Frequently Asked Questions / FAQ

The points accumulated are annual. Each new year, points will drop to 0. !

(Note: points will reset to 0 on 12/31) 

Upon receipt of the package, if you notice that it is damaged:

- If the parcel is handed to you in person and you notice that its packaging is damaged, you can still receive it while asking the postman to record your observation/reservation upon delivery.

- When opening the parcel, if you judge that its content is damaged, we invite you to contact our After-Sales Service (ASS) as soon as possible, by email at support@vitality.gg and send us an explanation of the incident, the reference number of your order and precise photos of the incident: a general picture of the content in its packaging showing the colissimo label with the reference number, a picture of the packaging and its content if damaged, a picture of the packaging and how it was packed. [email protected] by sending us an explanation of the incident observed, the number of your order accompanied by precise photos of the incident: general photo of the contents in its packaging showing the colissimo label with the number, photo of the packaging and contents if deteriorated, photo of the packaging and how it was packaged.

- Upon receipt of your e-mail, our after-sales service will analyze your request and will get back to you to inform your order’s follow-up.

Please find below a 3-step procedure for filing a complaint with the Post Office:

1) First, we invite you to check that one of your neighbors has not received it or that the parcel has not been deposited in your building hall or garden by the postman.
2) After checking this, you will have to file a contestation with the post office, by telephone at 3631, choice number 1 then 2.

Unfortunately, we do not offer this solution. Please contact support by e-mail at : [email protected] to make a return. 

We have created a size guide for every product to help you make the right choice.

In case of doubt, and if you live in the Paris area, you can go to the V-Hive store to check the size of the product of your liking.

As indicated in our GTC, for any standard order (without flocking), you have 30 days to return an item.

When the product is defective, or when it does not conform to your order (e.g. wrong size, wrong item), the return costs will be assumed by Team Vitality. Our after-sales service will send you a return slip. However, if you wish to exchange/return your item due to a mistake in size, or a change of mind, the return costs will have to be assumed by you. will be the responsibility of Team Vitalityour after-sales service will communicate a return slip.

However if you wish to exchange/return your item due to an error in size, or a change of opinion, the return costs will be charged to you will be at your expense.

We invite you to contact our After-Sales Service (SAV) as soon as possible, by email [email protected]

If your order has not yet been processed and/or shipped, we may cancel it and you will be able to place a new order including the missing products.

If your order has already been processed and/or shipped, we will no longer be able to cancel it. You will have to place a new order to include the missing items.

We do not have an autograph “stock”.  

We invite you to attend a Vitality event, where you will have the opportunity to meet the players. to go to a Vitality event, where you will have the opportunity to to meet the players. You can also follow our networks to participate in contests to win signed items.

When an item is out of stock you can click on your size and select “alert me by e-mail”.

By sharing your e-mail, you will be notified as soon as the item is back in stock by Email, you will be notified when the item is available again.

We invite you to contact our After-Sales Service (SAV) as soon as possible, by email [email protected] 

As stated in our General Terms and Conditions of Sales (GTC), we will not be able to cancel your order if it contains flocking and if it has already been processed.

We invite you to check the size/product indicated on your invoice and if you notice a discrepancy with what you received, it is because a mistake during the preparation of your order has obviously been made.
We apologize for the inconvenience.

We invite you to contact our After-Sales Service (SAV) by email [email protected] 

After analyzing your request, our after-sales service will contact you and will send you a return slip to retrieve the item and proceed with the exchange.

Please check the packaging of your parcel and your products. An item may be stuck to another product.
If despite your verification, you do not find the missing product, do not hesitate to contact our After-Sales Service (SAV) by email. [email protected]

For non-flocked items, you have a period of 30 days from receipt of your order to exchange the products purchased on our website: https://shop.vitality.gg/
Only new products, unworn, labelled and in perfect condition can be exchanged.

For any exchange please contact our customer service by email at [email protected] with proof of the order number, the item(s) returned and the reason.

In order to facilitate the processing of your request, we kindly ask you to include in your package the details of your order and the reason for your return: the invoice and/or order reference number + postal address + surname + first name + the reason for your return.

As indicated in the GTC, no exchange is possible after validation of the order for customized jerseys/products (flocking).

You can contact our after-sales service by e-mail : [email protected] to explain the problem. To make it easier to process your request, please send us a photo of the problem (if possible), along with details of the problem.

After analyzing your request, our after-sales service will contact you and send you a return slip to recover the defective products and will propose a solution (refund or exchange).