Consumer mediation

Step one: write to us

Mediation is open to you only after you have tried to resolve the matter directly. Write to customer service at support@ecclo.store, or telephone +33 7 39 81 27 30, monday to friday, 09:00–17:00 cet. Keep a copy of the correspondence — the mediator will ask for it.

We answer within within two working days.

Step two: the mediator

Under article L.612-1 of the Code de la consommation, every consumer has the right to have recourse free of charge to a consumer mediator with a view to the amicable resolution of a dispute with a trader. You may refer the matter within one year of your written complaint.

Mediator

To be completed — CNPM Médiation Consommation or another approved body

Address

To be completed once the mediation agreement is signed

Referral

To be completed once the mediation agreement is signed

The mediator's details above are completed by the merchant once the mediation agreement required by article L.616-1 is signed. Until then, the European platform below remains available to you, as does recourse to the courts.

The European platform

For an online purchase, you may also use the European online dispute resolution platform, run by the European Commission:

https://ec.europa.eu/consumers/odr

The platform routes your complaint to an approved dispute resolution body in the country of the trader. Using it costs nothing.

Your right to go to court

Mediation is voluntary and does not remove your right to bring proceedings. Nothing on this page, and nothing in the terms of sale, restricts your access to the courts.

Before you go further

Many disputes we see are about an article behaving as the material does rather than being faulty. The guarantees page sets out where that line falls, and the materials page explains what each published figure does and does not assert. Reading those first often resolves the question faster than any procedure.