Need some help ?
Client account
A ‘client account’ can be created easily with SNAP:
- click on the tab ‘account’ on the right hand side of the top of the homepage ‘shop’
- enter your address email on the page personal id
- fill in all the information asked for and validate
Login to my account SNAP
- click on the tab ‘account’ on the right hand side of the top of the homepage ‘shop’
- enter your email address and password then click ok
To receive the SNAP newsletter
In order to get the newsletter you simply subscribe via the form at the foot of the homepage on the SNAP website.
If initially you do not receive the newsletter please check your ‘trash’ or add the address ‘hello@snapclimbing.com’ to your address book.
Should you no longer wish to receive our newsletter simply click on the link ‘unsubscribe’ at the bottom of the newsletter.
Manage my delivery address
You can save your delivery address in order to save time for repeat orders.
My password and personal details
Should you want to change your password go into ‘My Account/My details’
Here you can also make changes to your personal details.
Password forgotten
Impossible to remember your password? Click on the tab ‘Account’ on the homepage (top right hand side), enter you email address and click on ‘password forgotten’. You will be sent and email enabling you to reset your password.
Protection of your personal details
For all information concerning the protection of your personal details please click here.
Remove my client account
You wish to remove your account with us? Please send an email to ‘hello@snapclimbing.com’.
Please note that in doing so your will loose all your order history.
Order in ‘shopping basket’
Any articles added to your ‘shopping basket’ will remain there for 45 minutes. After they delay they may be offered to other clients. SNAP cannot guarantee that they will be available after they delay.
Changing your order
You can change your orders long as your ‘shopping basket’ has not been validated. So you can add or withdraw articles in it.
Cancelling your order
Should you wish to cancel your order you must return any articles within a delay of 15 days, once you have received your order.
Confirming your order
Your order is confirmed once it appears in ‘My account/My orders’.
You will receive an email giving the order number and a recap of the products ordered.
Payment terms
Payment options:
- Credit card (Mastercard, Visa, Maestro, American Express)
- Paypal
If you wish you can save your payment information when you order. In this way you can save time at future orders. Should you wish to modify this information please go to ‘My account/ My payment details. Our website does not permit staggered payments.
Secure payment
We do not retain your bank details. Your payment is fully secure.
Debiting your bank account
Your bank account will be debited once your order has been validated.
Payment refused
Should your chosen payment method be unsuccessful, do not hesitate to order again using another payment method.
Should you still be unsuccessful please do not hesitate to contact our Client Service on ‘hello@snapclimbing.com’. Our team will be happy to help you.
My bills
Your bills can be seen in ‘My account/My orders’. You can simply click on the order in questionn and download your bill in a PDF format.
Country, method, delays and delivery charges
When your order is dispatched you will receive an email indicating your tracking number. This information you can also find in ‘My account/My orders’.
- In preparation – we are getting your order ready for dispatching.
- Sent – your parcel has been handed over to our transporter and the delivery is underway.
- Delivery – your parcel has arrived at destination/delivery address.
Free shipping in France from 150€
There is an additional fee per order worldwide*
*The fee includes the customs duties, and the logistics, notice that you could be charged at reception of your parcel.
**In the UK (since Brexit) : No French VAT on our website, English VAT to pay to the courrier while receiving the parcel
Lost package
Please contact our Customer Service by email at ‘hello@snapclimbing.com’ and we will do everything to find a solution as quickly as possible.
How to return a product
Getting the wrong size or colour can happen, don’t panic, you have 15 days to return the product(s). Since we’re still a small company based in Annecy in the Alps, the returns outside of France have to be at the expense of the customer. The customs fees are also at the expense of the customer if applicable.
Please note: products must be returned in perfect condition, with their labels and their protective polybag, otherwise they cannot be refunded or exchanged.
Refund delays
You will receive an email to notify you when the refund has been processed. Please allow approximately 7-10 working days for us to process your return package.
Reuse, recycle
A second life for your boxes: when you order on our website, you receive a fully recyclable box, or you can opt for RePack reusable packaging (in France only).