FAQ / Contact

Trouvez les réponses à vos questions

• The website

  Who are we?

  To discover PADDOCK Sports, go here

  How does the site work?

  PADDOCK Sports offers permanent collections that are regularly renewed.

  These collections are completed by Ephemeral Collections in limited quantities EXCLUSIVELY sold on our website (not available at our retailers).

  PADDOCK Sports has a configurator where you can customise your products.

• My delivery

  What are the delivery charges?

  For Metropolitan France:

  Free from 79€ including tax 

  Order less than 79€ : 6.90€ 

  For the European Union: 

  The amount of shipping costs for a shipment outside metropolitan France is fixed in relation to the weight of the order.

  Other Destinations:

  The amount of shipping costs for a shipment outside metropolitan France and the European Union is fixed in relation to the weight of the order.

  What is the delevery time ?

  You will be informed as soon as the parcel leaves our premises by e-mail. We will give you your parcel number.

  The preparation time is about 2 to 3 days, plus the delivery time, which can vary depending on the destination. (Between 3 and 7 days in total for a destination in France).

  This period can be extended during Sales (Winter / Summer) and Christmas. (Up to 10 days)

  How will my orders be delivered?

  By parcel post La Poste Colissimo. The use of Colissimo allows you/us to track your shipment.

  You are not there on the day of delivery? Don't worry, your postman will leave you a coupon with which you can pick up your package at your post office.

  Can I choose the day of my delivery?

  Despite the importance we give to your order, for technical and logistical reasons, we cannot allow you to choose the day of delivery.

  I didn't have time to pick up my package / my package is lost, what can I do?

  If you did not have time to pick up your parcel:

  Don't panic, you have 15 days after the delivery notice to collect your parcel at the post office. After that, it will be sent back to the sender. As soon as we receive it on our platform, we will contact you again to agree on the possible follow-up of your order.

  Your package was never delivered, contact us! We will open an investigation with the postal services.

  Please note: postal investigations can take a long time (1 to 3 months depending on the destination) …

  At the end of the investigation, if your parcel is declared lost, we will contact you: you will be able to choose between the reshipment of your order or its refund.

  Your package appears as delivered but you never received it. This time, it is up to you to make a claim with the postal services.

  As soon as you have your enquiry number, you must send it to us with the following documents: a copy of your identity card, a letter stating that you did not receive the package.

  Once we have received this information, we will take the necessary steps. Following the results of the investigation, if your parcel is declared lost, we will contact you: you will be able to choose between the reshipment of your order or its refund.

  I refused a package at the post office because it was damaged, what do I have to do?

  If your package has been damaged and you have refused it upon receipt, please contact us via the contact form "contact us". 

  When you receive your order, you must check the condition of the packages and their contents in front of the carrier. In case of missing products, damages... a precise and detailed note must be written on the carrier's slip. 

  You have 48 hours to inform us by e-mail or registered letter.

  If this procedure is not respected, no complaint will be taken into account.

  Where will my order be delivered?

  Everything is possible :

  • at home
  • in a relay point
  • or at any other address you like

  You have chosen home delivery: if you are not there on the day of delivery, don't worry. Your postman will leave a delivery notice so that you can collect your parcel from your post office.

  If you are not at home very often, you can choose to have your parcel delivered to a relay point.

  You can also have it delivered to a trusted person at a different address from your own.

• My orders

  I would like to group two orders, is that possible?

  If your two orders were placed on the same day until 8am the next morning, it is possible. You just need to let us know via the contact form "contact us", specifying the number of the 2 orders to be grouped and the address chosen for delivery.

  Beyond this time, for technical and logistical reasons, it is impossible to group 2 orders together.

  Can I add an item to my order?

  For technical and logistical reasons it is unfortunately not possible to add an item to an order.

  However, you can quickly place a second order which can be grouped with the first. Please note that the 2 orders can be grouped together if they were placed on the same day or the evening before and up to 8am the next day.

  See the conditions in the previous tab: I wish to group 2 orders.

  Where's my invoice ?

  The invoice is inside your package, with your order.

  You can find it in "My account", "My invoices".

  Please keep it carefully as you will be asked for it in case of exchange, refund or guarantee of the product(s).

• My payment

  What are my means of payment?

  To validate your payment and thus confirm your order, you can pay by :

  - Credit card 

  - Paypal account

  - Gift card

  The goods remain the property of PADDOCK Sports until full payment is received.

  All prices and the total amount are displayed including VAT. Payment is collected at the time of shipment.

  Reminder: For all orders shipped outside the European Union or in the French overseas departments and territories, our logistics team will invoice your order excluding VAT. The amount debited will be exclusive of VAT.

  Is my credit card payment secure?

  You can pay for your order on paddock-sports.com by credit card in complete security (Carte Bleue, Visa, Eurocard, Mastercard, Amex accepted in France) or by PayPal.

  Payment is made on HiPay Full Service's secure bank servers. This implies that no banking information about you transits via paddock-sports website. Your order will be recorded and validated as soon as HiPay Full Service has accepted the payment.

  Thanks to the SSL (Secure Socket Layer) protocol, you can securely transmit the credit card number, the validity date, the name of the cardholder (name on the credit card) and the cryptogram on the back of the card. Your credit card details are encrypted using the SSL protocol and never pass through the network.

  Paddock-sports.com has no access to these coordinates, and does not keep them on its servers. This is why they are asked again to you at each new transaction on our site. Cards issued by banks domiciled outside of France must be international bank cards.

  When is my payment cashed ?

  If you pay by credit card, your payment is debited when your order is invoiced, i.e. on the day it is shipped. If your payment method is deferred, the payment will only appear at the end of the month.

  Similarly, if you have a deferred payment method, the credit will appear as "deferred".

  If you pay via PayPal, the amount is debited as soon as your order is confirmed.

  What happens if my payment is refused?

  The most common problems encountered are:

  • a mistake in one of the numbers on your bank card
  • exceeding your authorised payment limit

                      

  After several invalid attempts, it is also possible that the payment analysis and control service has refused your payment. In this case, you will have to wait several days to renew your payment with the same card.

  In this case, your order will not be processed. It will be cancelled and no amount will be debited.

  We invite you to contact your bank to identify the possible problem before renewing your order.

  Can I pay upon delivery?

  We regret to inform you that we do not accept this payment method.

  Can I pay in installments?

  Today, it’s not possible to pay in several times on the website. But we are working on it.

• My reimbursements

  Can I be reimbursed?

  You don't like your order anymore and you want your money back: no problem!

  You benefit from the "SATISFIED OR REFUNDED" law. 

  You have 15 days from receipt to return the product you do not like, without having to justify the reason. The return costs will be at your expense. You will be refunded the price of the returned product(s) as well as the shipping costs.

  For any return or refund request, please ask for a return by going to "My returns".

  Select the order that contains the item to be returned by clicking on the "Select this order" tab.

  Choose the quantity to be returned and the reason for return per product.

  After validation of your return, you will have the choice to opt for a pre-paid label whose amount will be deducted from your refund or to pay directly at the post office.

  The right of return can only be accepted for complete products, in their original packaging, in good condition and accompanied by a copy of the purchase invoice. Items returned incomplete, damaged, soiled or with abnormal use by the customer will not benefit from this right of return.

  
  Please note that books are not taken back, exchanged or refunded as for personalized items with initials or signatures.

  When will I get my refund?

  Refunds will be made within 14 days of receipt of the package or proof of return of the goods.

  Refunds will generally appear in your bank or PayPal account 3 to 4 days after being initiated by our services EXCEPT for deferred payment cards. In this case, the refund will appear at the end of the month (deferred credit).

  During the sales, Black Friday or Christmas and New Year, the delays may exceptionally be longer.

  How much will I get back ?

  The amount of the refund will be equal to the total amount paid by the Member, either the purchase price of the product(s) and any delivery costs.

  If our responsibility is engaged, we will send you a return slip.

  Refunds generally appear 3 to 4 days on your bank account after having been activated by our services EXCEPT for deferred payment cards which appear at the end of the month.

• My returns and exchanges

  Can I exchange item(s)?

  Unfortunately, it is not possible to make an exchange on the site. After requesting a return, you will have to place an order again.

  It is possible to return items that do not suit you within 15 days from the day you receive your order.

  For any return or refund request, please ask for a return by going to "My returns".

  Select the order that contains the item to be returned by clicking on the "Select this order" tab.

  Choose the quantity to be returned and the reason for return per product.

  After validation of your return, you will have the choice to opt for a pre-paid label whose amount will be deducted from your refund or to pay directly at the post office.

  In all cases, you will be responsible for the cost of returning and re-routing the item. 

  The returned item will be reimbursed as soon as possible after receipt of the package on our platform. Paddock Sports has a period of 14 days to process your return and make the refund.

  How do I make an exchange ?

  For any return or refund request, please ask for a return by going to "My returns".

  Select the order that contains the item to be returned by clicking on the "Select this order" tab.

  Choose the quantity to be returned and the reason for return per product.

  After validation of your return, you will have the choice to opt for a pre-paid label whose amount will be deducted from your refund or to pay directly at the post office.

  You can return items that are not suitable for you within 15 days from the day you receive your order.

  You are responsible for the costs of returning and re-routing the item. 

  The returned item will be reimbursed as soon as possible after receipt of the package on our platform. Paddock Sports has a period of 14 days to process your return and make the refund.

  The product received is not conforming/deteriorated, Can I exchange it/get my money back?

  We undertake to reimburse you for defective products or products that do not correspond to your order (preparation error, labelling error, etc.). In this case, please take the propduck back by going to "My returns".

  Select the order that contains the item to be returned by clicking on the "Select this order" tab.

  Choose the quantity to be returned and the reason for return per product.

  After validation of your return, you will have the choice to opt for a pre-paid label whose amount will be deducted from your refund or to pay directly at the post office.

  The request must be made within 15 working days of delivery. Any claim made outside this period will not be accepted.

  Products must be returned in the condition in which you received them and with all the elements delivered (accessories, packaging, instructions, etc.).

  Please note that Paddock Sports cannot refund an item that you have damaged, soiled or returned incomplete.

  In the event of an error on our part, the return costs will be at our expense. We will send you a pre-paid label.

  There is a product missing from my order, what do I do?

  It is possible that an item is missing from your order.

  It may be out of stock with our supplier. In this case, please check your receipt, as it may not have been cashed.

  For more information about your order, please contact us by going to "Contact".

  I've returned a package, I haven't heard from you, what can I do?

  There are several possibilities:

  • We may not have received your package / proof of forwarding. Please check the status of your parcel before contacting us.
  • We may not have had time to process your request. Please note that we process refund requests within a maximum of 14 days.

     

  In any case, do not hesitate to contact us!

• My guarantee

  Is there a warranty on my products ?

  It all depends on the product.

  Some products purchased on our site benefit from the manufacturer's warranty. In this case, it is noted on the article sheet. 

  The various manufacturers' guarantees are generally for one year.

  In order to benefit from the product guarantee, you are asked to keep the purchase invoice. Please note that for certain products, it is necessary to return the guarantee form provided or to fill in the guarantee form available directly on the site. Otherwise, the guarantee will not be guaranteed.

  To find out about the steps to follow concerning after-sales service, you can contact us by going to "My account", "My orders". Select the order by clicking the "details" tab of the order concerned. At the bottom of the page, add a message after selecting the product concerned.

  Implementation of safeguards, how does it work?

  For any warranty, legal or contractual, the return is made according to the terms of the manufacturer/reseller.

  Please note: when you purchase, a warranty coupon will be provided (depending on the items). It is imperative to return this coupon to the address indicated on it. Without this procedure, no warranty can be implemented.

  What are the limits of the guarantees ?

  We draw your attention to the fact that proof of a problem caused by negligence, deterioration or improper use would render the manufacturer's warranty ineffective.

  In this specific case, the product may be returned to you in its original condition, or repaired upon acceptance and prior payment of a quotation made by the manufacturer.

  In any event, the manufacturer guarantee and the subscription of an additional guarantee does not deprive the purchaser and/or the consumer of the provisions of the legal guarantees (in particular the guarantee of the hidden defects or the legal guarantee of conformity).

• My products

  Is the photo of the product reliable?

  Please note that the illustrations are not contractual: colour information as well as dimensions, etc. are explained in the title of the product or in its technical data sheet. If you have any doubt, don't hesitate to contact us using the "contact us" form.

• My personal data

  Who has access to my personal data?

  All personal information that you communicate to us in connection with your customer account is treated with the utmost confidentiality. In other words, your personal data will not be communicated to any person outside the PADDOCK Sports company.

  Why do I have to give my email address and mobile number?

  We need this data to be able to contact you quickly in case of problems with your order. If we don't have a valid e-mail address or mobile phone number, we can not guarantee delivery of the ordered items.

• Technical difficulties

  I lost my password, what can I do?

  Lost your password? Don't panic, you can reset your password by clicking on "Forgot your password?".

  A first email will be sent to you to confirm your request. Once your request is confirmed, a new password will be sent to you by email.

  I changed my address, how does it work?

  You changed your address?

  Please change your address in the settings under "My account", "my addresses".

  Please remember to select the correct address for your next order.

  What's a cookie ?

  "Cookies" record information that is stored in the memory of your hard drive. This information is used to generate site audience statistics.

  Cookies allow the store to remember your username and password, making it easier for you to log in to your customer account.

  A message may ask you whether you wish to accept cookies, or refuse them. It is also possible to configure your browser to accept or refuse Paddock Sports "cookies" at any time.

  We confirm that these cookies do not contain any confidential information about you and can allow the site to function properly.

• Customer Service - Contact

  How do I contact customer service ?

  Our customer service answers all your questions from Monday to Friday from 10am to 6pm (except public holidays).

  An answer will be given to you within 48 hours maximum (except in exceptional cases) only on the days and at the times indicated above.

  To contact us, please use the contact us form.

• PADDOCK Sports virtual gift cards

  Can I order a gift card on the website?

  Yes, and you don't have to wait to receive it because it's printable!

  The virtual gift card is a gift card that can be printed from home. An original way to give pleasure without taking the risk of making the wrong choice! If you run out of ideas, it allows you to give 100% pleasure, even at the last minute because it can be used within 30 minutes of purchase!

  We offer you to adapt your gift to your budget with options of amounts ranging from 10 to 700€.

  Paddok Spots virtual gift cards are valid for 1 year, 365 days, from the date of purchase.

  How do I pay for my internet order with my gift card?

  It's quick and easy: 3 clicks are enough!

  Select the option "Pay by gift card" when paying for your order and enter the WEB code noted on the printable virtual gift card that you received by email.

  If the amount of your order is less than the amount available on your virtual gift card, it will be deducted from the balance of your Virtual gift card.

  On the contrary, if the amount of your order is higher than the amount available on your virtual gift card, you will be able to complete the payment of your order by credit card or PayPal.

  When and how will I receive my gift card?

  You are impatient, that's normal!

  The virtual gift card is printable! It's almost instantaneous!

  Just click on the link in the order confirmation email to download and print it.

  The virtual gift card can be used 30 minutes after the order has been confirmed.

  How can I see the amount available on my gift card and its validity?

  It's easy, we explain everything!

  On the website, the balance and validity of your virtual gift card appear when you pay for your first order with this virtual gift card.

  Afterwards, you will be able to consult this information in the "My account", "My gift cards" tab.

  It is valid for 1 year, or 365 days, from the date of purchase.

  How does a gift card work?

  Follow the guide!

  The PADDOCK Sports virtual gift card is valid for 1 year, i.e. 365 days, from the date of purchase on the website www.paddock-sports.com.

  It can be used in one or more transactions.

  To pay for an order with your PADDOCK Sports virtual gift card, simply select the "Pay by gift card" option when paying for your order and type in the six characters of the WEB code noted on your virtual gift card or on the PDF to be printed out if you received it by e-mail.

  The amount of your order will be debited from your printable virtual gift card.

  If the order amount is less than the amount available on your printable virtual gift card, the remaining balance can be reused.

  If the amount of the order is higher than the amount available on your printable virtual gift card, it is necessary to pay the complement to validate your order. You can pay by credit card or PayPal.

  Où puis-je utiliser ma carte cadeau ?

  The PADDOCK Sports virtual gift card can only be used on www.paddock-sports.com.

  Can I only use part of the amount available on my gift card?

  Yes you can !

  The Virtual gift card can be used one or several times, as long as there is still value on it.

  On the site, if the amount of your order is less than the amount available on your gift card, the remainder can be used on a future purchase.

  If the amount of your order is higher than the amount available, you will have to complete the payment by another method (credit card, Paypal) to validate your order.

  Can I reload my gift card ?

  No, the PADDOCK Sports virutal gift card is not rechargeable. You will have to recommend a new one if you want to try it again!

  Can I use my gift card to buy discounted items?

  Very good question! 

  Your virtual gift card can be used all year long, including to buy discounted items: on sale, end of line or on special offer.

  Please note that there is one small restriction: You cannot buy an virtual gift card with another virtual gift card.

  Is the gift card nominative?

  No, the PADDOCK Sports virtual gift card is not nominative.

  You can give it to a trusted person to pay for your purchases.

  But be careful, if you lose it, it can be used by a third party.

  If it is lost or stolen, please contact customer service who can deactivate it.

  Unfortunately, it will not be refunded or exchanged. 

  Can I return or get a refund on a gift card?

  Very important information to know! 

  The printable virtual gift card cannot be refunded, exchanged or taken back.

  Can I combine several gift cards for a single purchase?

  Yes, it is possible!

  You can combine several printable virtual gift cards to pay for the same order on the site.

  Can I return an item purchased with my gift card?

  Yes, it is possible: the amount of the returned item will automatically be credited to your account. Refunds are not possible.

  As agreed in our terms and conditions, you have 15 days to return any new and unused item.

  Can I combine several payment methods when purchasing with a gift card?

  No problem! You can combine several means of payment for a purchase paid with an virtual gift card:

  You can complete your payment by credit card or via PayPal.

  I lost my gift card, how can I find it again?

  Don't panic!

  The virtual gift card can be found in the "My account" "My orders" tab of the person who gave it to you, ask them to send it back to you.

• Code promo

  How does the PADDOCK Sports promo code work ?

  It's easy!

  You receive your promo code by email:

  - Make your shopping by adding products to your cart.

  - When the lines on your shopping list are crossed out and you are satisfied with your cart, enter the promo code in the "Promo code" box and press OK. The offer will be automatically applied to your order (according to the terms of the offer).

  The promotion is strictly personal. The validity of a promo code is limited in time and/or is conditioned by a minimum purchase amount. Finally, a promotion may concern a precise list of products: this commercial offer will be valid according to the available stock on the online shop.

  And this is where the series of "no" starts :

  Only one discount per order, only once per person (same last name, same address), not combinable with any other promotional offer or discount in progress (including deal of the month products), non-refundable, non-exchangeable, non-divisible not combinable with Paddock Sports E-gift cards.

• Le configurateur

  What are the delivery times?

  For all orders placed on paddock-sports.com, delivery is assured to the delivery address you have selected.

  Delivery times vary according to the activity: count 2 to 3 weeks.

  I can't add another product to my order in the configurator?

  1 customisation = 1 order.

  Each customisation ordered in the configurator is isolated in its own order.

  This is easier to manage because it is a product made to measure by the manufacturer according to the options you have chosen.

  In this order, it is possible to order:

   - several copies by entering the desired quantity 

   - different sizes if the basic product is available in several sizes

  If you wish to order another product from the website, you will have to place another order.

  If you wish to order another product from the configurator, you will also have to place another order.

  I can't upload my logo?

  Your logo must be in jpeg or png format and must not exceed 10 MB.

  How do I return a customised product?

  As stated in our "conditions of sales", customised items can not be returned or exchanged.

  Returns are not permitted for these items.

  Can I get a refund for a personalised item?

  As stated in our "conditions of sales", customised items can not be returned or exchanged.

  Returns are not permitted for these items.

  Where can I find my design?

  You can consult the products you have customized on www.paddock-sports.com in "my account", "my orders".

  Please note that you must be logged in to your account to access this option.

  Can I cancel my order?

  It is not possible to cancel an order for a personalised product in the configurator.

  A personalised product is a good that is made according to the options ordered by the consumer. It requires specific work and makes the good a clearly personalised product within the meaning of the provisions of the Consumer Code.

  The right of withdrawal therefore does not apply to personalised products.

  Where can I find my logos?

  The logos you have uploaded are visible in "My account", "My customisations".

  As a reminder, the logo creation fee is charged only once. Afterwards, a logo can be reused several times without paying the 65 € of logo creation.

  How much does it cost to create a logo?

  The fee for creating a logo is €65 including VAT. This fee is payable the first time you wish to use this logo to personalise your article.

  Once registered, this logo can be used as many times as you wish. You will not be billed for the creation fee.

  Can I put more than one logo on an item?

  One or more logos can be added to your design.

  Please note that multiple logos cannot be placed in the same area.