RETURN & REFUND

We hope you will love your bobbin & tricot piece. If you wish to return an item, please follow the instructions below.

PERSONALIZED PIECES

As each personalized piece is embroidered especially for you, personalized items cannot be returned or exchanged.

If we have made an error with your order — including the product, size, colour or embroidery — or if your item arrives damaged or faulty, please contact us and we will make it right.

A personalized order may be cancelled within 24 hours of being placed.

HOW DO I RETURN AN ITEM?

For non-personalized pieces, you may notify us of your decision to return an item within 14 days of receiving your order. Once you have notified us, you have a further 14 days to send the item back.

Please contact us before returning your item, quoting your name, order number and the item(s) you wish to return.

Please download and complete our Return Form and include it inside your parcel. This helps us identify and process your return quickly.

Items must be returned unworn, unused and in their original condition, with all original tags attached.

Please keep your proof of postage until we have confirmed receipt of your return.

Return address:
VITOS SAS
22 rue Cauchy
75015 Paris
France

RETURNS FROM OUTSIDE THE EUROPEAN UNION

For returns sent from outside the EU, please clearly declare the shipment as RETURNED GOODS and attach the original invoice to the outside of the parcel.

Incorrectly declared returns may be subject to import duties and taxes and may have to be refused and returned to the sender.

DO I NEED TO PAY FOR MY RETURN?

Yes. Return shipping costs are the responsibility of the customer.

You may use the carrier of your choice. We strongly recommend using a tracked service and keeping your proof of postage until your return has been received.

REFUNDS

Once you have notified us of your return, your refund will be issued to your original payment method within the applicable legal timeframe.

We may withhold the refund until we have received the returned item or you have provided proof that it has been sent back, whichever occurs first.

Your bank or payment provider may require additional time for the refunded amount to appear in your account.

You will receive an email confirmation once your return has been processed.

DAMAGED OR FAULTY ITEMS

If your order arrives damaged or faulty, please contact us as soon as possible, quoting your order number and describing the issue.

We may ask you to provide photographs so that we can assess the problem and arrange the appropriate solution.

E-GIFT CARDS

E-Gift Cards may be cancelled within 14 days of purchase, provided they have not been used, even partially.

If eligible, the full amount will be refunded to the original payment method. Once an E-Gift Card has been used, even partially, it can no longer be refunded.