FAQ

Frequent questions/answers on RaidLight.com

Place an order

For a delivery in France, you can order all RaidLight products, material, textile and accessories. The entire collection of the current year is available for sale online, while stocks last. Be sure to select your country (top right of the site) to make sure you have the product information for your country of delivery.

The availability of a product is indicated in the product sheet after selecting a size (and a color for a textile product). If a product is displayed "unavailable", you will find 2 types of indications:
- "Unavailable": the product will not be restocked on the site. Ask the RaidLight retailers near you to know if the product is still available in store.
- "Notify me when the product is in stock": the product will be restocked and available soon on the site. In this case, you can ask to be alerted of this next availability. You will then be notified by e-mail of the availability of the product when it is back in stock.

1. Discover our catalogue and RaidLight products online.
2. Select the items you are interested in by adding them to the "basket".
3. When all the items you want have been added to your basket, click on "View my basket" (at the top right of the site).
4. Check the contents of your basket, choose your delivery method and click on "Continue my order".
5. Create a RaidLight account or identify yourself.
6. If you opt for delivery in Point Relais, then choose the Point-Relais where you can pick up your order.
7. Select the desired method of payment, accept the GCS and click on "Validate my order"
8. Make your payment via the secure Hipay or Paypal interface.

Unfortunately, we are not able to take orders by phone, e-mail, mail or fax. These have to be placed on the Internet for technical reasons.

We currently deliver to: Åland Islands, Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bouvet Island, Bulgaria, Czech Republic, Croatia, Cyprus, Denmark, Estonia, Faroe Islands, Finland, Georgia, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, France, Hungary, Iceland, Ireland, Italy, Isle of Man, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mayotte, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Reunion Island, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Switzerland, Svalbard and Jan Mayen, Turkey, Ukraine, United Kingdom, Vatican City State.

To follow the progress of an order in real time, go to the " My Orders" section of your secure " My Account" area. By clicking on the order number, you can access the details of your order and obtain delivery tracking information.

Order and delivery follow-up

To follow the progress of an order in real time, go to the " My Orders" section of your secure " My Account" area. By clicking on the order number, you can access the details of your order and obtain delivery tracking information.

From the registration of your order to its delivery, you will be notified by email of its follow-up: Order confirmation, shipping confirmation, and delivery confirmation if you have chosen in-store delivery. If you make a request to cancel your order, you will also be notified of the different steps related to its return: Cancellation confirmation, refund confirmation etc.

48 hours if you choose express home delivery, 3 to 5 days if you choose Point-Relay delivery, 3 to 5 days if you choose standard home delivery.

You can follow the progress of your order in real time from the " My Orders" section of your secure " My Account" area. A STATUS column shows you the status of your order and in particular whether it has already been "shipped". By clicking on the order number, you can then access the details of your order and obtain delivery tracking information.

If you are not present at the time of delivery, the carrier will leave a calling card indicating where you can pick up your package, or will contact you directly from the telephone information you have provided.

Whichever delivery method you choose, the postman or the chosen Relay Point will ask you to sign for your order when you receive it.

If by mistake you received a product that was not the one you ordered, please contact our customer service. We will provide you with a return number as well as the procedure to follow to return the product(s) not corresponding to your order. In this case, we will send you by email a prepaid label, to be stuck on your parcel, corresponding to the return costs. You can choose to be reimbursed.

If by mistake you receive a faulty product, please contact our customer service. We will provide you with a return number as well as the procedure to follow to return the product(s) not corresponding to your order. In this case, we will send you by email a prepaid label, to be stuck on your package, corresponding to the return costs. Upon receipt of your package, we will check the returned product(s) and reimburse you if it is indeed a quality problem.

If you choose the delivery in Point Relais, your order will be delivered by DPD. If you choose home delivery, your order will be delivered by UPS or La Poste (colissimo).

Returns

It is not possible to modify an order validated on our site. However, you can make a request for cancellation of the order to our customer service and obtain a refund.

As soon as you validate your order, it is automatically sent to the logistics centre to be prepared and shipped. It is therefore impossible to change the place of delivery of an order already placed. On the other hand, you can make a request to cancel the order and obtain a refund.

Here is the procedure to follow to return a product:

FRANCE:
1. Please note that you have 30 days from receipt of your order to make your return request and return the products to us.
2. Click on "My Orders" > View Order > Return.
3. Follow the steps by selecting the item(s) you wish to return; once you have completed your return request, you will be given a return number, which will also be confirmed by e-mail. The status of your return will be pending, you can view all your returns in your customer account.
4. Once your request has been approved, our customer service team will send you a pre-paid return label and you will need to return the product(s). The order must be returned within 30 days from the date of receipt of your order. You do not have to pay anything.
5. Upon receipt of your return, we will refund the amount of the returned product(s). You will be refunded using the same payment method you chose when you placed your order (Paypal, credit card, loyalty points...).

SWITZERLAND:
1. Attention, you have 30 days from receipt of your order to make your return request and return the products to us.
2. Click on "My Orders" > View Order > Return.
3. Follow the steps by selecting the item(s) you wish to return; once you have completed your return request, you will be given a return number, which will also be confirmed by e-mail. The status of your return will be pending, you can view all your returns in your customer account.
4. Once your request has been approved, our customer service team will provide you with the address to return the product(s). The order must be returned within 30 days from the date of receipt of your order.
5. Upon receipt of your return, we will refund the amount of the product(s) returned. You will be refunded using the same payment method you chose when you placed your order (Paypal, credit card, loyalty points...).

Returning a product is free of charge for France.

For Switzerland, returning a product is at your expense, you are free to choose the carrier of your choice.

It is possible to return items purchased on special offer.

No, exchange in the shop is not possible for an order placed on the site.

To follow the progress of a return in real time, go to the "My Returns" section of your secure "My Account " area. You will find details of your returns requests and their status, as well as the list of corresponding credit notes and refunds. By clicking on the return number, you can access the details of your return request and obtain return tracking information. As soon as the returned products are received and checked by our teams, we proceed to your refund.

Here are the different statuses of returns:
- Awaiting receipt: Your return request has been taken into account, our logistics teams are waiting for the returned product(s) for validation of the refund.
- In progress.
- Refunded.

Your refund will be made within a maximum of 14 days from the date of receipt by us of the returned product(s).

In accordance with the Consumer Code, you have the right to withdraw from the purchase of products purchased on the Site, with the exception of personalised products, within thirty (30) calendar days following receipt of the products. To exercise this right of withdrawal and for any request for return, please contact our customer service before the expiry of this period. We will provide you with a return number as well as the procedure to follow to return your products. Without this, we will unfortunately not be able to process your request and our teams will not be able to receive your products. Regardless of the method of delivery chosen (home or store), if you exercise your right of withdrawal, you must return the product(s) to us within thirty (30) days at the latest from the day you informed our customer service. Upon receipt of your package, we will proceed to the verification of the returned product(s) and the refund. Important : This right of retraction is excluded for any personalized product, i.e. any product adapted or modified in an irreversible way and in particular any product pierced and assembled according to the specifications transmitted at the time of placing the order.

Loyalty program

Each purchase on the RaidLight site allows you to accumulate 5% of the amount including all taxes of your order in the form of a fidelity jackpot valid one year. The amount in euros available in this fidelity jackpot is usable during one year, for any future order and without minimum amount of purchase.