Complaints and mediation
Tell us first — almost everything is settled in one email. If it is not, you have a free route to an independent mediator, and we will not stand in the way of it.
1. Complain to us
Email: support@trendsseason.site — put “complaint” and your order reference in the subject line.
Telephone: +33 7 63 04 90 75 — Monday to Friday, 09:00–17:00 CET (closed on French public holidays)
Post: TRENDS SEASON SARL, 34 Boulevard Chasseigne, 86000 Poitiers, France
We acknowledge within one working day and give you a substantive answer, in writing, within ten. If a photograph would help, send one — daylight, no flash. You do not need to quote legislation at us; describe what happened.
2. Consumer mediation
Under article L612-1 of the Code de la consommation, every French trader must give consumers access to a consumer mediator, and the service is free of charge to you. You may refer a dispute to the mediator once you have tried to resolve it with us in writing and either we have refused, or one year has passed since your written complaint.
Our mediator is being appointed
We are completing our registration with an approved consumer mediator, and the name, postal address and referral website will be published here as soon as it is finalised. In the meantime, the list of mediators approved by the French commission for consumer mediation is public at economie.gouv.fr/mediation-conso, and your right to use the European platform below is available to you today. Email support@trendsseason.site and we will confirm the current position in writing.
3. European Online Dispute Resolution
The European Commission provides an online dispute resolution platform for consumers resident in the EU: ec.europa.eu/consumers/odr. Our contact address for the platform is support@trendsseason.site.
4. The courts
Mediation is voluntary and does not remove your right to go to court. As a consumer you may bring proceedings in the courts of your own place of residence. French law governs the contract — see terms of sale.
5. Things that are quicker than a complaint
- A print that does not match your file, or the wrong item: legal guarantees — we reprint at our cost.
- Changed your mind before printing starts: cancellation window — full refund, no reason needed.
- Seam whitening or a colour that landed duller than your screen: this is probably the process rather than a fault. Have a look at process limits first, then write to us anyway if it looks worse than what we described.