médiation de la consommation
if we cannot settle it between us
Every consumer in France has the right to refer a dispute with a trader to a consumer mediator, free of charge. This page tells you how, and what has to have happened first.
Write to us first
Mediation is only open once you have tried to settle the matter with us directly and in writing. That is not a formality we have invented; it is a condition of admissibility.
- By email
- support@handsonclothing.store
- By telephone
- +33 7 46 90 02 04
- By post
- 14 Rue Chauveau-Lagarde, 75008 Paris, France
- Our answer
- Within one working day, in writing, with reasons.
Keep our written answer. A mediator will ask for it, and a refusal from us that is set out in writing is far more useful to you than one given over the telephone.
The mediator
Every trader selling to consumers in France must name an approved consumer mediator and bear the cost of the mediation. Ours is named below.
- Mediator
- To be completed before launch
- Postal address
- To be completed before launch
- Referral form
- To be completed before launch
- Cost to you
- None. The trader bears the cost of the mediation.
Conditions
- You must have tried to settle the dispute with us in writing first, and either had no reply or not been satisfied by it.
- The referral must be made within one year of that written complaint to us.
- The same dispute must not already be, or have been, before another mediator or a court.
- You must be a consumer, acting outside a trade, business or profession.
Mediation suspends the limitation periods that would otherwise run against you while it is under way. Its outcome is a proposal: you are free to accept it or not, and refusing it leaves your right to go to court intact.
The European online dispute resolution platform
The European Commission provides an online platform for resolving consumer disputes arising from an online purchase, in any official EU language.
- Platform
- ec.europa.eu/consumers/odr
- Our email for the platform
- support@handsonclothing.store
- Cost to you
- None.
The courts
Mediation is optional and does not close off the courts. As a consumer you may bring proceedings either where you were resident when the contract was made, or where you are resident when you bring the claim, or where we are established.
The applicable law is that of France. Nothing in our terms of sale removes the protection you enjoy under the mandatory rules of the country where you are habitually resident.