Frequently Asked Questions

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

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.

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.
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.

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 Free

 
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.

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.
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.