Handling skin reaction and allergy alerts at DECATHLON
If you have experienced a skin reaction linked to a product purchased at DECATHLON or if you have any questions about our policy on this subject, you will find our answers, our commitments and our guarantees here.
Is your watch causing redness on your wrist? Do you wonder about the water-repellent treatment on your hiking jacket? Does your wetsuit make you itch after using it?
At DECATHLON, we pay particular attention to every alert from our users and our customer feedback management team provides you with personalised support with concrete answers and an adapted procedure for analysing your product.
As soon as a skin reaction or allergy is detected, consult a doctor or allergist to determine the cause and define an appropriate treatment.
We invite you to notify us via our specialised customer relations team at this address: [email protected]
You can also let us know by contacting one of our shops, by telephone on 09.69.32.33.22 (price of a local call - opening hours: Mon-Sat 9 a.m.-8 p.m.) or on the decathlon.fr website via the user reviews.
(please note that these contact details are only valid for France)
We immediately register your alert and the Customer Relations department will contact you within 48 working hours by e-mail to discuss the matter directly. Our quality teams and chemical safety experts will then test the suspected product in a network of external, independent laboratories.
Once the analyses have been carried out and the test reports sent, we undertake to send you the conclusions of the analyses directly via the contact details you have given us.
This approach enables us to understand and act on any anomalies detected during the analyses, so that we can improve the final composition of our products to guarantee you an excellent level of quality and safety.
"At the Customer Relations Centre, we support users who report a skin reaction following the use of a product purchased from Decathlon. We are here to listen to you, take stock of your situation, guide you and give you clear answers at every stage of the procedure. Our aim is to ensure that there are no dangerous substances in the products we sell."
Emmanuel - Quality Alert Manager at DECATHLON's Customer Relations Centre
Nicolas, Electronics Product Engineer, explains our approach. "You send us a sample of the suspected product. When we receive it, we send it to an external laboratory for analysis. If the composition of the product detects the presence of an allergenic substance in excess of the limits set in our Restricted Substances List (RSL), we check the production batch and carry out in-store sampling to check whether other batches have the same problem. In this way, we check that safety and quality standards are being met across our entire product range. If these guarantees are not met, we immediately suspend the sale of the batches concerned".
"Our priority is to ensure the safety of all our customers, and we take all reports very seriously.
We analyse all the information in our possession and work with all our internal teams and partners to investigate any non-conformities linked to the product in question".
Besa - Chemical Safety Manager at DECATHLON