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How can we help you ?

What should I do if I cannot find the answer to my question here?

If the FAQ has not answered your question, please get in touch with us via the contact form or via phone : +1.833.550.2736



How can I receive the latest information about Salomon and its products?

To receive the latest information, simply subscribe to our newsletter by entering your email address in the appropriate field at the bottom of our home page or by cliking here.



How can I unsubscribe from the Salomon Newsletter?

To unsubscribe from the Newsletter, simply click on the unsubscribe link at the bottom of the Newsletter.



I have bought from or found a site selling counterfeit Salomon products. What should I do?

We work tirelessly to combat any potential sources of fakes, but we are unable to fully prevent the sale of counterfeit products. Please contact us about any fake website or counterfeit products you encounter.



How do I replace goggle lenses?

Select your model from the following list to access the instructions to replace your goggle lens : 
Replace my Aksium lens
Replace my Sense lens
Replace my Juke lens
Replace my Cosmic lens
Replace my X-Max lens
Replace my X-Race lens
Replace my Xview lens
Replace my XT-one lens



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 do I replace quicklace laces?

You can download the procedure for replacing quicklaces here.



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

Quicklaces are sold online and can be sent out by the customer service if warranty applies. To request a replacement, please feel free to contact the customer service through the contact form or phone: +1.833550.2736. All other spare parts should be dealt with by authorized reseller. Contact information of all Salomon authorized dealers is available through the the Dealer Locator.



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

Quicklaces are sold online and can be sent out by the customer service if warranty applies. To request a replacement, please feel free to contact the customer service through the contact form or phone: 1 833 230 0292. All other spare parts should be dealt with by authorized reseller. Contact information of all Salomon authorized dealers is available through the the Dealer Locator.



How will I be notified that an item is back in stock?

If one of our products is out of stock, please click on " Tell me when this product is available" under the price information and enter your email address in the field provided. An email notification will be sent to you when the product is back in stock.



How can I check product delivery times?

This is shown by the words "IN STOCK - DELIVERY 24/72 HOURS".



How to take care of my shoes ?

Salomon shoes are built using the finest materials available. However it is recommended you follow these care instructions for the life of the product: see care instructions



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.



If I purchased my product on salomon.com, how do I return it to after-sales service?

First, you will need to have the product assessed by a customer service agent to determine if your product is eligible for warranty. Please contact customer service via phone (1 833 550 2736) or through the contact form to have your product assessed. (For more information, please see the "Deliveries and Returns" section.)



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.



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

According to our warranty policy, the reseller is responsible for all after-sales services. If you are facing an issue with a reseller, please contact Customer Service.



Can I change my delivery address after submitting my order?

We try our best to deliver your products as quickly as possible. Our system does not enable us to change your delivery address or your order once you have submitted it.



How do I enter a promo code for an online purchase?

When you are ready to make your purchase, go to your basket (or click on the basket button in the upper right corner of the page).
When you are ready to confirm your order, enter your promotional code in the box provided for this purpose. Click on the question "Do you have an offer code?". This will open a box for you to complete. Enter your code, written exactly as you received it.
Please ensure that you do not add any extra spaces before or after the promotional code. This could happen if you copy-paste the code from an email or other electronic communication.
After entering the code, click OK. Once your promotional code is confirmed and accepted, the discount is applied.



Can I change or cancel my order?

To ensure that orders reach our customers as soon as possible, we begin processing them as soon as they are replaced. Once an order is confirmed it is impossible to make any changes or cancellations. As per your right of withdrawal, you may return the items back to our warehouse. 
For more information, please see our 'General Sales Conditions'



How can I be sure that my order has been received?

Once you have placed your order, you will automatically receive an email with a detailed summary of your purchases. 
Please ensure that the email address used to place your order is correct as all information regarding your order will be sent to this address. 
If you haven't received an order confirmation email, please contact our Customer Service. You can also check the status of your order by visiting the Order tracking page.



What payment methods can I use to pay for my order?

At Salomon.com, you can pay by credit card (Visa or Mastercard), PayPal or Bank Transfer.
Please note that if paying via bank transfer your Bank can apply additional fees due to the international bank transfer payment.



When will my card be charged?

The total order value will be charged to your card when your order will be shipped.
A pre-authorization may be placed on your card by your bank or credit card company to ensure you have sufficient funds to complete the purchase.



I am unable to complete my transaction. What should I do?

If your payment is declined, please check that your card number and expiration date are correct. Also check that your bank has not blocked the payment. For security reasons, Customer Support cannot access your bank details, but they are available to give you advice.



Can I request amendments on my invoice?

Your invoice is automatically printed out when your order is dispatched. This includes the invoicing address you provided when placing your order. Please ensure that all information is correct  as it cannot once the order has been placed.



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

A fully secure payment service is provided by Adyen.



Which countries do you deliver to?

Salomon.com sales are only for end customers. 

Orders can only be delivered to countries where the Salomon.com online shop is available. We deliver to the following countries: Austria, Belgium, Denmark, Finland, France (mainland France and Corsica), Germany, Netherland, Norway, Italy, Poland, Spain, Sweden, Switzerland, Czech Republic, United Kingdom and United States. 

Please note that in your country, we do not deliver to the following region : Guernesey, Anguilla, Ascension Island, Bermuda, Bristish Indian Ocean Territory, British Antartic Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Island of Man, Jersey, Montserrat, Pitcairn Islands, Saint Helena, South Georgia and the South Sandwich Islands, Turks and Caicos Islands.

You cannot have an order delivered to a country different from where you placed the order. 



I am still waiting for my order to be delivered. What can I do?

If your delivery is late, please contact our Customer Service: 1.833.550.2736



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.



How can I check that my order has been shipped?

When your 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 new delivery time.



Can I select a delivery address in a country other than where I placed the order?

This is not possible as you cannot have an order delivered to a country different from the country website where you placed the order . To receive your order in France, for example, you must place it on the French site.



Which delivery service will deliver my order?

UPS is currently our delivery partner for Apparel, Bags and packs, Footwear products for standard and express delivery. It is our partner for alpine, nordic, protective and snowboard products for express delivery.

DPD is our partner for alpine, nordic, protective and snowboard products for standard delivery.



What are your delivery times and costs?

Deliveries are made Monday to Friday. Orders received and approved before 2 pm. CET will be processed the same day (before 11 am CET for Ski/Snowboard, Bindings and Boots).
You may choose between standard delivery and express delivery:
- Standard delivery: Free Shipping
Orders placed and approved before 2 pm CET will be delivered by UPS within 3 working days (before 11 am CET for Ski/Snowboard, Bindings and Boots).

 

- Express shipping: 
If you would like to receive your delivery faster, you can choose express delivery at the checkout before confirming your order. 
All orders placed and approved before 2 pm CET (before 11 am CET for Ski/Snowboard, Bindings and Boots) will be delivered by UPS the following day (24 hours).





How can I return an item purchased from the online Salomon shop?

NOTE THAT NO RETURNS ARE ALLOWED FOR VIP CONSUMERS

Use the return form and shipping label that you received with your package and follow the return procedure. Note that VIP consumers must cover the cost of return and will not receive a free return label with their order.
Products being returned must meet the following conditions:
- The products have not been used, 
- The products are returned within 30 days of receipt,
- The products are in their original, undamaged packaging. Packages opened with care are not considered damaged.
Once you have completed the return form, please enclose it with the product you wish to return.
If you return the product in accordance with the Salomon return procedure, Salomon will issue a refund within 2 days of processing the return. Note that depending on your bank's processing time that it could take up to 5 additional business days for this to be reflected in your account.
Please contact our Customer Support for further information if needed: 1.833.550.2736



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

If you believe that there is a fault with your product you can use your free return label included in the order to return the product for a refund. Make sure to fill out the return form and include it in the box. If you are a VIP consumer, please contact our Customer Service in order to set up a return: 1.833.550.2736



What should I do if my refund is incorrect?

If the amount refunded does not match your order, please contact our Customer Service.



Can I exchange an item if it is unsuitable?

Items cannot be exchanged, but may be returned. If the product is returned in accordance with the Salomon return product and meets the refund conditions, you will receive a full refund.



What should I do if I received the wrong item?

If you received an incorrect item, please contact our Customer Support. We will create a free return label so that you can return the item and dispatch your original order as fast as we can.



How much will it cost me to return a product?

If the returning an order or item(s) due to an error on our part or an issue with the product, we can either set up a free return for you or have the return costs fully refunded upon receipt of supporting documentation. Please Contact us for further information. You will be liable for the cost of returns for any other reason, but we will refund you for your order.




When will I receive my refund?

NOTE WE DO NOT ACCEPT RETURNS FROM OUR PRO CUSTOMERS                                                                         Returns are usually processed within 48 hours of receiving the parcel at our warehouse. You should receive your refund within 2 to 5 working days on the same payment method used to purchase your products. Note that, if paying by card, sometimes it can take longer for the funds to appear in your account depending on the bank or credit card company's processing times.


How to become a member of "The Program"?

It's very easy to take advantage of the exclusive benefits available under "The Program"! Simply select the box asking if you would like to join "The Program" when confirming your order on salomon.com. If you are making a purchase in a Salomon store, simply tell the salesperson at the till that you would like to become a member of "The Program."