I usually find Decathlon helpful with no complaints. However, I recently went to exchange an unused item which was too small and was told it could not be exchanged after the person at the till rang the relevant department. When I asked why and said that nobody had told me this at the time of purchase, I was told there were apparently signs in the area I got it from and was told to go speak to the staff there. I wandered over and after looking around for a bit I found an A5 size sign mixed in with 5 or 6 other signs. Hardly stand out. I have also since looked on the product's page on Decathlon's website and there is no clear mention of the exchange policy for this type of item on there either. Having had the exchange policy on climbing karabiners explained to me I completely understand the safety reasons for this. However, I feel that basic customer service was missed by not clearly informing the customer of this policy at the time of purchase. For example, it is fairly common knowledge that you can't return/exchange earrings in stores, but this has never stopped a shop assistant, in any store, informing me of this when preparing to purchase such item at the till. I had hoped to write to Decathlon directly, but having browsed the contact us page and other areas of the website there does not appear to be an email, postal address or feedback form provided. Not everyone would want, or have time, to call the customer loyalty line. This mode of contact would be a good addition to the website and may reduce the number of negative reviews for the company on this site and others. In summary, decent store, nice staff (although maybe a little too laid back at times) but some small details in basic customer service is lacking.