Politique de remboursement

Last updated: 22 October 2026

You have 14 calendar days from the day your parcel arrives to send an item back. You do not need to give a reason, and the return is not limited to items that are faulty. The count starts on the delivery date recorded by the carrier.

That 14-day window is the statutory withdrawal period for consumers under French law. Nothing in this policy shortens it or puts something else in its place.

Condition. Items should come back unused and in a state that allows them to be sold again, with tags attached and any packaging that came with them. Knitted pieces are worth a word here, because they behave differently from woven ones. A jumper or cardigan that has been worn outside, washed, or stretched at the cuffs and neckline cannot be accepted as a change-of-mind return; trying it on indoors over a thin layer is fine. A scarf may be held up to a mirror, but one that has picked up perfume, smoke, or cooking smells counts as used. A hat worn against the head cannot be accepted for hygiene reasons unless it is faulty. This does not affect your remedies where the item was faulty on arrival, damaged in transit, or not the item you ordered.

Starting a return. Email info@tricotelle.my or call +33 624795693 within the 14 days, with the order number, the date the parcel arrived, and the item you want to send back. We will reply with the return instructions and confirm the address. Please wait for that reply before shipping anything, because the return has to be logged against your order.

Return address.
Tricotelle
27 Avenue Georges Clémenceau
Ambert, 63600
France

Return postage. Return postage is on us. There is no restocking fee, and no postage amount is taken out of your refund. If you would rather use a tracked service of your own, keep the tracking number until the refund has landed.

Refund timing. Once the returned item reaches Ambert, we inspect it and process the refund within 1–2 business days. The money goes back to the payment method used for the order: Visa, MasterCard, or PayPal. From the date we process the refund, the bank or payment provider normally needs 7–8 business days to make the amount visible on your statement. Taken together, the refund is completed within 10 business days of the returned item reaching us. We email you on the processing date, and again once the refund has been issued, so you have a record of when the 7–8 business day period began.

What to have ready when you contact us. To keep the return moving without back-and-forth, please have: the order number and the date you placed the order; the date the parcel was delivered; the email address used at checkout; the place and date of purchase and your proof of purchase; a photograph of the item where the return is for a fault, a fit problem, or transit damage; and a sentence or two about what you are not happy with. A short email with those details is enough to open a return — no formal letter and no separate form.

Faulty, transit-damaged, or wrong item. Tell us within 14 days of receipt, with a photograph and a description. Where stock allows we replace the item; otherwise we refund it in full to the original payment method. Return postage is on us and no restocking fee applies. If we ask you to dispose of a low-value damaged item instead of shipping it back, we will put that in writing before the refund is issued.

What the change-of-mind window does not cover. Personalised items, items knitted or altered to a customer's specification, and items sealed for hygiene reasons where the seal has been broken after delivery fall outside the 14-day change-of-mind return route.