Frequently Asked Questions / FAQ

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. 

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.

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).