Complaints and mediation

How to contact us if you have an issue with an order.

Last updated : 2026-06-13

1. Customer service

For any complaint, first contact our customer service at [email protected]. We undertake to acknowledge your request within two business days and to provide a substantive answer within a reasonable timeframe.

2. Consumer mediation

Pursuant to article L.616-1 of the French Consumer Code, if the dispute is not resolved amicably, you may turn free of charge to a consumer mediator.

3. European online dispute resolution platform

The European Commission provides an online dispute resolution platform, accessible at https://ec.europa.eu/consumers/odr.

4. Court action

Failing an amicable settlement, the consumer may take the matter to the French courts. Pursuant to article R.631-3 of the French Consumer Code, they may bring their action before the court of the place where they lived at the time the contract was concluded or where the damaging event occurred.