FAQs

Our return conditions depend on the type of product ordered:

• Customized products (color choice, logo addition, name and number): these items cannot be returned, refunded, or exchanged except in case of a manufacturing defect or a problem attributable to STRETCHMX.
  If you notice a defect or quality issue, please contact us within 14 days of receiving your order. We will then offer you a replacement, a full refund, or a store credit, according to your preference.
  
• Non-customized products (in-stock outfits, gloves, masks, etc.): returns are possible within 14 days of receipt.
  Items must be new, unworn, and returned in their original packaging with all tags. STRETCHMX reserves the right to check the condition of the product before processing the refund.
  

Return procedure: For any request, contact us at info@stretchmx.com indicating:

• your order number,
• a description of the problem or the reason for the return,
• and, in case of a defect, photos of the product concerned.
  

Once the product is returned and inspected, we will process your request as soon as possible.

Return shipping costs are the responsibility of the customer, except in case of a quality defect.

The refund will be issued via the same payment method used during the purchase.

Your satisfaction is our priority, and our team is committed to resolving every situation in a fast, fair, and efficient manner.

You can contact our customer service by email at: info@stretchmx.com or directly on Instagram via our account @stretch.mx

Our team is available to answer all your questions and assist you with your requests.

Our production times are 2 weeks. Adding to that the delivery, which can vary greatly, you should allow for a 3-week lead time. When you place your order, you will receive an estimated delivery date.

Please note: lead times may be exceptionally extended during special events such as Black Friday or certain promotional offers.

Yes, we ship internationally.

However, additional shipping charges may apply depending on the destination country.

Yes. As soon as your order is confirmed, you can track its progress in real-time from your customer account.
Each production step is updated until dispatch, and then you receive a tracking number to follow your package delivery.

No, once your order has been confirmed, it is no longer possible to modify it.

However, don't worry: before any production, our teams systematically check the files and elements submitted (logos, names, numbers, colors, etc.) to ensure consistency and good print quality.

Please note: despite these checks, STRETCHMX cannot be held responsible for any errors present in the initial configuration of your order (misspellings, incorrect logo, wrong number, etc.).

We therefore recommend that you carefully reread all the information before confirming your purchase.

Order cancellation depends on the type of product:

• Customized products (jerseys, pants, or custom outfits with name, number, logos, colors, etc.):
  Once the order is confirmed, it cannot be canceled, as the customization is made specifically for you.
  In accordance with Article L221-28 of the Consumer Code, the 14-day right of withdrawal does not apply to products made to order or customized.
  
• Non-customized products (in-stock outfits, gloves, masks, etc.):
  You benefit from the legal 14-day withdrawal period from the receipt of your order to cancel and return your purchase, without specific justification.
  Products must be new, unworn, and returned in their original packaging.
  

Good to know: If you wish to cancel an order placed in error, contact us as soon as possible at info@stretchmx.com. If production has not yet started, we will do our best to find a solution.

Once your order has been confirmed, it is unfortunately no longer possible to modify the personalization.

As our personalized products are custom-made, any error in the entered elements (name, number, logo, colors, etc.) cannot be corrected once production has started.

Our advice: if you notice an error right after confirming your order, contact us as soon as possible at info@stretchmx.com.

If manufacturing has not yet begun, we will do our best to intervene in time.

However, if production is already underway, no modifications or refunds can be made.

Tip: always take a moment to carefully review your personalizations before finalizing your order; this helps avoid unpleasant surprises.

You can check the status of your order at any time from your customer account.
There you will find each production step, as well as delivery tracking as soon as your order is shipped.

Once your order has been confirmed, you will automatically receive a confirmation email containing the summary of your purchase.

You can also check the status of your order at any time from your customer account on our website, under the “My Orders” section.

Haven't received your confirmation email?

First, remember to check your spam folder.

If you still haven't received it within 48 hours, please contact us as soon as possible at info@stretchmx.com so that we can verify and confirm your order together.

Order consolidation must be completed at the time of checkout. Once payment has been made, it is no longer possible to add items or merge orders that have already been placed.

If you have forgotten to group your items, contact us as soon as possible at info@stretchmx.com.

We will review your situation and see what can be done, but in most cases, you will need to place a new, separate order.

Tip: If you plan multiple purchases, group them before confirming payment to optimize your shipping costs.

Before placing any order, we provide a size chart to help you choose the right outfit. STRETCHMX cannot be held responsible for incorrect size choices.

• For a 100% personalized outfit:
  As each product is custom-made, it cannot be exchanged or returned. You will need to place a new order if the size does not fit.
  
• For an in-stock outfit or a non-personalized product:
  You can return the item by following the return instructions specified in the Returns and Refunds section. Make sure the product is in its original condition, unused, and with all original tags and packaging.
  

Tip: take the time to consult the size chart carefully before confirming your order to avoid any unpleasant surprises.

SIZE CHART

To extend the life of your outfit, we recommend:

• Machine wash: use a cold and delicate cycle.
• Separate dark colors from other clothes.
• Color catcher sheet highly recommended to preserve color vibrancy.
• Mild detergent only.
• Drying: air dry, never tumble dry.
• Prohibited: do not iron, do not bleach, do not dry clean.
• Special precaution: do not wash with items containing Velcro to avoid damaging the fabric.
  

Tip: these outfits are designed to last, but they require a little care. Follow these instructions to keep your colors vibrant and your fabric intact, even after many sessions on the track.

Don't panic, it happens to the best riders.

If you've torn your gear in a fall, we've set up a replacement program. You can get a 40% discount on reprinting the same gear.

To take advantage of this offer:

1. Contact us by email (info@stretchmx.com) or via Instagram @stretch.mx.
2. Send us clear photos of the tear and your original order number.
3. Our team will assess the situation and provide you with all the instructions to get the discount on the “Reprint” tab.
   

💡 StretchMX Tip: This program is here to help you get back on the track without breaking the bank, even after an unfortunate fall.

Your images are reviewed by one of our graphic designers as soon as your order is confirmed. They will contact you immediately if there are any doubts about the quality or resolution of your visual to avoid any printing issues.

Important: STRETCHMX cannot be held responsible for the poor quality of logos you provide. If your files contain unwanted backgrounds or elements, these will be printed as is and will not be automatically removed.

Tip: For optimal results, send your files in a high-resolution format (PNG, SVG, or AI) and ensure that the logos are clean, without superfluous elements. The better the quality of your file, the better the final rendering on your garment.

Yes, you can use your own images or logos, but be careful about copyright. Some logos of famous brands, such as Red Bull or GoPro, cannot be printed without written proof of agreement from the brand.

Important: STRETCHMX cannot be held responsible if you use a protected visual without the necessary rights. To avoid any problems, make sure your files are royalty-free or that you have permission from the logo owner.

Tip: Prefer your own creations or royalty-free logos to ensure your outfit is printed without any issues.

Yes! You can now save your creations directly to your account. Each user can save up to 10 outfits, allowing you to:

• Revisit them at any time to modify your configuration.
• Easily order an outfit you've already created.
• Keep your ideas for your next sessions or seasons.
  

Tip: all your saved outfits are accessible at the very bottom of your account, ready to be modified or ordered with a single click. This saves you from starting from scratch and allows you to keep all your creations safe.

The colors you see on your screen may vary from one screen to another. Although we do our best to ensure that the final rendering is as close as possible to what you have chosen, it is possible that the print may differ slightly.

Important: the colors displayed on your screen are not contractual and STRETCHMX cannot be held responsible for these variations.

To ensure your outfit is exactly as you envision it, here are some essential tips:

1. Check your files before sending: Logos and images must be high-resolution and clean, without unwanted elements or hidden backgrounds.
2. Use the color chart: Make sure your colors match what you want. Remember that colors on screen are not contractual.
3. Proofread your text: Names, numbers, and other inscriptions must be correct and spelled properly.
4. Take screenshots: The rendering is visible live, but a screenshot allows you to keep a record of your configuration.
5. Respect customization limits: Some areas of the outfit cannot be modified, and certain combinations of patterns or colors may not be printable.
6. Contact us if you have any doubts: Our graphic designers can check your visuals before production, but STRETCHMX cannot be held responsible for errors resulting from incorrect or incomplete files.
   

Tip: Take your time during configuration and double-check every detail to avoid unpleasant surprises. One minute of checking is worth weeks of waiting and frustration!

Your kit render is done live in our configurator. You can see exactly how your colors, logos, and numbers appear during creation.

Important: We do not send any additional mock-ups after validation (except for 100% custom kits). To keep track of your creation, we recommend taking screenshots before validating your order.

Tip: Once your order is placed, you can find your configuration in your account to refer to it or easily reorder it.

Yes! For teams, clubs, or professional orders, we can offer preferential rates depending on the quantity and desired customization.

How to proceed? Contact us by email (info@stretchmx.com) or via Instagram @stretch.mx, and we will provide you with a personalized quote tailored to your needs.

We accept several payment methods to offer you maximum flexibility: Apple Pay, credit card payment via Shopify (Visa, Mastercard, American Express), and Klarna for installment payments. You can therefore choose the solution that suits you best, easily and securely.

Yes, all our payments are 100% secure thanks to Shopify and Klarna's security protocols. Your banking information is encrypted and protected, and we never store your sensitive data on our servers. You can therefore order with complete peace of mind, without fear of fraud.

Yes! Payment in installments is possible via Klarna, directly when confirming your order. This allows you to spread the cost of your purchase over several months, while receiving your outfit immediately.

Yes! You can enter your promo code or gift voucher directly at the end of the payment process.

Please note: if you forget to enter it when placing the order, we will not be able to apply the discount retroactively, and no partial refund will be possible. So, remember to double-check your cart before finalizing your purchase.

Your payment is generally debited within 3 business days after your order is confirmed. Depending on your bank, the exact timeframe may vary slightly, but rest assured that your order is processed as soon as the payment is confirmed.

Yes, the price displayed before payment is confirmed is the total amount to pay, including all taxes and delivery fees. No unpleasant surprises: what you see is what you pay.

Of course! If you require an official invoice, simply contact us by email at info@stretchmx.com. We will send it to you promptly for your records or for any administrative use.

If you notice a double charge or any other payment-related issue, please contact us immediately by email or via Instagram @stretchmx. We will review your situation and provide a solution as soon as possible.

Yes, at StretchMX, the protection of your personal data is an absolute priority. In accordance with the General Data Protection Regulation (GDPR) and the French Data Protection Act, we implement strict technical and organizational measures to guarantee the security and confidentiality of your information. This includes:

• Encryption of sensitive data during transmission and storage.
• Restricted access to personal data to authorized personnel only.
• Limited data retention, only for the duration necessary for the purposes for which it was collected.
  

We only share your personal data with third parties in strictly necessary cases, such as payment processing or the delivery of your orders, and always in compliance with current legislation.

In accordance with Article 17 of the GDPR, you can exercise your right to erasure by sending your request by email to info@stretchmx.com.

Please include the following in your message:

• The data you wish to delete.
• The reason for your request.
• A copy of your ID to facilitate verification.
  

We commit to processing your request within a maximum period of one month after receipt.