I returned an order about 6 weeks ago following strictly the instructions using the prepaid Chronopost label they provided. The tracking log clearly shows the parcel was handed over to the carrier (“Colis remis par le relais Pickup au chauffeur”). After 10 days’ static status of the log, I contacted the carrier several times and was asked to ask 24S to start an investigation. I did so, and after one week of no reply, I contacted 24s again for a confirmation of the investigation.
After another 3 weeks of silence, 24S sent me a strongly worded email demanding my ID copy (front/back), a hand-signed affidavit and a police report with a 14-day deadline or ‘case closed.’
This was shocking after one month of waiting. I’ve done everything required – paid for the product, returned it per instruction, provided the tracking proof of handover, and contacted all parties repeatedly. Instead of spontaneous follow-ups on the investigation or a refund process (as required by French consumer law), they asked for more legal documents from me (I feel like the investigation is not on the parcel, but on me).
I pushed back with questions on the investigation status and the purpose of the documents required ((concerned about GDPR and data use). They eventually confirmed the parcel is lost, conceded on the ID copy and police report (after GDPR pushback), but still insist on the affidavit.
I therefore did my research. Based on Articles L221-15 and L216-4 of the Code de la consommation, the seller is fully liable for returns they arrange - with the undisputed handover proof, they must refund without extra condition. The extra documents they demanded seem to serve only their internal claim with Chronopost. With this, I’ve decided not to provide the extra documents that I’m not legally obliged to provide.
As a loyal customer since 2018, this last experience with 24S has been mentally exhausting, time-consuming, and very disappointing - lack of spontaneous follow-up, transparency, and respect for consumer rights. For high-value luxury (~€3,000), the zero-risk in-boutique experience now feels far preferable to online to me. This experience will definitely change how I shop for high-value items in the future.
I am still waiting for a fair resolution. I hope 24S soon corrects the course and improves how they handle lost returns.
Claim your business profile now and gain access to all features and respond to customer reviews.
WHO WE ARE
24S is a proud member of the Louis Vuitton Moët Hennessy (LVMH) group.
Bringing the spirit of Paris to life through an exclusive online shopping experience for men and women, 24S features a selection of more than 300 fashion and beauty brands, from the finest luxury houses to emerging designers, including the promising talent of the LVMH Prize.
24S is also the exclusive online partner of Louis Vuitton , Dior , Celine and Moynat globally.
A UNIQUE EXPERIENCE
A true global destination, 24S offers you a range of state-of-the-art services such as express shipping to over 100 countries, with 24-hour delivery to New York, London, and Milan, as well as same-day delivery within Paris. Our customer service team is available 24/7 and our expert personal stylists are at your disposal for tailored selections and shopping assistance.
A loyalty program, shared with Le Bon Marché, lets you benefit from a suite of advantages: bespoke services, private events, member days, and more.
LIVE FROM PARIS
Like a code only insiders understand, the name 24S is inspired by 24 rue de Sèvres, home of Le Bon Marché, the iconic Parisian department store of which 24S embodies the digital experience.
With its expert teams, 24S gives you the keys to Parisian elegance, the expression of an untethered and sophisticated aesthetic that marries heritage and modernity. "Live from Paris," 24S connects the world to Paris, the international capital of fashion, and its creative and cultural effervescence.
The Parisian experience continues through to delivery, with special care given to the packaging. There's a little piece of Paris inside every 24S package.See more
