FAQ

Returns and Refunds

We kindly ask you to submit your return request exclusively through our online returns portal, in accordance with our returns policy.

You have 14 days from the receipt of your order to make a return.

To return an item, simply follow these steps:

Visit our returns portal via the “Make a Return” link from your customer account, or by clicking here: https://auvieuxcampeur-cp.com/a/return

Select the relevant order, tick the items you wish to return, and specify the reason for the return.
Confirm your request: a prepaid return label will automatically be generated.
Print the label and attach it to your parcel.

Please note before shipping:

Return shipping costs: A flat fee of €4.99 will be deducted from your total refund.
Each return label is strictly linked to a specific order.
If you are making multiple returns, please ship each order in a separate package with the corresponding label. It is not possible to combine multiple orders into a single shipment.
For returns from France, you can visit the Chronopost website to find the drop-off location nearest to you.
Orders Delivered in Multiple Packages
If your order is delivered in multiple shipments, please wait until you have received your entire order before requesting a return.
If you request a return for each package separately, return fees may be charged multiple times.
Returns for online purchases are not accepted in stores, and vice versa.

If your order is delivered in several shipments, we kindly ask you to wait until you have received the entire order before submitting a return request.

If separate return requests are made for each parcel, return fees may be charged multiple times.

Returns for online purchases are not accepted in-store, and vice versa.

You will receive an automatic email notification once your refund has been processed.

Refunds will be issued using the same payment method used for the original order. Refunds are processed within fourteen (14) days from the date we are notified of your decision to withdraw. This timeframe may be slightly extended if we have not yet received the returned product(s) or if you have not provided proof of shipment.

We do not offer exchanges for items purchased on our website.

However, you may return your item for a refund and place a new order for the desired item on our website.

When receiving my parcels, if I believe that the packaging shows signs of damage, I may:

Refuse the parcel, in which case it will be returned directly to the sender.
Request that the parcel be held at my local post office so that I may open it in the presence of an authorised agent.

If an item is missing or damaged, please contact our customer service team immediately upon receipt, specifying your order number and attaching photos of the parcel and/or the affected items.

We take the utmost care to ensure the quality of our products.

However, if—despite all the quality checks we perform—you find a defect, please report it by contacting our customer service team at infos.vcampeur@vcampeur.fr. Our customer service team will provide you with instructions on how to proceed so that we can inspect the product.
If the defect is found to be our fault, we will refund you, and we will cover the costs of return and reshipment.
If no defect is found, you will be responsible for the costs of return and reshipment.

My Order

If you have a promotional code, enter it in the box located at the top right of your basket during checkout to automatically benefit from the associated offer (reduced shipping fees, discount on your order, etc.).

Your order is confirmed once you receive a confirmation email and can see it in the “My Orders” section of your account.

In the confirmation email, you will find your order number as well as a summary of your basket.

If you have not received a confirmation email, please contact our customer service team, providing the date and time of the order as well as the order amount.

We will then confirm whether the order has been successfully placed or advise you on any further action required.

Once your order has been paid for, it is no longer possible to modify or cancel it.

Delivery and Order Tracking

Delivery charges are €7 for orders under €200 within mainland France and Monaco.

Shipping costs are payable by the customer and will be indicated during checkout.

Below is our delivery rates and estimated delivery times table, subject to change:

For orders delivered within the European Union, shipping costs vary depending on the destination country and the weight of the products ordered.

For orders weighing more than 3.6 kg, shipping costs are capped according to the delivery zone.

*Average lead times observed based on our order history

Once your order has been paid for, it is no longer possible to modify the delivery address.

Once your order has been paid for, the delivery method can no longer be changed, and unfortunately we are unable to reschedule or postpone a delivery.

You can track your « parcel » from your customer account as soon as your order has been handed over to the carrier.

If you do not have a customer account: an email containing your tracking number will be sent to you as soon as your order has been shipped.

If you cannot find your tracking number, or if you are unable to track your order, please do not hesitate to contact our customer service team for assistance.

If your order is taking longer than expected to arrive, first check that it has been successfully processed: following payment approval, you should have received an order confirmation email.

You will then receive another email confirming that your order has been dispatched. If after 5 working days you have received nothing and no delivery notice has been left in your letterbox, please contact our customer service team.

Parcels returned to the sender are often due to an error in the delivery address, repeated absence during delivery attempts, or a parcel awaiting collection at a post office beyond the 14-day holding period.

In all cases, when our warehouse receives a returned parcel, our team will contact the customer.

Nevertheless, we invite you to contact our team at infos.vcampeur@vcampeur.fr to determine whether a new shipment can be arranged if desired.

Products

If your size is no longer available on our website, you can sign up for a stock alert to receive an email notification when the item becomes available again.

Customer Account

To create a customer account, visit the homepage of auvieuxcampeur-cp.com and click on the “Account” icon at the top right.

You will be asked to create an account by entering your email address and a password.

You can then complete the requested information.

If you have forgotten your password, click on the relevant link to be redirected to the forgotten password form. An email will then be sent to your inbox with instructions to reset your password.

Your account allows you to manage various settings such as your personal information (surname, first name, email address, etc.), your delivery and billing addresses, and your subscription to the Au Vieux Campeurs - Congés Payés newsletter.

You may also access your order history along with details of each order.

Your account settings can be updated at any time.

If you wish to delete your customer account, you may contact us at infos.vcampeur@vcampeur.fr at any time to request deletion.

A confirmation email will then be sent by our team.

Au Vieux Campeurs - Congés Payés regularly updates the products available on the e-shop. These new arrivals can be found under the “New Arrivals” section in the side navigation menu.

To ensure that you stay informed about our latest products, we invite you to subscribe to the Au Vieux Campeurs - Congés Payés newsletter.

To subscribe to our newsletter and receive updates, you may either:

Visit the homepage of www.auvieuxcampeur-cp.com and enter your email address in the “Subscribe to the Newsletter” box at the bottom right of the page.
Log into your account and go directly to the “Newsletter” section.
Subscribe during account creation by ticking the relevant box.

If you no longer wish to receive our newsletter, simply click the unsubscribe link at the bottom of any newsletter email.

You may also log into your account and update your newsletter preferences at any time.

Please note that unsubscribing from the newsletter does not affect stock availability alerts to which you may also be subscribed.

Payment

Your order may be paid for using Visa, Mastercard, or American Express bank cards. You may also pay using PayPal or Apple Pay.

We also offer payment in 2, 3, or 4 interest-free instalments with Alma for orders over €150.

Once your order has been validated and payment accepted, Au Vieux Campeur - Congés Payés reserves the right to cancel an order if the customer already has an ongoing dispute with Au Vieux Campeur - Congés Payés or if we believe there is a risk of non-payment.

If your card payment was successful but you did not receive an order confirmation email within a few hours, please contact our customer service team.

If your payment has been declined, we invite you to try placing the order again using another payment method, or alternatively to contact your bank directly.

If the issue persists, you may contact our team at infos.vcampeur@vcampeur.fr and we will do our best to assist you.

No banking information is stored on our website. Your payment is fully secure.

Your banking details are entered directly on the secure server of our technical and financial partner, Shopify Payments.

The banking information you provide is encrypted on your own computer and is never in our possession.

Your invoice is attached to the order confirmation email. You can also contact customer service at infos.vcampeur@vcampeur.fr to request an invoice.