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We strive to make our website accessible and enjoyable for all users, however if there is informations you cannot easily access, please call a Salomon customer service agent at customer-phone-number or contact us through the contact form
Tips

Find the products and all the advice you need for your sports activity

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 : +47 81503753



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: +47 81503753. 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)?

To obtain replacement parts for Salomon products, please get in touch with an approved Salmon reseller, as listed here. Quicklaces are sold online and can be sent out by the customer service if warranty applies.



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 - 1/4 -day delivery".



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 (+47 81503753) 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 BankTransfer.
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 t 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: +47 81503753



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 p.m. (GMT +1) will be processed the same day (before 11 a.m. for Snowboard, Bindings and Boots). Please note that skis will take an extra 24h to be shipped due to mounting process.

-Standard shipping: 300 NOK

All orders placed and approved before 2 p.m will be delivered by UPS within 3 days (before 11 a.m. for Snowboard, Bindings and Boots).





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

If you are not satisfied with your purchase at www.salomon.com, you can return the affected goods to our warehouse (Germany / Austria) within 14 days of receipt.
If an item is not suitable for you, you can return it and you will receive a full refund (excluding the return shipping cost). To do this, you must use the return process on our online platform within 14 days of receiving the product.
Please use the return form from the package you received and follow the return procedure described there. Note that your return must meet the following conditions:
- The products were not used.
- The products are in their undamaged original packaging. Packages that have been opened carefully are not considered damaged.
Please note that underwear, protective mask, personalized products and ski sets + bindings cannot be returned.
Please complete the online return process properly, then follow the appropriate shipping instructions and enclose the return form with the returned product.

If you return the product by following the Salomon return process, you will receive a full refund within 4 working days of receipt of the returned product in our warehouse.
If you would like further information, please contact our customer service: +47 81503753

For returns from non-EU countries, we ask you to follow the return process below.

If a return does not meet these requirements, the package will be rejected, i.e. it will be kept at customs or returned to the customer.

 1. Use the national post, this is the cheapest and most practical way to send something back to our warehouse
2. Ask the local post to provide you with the CN22 form to fill in (green sticker form). A CN23 form may be asked for returns exceeding € 380

Form CN 22 should be completed as follows:
- Check the box "other".
- Please indicate the quantity
- Detailed description of the content. Please do NOT use general names such as clothing, shoes or sporting goods. It is important that you describe the content in detail and state the amount. For example: a pair of shoes, 1 cotton t-shirt, 1 pair of skis.
- Please provide the value of the content and the currency. The stated value should not be minimized but should correspond to the unit price of the product on the original invoice.
- Please note the following sentence clearly visible and legible on the outside of the package: "Returned Goods - Failed Sale - Regime 61.10". This is mandatory.
- Please date and sign the document.

If the form is not filled out correctly, the parcel cannot be sent and returned to us.

 



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

If there is a fault with your product we will pay for the return. If so, please contact our Customer Service at +47 81503753 and they will help organize a free return to our warehouse. In order to return a product, you will need to complete the return form and list the reason of return as "defective product" in order for it to be accepted as a warranty return.



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 my refund is incorrect?

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



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?

The returns from Norway are not free of charge. They need to be managed completely by the customers, who can choose the shipping carrier they prefer to return the order (or a part of it) to one of our warehouses (Germany or Austria), by following the return instructions provided in the first paragraph of this page (How can I return a product purchased from the Salomon online store?). Consequently, the cost of the return will depend on the shipping carrier chosen and will not be refunded by Salomon. We will only refund the cost of the products returned. In case you received a wrong or defective product, please contact our Customer Service at +47 81503753.



What is the Service Voucher?

Unfortunately, this service is currently not available in your region.