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FREQUENTLY ASKED QUESTIONS

My order

How do I search the www.kickers.com website?

There are several ways of browsing our website. You can, first of all, type key words in our search bar to view all relevant items. For a more specific search, select the criteria of your choice shown on the left of our page (the shoe design, size, price range, etc.), once your are on a category page, such as Women Shoes.

How do I place an order?

To place an order on Kickers, you just need to go to the product page of the item you want. After you've chosen the size and colour, click on “Add to cart”. The product is then automatically added to your cart, which you can see at the top right of the website. You can then continue shopping on our website or finalise your order. To place an order, go to your cart, check the contents and then click on “Order”.

Has my order been registered?

After paying your purchase on our website, you will receive a confirmation email at the address you previously entered in your Customer Account. This email summarises all the details about your order, such as the order number, the products and the estimated delivery date. If you don't receive this email, an issue probably occured during the payment phase, meaning your order has not been registered and your bank account will not be debited.

You can also view your order history through your personal space. All the products that you've ordered are listed and their delivery status is shown (being processed, currently being delivered, delivered, etc.).

How many days will it take for my parcel to arrive?

The shipping time depends on the chosen shipping method. For a standard UPS shipping, you will receive your parcel within 48 to 72 hours after it was shipped. In the case of an UPS Access Point shipping method, the parcel will be receveid within 72 to 96 hours to a pick-up point that you will have chosen.

Are the products I have added to my cart saved?

You can add a pair of shoes to your cart and finalise your order later. Kickers.com saves your selection for several days. However, this list is only accessible if you're browsing with the same IP address. This selection disappears after a few days unfortunately. Kickers.com does have a wish list feature however! In short, this wish list saves your favourite Kickers shoes permanently, you just need to log in to your personal account to get access to it. The shoes you add to this wish list aren't reserved for you. Don't wait too long before placing your order if you don't want your favourite pair to run out of stock.

How can I track my parcel?

There are two ways of tracking your parcel. You can either click on the tracking number in the order confirmation email we sent you or you can access it via your personal space in the “Order Tracking” section. In both cases, you will be automatically redirected towards the UPS website which will tell you what stage your parcel delivery is at.

Delivery

What shipping methods are available to me?

There are two shipping methods available to you on the order placement page:

  •         Standard Home Delivery by UPS: from 2 to 3 business days at 4,95€
  •         Standard Delivery by UPS at Access Point : from 3 to 4 business days at 3,95€

Can I receive deliveries abroad?

Yes, we deliver all around the Euro Zone by UPS.

Do I need to be at home to receive my order?

You do not have to be present at the delivery address you have specified at the time of delivery. In fact, no signature is needed and if you aren't home, the delivery person will put the parcel in the letterbox. In instances where the parcel is too big, a delivery note will be left telling you to come and pick up your parcel from the post office branch indicated.

I haven't received my parcel yet, is that normal?

Thanks to the tracking service, you can find out how far your parcel has got in the delivery process at any time. If it is marked as “currently being delivered” and the fixed delivery date has not been exceeded, we advise you to wait for a few days.

If the delivery date has passed however, we would encourage you to contact our Customer Service at the following address:

Kickers.com

Customer Service

51 avenue du Maréchal Leclerc

49300 Cholet

FRANCE

contact@kickers.com

Tel: +33 (0)800 805 002

Payment

What payment methods are allowed?

There are two different ways to pay on our kickers.com website: by bank card or Paypal account.

The following bank cards are accepted: Mastercard, Visa and Carte Bleue. For any other provider, you need to go through the Paypal payment solution.

If you do not yet have a Paypal account, a link to their secure website will be suggested to you.

Is the payment secure?

Pay securely on our website. Kickers.com ensures optimal protection of your information thanks to the SSL (Secure Sockets Layer) protocol which protects and encrypts your bank data. We do not keep any of the information received during your payment.

How can I get a receipt for my purchase?

An invoice for your order is available on your personal space in the “Your Invoice” section. In this section, you will find your document in a downloadable, printable PDF format.

Is VAT included in the price that is shown?

All prices on our website are shown as “incl. VAT”, so they include the current French VAT rate.

Returns and refunds

How do I return an item I am not happy with?

If your product doesn't suit you, kickers.com offers you a completely free returns service.

To return it, log in to your customer space to access and fill out a returns form. Once it has been filled out, you will automatically receive a confirmation email containing a label to stick onto the parcel.

For a detailed description of the procedure, go to our Free Returns section.

Can I exchange an item?

You can only exchange items in certain cases. The product has to be considered defective (“My product is defective, what should I do?”) and you must have bought this product outside a private sale. You will then be able to exchange your products for an identical product within the limits of available stocks or for a similar model if this is not possible.

How much time do I have to return my order?

You have 15 days after receipt of your parcel to return your product. After that, your return request will not be validated by our after-sales team.

My product is defective, what should I do?

If your products are defective, the kickers.com team would like to apologise.

We obviously offer returns and refunds but it is also possible to exchange it. You just need to follow the standard returns process described on your customer space, and specify the circumstances when selecting the reason for returning the product. Then attach a photo of your shoes clearly showing the defect.

For more information, go to our Free Returns section.

When will I get my refund?

After sending off your parcel, you will be reimbursed within seven days of its receipt at the warehouse. If this is not the case, please feel free to contact our Customer Service.

How much does it cost to return my item?

Returns are free on kickers.com. So you won't have to pay any fees and you will be refunded very quickly.

Services

What's a wish list and how do I use it?

The wish list is a service offered by our website to help you save all your favourite products. You can access it at any time by clicking on the “Wish List” button at the top of your screen.

If you want this selection to be kept indefinitely, make sure you log in to avoid it disappearing after a few days.

How can I add products to a wish list?

To add something, click on the “Add to my wish list” button on the product page of the item you want to save.

What is the Store Locator and how do I use it?

The Store Locator is a service that lists all the stores that distribute the Kickers brand.  A geolocation system was set up to help you find the closest store to you. You have two options: you can either use the localisation service or enter the address of your choice. This makes it easy to quickly find out where to buy your shoes.

My account

How do I create my personal space?

Creating a personal account on kickers.com has many benefits.

To find out how to create your account, we suggest you go to the question “How do I create my personal account?” in our “My Account section.

How do I edit my personal details?

To change your contact details, go to the “Personal Information” section of your account. If you want to change your password, you will be asked to enter your old one for confirmation.

I have forgotten my password, what should I do?

If you forget your password, you can create a new one by clicking on “My Account” at the top right of the page. A “Forgotten your password?” link will appear. Click on it and you will get an email to reset your password.

How do I manage my newsletters?

If you want to subscribe to our newsletter, you have three options. There is a registration sidebar on the website's home page as well as in “My Account”. A pop-up window may also appear on your screen to suggest registration.

If, on the other hand, you no longer want to receive information from us, you can go to the “Unsubscribe from the newsletter” option at the bottom of the mail or via your personal space.

Customer service

How can I contact customer support?

If you have a question or a claim, please contact our Customer Service which is available from Monday to Friday (except on bank holidays) from 9 am to 12:30 am and from 2 pm to 5.00 pm.

Kickers.com

Customer service

51 avenue du Maréchal Leclerc

49300 Cholet

FRANCE

contact@kickers.com

Tel: +33 (0)800 805 002

Partnership

I would like to become a partner of your kickers.com site. Who should I contact?

For any partnership requests with kickers.com, please contact our Customer Service.

Our kickers.com network

Where can I find a kickers.com store or partner store?

This is what our Store Locator service is for. This service works in two different ways: either by geolocating your position or by asking you to enter a specific address. It then identifies the stores that are near to the position indicated.

 

 


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