A question? A complaint in Europe? Our solutions.

⚠️ Please read this message carefully before submitting your case
The European Consumer Centre (ECC) France is here to inform you of your rights in Europe and/or help you resolve cross-border disputes amicably with businesses established in another European Union country than France, Iceland, or Norway.
Our services are free of charge.
To help us assist you quickly and efficiently, please follow the rules below.

1️⃣ You reside in France

Our services are reserved for consumers living in France.
If you reside in another EU country, Iceland, or Norway, please contact the ECC in your country of residence.

2️⃣ Your issue is cross-border and European

We do not intervene for:

• Disputes with a business established in France;
• Issues related exclusively to French law, unless they concern a consumer in France and a business in another European Union country, Iceland, or Norway;
• Purchases from companies located outside the EU, Iceland, or Norway (e.g., Asia, the United States, etc.). In these cases, please consult the website of the Ministry of the Economy ( (in French) or websites like Consumers International, ICPEN, etc. French embassies and consulates in these countries can also inform you about your rights and possible recourse.

3️⃣ You have already contacted the business

Before contacting ECC France, you must have:

• Written to the trader (by email, mail, or using a form, with a copy retained);
• Waited 3 weeks for their response.

If they refuse or do not respond, you can then contact us.

4️⃣ You maintain non-violent communication

We do our best to assist you, and our services are free. Please adopt a respectful and objective communication style.
Any aggressive or insulting message will result in the immediate closure of your case.

5️⃣ You prepare a complete and readable case file

Before filling out the form, please prepare:

• A clear, chronological summary of the issue (order, delivery, complaint, response or lack of response from the trader);
• Identifiable and readable attachments (in chronological order);
• All your complete communications with the business (dated, with full contact details).

⚠️ Screenshots must be:

• Big enough to be readable,
• Include the complete date and sender/recipient details,
• Relevant to understanding the dispute.

⚠️ Be careful with cases composed only of screenshots
A case composed only of unorganized or uncontextualized screenshots will not be processed. Reviewing such files would require our teams to manually analyse each image, cross-reference the information (ordered items, non-delivered or refunded products), and reconstruct the entire chronology of your case. This is unfortunately impossible given the volume of requests we receive daily.
So please:

• Write a clear, structured summary of the problem in your message or form;
• Attach the relevant documents (orders, invoices, communications, payment evidence, etc.) in chronological order.

For security reasons, we cannot open ZIP files.

6️⃣ You actively cooperate with our team

Please respond quickly to our questions and keep us informed if your issue is resolved in the meantime.
Reminder: Our intervention is not a mandatory mediation before taking legal action, in the sense of the French law.

7️⃣ You understand the limits of our actions

ECC France is not a national mediation service, nor is it a French government agency. We have no power of enforcement or sanctions against businesses. The successful resolution of your dispute depends on the willingness of the trader to cooperate with our services. However, we do everything we can to facilitate an amicable settlement in your interest.
Also, our intervention does not stop the statute of limitations. If the deadline is approaching, please contact your local point-justice to find out how they can assist you with Debt recovery in Europe (order for payment and settlement of small claims).