A question about Snow Emotion and the services?
Snow Emotion, c’est le magasin haut de gamme de Paris spécialisé dans le ski à Paris. Indépendant, personnel spécialiste c’est la boutique incontournable pour s’équiper pour les sports d’hiver dans les meilleures conditions. Retrouvez nous au 55, avenue de la Grande Armée à 5min de l’Arc de Triomphe et des Champs Elysées.
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What is the availability of the items published on the site?
All items offered for sale on our e-shop snowemotion.com are available. If you wish to order a large quantity of an item, we invite you to contact Customer Service by phone or email or via the chat button at the bottom right.
Are the colors of the items on the site accurate?
Each item is photographed by our suppliers with the aim of showcasing the detail and quality. Therefore, colors may vary from one computer to another and from one brand to another. If you would like additional photos of the products, do not hesitate to contact us by phone or via the chat (button at the bottom right), we will provide you with as much information as possible.
How to navigate optimally on snowemotion.com?
To make your experience on snowemotion.com as pleasant as possible, we recommend using the latest version of your browser. If you visit our site from an older version, we cannot guarantee that you will be able to enjoy all its features. Note that your browser must accept cookies and be SSL compatible..
Order
How to get assistance to place my order?
We invite you to contact our Customer Service as soon as possible by telephone or by e-mail via the “Contact us” section.
How do I change the order I just placed?
We invite you to contact our Customer Service as soon as possible by telephone or by e-mail via the “Contact us” section.
I just placed an order but I still haven’t received a confirmation.
Your order confirmation may be sent a few minutes after placing your order. Also remember to check that there are no typing errors in your email address and also your “Spam” box, where the email could slip depending on your email settings. If you have not received an email, please contact Customer Service.
Gift
Can the items I ordered be gift wrapped?
You have the option to request gift wrapping when summarizing your order. All our items can benefit from gift wrapping except skis, poles, ski boots and bicycles.
Can I receive a Snow Emotion bag (zipped non-woven PP or cotton totebag)?
We have made the decision not to include in online orders with delivery the bags that we distribute in store. This initiative contributes significantly to reducing our environmental impact.
Can I use a gift card purchased in store on snowemotion.com?
Snow Emotion gift cards purchased in store cannot be used on the internet. In fact, we distribute physical metal gift cards and their restitution upon purchase is not always true. However, virtual gift cards can be used on our website SnowEmotion.com
Can I include a personalized message with my gift order?
It is possible to include an accompanying card when ordering by choosing the “add an accompanying card” option at the delivery stage. You can enter a message or request a blank card that you can personalize yourself.
Can I attach an invoice without a price to my gift order?
It is not possible to obtain an invoice without a price. However, we can provide a receipt without details and without a price, simply check the “Exchange voucher” box at the delivery stage. The original invoice with price will also be downloadable directly from your customer account. The original paper invoice can be sent to you upon request from our Customer Service.
Delivery
What are the shipping fees ?
Shipping costs are automatically calculated by our system based on the weight and size of the items. You may also find promotional codes for free shipping at certain times of the year.
What are the delivery times ?
Delivery in mainland France and Monaco
Colissimo: Between 1 and 2 working days if the order is validated and placed before 11 a.m. on a working day. Working days for deliveries provided by Colissimo include Monday to Friday, excluding public holidays.
Express: The carriers used may be UPS, Fedex, TNT and Chronopost depending on their announced delivery times. Between 1 and 2 working days if the order is validated and placed before 1 p.m. on a working day. Working days for deliveries provided by the Express service include Monday to Friday, excluding public holidays.
Delivery in EU and Schengen area countries
Colissimo: Between 3 and 5 working days if the order is validated and placed before 11 a.m. on a working day. Working days for deliveries provided by Colissimo include Monday to Friday, excluding public holidays.
Express: The carriers used may be UPS, Fedex, TNT and Chronopost depending on their announced deadlines. Between 1 and 3 working days if the order is validated and placed before 1 p.m. on a working day. Working days for deliveries provided by the Express service include Monday to Friday, excluding public holidays.
Delivery to European countries outside the EU and/or the Schengen area
Colissimo: Between 4 and 7 working days if the order is validated and placed before 11 a.m. on a working day. Working days for deliveries provided by Colissimo include Monday to Friday, excluding public holidays.
Express: The carriers used can be UPS, Fedex, TNT and Chronopost depending on their announced deadlines. Between 3 and 5 working days if the order is validated and placed before 1 p.m. on a working day. Working days, for deliveries provided by the Express service include Monday to Friday, excluding public holidays.
Delivery in North America
Colissimo: Between 5 and 8 working days if the order is validated and placed before 11 a.m. on a working day. Working days, for deliveries provided by Colissimo include Monday to Friday, excluding public holidays.
Express: The carriers used can be UPS, Fedex, TNT and Chronopost depending on their announced deadlines. Between 3 and 5 working days if the order is validated and placed before 1 p.m. on a working day. Business days for deliveries provided by the Express service include Monday to Friday, excluding public holidays.
Delivery to the rest of the world
Colissimo: Between 10 and 15 business days if the order is validated and placed before 11 a.m. on a business day. Business days for deliveries provided by Colissimo include Monday to Friday, excluding public holidays.
Express: The carriers used may be UPS, Fedex, TNT and Chronopost depending on their announced deadlines. Between 5 and 7 business days if the order is validated and placed before 1 p.m. on a business day. Business days for deliveries provided by the Express service include Monday to Friday, excluding public holidays.
The delivery times for the services announced are given for information purposes only and depend on our carriers. We cannot be blamed for delays beyond our control.
How do I track the delivery of my order?
If you have provided a valid email address, you will receive an email notification from the carrier. You can track your order by going to the “your account” section, at the top right of the snowemotion.com website. Log in and then access the tracking of your orders via the menu. If you have any questions, our Customer Service can be reached by phone or by email via the “Contact us” section.
Where can I have my order delivered?
Items purchased on snowemotion.com can be delivered anywhere in the world except for a few rare exceptions, such as North Korea, the Russian Federation… Please contact Customer Service if you have any doubts.
Can you deliver to my hotel?
Yes, to do this, please enter the name of the hotel in the “company” field when entering your delivery address. Remember to indicate the dates of your stay in the “additional information” field so that Customer Service can ensure that we are able to deliver to you within the allotted time. If this is not the case, we will contact you to notify you.
If your hotel is in Paris, you also have the option of requesting delivery by courier, to do this, choose the correct delivery option when confirming your order.
Pick up in store
Can I pick up my order in store?
You can pick up the products ordered on the snowemotion.com website in store. This service is only available in Paris and for certain products when choosing the delivery method when ordering. You will receive an email to confirm that your order is ready in store. You will then have 21 days to pick it up. To pick up your order, please introduce yourself to the sales staff when you arrive at the store. You must have the following items on hand: – the email confirming the availability of your order (printed or on your phone screen) – elements confirming your identity.
Can I designate someone else to collect my order?
When ordering, you can designate another person to collect your products in store. Please indicate their first and last name in the comments field at the time of the purchase tunnel and forward them the email informing you of the availability in store which will allow them to collect your order. You can also send us a message via your personal space by selecting your order to inform us of the person who will come to collect your products.
When will my order be available in store?
You will receive an email to confirm that your order is “Ready” in store. You will then have 21 days to collect it.
Payment
What payment methods are accepted on SnowEmotion.com?
Payment for your purchases is made by credit card or bank card: Visa®, MasterCard®, American Express®, Maestro®, JCB®. You will need to indicate your credit card or bank card number as well as its expiration date and the cryptogram on the page provided for this purpose.
Payments by transfer are also authorized IBAN: FR76 1820 6002 4565 0438 5366 439. You have a period of 2 days from November to March and 4 days from March to October to make your transfer, beyond which we will be obliged to cancel your order.
Is my payment secure on SnowEmotion.com?
All transactions made on the SnowEmotion.com website are secure. The presence of a padlock next to the address of the page starting with “https” indicates that you are in a secure environment (SSL certificate).
Thanks to the 3DSecure system, the security of payments made with Visa® and Mastercard® cards is reinforced by the “Verified by Visa®” and “MasterCard® SecureCode” payment methods. You will find more information on the 3DSecure system under “What is 3DSecure? How can I pay with this system?”.
In addition, Snow Emotion has implemented security measures to protect the personal information you provide against unauthorized access and use. Please note, however, that data transmission over the Internet is never 100% secure and that any information communicated online can potentially be collected and used by people other than those to whom it was intended.
Do you accept international payment cards?
We accept international credit cards, however when placing your order you must enter your international billing address which is linked to your credit card.
Can I order using a bank card that is not mine?
Yes, you can order with a credit card that is not yours. However, you will always have a 3D Secure security lock to secure the payment and protect the cardholder.
When will I be charged?
Cards are not charged until the order is validated. However, a portion of the amount may appear as reserved as soon as the order is placed.
Returns and exchanges
How to return or exchange an item purchased on SnowEmotion.com?
You have the possibility to return, for a request for exchange or refund, any product ordered on the SnowEmotion.com website within fourteen (14) calendar days of the delivery date.
Returned products must be accompanied by their purchase invoice or a copy in the event of a partial return.
The return of a product, in the event of an exchange or error on our part or with a request for a credit note is offered by simply asking us for a shipping slip. In the case of a simple return
HOW TO MAKE YOUR RETURN?
Log in to your account and click on “History of your orders”. Select the order concerned and click on “Create a new after-sales service”.
Follow the instructions which will allow you to:
– choose the items to return as well as the reason for your return
– leave us a personalized message
As soon as you have validated your return request, we will get back to you to send you either a return label or give you personalized instructions.
In the event that you return the products by your own means, it is your responsibility to prove that the goods have been returned and to return them by an approved carrier of your choice who will provide proof of shipping and delivery. As the cost of returning the goods is your responsibility, Snow Emotion is not responsible for items returned to SnowEmotion.com that have been lost, misdirected or delivered late by a carrier of your choice. It is your responsibility to assume all risks for these returns, as well as the expenses, insurance and transport costs associated with these returns.
Can I return or exchange an item in store?
Products purchased online can be exchanged within thirty (14) calendar days from the delivery date.
Snow Emotion does not offer refunds for products purchased on the snowemotion.com website in store.
How soon will I be reimbursed?
We strive to process refunds as quickly as possible. Your refund will be processed within 15 business days of receipt of your return at our warehouse.
What address should I return my package to?
You must return the package directly to the Paris store.
Snow Emotion
55, avenue de la Grande Armée
75116 PARIS
Account creation
Why create an account on SnowEmotion.com?
Access your data at any time, on all your devices:
– Access your shopping cart
– Manage your address book
– Request a return or exchange for an order
– Access your order history and download associated invoices
– Manage your newsletter subscription
– Manage your after-sales service
– Update your personal data
Mot de passe oublié
I lost my password, how do I log in to my account?
Click on “Account” at the top right of the SnowEmotion.com page, then on “Forgotten your password?”. After entering the email address associated with your account, an email will be sent to you allowing you to reset your password.
I am a store customer and I would like to access my space but I don’t have a password?
If you are a new store customer, you have the option to leave us your email address. In this case, you will receive a welcome email at Snow Emotion. On SnowEmotion.com, click on “forgotten password” and enter the email address you left us in order to reset your password and access your space.
You also have the option to call us directly in store at +33 (0) 1 53 81 73 07 if you need assistance.
Settings and Cancellations
How to make changes or delete my customer account on SnowEmotion.com
Simply log in to your account and, by navigating through the menu:
– change the email address associated with your account and/or your password
– edit or delete saved addresses
– manage your subscriptions to our newsletter…
To delete your SnowEmotion.com account, please contact Customer Service by phone or by email via the “Contact us” section.
Customizing ski boots
Make an appointment
Book your session directly by clicking here
For more information on bootfitting or customizing ski boots, you can go to the page Bootfitting
You can also contact us by phone at 0153817307
Bootfitting at home
We offer the service of customizing your shoes at home. The intervention area is limited to Paris and the inner suburbs of Hauts-de-Seine.
A single price of €2,500 including:
Custom-made soles
Shoes adapted to your practice and your morphology
All the necessary deformations throughout the life of the shoe
5 pairs of socks
a carrying bag
Book your session at home by clicking here
Is it necessary to make an appointment?
We strongly advise you to make an appointment on our module by clicking here
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Indeed, there is a maximum number of places in store and a limited number of Bootfitters who only take care of one person at a time in order to guarantee real quality work.
You can always come to the store to discover the technologies and discover the processes that we implement.
If however a bootfitter and a slot are available, we are ready to take care of you immediately.
How much does a bootfitting session cost?
It all depends on your level, your program and what you are looking for.
For a complete boot, the price can vary for a man between €600 and €1400 and for a woman between €500 and €1300
The prices listed on the page in ski boots of SnowEmotion.com are the prices charged in store including the thermoforming of the liner and the shell.
You often have to add the price of an insole (€100 to €350) and for those who want them, accessories such as shoe bags, socks, shoe dryers, etc.
Need more information about ski boot customization?
en Visit the dedicated page here
You can also contact customer service at 0153817307 or ask your questions on the chat, button at the bottom right.
The ski and snowboard repair shop at the store.
What services do you offer?
Our workshop offers a full range of services to meet all your needs:
Edge sharpening and tuning:
Benefit from precise sharpening for better grip on hard and icy snow.
Personalized adjustment according to your skiing style and snow conditions
Sole filling and repair:
Repair of large scratches and impacts for a smooth and snag-free glide.
Application of high-quality materials to guarantee the durability of the repair
Professional waxing:
Hot waxing with products adapted to specific climatic conditions
Application of ecological wax for environmentally friendly maintenance
Thermobag waxing for deep penetration of the sole
Mounting and adjusting the bindings:
Installation and adjustment of the bindings for optimum safety
Check and adjustment according to your needs and level of practice
Complete overhaul:
Careful inspection of all the elements of your skis or snowboard to detect and correct any potential problems.
Personalized advice for the regular maintenance of your equipment.
Is your workshop in your Paris store?
Yes, our repair shop is integrated into the store, which allows for quick and damage-free processing of your equipment.
What are the prices ?
You can discover our prices on the dedicated page by clicking here
What are the holdups ?
The delivery expected time during the ski season (from November to March) is 1 week.
We also offer the express option in 1 or 2 days (20 and 30€).
Quel type de matériel vous entretenir
Anything that slides on snow: Skis, snowboards, monoskis, skwals, scooters, snowscouts, etc…
Newsletters – emails
Why subscribe to our newsletter ?
The Snow Emotion newsletter allows you to be easily informed of the latest news: events, arrivals of collections, sales or new products. We are committed to keeping the sending frequency low, and not sharing your email address with third parties.
How to subscribe to our newsletter?
You can subscribe to the newsletter on the site SnowEmmotion.com by entering your email address in the field provided for this purpose at the bottom of the page, then click on “Subscribe”. If you have a SnowEmotion.com account, you can also manage your newsletter subscription in the section of your customer account.
How can I stop receiving communications from Snow Emotion?
You can unsubscribe at any time, simply and directly:
– By managing your newsletter subscription in your SnowEmotion.com account;
– By clicking on the “unsubscribe” link contained in each advertising email that we send you;
– By contacting our Customer Service by email, whose contact details appear on our site, in the “Contact us” section.
Your request may take a few days to become fully effective, which means that you may still receive communications in the days following your unsubscribe request.
Cookies
Do I have to accept cookies to be able to order on SnowEmotion.com?
Snow Emotion uses cookies that are strictly necessary for the online ordering service on the site SnowEmotion.com, and to measure the activity of the site to make your experience as pleasant as possible. Most browsers are configured to accept cookies, but if yours is not, you can change this setting in the “preferences” menu.
What cookies are used?
A cookie is a small text file saved on your computer, tablet or mobile phone and which allows data to be recorded and tracked concerning your use of the website.
Two types of cookies are present on our site:
– cookies strictly necessary for the operation of the site, which allow you to use the main features of SnowEmotion.com such as storing your selection of products in your basket. These cookies facilitate navigation and are necessary to make online purchases.
– third-party cookies, in particular statistical analysis cookies which collect browsing information on our site, allow us to improve your user experience and adapt our services to your preferences. Advertising cookies aim to personalize and/or improve content and navigation by offering you services that may interest you on other websites.
How do I manage my cookie preferences?
All information collected is anonymous. You can deactivate and/or delete cookies from your computer, tablet or mobile at any time, or by deleting cookies from your browsing history. We recommend that you do not deactivate cookies that are strictly necessary for the operation of the site because this would prevent you from ordering online and benefiting from the services of the site SnowEmotion.com.
In order to manage cookies as closely as possible to your expectations, we invite you to configure your browser taking into account the purpose of the cookies. To consult the instructions relating to the management and deletion of cookies, please refer to the relevant section.
Data Protection and Security
Is the SnowEmotion.com server secure?
Snow Emotion has implemented security measures to protect the personal information you provide against unauthorized access and use. Please be aware, however, that the transmission of data over the Internet is never 100% secure and that any information communicated online can potentially be collected and used by people other than those for whom it was intended.
How can I exercise these rights over my personal data?
In accordance with applicable regulations, you have the right to request access, rectification, erasure and portability of your personal data, to restrict their processing or to object to them.
Please note that your rights only apply to your own personal data. For example, you will not be able to request access to someone else’s data. Therefore, if you exercise one of the rights mentioned above, you will be asked, on the one hand, to let us know which right you wish to exercise and, on the other hand, to provide us with certain information so that we can identify you (for example: copy of an identity card, passport or other legally recognized identity document). These measures will allow us to process your request while protecting you against fraudulent requests from third parties and in compliance with the regulations.
When you request access, rectification or deletion of your data, for example, we will provide you with the requested information as soon as possible after receiving your request, but not more than two months. This period may be longer if your request is complex or occurs in a context that justifies such an extension. We will inform you if this should be the case.
We will comply with your requests to the extent required by law; in certain cases, we may be legally required or authorized to retain your data. In such a case, we will inform you.
To exercise your rights, you can contact our Customer Service whose contact details appear on our site, in the “Contact us” section.
Bootfitting session booking module
Une question ? |