Return & Exchange

01 Which policy applies to your order

The remedies available to you depend on where your order is delivered. Please read the section that applies to your delivery destination. In every case, and wherever you are in the world, items that arrive defective, damaged, or incorrectly shipped are covered, as set out below.

Orders delivered in the EU, EEA, and United Kingdom: your statutory right of withdrawal

If your order is delivered within the European Union, the European Economic Area (the EU plus Norway, Iceland, and Liechtenstein), or the United Kingdom, you have the right to withdraw from your order within 14 calendar days of receiving it, without giving any reason, in accordance with French and EU consumer law (Articles L.221-18 et seq. of the French Consumer Code) and equivalent UK law. Within this 14-day window, you are entitled to a full monetary refund, including standard delivery costs, in accordance with our Terms & Conditions.

To exercise your right of withdrawal, tell us within 14 days of receiving your order, either with our online withdrawal form, which emails you an acknowledgement straight away, or by writing to relations@truetribe.paris. You then have 14 days from your notice to send the pieces back. We refund you within 14 days of receiving your notice, using your original payment method. We may hold the refund until we have received the pieces or proof that you have sent them, whichever comes first.

Exceptions to the right of withdrawal

• Items made to your specifications or clearly personalised, including made-to-measure pieces and garments with embroidery, monogramming, or other custom features you have requested. A standard piece we produce on demand after your order keeps its 14-day right of withdrawal.

02 Returns and exchanges by destination

Whatever your destination, we offer a return and exchange window of 20 calendar days from the date you receive your order. Beyond this period, returns and exchanges will not be accepted, except where required by law. What you can request within that window depends on where your order was delivered.

Orders delivered in the EU, EEA, and United Kingdom

Day 1 to Day 14 · statutory period

You may request a full refund, an exchange, or store credit.

Day 15 to Day 20 · voluntary period

We offer exchange or store credit as the default remedy. Store credit does not expire.

Orders delivered outside the EU, EEA, and United Kingdom (including the US, Canada, and Switzerland)

For all other destinations, unless mandatory consumer protection law in your country of residence grants broader rights, returns for change of mind, size, fit, or colour preference are eligible for store credit or an exchange, at your choice, within 20 calendar days of delivery. We do not offer a monetary refund for these change-of-mind returns. Store credit does not expire. For an exchange, where the replacement piece has a higher price you will be asked to pay the difference before we ship it; where it has a lower price, the difference is issued as store credit.

Defective, damaged, or incorrectly shipped items (all destinations)

Wherever you are, if a piece arrives defective, damaged, or is not the item you ordered, you may choose a replacement or a full refund, and we cover all return shipping costs. EU, EEA, and UK customers also retain the legal guarantees provided under French law (the legal guarantee of conformity and the guarantee against hidden defects). These rights are preserved regardless of destination and are never affected by the policy above.

03 Eligibility conditions

To be accepted, returned items must be:

• Unused, unworn, and in original condition;
• Accompanied by all original tags and packaging intact;
• Carefully repacked to ensure safe return.

Trying a piece on, as you would in a store, does not count as wearing it. Handling beyond what is needed to assess a piece may reduce the amount refunded, within the limits set by law.

Pieces personalised at your request, including pieces embroidered with your initials and made-to-measure pieces, cannot be returned or exchanged, wherever they are delivered and whatever price was paid, unless they are defective, damaged or not as ordered. A standard piece we produce on demand after your order is not personalised and follows this policy in full.

We reserve the right to decline returns that do not meet these conditions, or that appear inconsistent with responsible personal purchasing (for example, bulk multi-size orders placed without genuine purchasing intent). Your statutory rights remain unaffected.

04 How to initiate a return or exchange

Please contact our Client Services team at relations@truetribe.paris (or alternatively contact@truetribe.paris) with your order number and the reason for the return or exchange. A member of our team will reply personally and provide the appropriate return instructions, including the return shipping address.

05 Exchanges

Subject to stock availability, we accept exchanges for a different size, colour, or alternative piece of equivalent value. Where the requested replacement has a higher price, you will be asked to pay the difference before we ship the replacement. Where the requested replacement has a lower price, the difference will be issued as store credit.

Exchanges are processed only after we have received and inspected the original returned piece.

06 Return shipping costs

• Standard returns (your withdrawal or voluntary return): return shipping is at your expense.
• Defective, damaged, or incorrectly shipped items: we cover all return costs.

Original outbound shipping charges are non-refundable, except in the case of statutory withdrawal where standard delivery costs are reimbursed in full.

07 Processing time

Once we receive your return:

• Validated exchanges and store credits are processed within 5 to 7 business days following receipt and inspection.
• Statutory refunds are made within 14 days of receiving your withdrawal notice. We may hold them until we receive the returned pieces or proof of dispatch, whichever comes first.

08 Promotional purchases, including Black Friday

Pieces bought at a reduced price, including Black Friday, Archive sales, seasonal promotions, limited-time reductions and bundled offers, can be returned for store credit within 20 calendar days of delivery, wherever applicable law permits. Please request the return within that period and send the piece back within 14 days of your request. Return shipping is at your expense.

The credit equals the amount you actually paid for the piece, after all discounts. It does not expire and can be used in part. Promotional pieces are not eligible for an exchange, or for a monetary refund beyond your statutory rights. Pieces embroidered with your initials cannot be returned unless they are defective. Full-price pieces in the same order keep the standard policy above.

Your statutory rights are unchanged. If your order is delivered in the EU, EEA or UK, your 14-day right of withdrawal applies to promotional pieces too, with a full refund to your original payment method, as set out in section 01. We issue store credit instead only if you expressly choose it. Wherever you are, pieces that arrive defective, damaged or not as ordered are covered by a replacement or a full refund, at our cost.

09 Our Free Repairs commitment

TRUE TRIBE garments are designed to endure. If one of our pieces tears or fails to live up to our quality standards due to a manufacturing or material defect, we will repair it free of charge, where reasonably possible, even outside the statutory guarantee window.

To request a repair, please contact relations@truetribe.paris with details of the garment and the issue, including photographs where helpful. This commercial guarantee is offered in addition to your statutory rights and does not replace or limit them. It excludes damage from normal wear and tear, accidental damage, misuse, improper care, or alterations made by third parties, and is subject to material availability and the technical feasibility of the requested repair.

10 Getting the right fit, first time

We recommend consulting our Size Guide before placing your order. If in doubt, our Client Services team is available to advise. Ensuring the right fit from the outset is part of our shared commitment to responsible, lasting fashion.