FAQ – TheFootShake

FAQ

Delivery

What are the delivery costs?

In Metropolitan France :

Pick up at Mondial Relay collection points: 1.99€ or free of charge from 40€ of purchase (delivery in 3 to 7 working days*).

Home delivery with GLS : 3.99€ or free of charge from 60€ (delivery in 2 to 4 working days*).

+ 2€ processing fees for orders under 10€.

In Belgium, Spain and Luxembourg:

Pick-up at a Mondial Relay collection point: 2.99€ or free of charge from 60€ (delivery in 2 to 7 working days*).

Home delivery with Colissimo: 11.99€ (delivery in 2 to 3 working days*).

+ 2€ processing fee for orders under 10€.

*Delivery estimates are only valid if ordered before 1pm.

*Please note that orders tracking is not available for orders to Belgium.

Canada, DOM-TOM, Switzerland and other countries:

We will gradually open sales to other destinations, thank you for your patience.

We will then be able to inform you as soon as the delivery is available in your country!

What are the delivery times?

Delivery normally takes between 2 to 4 working days with GLS (home delivery), and 3 to 7 working days with Mondial Relay (collection at a relay point). These dates are estimates and may vary according to circumstances.

Please note that orders placed on Friday afternoon will only be processed on Monday.

What if I have not received my order?

If you are not home at the time of delivery, the carrier will normally leave a “calling card”. This notice indicates when the carrier should come back or where to pick up your order.

Sometimes the carrier does not leave a delivery notice. That’s why we advise you to regularly check the status of your delivery via the order tracking number sent to you by email.

If your order is announced as “Delivered” but you have not received it, please check the status of your delivery via the order tracking number sent to you by email.

If your order is marked “Returned to sender”, please contact our customer service department by email: support@thefootshake.com.

Returns

What is Footshake’s return policy?

We accept returns for items that have not been used and that are returned to us within 15 days of receipt of the item. Provided they are in the same condition as when received, and with all packaging, accessories and instructions.

The package must be returned at the customer’s expense (unless defective) to the following address:

FOOTSHAKE SAS chez SupplyWeb,
4 rue Newton,
14120 MONDEVILLE

You can download the return voucher HERE

You can return any product (in its original condition), except for customized items.

Please return the goods together with the completed return form.

Upon receipt of your package, the return will be processed within 10 days maximum.

What should I do if I have received a defective product?

Products that arrive defective will be replaced by the Footshake free of charge once the problem has been identified. A new product will be sent to you as soon as possible, with delivery costs paid by The Footshake.

If you feel that the product you received was defective, please send a photo and a video (for balloons) of the item with a brief explanation of the problem and the order number to the email address: support@thefootshake.com so that we can reply as soon as possible!

All refunds will be credited to the original method of payment. Shipping costs are non-refundable.

Do you offer exchanges?

We do not offer exchanges at the moment. If you would like to make an exchange, simply return the original unused product for a refund and make a new purchase for the item you want via our website.

Can I find your products in a shop in France?

No, we do not have a shop at the moment. All returns must be returned to us with the shipping label we provide.

If you have any further questions, please send an email to: support@thefootshake.com

Orders

Which payment methods do you accept?

We accept all major credit cards, including Visa, MasterCard, and debit and credit cards. We also offer payment by PayPal.

Is my payment secure?

Yes – don’t worry! Our site includes an SSL certificate which uses standard 128-bit encryption technology. This is the same level of encryption used by major banks to protect your information.

When will my account be debited for my purchase?

Our website charges you at the time of your credit card purchase. Also, your PayPal account will be charged as soon as you order.

My payment has been declined – what should I do?

Payments can be declined for diverse reasons and as we cannot replace our payment system, we advise you to contact your bank directly (if you think your card has been declined by mistake).

What happens if I need to change or cancel my order?

We process your orders very quickly and unfortunately; we cannot usually make changes after you have placed your order. If you notice the error right away, email us at support@thefootshake.com to see if a change can be made.

When will my purchase be sent?

Our goal is to send you your product as soon as possible! Items in stock are usually sent between 24 and 72 working hours (i.e., excluding weekends) after the order (or if it is a pre-order, please refer to the date specified on the product page). Delivery times are given as an indication only and a delay does not entitle you to compensation.

What is the purchase procedure?

The procedure for purchasing a product from the Footshake is as follows:

  1. Add the products to the basket and place the order
  2. Once your order has been placed, you will receive a confirmation email (if you do not receive an email then please check your Spam box or send us an email at support@thefootshake.com with the name + address used at the time of your purchase to trace this order).
  3. Your order will be prepared between 24 and 72 working hours once your order has been placed (except for pre-sales and exceptions, working days, i.e., excluding weekends and public holidays).
  4. You will receive a confirmation by e-mail once your order has been transmitted to the carrier (Colissimo or Chronopost).
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