God awful shipping. Delivery partners tracking is abysmal and faulty. Dont buy here unless you want to wait for weeks, if it will ever arrive.
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I have made several purchases over the past few years and everythign has always gone well. Free EU shipping over a given amount, easy returns if something doesn't fit as it should, as well as professi... See more
Company replied
My trail running poles developed a fault about a year after purchase. The after sales service was great. Putting in a warranty claim was straightforward, just filling in a form and uploading photos. S... See more
Company replied
There was a slight delay with shipping my order, however I don’t mind at all; I liked that they informed me about it right after I placed the order, and kept updating me on the status. And actually i... See more
Company replied
Company details
About Hardloop
Written by the company
Chez Hardloop, nous pensons que la nature et le mouvement doivent être au coeur de nos vies.
C’est pourquoi, depuis 2015, que vous soyez débutant ou athlète de haut niveau, nous partageons avec vous notre goût pour le bon matériel et notre passion pour les sentiers escarpés.
Notre mission est de vous aider à trouver le meilleur équipement pour vos aventures !
Nous tenons cette promesse grâce à la meilleure sélection de matériel technique et aux conseils de nos bienveillants HardGuides (experts produits). Quel que soit le lieu de votre prochaine aventure, nous sommes là pour vous aider à l’explorer.
La nature est notre terrain de jeu et notre engagement pour l'environnement une évidence. C'est pourquoi, Hardloop est une entreprise neutre en carbone depuis 2015 et milite pour une consommation raisonnée.
Hardloop, la nature comme terrain de jeu...
Written by the company
- Trouvez le meilleur matériel pour partir à l'aventure !
- Acteur engagé, Hardloop est une entreprise neutre en carbone depuis 2015 et milite pour une consommation raisonnée.
Livraison gratuite dès 100 € - Retour gratuit sous 100 jours
250 marques techniques et plus de 65 000 produits en stock
Besoin de conseils pour choisir votre équipement ? Nos HardGuides sont là pour vous aider !
Contact info
695, Avenue Paul Louis Merlin, 73808, Montmélian, France
- 01 84 67 14 24
- hello@hardloop.com
- www.hardloop.fr
4.4
Excellent
18K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very disapointing service and quality
My mother (71) bought shoes a little over a year ago, after doing extensive research. She has a dog, and she walks every day around 5-7 km, so needless to say, she needs good shoes. She has 2 friends who have hardloop shoes, one of them for 15 years, so that seemed quite promising. unfortunately, within a little over a year, my mothers shoes have cracks, and she cant use them anymore. These shoes are marketed to last 10 years!! She contacted Hardloop who told me to send the shoes, which she did, and then they i did i received them back within days (did they even take more then 2 minutes to check them), with a note that she had not taken care of the shoes enough. She takes very well care of them, using the extra cream and cleaning them, but she was afraid they would say this. Easy right? She is 71, these shoes should have lasted at least another 5-9 years. I can understand that there might be a faulty pair, but to be dismissed like this? For shoes of almost 200 euro?? Scandalous. Treating customers like this.
26 March 2026
Unprompted review
Reply from Hardloop
Hello,
Thank you for sharing your mother's experience. 🙏 We are truly sorry to hear about the condition of her shoes after only a year, especially given how much she relies on them for her daily walks with her dog. 🏔️
We understand your frustration regarding the inspection and the decision. However, we would like to clarify that warranty claims are handled directly by the brands themselves. When we receive a pair of shoes for a defect claim, we forward the documentation and the product to the manufacturer's technical experts. The brand performs the analysis and determines if it is a manufacturing defect or related to usage/maintenance. As a retailer, we rely on the brand's official conclusion. If they determine that the issue is not covered under warranty, we must follow their decision. We sincerely regret that this outcome was not what your mother expected for shoes of this quality. 🌲
Sportively,
Antonin – HardGuide
All good. Item received. Weirdly fast.
Incredibly fast this time. 3rd purshace I do, and as every time all worked fine.
While first two times I had to wait between 2 weeks and a month for the item to arrive, this time is came with 2 weeks of advance....amazing.
So yet again, can recommend.
19 March 2026
Reply from Hardloop
Hello Andrea,
A huge thank you for your amazing feedback! 😊 We're thrilled to hear that your experience was so positive this time. It seems like your Dale Of Norway was eager to start the adventure early! 🏞 Your continued trust means the world to us, and we can't wait to accompany you on more exhilarating trails!
Best wishes,
Mathilde – HardGuide
Perhaps not the right way to contact…
Perhaps not the right way to contact Hardloop, but I think it is the only way to reach them. Can somebody tell me what the status is of order UVWCMBUAK?
Is it in stock, will it be sent soon, or has it already been sent to Spain?
17 March 2026
Unprompted review
Reply from Hardloop
Hello dear client,
Thank you for reaching out! 😊 We understand the importance of knowing your order's status. Rest assured, we will contact you today to provide all the details about your order. Your journey with us is our priority! 🌿
Best regards,
Romain – HardGuide
Order never delivered – seller refuses refund after 30 days
I placed an order with HardGuide on 16 February 2026.
The parcel was never delivered. According to the Chronopost tracking, the shipment was returned to the sender on 27 February 2026 (“return to sender”).
More than 30 days have passed since the order date and I have neither received the goods nor a refund.
I informed the seller that I terminate the contract due to non-delivery within the legal time limit. However, the seller refuses to issue a refund and claims they must wait for the carrier's investigation to be completed.
Under EU consumer law, the seller is responsible for delivery and cannot delay a refund because of an internal investigation with the carrier.
The situation is currently being reported to the French consumer authority through SignalConso.
Update: I have confirmation from DPD last mile delivery company in Belgium about non receive of parcel by customer and 30 days from order date already passed but Hardloop still refuse to refund my non delivery order.
17 March 2026
Unprompted review
Reply from Hardloop
Hello,
Thank you for sharing your feedback. 🙏 We sincerely apologize for the delay and the frustration regarding your refund and the delivery of your order. 🏔️
We have checked the status of your shipment. While the Chronopost tracking indicates a "return to sender" on 27 February, the parcel has unfortunately not yet been identified or received back at our warehouse. It appears the package is currently untraceable within the carrier's network during its return journey. We understand your point regarding consumer law; however, an official investigation with the carrier is currently underway to formally locate the parcel and confirm its status. We are following this case very closely and will alert you as soon as we have news. We are doing our best to resolve this as quickly as possible. 🌲
Sportively,
Antonin – HardGuide
Good experience as always
There was a slight delay with shipping my order, however I don’t mind at all; I liked that they informed me about it right after I placed the order, and kept updating me on the status. And actually it was delivered quite fast despite the shipment delay.
I’m super happy with the item I ordered.
10 March 2026
Reply from Hardloop
Hello,
Thank you so much for sharing your experience with us! 🌟 We're thrilled to hear that you appreciated our communication and that the delivery was faster than expected. It's always a pleasure to be part of your adventures and we can't wait to accompany you on many more trails! 🏞️
Sportingly,
Guillaume – HardGuide
Reply from Hardloop
Hello Tanja,
Wow, thank you so much for your fantastic feedback! 🌟 We're thrilled to hear you're happy with your Ortovox 120 Comp, a perfect companion for any adventure. Here's to more exciting trails and memorable moments in the great outdoors! 🏞️
Best regards,
Antonin – HardGuide
Satisfaction optimale
La réception plus rapide que prévue et un article correspondant pleinement à la description sur le site.
5 March 2026
Reply from Hardloop
Bonjour Nadege,
Un grand merci pour votre retour enthousiaste ! 😊 Nous sommes ravis que votre expérience d'achat ait été à la hauteur de vos attentes. C'est toujours un plaisir de vous accompagner dans vos aventures en plein air ! 🏞️
Sportivement,
Guillaume – HardGuide
Super trusty
Super trusty. Communication and delivery tracking on point. Product is 100% what was sold.
6 February 2026
Reply from Hardloop
Hello Fabrice,
Thank you so much for your fantastic feedback! 😊 We're thrilled to hear that you found everything to your satisfaction. Looking forward to accompanying you on more adventures and trails! 🏞️
Best regards,
Blandine – HardGuide
Wrong Item Sent — Zero Accountability
I had a very disappointing experience with this company and would strongly advise others to think twice before ordering.
I was sent the wrong item. I provided clear photographic evidence showing that the product I received does not match the product advertised on their website. Instead of acknowledging the mistake, customer service insisted that I received the “correct” item and claimed that the product page itself was incorrect.
As a customer, I can only rely on the product description and photos shown at the time of purchase. If the website displays the wrong item, that is entirely the company’s responsibility — not the customer’s. It is extremely concerning that they expect buyers to accept a different product simply because their listing was wrong.
Communication with customer service was slow and unhelpful. Rather than resolving the issue, they repeatedly avoided taking accountability. They have now told me I can return the incorrect item, but they refuse to send the actual product that was advertised and purchased. Instead of honoring the original agreement, they are making me go through the inconvenience of printing return labels, traveling to the post office, and handling the return process myself.
This experience shows a lack of accountability, poor customer service, and questionable business practices. If a company cannot stand by its own product listings, that’s a serious red flag.
I would not recommend shopping here.
27 February 2026
Unprompted review
Reply from Hardloop
Hello,
Thank you for your feedback. 🙏 We are sincerely sorry for this very disappointing experience and the frustration caused by this product discrepancy. 🏔️
Unfortunately, we do not have your order number at hand to perform a full analysis of your case and review your email exchanges with our team. We take your comments regarding the lack of accountability and the return process very seriously. We sincerely apologize for these issues, as they do not reflect the level of service we strive to provide. 🌲
Sportively,
Antonin – HardGuide
Reply from Hardloop
Hello,
Thank you so much for your fantastic feedback! 😊 We're thrilled to hear you appreciated our prompt and professional service. Your Julbo Whoops Spectron will surely be a great companion for all your adventures. Looking forward to seeing you again on the trails! 🌄
Best wishes,
Louis - HardGuide
Reply from Hardloop
Hello,
Thank you so much for your fantastic feedback! 😊 We're thrilled to hear that you appreciated the quality and speedy delivery. Your satisfaction fuels our passion for adventure. Can't wait to see you back on the trail! 🏞️
Best,
Louis - Hardloop
Seamless, positive experience
Purchased a Dakine roller case from Hardloop. Seamless transaction and speedy delivery.
Had an administration query; this was immediately actioned by Emilie in a swift and positive manner, and very much appreciated.
26 February 2026
Unprompted review
Reply from Hardloop
Hello dear client,
Thank you so much for your fantastic review! 😊 We're thrilled to hear about your seamless experience, and it's great to know Emilie could assist you promptly. Your satisfaction is our biggest reward. We look forward to seeing you on more adventures! 🌄
Best regards,
Théo – HardGuide
The order arrived one day earlier than…
The order arrived one day earlier than expected: Perfect and just like the description!
17 February 2026
Reply from Hardloop
Hello Sim,
Thank you so much for your fantastic feedback! 🌟 We're thrilled to hear that your order arrived even earlier than expected and met your expectations perfectly. Looking forward to accompanying you on your next adventure! 🏞️
Best wishes,
Théo – HardGuide
Very good level of service
Very good level of service. À product was not the proper size, I had the opportunity to send it back very fast and the reimbursement is on its way. So efficient, fast and serious
17 February 2026
Unprompted review
Reply from Hardloop
Hello dear client,
Thank you so much for your fantastic feedback! 😊 I'm thrilled to hear that our service met your expectations. It's great to know that you found our process efficient and reliable. Looking forward to seeing you back on the trails soon! 🏞️
Best regards,
David – HardGuide
Smooth delivery!
28 July 2025
Reply from Hardloop
Hello Lila,
Thank you so much for your positive feedback about the smooth delivery! 🚚 We're thrilled that everything went well with your order. Your satisfaction fuels our adventure-loving hearts! Looking forward to equipping you for your next outdoor journey! 🏔️
Adventurously yours,
Arnaud - HardGuide
Super SAV merci !
2 February 2026
Reply from Hardloop
Hej Margaux! 🌄
Tusind tak for din positive anmeldelse af vores kundeservice! Det varmer virkelig vores hjerter. Dit Buff Coolnet UV er et fantastisk valg til dine udendørsaktiviteter, og jeg er glad for at vores service levede op til forventningerne. Vi ser frem til at hjælpe dig på din næste eventyr! 🏔️
Sporty hilsener,
Blandine - HardGuide
Delivered timely
Delivered timely, with good price and item in perfect condition. Highly recommended!
5 February 2026
Reply from Hardloop
Hello,
Thank you so much for your wonderful feedback! 🏔️ We're thrilled to hear that your order arrived on time and in perfect condition. Your satisfaction is what motivates our team every day! Looking forward to being part of your future outdoor adventures.
Sportively,
Guillaume - HardGuide
No communication for a week after i…
No communication for a week after i placed order for 650eur! No reaction on my emails etc.
So i decided to cancel my order. Then customer service came back to me.
Do not recommend!
11 February 2026
Unprompted review
Reply from Hardloop
Hello Zuzana,
I'm truly sorry about your experience with us. 🏔️ Communication delays are not typical of our service standards, and I understand your frustration. We take these situations seriously and are reviewing what happened with your order to prevent similar issues in the future. Your feedback helps us improve. 🌲
Blandine - HardGuide
Ok but...
Products as described, reasonable service I guess, but a long wait for products to be dispatched and so a slow/late delivery.
Return process ok (one item too big) but refund process also long.
From order to refund took about a month..... 🫤
23 January 2026
Reply from Hardloop
Hello,
Thank you for your 4-star review and honest feedback! 🏔️ I understand your concerns about the shipping and refund timelines. We're actively working to improve these processes for a smoother adventure from order to delivery. Your patience is truly appreciated, and we hope to exceed your expectations on your next outdoor journey with us!
Sporty regards,
Guillaume - HardGuide
Excellent from order to delivery.
3 February 2026
Reply from Hardloop
Hi Peter!
Thank you so much for your wonderful feedback! 🏔️ We're thrilled to hear that your experience with us was excellent from order to delivery. Your satisfaction is what motivates us to keep improving our service every day. Looking forward to accompanying you on your next adventure! 🌲
Sporty regards,
Blandine - HardGuide
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.