FREQUENTLY ASKED QUESTIONS

HOW DO I RETURN MY ORDER?

If you’re not completely satisfied with your purchase from salomon.com, you can return the items within 14 days of purchase and we will offer you a full refund, as long as your items are in the following condition:

The items must be unused
The items must be in their original, undamaged packaging (packages opened with care are not considered damaged)

Please note, the cost of returning items will be deducted from your final refund amount. The costs are around 7€ but may vary depending on your location.

Return Process:

Find our Returns section by logging into your personal account and clicking this link. If you ordered as a “guest” you can access the Returns section.
Select the corresponding order and choose the products you want to return. Then follow the prompts.
Attach the return label to the package (you can place it over the original shipping label).
Make a note of the tracking number on your return label.
Take your package to the drop-off point nearest you.

Your refund will be processed within 48 hours from the time your package arrives at our warehouse.

I THINK I PURCHASED A COUNTERFEIT PRODUCT, WHAT SHOULD I DO?

At Salomon we work tirelessly to combat potential sources of counterfeit products, but unfortunately these fraudulent items can circulate all around the world. If you’re concerned you may have bought one of these counterfeit items and you need our confirmation so you can claim a refund from your payment provider, please contact our Customer Support with information on where you purchased the product. Please also include the following:

Photographs of the product (including all labels attached to the product)
A copy of the purchase receipt
The website address where you purchased the item (if you purchased it online)

Please understand that we cannot accept these items for an exchange or refund as the counterfeit items were not purchased from our company.

PRODUCT SUPPORT

HOW CAN I TELL IF MY PRODUCT IS AUTHENTIC?

When you purchase a product online from salomon.com, from one of our official stores or from an authorised retail partner, you are ensuring that your purchased products are authentic and covered by our Salomon warranty.

HOW DO I REPLACE MY QUICKLACE™ LACES?

Simply purchase our replacement Quicklace™ Kit here and follow our step-by-step instructions here

HOW DO I GET A REPLACEMENT PART FOR MY PRODUCT (QUICKLACE™ LACES, SKI BRAKES, ETC.)?

https://www.salomon.com/contact

FOR ITEMS PURCHASED ON SALOMON.COM:

Some parts of our products can be replaced. If your product is still covered under our warranty, our Customer Support team is here to help find the best solution for you.
When you contact us please include the following details:
Photos of the product (including all labels attached to the product)
A copy of the purchase receipt

FOR ITEMS PURCHASED FROM A RETAILER:

If you purchased your product from an authorised retail partner, please get in touch with them directly as they are best able to help you.

WHAT DO I DO IF THE PRODUCT I’M LOOKING FOR IS SOLD OUT?

You can sign up for a “Back in Stock” email that will notify you when your product or size is available again. Simply click on “Notify Me” on the product page and follow the prompts.

However, due to the popularity of some products, they may not stay in stock for long. For the best chance of getting the product you want, respond to the email as quickly as possible while the item is still available!

WARRANTY AND AFTER-SALES SERVICE

WHAT IS COVERED AND NOT COVERED UNDER WARRANTY?

We do our best to build our products with the finest materials possible and to the highest standard of quality so you can enjoy your Salomon products to the fullest. It is for this reason that all of our products are covered by a 2-year warranty. Some products like our ski jackets and pants are covered by an exceptional 3-year warranty, so please check the quality label on your product to make sure you know which warranty applies to your product.

If you believe you’ve received a defective product, please use our form to contact one of our Quality Control experts who will assess your product query. We reserve the right to determine the difference between a defective product and normal wear and tear.

Please ensure you have the product in question in hand when you contact our team. In order to determine the product’s eligibility for inspection, you must provide photos of:

The product
The manufacturing tag
Proof of purchase

Note that warranties for hardgoods (such as skiing and snowboarding equipment, helmets, and goggles) must be dealt with by the original retailer. Please contact the retailer where you purchased your product(s) for more detailed information.

ORDERS

CAN I CHANGE MY DELIVERY ADDRESS AFTER I’VE SUBMITTED MY ORDER?

Unfortunately our system does not enable us to change your delivery address, nor the items of your order, once you have submitted them. Because we try our best to deliver your products to you as quickly as possible, your order is processed immediately after payment has been finalized.

If you are aware of any mistakes in your delivery address, please call our Customer Service as quickly as possible to see if they can help you find a solution.

CAN I CHANGE OR CANCEL MY ORDER AFTER I’VE SUBMITTED MY PAYMENT?

Unfortunately we are not able to change or cancel your order once it has been submitted. Because we try our best to deliver your products to you as quickly as possible, your order is processed immediately after payment has been finalized.

However, if you wish to change any products you are always able to return some or all of your order for a refund within 14 days of purchase. Please read our return instructions for more information.

I HAVE A VOUCHER, HOW CAN I USE IT?

To use your voucher, follow these steps:

Add the products you want to your shopping basket (make sure to choose the products that correspond to your voucher)
Go to your shopping basket
Click on the small arrow next to “Do you have an offer code?” and enter your voucher code
Click “OK” and the new total will be calculated.

Please note that the following rules and restrictions apply to all promo code vouchers:

Vouchers are valid for a limited time period and region
Vouchers cannot be used in addition to other discounts and offers
Vouchers can only be applied before placing the order

HOW DO I KNOW IF MY ORDER HAS BEEN ACCEPTED?

Your order is confirmed and accepted directly after we receive payment confirmation. You will then automatically receive an email with all the details of your order.

If you don’t receive a confirmation email, please contact our Customer Service team. You can also check the status of your order by visiting the Order Tracking page.

PAYMENTS METHODS

WHAT PAYMENT METHODS DOES SALOMON ACCEPT?

We accept all major debit and credit cards such as Visa, MasterCard, Maestro and American Express, as well as other payment methods such as PayPal. During the checkout process, the accepted payment methods are displayed on the screen.

WHEN WILL I BE CHARGED?

The delay between when you order and when you are charged varies depending on the payment method you choose.

If you pay with a credit or debit card, you will be charged when your order is shipped. An authorization may be placed on your card by your bank or credit card company to secure the amount.

If you pay with PayPal, you will be charged as soon as you place the order.

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 TO UPDATE INFORMATION ON MY INVOICE?

Your invoice is automatically created as soon as your order leaves the warehouse. It includes the invoicing address you provided when you placed your order. Once created, an invoice cannot be updated, so please make sure the information you provide is correct before placing your order.

DISPATCH AND DELIVERY WHICH COUNTRIES DO YOU DELIVER TO?

We only deliver our products to countries where a salomon.com online shop is available: Austria, Belgium, Denmark, Finland, France (mainland France and Corsica), Germany, the Netherlands, Norway, Italy, Poland, Spain, Sweden, Switzerland, the Czech Republic, the United Kingdom, Portugal, Slovakia, Slovenia, Croatia, Hungary, the United States and Canada.

Note that you cannot have an order delivered to another country other than the country of the online shop where you place your order.

I’M STILL WAITING FOR MY ORDER TO BE DELIVERED, WHAT CAN I DO?

The carrier responsible for delivering your package will send you an email when processing your package. In this email you’ll find a tracking number you can use to follow your package, as well as contact information for the carrier in case you have additional questions.

You can also track your package from your account on salomon.com under “My Orders”.

If you experience any issues with your delivery, please contact our Customer Service for assistance.

CAN MY BILLING AND SHIPPING ADDRESSES BE DIFFERENT?

Yes, you have the option to choose a different billing and shipping address. If you would like to enter a different shipping address than your billing address, follow these steps at checkout:

Enter your shipping address
Un-tick the box that says “Billing and Shipping details are the same”
A new field will appear where you can enter a different billing address
Click “Verify Address”

RETURNS AND REFUNDS HOW MUCH DOES IT COST TO RETURN A PRODUCT?

All returns will be charged, and costs may vary depending on the country (around 7€). You do not have to pay the carrier yourself, the cost of the return will simply be deducted from your final refund amount, which will be processed after we receive the item(s) at our warehouse. To return any item(s), please follow the return instructions below.

HOW CAN I RETURN AN ITEM I PURCHASED ONLINE?

The items must be unused
The items must be in their original, undamaged packaging (packages opened with care are not considered damaged)

Please note, the cost of returning items will be deducted from your final refund amount. The costs are around 7€ but may vary depending on your location.

Return Process:

Find our Returns section by logging into your personal account and clicking this link (https://www.salomon.com/en-int/shop-emea/return). If you ordered as a “guest” you can access the Returns section here: [link].
Select the corresponding order and choose the products you want to return. Then follow the prompts.
Attach the return label to the package (you can place it over the original shipping label).
Make a note of the tracking number on your return label.
Take your package to the drop-off point nearest you.

Your refund will be processed within 48 hours from the time your package arrives at our warehouse.

I THINK I RECEIVED A DEFECTIVE PRODUCT, WHAT SHOULD I DO?

Our quality control department works very hard to avoid the distribution of any defective products to our valued customers. If you are concerned the item you received has any defects, please contact our Customer Support team and they will be happy to assist you in this matter.

Please use our contact form to send us photos of the product showing the following:

The product itself
The manufacturing tags
The defect or defects you’ve identified

This information will help us evaluate your claim and find a solution as quickly as possible.