FREQUENTLY ASKED QUESTIONS -
What is the Ready-to-Roll Pack?
The Ready-to-Roll pack includes a shoes equipped with the Flaneurz system (transformed soles) as well as two rolling parts that can be clipped under the shoe. A clip-off key is also included in your pack.
What is the Change Your Shoes offer?
The Change Your Shoes offer is available for Clique members already equipped with a Ready-to-Roll pack. With this offer you can order new shoes equipped with the Flaneurz system only. These new shoes will be compatible with your previously acquired rolling parts.
How do the "Custom" options work?
New shoes (unworn outdoor)
Flat sole made of rubber material
Size must be between 35 and 46 ⅔ (European size)
Minimum sole thickness: 7,0 mm in the front, 13,0 mm in the back
Sole's bump must not exceed 5mm depth with the ground contact area
Shoe tongue must be able to allow access to the shoes internal front part
Size must be between 35 and 46 2/3 (European size).
Shoes must allow a good heel support during the walking movement
Shoes can be low
When you place your order, you are asked for a URL link (internet link). This allows us to check that your shoe is compatible. A team member contacts you and gives you the shipping address within one business day. Purchase and shipping of this shoes is your responsibility. It is quite possible to have a shoes delivered from a third party e-commerce site, by entering the SkateLab address directly.
How does the clip and unclip system work?
Each Ready-to-Roll pack includes a user guide describing each step of the clip and unclip movement. The video tutorial also serves as a reference and teaches you this movement. Don't forget to activate the subtitles to have the explanations.
Does the shoes comfort change with the Flaneurz system?
Three years of Research & Development were required to design the Flaneurz mechanical system. We have worked in collaboration with the INP (Institut National de Podologie) to ensure that the transformed shoe remains comfortable and flexible when walking, but also when riding. The product continuous improvement allows us to make the system more and more discreet.
How does restock work at Flaneurz?
We do not guarantee restocking at Flaneurz. As Ready-to-Wear brands, we offer four collections (Spring, Summer, Fall and Winter) per year. When a reference is out of stock, restock on the site is not guaranteed.
How can I be informed of new available skates?
The easiest way not to miss our product releases is to subscribe to our newsletter.
How to choose the right size of my Flaneurz rollers?
A "Size Guide" tab is available on each product page. You will find the official guide of the shoe brand, in European and American sizes. You can also find your size from your foot measure. However, we advise you to visit a traditional physical shop to try if you have any doubts between two sizes.
Should I take my usual size for my Flaneurz skates?
Your shoes transformation to install the Flaneurz system does not change the size you choose. Take your usual size. If you are hesitating between two sizes, we advise you for your comfort to take the larger size, because in sports situations, your feet may tend to swell.
For my Change Your Shoes, do I have to take the same size as my first Flaneurz pair?
When ordering a Change Your Shoes, you can take a new shoe that is not the same size as your first pair. Thanks to the serial number, we will be able to reproduce the identical positioning of the "female" system (in the sole). Your shoe size can vary by more or less one and a half size.
Where can I find my Flaneurz serial number?
Your serial number is struck under your right rolling part. Its format is as follows: FZ _ _ _ _ . It will be useful for you to communicate with the Team if you encounter any problems with your Flaneurz system, but also for all your Change Your Shoes orders.
Where can I find technical skates information and characteristics?
The "Rolling Parts" tab allows you to discover all the skates technical characteristics. You can also find further informations on our blog article "Flaneurz Series".
What are the differences between the rolling parts series?
In order to adapt to the various skating practices, Flaneurz offers three rolling parts series to equip the shoes: First, Iconic and Premium series. One element is common to all three Flaneurz series: the clip and unclip system. All the differences between the series can be consulted on the blog post "Flaneurz series" as well as in the tab "Rolling parts" present on all the product pages.
What practice can I do with my Flaneurz?
The Flaneurz detachable skates have been designed to offer a new soft mobility opportunity. They are designed mainly for walking and urban travel. It is also possible to learn a roller skating practice. However, your Flaneurz are not designed to withstand use in skateparks or in severe impacts.
Do I have a warranty on my Flaneurz product?
Products have a two year warranties During this period, Flaneurz will confirm or deny proposed defects, diagnosing any problems having to do with their products, then if deemed necessary by them repair or replace components. This warranty does not cover the purchasing of a wrong sized product or issues about comfort. This warranty is attached to the consumer making the initial purchase and is not transferable. This warranty does not cover damage caused by:
/Improper maintenance, careless/inappropriate use,
/Normal wear and tear,
/Any violent shock to the system,
/Any technical change made by the user.
Are my shoes equipped with the Flaneurz system waterproof?
Flaneurz does not guarantee the shoes waterproofness. This is an area for improvement that we are working on.
How to maintain my Flaneurz rollers?
Flaneurz detachable skate don’t require much daily maintenance. You can refer to the article "How to maintain skates?" for optimal maintenance. If external elements are trapped in the “female” mechanical system (in the sole), you can remove them with the clip-off key. This doesn’t affect the product properties.
Where my Flaneurz skate are produced?
All Flaneurz detachable skate are handmade, one by one in our SkateLab in Pantin (Grand Paris - France). Six machines and two hours of work are required for their production. To learn more about our savoir-faire, refer to the blog post "Our savoir-faire".
Where can I try and buy Flaneurz skates?
All Flaneurz detachable skates can be purchased on our e-shop. If you want to try the product, we offer daily meetings at the Sk8Lab (meeting with a Team member to try out the different models and rolling parts). You can make an appointment directly via our website in the "Store" category.
I'm a skate beginner, how can I learn to brake?
Knowing how to brake in skate is essential to gain in freedom and pleasure. We will explore your learning basics here. Whether you are a novice or experienced skaters, we have gather the most helpful practices to progress.
Where can I order a new clip out key?
A clip-off key is included in your Ready-to-Roll pack. If you lose it, you can order a new one directly from our e-shop.
Which toe stops can I install on my Premium rolling part?
What is the Flaneurz personal account, how do I create it and connect to it?
The Flaneurz personal account allows you to enter all your information and place an order on the Flaneurz website. To create it, simply click on "Setting" (at the top right of your screen) then "Login". On this page, you have the possibility to create your personal space and therefore fill in your personal information, but also to connect directly if it is already created. When your personal account is created, you will receive an email confirming your good registration. To log in, only your email address and the password you have determined will be required.
How can I modify my personal data?
When you connect to your personal account, you arrive on your "Dashboard". In this space, you can "Edit" your information, "Manage addresses" and also modify your "Preferences".
Forgotten password, what can I do?
If you are unable to recover your password, you can click on the "Forgotten Password" link. You will receive an email asking you to reset your password. By clicking on the link sent, you will be able to create a new password. If you are unable to change your password yourself, please feel free to contact us so that we can help you.
Can I unsubscribe from the Flaneurz website?
You can unsubscribe from the site at any time by sending a request to Flaneurz: [email protected] We will then confirm your unsubscription. Your subscription cancelation will automatically delete your account.
How to place an order?
Once you have chosen the product(s) you wish to order, place them in your "Cart" (at the top right of your screen). When the product is added to your cart, a red bubble appears on it, indicating the number of products in your cart. When you have finished your selection, go to your "Shopping Cart" and click on "Order". You will then be asked:
/Invoice information (address on the invoice)
/Delivery information (address where your Flaneurz skates will be delivered)
/Delivery and sales costs (shipping costs are free for any order over 100€)
/Payment information: choose here the type of credit card you want to use, or Paypal
/Order verification: Before switching to the secure payment platform, check one last time that the content of your order is correct.
How to ensure that an order has been taken into account?
When your order is validated, you are redirected to a website page mentioning your order number and the correct handling of it. At the same time, you will receive an e-mail containing your invoice and a summary of your order. If you don’t receive this e-mail or you have not seen the order confirmation page, your order will not be processed. Feel free to write us if you have any questions.
How long does it take to produce my order?
The announced production time is between five to six weeks (upon receipt of the order - and the shoe for Custom orders). Each skates is made one by one by hand, which takes time. The status of your order remains "In process" throughout this period. If you would like an update of the production, feel free to contact us.
I received a Flaneurz gift card, how can I take advantage of it?
/Choose your product(s) on the shop
/Place them in your cart
/Enter your Gift Card code in the "Discount Codes" section in the shopping cart
/The amount of your gift card will be automatically subtracted from your cart
In your personal account, find all the information about your card, in the "Gift Card" tab.The gift card is valid for 1 year from the edition date. You also have the possibility to use the amount of your gift card in several times.
From which country can I order and have my Flaneurz delivered?
Flaneurz detachable skates can be ordered anywhere in the world. In the same way, we deliver the Clique members to all countries for free.
Is it possible to cancel my Flaneurz order?
It is not possible to cancel or modify your Flaneurz order from your personal account. For any request, please feel free to write to us directly, and as soon as possible.
What are the payment methods available on the site?
The payment methods available on our e-shop are as follows: Credit card - Visa - Mastercard - American Express - Paypal
Is online payment secure?
Your transactions payment is managed by our bank BNP Paribas, or by Paypal. No data necessary for the transaction is transmitted through our site, and we don’t record information relating to your payment method. In addition, navigation on the Flaneurz site is carried out via the HTTPS protocol.
Are there any other payment methods?
If you are unable to finalize your order on our e-shop, feel free to contact us.
Are there any payment facilities?
There is no payment facility available on our e-shop yet.
What are the shipping costs applied?
Flaneurz offers shipping costs for all orders over 100€, anywhere in the world. If you place an order for less than 100€, the shipping costs applied for your country will be available when you place your order, in the category "Delivery and selling costs".
What are the delivery methods offered?
We entrust all orders shipments to Chronopost.
What are the delivery times?
Production times are between five to six weeks (upon receipt of the order - and the shoe for Custom orders). From the shipment moment, the delivery takes:
/In Metropolitan France: 2 to 4 days
/International: 5 to 15 days
Please note that delivery times might be extended due to the COVID-19 situation.
Are there any specific requirements for international delivery (outside France)?
Shipping costs are offered for all orders above 100€ without any geographical restriction. Customs duties or local taxes may be payable and may be charged to customers outside the European Union as well as in overseas territories. However, we cannot determine the exact amount or cover these specific costs.
How can I track the delivery of my Flaneurz skates?
When shipping your order, we entrust Chronopost with your e-mail address and telephone number, so that they can inform you about your delivery progress. You are notified when we deliver the package in the delivery circuit. You also have the possibility to follow the progress on a daily basis thanks to the tracking number that will also be assigned and communicated to you. If you do not receive emails from Chronopost or if you need help, feel free to contact us.
What happens if I am not present during the delivery?
If you are not at home when your delivery person comes by, an email will be sent to you to reprogram delivery at your address or at a pick up point. If the parcel is returned to us as “unclaimed”, the second shipping will be at your expense.
Can I have my order delivered to another place than my home?
Delivery at a pickup point is available for some countries. The option will appear in the shipping methods section when you’ll place your order.
Can I change my delivery address after confirming my order?
The modification of your delivery address following the validation of your order is not possible. For any specific request, please contact us quickly.
I didn't receive my skates. What can I do?
Your parcel will be delivered to the delivery address you have mentioned against a signature. However, you may encounter different situations:
/If your parcel is "Returned to sender": We will not fail to contact you within 2 working days after receipt of the package in order to reship it (at your expense) in the best conditions.
/If your parcel is "Delayed": this status may appear for various reasons. Chronopost will contact us if they need further infos on the parcel or your address.
Can I exchange my Flaneurz skates?
Flaneurz "Custom" orders exchanges are not possible as the shoes are supplied by you.
"Collection" orders exchanges is only possible if your product has not been worn, neither in walking nor rollerskating situations and if we have the upper or lower size you need in our stock. Exchange inquiry must be made under 30 days upon reception of the products. The shipping costs related to the return of your product and its reshipment are at your expense. For any exchange request, please feel free to contact us.
How do I return an item?
You have a period of 14 working days from the date of receipt of the products ordered to retract your order without having to justify your reasons or pay any penalties, except for the return costs which remain at your expense and which you must pay. You must return the products to us in their original packaging, unopened and bearing no trace of use (shoes worn, scratched wheels ...). With your products, you will add a copy of the purchase invoice and the cancellation form, if you are returning them definitively, which you will find at the bottom of the legal notices page, at the following address: Flaneurz 17 rue Méhul 93500 Pantin.
Are the return costs my responsibility or Flaneurz one?
The return costs are at your expense if it is not an after-sales service included in the product warranty.
Can I get a refund for an item?
In the event of a return, you will be refunded in full, minus the return costs, which remain at your expense.
What is the repayment term?
You will be refunded as soon as possible and no later than 14 days from the date of actual receipt by Flaneurz of your returned products.
I haven't received my refund, what can I do?
If you have not received your refund within 14 days of Flaneurz's actual receipt of your returned products, please contact us without delay at [email protected].
Shipping costs are free of charge for orders over 100€ all around the world
Credit Card, Visa, Mastercard, American Express and Paypal (Pay in 4 installments, free of charge)
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