Frequently asked questions
Featured Questions
To ship your order as quickly as possible, our logistics team works rapidly. Once your order is confirmed, it can no longer be modified or canceled. Please ensure that the items in your cart are in the desired colors, sizes, and quantities. Also, double-check your delivery address. If there is an error in your order, please contact our customer service and place a new order.
Shipping costs vary depending on the chosen delivery method and will be indicated in your cart at checkout.
- Delivery in France: Delivery times are 2-3 business days for home delivery and 3-5 business days for UPS pickup point delivery once your order is handed to the carrier. Shipping is free for orders of €500 or more (excluding shipping costs).
- Delivery in Europe: Delivery is home-only within 4-5 business days once your order is handed to the carrier. Shipping is free for orders of €500 or more (excluding shipping costs).
Delivery times may be longer for personalized products.
In case of delay or lack of delivery, please contact our team via the contact form.
If one or more items from your order on freejumpsystem.com do not meet your expectations, you have 14 days from receipt to request a return and send the items back to us. Please note that products purchased on the website freejumpsystem.us may not be returned unless proven to be defective.
Returned items must be in their original packaging, tagged, unworn, unwashed, and in perfect resale condition for our warehouse to accept the return.
For returns for exchange or refund, return shipping costs are your responsibility. Shipping and return costs are also your responsibility for after-sales service if the product is out of warranty.
Refunds will be processed within a maximum of 10 business days from receipt and processing of your return.
You will receive a confirmation email once your return is validated by our warehouse.
Yes, our products are covered by legal warranties, valid with proper and careful use. This includes:
- The legal warranty of conformity;
- The legal warranty against hidden defects.
For some products, we provide a technical notice with usage and maintenance recommendations. All claims must be accompanied by proof of purchase. If the claim is valid, we will cover the return, repair, or replacement of the defective product, as well as reshipping. Cleaning costs are the customer's responsibility.
All after-sales service requests are handled directly through our authorized dealers. Please contact the store where you purchased your product to initiate a return for after-sales service. We will work with them to find a solution as quickly as possible.
We ship orders placed on our website within France and Europe. For other countries, please contact one of our resellers to make your purchase. Use our dealer locator to find the nearest reseller.
If one or more items from your order on freejumpsystem.com do not meet your expectations, you have 14 days from receipt to request a return and send the items back to us.
Returned items must be in their original packaging, tagged, unworn, unwashed, and in perfect resale condition for our warehouse to accept the return. For returns for exchange or refund, return shipping costs are your responsibility. Follow these steps to request a return for an order placed on our website:
- Log in to your account and access your orders;
- Click on the relevant order;
- Select "Make a Return";
- Add the items you wish to return (choose the item, quantity, and return reason);
- Validate your return;
- Post your package.
Refunds will be processed within a maximum of 10 business days from receipt and processing of your return.
We understand it can be challenging to choose the best size when ordering online. To assist you, FREEJUMP has carefully created a size guide available on each product page with detailed measurements.
We do not sell spare parts to our customers. Additionally, we do not advise our customers to repair their stirrups themselves. Stirrups are safety products, and our after-sales service team is available to check and repair your stirrups.
Our payment partner Alma offers a 2- or 3-installment payment solution without fees for debit cards (Visa or MasterCard) applicable to all our products for purchases between €500 and €2,000. To use this option:
- Select the Alma payment method in 2 or 3 installments at checkout on freejumpsystem.com;
- Fill in the required information or log into your Alma account;
- Accept Alma's terms and conditions for installment payments without reservation;
- Confirm your order.
You will receive a confirmation email from FREEJUMP and another from Alma confirming the installment plan and payment schedule. Payments will be spread over 2 or 3 equal installments, automatically debited from your card.
You can track your order's progress in the "My Orders" section of the "My Account" area. You will find detailed information on your orders and their status. You can also visit the carrier's website and enter your tracking number to track your shipment. You will receive a shipping confirmation email from us as soon as your package leaves our warehouse. This email will include your tracking number to monitor your shipment on the carrier's website.
To try our products, visit one of our authorized resellers. Use our Dealer Locator to find the nearest reseller.
We recommend trying our products to choose the correct size either in a tack shop or at our resellers' competition stands.
All parts of your stirrups can be replaced except the main branch and the floor. FREEJUMP can replace parts as part of an after-sales service procedure, keeping the product configuration identical to the original (no possibility to modify the original configuration).
All transactions on our HTTPS-certified website freejumpsystem.com are secure. During payment validation, you are automatically redirected to our certified partners' secure sites using 3D Secure certificates. The entire payment process is encrypted and protected with SSL coupled with bank encryption.
Under the European Payment Services Directive (PSD2), your payment is secured with two-factor authentication if activated with your bank.
Airbag vests come with a cartridge, a safety lanyard, and a key-ball lanyard.
If you encounter difficulties processing your payment, we may not be able to deliver to your address. We only deliver orders within Europe and Switzerland. If your delivery country is eligible and you still cannot validate your payment, please contact us via the contact form.
The FREEJUMP AIRBAG can be worn over any clothing and is compatible underneath jackets tested for compatibility according to the equestrian airbag safety standard NF S72-800-2022.
FREEJUMP textile collection jackets are compatible, as well as tested jackets from many partner equestrian brands including Pikeur, Pénélope, Vestrum, Schockemöhle Sport, Tommy Hilfiger, Struck Apparel, Kerrits, EAST, Jump’in, etc. Check with these brands for an exact list of compatible jackets. FREEJUMP also guarantees compatibility of the FREEJUMP AIRBAG under certified jackets from brands that have passed the NF S72-800-2022 standard such as Samshield, Dada Sport, and Horse Pilot.
If you have a gift voucher or promotional code:
- Go to your cart;
- Enter your code in the "Promotional Code" section;
- Validate by clicking "Apply."
Gift vouchers or credits from our authorized stores are only usable at those retailers and not on freejumpsystem.com.
Follow our tutorial to correctly rearm your airbag vest. FREEJUMP airbag vests must be used with FREEJUMP cartridges to ensure proper functioning and maintain the warranty. It is crucial to use only new FREEJUMP cartridges of the same volume to guarantee optimal safety.
To register your airbag vest and receive a two-year warranty extension, bringing the total warranty to four years including a free full revision within the first two years from the purchase date, visit the Product Registration section at the bottom of the page and complete the form. You will receive a confirmation email once your product is registered.
Yes, internal and external laboratory tests have been conducted to evaluate the X'AIR SAFE's absorption capacity. These tests measure the deceleration of a mass dropped from a predefined height. A smoother deceleration indicates better force absorption, meaning the airbag offers better impact protection.
The results showed that the X'AIR SAFE provides more than four times the force absorption of a body protection system combined with a separate airbag.
To illustrate, imagine the X'AIR SAFE like a car: the rigid outer shell is the first line of defense against impacts, like the X'AIR SAFE's shell. The car's airbag inside provides additional protection for occupants, just like the integrated airbag inside the X'AIR SAFE. Placing an airbag outside a car would not make sense in terms of protection.
If your cartridge has been in your possession for more than a year, it is advisable to weigh it to ensure its weight corresponds to the weight engraved on the cartridge plus or minus 3g. If it is outside this range, the cartridge should be replaced.
If your airbag vest is involved in an accident, the cartridge must be replaced, and it is essential to check the weight of the spare cartridge.
If in doubt, consult your doctor. Also, refer to the FREEJUMP airbag vest user manual.
The FREEJUMP key-ball lanyard is one-size-fits-all and adapts to all riders and airbag vests from Child S to XXL. Don't worry if your lanyard appears loose.