Faq Sections
PRODUCTS
HOW DO I CHOOSE MY SIZE ?

I AM BETWEEN TWO SIZES, WHAT SHOULD I DO ? 

If you are between two sizes, here is what we recommend:

  - Exercise range :   

  • Booster EVO2We recommend you choose the size down. 
  • Booster Elite | Booster One | Booster Original: We recommend you choose the size up.


  - Recovery range  

ProRecup Elite EVOWe recommend you choose the size down. 


WHAT SIZES DO YOU OFFER ? 

In order to cater for all shapes and sizes, we have implemented a precise cutting system based on your size and calf measurements.

We offer standard sizes (S, M, L), for people measuring under 1.75m.

We offer sizes tailored to people over 1.75m (S+, M+, L+, XXL).

We offer sizes tailored to people over 1.92m (XL, XL+, XXL+)

Your calf measurements will then specify what size you should go for. If you are between two sizesclick here for more information. 


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ORDER
HOW DO I PLACE AN ORDER ?

    1 - Go online to bvsport.com

    2 - Browse the different categories on our website and choose the product(s) that you want to buy. Select your size and the colour(s) that suit(s) you for each product and add it/them to your basket. 

    3 - Once you have chosen your item(s), click on the basket in the top right. You can then check the product(s) in your basket. You can enter a promotional code if you have one. 

    4 - Click on "order".

    5 - If it is your first order, you will then be asked to create your customer account and fill in your personal details and delivery information. Otherwise, you can sign in with your existing account. Check that all the information you have filled in is correct, proceed to checkout and fill in your bank details. 

    6 - After placing your order, you will receive a confirmation email confirming your order with our services.


WHAT IS MY ORDER STATUS ?

You receive a confirmation email registering receipt of your order as soon as you have completed the payment. Then we will prepare it and dispatch it as soon as possible. Finally, our carriers will deliver your order to your house or the pickup point of your choice. 


HAVE YOU RECEIVED MY ORDER ?

After confirming your order, you will automatically receive a confirmation email registering receipt of your order. 


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PAYMENT
WHAT ARE THE PAYMENT METHODS AVAILABLE ON THE WEBSITE ?

You can pay with card (Visa, Mastercard), PayPal or by e-Gift card. 


IS IT SECURE TO PAY BY CREDIT CARD ?

Our website is subject to a security system. We have adopted the SSL encryption method to ensure secure payments. Payments are therefore 100% secure and fully supported by our partner "CIC".

None of your banking details pass through our website. Therefore we do not store any bank details.


WHAT ARE THE BENEFITS TO PAYING WITH PAYPAL ?

PayPal is a secure online service that allows you to send or receive money without having to enter your bank details for each transaction, thereby saving a considerable amount of time.  

Furthermore, in the event of a dispute between a buyer and a seller, PayPal can try to find a solution that suits both parties. 


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SHIPPING
HOW MUCH DO DELIVERY COSTS START FROM ?

For any order over 100 euros delivery will be free if you live in one of the following countries : Mainland FranceSpainPortugalGermanyAustriaBelgiumFinlandGreat BritainIrelandLuxembourg, the Netherlands and Sweden

If your order is not over 100 euros, or if you live in a country that is not mentioned above, varying delivery costs will be added to your order, depending on where you live. These will amount to 4.90 euros if you live in Mainland France  

However, if your order is being delivered to a country other than Mainland France, you are likely to pay customs duties or other local taxes, import duties or even state taxes. These costs will be at your expense. 


WHEN WILL I RECEIVE MY ORDER ?

You can also track your order directly via your customer account under the "Order history and details” section by selecting the relevant order reference number.  

At the bottom of the page, you will find all the information about your order as well as the link to track your package.

Once your order has been entrusted to our carriers, your order will take between 2 and 9 working days, depending on where your parcel is being delivered to.


HOW DO I CHECK MY ORDER STATUS ?

You can check the progress of your order at any time in your customer account in the "Order history and details” section.  All you need to do is select the reference number for the last order.

You will also receive notifications by email informing you of the changes in your order status.


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RETURN
I WANT TO RETURN ONE OR SEVERAL ITEMS, HOW DO I DO THAT ?

You can return products within 14 days of your purchase being delivered. 

To return a product or products, all you need to do is follow the following steps:

Step 1 : Login to your customer account.

Step 2 : Click on the "Order history and details".

Step 3 : Click on the order reference for the item(s) you want to return.

Step 4 : Tick the relevant box or boxes for the product(s) you want to return.

Step 5 :  Then fill in the reason for the return.

Step 6 : Click the box "Make a return".

After we have approved it, you will thenbe able to send your product back within 14 days, along with the return form** to the following address 

BV SPORT, 16 rue Necker, 42000 Saint-Etienne

**In the event that the product is faulty or there has been an error on our part regarding your order, a pre-paid Colissimo return label will be supplied (if you are in mainland France). If this is not the case, you will have to pay for the return costs.

Please ensure items are returned clean, unused, unworn, with their labels and in their original packaging. 

On receiving your order, please only try your products on indoors; in the case of underwear, please only try it over the top of your own.

If this is not the case, your return will not be accepted and the products will be sent back to you.


WHAT IS OUR RETURNS POLICY ?

We are committed to refunding or exchanging products that are not up to standard (faulty or defective). You must make any claim concerning items that do not comply with your order (delivery error, defective products, etc.) by any means (email, post) on the day of delivery or within two working days after delivery at the latest. 

Complaints should be sent: 

    -By email to: contact@bvsport.com 

    - By post to: BV SPORT - 16 rue Necker - 42000 SAINT-ETIENNE - France

In your complaint, you must provide the purchaser’s contact details, your delivery or order number, the product references on the delivery note and the reasons for your complaint.

Any complaint made out with this period will not be accepted.

BV SPORT will proceed to exchange or refund the product(s).

Products returned because the wrong item was sent will only be accepted if they are complete products, in their original state (packaging, accessories, instructions, etc.) and with a copy of the invoice.  

Products returned because they are faulty or defective will only be accepted if they are complete products in their original state (packaging, accessories, instructions, etc.). 

Delivery and returns costs will not be refunded.


CAN I ASK FOR AN EXCHANGE ?

If on receiving your order, one or several products do not match your initial order or are faulty, contact us at contact@bvsport.com, indicating the products you wish to exchange and we will send you a return label. Once we have received the parcel, and everything is in order, we will proceed to send you the new products.

If on receiving your order the colour or size of your product(s) does not suit, you can send the products you want to exchange back, at your expense. Please return your products with a letter explaining the reason for needing an exchange to: BV SPORT | 16 rue Necker - 42000 Saint-Etienne. Once we have received the parcel, and everything is in order, we will proceed to send you the new products.


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MY ACCOUNT
WHY CREATE A BV SPORT ACCOUNT ?

For a personalised and interesting BV SPORT experience!  

We will give you your order history and information about your orders and you can choose your preferences (including marketing preferences). It also means it is easy to ensure your details are accurate and up to date, such as your contact and payment details. You can also save items in your basket, see tips on sizes and you can rate and give feedback on products you have purchased from us.

To create your customer account, click here


HOW DO YOU CREATE A CUSTOMER ACCOUNT ? 

To create your customer account, click on the following link : "Create an Account".  Then follow the registration process by filling in the form with your personal details. Then click on "Register". You will then receive an email confirming your registration on our web site. 


WHY DO I HAVE TO PROVIDE MY EMAIL ADDRESS ?

We need your email address so we can tell you what stage your order is at in the process or so you can track your returns. It also means we can contact you if there is a problem with your order or it is going to be delayed. Your email can be used (only if you give your permission when signing up) to inform you about our latest products, promotional offers and our sports news.


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STORE
HOW DO I CONTACT CUSTOMER SERVICE ? 

You can contact us directly via our contact form or phone us on +33 4 77 52 11 47.  

Our customer service is available : 

  • Monday : 9am-12pm | 2pm-5:30pm
  • Tuesday : 9am-12pm | 2pm-5:30pm
  • Wednesday : 9am-12pm | 2pm-5:30pm
  • Thursday : 9am-12pm | 2pm-5:30pm
  • Friday : 9am-12pm 

DO YOU HAVE A PHYSICAL SHOP OR A FACTORY STORE ?

BV SPORT does not have a physical shop or a factory store. BV Sport relies on a network of both French and international partner retailers. Find your nearest store by clicking here.


WHERE ARE YOU LOCATED ?

Our company is located in Saint-Etienne in the Loire region (42). We are not able to welcome the public in our offices or receive returns in person. All the products available on the website are stored in our company in Saint-Etienne.


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