Frequently Asked Questions

How do I contact customer service?

Order

How do I place an order?

When will my order be shipped?

I have confirmed my order but have not received a confirmation email

Can I order by phone?

Can I cancel or modify my order after confirmation?

Payment

Is online payment secure?

What are the payment options?

Can I pay in instalments?

How do I pay by credit card?

How do I use PayPal to pay for my order?

Delivery

How much does delivery cost?

What are the possible delivery methods?

Can I be delivered in the French Overseas Departments and Territories or abroad?

Where is my delivery?

Returns

How can I exchange an item or claim refund?

How long do I have to return an item?



How do I contact customer service?

You can contact our customer service:

  • By phone at +33 (0) 9 66 91 85 68 (Monday through Friday from 10:00 a.m. to 12:30 p.m. and from 02:00 p.m. to 05:30 p.m.). Cost of a national call.
  • By email : info@bodyandmoves.com or by using the contact form.

Order

How do I place an order?
To place an order, choose and add the products to your cart, then let us guide you step by step.

When will my order be shipped?

We make every effort to ensure that the order is delivered in a timely manner. Orders placed on the site on Fridays from 1 p.m., on Saturdays or on Sundays will only be processed as from the following Monday. Orders placed on the site on a holiday will be processed the next working day.

You will receive your parcel within 3 to 6 working days from the confirmation of your order (period commonly noted) for a shipping in Metropolitan France; and within 3 to 8 working days from the confirmation of your order (period commonly noted) for a shipping in Europe and in the French Overseas Departments and Territories.

I have confirmed my order but have not received a confirmation email

There may be a problem with your email address or your order.

  1. Please check « My Account », in the « Account Information » section that your email address is correct. If not, we invite you to correct it.
  2. Check in your inbox that the confirmation email was not considered spam and moved to your "junk mail" folder.
  3. You can also check in the « My orders » section of your customer account that your order has been registered.

Can I order by phone?

We do not take any orders over the phone. Go to www.bodyandmoves.com to do your shopping.

Can I cancel or modify my order after confirmation?

If your order has been confirmed and you already paid for it, it cannot be cancelled or changed. You will have to return it to us once you have received it for an exchange or a refund.

Payment

Is online payment secure?

Payment on www.bodyandmoves.com is perfectly secure. All data that you communicate to us during your payment is protected and encrypted by the SSL protocol (Secure Sockets Layer protocol). We have no access to your bank details; they are transferred coded and secure to our payment partner Adyen and do not pass through our site.

What are the payment options?

Payment for purchases is made at the customer's choice:

  • by credit card : Visa, MasterCard, Carte Bleue.
  • by PayPal

Can I pay in instalments?

At the moment, payment of orders on our site is made in full during the confirmation of the purchase. We accept payments by credit card or PayPal but, for now, we cannot offer payment terms.

How do I pay by credit card?

We accept Visa, MasterCard, Carte Bleue cards.

Your confidential data (card number, expiry date) is transmitted after encryption directly to the server of our payment partner Adyen. This implies that no banking information concerning you passes through the www.bodyandmoves.com website. Your order will be registered as soon as the bank service has accepted your payment.

You can pay online on trust by entering your card’s expiration date and the security code on the back of the card in the corresponding fields.

How do I use PayPal to pay for my order?

PayPal is a secure online payment system. If you choose to pay via PayPal, you will be automatically directed to your PayPal account.

Once the PayPal payment has been validated, you will be able to complete your order on the Website.

Delivery

How much does delivery cost?

At Body&Moves, delivery to Metropolitan France and Corsica is free of charge for any order from €69 via Colissimo Pick-up Point, or from €90 for Colissimo sent to your home - excluding X-Pole and Lupit Pole equipment.

Below these amounts, delivery is charged €3,90 incl. taxes for a delivery to your retail trader and €5 incl. taxes for a Colissimo sent to your home.

You can find out about international as well as X-Pole and Lupit Pole brands shipping rates by going to our Delivery page.

An extra charge may be invoiced for bulky items (in which case it is stated on the product description sheet).

What are the possible delivery methods?

We use Colissimo for deliveries to Metropolitan France, Corsica and Belgium, excluding products of the X-Pole and Lupit brands.

With Colissimo, you can choose from several delivery options for your order, including the largest network of pick-up points, anywhere in France. See the details here.

Parcels to the French Overseas Departments and Territories are shipped by Colissimo Expert Outre-Mer, and international parcels by Colissimo Expert International or FedEx.

Can I be delivered in the French Overseas Departments and Territories or abroad?

Bodyandmoves.com delivers to Metropolitan France, Corsica, Guadeloupe, Martinique, Saint-Martin, Saint-Barthelemy, Reunion, French Guiana, French Polynesia, New Caledonia, as well as to some countries of the European Union, Canada and the USA.

Exception: the products of the X-Pole and Lupit brands are delivered exclusively to Metropolitan France (excluding Corsica), Switzerland, and to some countries of the European Union.

Where is my delivery?

As soon as your order is shipped, we send you an email with a link to track your parcel's delivery (this link is active 24 hours after receipt of the shipment confirmation email). Just click on this link to follow in real time the journey of your order.

You can also track the delivery of your parcel from your customer account by selecting the order you want to follow.

Returns

How can I exchange an item or claim refund?

The whole exchange and refund procedure is described here.

How long do I have to return an item?

If for any reason you are not satisfied with your products upon receipt, you have 15 days from the date of delivery to request an exchange or a refund.

As the protection of your personal data is important to us, we would like to inform you through this privacy policy about how we collect and process this data.

The present privacy policy defines and informs you how we use and protect the information that you give to us, if applicable, when you use this site, which is accessible from the following URL : www.bodyandmoves.eu (hereinafter referred to as the "Site").

Please note that this privacy policy may be modified or supplemented at any time, especially in order to conform to any legislative, regulatory, jurisprudential or technological developments. In such a case, the date of the latest update will be clearly indicated at the head of this privacy policy. These changes commit the User immediately upon their posting on the website. Therefore, the User should regularly read this privacy and cookie policy in order to be aware of its possible changes.

PERSONAL DATA

In general, you may visit the Site without disclosing any of your personal information. You are in no way required to give us this information. Nevertheless, if you choose not to provide us with personal information, you may not be able to benefit from certain information or services that you would have asked for.

As such, we may be required, in certain cases, to ask you to provide (hereinafter your "Personal Information"):

By providing this information, you expressly agree that it will be processed for the purposes indicated in point 2 and for the purposes stated at the end of each form.

In accordance with the General Data Protection Regulation adopted by the European Parliament on April 14, 2016 and with the Act of January 6, 1978 on Information Technology, Data Files and Civil Liberties, we inform you of the following:

1. Identity of the controller

The controller is Body&Moves, whose address is 4 Passage St Antoine, 92500 Rueil-Malmaison, France.

2. Processing purposes

We may collect your Personal Information in order to:

3. Recipients

We are the sole recipient of your Personal Information. Your Personal Information, either individual or aggregated, is never disclosed to third parties, notwithstanding the subcontractors that we utilize (you will find further information about them in point 7). Our company does not, in any case, commercialize the personal data of its Website's visitors and Users.

4. Data retention period

Your Personal Information is stored by our company only for the time corresponding to the purposes of its collection, as detailed in point 2 above, which cannot in any case exceed 24 months.

5. Rights on Information Technology, Data Files and Civil Liberties

You have the following rights regarding your Personal Information, which you can exercise by writing to us at our email or mailing address (see point 1 above) or by using the contact form located on our Website.

If you already are a customer, you can directly modify your Personal Information and download all the data we keep for tracking your orders and communicating with you directly through your customer account.

Right of access and communication of data

You have the ability to access your Personal Information. However, due to security and confidentiality requirements in the processing of personal data, which is incumbent upon us, in order for us to process your Personal Information request, you will be required to provide proof of your identity, either via a scan of your valid identity document (in the case of a request made via our dedicated electronic form) or via a signed photocopy of your valid identity document (in the case of a request in writing).

We are entitled, if necessary, to disregard obviously abusive requests (because of their number, or their repetitious or systematic nature). To help you in submitting a request, especially if you wish to exercise your right of access through a written request to the mailing address mentioned in point 1 above, you will find, by clicking on the following link, a mail template prepared by the CNIL:

https://www.cnil.fr/fr/modele/courrier/exercer-son-droit-dacces

Right to correct data

In accordance with this right, the law allows you to request correction, update, blocking or erasing of the data regarding you that may be, if applicable, inaccurate, incorrect, incomplete or obsolete.

Moreover, you can provide general and/or specific instructions regarding the fate of your personal data after your death. Should the need arise, the heirs of a deceased person may need to take into consideration the death of their close relative and/or proceed with necessary updates.

To help you in submitting a request, especially if you wish to exercise your right to correction through a written request to the mailing address mentioned in point 1 above, on your own behalf or on behalf of one of your deceased close relatives, you will find, by clicking on the following link, a mail template prepared by the CNIL: 

https://www.cnil.fr/fr/modele/courrier/rectifier-des-donnees-inexactes-obsoletes-ou-perimees

Right to object

The exercise of this right is possible only in the following situations:

To help you in submitting a request, especially if you wish to exercise your right to object through a written request sent to the postal address indicated in point 1 above, you will find, by clicking on the following link, a mail template prepared by the CNIL.

https://www.cnil.fr/fr/modele/courrier/supprimer-des-informations-vous-concernant-dun-site-internet

6. Response deadlines

We endeavour to respond to your request for access, correction, objection or any other request for additional information within a reasonable period of time, which may not exceed 1 month from the receipt of your request.

7. Authorized service providers and transfer to a third country of the European Union

We inform you that we have recourse to authorized service providers in order to facilitate the collection and processing of the data that you have provided to us. These service providers may be located outside of the European Union and have access to data collected through the various forms on the Website (except for the form allowing you to exercise your Rights on Information Technology, Data Files and Civil Liberties which is offered and operated by ourselves).

8. Complaint to the competent authority

If you believe that our website does not honour its obligations with regard to your Personal Information, you can address a complaint or request to the competent authority. In France, the competent authority is the CNIL to which you can address a request electronically by clicking on the following link:
https://www.cnil.fr/fr/plaintes/internet.

Unless express consent is required by the laws of your country for the protection of personal data, by using the present Media (as defined above), you consent to our collection and use of your personal data in the manner described in this Policy and to the transfer of your personal data to countries other than yours (including to countries outside the European Union).