Yes, provided you contact us on the day you place your order, between 9 am and 5 pm (Paris time), Monday to Friday.

Yes, provided you contact us on the day you place your order, between 9 am and 5 pm (Paris time), Monday to Friday.Why so quickly?Every evening, the day&apos;s orders are automatically sent to our logistics team so that they can be prepared first thing the next morning. Once sent, an order can no longer be changed or cancelled. This is also the case for an order placed after 5 pm (Paris time).How to contact usEmail us at <a href="mailto:contact@cimalp.com">contact@cimalp.com</a>, giving your order number and the change you would like to make.Did you order at the weekend?Orders placed between Friday evening and Sunday evening are automatically sent to our logistics team to be prepared first thing on Monday morning. They therefore cannot be changed or cancelled.Has your parcel already been dispatched?You have two options:<ul><li>refuse the parcel on delivery: it will be returned to us and you will be refunded automatically as soon as we receive it</li><li>return it to us within 30 days, following our returns policy: see <a href="https://help.cimalp.com/en-GB/what-is-your-return-policy-479478">&#x201C;What is your returns policy?&#x201D;</a>.</li></ul>

Can I cancel or change my order?

Your order moves through four key steps, which you can track directly from your customer account under “My Orders”.

Your order moves through four key steps, which you can track directly from your customer account under &#x201C;My Orders&#x201D;.<ol><li>Order confirmed</li></ol>Your payment has been approved and your order is confirmed. You will receive an &#x201C;Order Confirmed&#x201D; email immediately.<ol><li>Sent to logistics</li></ol>Later that evening, your order is automatically forwarded to our logistics team. From this moment on, it can no longer be modified or cancelled (see <a href="https://help.cimalp.com/en-GB/can-i-cancel-or-change-my-order-1755085">&#x201C;Can I cancel or change my order?&#x201D;</a>).<ol><li>Packing &amp; dispatch</li></ol>We prepare your parcel as quickly as possible&#x2014;typically the following business day (excluding weekends and public holidays). Our warehouse team checks item availability and carefully packages your goods. Your parcel is handed over to the transporter the same day it is packed.(Please note: lead times may be slightly longer during peak periods.)<ol><li>Order in transit / Dispatched</li></ol>You will receive a dispatch confirmation email containing your tracking link.Estimated delivery times vary depending on your selected shipping method: please see <a href="https://help.cimalp.com/en-GB/shipping-options-delivery-times-and-costs-481588">&#x201C;What are the delivery options and costs?&#x201D;</a>.

How is my order processed?

Once payment is complete, you will be redirected to an order confirmation page displaying your order number. You will also receive a confirmation email containing your order summary, item list, and delivery and billing addresses.

Once payment is complete, you will be redirected to an order confirmation page displaying your order number. You will also receive a confirmation email containing your order summary, item list, and delivery and billing addresses.Can&#x2019;t find your confirmation email?<ul><li>Check your spam/junk folder: It may have landed there by mistake.</li><li>Verify your account email: Make sure there are no typos in the email address listed in your customer account.</li><li>Check the URL: Ensure you placed your order on our official website: www.cimalp.com.</li></ul>Didn&#x2019;t reach the confirmation page?Your order may not have gone through due to a connection or payment issue. Before trying to place your order again, please check whether your bank account or card has been charged, or get in touch with our team.Still need help?Email us at <a href="mailto:contact@cimalp.com">contact@cimalp.com</a> indicating your name and the email address used at checkout. We will gladly locate your order and send you your details.

I haven't received my order confirmation

How to use a promo code<ol><li>When in your basket, click &#x201C;Proceed to checkout&#x201D;.</li><li>When on the checkout page (delivery, payment, etc.), locate the &#x201C;Discount code or gift card&#x201D; field.</li><li>Enter or paste your code, then click &#x201C;Apply&#x201D;.</li></ol>The discount will automatically be deducted from your order total.Good to know<ul><li>You must be logged in to your customer account to apply a promo code.</li><li>Some discount codes cannot be combined with other ongoing promotions. Specific conditions apply to each individual discount and are outlined directly with the offer.</li></ul>Is your code not working?Check that the code is within its validity dates.Make sure you are logged in to your account.Check that minimum spend requirements or item eligibility criteria are met.If you are still experiencing issues, feel free to contact us at <a href="mailto:contact@cimalp.com">contact@cimalp.com</a>.

How do I use a discount code?

Unfortunately not. However, our team is always happy to help! Feel free to email us at contact@cimalp.com.

Unfortunately not. However, our team is always happy to help! Feel free to email us at <a href="mailto:contact@cimalp.com">contact@cimalp.com</a>.Simply let us know what you are looking for, and we will gladly guide you toward the products best suited to your needs.Please note that all orders and payments must be completed directly through our official website, www.cimalp.com. For your security, our customer service team cannot process payments over the phone or by email&#x2014;you will always enter your payment details securely yourself at checkout.

Can I place an order by phone?

Here are a few quick troubleshooting steps to try:

Here are a few quick troubleshooting steps to try:<ul><li>Make sure you&apos;re logged in: Your customer account was automatically set up using your email address when you placed your first order.</li><li>Clear your cache and cookies: A quick browser refresh often does the trick.</li><li>Switch browsers or devices: Try completing your purchase on another browser or device.</li><li>Try an alternative payment method: Check <a href="https://help.cimalp.com/en-GB/which-payment-methods-do-you-accept-2620468">&#x201C;Which payment methods do you accept?&#x201D;</a> for all available options.</li></ul>Was your payment declined?Check our guide: <a href="https://help.cimalp.com/en-GB/my-payment-failed-what-should-i-do-481660">&#x201C;My payment failed: what should I do?&#x201D;</a>.Still having trouble?Reach out to us at <a href="mailto:contact@cimalp.com">contact@cimalp.com</a> with a brief description and a screenshot of the issue. We&#x2019;ll gladly help you finalize your order.

I can't manage to place my order.

Want to get your gifts in time for Christmas?

Want to get your gifts in time for Christmas?Unfortunately, we cannot guarantee delivery before Christmas, as couriers may experience delays during this peak period.To give your parcel the best chance of arriving before Thursday, 24 December 2026, we strongly recommend placing your order before Friday, 18 December 2026. Please note that even with this recommendation, arrival before 25 December cannot be strictly guaranteed.For rates and estimated shipping times, please see <a href="https://help.cimalp.com/en-GB/shipping-options-delivery-times-and-costs-481588">&#x201C;What are the delivery options and costs?&#x201D;</a>.

When is the Christmas delivery cut-off?

Yes! Cimalp gift cards are available as digital e-gift cards, with values of £50, £100, £150, or £200.

Yes! Cimalp gift cards are available as digital e-gift cards, with values of &#xA3;50, &#xA3;100, &#xA3;150, or &#xA3;200.It can be used both online at cimalp.com and in our Saint-Marcel-l&#xE8;s-Valence store, and it never expires. It can also be redeemed across multiple orders: any remaining balance stays available for future purchases.How to buy and send itOrder your e-gift card directly on our website. Here is the link: <a href="https://www.cimalp.com/en/products/gift-card-1" rel="noopener noreferrer" target="_blank">https://www.cimalp.com/en/products/gift-card-1</a>As soon as your order is confirmed, you will receive the card by email&#x2014;ready to forward or print out for the recipient.How to redeem itFrom your basket, click &#x201C;Checkout&#x201D;.At checkout, enter your unique card code in the &#x201C;Discount code or gift card&#x201D; field.Click &#x201C;Apply&#x201D;: the gift card balance will automatically be deducted from your total.

Do you offer gift cards?

Our dedicated B2B team is here to support you with tailored solutions for all your bulk and group orders.

Our dedicated B2B team is here to support you with tailored solutions for all your bulk and group orders.Tell us about your requirementsWhether it is for extreme weather conditions, high-intensity activity, or specific team sizes, share your project details with us. Our experts will help you select the gear best suited to your needs.Product samples: We can supply samples against a refundable deposit (items must be returned in their original condition).Request a quoteComplete our dedicated enquiry form at <a href="https://professionnels.cimalp.com/en" rel="noopener noreferrer" target="_blank">https://professionnels.cimalp.com/en</a>Our team will set up your professional account, prepare a customised quote, and handle your order from start to finish.Helpful detailsFlexible payment methods: We accept bank transfers, official purchase orders (for public sector/administrative bodies), and corporate card payments.Existing order or technical enquiry? Reach out directly to our B2B specialists at <a href="mailto:b2b@cimalp.fr">b2b@cimalp.fr</a>.Personal purchases: If you are shopping for individual items, please head straight to our main store at www.cimalp.com.

Businesses, clubs and associations: how do I place a group order?

Any questions? Contact our customer service team (average response time within 24 hours, excluding weekends).

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