FAQ

How to return a product

It is possible that you will make a mistake in size or color.
Don't panic, you have 15 days to return the product(s).

In the case of an expedition carried out by the DPD delivery service, you can directly print your return label via 👉 this platform.
Please contact us at the address hello@snapclimbing.com to manage your return process.
The products must be returned in perfect condition, with their labels and protective pouch, otherwise they will not be refunded or exchanged.

Since we are still a small company based in Annecy in the Alps, returns outside of France are the responsibility of the customer. Customs fees are also the responsibility of the customer, if applicable. For more information, please visit snap climbing.

You will receive an email when the refund has been processed (approximately 7 to 10 working days for us to process the return package).

A second life for your boxes: when you order on our website, you receive a fully recyclable box, or you can choose the RePack reusable packaging (in France only). Related topic to explore: Gift card balance.

To receive the newsletter, you simply need to register using the form located at the bottom of the homepage of the SNAP website.
If you do not receive the newsletter at first, check your ”trash” folder or add the hello@snapclimbing.com ”” address to your address book.
If you no longer wish to receive our newsletter, you simply need to click on the “unsubscribe” link at the bottom of the newsletter. Also read: Clothing.

You can save your delivery address to save time when placing repeated orders.

My password and personal data

If you want to change your password, go to “My account/My data”.
You can also make changes to your personal data there.

Can’t remember your password? Click on the ‘Account’ tab on the homepage (top right), enter your email address and click on ‘forgot password’. You will receive a message and email allowing you to reset your password. Learn more with Shoes.

For all information regarding the protection of your personal data, click here.

Do you wish to delete your account with us? Please send a message to ‘hello@snapclimbing.com’.
Please note that by doing so, you will lose all the history of your orders.

Order in the «basket».

The items added to your “basket” will remain there for 45 minutes. After this time, they can be offered to other customers. SNAP cannot guarantee that they will be available after this time.

Modification of your order

You can modify your orders as long as your “shopping cart” has not been validated. You can therefore add or remove items from it.

Cancellation of your order

If you wish to cancel your order, you must return the items within 15 days of receiving your order.

Confirmation of your order

Your order is confirmed when it appears in ‘My account/My orders’.
You will receive an email indicating the order number and a summary of the products ordered.

Payment options:

• Credit card (Mastercard, Visa, Maestro, American Express)
• Paypal

If you wish, you can save your payment information during your order. This will save you time on your next orders. If you wish to change these information, please go to the “My Account / My Payment Information” section. Our website does not allow for installment payments. You can also find climbing shoes on our website.

Payment terms

We do not keep your bank details. Your payment is completely secure.

Flow of your bank account

Your bank account will be debited as soon as your order has been validated.

Payment refused

If the payment method you have chosen does not work, feel free to order again using another payment method.
If you still cannot find it, do not hesitate to contact our customer service at the address hello@snapclimbing.com. Our team will be happy to help you.

My invoices

You can view your invoices in “My account/My orders”. You can simply click on the relevant order and download your invoice in PDF format.

When your order is shipped, you will receive an email indicating your tracking number. You will also find this information in ‘My Account/My Orders’.

• In preparation – we are preparing your order to send it.
• Shipper – your package has been delivered to our carrier and the delivery is underway.
• Delivery – your package has arrived at the destination/delivery address.

Free delivery in France from €150
There are additional fees per order worldwide*

*The fees include customs duties, and logistics; please note that you may be charged at the time of receiving your package.

**In the United Kingdom (since Brexit): No French VAT on our site; English VAT to be paid at the post office upon receipt of the package.

Package lost

Contact our customer service team by email at hello@snapclimbing.com‘ and we will do everything to find a solution as quickly as possible.