FREE DELIVERY (Mondial Relay) in mainland France, Belgium, Luxembourg, Spain and Portugal for orders over €100
30 DAYS to return your items
-10% off your first order by subscribing to our newsletter
returns & refunds
Our aim: your satisfaction. If the product you receive doesn't fit or please you, we want you to have time to change your mind. All the answers to your questions about returns and refunds.
The product doesn't suit me, or I've changed my mind. How long does it take to return a product?
You have 30 days from receipt of your order to return an item if it doesn't suit you, if you change your mind or if the size doesn't fit.
Returned items must :
- Be in their original condition, clean, unworn (except for a quick fitting), and with their tags intact.
- Be accompanied by their original packaging if applicable.
Please note: Any item damaged, soiled, incomplete or sent after 30 days will be refused.
What are the return times during the Christmas period?
For orders placed between November 11 and December 31, the return period has been extended to January 31, to facilitate post-holiday exchanges.
Who pays for the return journey?
Return shipping costs are at the customer's expense. We only accept returns via Mondial Relay, whose rates start at €4.40 for a small parcel.
We cannot refund the initial delivery charge, even if you return your order in full. These costs cover the carrier and are invoiced as soon as your package is dispatched.
Can I exchange a product?
We do not offer exchanges. If you would like a different size or model, return the product for a refund, then place a new order.
Can I return several orders in one parcel?
Yes, you can combine several items from different orders into a single package, as long as each item meets the 30-day return period.
Don't forget to add the returns form for each order concerned.
What should I do if I have received an incorrect product?
If an error has been made in the preparation of your order, please contact our customer service department immediately. We'll take care of the return shipping costs and rectify the situation as quickly as possible.
What should I do if I receive a damaged item?
If a product is damaged on receipt, follow these steps:
- Take clear photos of the damaged item.
- Contact our customer service department with photos and a description of the problem.
We'll send you a prepaid return slip, and on receipt of the product at our premises, we'll offer you a replacement or refund.
Conditions:
- The item must be returned within 30 days of receipt.
- It must be clean, unworn and with its tags intact.
What should I do if a product develops a fault after several uses?
We guarantee the quality of our products, but they are still textiles and may wear out over time. If a manufacturing defect is found, we recommend that you contact us within 30 days of receipt of the item. After this period, we cannot guarantee a refund or commercial gesture.
Items damaged or worn by the customer: Although we strive to offer quality products, textiles are not indestructible. If an item is reported several months after purchase with defects or wear (pulled threads, loose seams, etc.), this damage will be considered to be related to normal use or improper care (e.g. machine washing at inappropriate temperatures).
Please note: Complaints of this type do not give rise to a refund or a commercial gesture. It is the customer's responsibility to take care of his clothes.
How long does it take to get my money back?
Once your return has been received and checked, your refund will be processed within 3 working days. You will receive an email confirming that your refund has been processed. The amount will be credited back to the credit card used to place the order.
Can I return an item purchased at a stand or from a retailer?
Items purchased on our stands at events or via a reseller cannot be returned or refunded by our customer service department.
For returns or complaints concerning a product purchased from a retailer, please contact the retailer directly.
return procedures
How do I return an item with Mondial Relay?
1. Prepare your parcel:
- Replace items in clean, airtight packaging, preferably the original.
- Fill in the return form available on our website and insert it in the parcel.
2. Create your return label:
- Log on to the Mondial Relay website and generate a return label by entering our full contact details:
Recipient: Resilience Skill
Address: ZA La Delphine, 85580 Saint-Michel-en-L'Herm, France
Email: shop[AT]resilience-skill.fr (Attention [AT =@]
Point relais destinataire:
Locker 24/7 Carrefour Contact 6 rue de l'Abbaye 85580 SAINT MICHEL EN L'HERM - If not available: Le Cheval Blanc, 85580 Grues
Please note: Make sure you enter our contact details correctly. Any error in the email address will make the return impossible, and you will be liable for the cost of returning the item.
3. Drop off your parcel:
- Glue the generated return label to your parcel.
- Drop off the parcel at the Mondial Relay point of your choice and keep the proof of delivery.
Important conditions for returns:
Condition of items: All items returned must be in impeccable condition: clean, unworn (with the exception of a quick fitting), with their labels intact and, if applicable, in their original packaging.
Non-conforming items: If we receive items that are dirty, worn, damaged or without labels, they will not be refunded. The customer will be asked to pay a collection fee. If no response is received within 15 days, the items will be discarded.
Abuses detected: Customers who deliberately send items in an unacceptable condition will be blacklisted from our site and will no longer be able to place orders.