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Frequently Asked Questions
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Our Frequently Asked Questions


Any questions?

Before reaching out to us, check out our Frequently Asked Questions, you'll probably find the answer you're looking for!
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Contents
shipping
Order preparation and shipping time

Our preparation times

Our shipping methods

Track my order

shipping
Our stores

Contact our stores

Our services

Trying on/returns/tax removal, etc...
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Customer account / Other

Open and track a warranty claim

Find some documents

My loyalty program

Refer a friend

Other

Promotional code, payment methods, what to if there is a problem?
Manage your order
Annuler sa commande
To cancel your order before it is dispatched, you must contact our customer service team, ideally by calling 0820 420 374 (0,15€/min) for instant processing of your request, or alternatively via the Chat, or by filling out the contact form.

The refund will be issued within approximately 48 hours.

However, if your order has already been dispatched and is on its way to you, you should refuse the delivery, or submit a return request on your personal account (once you have received your order).
Edit your order
To edit your order before is it dispatched, please contact our customer service team either by phone, on 0820 420 374 (0,15€/min), or by Chat, or by filling in the contact form.

Our advisors will make the necessary changes directly with you.
Order preparation and shipping time
Our order preparation times
All orders are dispatched on the same day (Monday to Friday) if they are placed before 11 a.m. (or 2 p.m. with Express).

If your order status remains as 'in preparation', please do not hesitate to contact us, and we will explain to you the reason for this and will take the necessary steps to send off your order as quickly as possible.
Our delivery methods and times
We work with different couriers and shipping companies, so the delivery timeframe and fees vary depending on the company:
https://www.snowleader.com/en/delivery-returns-vat-snowleader#delivery.
Track my order
LWhen your order is dispatched, you will receive an email with the tracking number, which will allow you to follow the progress of your order until it is delivered.

You can also find this tracking number in your online customer account by clicking on the relevant order.
Returns and refunds
Our return conditions
The return request must be made within 30 days from the date you received your order.
We do not offer exchanges - you just need to return the item and receive a refund.
The product must be unused, in its original packaging and returned with the original labels.
The return shipping costs are €3.99, and will be deducted from your refund.

We do not accept:
- Personalised products, drilled and mounted skis, skins that have been cut to the size of a ski, thermoformed shoes etc...;
- Perishable goods and/or unsealed, such as food;
- Suncare and cleaning products for hygiene, health and safety reasons;
- Underwear.

Please consult our dedicated page for more information: https://www.snowleader.com/en/delivery-returns-vat-snowleader.
The process
Log in to your customer account, onto the "My orders" tab, then find the relevant order and click on "Return a product".

After a few moments you will receive an email containing the Colissimo return postage label and the return form, which both need to be printed out.
Remember to check your junk mail!

Put the form into the parcel and stick the postage label over the old one in order to avoid any confusion.

You can drop your parcel off at a post office or a collection point. If it fits into your letter box, your postman can pick it up from there directly. For more information, please visit the La Poste website: https://www.laposte.fr/particulier/retourbal/formulaire.

If you are returning Skis or a large package, you will have to go to a collection point.
Methods of refund
The refund will be issued via the payment method that was used to place the order, within 14 working days after the date we received your package in our depot.

Remember to check on the La Poste website to see if your package has been delivered. All you have to do is copy the number below the bar code.

If you payed in multiple installments...:
- and you return the entirety of your order, you will receive the refund for the amount that you have already paid.
- and you only return part of your order, then the monthly payments will be recalculated.
Advice and product availability
Get advice
Our Rebloch'Experts team will be delighted to answer all your questions regarding our products' sizes, models, availability and use.

Do not hesitate to contact us on 0820 420 374 (0,15€/min), or via our online chat, or our contact form by choosing "advice and product availability".
Product availability
All the products that are available are online. If you cannot find a product, it means it is out of stock. Unfortunately, we cannot provide you with information regarding restocking.
Mounting bindings: things to remember
If you order ski packs with bindings, we need to know your boot length (mm), which can be found on the heel or sole of the boot. This information is needed in order to be able to correctly center the binding on the ski and fit it to the boot.

Most of the bindings have a margin of adjustment if you change your boot size for instance.

If you go for a "Race" ski touring binding, it isimperative that we have your boot, as it requires drilling is down to the exact millimetre.

If you have any question regarding bindings, feel free to contact our Rebloch'Experts!
Equipment rental and maintenance
Unfortunately, we do not offer any equipment rental or maintenance services.
Our stores
Contact our shops
We have three shops in Lyon, Chamonix and Annecy.

You can find their opening times, address and services on our Stores page: https://www.snowleader.com/en/shops-snowleader.

You cannot contact them directly, but our Customer Service team is available to answer any of your questions.
In-store services
In our shops you can:

- Try on products, ask for the provision of more products:
just ask the Customer Service for a product transfer (3 products max.)
You will be notified by SMS once the products are available (within 2 to 4 days). However, this service does not reserve the products, which will still be available to buy.

- Return a product:
You can drop off your products directly in one of our shops. No return fee will apply and refund time remains the same (14 days max.).

- Get a tax exemption:
For non-EU customers, it is possible to get a tax exemption.
Our sales assistants and Customers Service are here to explain the terms and conditions.

- Enquire about boot fitting and thermoforming:
Contact our Customer Service team or ask our sales assistants for more information on these services or their price.
Customer account / Other
Make a warranty claim on a product
You have a 2-year guarantee when you buy a product.
You can contact us using our form, making sure to choose "Warranty claim" as the 'request type'.
An email detailing the procedure will be sent to you immediately.
We will inform you of the brand's conclusions which will determine whether the next step will be an exchange, issuing a credit note, or a repair.
Downloading documents
From your customer account, you can consult and download the following documents:

- Invoice:
From the "My orders" tab, select the relevant order and click on the printer button.

- Returns documents:
Log into your customer account and go to the "My orders" tab, then select the relevant order and click on "Return a product".
The generated documents are available to download.

- Insurance:
In the "My insurance" tab, click on "Download" to obtain your certificate of insurance in PDF format.
You can also insure another person, or renew your own insurance.

If you have any problem, please do not hesitate to contact our Customer Service team who can help you out and point you in the right direction.
My customer loyalty programme
Go to "My account" and then click the "My advantages" tab and you can find all the information regarding your loyalty status (points, status, credit, gift vouchers).

You can also consult our page about the Snowleader Moutain Club.
Refer-a-friend programme
Refer-a-friend is a way for Snowleader customers to invite friends to create a customer account and place an order, from which you will receive a reward in the form of a gift voucher.

The customer can invite as many friends as they like. With every first order that a referred person makes, the referring customer will receive a €10 gift voucher code 30 days after the order in question was placed. This code is redeemable on purchases over €50, and only on the referring customer's account, within 4 months after having received the code.

After the invitation from the referring customer, the referred friend will receive a €10 gift voucher. This code is redeemable on purchases over €50, and only on the referring customer's account, within 4 months after having received the code.
Payment method
We accept payments with credit card, Paypal or bank transfer.
We do not accept any gift vouchers other than those issued by Snowleader.

You can pay in 4 installments (fee-free) or by credit card via ONEY (3 or 4 installments with fees).
The ONEY payment system enables you to pay for orders of €100 to €4,000 with a French credit card that is valid for at least the duration of the payment period (except Maestro, Electron and American Express). You must be resident in France and have your products delivered to a French address.
Promotional code
Certain items are not subject to promotional offers. This will be stated in italics under the product price. If the code does not work, it is likely that a promo code cannot be applied to this product.
What do I do if there is a problem with my package or product?
Please do not hesitate to contact us - our Customer Service team will do everything they can to solve the problem as quickly as possible.