FAQs

FAQ

(Frequently Asked Questions)

🧭 Order & Delivery

What is the average delivery time?
Our products are shipped from our international partner workshops. The average delivery time varies between 8 and 12 business days, depending on the product and destination.
Once your order has been shipped, you will automatically receive a tracking link to follow its progress in real time.

How can I track my order?
Upon dispatch, you will receive a confirmation email containing a tracking number and a link to the tracking page.
You can also track your order directly from our “Track my order” page, accessible in the site menu.

What should I do if my order seems delayed?
No worries: delivery times may vary slightly depending on the carriers or periods of high activity.
If your tracking does not change after 6 days, contact our team via the Bivouacamp Support page and we will help you check the situation.

Do you offer free delivery?
Yes. Standard delivery is currently free for all orders, with no minimum purchase required.

Where do you deliver?
We deliver to most countries in Europe and North America, as well as to several other international destinations.
If your country does not appear at the time of payment, contact us to check the feasibility of shipping.

📦 Returns & Refunds

What is your return policy?
You have 30 days after receipt to request a return or refund.
Items must be unused and in their original packaging.
Return shipping is free. Bivouacamp covers return shipping costs for any cancellation made within this period. We will send you a prepaid return label.

How do I request a return or refund?
Simply send a message via our contact form, specifying your order number and the reason for the return.
Our team will advise you on the next steps based on your situation.

My item arrived damaged, what should I do?
Take a photo of the product and the package, then contact us within 48 hours of receipt.
We will offer the quickest solution: replacement or refund.

How long does it take to receive a refund?
Once the request is validated, the refund is made within 3 to 7 working days, to the same payment method used for the order.

💳 Order & Payment

What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), as well as PayPal.
All payments are secured by SSL encryption.

How do I use a promo code?
You can enter your code in the “Discount Code” box before confirming the payment.
The discount is applied immediately to your total order.

Can I cancel or modify my order?
Yes, if your order has not yet been shipped.
Contact us promptly after your purchase — beyond 24 hours, the order is often already being prepared.

🎒 Products & Stock

Where do your products come from?
Our products are selected from international partner manufacturers whom we choose for their reliability, quality and originality.

How can I tell if a product is in stock?
The products available for sale on our site are in stock at our partners.
In the event of exceptional unavailability, we will contact you promptly to offer an exchange or a refund.

What should I do if an item is missing from my order?
Some items may be shipped separately from different warehouses.
Check the tracking of each package — if a product is still missing after a few days, contact us for verification.

📬 Contact & Support

How can I contact you?
Our team is available via the website's contact form or by email.
We typically respond within 24 hours.

What is the customer service response time?
We do our best to process each request within 2 days, depending on the volume of messages received.

🏕️ Bivouacamp Spirit

Bivouacamp is a team passionate about adventure and outdoor equipment.
We work with several partners around the world to offer accessible, practical and travel-inspired products.
Our mission: to make outdoor living simple and enjoyable, everywhere.