Search
FAQ  
 

 

 

 

 


 
 
 
 
 
 
I was charged whereas my order was neither confirmed nor cancelled
 
 
What is the reimbursement procedure? 
I have received my order but it is damaged
 
 
 
 

 

 

 
YOU WISH TO ORDER
 
My Account information
 
Your account allows you to order products very easily (as your delivery information is already registered), access your order tracking, return products if you are unsatisfied, manage your newsletter subscriptions, or order available catalogues.
 
In order to create your account, you must register personal data, which will be preserved for future orders. You will not need to rewrite your data every time you order, as your password keeps it safe and personal.
 
In order to access your account, you need to type your client N° or e-mail address, as well as your password in the box at the top-right corner of your screen.  You can access your account by clicking here.
 
If you forget your password, type your client N° or e-mail address in the space provided and click on confirm. A new password will automatically be sent to your e-mail address. You will then be able to change it in the “My account” tab, by clicking “change my password”.
In order to change your password, log in with your client N° or e-mail address and your password to access the “My account” tab, then click on “Change my password”
 
To change your personal data, click on “change my information” in the “My Account” tab, type your client N° or e-mail address in the space provided and click “OK”.
 
Before ordering: frequently asked questions
 
If you have a catalogue reference and desire to order online, click on the “quick order” tab on the web homepage, then type the reference N° for each desired product, without dots or spaces (for ex: P949233), as well as the desired quantity. Then, click on “add to shopping cart” after each selected product. When you are done, click on “confirm shopping cart” to start the payment.
 
In this case, there are two possibilities:
 
-Either the size no longer exists to the manufacturer
-Or we are out of the product you asked for
 
In order to stay informed, we suggest you regularly check our site or subscribe to the newsletter.
 
 
We work with the best delivery partners to offer a superior service:
You can choose between delivery to your home or to another address. We do not deliver to PO boxes (except for French Polynesia) hotels or camp sites. The following delivery options are available:
 
France, Monaco, Departments and overseas territories
 
Colissimo order
Delivery time is between 2 and 5 working days (Monday to Friday) if the item is in stock. An order placed on the Monday will therefore be delivered from the Thursday onwards. An order placed on a Friday, Saturday or Sunday will be delivered from the Wednesday of the following week. If your item is personalised 24 hours extra is added to the delivery time.
 
Your Colissimo order will be hand delivered to your address. If you are not present when the courier calls a note will be left and you will have 15 days to collect your parcel from your post office. From time to time the courier cannot leave a note in your post box therefore we advise you to contact your post office to see if your parcel has arrived.
 
European Union
 
FEDEX standard
Delivery time varies dependant on the country (between 3 and 6 working days). Tax is included in the delivery cost.
 
Countries outside of the European Union
FEDEX Express
Delivery time is usually less than 10 days. Delivery costs do not include tax. FEDEX may ask for custom costs when delivering your order (cost varies dependant on country).
 
 
 
Colissimo order:
Delivery through Colissimo is done by a postman who must give you your order in person. If you are absent, he will drop a letter saying he came in your mailbox, and you will have 15 days to withdraw your order at the nearest Post Office. At times, the postman cannot drop a letter in your mailbox, in which case contact the Post Office directly in order to know whether your order has arrived or not.
 
 
FEDEX:
The delivery is done by a FEDEX employee or someone from a company service provider, who must give you your order in person. If you are absent, he will inform you of his arrival by dropping a letter in your mailbox, and you must then contact FEDEX in order to make an appointment.
 
Of course! If your delivery address is different to the billing address, check the “Delivery to a different address” box in step 2 (“My Account”) on the control panel. You will then be able to give the desired delivery address.
 
To do bulk orders, go on the “SERVICES” tab, on the bottom of the site’s homepage. Click on “Contact us” and fill in the form by selecting “Bulk Orders” on the “Subject of your query” section.
 
We work with the best delivery partners to offer a superior service:
 
You can choose between delivery t your home or to another address. We do not deliver to PO boxes (except for French Polynesia) hotels or camp sites. The following delivery options are available:
 
Colissimo orders: For metropolitan France, Monaco, and DOM-TOMs, the delivery time is 2 to 5 working days (Monday to Friday) if the product is in stock. Hence an order sent on Monday will arrive starting Thursday, and one sent on a Friday, Saturday, or Sunday will arrive starting on the following Wednesday. Add one extra delivery day if you have asked for a personalized item; or for a name or number to be printed on your jersey. Delivery through Colissimo is done by a postman who must give you your order in person. If you are absent, he will drop a letter saying he came in your mailbox, and you will have 15 days to withdraw your order at the nearest Post Office. At times, the postman cannot drop a letter in your mailbox, in which case contact the Post Office directly in order to know whether your order has arrived or not.

- Delivery in standard FEDEX for the European Union: The delivery delay can vary according to the country (between 3 and 6 working days). All billing prices are TTC.
 
Delivery in express FEDEX for TOMs and countries outside the European Union:The delivery delay is usually less than 10 working days. Billing prices do not include taxes. Be careful, rates to travel from country to country (the amount depends on the legislation of the country) may be asked for when FEDEX delivers. The delivery is done by a FEDEX employee or someone from a company service provider, who must give you your order in person. If you are absent, he will inform you of his arrival by dropping a letter in your mailbox, and you must then contact FEDEX in order to make an appointment. The FEDEX charge depends on the zone for the delivery (to have an estimation of this charge, go on the “Our promises” tab and click on “delivery”).
 
For an exchange: The charges to return the item are your responsibility. However, the articles you will receive instead will be shipped for free.
For a reimbursement: If the conditions are respected (they can be seen here), the fees for the delivery and return of the product will be refunded entirely. The return fees will be refunded according to the tariff set (attach a justification to your package).
If the order is not what you asked for: You are entirely refunded.
We commit to reimburse you, or to exchange wrong products or not corresponding to your order. Your request to be refunded must be done 15 days after the delivery.
The sending fees will be refunded according to the tariff set.
 
Go to the « Services » tab, at the bottom of the site’s homepage. Click on “Contact us” and fill in the form by selecting “Catalogue request”. Then, the customer service will answer you within 24-48 hours.
 
While ordering: frequently asked questions
 
Before using your advantage code, check the conditions required to use the advantage code:
Expiry date
Conditions of entitlement: minimum amount of the order, unique usage, personal usage, type of product for which the advantages apply, etc
 
Then:
Log in on the “My Account” tab
Order normally
Type your advantage code in the space provided in step 4 of your order, “Sum up of your order”.
Click “OK” and check the advantage code worked on the sum up of your order.
 
Once the data of your order is registered, you may no longer cancel or modify your order. If you choose to pay by cheque, your order will be automatically cancelled after 15 days if we still have not received your cheque. However, you may ask for a reimbursement once your order has arrived. You have 15 days upon reception of your order to ask for an exchange or reimbursement.
 
 
The available paying methods:

Credit Card:
We accept different types of credit cards:
- Debit cards
- Visa
- MasterCard
- American Express.

We use the secure payment platform Ogone, European leader for Internet transactions.

Cheques:
Only cheques labelled in euros and usable in France are accepted. You must select the payment mode “Cheque”, and then a page will appear showing the amount and references of your order (e-mail and order N°). Write these references on the back of your cheque and send them to the address below:


Tour de France Official Store
62061 ARRAS CEDEX 9

Be careful! The items you ordered will not be kept for you, your order will only be taken into account once we receive your cheque. We do not accept cheques by telephone.

Payment methods that are not accepted:
We do not accept payments by warrants, cheques not usable in France and counter-reimbursement.
 
We work with the best delivery partners to offer a superior service:
 
You can choose between delivery t your home or to another address. We do not deliver to PO boxes (except for French Polynesia) hotels or camp sites.
 
Delivery fees for Colissimo orders: (Metropolitan France, Monaco and DOM): 6, 50 € TTC
Delivery fees for FEDEX:The FEDEX charge depends on the zone for the delivery (to have an estimation of this charge, go on the “Our promises” tab and click on “delivery”).
 
The number of letters and numbers authorized vary according to the size of the shirt. The letters are 6cm wide and the numbers 20cm.
For adult sizes, you may have up to 10 letters for the name and 2 digits for the number.
For junior sizes (starting 4 years old up to 10), the name must be less than 8 letters. For minikits, you can use up to 4 letters and 1 number.
Be careful:
-A personalized shirt (with the name and number printed) can neither be exchanged nor refunded.
-there is an additional 24h delay for deliveries of a shirt with a name and/or number printed on it.
 
Men
 
XS
S
M
L
XL
XXL
France
40-44
44-48
48-52
52-56
56-58
60
Statures
168
173
178
183
188
193
Women
 
XS
S
M
L
XL
XXL
France
34/36
38/40
40/42
44/46
46/48
48/50
GB
6/8
8/10
10/12
14/16
16/18
18/20
Italy
38/40
40/42
44/46
46/48
48/50
50/52
Germany
32/34
34/36
38/40
40/42
44/46
46/48
Statures
158
163
168
173
178
183
Children
XS
S
M
L
XL
XXL
 
 
128-140
140-152
152-158
158-170
 
 
 
 
Several solutions are possible:
 
Using the search engine: type the key word then click on “search”.
Using “vertical search”: in each category (such as football or rugby), you can do a search by brand, by team, or by products, by clicking on the corresponding buttons on the left-hand side of each page.
 
Tour de France Official Store promises to update its stocks online “live”. This means that if a product does not appear on the site, its stock has run out.


YOU ARE WAITING FOR YOUR ORDER
 
To follow your order, you must log in by typing your e-mail/client N° and your password in the box at the top-right-hand corner of your screen. Once you are logged in, click on “Track my order”. You may then see the progress of your order, get the Colissimo number of your order, and be informed of products that could have run out and not been included in the package sent to you. Using your Colissimo N°, you may follow the progress of the delivery on coliposte.net or tarif-colis.com using the tracking N°, which is sent to you by e-mail when the package leaves.
 
When you receive your Colissimo N°, log in on the www.colisposte .net website in order to track the progress of your order. According to the status shown by the site, you may know where your package is. If it indicates your package has arrived but you have not yet received it, contact Tour de France Official Store by e-mail by logging into the site (according to the store) in order to ask for a Postal enquiry, because only the person who sent the package can do that. In the “Services” tab, click on “contact us” and fill in the form by selecting “Track my order”. Then, the customer service will answer within 48h.
 
First check you received your Colissimo N°, then check the progress of your order on the site (To follow your order, you must log in by typing your e-mail/client N° and your password in the box at the top-right-hand corner of your screen. Once you are logged in, click on “Track my order”).
If your order has been sent for over 6 days, contact the Tour de France Official Store Customer Service by mail, where you must attach proof of debit, your client N°, your order N°, as well as the date of your order, which will launch a postal enquiry.
 
I have still not received my Colissimo number
If you have not yet received your Colissimo N°, contact the customer service. They will then check the state of your order. 


YOU HAVE RECEIVED YOUR ORDER

 
If one or several items are missing from your order, first check the progress of your order to make sure all the products were sent. (To follow your order, you must log in by typing your e-mail/client N° and your password in the box at the top-right-hand corner of your screen. Once you are logged in, click on “Track my order”).
If products really are missing from your order, call the customer service at Client 0 970 808 677 for Marseille / 0 970 808 672 for Lyon/ 0 970 808 704 for all other shops.
 
You have 15 days to return the product (go to: return a product).
 
If a part of or all of your order is not suitable, you have 3 weeks starting when you receive the product to return products, or ask for an exchange.
We promise to exchange your products if the following conditions are respected:
• The products have to be in their initial wrapping
• Personalized items will not be replaced (unless the item is damaged or we have made a mistake)
 
Here is the procedure to follow if you wish to return: 
 
Fill in the part referring to returns, at the back of your bill (Reason for return and demand for reimbursement)
You HAVE to insert the bill in the return package.
Attach an RIB if you wish to be refunded and have paid by cheque.
Send the package to the address written on the bill
The amount of articles returned will be refunded by bank within 15 days following the reception of the products.
We advise you to return the package in Colissimo for extra security.
 
In case of an exchange, the fees to send the product back are free if you return within 15 days the totality of your order, or if we have made a mistake.
Then, your reimbursement will be done by bank within the 3 weeks that follow our receiving your package.
If the reimbursement proves to be longer, please contact your bank.

 (go to “return a product »)

Unfortunately, personalized items are non-exchangeable, non-refundable (except if the item is damaged or if we made a mistake). We promise to check very carefully the letters/numbers you wish to appear on your personalized products before the confirmation of your order.
 
 
Check the reference to the item on your bill.
If we have made a mistake, you must return the product (go to “return a product”), which will then be exchanged or refunded, according to your will.
 
 
Reimbursement of sending fees
 
The two cases where your sending fees will be reimbursed are the following:
• The products you returned are damaged or do not correspond to what you asked for
• You have used your right to cancel by returning your entire order within two weeks of when you receive it.
 
You have two weeks starting when you receive your order to return it, and ask for a refund.

We promise to exchange your products if the following conditions are respected:
• The returned products must be in their initial wrapping
• Unfortunately, personalized items are non-exchangeable, non-refundable (except if the item is damaged or if we made a mistake)
• They must be sent with the bill and, if you desire to be refunded, with a statement of account.
 
The procedure to follow to ask for a refund
Specify why you are returning the product in the space provided on your bill.
Insert your bill in the package you send us, and if you desire to be refunded, with a statement of account.

Send the package to the following address:
 
Tour de France Official Store
62061 Arras Cedex 9
 
When the conditions for exchange/refund are followed (see the conditions here), your refund will be done:
by bank within 3 to 21 working days following the reception of the products.
if the payment of the order has been done by cheque (do not forget to attach an RIB to your demand for a refund).

NB: for more security it is advised to return the package by Colissimo or any other way allowing you to track your order.
 
 
You may ask for a refund online by going on the “services” tab, and then clicking on “contact us” and filling in the form by selecting “Track my order”. Then, the customer service will answer within 24h.
 

 

 
 

 

 

 
ABOUT US
CUSTOMER SERVICE
OUR PROMISES
ORDER
SERVICES
Corporate information - Terms and Conditions - Acknowledgements
Copyright 2007 Made In Sport ©