NEED HELP?
My SNAP account
A "customer account" can be easily created with SNAP :
- click on the "account" tab in the top right-hand corner of the "store" home page.
- enter your email address on the personal identification page
- fill in all the requested information and validate
- click on the "account" tab in the top right-hand corner of the "store" home page.
- Enter your address email and your password then click ok
To receive the newsletter, simply register using the form at the foot of the SNAP home page.
If you don't receive the newsletter at first, check your "recycle garbage can" or add the address "hello@snapclimbing.com" to your address book.
If you no longer wish to receive our newsletter, simply click on the "unsubscribe" link at the bottom of the newsletter.
You can save your delivery address to save time on repeat orders.
If you wish to change your password, go to "My account/My data".
You can also make changes to your personal data here.
Can't remember your password? Click on the 'Account' tab on the home page (top right), enter your address email and click on 'forgot password'. You'll receive a message and email enabling you to reset your password.
For all information about protecting your personal data, click here.
Would you like to cancel your account with us? Please send a message to email at 'hello@snapclimbing.com'.
Please note that by doing so, you will lose all your order history.
Order
Items added to your "shopping cart" will remain there for 45 minutes. After this time, they may be offered to other customers. SNAP cannot guarantee that they will be available after this time.
You can modify your orders as long as your "basket" has not been validated. You can therefore add or remove items.
If you wish to cancel your order, you must return the items within 15 days of receiving your order.
Your order is confirmed when it appears in 'My account/My orders'.
You will receive a email indicating the order number and a summary of the products ordered.
Payment
Payment options :
- Credit card (Mastercard, Visa, Maestro, American Express)
- Paypal
If you wish, you can save your payment details when you place your order. This will save you time on future orders. If you wish to change this information, please go to "My account / My payment details". Our website does not allow payment in instalments.
We do not store your bank details. Your payment is completely secure.
Your bank account will be debited as soon as your order has been validated.
If the payment method you have chosen does not work, please feel free to order again using another payment method.
If you still have problems, please contact our customer service department at hello@snapclimbing.com. Our team will be delighted to help you.
You can view your invoices in "My account/My orders". Simply click on the order in question and download your invoice in PDF format.
When your order is shipped, you will receive a email with your tracking number. You'll also find this information in 'My account/My orders'.
- In preparation - we're getting your order ready for dispatch.
- Sent - your package has been handed over to our carrier and delivery is in progress.
- Delivery - your parcel has arrived at the destination/delivery address.
Free delivery in France from 150€
There is an additional charge per order worldwide*.
*Fees include customs duties and logistics. Please note that you may be billed upon receipt of your package.
**In the UK (since Brexit): No French VAT on our site, UK VAT to be paid in the post on receipt of parcel.
Contact our customer service department at email or hello@snapclimbing.com and we'll do our utmost to find a solution as quickly as possible.
Returns
It may happen that you get the wrong size or color. Don't panic, you have 15 days to return the product(s).
Please contact us at hello@snapclimbing.com to manage your return process.
Products must be returned in perfect condition, with their labels and protective bag, otherwise they cannot be refunded or exchanged.
As we are still a small company based in Annecy in the Alps, returns outside France are at the customer's expense. Customs charges are also payable by the customer where applicable.
You will receive a email to inform you that the refund has been processed. Please allow 7-10 business days for us to process your return package.
A second life for your boxes: when you order from our website, you'll receive a fully recyclable box, or you can opt for RePack reusable packaging (France only).
