Shipping & Return

- Standard Delivery: 25 €. Available from € 200.

OTHER QUESTIONS OR DOUBTS?

If you have questions about delivery and returns, please read our FAQ -. FREQUENTLY ASKED QUESTIONS

And if you still have not found what you are looking for, feel free to contact our customer service .

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I want to change my order: how to ?

It is not possible to modify an order placed on our site. However, you can https://verticalmountain.com/pages/politique-de-livraison-et-retour a request for cancellation of the order to our customer service and get a refund.

Can I change my shipping address after my order has been sent?

Once you submit your order, it is automatically sent to the logistics center to be prepared and shipped. It is impossible to change the place of delivery of an existing order. However, you can apply for cancellation of the order and get a refund.

What is the procedure to return one or more items?

Here are the steps to follow to return a product:

FRANCE:

1. Please note, you have 30 days from receipt of your order to your request for return and return the products.
2. Click on "My orders" & gt; See the & gt; Back.
3. Follow the steps for selecting the item (s) (s) you wish to return; Once you have completed your return request, a return number will be assigned, which will be confirmed by email. The status of your return will be on hold, you can view all your returns in your account.
4. Once your application is approved, our team of customer service will send you a prepaid shipping label and you must return the / product (s). The order must be returned in a time of 30 days from the day of receipt of your order. You have nothing to pay.
5. Upon receipt of your return, we will refund the amount of / product (s) returned (s). You will be refunded by the same payment method chosen when ordering (Paypal, card, loyalty points ...).

   SWITZERLAND:

   1. Please note, you have 30 days from receipt of your order to your request for return and return the products.
   2. Click on "My orders" & gt; See the & gt; Back.
   3. Follow the steps for selecting the item (s) (s) you wish to return; Once you have completed your return request, a return number will be assigned, which will be confirmed by email. The status of your return will be on hold, you can view all your returns in your account.
   4. Once your application is approved, our customer care team will communicate the address where the return / product (s). The order must be returned in a time of 30 days from the day of receipt of your order.
   5. Upon receipt of your return, we will refund the amount of / product (s) returned (s). You will be refunded by the same payment method chosen when ordering (Paypal, card, loyalty points ...).

      Do I pay the postage back?

      Returning a product is free for France.

      For Switzerland, the returns of a product is dependent on you, you are free to choose the carrier of your choice.

      You can return items purchased on promotion.

      Is shop in exchange possible?

      No, the exchange store is not possible for an order placed on the website.

      How can I track my return?

      To follow in real time the evolution of a return, go to the "My returns" secure your space "My Account". You will find details of your requests for returns and their status, and the list of assets and corresponding refunds. By clicking on the return number, you can access the details of your request and get back the return of tracking information. When returned products are received and checked by our teams, we process your refund.

      Here are the different statuses back:

      • Pending receipt: Your return request has been taken into account, our logistics teams are waiting for the product (s) returned (s) for approval of reimbursement .
      • Ongoing.
      • Back Guarantee.

        How long does it take to get my refund?

        Your refund will be within a maximum of 14 days from the date of receipt by us of the returned products.

        I want to cancel my order: how to ?

        According to the Consumer Code, you have a right of withdrawal of the products purchased on the Site except for customized products, within thirty (30) calendar days of receipt of goods. To exercise this right of withdrawal and for any return request, please contact our customer service before expiry of that period. We'll show you a return number and the procedure to follow to return your products. Without this, we can unfortunately not process your request and our team will not receive your products. Whatever the delivery method chosen (home or store), in case of exercise of the right of withdrawal, you must send us the product (s) (s) at the latest within thirty (30) days the date on which you notified our customer service. Upon receipt of your package, we will proceed with the verification of the returned goods and repayment. Important: This right of withdrawal is excluded for any custom product, that is to say any suitable product or irreversibly altered, including any product drilled and mounted according to the specifications transmitted when placing order.

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        * indicative time limit from the date of shipment of the order.

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