PRODUCTS AND ORDERS
1. What products do we sell on Glisshop.co.uk?
Our website offers a huge selection of products coming from the wintersport and boardsport industries. They are selected among the biggest brands.
- ALPINE SKIING: skis, bindings, ski boots, poles, ...
- SKI TOURING: touring skis, bindings, touring ski boots, poles, skins, mountain safety, ...
- NORDIC SKIING: cross-country skiing, cross-country ski boots, skate skiing, skate ski boots, roller skis
- MONOSKIING: monoskis, bindings
- SNOWBOARDING: snowboards, bindings, boots, backpacks, ...
- SPLITBOARDING: splitboards, splitboard bindings, climbing skins
- SNOWSHOEING: snowshoes, poles, gaiters
- SLEDGING: shovel sled, baby sledge, kid sledge, 2-seat sledge
- ACCESSORIES : backpacks, sunnies, luggage, helmets, gloves, goggles, ...
- CLOTHING: technical ski clothing for men, women and kids, ski jacket, ski pants, down jackets, fleece, thermal underwear.
2. How can I place an order on Glisshop.co.uk?
You just need to go to the product page you are interested in and click on "Add to cart".
You may be asked, depending on the item selected, to pick a size. To do so, click on the relevant size button located on the right handside of the picture, in the section "Size".
Then you will be asked to select the method of delivery that suits you best (view "Shipping" page in the "Orders" section in the page footer).
Then, you will need to create a personal account in order to provide us with the details we need to prepare and send your order correctly. Finally, you will need to select your method of payment (view "Payment" page in the column "Orders" in the page footer).
Your order will then be confirmed and you will receive a confirmation email including a summary of your order.
3. Is the item I want available in stock?
To find out if the product you want is available, just check if the word 'available' appears on the blue button 'Add to cart'.
4. How long does it take for my order to be despatched?
The processing of your order starts the morning after the day you placed it.
The average time we need to get it ready is 24 working hours, to which you need to add the time of transit (view question "What are the methods and times of delivery?" below).
5. Are the products sold on Glisshop.co.uk guaranteed?
Every product benefit from a legal guarantee of conformity and against latent defects, when the product broke due to a manufacturing fault (obvious or hidden).
The manufacturer guarantee lasts 2 years but there are some exceptions.
Only the manufacturer is able to decide if there has been a 'manufacturing defect' or a 'misuse', Glisshop helps you solve these problems by being an intermediary between you and the manufacturer.
The manufacturer's guarantee will not apply if the problem comes from a misuse.
6. How can I get my invoice?
You can find your invoice when logging to your account and going to the menu 'My orders'.
In the column Invoice, click on the PDF tab, it allows you to download and print your invoice as you like.
7. The Search engine doesn't find the item I am looking for.
There may be several reasons:
The item is no longer available in stock and we took it off the website.
We don't sell this item.
The name of the product is maybe misspelled
8. How are the bindings mounted?
The mounting of the bindings is done by an expert skiman, according to the details you provided when you ordered.
If you don't have your own ski boots, the fitting of the bindings will be based on your normal shoe size.
The final settings can be done once you have your ski boot. Contact one of our skimen at +44(0)20 3129 3301.
The ski bindings are regarding safety. We do not recommend that you change or mount your bindings without the advice of a professional.
9. Can I use vouchers or promotional codes?
When you subscribe to the newsletter, you will receive our latest offers and promotional codes.
1. What are the methods of payment available?
You can use the following methods to pay:
|Method of payment / Currencies||€||£||CHF||Dkr||SEK|
|Card payment 3X||✔||✔|
|Card payment 4X||✔||✔|
|Bancontact / Mister Cash||✔|
|BUYBOX - Gift Card||✔||✔|
2. I wish to pay by card, is it safe and secured?
Online payment is secured via SSL protocol by our Be2Bill Partner, it ensures efficient encoding of the data provided.
The whole payment process is handled by our secured payment partner, Glisshop.co.uk has no access to your bank détails.
3. How can I pay with a bank transfer?
The bank details you need to make the transfer will be will be provided in the order's confirmation email. You can also see them on our payment page. Be careful, our bank details vary according to the currency you are using.
4. Can I order from abroad (outside France)?
Ordering from abroad is possible Under a few conditions. You need to make sure the country where you want to be delivered is displayed on our shipping page. You can also check the delivery costs depending on the country of destination. According to the law, the VAT rate may vary depending on the country.
Since January 1st, 2019, the delivery conditions have been simplified in Switzerland. From now on, any purchase made in France will include taxes with the current VAT rate (7,7%) which means you don’t have to pay this tax upon delivery anymore.
For more information, please refer to the question 'Will I have other fees or taxes to pay for when I receive my order?' below.
TRACKING MY ORDER
1. How can I track my order?
You need to log to your Glisshop account in the page header. Your parcel tracking will be available in the menu 'my orders' 24h after shipment.
2. I want to cancel / amend my order : What should I do?
In order to ensure a faster delivery, you will not be able to cancel or amend your order once it it processed by our staff.
To find out if it is, just go to the "My orders" menu in your Glisshop Customer account. If the button "Cancel my order" is greyed out, you cannot cancel your order anymore.
You do have a 100-day withdrawal period, starting on the day you received your order, if you want to return all or part of it.
1. What are the methods and times of delivery?
For deliveries in France, we work with several couriers. The time of transit varies from 2 to 4 business days.
WARNING: days of delivery can vary depending on the courier you selected.
To get precise information about delivery costs, please visit our Shipping page where you will find relevant price grids.
2. Is it possible to get items delivered abroad (i.e. outside France) ?
WARNING: for this kind of delivery, only the courier DPD is available. The shipment costs may vary depending on the country of delivery.
3. What happens if I'm not home when I get delivered?
If you are not home when the delivery arrives, the courier will leave a notification in your mailbox explaining where you can retrieve the parcel, or will contact you by the phone number you gave us and will arrange a new delivery day for you.
4. What should I do when I receive my package?
When your order gets delivered, you need to inspect the package and check if it is not damaged.
Any box that looks damaged needs to be opened before signing the delivery receipt, in order to check the state of the products Inside.
Two possible cases:
1. The products are there and undamaged: you can accept the delivery.
2. The package is damaged : you need to sign the receipt and mention ”damaged” or “damaged box” or “damaged package” with your signature.
Package receive was damaged, a product XXX is missing or a product XXX is damaged - Delivery refused.
If you decide to keep the parcel regardless of the above, we have to remind you that no legal action against the courier can take place if the delivery is accepted.
A condition like "Under condition of unpacking" has no legal value whatsoever. Your reservation must be precise: "Package received was damaged, the product reference XXXX was missing or product XXX was damaged due to impact". We need these details to take action against the courier and claim the exchange of the product. Reservations have to be made on the courier's document/receipt and you need to keep a copy or a photo of it
If the courier doesn't have a paper receipt with him, you can take a photo of his electronic flasher (your complaints must be readable on your photo) or you can write on another paper which must be signed by you and by the courier, with a precise description of the issue.
5. Will I have other fees or taxes to pay for when I receive my order?
For countries belonging to the European Union, no additional fee will be requested upon receipt.
For Swiss orders, the only remaining fees will be the custom duties and application fees of Swiss Post, the company in charge of import customs clearance. These fees have nothing to do with Glisshop and only depend on the transporter:
- Colissimo: 11,5 CHF + 3% of your order
- DPD: 18 CHF + 3% of your order
ATTENTION: Glisshop will not pay for any tax duties
REFUND, RETURN, GUARANTEE
1. What do you mean by " Satisfied or Money back "
Within 100 days from delivery, you can return the product for a refund. To proceed, click on "Make a return" when you are on the relevant order in the tab "My orders" under My account.
In order to grant your request, four conditions have to be met:
Make a return request to our Sales Service by logging in to your Glisshop account, in the menu "Return / Refund".
We need to receive your request within 100 days after you received your delivery. We need to receive the item(s) returned 14 days after you made the request, at the latest.
The item(s) has(have) not been used
The item ordered has not been customised by our service (see article L121-20-2 of french consumer code). If you have requested the mounting of bindings on skis we need to drill, no return request will be granted.
WARNING: The refund covers the price you paid when you placed your order (item's price + shipping costs) but it does not include the return costs which remain at your expense.
ATTENTION: Free products must also be returned with the main product..
2. The product has a manufacturing fault: what can I do to return it?
Contact us through the Return form accessible from the menu 'Return - Refund' located in My account and attach (if possible) one or more pictures showing the damage on the product.
We will contact you within 48 hours to let you know about the procedures to follow.
3. What will I need to pay for when I return a product to Glisshop.co.uk?
For metropolitan France and Monaco, the return costs are offered by Glisshop. For other countries, returns are at the customer's expense: 10£ for small parcels and 15£ for large parcels. We offer you a simplified procedure with a return label and an amount deducted directly from your refund, you will always have the possibility to return the product by your own means.
1. How can I change my account details?
In the page header, login to your Glisshop account and click on 'My account '. Enter your email address and password
You will then have access to your details such as the billing address, the shipping address, your phone numbers, your email addresses, ...
WARNING: If you want to amend the details of an order that has already been confirmed, please contact our Customer service at +44(0)20 3129 3301
2. Are my personal details being kept safe and confidential?
The details provided when placing an order are reserved for internal use by the company SAS MGF Sports.
They are declared to the CNIL, and according to law 78-17 from the 6th January 1978 regarding individual freedom and processing of computer data, you have the right to access them and change them.
The sole reason we store this data in our database is to facilitate your future orders.
They will never be disclosed to a third party, may it be natural or legal.
However, in case of unpaid orders, we are allowed to give the details about the debtor to a debt collection agency.
3. How do I subscribe / unsubscribe to the newsletter?
You can subsrcibe to the newsletter by clicking on 'Subscribe to our newsletter' in the column 'Practical information' located in the page footer.
"To unsubscribe, you need to click on the link 'get removed from our mailing list' at the bottom of each newsletter"
4. How can I contact you?
You can find all of our contact details by clicking on 'Contact' in the column 'Practical information' located in the page footer.
5. Where can I read the general terms and conditions?
You can access our general terms and conditions by clicking on 'T&C' in the column 'Orders' located in the page footer.
They are also displayed before any order's confirmation.
6. How can I receive news from Glisshop.co.uk?
There are three options:
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