médiation de la consommation
if we cannot settle it between us
Every French trader selling to consumers must offer free access to a consumer mediator. Mediation is free for you, it is voluntary, and it does not stop you going to court instead or afterwards.
last updated 12 August 2026
01first, write to us
A mediator will ask whether you complained to us first, so start here — and most things are settled at this stage within a day.
- telephone
- +33 6 37 36 59 74
- post
- OUEST ACTIVE, 6 Place du Vert Buisson, 35170 Bruz, France
- what to include
- your order reference, what happened, and what you would like us to do
- our response time
- one working day for a first reply
02the mediator
- mediator
- [mediator to be named by the operator before launch]
- cost to you
- free
- when you may refer
- after a written complaint to us that has not been resolved within two months
- deadline
- within one year of your written complaint to us
- official list of approved mediators
- economie.gouv.fr/mediation-conso
The mediator is appointed by the trader and registered on the French national list. Until that appointment is recorded, this page names it as outstanding rather than pointing you at an organisation that has not accepted the mandate. In the meantime the official list above lets you identify an approved mediator competent for online clothing sales, and we will not object to any referral you make.
03the European platform
If you live in the European Union you may also use the European Commission online dispute resolution platform, which routes a complaint about a cross-border online purchase to an approved body.
- platform
- ec.europa.eu/consumers/odr
- our email for the platform
- support@ouestactive.online
- cost to you
- free
04courts, and what mediation does not affect
- Mediation is voluntary. You may go to court instead, or after a mediation that did not resolve things.
- These sales are governed by French law, and as a consumer you keep the right to bring proceedings where you live.
- Nothing on this page limits the legal guarantee of conformity or the guarantee against hidden defects — see the guarantees page.
- Nothing on this page limits the right of withdrawal.