FAQ
Frequently asked questions on Rossignol.com
- What should I do if the product I'm looking for is 'unavailable' on the site?
Product availability is indicated on the product page once a size (and color for apparel) has been selected. There are two possible indications for 'unavailable' items: • 'Unavailable': the product will not be restocked on the site. Get in touch with the Rossignol dealers 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 the item is back in stock.
- 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. Select the desired payment method, accept the terms and conditions of sale and click 'Confirm order' 7. Pay for your order via the secure HiPay system or PayPal.
- Can I place an order over the phone?
Yes, please call us at 1-888-243-6722 to place your order over the phone with our Customer Service.
- 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.
- 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 pay by Visa, Mastercard, American Express or 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.
- Is it possible to send my order to a different address than my billing address?
Yes, the order 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 choose 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.
- 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 and a shipping confirmation email. 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?
24 hours for Fedex Overnight delivery, if the order was placed by 1pm Mountain Time (else it will ship the following business day); 2 days for Fedex 2-day delivery and three to five days for Fedex Ground 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 should I do if I receive the wrong product?
If you receive the wrong product by mistake, please contact our customer service. 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 exchange.
- 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.
- Can I change my delivery address once my order has been shipped?
Once your order is confirmed, it is automatically sent to the logistics center for preparation and shipping, so changes cannot be made to the delivery location once an order has been placed.
- 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 30 days of receipt of your order. 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.
- Can I exchange the product in-store?
No, online orders may not be exchanged in-store. For all exchange requests, please contact our customer service within 30 days of receipt of your order.
- 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. 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
- What 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 update my personal information?
Rossignol is registered with the CNIL (French Data Protection Agency). Your information and data are required to help manage your order and our commercial relationship. In accordance with the data protection act of 6 January 1978, amended by the law of 6 August 2004, you have the right to access, oppose and correct your personal data. Simply send us an e-mail via the contact form. To amend your personal data, log into your account and the ' My contact details' section. Access your account.
- How do I change my password?
You can change your password from your account. Enter your current password, then the new chosen password and confirm before approving the changes. Access your account.
- What should I do if I forget my password?
If you have forgotten your password, visit the sign-in page by clicking 'Log in', then click the 'Forgotten your password?' link. Enter the email address linked to your customer account, then click 'Send'. An automatic email will be sent, allowing you to reset your password.Access your account.
- 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, you can unsubscribe here or click the cancel subscription link on the footer of each newsletter.
- 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.
- 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. 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. And the Rossignol Junior Program is aimed at younger skiers who compete and produce video edits. Contact Us
- 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.
- Where can I get information on the SKI PURSUIT mobile app?
The Ski Pursuit app is available on Android market (Google Play) and the Apple Store. Visit this page for information on the Pursuit app. You can change your password from your account. Enter your current password, then the new chosen password and confirm before approving the changes. Access your account by clicking here.
