FREQUENTLY ASKED QUESTIONS
FAQ FREQUENTLY ASKED QUESTIONS AQUADESIGN
FAQ STAND UP PADDLE
FAQ CANOE KAYAK
FAQ EAUX VIVES
STAND UP PADDLE
WHITE WATER CANYONING
QUESTIONS LES PLUS FRÉQUENTES
TRACK MY ORDER
To track the progress of your parcel, you can use the tracking number that was sent to you when your order was shipped.
Simply visit the GLS website using the following link: https://gls-group.com/FR/fr/suivi-colis/. Enter your tracking number in the designated space to get real-time delivery details.
If you encounter any difficulties or need additional assistance, please do not hesitate to contact us via Chat.
HOW DO I CHANGE OR CANCEL MY ORDER?
If you wish to make changes to your order after it has been confirmed, we invite you to contact our customer service via our online Chat. Currently, it is not possible to modify or cancel an order directly online.
To do this, go to the Chat (located at the bottom right) and provide the details of your order (order number, first name, last name, date, and amount) as well as the changes you wish to make. Our team will be pleased to assist you and guide you through the necessary steps. We will strive to respond to your request as quickly as possible, subject to applicable modification conditions.
I WANT TO RETURN AN ITEM. WHAT IS THE PROCEDURE?
In accordance with current legislation, you have the right to withdraw which you can exercise within a legal period of 14 days after receiving your item, as stipulated in Article L. 221-18 of the Consumer Code.
If you wish to return an item within this period, please contact us via our online Chat to initiate the return process. We will guide you through the necessary steps and provide you with all the required information, such as the return address and the terms of refund or exchange.
It is important to note that the item must be returned in its original condition and packaging for the return to be accepted.
Do not hesitate to contact us via Chat for any questions or additional assistance regarding your return.
WHAT ARE THE REIMBURSEMENT TERMS?
Our refund policy complies with current legislation. According to Article L. 221-24 of the Consumer Code, we commit to refunding all payments received from you, including standard shipping costs, without undue delay and, in any event, no later than 14 days from the day we are informed of your decision to withdraw from your order.
The refund will be made using the same method of payment that you used for the initial transaction unless you expressly agree to a different method. In any case, this refund will not incur any fees for you.
It should be noted that the refund may be deferred until the items are recovered or until you have provided proof of shipment of these items, with the date of the first of these facts being taken into account.
For any questions regarding the refund process or to initiate a refund request, please contact us through our customer service.
WHAT ARE THE DELIVERY TIMES?
We aim to deliver your orders as quickly as possible. Our standard delivery times are between 24 and 72 working hours, excluding public holidays.
It is important to note that these times are indicative and may vary depending on various factors, such as the availability of items, the location of the delivery and weather conditions. We make every effort to respect these times and to keep you informed of any potential delays.
Once your order has been dispatched, you will receive a tracking number so that you can follow the progress of your parcel in real time.
If you have any questions or require further information about the delivery of your order, please do not hesitate to contact our customer service department.
Tel : 04 92 79 77 03
Monday to Friday from 8:30 am to 5:30 pm
Have a question? Click on the button at the bottom right.
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