Frequently Asked Questions

For delivery in Great-Britain, you can order all Raidlight products, trail backpacks, jackets, trail running shoes, accessories, etc. The entire current year's collection is available for sale online, while stocks last. Be sure to select the country (top right of the page) to ensure you have product information related to the country of delivery.

For countries outside the European Union, products will be invoiced exclusive of VAT, so customs fees may apply. They are your responsibility and will be requested at the time of delivery of the package by the customs of the country.

The disponibility of a product is indicated in the product card once you have selected a size (and a colour for a textile product). If the product is labelled "unavailable", you can find 2 types of information:

"Unavailable": the product will not be restocked. Check with nearby Raidlight resellers to see if this product is available instore.

“Notify me when the product is back in stock”: the product will be restocked and available again soon on the Raidlight website. In this case, you ca ask to be notified of this. You will be notified by e-mail about the product availability when it will be in stock again.

1. Discover our catalogue and RaidLight products online.
2. Select the items you are interested in by adding them to your "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 website).
4. Check the contents of your basket, choose your delivery method and click on "Continue with my order".
5. Create a RaidLight account or log in.
6. If you opt for Point-Relais delivery, then choose the Point-Relais where you can collect your order.
7. Select the desired method of payment, accept the terms and conditions and click on "Confirm my order".
8. Make your payment via the secure PayPlug interface or the Paypal interface.

Unfortunately, we cannot accept orders by phone, email, mail or fax. For technical reasons, they must be placed via the Internet on our website.

Visit the page: https://raidlight.com/pages/politique-de-livraison-et-return

Promotional codes are used at checkout. On the first page, in the cart summary tab, a "discount code or gift card" box allows you to enter your promotional code. Please note that if you forget to enter the code before checkout, it will not be possible to apply the discount after the purchase. Promotional codes and gift cards are not cumulative; only one per order will be authorised.

In accordance with the French Consumer Code, you have the right to cancel any products purchased on the site within fourteen (14) calendar days of the date of receipt of the products. To exercise this right of withdrawal and for any return request, please contact our customer service department at contact@raidlight.com before this period expires. We will give you a returns number and tell you how 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. Whatever delivery method you choose (home delivery or in-store delivery), if you exercise your right of withdrawal, you must return the product(s) to us no later than fourteen (14) days from the day on which you informed our customer service department. On receipt of your parcel, we will check the returned product(s) and reimburse you. Important: this right of withdrawal is excluded for any personalised product, i.e. any product that has been adapted or modified in an irreversible manner and in particular any product that has been drilled and assembled according to the specifications given when the order was placed.

To follow the progress of an order in real time, go to the "My orders" section of your secure "My account" space. By clicking on the order number, you will be able to access the details of your order and obtain delivery tracking information.

To follow the progress of an order in real time, go to the "My orders" section of your secure "My account" space. By clicking on the order number, you will be able to access the details of your order and obtain delivery tracking information.

From order registration to delivery, you will be notified by email of the tracking: Order confirmation, shipping confirmation. If you request the cancellation of your order, you will also be informed of the different steps related to a possible return: Cancellation confirmation, refund confirmation, etc.

5 to 7 working days by choosing standard home delivery

You can follow the progress of your order in real time in the "My orders" section of your secure space "My account". A STATUS column indicates the status of the order and, in particular, whether it has already been "shipped". By clicking on the order number, you will be able to access the details of your order and obtain delivery tracking information.

If you are not present during delivery, the carrier will leave a calling card telling you where you can pick up your package, or will contact you directly using the telephone information you have provided.

Whichever delivery method you choose, the courier/delivery person or the chosen Pickup Point will ask you to sign for your signature when you receive your order.

If by mistake you receive a product that is not what you ordered, please contact our customer service department. We will give you a returns number and tell you how to return the product(s) you ordered. 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 you receive a faulty product by mistake, please contact our customer service department. We will give you a returns number and tell you how to return the product(s) that do not correspond 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. On receipt of your parcel, we will check the returned product(s) and reimburse you if there is a quality problem.

If you choose delivery to a collection point, your order will be delivered by DPD. If you choose home delivery, your order will be delivered by UPS or La Poste (Colissimo).

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

Here is the process to follow to retun a product :

1. Please note that you have 30 days from receipt of your order to make your return request and return the products to us.

We will only accept returns if the following conditions are met: All items must be returned to us in new condition (unworn, unwashed and unused) with their labels.
Each item is checked manually on receipt. We reserve ourselves the right to refuse the return if the conditions are not met.

2. Click on My orders > View order>Return. Follow the steps by selecting the article(s) that you wish to return, once you have filed your return request, a return number will be given to you, which will be confirmed by e-mail. The status of your return will be pending, you can view all your returns in your customer account.

4.w Once your request has been approved, our customer service team will send you a pre-paid returns label and you will need to return the product(s).The shipment must be returned within a 30 days delay starting from the day of your order's handling. You do not have to pay anything.

5. As soon as we receive your return, we will refund the amount of the returned product(s). You will be reimbursed using the same payment method you chose when ordering (Paypal, card, loyalty points, etc.).

Visit page: https://raidlight.com/pages/politique-de-livraison-et-return

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

To follow the progress of a refund in real time, go to the "My refunds" section of your "My Account" secure area. You will find details of your refund requests and their status, as well as the list of corresponding credits and refunds. By clicking on the return number, you will be able to access the details of your return request and obtain return tracking information. As soon as our teams receive and verify the returned products, we will process your refund.:
- These are the different return statuses : Awaiting reception: The return request has been taken into account, our logistics teams are waiting for the returned product(s) for validation of the refund..
- In progress.
- Reimbursed.

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

Each purchase on the Raidlight website allows you to accumulate 5% of the VAT included amount of your order in the form of loyalty points valid for one year. The amount in euros available in these loyalty points can be used for one year, for any future order and with no minimum purchase amount.

Raidlight is extending its expertise in desert running by now offering the installation of desert gaiters. This operation consists of sewing a Velcro strip onto the shoe and then attaching the gaiters. For optimal protection and resistance it is essential that the Velcro strips are sewn, as the glue does not resist the extreme conditions of the desert, neither the heat nor the abrasion of the sand. This service is performed by our tailors in our workshop in Saint-Pierre-de-Chartreuse, FRANCE.

- If you decide to registern to a Marathon Des sables or Half-Marathon Des Sables race, sand gaiters are essentials, as they keep sand out of your shoes. The 59€ price comes with the gaiters' installation for the two shoes.  

Step 1: try on the desert gaiters and the shoes

Whether you buy Raidlight's shoes and gaiters or only our gaiters, we ask you to try products before sending them for the setup. In fact, adapt gaiters to a shoe is an irredeemable procedure, it is therefore important for you to carefully select which shoes that will accompany you in the desert. 

Step 2: shipping shoes and gaiters

The shipping of the shoes and gaiters are at your expenses through the shipper of your choice. Please send the shipment to the following address: Service installation des guêtres, 115 route de Perquelin 38380Saint-Pierre-de-Chartreuse, France.

As long as the shipment is in transit, we decline all responsibility for an issue during shipping..

Please insert the form with your contact, setup informations and return option in the shipment.

Click here to download the form. 

Step 3: shipment handling

Once we received your shipment, we will check that the shoes are clean and conform. We reserve the right to refuse to install the gaiters if the shoes do not comply with the general conditions (for more information, please refer to the general conditions and right of reservation below in the product data sheet). 

Step 4: gaiters setup

Our workshop take care of sewing the velcro strap on your shoes.. 

The average duratio between the handle of your shipment and the return We will return you your shoes and gaiters through Colissimo. The return charges are at your expenses and will be billed actual. All return will be billed depending on the shipment's value.

Step 6: return handling

You're ready to explore the desert!

-The installation of each gaiter is irretrievable, no return or refund is possible. For technical reasons, it is not possible to install gaiters on shoes with quick laces (quicklace, speedlace, etc.). Raidlight reserves the right to refuse to carry out an installation if the shoes do not appear to us to be suitable (shoes with quicklace or in poor condition) or if they are not clean. In any of these cases, we will return your package and deduct the cost of returning it from the amount of the installation refund.

 

In accordance with the Consumer Code, you have the right to withdraw from products purchased on the Site within fourteen (14) calendar days from the date of receipt of the products. To exercise this right of withdrawal and for any return request, please contact our customer service at contact@raidlight.com before the expiration of this period. We will provide you with a return number as well as the procedure to follow to return your products to us. Without this, we will unfortunately not be able to process your request and our teams will not be able to receive your products. Whichever delivery method you choose (home or in-store), if you exercise your right of withdrawal, you must return the product(s) to us no later than fourteen (14) days from the day on which you informed our customer service. Upon receipt of your package, we will check the returned products and reimburse you. Important : this right of withdrawal is excluded for any customized product, i.e. any product adapted or modified in an irreversible way and, in particular, any product perforated and assembled according to the specifications transmitted when the order was placed. Withdrawal form