FAQ

Frequently Asked Questions

  1. No frequently asked questions.

The latest questions

  1. How do I return a faulty product (after-sales service/guarantee) so that an expert assessment can be made?

    Log in to your account:

    1. Make a request by clicking on "My after-sales/guarantee requests"
    2. Complete the form carefully and honestly

    Our customer services will contact you within 72 hours (working days only) after an initial assessment to explain the next steps tailored to your case.

  2. When and how are refunds made?
    When we receive your return, and subject to the products being in acceptable condition, we will refund your purchase. Refunds depend on the payment method used. If you made your purchase on the website via PayPal, your PayPal account will be refunded in 2 to 3 working days.  If you made your ... Read more
  3. How do I return an order placed on julbo.com?
    Log in to your account: Create an online return request in "My orders"  Select the order you want to return and the appropriate reason(s) Prepare your parcel: Pack the product in its original packaging together with any accessories, instructions for use, documentation and labels; it must be in perfect condition for resale (unused, undamaged and ... Read more
  4. What should I do if I've made a mistake in my order?
    Once you've confirmed your order, you can't change or cancel it. However, you have the right to withdraw from the transaction within 14 days of the date on which you or a third party other than the shipper takes physical possession of the products (see our terms and conditions of sale). ... Read more
  5. How do I attach the peak to my Aerospace goggle?

    To attach the Aerospace peak, please see the diagram below: 

    Peak

  6. How do I activate the SuperFlow System ?

    To activate or deactivate the SuperFlow System and maximize your skiing comfort, please see the diagram below:

    Superflow System

  7. How do I change the visor on my helmet?

    To change the visor on your helmet, please do the following:

    helmet visor

  8. How long does it take to process an after-sales request?
    It all depends on the type of after-sales service required: if a product has to be returned to us it will obviously take longer than shipping a spare part (pair of side shields for example). It also depends on stock availability. Our customer services will keep you informed in all cases. ... Read more