Warning over online returns policies in France

A reader from Normandy has warned consumers to read reviews and check the returns policy of online retailers before ordering goods.

The woman, who only wishes to be identified as F.L., bought a pair of orthopaedic shoes from Semello.fr on January 14, 2026, which arrived on January 31. The shoes did not fit properly so she decided to send them back.

Semello stated on its website that customers must pay return costs. However, it did not include a return address, so customers cannot gauge how much it will cost to send their unwanted purchases back before they start the returns process. 

“This company makes returning its products a real ordeal, which most people wouldn’t bother to engage in or have time for,” said F.L.

It was only when she emailed Semello that she was given an address – in Italy – to send her shoes back. The shoes cost €49.95 to buy, and €14.99 to return. 

She sent them back on February 2 - they arrived on February 5 and the company acknowledged their receipt on February 10.

By February 28, Semello confirmed the refund had been processed and that F.L. would receive it within 10 days. She received the refund on March 3. 

F.L. said she was not sure why it had taken 23 days from receipt of the return to confirming it. 

“Given the time I have spent on the whole procedure, I can see why most people would just give up.” 

She said she has learned some important lessons from the experience.

“Always check the company’s returns policy. Avoid the company if you are responsible for the return postal charges and the return address is not immediately evident… and check Trustpilot reviews before purchasing.”

Refund took weeks

Regarding the refund timeline, Semello told The Connexion: “Once we’ve received the returned parcel… it can take some time to process the refund due to verification and administrative steps. While we strive to complete refunds promptly, processing times of up to three weeks can occasionally occur.”

When asked why it did not publish a return address on its website, the firm said: “Our policy requires customers to first contact us with details and photos of the item they wish to return.

“Once we receive this information, we provide the specific return address… However, we recognise this may not be clear enough on our website, and we are reviewing how best to make this information more accessible before customers initiate a return.” 

Consumer rights

Customers have 14 days to return items bought online in France, according to the Service-public website.

Customers are liable for return costs unless the seller explicitly states that they will cover them.

The seller must refund the customer within 14 days of being informed of a return; but can delay this until they receive the item.