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FAQ

Delivery

- What are the delivery means ?

 For the moment, the order is delivered in a So Colissimo package, by La Poste.

- How do I know where my parcel is ?

Once your parcel has been shipped, you receive an email that will enable you to track your order via the website www.colissimo.fr

Return procedure

- If I have ordered the wrong size, can I return the item ?

Yes, you can ask us to exchange an article provided it has not been worn or used, in a delay of 30 days from the day you have received your parcel (16 days to inform us + 14 days to send us back the items – read the General terms and conditions of sale).

The price difference will either be debited or credited; it will depend on the price of the article chosen in exchange compared with the price of the article initially chosen. For any questions, you can get in touch with our customer service via an email sent to [email protected]. Please read our return procedure for more details.

Payment

- What are the means of payment?

You can pay your purchase by bank card (CB, VISA et MasterCard) and Paypal.

- My payment has been denied !

It is possible for you bank card to be refused. Several possible explanations :

  • Check that all the data you have given are correct and that they are filled in the right fields.
  • Check the expiry date of your card
  • Check the limit of the amount available on your card
  • For more information regarding the amount authorised with your card, contact directly your bank
  • Check that your bank has your correct eamail and mobile phone number so that they can send you the 3D Secure code

- Is my payment secured ?

The firm NORPROTEX delegates to BNP Paribas bank the use of cryptological means to secure the transactions in accordance with the law in force. The bank information is solely conveyed to BNP Paribas bank and are 128 bits SSL (Secure Socket Layer) encrypted. In no case has BNP Paribas bank knowledge of the customer’s bank number. The apparition of « https://... » in the address bar and of a pictogram at the bottom of the customer’s browser are the proofs accepted by the customer. Each payment by bank card is submitted to a request for authorisation to the customer’s bank. It is the latter that accepts or denies the payment transaction. BNP Paribas’s payment interface calls for the 3D Secure technology. It is a system worked out by the two bank card networks – Visa and MasterCard – to authenticate the bank cards’ holders and thus avoid any fraudulent use of the cards. In addition to the number, the expiry date and the card security code, with the 3D Secure system, the card holder must authenticate themselves on their bank’s interface to which they are automatically redirected, by filling in a code or personal information that their bank will have conveyed to them prior to that. Once authenticated, the holder will see their transaction accepted or denied by their bank. 

Order

- Can I cancel or modify an order ?

Unfortunately, you cannot cancel or modify an order once it has been validated from the website.

Therefore, don’t forget to check your basket carefully before you confirm your order. If your order has been validated and you wish to cancel or modify it, contact Longboard's customer service as soos as possible.

When will my order be shipped ?

Most orders are shipped within the 24 hours that follow your order. You will receive a confirmation email as soon as the order will have left our warehouse.

- How can I be informed that my order has been shipped ?

When your order leaves our warehouse, you are immediately informed by email. You can also check your order follow-up on the website in the section My account.  

My account

- Why do I need to create an account ? 

We need information to process your orders and communicate with you. This will also enable you to track your order and your parcel by logging to your account.

The whole information of your account will solely be used within the framework of our commercial relationship, this information is never shared with a third party or sold out. You can modify this information, or even ask that it be cancelled from our database on request to our customer service.

- I have lost my password !

If you can’t find your password, click on My account on the upper right hand of your screen, then click on «Forgot Your Password» in the section that appears on the right hand of your screen. Fill in your email address to receive an email with a link that will enable you to reset your password.

 

Contact us

If you haven’t found the answer to your question in the FAQ section, please use the sheet contact provided to this purpose to contact us by clicking here.

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