Retours & Échanges

For a return request or a problem on arrival, email contact@11maillots.com with your order number. The process depends on whether the item is personalised and why you are returning it.

Non-personalised items: change of mind

For distance purchases covered by French or European withdrawal rights, you have 14 days from receipt to tell us you wish to withdraw, without giving a reason. You then have 14 days to send the item back. Choosing a standard size or colour alone is not personalisation that excludes this right.

Keep the packaging and labels if possible. Handle the item only as needed to check its nature, characteristics and fit; further use may result in a deduction for diminished value.

Clearly personalised items

Items made to your specifications or clearly personalised, for example with a name or number you requested, are excluded from change-of-mind withdrawal rights. Check the size, name and number before ordering. This exclusion does not remove your statutory rights for defective or non-conforming goods.

Defect, wrong item or printing error

Contact us when you notice an issue. Include your order number, a description and useful photos where possible. Errors on our part and defects remain covered by statutory rights, including on personalised items. Your rights are not limited to reporting within 48 hours.

We explain the next steps for your request. Statutory remedies and time limits apply; any return necessary to resolve non-conformity is free of charge to you.

Arranging a return

Contact us for the return address and to identify your order before sending it back. This step does not make your withdrawal right conditional on approval. Direct return costs for a change of mind are your responsibility. Keep proof of dispatch.

Refund after withdrawal

The refund includes the item price and initial standard delivery costs, where applicable. It is made using the original payment method within 14 days of your withdrawal notice. It may be withheld until the goods or proof of dispatch are received, whichever occurs first.

Need help?

Email contact@11maillots.com. For a parcel not received or damaged in transit, see our delivery support information.

Changing size or colour

Outside statutory remedies, we do not offer direct exchanges. For an item eligible for return, follow the return process above and place a new order.