SCAM - Illegal commercial practices in France
I ordered a pair of sneakers on Kicks Crew in July 2026.
I was forced to pay an undisclosed additional 48€ in custom fees to get my package delivered. I was not informed of the extent of this amount before doing the order - the checkout page only had a low visibility text stating that "custom fees are not included". However, EU law requires that the quantified cost is always explicitly shown to the customer (in the relevant currency).
I did not have the option to refuse the package, as Kicks Crew warned that they would charge me any additional fee they would incur in case package was returned.
This commercial practice is illegal in France and in the European Union. According to the EU Consumer Rights Directive 2011/83/EU, Article 6(1)(e), the seller should display in advance "the total price of the goods or services inclusive of taxes", with Article 6(6) adding that "If the trader has not complied with the information requirements on additional charges or other costs [...], the consumer shall not bear those charges or costs".
Thus, I ask for a full reimbursement of these 48€. In the absence of support, I will report the situation to public consumer bodies (European Consumer Centre, signal.conso.gouv.fr, DGCCRF).
Réponse de KICKS CREW
Hi Jules,
Thanks for sharing your experience. We completely understand that unexpected fees can be frustrating.
We would like to clarify that KICKS CREW is a global marketplace. We do not stock products directly; instead, items are sourced from different sellers around the world and shipped to our warehouse for authentication before being dispatched to our customers.
Our prices cover the item cost and shipping to your country. Any additional fees you may encounter, such as import duties or taxes, are charged by your local government or authorities and are not collected by KICKS CREW. We try to provide information regarding these potential charges during checkout, but we understand they may still come as an unexpected expense.
Due to this process, customers are responsible for any applicable fees, including import duties, taxes, return shipping fees, reshipment fees, or other related charges.
Our team has sent you a follow-up email with the next steps to help resolve this as quickly as possible. Please kindly check your inbox (and spam folder) so we can get this sorted out for you right away.
We appreciate your patience and the opportunity to make this right.