faq

General Questions 
> Where can I purchase Salomon products?

Salomon products are available:

 

• At Salomon resellers and stores throughout the world. For a list of approved Salomon resellers in your area, click here.


• In Salomon brand stores. To find your nearest Salomon store, see the list here.


• Online at Salomon.com:


For Salomon alpine Ski sales, click here.

For Salomon nordic Ski sales, click here.

For Salomon trail running sales, click here.

For Salomon hiking sales, click here.

For Salomon mountain life sales, click here.

> I just purchased a Salomon product, how can I be sure it's genuine?

Buying a Salomon product from an approved reseller, a Salomon store or online at salomon.com means you can be sure your product is genuine and is covered by the Salomon warranty.

> How can I contact Salomon if I have a question?

If the FAQ has not answered your question, please get in touch with us via the contact form.

Product Support 
> How can I get replacement parts for products I bought at salomon.com (quicklace laces, ski brakes etc)?

To obtain replacement parts for Salomon products, please get in touch with customer services using the relevant contact form.

> How can I get replacement parts for products I bought from an approved reseller (quicklace laces, ski brakes etc)?

To obtain replacement parts for Salomon products, please get in touch with an approved Salmon reseller, as listed here.

> How do I replace quicklace laces?

You can download the procedure for replacing quicklaces here.

> What products can I buy online at salomon.com?

Selected products are available online.

To see more details, click on the following categories:

Trail Running

Hiking

Mountain life

Alpine Skiing

Nordic skiing

My Order 
> What payment methods can I use to pay for my salomon.com order?

At salomon.com, you can pay by credit card (Carte Bleue, Visa or Mastercard), PayPal or Bank Tranfer.

Please note that your Bank can apply additional fees due to the international bank transfer payment.

> When will my card be charged?

Your card will be charged after your order has been shipped.

> How can I be sure that online payments made on your site are secure?

A fully secure payment service is provided by Société Générale and Ogone.

> How can I contact Salomon if I have a question?

If the help page has not answered your question, please get in touch with us via the contact form.

Delivery and Returns 
> Where are goods sent from?

All goods are sent from our logistics hub in Belgium.

> Which delivery service will deliver my order?
UPS is currently our delivery partner for standard and express deliveries
> Can I have my order sent to another person or to an address other than my billing address?

Yes, the order will be sent to the person and the address you give in the delivery address field. You can associate multiple addresses with your account and have separate delivery and billing addresses.

> What regions do you deliver to, and what are the delivery times?

Online sales are available in UK only. Subject to that, we deliver to all regions by both standard and express delivery. We use our best endeavors to deliver your order within 3 working days (standard delivery) at the lastest.

Standard 3-day delivery (for products available in 1/3 days as mentioned on the product page) – free shipping. Your order will be delivered by UPS Standard in 3 working days.

Standard 6-8 day delivery (for products available in 6/8 days as mentioned on the product page) – free shipping. Your order will be delivered by UPS Standard in 6/8 working days. If your order contains products available from both delivery times, then the whole order will be sent within 8 days.

Express 24-hour delivery – £ 10. If you want your products shipped express, you can select express delivery when submitting your order. Your order will be delivered within 1 day.

Deliveries are made Monday to Friday. Orders received before 3pm (GMT +1) will be processed the same day.

> Can I change my delivery address after submitting my order?

We use our best endeavors to deliver your products as quickly as possible. Our procedures do not enable us to change your delivery address or your order once you have submitted it.

> Can I have my order delivered to a pick-up point?

At this time we deliver to personal addresses only.

> How can I check that my order has shipped?

When you order leaves our warehouse, you will be informed immediately by email. You can also track your order from your account at www.salomon.com.

> How do I use the tracking number?

By using the tracking number you can find out the delivery status of your order from the delivery service. You can find the number by signing in to your account and going to "Your orders", then selecting the relevant order and clicking on "Track my order" on the order information tab.

Click "Track parcel" in the new window that opens, and you will be redirected to the delivery service's website.

> What happens if I am out when the delivery service calls?

If you are out when the delivery service calls, they will leave a delivery card in your letterbox. You can then contact them to arrange a convenient redelivery time.

> How can I contact Salomon if I have a question?

If the help page has not answered your question, please get in touch with us via the contact form.

> There seems to be a fault with my product, what is the procedure?

If you think there is a fault with your product which you purchased on salomon.com, please contact our customer service team and be prepared to share photos of the product and defect.
If it is a qualified warranty case, a customer service agent will organise a free pick up for the goods to be returned.
Before the pickup, please fill out the return form and make sure this is enclosed within the parcel when returned.
Once the parcel has been received and treated by our returns department, you will be refunded for the total cost of the product.
If you would like a replacement, please reorder on www.salomon.com

> How do I return my product?

The safety of the return is on your own responsibility (under the right of withdrawal or for after-sales service). In order for your return to be dealt with as quickly as possible we advise you:

1) To fill out the returns form as fully and accurately as possible (if you no longer have it you can download it here) and send it with your product.

2) To pack your product carefully (if you have kept the original packaging, you can reuse it). The parcel must be properly sealed and labeled.

Products must be returned to the following address:

PFS Web / Salomon, 5 rue Louis Blériot, 4460 Grâce-Hollogne, Belgium

3) Return your parcel to our warehouse via the postal service .

4) We will inform you when we have received your parcel.

> For returns under the withdrawal period, who pays the shipping costs?

If you are returning goods because the product is damaged or is not the product you ordered, Salomon will pay the shipping costs. In this case, please contact our customer care service through the contact form or the live chat. The live chat is open Monday to Friday 9am to 6pm.

In other cases, we will offer you a credit note to be used at www.salomon.com or a refund, and the shipping costs for the return will be your responsibility. Our customer care service is available to help you exchange or return your product. The live chat is open Monday to Friday 9am to 6pm.

> How can I get replacement parts for my products (quicklace laces, ski brakes etc)?

To obtain replacement parts for Salomon products, please get in touch with customer services using the relevant contact form.

Warranty and after-sales service 
> What are the terms of the warranty on Salomon products?

You can read Salomon's warranty policy at salomon.com under "warranty" or by clicking here.

> How can I find out if my Salomon product is covered by the warranty?

To find out whether your product is covered by the warranty, please see under "warranty" at salomon.com or click here.

> If I bought my product at salomon.com, how do I return it to after-sales service?

Please see the Deliveries and Returns section.

> I bought my product from a Salomon reseller, how do I return it to after-sales service?

To return a product which is covered by the Salomon warranty, please return it to an approved Salomon reseller, as listed here.

> How do you define "normal usage"?

Normal usage of a product is usage in accordance with the instructions given in the user manual supplied with the product. If you have lost your manual you can download a copy here.

> How can I contact Salomon if I have a question?

If the FAQ has not answered your question, please get in touch with us via the contact form.

Purchases from resellers 
> There seems to be a fault with my product, what is the procedure?

Wherever you live, to return a product which is covered by the Salomon warranty please return it to your nearest approved Salomon reseller. You will find a list of resellers here.

> How long will after-sales service take to repair my product?

The time taken may vary depending on the time of year the nature of the repair and the product type. The reseller will give you details.

> How can I contact Salomon if I have a question?

If the FAQ has not answered your question, please get in touch with us via the contact form.

Our commitments

  • DISCUSS WITH A
    PRODUCT EXPERT

    Our product experts are available to help you find the product that best fits your needs and to answer all your questions from Monday to Friday, 9 am - 6 pm.
    we would like to inform you that the 24th of September the phone lines are exceptionnaly closed. We apologize for the inconvenience and invite you to contact us again after this date or via the contact form. Thank you



    Salomon product expert

    Contact Us

    You also can contact an expert by phone at 0044 2070783528 (free call whithin France, Germany, Spain)

  • SATISFIED OR YOUR MONEY BACK !

    If you are not satisfied with your purchase on www.salomon.com, simply return the affected items within 14 days of delivery. We will reimburse the cost of your items (not the return shipping costs). The items must be returned within the stated period, and must be intact and complete. They must not have been used (or washed or worn) and must be in their original packaging in good condition. If you are returning goods because the product is damaged or is not the product you ordered, please contact customer services for a refund of your shipping costs, on +44 2070783528 from 9 am to 6 pm, Monday to Friday.



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  • FREE DELIVERY SHIPPING On salomon.com, standard delivery is free for all orders.

    For products available in 1/3 days

    All orders placed before 3 p.m will be delivered by UPS free of charge within 3 working days.

    For products available in 6/8 days

    All orders placed before 3 p.m will be delivered by UPS free of charge within 8 working days.

    If your order contains products available from both delivery times, then the whole order will be sent within 8 days.

    On salomon.com, standard delivery is free for all orders.

    For products available in 1/3 days

    All orders placed before 3 p.m will be delivered by DHL free of charge within 3 working days.

    For products available in 6/8 days

    All orders placed before 3 p.m will be delivered by DHL free of charge within 8 working days.

    If your order contains products available from both delivery times, then the whole order will be sent within 8 days.

    WOULD YOU LIKE A FASTER DELIVERY?

    Choose 24-hour express delivery - £10

    If you would like to receive your delivery faster, you can choose express delivery at the checkout before confirming your order. All orders placed before 3 pm will be delivered by UPS the following day (24 hours).

    WOULD YOU LIKE A FASTER DELIVERY?

    Choose 24-hour express delivery - £10

    If you would like to receive your delivery faster, you can choose express delivery at the checkout before confirming your order. All orders placed before 3 pm will be delivered by UPS the following day (24 hours).

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  • SALOMON QUALITY WARRANTY

    All our products are covered by the following quality warranties :

    3 Yrs

    pour les pantalons et vestes de ski

    2 Yrs

    for other products

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