Frequently Asked Questions - FAQs

The delivery

What are the delivery times ?

For orders placed before 12pm:

  • Home delivery option: 24 to 48 working hours.
  • Relay point option: within 3 working days.
  • Europe: 3 to 6 working days.

Orders placed after 12pm leave the next day.

How can I track my package ?

Once your parcel has been dispatched, you will receive an e-mail with your order tracking number, enabling you to follow the progress of your order.

Home delivery:
https://gls-group.eu/FR/fr/suivi-colis/

By delivery to a relay point :
https://www.mondialrelay.fr/suivi-de-colis

If this is not the case, please send us a message with your name and order number on this page.

How far can a product be delivered?

Delivery is available in the following countries: France, Germany, Austria, Belgium, Bulgaria, Denmark, Spain, Finland, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, United Kingdom, Sweden.

How do we pack our products for shipping?

Our products are wrapped in kraft paper so as not to fill your garbage cans with cardboard.

My package has still not arrived.

Working days may exceed our estimates. However, if your parcel is really taking too long to arrive, you can contact us via this contact form.

What are the shipping fees ?

Delivery costs vary depending on the country, delivery in mainland France is € 4 and delivery is € 8 in other countries.
note that by registering for our newsletter , you receive a free delivery code by the house.

Returns / Exchanges

Can I exchange an item?

Don't like the color? You've chosen the wrong size for your bag? Nooooo problemo! You have up to 14 days after your purchase to exchange your product, provided it hasn't been used.

Please note that we will reship the new product free of charge, but you will have to pay the return postage costs

Here are the steps you need to follow to exchange your product:

• Send us a message on this form within 14 working days of receipt with the exchange request.

• After validation by our teams, the buyer receives a return slip. The buyer must indicate on the paper his first and last name, address, email address, telephone number and order number. Without this, LA VIRGULE will not be able to process the request.

• The buyer pays the return shipping costs of 8€.

  • As soon as the new product is received, it is dispatched.

Can I get reimbursed?

Under Article L121-20 of the Consumer Code, the buyer has a period of fourteen working days from the delivery of his order to exercise his right of withdrawal and thus return the product to the seller for exchange or refund.

The refund can be made provided that the product has not been used. Return costs are your responsibility.

Here are the steps to follow to get reimbursed:

• Send us a message via this form within 14 working days of receipt of the order, stating the order number and the refund request.
After validation by our teams, the buyer receives a return slip. The buyer must indicate on the paper his first and last name, address, email address, telephone number and order number. Without this, LA VIRGULE will not be able to process the request.

  • Upon receipt of the product at our shipping center, LA VIRGULE is notified and issues the refund within 7 days.

• The refund will be the amount of the product(s) returned, minus the €8 return postage.

  • The refund will be made directly to the credit card used for the purchase.

My bag has a defect, what should I do?

Our products are built to last, and are inspected at the end of production. However, nobody is perfect, and it happens that one product out of 100 shows a small defect.
If this is the case, please send us photos and a few words on this form so that we can find a solution to the problem.

Can I have my bag repaired?

The durability of our products is at the heart of our thinking when we design a new product. We hope never to have to repair it, but sometimes seams become brittle and zips show little signs of weakness.

For every problem there's a solution: send us a message on this form, and we'll find a way to fix it. Don't throw it away :)

My command

Has my order been taken into account?

Once your order has been placed, you should have received a confirmation e-mail sent to the e-mail address you used for payment. If you can't find this e-mail (see spam folder), please contact us via this form.

Can I cancel or modify the order?

Please contact us as soon as possible via this form with your order number. If the order is still being processed, we will be able to cancel it.

Once the order has been validated, it is no longer possible to change the color of an item.

I want to change my address!

Being the globetrotter that you are, it's understandable if you change your address! It is therefore possible to change your shipping address, provided your item has not already been shipped. To do so, send us a message using this form!

How do I know my order number?

Your order number can be found at the top of the confirmation e-mail, after "order confirmed": N-#0000.

Our Materials and Products

Why did you choose upcycling?

Recovering sports products such as inflatable kayaks, zodiacs, climbing mats, etc. enables us to integrate their technical characteristics into our products. With this second life, we prevent them from being incinerated or landfilled.

To find out more, take a look at our article!

Why is each product unique?

The material of the bags and saddlebags comes from products that have already had a life. Depending on the products, very slight variations may appear (colour, appearance, texture, etc.). A few scratches may also be present but never disturb the use of the products. Quality First !

How do we recover the raw materials?

We recover our raw materials through partnerships with major brands and manufacturers in the sports/outdoor world. Non-repairable customer returns, scrap or offcuts, this waste is a resource for us. Decathlon, Cabanon, Baudelet environment…

Are the products really resistant?

Our raw materials come from very technical outdoor or sports products such as inflatable kayaks, semi-rigid boats. Our products are designed to last as long as possible and are tested in extreme conditions to ensure their quality of use.

How to clean your products?

Backpack 02 / Granite and computer cover: Machine wash cold with natural drying, no dryer.

Outboard weekend bag: A good lukewarm shower will do the trick, always drying naturally.

Frame bag: A few sponge strokes on the too dirty parts and you're done!

Where can I find La Virgule products?

We are present mainly on the Internet, but also in a number of boutiques. You'll find a list of these at the bottom of our home page.

If you find we're lacking in your beautiful city, talk to your favorite store and we'll set up shop there.

Payment

What are the means of payment?

The available payment methods are credit card or Paypal. If you have bitcoins we discuss it again.

Is the payment secured ?

Payment by credit card is managed by Stripe, used by the majority of e-merchants. The payment is therefore 100% secure. For Paypal no more secrets!

My payment has been declined, what should I do?

If you have not received a confirmation email, your payment has not been taken into account by our website.
We invite you to try again or to contact us if you wish to have more information.

If you can't find the answer you're looking for, please contact us directly via the contact page.