Overview
At France Commerces, we stand behind the quality and authenticity of every French product we sell. We understand that sometimes a product may not meet your expectations, or you may simply change your mind. Our returns policy is designed to be transparent, fair, and in full compliance with European Union consumer protection laws.
Whether you've ordered gourmet food from Paris, a fine Bordeaux wine, a luxury silk scarf, or Provençal beauty products, we want your shopping experience to be completely satisfying.
If you're not 100% satisfied with your purchase, we'll make it right. From hassle-free returns to free replacements for defective items, your satisfaction is our commitment. We process refunds within 14 days of receiving returned items.
| Situation | Return Window | Refund | Shipping Cost |
|---|---|---|---|
| Change of Mind (EU) | 14 days (statutory) | Full refund | Customer pays |
| Change of Mind (Extended) | 30 days (our policy) | Full refund | Customer pays |
| Defective/Damaged | Within 48h of delivery | Full refund + shipping | We cover |
| Wrong Item Sent | Within 48h of delivery | Full refund + shipping | We cover |
| Legal Warranty | 2 years (EU) | Repair/Replace/Refund | We cover |
Return Eligibility
To be eligible for a return, your product must meet the following criteria. We've made this as simple as possible while ensuring fairness for all customers.
Eligible for Return
- Items returned within 30 days of delivery
- Products in original, unused condition
- Items with all original packaging intact
- Products with labels and tags attached
- Items with certificate of authenticity
- Unopened non-perishable gourmet food
- Sealed beauty products in original packaging
- Fashion items with tags still attached
Not Eligible for Return
- Perishable goods (fresh food, dairy)
- Opened beauty/skincare products
- Personalized or custom-made items
- Used or worn products
- Items without original packaging
- Damaged by customer after delivery
- Items returned after 30 days
- Gift cards or digital products
EU Consumer Withdrawal Right
In accordance with EU Directive 2011/83/EU and French consumer law (Code de la consommation), customers located in the European Union have a statutory right to withdraw from their purchase within 14 calendar days of receiving their order, without providing any justification and without penalty.
Key Points About Your Withdrawal Right
- No reason required: You can return any eligible product simply because you changed your mind
- Full refund: You'll receive a complete refund of the product price and standard delivery costs
- 14-day period: Starts the day after you receive your order
- Simple notification: Just inform us of your decision to withdraw via email or our contact form
- 14-day refund: We process your refund within 14 days of receiving the returned items
While EU law provides 14 days, France Commerces voluntarily extends this to 30 days for most non-perishable products. This gives you more time to decide, with no additional cost or conditions.
How to Exercise Your Withdrawal Right
To withdraw from your purchase, simply send us a clear statement by:
- Email: [email protected]
- Online form: Through our contact page
- Postal mail: France Commerces - Returns Department, 15 Rue du Commerce, 75015 Paris, France
Please include your order number, the product(s) you wish to return, and the reason for return (optional). You can also use the model withdrawal form below.
How to Return a Product
Our return process is designed to be simple and hassle-free. Follow these steps to initiate your return:
Contact Our Returns Team
Email us at [email protected] with your order number and the items you wish to return. Our team will respond within 24 hours to confirm your return request.
Receive Return Instructions
We'll send you detailed return instructions including the return address, packaging guidelines, and a return authorization number (RMA). For defective items, we'll provide a prepaid return shipping label.
Package Your Items Securely
Pack the product in its original packaging with all accessories, tags, certificates of authenticity, and documentation. Use protective materials to prevent damage during transit. Include the RMA number clearly on the outside of the package.
Ship the Package
Send the package to the address provided. We recommend using a trackable shipping service and keeping your proof of postage. For high-value items, consider purchasing shipping insurance.
Receive Your Refund
Once we receive and inspect your returned items (typically within 3-5 business days), we'll process your refund. You'll receive an email confirmation, and the refund will be issued to your original payment method within 14 days.
For faster processing, include a copy of your order confirmation email inside the return package. Take photos of the packaged items before shipping as proof of condition.
Return Conditions
To ensure a smooth return process and full refund, please make sure your returned items meet the following conditions:
General Conditions
- Original Condition: Products must be unused, unworn, unwashed, and in the same condition as when received
- Original Packaging: All original packaging, boxes, and protective materials must be included and undamaged
- Tags & Labels: All tags, labels, and authenticity certificates must remain attached
- Complete Set: All accessories, manuals, free gifts, and documentation must be included
- Clean & Hygienic: Products must be clean and free from any signs of use, damage, or alteration
Category-Specific Conditions
| Category | Specific Conditions |
|---|---|
| Gourmet Food | Must be unopened, sealed, and within best-before date. Temperature-sensitive items must be returned in appropriate conditions. |
| Wines & Spirits | Must be unopened with original seal intact. Bottles must not show signs of improper storage (heat damage, cork issues). |
| Fashion Items | Must be unworn with all tags attached. No signs of wear, perfume, or alterations. Original garment bags for luxury items. |
| Beauty & Skincare | Must be unopened and sealed for hygiene reasons. Opened products cannot be returned unless defective. |
| Home & Décor | Must be unused with original packaging. Fragile items require special protective packaging for return shipping. |
Items returned that do not meet these conditions may be refused or subject to a reduced refund reflecting the diminished value. We will contact you before making any deduction.
Exceptions to the Return Policy
In accordance with EU consumer law (Article L.221-28 of the French Consumer Code), the right of withdrawal does not apply to the following categories of products:
- Perishable Goods: Fresh food products, dairy items, fresh truffles, and other products susceptible to rapid deterioration or expiration
- Sealed Hygiene Products: Beauty, skincare, and personal care products that have been unsealed after delivery for health protection and hygiene reasons
- Alcoholic Beverages with Variable Pricing: Wines and spirits whose price depends on market fluctuations and cannot be controlled by us, where delivery is scheduled for more than 30 days after order confirmation
- Personalized Products: Items made to customer specifications or clearly customized (monogrammed items, bespoke tailoring, custom engraving)
- Digital Content: Digital products, gift cards, or downloadable content once consumption has begun
- Sealed Audio/Video Recordings or Software: Unsealed after delivery
- Newspapers, Periodicals, or Magazines: With the exception of subscription contracts
Even for products listed above, if you receive a defective, damaged, or incorrect item, you are fully entitled to a replacement or refund under our defective products policy and the EU legal guarantee of conformity.
Refund Process & Timeline
Once we receive your returned items, we'll inspect them to verify they meet our return conditions. Here's what happens next:
Your return package arrives at our returns center in Paris. We send you a confirmation email.
Our team inspects the returned items to verify condition and completeness. You're notified of the inspection result.
Once approved, we authorize the refund to your original payment method. Confirmation email sent.
The refund appears in your account. Timing varies by payment method and bank (3-10 business days).
Refund Methods by Payment Type
| Original Payment Method | Refund Method | Processing Time |
|---|---|---|
| Credit/Debit Card | Same card | 3-7 business days |
| PayPal | PayPal account | 1-3 business days |
| Apple Pay / Google Pay | Original card via wallet | 3-7 business days |
| Bank Transfer | Bank transfer to same account | 5-10 business days |
For change-of-mind returns, we may deduct from your refund an amount reflecting any loss in value if the product has been handled beyond what is necessary to establish its nature, characteristics, and functioning. Original shipping costs are refunded only for the cheapest standard delivery option offered.
Exchanges
Prefer to exchange your item rather than receive a refund? We're happy to help! Exchanges are subject to product availability and the same return conditions as standard returns.
What You Can Exchange
- Different Size: Fashion items, accessories, and home products available in multiple sizes
- Different Color/Variation: Same product in another color or variant
- Different Product: Exchange for another product of equal or greater value (you pay the difference)
How to Request an Exchange
Contact our customer service team at [email protected] with:
- Your order number
- The item(s) you want to exchange
- The new item(s) you'd like instead
- Reason for exchange (optional)
Our team will confirm availability and provide exchange instructions. If the new item is more expensive, you'll pay the difference. If it's less expensive, we'll refund the balance.
As a thank you for choosing an exchange, we'll include a complimentary small French treat with your replacement order — a small box of artisan chocolates or a sample of Provençal lavender.
Damaged, Defective, or Incorrect Products
We take great care in packaging and shipping every order, but occasionally things can go wrong. If you receive a damaged, defective, or incorrect product, we'll make it right immediately at no cost to you.
What to Do If Your Product Arrives Damaged
Document the Issue (Within 48 Hours)
Take clear photos of the damaged product, packaging, and any shipping labels. Note any visible damage to the outer packaging upon delivery.
Contact Us Immediately
Email [email protected] with your order number, photos, and description of the issue. We respond within 24 hours.
Choose Your Resolution
We'll offer you a choice of: (a) free replacement shipped immediately, (b) full refund including all shipping costs, or (c) store credit with a 10% bonus.
Free Return Shipping
We'll provide a prepaid return label for the damaged item. Simply print, attach, and drop off at the nearest carrier location.
If you ever receive a product that you believe is not authentically made in France, we will investigate immediately. If proven inauthentic, you'll receive a full refund plus 100% additional compensation — our authenticity guarantee has no time limit.
Return Shipping Costs
Return shipping costs depend on the reason for your return:
| Return Reason | Who Pays? | Details |
|---|---|---|
| Change of mind | Customer | You cover return shipping. Use trackable service. |
| Wrong size/color ordered | Customer | You cover return shipping, but exchange is free. |
| Damaged on arrival | France Commerces | Free prepaid return label provided. |
| Defective product | France Commerces | Free prepaid return label provided. |
| Wrong item sent | France Commerces | Free prepaid return label provided. |
| Not as described | France Commerces | Free prepaid return label provided. |
For customer-paid returns, we recommend using trackable services: Colissimo (France), DHL, FedEx, or UPS. Keep your proof of postage until your refund is processed. France Commerces is not responsible for items lost in transit during customer-paid returns.
International Returns
For customers outside the European Union, our return policy applies with some additional considerations:
International Return Guidelines
- Extended Processing Time: International returns may take longer to reach our Paris returns center (up to 3 weeks)
- Customs Duties: Original import duties and taxes paid are generally not refundable by France Commerces — please check with your local customs authority
- Return Shipping: International return shipping costs are typically higher and are the customer's responsibility for change-of-mind returns
- Documentation: Mark international returns clearly as "Returned Goods" to potentially avoid duplicate customs charges
- Store Credit Option: For international customers, we recommend store credit as an alternative to avoid international shipping costs
If you're located outside the EU and considering a return due to size or preference, consider exchanging for a different item instead. This often saves on return shipping costs and you get to enjoy another authentic French product!
Legal Warranty & Guarantees
In addition to our voluntary return policy, you benefit from mandatory legal guarantees under EU and French consumer law:
Legal Guarantee of Conformity (2 Years)
Under Articles L.217-4 to L.217-14 of the French Consumer Code, you benefit from a 2-year legal guarantee of conformity. This covers any defects or lack of conformity that existed at the time of delivery, even if they appear later.
If a product is not conforming, you can choose between:
- Repair: Free repair of the product
- Replacement: Free replacement with a conforming product
- Price Reduction: Keep the product with a partial refund
- Full Refund: Return the product for a complete refund (if repair/replacement is impossible or disproportionate)
Legal Guarantee Against Hidden Defects (2 Years)
Under Articles 1641 to 1649 of the French Civil Code, you benefit from a guarantee against hidden defects (vices cachés) that make the product unfit for its intended use or significantly reduce its value.
Commercial Guarantee
Some products may come with an additional manufacturer's commercial guarantee. This is in addition to, and does not replace, your legal rights under EU and French law.
All statutory rights under EU and French law remain fully applicable regardless of our voluntary return policy. These legal guarantees are free of charge and cannot be limited by any contractual terms.
Frequently Asked Questions
Find quick answers to the most common questions about our returns policy.
EU customers benefit from a 14-day statutory withdrawal right. We extend this to 30 days for most non-perishable products. Perishable items cannot be returned unless defective or incorrect. For defective products, the legal warranty covers you for 2 years from delivery.
Perishable goods (fresh food, dairy, fresh truffles), opened beauty and skincare products (for hygiene reasons), personalized or custom-made items, and certain alcoholic beverages with market-dependent pricing cannot be returned under the withdrawal right. However, defective items in any category can always be returned.
Once we receive your returned items, inspection takes 3-5 business days. Refunds are processed within 14 days of inspection. The time for the refund to appear in your account depends on your payment method: PayPal (1-3 days), credit card (3-7 days), bank transfer (5-10 days).
For change-of-mind returns, the customer pays return shipping. For damaged, defective, or incorrect products, France Commerces covers all return shipping costs and provides a prepaid return label. We recommend using a trackable shipping service for all returns.
Contact us within 48 hours of delivery at [email protected] with photos of the damage. We'll offer you a free replacement, full refund (including all shipping costs), or store credit with a 10% bonus. We provide a prepaid return label for the damaged item.
Yes! We offer exchanges for different sizes, colors, or even different products of equal or greater value. Contact [email protected] with your order details. As a thank you, we include a complimentary French treat with every exchange order.
For defective/incorrect products: yes, all shipping costs are refunded. For change-of-mind returns: we refund the original standard delivery cost (cheapest option offered), but not express or premium shipping upgrades. Return shipping for change-of-mind is at customer's expense.
Yes, products purchased with discount codes can be returned. The refund will reflect the actual amount paid after the discount was applied. If the discount was conditional on keeping all items (e.g., bundle discount), the discount may be adjusted proportionally.
Contact Our Returns Team
Our dedicated returns team is here to help you every step of the way. Don't hesitate to reach out with any questions about your return, or if you need assistance with the process.
- Returns Email: [email protected] (response within 24 hours)
- Customer Support: [email protected]
- Phone: +33 1 XX XX XX XX (Monday - Friday, 9:00 - 18:00 CET)
- Online Form: Visit our contact page
- Postal Address: France Commerces - Returns Department, 15 Rue du Commerce, 75015 Paris, France
Model Withdrawal Form
If you wish to exercise your EU withdrawal right, you can use the following template:
To: France Commerces, 15 Rue du Commerce, 75015 Paris, France
Email: [email protected]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale for the following product(s):
Order Number: ________________
Product(s): ________________
Date Received: ________________
Customer Name: ________________
Customer Address: ________________
Date: ________________
Signature (if sending by post): ________________
(*) Delete as appropriate
Need Help With Your Return?
Our returns team is ready to assist you. Contact us anytime — we typically respond within 24 hours.