FAQ

faq

Les questions / réponses les plus fréquentes sur Rossignol.com

General information
  • Read the Rossignol Group's story

    Visit this page to hear the Rossignol story. The key dates are here.

  • How do I visit the headquarters of the Rossignol Group?

    The Rossignol Group international headquarters are based on the outskirts of Grenoble at 98 Rue Louis Barran (38430 Saint Jean de Moirans, France). By motorway (A48, E711, E711). From Lyon: • Voreppe toll station exit. • Head for Moirans on the RN85 – D1085 then Centr’Alp – Porte de la Chartreuse. • At the second roundabout, head towards 'Porte de la Chartreuse' – Rue Louis Barran. From Grenoble: • 'Moirans – Voiron', exit no. 11. • Head towards Centr’Alp until the first roundabout. • Follow the signs for 'Porte de la Chartreuse' – Rue Louis Barran at this roundabout. See access map

  • How do I apply to the Rossignol Group?

    All available job offers can be viewed on the Rossignol Group site.

  • What is the Rossignol partnership policy? Who do I contact for event sponsorship requests?

    Send a message via the contact form for any sporting, school or event partnership requests. Select 'Partnership request' as the subject. You must complete the country field. Please note: requests unrelated to snow sports or lottery grants are not eligible for sponsorship.

  • I'm an athlete and would like to be sponsored by Rossignol. What should I do?

    The most important factor is motivation. It's not just about wearing our products, it's a real commitment. Committing to constant self-improvement, to becoming stronger, to learning new tricks, to taking part in the biggest competitions and to going off to film. It's also about giving your time to develop and promote the brand and skis/snowboards, taking part in test days and giving feedback on skis. Good results in international competitions are a key factor in securing sponsorship. But it is also essential to do excellent video edits because a good edit will be remembered for longer in the ski and snowboard community than a good competition result. To be eligible for Rossignol sponsorship, you must first: • Have already sought out a partnership with a Rossignol dealer in your local area. • Be known and recognised in the discipline first at national level, then at international level. • Speak fluent English. • Have travelled internationally for competitions or training. • Create a comprehensive partnership file with photos, media publications and previous video productions. If you have completed these steps, you are eligible to apply for Rossignol sponsorship. If not, this does not mean that Rossignol cannot help you in your season, quite the contrary. With Rossignol's Junior Programme, anyone can receive assistance. To benefit, simply join the programme based on the selection criteria. The Rossignol Junior Programme is aimed at freestylers who compete and produce video edits. Access the contact form

  • Where can I purchase Rossignol products?

    Rossignol products are available: • From Rossignol dealers worldwide. For a list of Rossignol dealers in your local area, consult our 'Store Finder' section. • For online purchase at rossignol.com.

  • How do I track the progress of my order?

    To track your order in real time, head to the 'My orders' section in your secure 'My account' area. Click your order number to get your order details and delivery tracking information.

  • How are home delivery costs calculated?

    Click and collect delivery to one of our 450 partner stores is FREE. If you choose delivery to your home address, a flat-rate delivery charge will be applied depending on the type(s) of product(s) ordered and your selected method of transport. Standard/express home delivery: Equipment €12/€25 Fabric goods €7/€15 NB/ If your order includes textile products and equipment, the delivery costs for the equipment will apply to your order. Visit this page to view our shipping costs policy in France and abroad.

  • Can I test Rossignol products?

    Every winter season, Rossignol travels to all corners of Europe to let you test out the latest products in the Rossignol range and enjoy the many games and promotions. Loans are granted upon presentation of ID. Visit https://testonsnow.com/e/rossignol-on-tour/fr (in French) to sign up for the next Ski Test at your nearest ski resort.

  • How do I subscribe and cancel my subscription to the newsletter?

    Sign up to the newsletter on the home page at rossignol.com. To cancel your subscription, click the cancel subscription link on the footer of each newsletter.

Product assistance
After-service guarantee
Sticker requests
  • How can I get hold of Rossignol stickers?

    For Rossignol stickers, please send a stamped addressed envelope to the following address: Groupe Rossignol, Demande de stickers Rossignol, 98 rue Louis Barran, 38340 Saint Jean de Moirans, France.

Mobile apps
Placing an order
  • Are all of the items on your site available to order?

    All of the Rossignol products – equipment, fabric goods, accessories – are available to order for delivery in France. The whole of this year's collection is for sale online, subject to availability. Select your country (on the top right-hand side of the site) to ensure you get the right product information for your delivery country.

  • What should I do if the product I'm looking for is 'unavailable' on the site?

    Product availability is indicated on the product sheet once a size has been selected (and a colour for fabric goods). There are two possible indications for 'unavailable' items: • 'Unavailable': the product will not be restocked on the site. Get in touch with the Rossignol traders in your local area to see if the product is still available in-store. • 'Notify me when the product is back in stock': the product will be restocked on the site soon. In this case, you can request to be alerted when it becomes available in the near future. You will then be advised of the product availability by email when it is back in stock.

  • Where can I find an unavailable product that will not be restocked on the site?

    If you are unable to find a product on our site or if a size or colour is no longer available, you could visit one of our retailers. For a list of Rossignol dealers in your local area, consult our 'Store Finder' section.

  • How do I place an order?

    1. Browse our catalogue and Rossignol products online. 2. Select your items of interest by adding them to your basket. 3. When all of your desired items have been added to your basket, click 'View my basket' (at the top-right hand side of the site). 4. Check the contents of your basket, select your delivery option and click 'Proceed with my order'. 5. Create a Rossignol account and log in. 6. If you opt for click and collect delivery, select the store from which you would like to pick up your order. 7. Select the desired payment method, accept the terms and conditions of sale and click 'Confirm order' 8. Pay for your order via the secure HiPay system or PayPal.

  • Can I place an order over the phone?

    We are unfortunately unable to take orders over the phone or by email, letter or fax. They must be made online for technical reasons.

  • Do you deliver abroad?

    To place an order for another country, change the country by clicking the link at the top right-hand corner of the screen.

  • How do I track the progress of my order?

    To track your order in real time, head to the 'My orders' section in your secure 'My account' area. Click your order number to get your order details and delivery tracking information.

  • How are home delivery costs calculated?

    Click and collect delivery to one of our 450 partner stores is FREE. If you choose delivery to your home address, a flat-rate delivery charge will be applied depending on the type(s) of product(s) ordered and your selected method of transport. Standard/express home delivery: Equipment €12/€25 Fabric goods €7/€15 NB/ If your order includes textile products and equipment, the delivery costs for the equipment will apply to your order. Visit this page to view our shipping policy for France and abroad.

  • Is an account needed to place an order?

    You can visit the Rossignol site without signing up, however you must create an account to place an order. This step is quick and easy: Create your account here. Once you have entered the required information, you will receive an email confirming your Rossignol account at the email address provided.

  • What payment methods are available on the site?

    You can may by bank card (Carte Bleue, Visa, Mastercard, American Express, Maestro) or by PayPal.

  • When will the amount of the order be debited?

    The total amount of the order will be debited once it has been shipped.

  • What is PayPal?

    PayPal is a secure online payment system. To open a PayPal account, simply provide bank or credit card details via a secure connection. You will be asked to request a transfer order when purchasing online. The money will then be transferred from your PayPal account to the Rossignol.com PayPal account. The advantage of this solution is complete protection against any unauthorised payments made from your account as bank details are never exchanged during the transaction. Furthermore, a confirmation receipt is issued for each purchase. This system does not generate additional charges during the payment process. It allows users to complete transactions quickly without re-entering their information.

  • How do I get an invoice for my order?

    After receiving payment and shipping your order, we release an invoice in PDF format in the ' My orders' section of your account. Access your account.

  • Is it possible to send my order to a third party or a different address to my invoice address?

    Yes, the parcel will be sent to the person and address indicated in the 'delivery address' field. You have the option to save multiple addresses in your account and distinguish between delivery and billing addresses.

  • How do I know that my order has been received?

    After confirming and paying for your order, a confirmation email will be sent to the address provided in your customer account. This is your order summary, detailing: the nature, quantity and cost of the ordered products, the chosen payment method and the delivery address.

  • What is the advantage of a click and collect delivery?

    If you choose a click and collect delivery for your order, we will cover the delivery costs with no minimum order total. Simply choose the most convenient store. Did you know? Advice and other complementary services are available in stores, for example adjusting your bindings.

Order and delivery tracking
  • How do I track the progress of my order?

    To track your order in real time, head to the 'My orders' section in your secure 'My account' area. Click your order number to get your order details and delivery tracking information.

  • Will I be informed of the progress of my order?

    You will receive email notifications every step of the way, from receipt of your order through to delivery: You'll get an order confirmation, shipping confirmation and delivery confirmation if you have chosen the click and collect option. If you request to cancel your order, we will also keep you informed throughout the various stages of the returns process: Cancellation confirmation, refund confirmation, etc.

  • What are the delivery time frames?

    48 hours for express home delivery, three to five days for click and collect delivery and three to five days for standard home delivery.

  • How can I be sure that my order has been shipped?

    You can track the progress of your order in real time in the 'My orders' section of your secure 'My account' area. A STATUS column will inform you of the progress of your order and whether it has already been shipped. Clicking the order number will give you all the details for your order and the delivery tracking information.

  • What happens if I'm not home when delivery is attempted?

    If you're not home when the carrier passes by, they will leave an attempted delivery card with details on where you can collect your parcel or contact you directly using the telephone number provided.

  • What do I have to sign to get my order?

    Regardless of the chosen delivery option, the delivery person or chosen store will ask you to sign for your order.

  • What should I do if I receive the wrong product?

    If you receive the wrong product by mistake, please contact our customer services. We will provide you with a returns number and advise you on the returns process for the product(s) you did not order. In this scenario, we will email you a prepaid label for your parcel covering the cost of the return. You can opt for either a refund or a credit note.

  • What should I do if I receive a faulty product?

    If you receive a faulty product by mistake, please contact our customer services. We will provide you with a returns number and advise you on the returns process for the product(s) you did not order. In this scenario, we will email you a prepaid label for your parcel covering the cost of the return. Once your parcel is back with us, we will check the returned products and issue a refund if a quality issue is detected.

  • Which carrier will deliver my order?

    If you opt for click and collect delivery, your order will be delivered by DPD. If you opt for home delivery, your order will be delivered by UPS or La Poste (Colissimo).

Returns and exchanges
  • How do I make changes to my order?

    You will not be able to make changes to a confirmed order on our site. However you can submit an order cancellation request to our customer services and get a credit note which will be automatically deducted from your new order. This will allow you to place a new order at no extra charge. Did you know? If you cancel an order and opt for a credit note, no delivery costs will be deducted from the credit note, even if the parcel has already been shipped.

  • Can I change my delivery address once my order has been shipped?

    Once your order is confirmed, it is automatically sent to the logistics centre for preparation and shipping. So changes cannot be made to the delivery location once an order has been placed. However, you can submit an order cancellation request and get a credit note which will be automatically deducted from your second order.

  • What is the procedure for returning one or more items?

    For all returns requests, please fill in the returns form in your customer account within 14 days of receipt of your order (the legal time limit). Access the form by selecting 'My orders' > View order > RETURN button. When the request is confirmed by our customer services, we will give you a returns number and advise you on the product returns process. Otherwise, we will unfortunately be unable to process your request and our teams will be unable to take delivery of your products. You must return the product(s) no later than thirty (30) days from the date of your returns request to our customer services. Once we receive your parcel, we will check the product(s) and issue a refund or draw up the credit note. Important information: The right of withdrawal does not apply for any personalised products, i.e. any product that is irreversibly adapted or changed, namely any product pierced or fitted in line with specifications provided when the order was placed. Fitted skis: If you purchase skis and bindings, they will be fitted to order and adjusted in line with the European ISO 11088 standard. We are unable to accept returns of personalised skis.

  • Do I have to pay the return shipping costs?

    If you wish to cancel an order or return certain products within the legal withdrawal period, there are two options: • If you choose a credit note, we will cover the returns costs. You will then receive an email containing a prepaid label to affix to your parcel. • If you choose a refund, a fixed contribution to the return shipping costs will be deducted from your refund. If the return is due to a mistake on our part while preparing the order or a faulty product, we will, of course, cover the costs of the return. You will then receive an email containing a prepaid label to affix to your parcel. Visit this page to view our return shipping costs policy in France and abroad.

  • How do I exchange an item?

    For all exchange requests, please fill in the returns form within 14 days of receipt of your order (the legal time limit). This request will be processed like a traditional return: We will give you a returns number and advise you on the returns process for the product(s) you do not wish to keep. Once we have received the product(s), we will check them and credit your account with a credit note for the corresponding amount. This credit note will allow you to order the desired product(s) at no extra charge and will be automatically deducted from your new order.

  • Can I exchange the product in-store?

    No, online orders may not be exchanged in-store. For all exchange requests, please contact our customer services within 14 days of receipt of your order (the legal time limit).

  • How can I track my return?

    To track the progress of your return in real time, visit the 'My returns' section in your secure 'My account' area. You will find the details of your returns requests and their status as well as the list of credit notes and corresponding refunds. Click the returns number for the details of your returns request and tracking information for the return. Once the returned products have been received and checked by our teams, we will refund you or issue a credit note. Your credit note will be automatically deduced from your next order. The various returns statuses are as follows: • Awaiting return: Your returns request has been received and our logistics teams are awaiting the returned product(s) to confirm the refund or credit note. • Pending • Refunded

  • How long does it take to get a refund?

    Your refund will come through within 14 days from when the returned products are received.

  • What are the benefits of a credit note?

    If you opt for a credit note when requesting a refund, we will cover the returns costs. So don't worry. If you're not completely satisfied with your product or if you have chosen the wrong size or colour, you can return the product free of charge and place a new order very easily as your credit note will be automatically deducted from the new order.

  • Why is it that some items cannot be returned?

    The right of withdrawal does not apply for the following products: • Any personalised product. By personalised product, we mean any product irreversibly adapted or changed, namely any product pierced and fitted in line with specifications provided by the customer when the order was placed. Personalisation covers: Ski kits + fitted bindings. •Any product subject to specific safety standards. It covers: Helmets and bindings.

  • How do I cancel my order?

    In line with the Consumer Code, you have a right to withdrawal for the products purchased from the site, with the exception of personalised products, within fourteen (14) calendar days from when the products are received. Please contact our customer services within this period to exercise your right to withdrawal and for any returns requests. We will give you a returns number and advise you on the product returns process. Otherwise, we will unfortunately be unable to process your request and our teams will be unable to take delivery of your products. Regardless of the chosen delivery option (home or in-store), if you exercise your right to withdrawal, you must return the product(s) no later than (30) days from the date on which our customer services were notified. Once we receive your parcel, we will check the product(s) and issue a refund or draw up the credit note. Important information: The right of withdrawal does not apply for any personalised products, i.e. any product that is irreversibly adapted or changed, namely any product pierced or fitted in line with specifications provided when the order was placed.

Payment
  • Payment in three or four instalments

    Make your purchase today with our easy payment system. Secure payment Online subscription: confirm your transaction in three clicks! No administrative costs. 1/ Your bank card 2/ Your bank details 3/ Your ID Important information: Foreign cards, withdrawal-only cards, systematic authorisation cards (Electron, Maestro, Cirrus, etc.) and e-cards are not accepted. 3D Secure payment: when paying in three or four instalments at no extra charge, an authentication request will be sent to your bank. The '3D Secure' system is a Visa/Mastercard programme offered by most French banks, allowing authentication of the card holder making the payment order. Be sure not to confuse the '3D Secure' system with your bank card PIN. Pay in three instalments at no extra charge: easy payment exclusive to card holders for purchases between €300 and €1,500. Mandatory cash bank card payment of one third of the purchase amount and the remainder in two monthly instalments with no interest. Practical example: for a purchase of €300, you pay a mandatory cash total of €100 and receive €200 of credit to be paid in two monthly instalments of €100. Pay in four instalments at no extra charge: easy payment exclusive to card holders for purchases between €300 and €1,500. Mandatory cash bank card payment of 25 % of the purchase amount and the remainder in three monthly instalments with no interest. Practical example: for a purchase of €400, you pay a mandatory cash total of €100 and receive €300 of credit to be paid in three monthly instalments of €100. Subject to the review and approval of your application by BNP Paribas Personal Finance. Cetelem is a BNP Paribas Personal Finance brand, credit institution and limited company with capital of €475,441,827 – Headquarters: 1 boulevard Haussmann 75009 Paris, France – 542 097 902 in the Paris Trade and Companies Register – ORIAS No.: 07 023 128 (www.orias.fr).

Loyalty program
  • How does the loyalty program work?

    Le Club Rossignol allows you to accumulate loyalty status points when you purchase Rossignol products at www.rossignol.com. Each euro spent earns you one loyalty status point. €1 spent = €1 loyalty status point. The number of accumulated points corresponds to a different Member status: Bronze, Silver or Gold. Purchasing on the site is also a chance to accumulate euro discounts on your future purchases with a loyalty pot.

  • How do the Loyalty statuses work?

    Le Club Rossignol has three Loyalty statuses based on the number of loyalty points accumulated: Bronze, Silver and Gold. You will acquire each status as follows: 'Bronze Member', from your first purchase on the site (from 1 point); 'Silver Member' with 1,500 loyalty points; 'Gold Member' with 5,000 loyalty points. The Loyalty status is for life. Once you have achieved a certain Loyalty status, you will retain it as long as your account on the Rossignol site is active. Your Loyalty status can only be lost if you delete your account on our site.

  • How do I sign up to the Le Club loyalty program?

    You automatically become a Bronze Member of Club Rossignol when you make your first purchase on the site.

  • What are the benefits of the Le Club loyalty program?

    Le Club Rossignol is a chance to enjoy a range of benefits, such as private sales, exclusive partner offers, anniversary offers, access to exclusive VIP events, extra discounts during the sales and a host of other surprises. For all the advantages exclusive to Club Rossignol members, visit: www.rossignol.com/leclub

  • How does the loyalty pot work?

    Every purchase on the Rossignol site is a chance to add 3 % of your order total (incl. VAT) to a loyalty pot valid for a year. You have one year to spend the euro total in the loyalty pot on any future order and with no minimum purchase amount.

 

 

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