- I have difficulties to reach the page of ROXY E-Store and to surf on it.

It is possible that the setting parameter of your navigator does not allow the java script and that the reading of the macromedia flash files. If you do not have it, you can download free the last version of the reader Flash on the ROXY Store macromedia.

- Can I give my personal information in full safety?

All provided information is strictly confidential. Their treatment by the ROXY E-STORE is carried out under protected conditions and in conformity with the most demanding European & French rules in regards to private life and personal data protection . They will be used by ROXY and its trade partners with the only aim to treat your order, and to enable you to take advantage of our offers and to better be useful to you. Your banking information are encrypted in mode SSL and are not preserved or stocked on the ROXY E-Store.

- I do not remember my identifier or my password any more, how could I find it?

From your space “my account”, you can recover your password by registering your email address in the section “password lost?” You have to write your e-mail address and to validate your request: your password will be sent to you at this email address.

- Do I have to record my coordinates and open my personal space to be delivered?

Yes, you must go under your personal space “my account”. Then you will be able to follow your orders (and the history of its), to pass an order again without having to record your coordinates again, to receive our newsletters, and to reach your chart of fidelity space. Register allows you to save an invaluable time on your next visits and orders.

- How to record me on “My account”

Once you are in “my account”, click on the bond “Login” then on “Express Inscription”. You will only have to fill the necessary information and to click on the validation button. One minute is enough!

- How do I modify my personal data?

On your space “my account”, click on “My profile”to modify your personal data.

- Where to find my customer number?

If you are already customer of the ROXY Store: You will find your customer number on your dispatch note sent by e-mail by the ROXY STORE. If you are a new customer : ROXY E-STORE provides you a customer number at your first order. It is then communicated to you on your first dispatch note.

- How to carry out a purchase on line?

It is possible to buy on line on the ROXY E-STORE. Follow the purchasing process guide, the stages to validate your purchases are simple, and are conceived to facilitate your surf.

- What are the products available on the ROXY E-Store?

A large part of the collection of ROXY products is available on the ROXY E-STORE. By any temporary out-of-stock condition, you will not be able to add the product to your basket. The information “not available” is registered close to the product. We advise you to return to regularly consult the ROXY E-STORE and be sure that we make our best to better satisfy you as soon as possible.

- I want to place an order gift

It is very easy. You can use the section identification/addresses, an address book which enables you to record an address of delivery different from the billing address. When finalizing your order , you just have to click on the bond “personalize your gift with a message”, and write your message. The parcel will be delivered to the address of the receiver of the gift with a delivery form without price. You will receive by e-mail the dispatch note taking again the quantified detail of your order. Moreover, the products of the order will be accompanied by a personalized chart taking again the text written by you on the ROXY STORE. To profit from this service, you just have to write your message in the space envisaged for this purpose.

- How can I modify my address of delivery?

Automatically, Your address of delivery corresponds to your billing address. In the different stages of the order you have the possibility to modify your address of delivery. Please Note well that the delivery and billing address must be localized in the same country. If you are registered you can also create, modify and safeguard your addresses : in your space “my account”, click on “My Addresses”

- Can I order a delivery at an address different from my residence?

You are welcome to use your space “MY ACCOUNT” with an address book called “My Addresses” who allows you to record an address of delivery different from the billing address. At the time of the passage of the order, you just have to select the address of desired delivery. The parcel will be delivered to the address indicated with a delivery form without price. You will receive by e-mail the dispatch note taking again the quantified detail of your order.

- Can I make a delivery abroad ?

Yes, you can be delivered abroad, within the limit of the countries listed at the stage identification addresses. However, your billing address and your address of delivery must be localized in the same country.

- What are the delivery time?

We propose 2 modes of forwarding: standard transport, express transport. You can find more information on our options of delivery and our fares

• delivery in standard residence: the parcel will be delivered to you in one average time from 72 to 96 hours (96h for Corsica), except weekend in France, count one day more for the other territories listed.
• delivery in residence express : this service guarantees a delivery in 48 hours (72 hours for Corsica), except weekend in France, count one day more for the other listed territories. If you choose delivery express, you must place your order before 12 noon for in profiting.
• orders placed after 12 noon will be treated the following day or the next one wrought day.

- How to pay my order?

We propose the payment on line by credit card: blue chart, chart Eurocard Mastercard, Visa card, other than any other means of payment.

- Is the payment on line secured?

Yes, it is completely protected. Your banking information are encrypted in mode SSL and are not stored on the ROXY Store. This is why your banking coordinates will be requested to you from each new order. The data are transmitted directly with the banking servers via our secured payment solutions provider Sogenactif.

- What if my payment was refused?

After having filled your bank card information and validated your order, our secured payments solutions provider questions your bank to validate the payment and to give the authorization of it. In the event of pay refusal, please contact your bank. If you meet any concern, the customer service is also at your disposal.

- When is my payment taken into account?

When you validate your payment, an authorization is delivered by your bank. However, your bank account is output only with the forwarding of your parcel.

- When is my order took into account?

After having validated your “basket”, your identification, your mode of delivery and your banking details, you click on the “confirmation” button.

The summary of your order is posted for a last checking.

Then click on the button “to validate the order”. A message will be send to announce that “Your order is well recorded” (under reserve of the acceptance of your payment)

- How am I informed that my order is well recorded?

A few minutes after having had the message of acceptance of your payment, you will receive, on the email address that you recorded on the ROXY Store, an e-mail to confirm that your order is took into account and recorded. 24 H after having validated your order, you will be able to check its recording in your space “MY ACCOUNT”. Then you can follow the treatment of your order.

- Where to find my number of order?

Your number of order is reproduced on the e-mails of confirmation and the documents which are sent to you, delivery, dispatch note.

- How to modify or cancel an order that I have just passed?

In order to ensure you a good delivery period, your order is immediately treated by our logistic services. However, if you want to modify or cancel your order before its treatment, contact quickly the E-Shop Customers Service by calling it +33 (0) 5 59 51 77 33 (from Monday to Thursday between 9h30 am and 12h30 am or between 2h00 pm and 6h00 pm. And on Friday between 9h30 am and 12h30 am or 2h00 pm and 4h30 pm).

- Then do I have to gather several orders?

Not the payment and the validation correspond to a single order: an address of delivery and a billing address. Nevertheless you can as many add to your basket products within the framework of our policy of maximum purchase, namely 3 to 5 products maximum by article according to the category and 1000€ or 685£ of purchase.

- How could I check the statute of my order?

After having validated your order on the ROXY Store, you receive some e-mails: - firstly an e-mail assures you that your order has been treated - A second email confirms that your parcel is shipped from our warehouses, accompanied by your quantified dispatch note and specifying the number of parcel of your order. In this last email, a bond will permit you to access to the ROXY store and to the conveyor TNT. Thanks to your parcel number, you will be able to follow your parcel and the statute of your order.

- How could I print my dispatch note?

Just after the handing-over of your parcel to the conveyor, your dispatch note will be accessible in your personal space. You have the possibility to print it.

- I did not receive my order yet, my parcel seems lost.

The delivery periods change according to the delivery option you choose. If you have a problem with your order or if you did not receive it within the announced delivery period, please contact the customer service by calling it +33 (0) 5 59 51 77 33 (from Monday to Thursday between 9h30 am and 12h30 am or between 2h00 pm and 6h00 pm. And on Friday between 9h30 am and 12h30 am or 2h00 pm and 4h30 pm).

- What happens if I’m not at home when TNT delivers my order?

TNT will contact you by phone to redeliver your order later.
That’s why, you have to specify a mobile phone number.

- What is the policy of refunding?

When you receive your parcel, you have 7 days to return the product(s) and to ask for a refunding. We commit ourselves to exchange or to give your money back, only if the products have been returned to us in good condition and in their original packaging and in good condition. Before proceeding to the return of your order, you must ask our Customers Service a Return Number. You can join the E-Shop Customers Service by calling +33 (0) 5 59 51 77 33 (from Monday to Thursday between 9h30 am and 12h30 am or between 2h00 pm and 6h00 pm. And on Friday between 9h30 am and 12h30 am or 2h00 pm and 4h30 pm). This Return Number will enable us to better treat your request. Thus you imperatively have to write your return number on the Customer Return Authorization which is always joined to the Delivery order of the product. Your refunding will be done during the month that follows the reception of the return parcel by ROXY. Moreover, this refunding will be done on the credit card that made the order. The Customer will be in charge of the delivery prices. Of course, only the products ordered on the ROXY E-Shop profit of this guarantee. If you want to exchange your item, you have to follow the same process described before and reiterate your order on the ROXY E-Store.

- The parcel that I received does not correspond to my order

When you receive your parcel, you have 7 days to return the product(s) and to ask for a refunding. In the case of an anomaly of the product compared to its description written on the purchase order, or because of an error made by ROXY, we commit ourselves to exchange it or to completely refund it (only if the products have been returned to us in good condition and in their original packaging). The postage charges will be refunded to you on the basis of slow tariff of the mail service in the home country of the Customer. Before proceeding to the return of your order, You must ask for a Return Number to our Customer service. You can join the E-Shop customer service by calling it +33 (0) 5 59 51 77 33 (from Monday to Thursday between 9h30 am and 12h30 am or between 2h00 pm and 6h00 pm. And on Friday between 9h30 am and 12h30 am or 2h00 pm and 4h30 pm). This Return Number will enable us to better treat your request. Thus you imperatively have to write your return number on the Customer Return Authorization which is always joined to the Delivery order of the product. You have to know that only the products bought on the ROXY E-Store could be returned in our warehouses. The products that you bought in our shops are not concerned, you have to address to the retail outlets where you made your purchase.

- How to carry out a return or an exchange of my product or my order?

You would like to return a product or an order done on the www.roxy-europe.com ROXY E-Store which is not appropriate to you: Stage 1: Contact the Customer service for it to communicate a Return Number. You can join the E-Shop customer service by calling it +33 (0) 5 59 51 77 33 (from Monday to Thursday between 9h30 am and 12h30 am or between 2h00 pm and 6h00 pm. And on Friday between 9h30 am and 12h30 am or 2h00 pm and 4h30 pm). Stage 2: complete the Customer Return Authorization (do not forget to defer the Return Number on this authorization) Stage 3: D-pack the products in their original packing with the original accessories and notes. Stage 4: Dispatch your return parcel to the following address: Na Pali S.A.S. Service Returns E-commerce ZI de Jalday 64500 Saint Jean de Luz France >> for more information, consult the Sale General Conditions. Note well that only the products bought on the ROXY E-Store could be returned in our warehouses. The products that you bought in our shops are not concerned, you have to address to the retail outlets where you made your purchase.

- I want to return a defective product.

When you receive your parcel, you have 7 days to return the product(s) and to ask for a refunding. In the case of a defective product, we commit ourselves to exchange it or to completely refund it (only if the products have been returned to us in good condition and in their original packaging). The postage charges will be refunded to you on the basis of slow tariff of the mail service in the home country of the Customer Before proceeding to the return of your order, You must ask for a Return Number to our Customer service. You can join the E-Shop customer service by calling it +33 (0) 5 59 51 77 33 (from Monday to Thursday between 9h30 am and 12h30 am or between 2h00 pm and 6h00 pm. And on Friday between 9h30 am and 12h30 am or 2h00 pm and 4h30 pm). This Return Number will enable us to better treat your request. Thus you imperatively have to write your return number on the Customer Return Authorization which is always joined to the Delivery order of the product. Note well that only the products bought on the ROXY E-Store can be the subject of a procedure of return in our warehouses. The products that you bought in our shops are not concerned, you have to address to the retail outlets where you made your purchase.

- I returned a product, a parcel and I do not have any news

The treatment time of a return parcel can take between 2 and 3 weeks, over this time, contact our E-Shop customers Service. They will take the right measure. However, if you had solicited our Customers Service before carrying out the return and received an authorization of its share, its treatment will be accelerated by the identification of the logistic service.

- How could I follow my order?

Just after having been treated by our logistic service, you can visualize your return on your space “my account” on the ROXY E-Store.

- How will I be refunded of my return?

After having obtained the return authorization from our Customers Service and after reception of your return parcel by our warehouses, the Customers Service controls the conformity of your return. You will be refunded rising bought products, (except posted charges). Then we proceed to the refunding of the credit card you used to buy your product. You have to give the information relating to your order number to the provider. Recall: Your banking coordinates are encrypted in mode SSL and are not preserved or stocked on the ROXY E-Store. The data are transmitted to the banking waiters via Sogenactif, our protected payment provider.

- Where can I buy ROXY products?

You can also buy ROXY products in our shops and in others registered retail outlets.

- Guarantee of ROXY products?

Before its sending, every products have been tested thanks to a rigorous control of quality. The nature and the warranty period are specified in the description of the product, if not, please defer to our Sale general conditions. You will be able to find the maintenance recommendations on the label of the product. Trust these advice, you would be satisfied with your purchases.

- How could I find the appropriate product?

You will find many products on the ROXY E-Store www.roxy-europe.com. The diversity of the models, the matters, the designs, and the sizes, enables you to choose easily. To help you, a search engine enables you to seek by name, matter, color, price. Moreover, in the products list, you can select by color, size, price and thus you have the possibility to sort the products according to your choices. Then you will precisely know what are the appropriate products for you.

- How then I to send a comment on an experiment produced?

You want to give us your opinion on a product? You can make your comments by filling the form with contact. With this intention, click on the bond “Contact us” in bottom of the pages of Internet ROXY Store ROXY.

- Can I make good use of my discount card?

If you have a discount card, the amount of your purchases on the ROXY E-Store will cumulate with the amount of your purchases in shop. Thus you keep all the benefit of your fidelity with ROXY, Where ever the place you bought your product. For more information, click on “My account” and then on “My discount card”.

- My request relates to another subject

If you do not find answers to your interrogations, send to us your question directly by clicking here or by calling our E-Shop Customers Service: +33 (0) 5 59 51 77 33 (from Monday to Thursday between 9h30 am and 12h30 am or between 2h00 pm and 6h00 pm. And on Friday between 9h30 am and 12h30 am or 2h00 pm and 4h30 pm).