Frequently Asked Questions

You can order all Raidlight products that show as in stock. The entire collection of the current year is available for sale online, while stocks last. We sometimes make products available to pre-order, we will always give a date as to expected delivery.

Pour les pays hors Union Européenne, les produits vous sont facturés sans TVA, il est donc possible que des frais de douanes soient appliqués. Ils sont à votre charge et vous seront demandés à la livraison de votre colis par le bureau de douane du pays.

The availability of a product is indicated in the "add to basket" box after selecting a size and colour for a product.

If a product shows as "Out of stock" with no additional information, this item will not be restocked.

If a box appears below stating "Notify me when the product is in stock" we will be restocking this item and you can request an alert for when it comes back into stock.

1. Browse through our products or search an item or look through the categories and use filters to find items.
2. Select the items you are interested in by adding them to the "basket".
3. When all the items you want have been added to your basket, click on "View my basket" (Picture of shopping trolley at the top right of the site).
4. Check the contents of your basket, choose your delivery method and click on "Continue my order".
5. Create a Raidlight account, login in or checkout as guest.
6. Check and confirm delivery address.
7. Select the desired method of payment, accept the GCS and click on "Validate my order"
8. Make your payment via the secure PayPlug or Paypal interface.

Unfortunately, we are not able to take orders by phone, e-mail, mail or fax. Orders have to be placed through the website.

Please refer to the page: Delivery and Returns Policy

Promotional codes are used at checkout. On the first page, in the basket 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 payment, it will not be possible to apply the discount after purchase. Promotional codes and gift cards cannot be used cumulatively; only one will be authorised per order.

In accordance with the Consumer Code, you have the right to withdraw from the purchase of products purchased on the Site, with the exception of personalised products, within thirty (30) calendar days following receipt of the products. To exercise this right of withdrawal and for any request for return, please contact our customer service before the expiry of this period. We will provide you with a return number as well as the procedure to follow 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. Regardless of the method of delivery chosen (home or store), if you exercise your right of withdrawal, you must return the product(s) to us within thirty (30) days at the latest from the day you informed our customer service. Upon receipt of your package, we will proceed to the verification of the returned product(s) and the refund. Important : This right of retraction is excluded for any personalized product, i.e. any product adapted or modified in an irreversible way and in particular any product pierced and assembled according to the specifications transmitted at the time of placing the order.

To follow the progress of an order in real time, go to the "My Orders section of your secure "My Account" section. By clicking on the order number, you can 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" section. By clicking on the order number, you can access the details of your order and obtain delivery tracking information.

From the registration of your order to its delivery, you will be notified by email of its follow-up: Order confirmation, shipping confirmation. If you make a request to cancel your order, you will also be notified of the different steps related to its return: Cancellation confirmation, refund confirmation etc.

3 to 5 days if you choose Point-Relay delivery, 3 to 5 days if you choose standard home delivery (for France).

For other countries please refer to: Delivery and Returns Policy

To follow the progress of an order in real time, go to the "My Orders section of your secure "My Account" section. A STATUS column shows you the status of your order and in particular whether it has already been "shipped". By clicking on the order number, you can then access the details of your order and obtain delivery tracking information.

If you are not present at the time of delivery, the carrier will leave a calling card indicating where you can pick up your package, or will contact you directly from the telephone information you have provided.

Whichever delivery method you choose, you do need sign for your order when you receive it.

If by mistake you received a product that was not the one you ordered, please contact our customer service. We will provide you with a return number as well as the procedure to follow to return the product(s) not corresponding 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. You can choose to be reimbursed.

If by mistake you receive a faulty product, please contact our customer service. We will provide you with a return number as well as the procedure to follow to return the product(s) not corresponding to your order. In this case, we will send you by email a prepaid label, to be stuck on your package, corresponding to the return costs. Upon receipt of your package, we will check the returned product(s) and reimburse you if it is indeed a quality problem.

We use different forwarding couriers depending on country.

It is not possible to modify an order validated on our site. However, you can make a request for cancellation of the order to our customer service 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. On the other hand, you can make a request to cancel the order and obtain a refund.

Here is the procedure for returning a product:

1. Attention, 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 new (not worn, washed or used) with their labels.
Each item is manually checked upon receipt. We reserve the right to refuse your return if the above conditions are not met.

2. Click on "My orders" > View order > Return.

3. Follow the steps by selecting the item(s) you wish to return; once you have completed your return request, you will be given a return number, which will also be confirmed by e-mail. The status of your return will be pending, you can view all your returns in your customer account.

4. Once your request has been approved, return the products to us. The order must be returned within 30 days from the date of receipt of your order.

5. Upon receipt of your return, we will refund the amount of the returned product(s). You will be refunded using the same payment method you chose when you placed your order (Paypal, credit card, reward points...).

Please refer to the page: Delivery and Returns Policy

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

To follow the progress of a return in real time, go to the "My Returns" section of your secure " My Account" area. You will find the details of your returns requests and their status, as well as the list of corresponding credit notes and refunds. By clicking on the return number, you can access the details of your return request and obtain return tracking information. As soon as the returned products are received and checked by our teams, we proceed to your refund.

Here are the different statuses of returns:
- Awaiting receipt: Your return request has been taken into account, our logistics teams are waiting for the returned product(s) for validation of the refund.
- In progress.
- Refunded.

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

Raidlight rewards all your online purchases with great benefits and exclusive rewards.

Each purchase on the Raidlight website gives you 5% of your order in the form of a reward points valid for one year. The amount in euros available in the loyalty account is usable for any future order and without minimum purchase amount. Each set of points last 1 year from when they are applied to your account.

If you already have an account with us you are already earning on the reward points scheme.

Earn Km (reward points)

Place an order. 1€ = 1Km

Write a product review on the site. 1 review = 25Km

Follow us on Facebook or Instagram. 50Km

It's your Birthday. 50Km

Convert your Km points into discount

200Km = 10€ discount

400Km = 20€ discount

Refer your friends

You get 5€ for each referral. Your friend gets 5€ too.

Become a VIP member. Earn more rewards and get exclusive benefits

Bronze. You are a VIP member

Silver. From 500Km, receive a 5€ voucher

Gold. From 1250Km, receive a 15€ voucher

Platinum. From 2000Km, receive a 20€ voucher

Raidlight is extending its desert racing expertise by now offering the installation of desert gaiters.

This operation involves sewing a Velcro strip onto the shoe so that the gaiters can then be attached. For optimum protection and durability, it is essential to have them sewn on, as glue cannot withstand the extreme conditions of the desert, neither the heat nor the abrasion caused by the sand. This service is carried out in our Saint-Pierre-de-Chartreuse (FRANCE) workshop by our seamstresses.

- If you decide to enter a race such as the Marathon des Sables® or Half Marathon des Sables®, the desert gaiters are essential, as they will prevent sand from getting into your shoes. 

- Raidlight desert gaiters are compatible with all brands of footwear. 

- The price of €59 includes the installation of gaiters for both shoes.  

Step 1 - Trying on shoes and gaiters

Whether you buy on the Raidlight site your pair of shoes and the gaiters or only the gaiters, we ask you to try the products before sending them to us for installation. Fitting desert gaiters is an irreversible procedure, so it's important to be sure of the shoes and gaiters that will accompany you into the desert. 

Step 2 - Send us the clean shoes and gaiters, please remove the laces 

Shipment of gaiters and shoes is at your expense and via the carrier of your choice. Please send your parcel to this address: Raidlight - Service installation des guêtres, 115 route de Perquelin 38380 Saint-Pierre-de-Chartreuse, France.

Until the parcel has not arrived at our premises, We accept no responsibility for any problems encountered during delivery. 

Please include the form with your contact details and the information you need to install the gaiters and return your parcel.

click here to download the form. 

Step 3 - Receive your parcel

Once we have received your parcel, we will check that the shoes are in order and clean. We reserve the right to refuse to install the gaiters if the shoes do not comply with the terms and conditions (for more information, please refer to the terms and conditions or FAQ). 

Step 4 - Installation of the gaiters

Our workshop will sew the Velcro strip onto your shoes.. 

From the date of receipt of the parcel to the date of return, please allow a fortnight. 

Step 5 - Return of your shoes and gaiters

We will return your shoes and gaiters to you by Colissimo. You are responsible for the return postage costs, which will be invoiced to you on an actual basis. All returns will be insured up to the value of the parcel.

Step 6 - Reception of your fitted gaiters

You are now ready to visit the desert

- Each gaiter installation is irriversable, no returns or refunds will be possible.

- For technical reasons, we refuse to pay for the fitting of gaiters on shoes with quick lacing (quicklace, speedlace...). 

- Raidlight reserves the right to refuse to carry out an installation if the shoes do not seem suitable to us. (shoes with quick lacing or in poor condition) or if they are not clean. If one of these cases arises, we will return your parcel to you and deduct the return costs from the amount of the installation refund.

 

- Conformément aux dispositions du Code de la Consommation, l’acheteur
dispose d'un délai de 14 jours, qui commence à compter du jour de la livraison
des produits commandés, pour exercer son droit à rétractation sans avoir à
justifier de motifs, ni à payer des pénalités, à l'exception, des frais de
retour qui seront à la charge de l’acheteur.

- En cas d'exercice du droit de rétractation, Raidlight est
tenue de rembourser l’acheteur ou d'effectuer un avoir (à sa demande) et au
plus tard dans les trente jours suivants la date à laquelle ce droit a été
exercé. L’acheteur doit cependant avertir la société Raidlight en contactant le
service client par mail à contact@raidlight.com de son intention d'utiliser son
droit de rétractation.

 - Sauf motif légitime, toute réclamation formulée au-delà des
14 jours suivants la réception des produits sera considérée irrecevable et la
responsabilité de Raidlight ne pourra être engagée.