Made in Europe · From one pieceAI-powered 3D configuratorFree quote
Configure
Home›Guides›Warranty and after-sales
After-sales · Warranty

Warranty, after-sales and claims: how it works

A problem with your order? Report it with the “Report a problem” form in your customer area or, failing that, by e-mail to support@flare-custom.com with the order number and photos. Deadlines: 7 days after delivery for business customers, 3 days for a damaged parcel. Consumers benefit from the 2-year legal guarantee of conformity. If the mistake is ours, we remake the pieces concerned at our expense.

Report a problem →Design in 3D
How it works

Report a problem in 4 steps

1

Check on delivery

Parcel, number of pieces, sizes, customisation against the proof. Damaged parcel: refuse it or write precise reservations on the delivery note (“subject to unpacking” is not enough) and take photos.

2

Open the form

Customer area → My orders → “Report a problem”. Items concerned, type of problem, 2 to 6 photos in daylight, a short factual comment.

3

We review

Our team compares with the approved proof and proposes a solution. You choose an option directly in your area.

4

We put it right

If the mistake is ours: remake and reshipping of the pieces concerned at our expense, or a refund of those pieces.

Deadlines

How long do you have to make a claim?

Deadlines depend on your status. They run from delivery.

SituationBusiness customerConsumer
Visible defect, wrong size, name or number, missing piece7 days after deliveryLegal guarantee of conformity: 2 years (report it as early as possible)
Parcel damaged in transit3 days, with written reservations to the carrierWithin 3 days if possible, with reservations to the carrier
Hidden defect (seam giving way, abnormal fading, peeling)30-day commercial warranty30-day commercial warranty, on top of the 2-year legal guarantee

Sources: T&Cs, articles 5.1 and 5.3, article 6 and article 14.5. Business customers: clubs, associations and companies with a registration or VAT number, resellers. The legal guarantee applies Directive (EU) 2019/771 and Bulgarian consumer law; nothing in the T&Cs limits consumer rights.

Covered or not

What is a defect, and what is not

The reference is the proof you approved. Sublimation also has normal technical tolerances, written in the T&Cs.

Covered by our warranties

  • Manufacturing error or quality defect
  • Customisation different from the approved proof (name, number, logo, placement)
  • Size delivered different from the order
  • Missing piece
  • Hidden defect within 30 days: seam giving way at first wear, abnormal fading after the first washes, element peeling off
  • Parcel damaged, with reservations to the carrier

Not a defect

  • Colour difference up to ±10% versus the proof
  • Difference between the screen (RGB) and print on fabric
  • Different shade between two different fabrics (e.g. jersey and shorts in different fabrics)
  • Mistake present on the approved proof, or wrong data supplied (size, name, number)
  • Placement within ±5 mm, dimensions within ±3%, fine lines at folds, slight offset at seams
  • Shade difference between an order and a repeat order
  • Normal wear, washing above 40 °C, tumble dryer, bleach, ironing on the print

Details: T&Cs, article 2.4 (tolerances), article 6.2 (exclusions) and article 14.13 (batch variations).

Returning a customised item: what you need to know

An item made in your colours, with your logo, name or number, does not carry the 14-day right of withdrawal: it is neither taken back nor exchanged for a simple change of mind (T&Cs, article 8.2). This takes nothing away from the legal guarantee of conformity or our warranties in case of a defect. See right of withdrawal.

Our solutions

What we do when the mistake is ours

Remake

We remake free of charge the pieces actually concerned, identified piece by piece. The rest of the compliant batch is not remade.

Free reshipping

Remade pieces are sent back to you at no extra cost.

Or a refund

If a remake is impossible or not wanted, we refund the price of the pieces concerned. Consumers can also obtain a price reduction or termination of the contract as provided by law.

Prevention

Five habits to avoid unpleasant surprises

  • Check the proof with two pairs of eyes: spelling of names, duplicate numbers, colours, logos. Once approved, it is the reference.
  • Choose sizes with the size guide, player by player.
  • Use the same fabric for every piece of a kit if you want consistent colours.
  • Want to see the real colour? Ask for a physical sample before the run (optional, quoted).
  • Wash at 40 °C maximum, inside out, no tumble dryer or bleach: see care instructions.

A disagreement? Mediation is free

We handle every claim in good faith. If a disagreement persists, consumers can use consumer mediation free of charge: the Bulgarian Consumer Protection Commission (KZP) or the body in their country, via the European Consumer Centres network (T&Cs, article 12). We reply Monday to Friday, 8 am to 6 pm (Paris time).

Warranty and returns
Every claim is assessed against the approved proof
Questions

Frequently asked questions

Another question? We reply by e-mail within 48 working hours.

Write to us
How do I report a problem with my order?
In your customer area, under My orders, use the “Report a problem” button: items concerned, type of problem, 2 to 6 photos and a short comment. Otherwise, e-mail support@flare-custom.com with the order number and photos.
What is the deadline to make a claim?
Business customers: 7 days after delivery for a visible defect or non-conformity, 3 days for a damaged parcel (with reservations to the carrier). Consumers: 2-year legal guarantee of conformity; report the problem as early as possible.
Are custom jerseys guaranteed?
Yes. They are guaranteed to match the approved proof: 2-year legal guarantee of conformity for consumers, 30-day commercial warranty on hidden defects for all customers.
Can a custom jersey be returned?
Not for a change of mind: a customised item does not carry the 14-day right of withdrawal. In case of a defect or non-conformity, our warranties fully apply.
The colours are not the ones on my screen: is that a defect?
No. Screens display in RGB, printing uses inks: a difference is normal, and a ±10% tolerance applies versus the proof. To see the real colour before the run, ask for a physical sample.
My jersey and shorts are not exactly the same shade: why?
Each fabric renders colour differently. If the two pieces are in different fabrics, a difference is possible and is not a defect: for a consistent kit, choose the same fabric.
Can I make my claim by phone or to devis@?
No: only the “Report a problem” form in the customer area and e-mails to support@flare-custom.com (with order number and photos) are processed.
Go further

Useful pages

T&CsRight of withdrawalQuality controlCareSize guideColours and PantoneDeliveryPerfect quoteGlossary

A question before ordering?

Write to us Monday to Friday, 8 am to 6 pm (Paris time): reply within 48 working hours.

Design in 3D →Free quote