Made-to-order production
Every Vainqueur Cheval jacket is produced specifically from the model, size method, colors, details and applications approved in the order. The customer must review the configuration, spelling, uploaded files, selected colors and sizing information before payment.
Individual orders are promised for delivery within up to 15 business days after payment, final size confirmation and receipt of every required production detail. Team orders require 20 business days for 3 to 5 jackets, 25 business days for 6 to 9 jackets, and 30 business days for 10 to 15 jackets. For more than 15 jackets, the Vainqueur team confirms the deadline before production. Approved special-request jackets generally require 30 business days.
Changes and cancellation requests
A change or cancellation request may be submitted from My Account during the first 24 hours after purchase. A request is not automatically approved: production status and committed work must be reviewed by the Vainqueur team.
After this window, the order is considered approved for made-to-order production and voluntary changes or cancellations are not guaranteed. Any mandatory consumer right applicable in the customer’s jurisdiction remains unaffected.
First Fit Adjustment
For one eligible fit correction on the first adjustment of each jacket, the customer may request prior authorization within seven calendar days after delivery. The request must include clear photos, the intended alteration and a professional estimate. Work performed before approval is not automatically eligible.
After authorization and a valid receipt, the approved actual expense is issued as store credit for a future jacket, valid for 365 days. It is not a cash reimbursement.
Eligible work may include technically feasible tailoring to improve fit. It does not cover aesthetic changes, incorrect applications, a customer-approved configuration, complete reconstruction or a jacket ordered too short to be extended.
When a Personal Fit recommendation is declined
If AI-assisted validation recommends a specific sleeve or jacket-length adjustment and the customer expressly chooses the standard size without that adjustment, the recommendation, exact values and customer acknowledgment are recorded with that jacket. A fit issue directly caused by the declined adjustment is not eligible for complimentary correction. This does not limit support for an unrelated, confirmed manufacturing difference.
When something is not as approved
Vainqueur production difference
If the jacket was produced in a different model, size, color, configuration or application from the approved order, Vainqueur will assess the production record and, when confirmed, correct or reproduce the affected piece without cost.
Possible manufacturing issue
Inspect the jacket upon delivery and report any visible issue within seven calendar days, preferably before competition use. A construction issue first apparent during initial use—such as a seam unexpectedly opening—may still be submitted for assessment.
Information approved by the customer
If the jacket matches the approved order but an incorrect measurement, size, text, file, placement, color or option was supplied or approved by the customer, it is not a production defect. The team will still assess possible tailoring, reconstruction or a discretionary commercial solution so the customer is not left without guidance.
Personal preference
Screen color variation, personal preference regarding fabric feel, fit or appearance, and a change of mind do not constitute manufacturing defects when the jacket corresponds to the approved order. Because the product is made to order, voluntary return, refund or replacement is not automatic; the team will evaluate what practical solution may be possible.
Care and exclusions
Follow the sewn-in label: hand wash; do not use bleach; do not tumble dry; do not iron; and do not dry clean.
Normal wear, falls, abrasion, rough surfaces, hook-and-loop fasteners, improper washing, excessive heat, third-party alterations, misuse and accidental damage are not manufacturing defects. An alteration performed under First Fit Adjustment remains the responsibility of the professional who performs it.
Credits and discretionary solutions
Approved First Fit Adjustment credits are personal, non-transferable, valid for 365 days and applied to a later jacket purchase in the same supported currency. They cannot be converted to cash.
Any discounted remake, partial refund, exceptional credit or other goodwill solution outside this policy is discretionary, case-specific and only valid when confirmed in writing by the Vainqueur team.
How to request support
For an existing order, submit the request from My Account with the order number, affected jacket, clear photos and a concise description. Each jacket within a multi-piece order is assessed and tracked independently, so a repair, remake, refund or other status applied to one jacket does not automatically change the others. Status updates remain visible in My Account and may also be sent by email.
Human support operates primarily from 09:00 to 18:00 Brazil time; the usual initial response during business hours is within 15 to 30 minutes.
CONTACT VIA WHATSAPPBusiness identification
Vainqueur Cheval is operated in Brazil by Vainqueur Comércio de Artigos Esportivos Ltda, CNPJ 65.375.225/0001-78.
Registered commercial address: Avenida Paulista, 1636, Conjunto 5, Pavimento 11, Sala 1105/3537, Bela Vista, São Paulo - SP, CEP 01310-200, Brazil.
Email: comercial@vainqueurcheval.com
WhatsApp: +55 11 97283-5354