australia		500 AUD	17 AUD (DHL)
Rest Of Europe		250 EUR	9.90 EUR* (DHL)
Rest Of the World		250 EUR	10 EUR* (DHL)

*Prices are subject to exchange rates.

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

What delivery methods are available?

We use several carriers to ensure delivery of your order within 48 working hours.

For deliveries to France, we use La Poste's Colissimo and Chronopost services.

There are several delivery options available to you:

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

For deliveries outside France, we use the DHL transport service.

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.

What should I do if I haven't received my order confirmation email?

If you have not received an e-mail confirming your order, please check your spam folder. If, despite these checks, the e-mail is not in your mailbox, please contact our customer service department. You can use the chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

Can I request gift wrapping for my order?

When you place your order, you can select the option ‘I would like my order to be gift-wrapped’, which is offered to you at the delivery choice stage.

Can I order without creating an account?

Yes, if you wish to place your order as a guest, you can leave the account creation fields blank. However, your first name, surname and e-mail address are still required in order to place an order.

If you wish to view all your orders and returns, creating your account will allow you to view this information.

How can I order by phone?

Fusalp makes it possible for you to order by telephone under each addition to the basket.

Please note: this method of purchase involves giving your bank details over the telephone to one of our advisers. Your bank details will remain secure and confidential within our SSL payment system.

I can't place an order, what should I do?

If you encounter any difficulties when placing an order on the Fusalp website, please check the following information:

Check that your e-mail address is valid.
Check that your password is valid.
You can try placing your order using another browser. (Google chrome, Safari, Firefox)
You can try placing your order on another device. (computer, mobile, tablet)
If you still have problems placing your order, please 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.

I want to change or cancel items in my order. Is this possible?

It is possible to change your order within a very limited period of time. To change your order, please contact our customer service team as soon as possible after placing your order. You can use the chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

How can I obtain the invoice for my Fusalp order?

If you are an existing customer: You can view and print your invoice in the ‘My orders’ tab of your Fusalp customer account.

If you are not yet a customer on our website: You can contact our customer service via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.

You can also create a customer account to access information about your Fusalp orders.

I can't log in to my account / I've forgotten my password.

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 have forgotten your password, you can go to the ‘Login’ page and click on the ‘Forgot your password’ link. You will receive an e-mail with a link to reset your password. If you have not received the e-mail, please check your spam folder.

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.

How can I change my personal details in my customer account?

To change your personal details, please go to the ‘My Account’ tab.

By accessing this area, you will be able to change all your personal information and track your orders.

What do I do if I can't create my fusalp account?

If you encounter any difficulties when creating your Fusalp account, please check the following information:

Check that the desired e-mail address is not already in use.
Check that the desired e-mail address is valid.
Check that the password and the password confirmation are identical.
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You can try creating your account on another device. (computer, mobile, tablet)
If, despite this advice, you are still unable to create your account, please contact Customer Services so that we can deal with your request.

To contact Customer Services, you can use the chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.