Terms and conditions of on-line sales

Date of last update: 29/05/2017
Voir les conditions générales de vente à distance en France des articles Louis Vuitton
See the terms and conditions for UK purchase of Louis Vuitton products

Foreword

24 Sèvres (hereinafter called “24 Sèvres”) markets throughout the world luxury ready-to-wear clothing and accessories for women and beauty products.

As a distributor of luxury goods, 24 Sèvres sells the retail products on its website to final customers only. Any Order that obviously does not correspond to a retail sale and, more generally speaking, any fraudulent Order or Order deemed to be such, will be considered by 24 Sèvres to be null and void. 24 Sèvres reserves the right to limit the quantities of any item delivered to the same purchaser and even to the same postal address. Before confirming the order, the Purchaser declares that the purchase of products on the 24 Sèvres website does not have any direct relationship with a business activity and is limited to strictly personal use. For the purposes of these Terms and Conditions of Sale, the Purchaser and 24 Sèvres are individually or collectively referred to as the Party or the Parties.

Article 1 – Purpose

The purpose of these Terms and Conditions of Sale (hereinafter called the “Terms and Conditions of Sale”) is to inform any potential Purchaser of the terms and conditions under which the Vendor (hereinafter called “24 Sèvres”) sells and delivers the products ordered and to define the rights and obligations of the Parties in relation to the sale of products by 24 Sèvres to the consumer (hereinafter called the “Purchaser”). Said Terms and Conditions of Sale apply, without any limitation or qualification, to the sale of all products proposed by 24 Sèvres on its website, accessible via:

  • the Internet at www.24sevres.com
  • the Appstore service in the form of a mobile application to be used on iOS compatible devices (herein called the “Website”)

As a result, the fact that the Purchaser orders a product proposed for sale on the 24 Sèvres website, regardless of the media used, signifies full acceptance of these Terms and Conditions of Sale, which the Purchaser acknowledges having read before placing an Order.

24 Sèvres reserves the right to change these Terms and Conditions of Sale at any time. However, the Terms and Conditions of Sale applicable to the Order are those accepted by the Purchaser when placing the Order.

These Terms and Conditions of Sale are completed by the Confidentiality and Cookies Policy.

Article 2 – Identity of company

24 Sèvres, a simplified share company (SAS) with a capital of 40,000 euro, Paris Trade Register n° 797 737 293, located at 22 rue Violet 75015 Paris.

Article 3 – Basis of agreement and placing of Orders

3.1 Prices

The sales price of the on-line products sold on the 24 Sèvres website, indicated in EUR, GBP or USD (and other local currencies where applicable), is that in force at the time at which the Purchaser placed the Order. The sales price of the products can be changed by 24 Sèvres at any time. Any changes will be indicated to the Purchaser before the Order is completed.

Considering the fact that 24 Sèvres and Le Bon Marché are two separate entities, the prices on 24 Sèvres can be different form the prices in Le Bon Marché store. The Purchaser shall not be entitled to ask either to 24 Sèvres or Le Bon Marché to apply the prices applied by the other.

Prices do not include shipping costs, which are invoiced in addition to the price of the products purchased. Shipping costs will be indicated before the Order is confirmed to the Purchaser. The different methods of shipping are indicated below in these Terms and Conditions of Sale and are indicated on the Website. They can be changed at any time by 24 Sèvres. 24 Sèvres thus recommends that the Purchaser should regularly consult the Terms and Conditions of Sale published on the Website.

Orders placed outside the European Union are “Delivery Duty Paid” (except for Russia, Azerbaijan and the Ukraine). All applicable taxes will therefore be paid by the Purchaser when placing the Order.

24 Sèvres regularly checks that the prices on the Website are correct. However, errors can occur. If 24 Sèvres observes an error in the price of an Order, the Purchaser will be informed as soon as possible. 24 Sèvres reserves the right to cancel the Order of any item whose price is incorrect. If the Order has already been paid, the corresponding amount will immediately be refunded to the Purchaser.

3.2 Product characteristics

3.2.1 General provisions

The Purchaser can select one or several products from among the various categories proposed on the 24 Sèvres Website.

24 Sèvres can change the selection of products proposed for sale on its Website at any time, particularly due to constraints relating to its suppliers, even if the products have been ordered by the Purchaser.

Pursuant to article L. 111-1 of the French consumer code, the Purchaser can consult the essential characteristics of the product(s) proposed on the 24 Sèvres website before placing an Order.

The products comply with current French legislation. 24 Sèvres may not be held liable in the case of non-respect of the legislation of the country to which the product is delivered (e.g. if a product is prohibited). Purchasers must check with the local authorities of the country to which the product is to be delivered whether the importation or use of the products and services they intend to order is authorized.

24 Sèvres cannot guarantee that the information provided on the product packaging will be translated into all the languages of the European Union. However, the information will be available in at least French and/or English.

For all questions relating to the products and their use, any additional question or request for advice, the Purchaser can contact the team of 24 Sèvres Customer Service Representatives by calling the Customer Service at  08 00 94 54 24 (toll free number in France), or +33 1 70 37 14 79 in all other countries, during the opening hours indicated under “Contact Us” on the 24 Sèvres website.

3.3 Availability

The offers presented by 24 Sèvres are valid while they remain on the Website and within the limit of available stocks.

For products not stocked in its warehouses, the offers presented by 24 Sèvres are valid subject to availability. Indications concerning the availability of the products are provided to the Purchaser at the time of the Order. Since the information comes directly from the suppliers, errors or changes can exceptionally exist.

When the Purchaser choses “Click & Collect”, the products ordered are delivered directly by 24 Sèvres to the corresponding dedicated area on the ground floor of Le Bon Marché department store at 24 rue de Sèvres, 75007 Paris.

Whatever the circumstances and in the case of total or partial unavailability of the products after the Order is sent, the Purchaser will be informed by email as soon as possible that the product is unavailable and that the Order has been totally or partially cancelled.

In the case of total cancellation of the Order by 24 Sèvres:

  • The Purchaser’s Order will be automatically cancelled and the Purchaser’s bank account will not be debited.
  • 24 Sèvres’ Customer Service will contact the Purchaser to indicate cancellation of the Order and suggest placing another Order that does not include the unavailable product.

3.4 Order

By placing an Order, the Purchaser accepts these Terms and Conditions of Sale and the Confidentiality and Cookies Policy, notwithstanding any special contractual conditions between the Parties.

Before validating the Order, the Purchaser can check the details of the draft Order and correct any errors.

The on-line sales agreement is concluded when the Purchaser confirms the Order by clicking on the “PAY” button (herein called the “Order”.) The Purchaser is deemed to accept the following with full knowledge and consent: the content and conditions of the Order and these Terms and Conditions of Sale in particular, the fact that the Order implies an obligation of payment, and the prices, volumes, characteristics, quantities and delivery times of the products proposed for sale and ordered by the Purchaser.

Once this step has been validated, the Purchaser can no longer cancel the Order. The sale will then be final (unless the Purchaser exercises the right of cancellation during the cooling-off period pursuant to article 6 of these Terms and Conditions of Sale). The Order will be confirmed to the Purchaser by email. Another email will inform the Purchaser of the shipping date of the Order.

If an Order is to be delivered “Click & Collect”, the Purchaser will receive an email confirming the Order after Purchase. The Purchaser will then be informed by email of the date on which the Order will be available for delivery at Le Bon Marché.

24 Sèvres recommends that the Purchaser should keep these emails in printed or electronic form. The Purchaser is informed that the emails are sent to the email address given by the Purchaser. Thus, if there is an error in the email address or the Order confirmation message is not received, 24 Sèvres cannot be held liable. In this case, the sale will be considered final, unless the Order is cancelled by 24 Sèvres, particularly if the products are not available. The Purchaser may nevertheless exercise the right of cancellation during the cooling-off period pursuant to article 6 of these Terms and Conditions of Sale.

24 Sèvres will be entitled to collect the full price corresponding to the Order:

  • For all orders except for Click & Collect: as soon as the Order is confirmed;
  • Click & Collect Orders: when the order is picked up from Le Bon Marché.

It should be remembered that purchases made on the Website are reserved for non-professional private customers for their own use (or as gifts in their family circle). This is why 24 Sèvres only sells products in quantities that correspond to the average requirements of a household. In pursuance of article L121-11 of the French consumer code, 24 Sèvres reserves the right to refuse or cancel, for legitimate reasons, any Order for which the number of products or the amount to be paid (for one or several orders combined) does not correspond to the average usual use of a household or that would indicate that a business activity is being carried out by the Purchaser in relation to the products ordered or, more generally speaking, any abnormal Order in the meaning of the applicable case law.

Finally, 24 Sèvres reserves the right to suspend or cancel the processing of an Order and/or delivery regardless of its nature or stage of processing, in the following cases: non-payment of any or all of the amount owed by the Purchaser, a payment incident, fraud or attempted fraud relating to the use of the 24 Sèvres website, including on the occasion of previous Orders.

The Purchaser agrees that 24 Sèvres can use the personal data provided to carry out appropriate anti-fraud investigations. The personal data provided by the Purchaser can be transferred to a credit rating agency or fraud control agency which can keep a record of the data.

Article 4 – Payment

The Purchaser can pay for the Order on the Website under the conditions set out below. The Purchaser warrants 24 Sèvres that it has the necessary authorizations to use the payment method chosen for the Order when the Order was registered.

4.1 Payment methods available on the Website

4.1.1 Bank and credit cards

The following bank and credit cards are accepted on the website: Carte Bleue, Visa, American Express and Master Card.

4.1.2 On-line credit notes

On-line credit notes are credit notes issued exclusively by 24 Sèvres and can only be used by the beneficiary on the 24 Sèvres Website. They are valid one year from the date of issue.

4.2 Payment methods available at Le Bon Marché

When an Order is placed and the delivery chosen is “Click & Collect”, and payment cannot be made with the card used on the Website when picking up the Order, the Purchaser can pay for the Order using the 24 Sèvres payment terminal in the “Click & Collect” delivery area in Le Bon Marché. This payment terminal accepts bank and credit cards only.

4.3 Payment procedure

All Orders must be paid for. Orders can be paid in EUR, GBP or USD, including all compulsory taxes and fees. Any bank charges will be paid by the Purchaser (including in the case of a refund).

4.4 Security of payment transactions

Within the framework of the fight against Internet fraud, the data relating to the Purchaser’s Order may be transferred to any third party authorized by the law or appointed by 24 Sèvres with the sole purpose of checking the Purchaser’s identity and validating the Order, the payment method used and type of delivery.

After the above verification, 24 Sèvres reserves the right to request a photocopy of the Purchaser’s ID and/or any information relating to the Purchaser’s identity. The Purchaser has the right to access, amend and remove any data of a personal character processed by 24 Sèvres, under the conditions set out in the Confidentiality and Cookies Policy.

Article 5 – Delivery and Acceptance

5.1 General rules

The products ordered by the Purchaser in pursuance of these Terms and Conditions of Sale are delivered to the address indicated by the Purchaser as the delivery address for the Order concerned (“Delivery Address”).

The Purchaser, or the recipient of the Order, can only change the delivery address if required after the Order has been confirmed by contacting 24 Sèvres’ Customer Service or by accessing the carrier’s link sent to the Purchaser by text message beforehand if the Purchaser has provided a valid cell phone number beforehand.

24 Sèvres also proposes delivery to the 24 Sèvres dedicated delivery area on the ground floor of Le Bon Marché department store (“Click & Collect” delivery), 24 rue de Sèvres in Paris (75007) for Purchasers residing in France.

Certain beauty products (aerosols, perfumes, nail varnish, etc.) are considered to be hazardous products for transport. As a result, we take every necessary precaution and apply the rules for the transport of hazardous materials (IATA, ADR). Certain types of delivery may therefore not be proposed to the Purchaser when placing the Order and it may not be possible to return the products from certain countries.

A CITES certificate will be enclosed with certain protected materials (leatherwear and furs) when they are sent to non-European countries.

24 Sèvres delivers to all the countries in the European Union in addition to Monaco and the French overseas territories. 24 Sèvres also delivers to numerous countries worldwide, a complete list of which is available in “Delivery and return”.

5.2 Types of delivery available on the 24sevres.com website

The types of delivery listed below are not available in all countries. Certain types of delivery, particularly Click & Collect at Le Bon Marché department store, might not be offered to the Purchaser when placing the Order.

5.2.1 Delivery in metropolitan France only
Delivery to Le Bon Marché department store

Click & Collect delivery means that the Purchaser or the recipient of the Order must pick up the parcel that has been ordered and paid for on the website in the 24 Sèvres delivery area on the ground floor of Le Bon Marché, 24 rue de Sèvres, Paris.

After the order has been confirmed and an email received confirming that the parcel has been delivered to the store, the Purchaser has 7 days to pick up the parcel. At the end of that period, the Order will be cancelled. The Purchaser will not be debited for the Order.

To pick up the parcel at the store, the Purchaser must go to Le Bon Marché department store with valid ID and the Order number provided in the Order confirmation email or on his smartphone. The Purchaser can also appoint another person to pick up the Order. In this case, the person must present their own ID, the recipient’s ID and the Order number provided in the Order confirmation email. Before taking delivery of the parcel, the Purchaser, the person appointed by the Purchaser or the recipient of the Order must sign the Order delivery slip. The signed delivery slip is proof of delivery by 24 Sèvres and acceptance by the Purchaser or the recipient of the ordered products. No dispute relating to the actual delivery is possible if the parcel is deemed to have been delivered, 24 Sèvres’ records being considered proof thereof.

5.2.2 Delivery in France, the European Union and the rest of the world
DHL Express delivery

The parcel containing the products that have been ordered and paid for is delivered personally to the exact address provided at the time of the Order.

All deliveries must be signed for.

In the case of known absence before delivery, the Purchaser can reschedule the delivery to another day (Monday to Friday) by logging into the DHL delivery website indicated in the text message sent to the Purchaser at the time of shipping, or by clicking on the following link: http://ondemand.dhl.com./. The Purchaser must then enter the airway bill number for the parcel (included in the text message notifying the Purchaser that the Order has been shipped) and choose a new delivery date.

If the recipient is absent at the time of delivery, an attempted delivery card will be left in the mailbox. Unless specified otherwise, a second delivery attempt will be planned the next working day after the first delivery attempt, between 8 am and 6 pm. If delivery fails a second time, a maximum of two additional attempted deliveries can be scheduled. After two attempted deliveries have not resulted in delivery of the parcel due to absence of the recipient or if the recipient was not able to take delivery of the goods, the order will be deemed to be cancelled and the cost refunded.

5.3 Irregularity, incident, damaged parcel

5.3.1 General provisions

The Purchaser or recipient of the Order is invited to check the visible state of the parcel and products at the time of delivery.

If there are any irregularities concerning the parcel (parcel damaged or opened, traces of liquid, etc.) or the product(s) ordered (missing or damaged product(s)), the Purchaser or the recipient of the Order must follow the procedure set out below (articles 5.3.2 and 5.3.3 of these Terms and Conditions of Sale) which corresponds to the Order conditions or refuse to take delivery of the parcel (in this case, the carrier will take the parcel back). No claims concerning the carrier and 24 Sèvres will be accepted if the appropriate procedure is not respected. In particular, the Purchaser will not be able to claim a refund. Nor can the Purchaser or the recipient of the Order ask 24 Sèvres to have the products delivered again. The Purchaser will be contacted by the Customer Service of 24sevres.com as soon as possible to discuss the refusal. If the problem related to transport is confirmed by 24 Sèvres’ Customer Service, the Order will be cancelled and the Purchaser refunded for the price of the parcel and the delivery costs.

The Purchaser or recipient of the Order can also call 24 Sèvres’ Customer Service to find out how to return the damaged product(s). The return procedure for the damaged products indicated by 24 Sèvres’ Customer Service must then be strictly followed by the Purchaser. Failing this, the Purchaser cannot claim a refund or an exchange of the products concerned.

5.3.2 Procedures to be strictly followed when the parcel is damaged
- “Click & Collect” delivery

If, at the time the parcel is picked up at the “Click & Collect” counter, the Purchaser observes a problem with the parcel (parcel damaged or opened, traces of liquid, etc.), the Purchaser must refuse to take delivery. In this case, the “Click & Collect” service will keep the parcel, notify 24sevres.com of the problem and refund the Purchaser.

- Delivery by DHL

If the Purchaser observes a problem with the parcel (parcel damaged or opened, traces of liquid, etc.), the Purchaser should not open the parcel but take photographs to provide proof of why it was not accepted.

The Purchaser must then use the order number and delivery number written at the bottom of the bar code in order to notify the problem by email or telephone (08 00 94 54 24 (toll free number in France) or +33 1 70 37 14 79 in all other countries) to the 24sevres.com Customer Service which will arrange for DHL to collect the parcel at the Purchaser’s address.

If the parcel is accepted, the Purchaser must:

  • Unwrap the parcel in the presence of the carrier, and
  • Write any observations in detail by hand on the Delivery Slip. The reservations made by the recipient concerning delivery are used to prove the existence and extent of the damage. The Purchaser must make sure that the reservations are precise and complete (simply writing “subject to unpacking” is considered to be too general and imprecise), and
  • Send a registered letter with recorded delivery setting out the reasons for the complaint to the carrier within three (3) days of receipt in pursuance of the provisions of article L.133-3 of the French Commercial Code.
  • Inform 24 Sèvres par email or registered letter within three (3) working days of delivery of the Order.
5.3.3 Procedure to be strictly followed in the case of a missing or damaged product

The Purchaser or the recipient of the Order must notify absence of or damage to a product to the 24 Sèvres Customer Service by calling 08 00 94 54 24 (toll free service in France) or +33 1 70 37 14 79 (in all other countries).

The 24 Sèvres Customer Service can ask for information concerning the identity of the Purchaser or the recipient of the Order and proceed with any useful verifications in this respect.

5.4 Delivery deadline

The delivery deadline is calculated from reception of the email Order confirmation.

5.4.1 Delivery in Metropolitan France
Standard delivery deadline

The delivery deadline for Orders to be sent to Metropolitan France are those indicated when the Order is placed. The deadline is based on the time at which the Order was placed and the working days in the country of destination. However, for Orders delivered outside the European Union, 24 Sèvres will not be held liable for an extension of the delivery deadline due to customs inspections (which can vary according to the destination and legislation of the country of destination).

During the holiday season (23 November to 31 December), the delivery deadline may be momentarily extended due to the increased activity of carriers.

5.4.2 Rules applicable regardless of the country of delivery

If the delivery deadlines referred to above are exceeded for reasons other than a force majeure, the Purchaser can cancel the Order under the following conditions:

  • After sending a formal notice to 24 Sèvres’ Customer Service to carry out the delivery within an additional reasonable time and after a formal notice to deliver is not acted upon within the stipulated period,
  • If the Purchaser proves that the delivery deadline was an essential condition of the Order expressly imparted to 24 Sèvres at the time of placing the Order.

The formal notice to deliver the goods or the request to cancel the Order must be sent by registered letter with recorded delivery to the address indicated under “Contact Us” on the 24 Sèvres Website or by calling 08 00 94 54 24 (toll free number in France) or +33 1 70 37 14 79 in any other country, during the opening hours of the Customer Service indicated under “Contact Us” on the 24 Sèvres Website.

If an investigation carried out by 24 Sèvres, the result of which shall be deemed to provide proof of the dispute concerned, should show that 24 Sèvres or the carrier is exclusively responsible for failure to deliver the goods on time, 24 Sèvres will refund the total amount paid by the Purchaser and received by 24 Sèvres for the Order concerned, provided the entire Order is returned to 24 Sèvres by the Purchaser. The refund shall be in the form of a credit note or a refund according to the Purchaser’s choice, as soon as possible and, at the latest, thirty days after the date on which the Purchaser exercised the right to cancel the Order.

However, if the Order is not returned in full or if the investigation shows that 24 Sèvres or the carrier cannot be held exclusively liable, the Purchaser cannot claim either a refund of the amount paid, nor a new delivery of the products ordered unless the Purchaser is able to prove absence of liability by any appropriate means.

Article 6 – Cooling-off period

6.1. Legal cooling-off period

6.1.1. Length of legal cooling-off period

In pursuance of article L.221-18 of the French Consumer Code, the Purchaser has 14 (fourteen) days from the day of receipt of the parcel containing the ordered products to change their mind without having to give a reason for the decision. In the case of a Le Bon Marché Gift Voucher purchased on the website, the Purchaser has 14 (fourteen) days from confirmation of the Order to change their mind provided the Gift Voucher has not been used either partly or fully before expiration of said period. If this is not the case, the cooling-off period will not apply and no refund of any kind will be made.

6.1.2. How to cancel the purchase during the legal cooling-off period

The procedure to be followed to cancel the purchase during the cooling-off period is described in article 6.3 of these Terms and Conditions of Sale.

6.1.3. Products excluded from the legal cooling-off period

In pursuance of article L.221-28 of the French Consumer Code, the cooling-off period does not apply to Orders concerning:

  • the supply of goods which were unsealed after delivery and cannot be returned for reasons of hygiene or health protection,
  • the supply of goods made according to the consumer’s specifications or clearly personalized.

As a result, the Purchaser is warned that the legal cooling-off period will not apply to products unsealed by the Purchaser and which cannot be resold by 24 Sèvres without a health or hygiene risk for consumers (e.g. beauty care products, make-up, etc.). The cooling-off period will not apply to products which have been personalized at the Purchaser’s request. These provisions apply notwithstanding the warranties set out in article 7 of these Terms and Conditions of Sale which remain fully applicable.

6.1.4. Consequences of legal cooling-off period

If the cooling-off period applies and the Purchaser respects the conditions set out in this article with regard to the time-frame and return procedure, the Purchaser will be refunded for the returned products and the Order delivery costs.

6.1.5. Costs

24 Sèvres will pay the cost of returning the Products by sending the Purchaser a Return Label.

6.2. Contractual cooling-off period

In order to ensure that its Purchasers and recipients of the Order are fully satisfied, 24 Sèvres will accept the return of the products ordered on the 24 Sèvres Website after expiry of the legal period set out above in 6.1.1 under the following conditions (hereinafter called the “contractual cooling-off period”).

6.2.1. Length of contractual cooling-off period

The Purchaser or the recipient of the Order has thirty (30) days from the date of receipt of the Order to return the products.

6.2.2. How to cancel the purchase during the contractual cooling-off period

The procedure to be followed to cancel the purchase during the contractual cooling-off period is set out in article 6.3 of these Terms and Conditions of Sale.

6.2.3. Products excluded from the contractual cooling-off period

The contractual cooling-off period does not apply to Orders concerning:

  • the supply of goods which were unsealed after delivery and cannot be returned for reasons of hygiene or health protection,
  • the supply of goods made according to the consumer’s specifications or clearly personalized.
  • products considered to be hazardous* (IATA, ADR) such as certain cosmetics (these products cannot be returned for security reasons as they are subject to strict packaging requirements certified by a dedicated organization). The 24 Sèvres Customer Service will provide the Purchaser with information in this respect on request.

As a result, the Purchaser is warned of the fact that the contractual cooling-off period will not apply to products which have been unsealed by the Purchaser and which cannot be resold by 24 Sèvres without a health or hygiene risk for consumers (e.g. beauty care products, make-up, etc.). The contractual cooling-off period will not apply to products which have been personalized at the Purchaser’s request. These provisions apply notwithstanding the warranties set out in article 7 of these Terms and Conditions of Sale which remain fully applicable.

6.2.4. Consequences of contractual cooling-off period

If the contractual cooling-off period applies and the Purchaser or the recipient of the Order respects the conditions set out in this article with regard to the time-frame and return procedure, the Purchaser will be refunded by 24 Sèvres for the returned products and the Order delivery costs.

6.2.5. Costs

24 Sèvres will pay the cost of returning the Products by sending the Purchaser a Return Label.

6.3. How to cancel the purchase during the legal cooling-off period and the contractual cooling-off period

The Purchaser or, where applicable, the recipient of the Order, must inform 24 Sèvres of their wish to benefit from the cooling-off period in one of the following ways:

  • By contacting the 24 Sèvres Customer Service within 30 (thirty) days of reception of the Order. In this case, the Purchaser can use the Termination Notice appended to these Terms and Conditions of Sale and send it by post to the following address: 24 Sèvres, 22 rue Violet, 75015 Paris or by email to the following address: bonjour@24sevres.fr. In this case, the Purchaser is informed that it is not technically possible for 24 Sèvres to stop the products being sent once the Order has been validated. The Order will then be sent to the Purchaser and the Purchaser undertakes, in pursuance of article L.221-23 of the French Consumer Code, to return the products concerned within a maximum period of 14 (fourteen) days after sending the Termination Notice to 24 Sèvres. In the case of receipt of the products after the above period of 14 days, 24 Sèvres shall be deemed to have received the Purchaser’s request to benefit from the cooling-off period at the time at which the products were effectively sent.
  • By returning the order to the “Click & Collect” dedicated area on the ground floor of Le Bon Marché, 24 rue de Sèvres, Paris 75007. 24 Sèvres will immediately register the Purchaser’s request to benefit from the cooling-off period and shall refund the price of the returned Products.

The Purchaser will be refunded for the amount of the Order and the delivery costs effectively paid at the time of delivery. However, for orders delivered outside the European Union and for which customs duties have been invoiced to the Purchaser, 24 Sèvres will not refund the customs duties.

6.3.1. General provisions applicable to all types of returns (return to the store and return by post)

The products must be returned to 24 Sèvres in the original packaging, together with any accessories, instruction booklets, certificates of authenticity, etc., in a saleable condition, at the latest 30 (thirty days) after the date of receipt thereof. Products returned after this deadline will not be accepted. The products must be returned using the Return Label sent by 24 Sèvres. The Purchaser and the recipient of the Order, if different from the Purchaser, are informed that using the Return Label facilitates processing of the return by 24 Sèvres. The Purchaser or the recipient of the Order, if different from the Purchaser, is therefore invited to use the Return Label. Regarding the returns through the dedicated space in the store Le Bon Marché, the Purchaser can simply present the invoice corresponding to the returned Order. In the case of Le Bon Marché Gift Vouchers purchased on the 24 Sèvres Website, the return conditions set out in article 6 will only apply if the Gift Voucher has not been used, either partly or fully, before expiration of the above period. If this is not the case, the cooling-off period will not apply and no refund of any kind (even partial) will be made.

If the Purchaser returns the articles using their own means and at their own expense, it is recommended keeping proof of return of the item by registered post or by any other method which provides a record of the shipping date. The Purchaser must insure the parcel against loss for the value of the contents. 24 Sèvres shall not be held liable for the loss of a parcel returned by the Purchaser using their own means.

The Purchaser may be held liable in the case of depreciation of the value of the product as a result of handling that is not consistent with preservation of the nature, characteristics and, where applicable, the correct operation of the products. In this case 24 Sèvres may deduct the difference between the value of the product returned and its initial value when making the refund.

6.3.2. Return by post

In addition to the conditions set out in article 6.3.1 of these Terms and Conditions of Sale, the Purchaser or the recipient of the Order who wishes to benefit from the legal or contractual cooling-off period by returning a product by post must follow the instructions below:

  • Use the original packaging to return the product(s) concerned;
  • Send the parcel or letter by registered post with recorded delivery to the following address:
    Babylone, Avenue de Madrid, ZAC Paris Oise, 60126 Longueil-Sainte-Marie

24 Sèvres will not accept parcels or letters sent collect (postage due).

For products subject to customs formalities (leatherwear, furs, etc.), the Purchaser must obtain the necessary Cites certificates from the local authorities beforehand for customs clearance.

Article 7 – Warranties

7.1. Statutory guarantees and warranties

All products sold on the Website benefit from the statutory guarantee (as defined in articles L217-4 et seq. of the French Consumer Code) and the warranty against hidden defects (as defined in articles 1641 et seq. of the French Civil Code) which means that the Purchaser can return products that are delivered with defects or do not comply with the contract of sale.

7.1.1 Statutory guarantee

The French Consumer Code stipulates the following in relation to statutory guarantees: Article L217-4: “The seller is required to deliver goods which comply with the contract of sale and is accountable for any lack of conformity at the time of delivery. The seller is also accountable for any lack of conformity resulting from the packaging or from instructions for mounting or installation when the seller is contractually responsible for same or when it is carried out under the seller’s responsibility.”

Article L211-5 : “To comply with the contract of sale the goods must:

  • 1) Be suitable for the purpose usually associated with such a product and, where appropriate:
    • correspond to the description given by the seller and have the qualities shown to the purchaser in the form of a sample or model;
    • have the qualities that a purchaser might legitimately expect in view of public statements made by the seller, the manufacturer or its representative, particularly in advertising or labelling;
  • 2) Or have the characteristics defined by mutual agreement between the parties or be suitable for any special requirement of the buyer, brought to the knowledge of and accepted by the seller.”

Article L211-12: The action resulting from lack of conformity is limited to two years after delivery of the goods.

7.1.2 Warranty against hidden defects

The French Civil Code stipulates the following in relation to the warranty against hidden defects:

Article 1641 of the Civil Code: “The seller warrants the goods sold against hidden defects which make them unsuitable for their intended purpose, or which reduce their possible use to such an extent that the purchaser would not have bought them or would have paid less, had they known.”

Article 1648 of the Civil Code: “Any action resulting from latent defects must be instituted by the purchaser within two years of the discovery of the defect. In the case set out in article 1642-1, the action must be instigated, under pain of debarment, within one year of the date on which the seller can be discharged from liability for visible defects or lack of conformity.”

In application of the statutory warranty against hidden defects, 24 Sèvres, depending on the Purchaser’s choice, shall, after assessing the defect:

  • Either refund the full price of the returned product,
  • Or refund part of the price if the Purchaser decides to keep the product.
7.1.3 Exclusion from warranties

Products that have been modified, repaired, incorporated or added by the Purchaser are excluded from the warranty. The warranty will not apply to visible defects. The warranty will not apply to products damaged during transport or due to improper use.

7.2 Implementation of statutory guarantees and warranties

In the case of a statutory guarantee, the Purchaser:

  • has two years from the time of delivery of the goods to make a claim;
  • can choose between having the goods repaired or replaced, under the price conditions set out in article L217-9 of the French Consumer Code;
  • is dispensed from providing proof of lack of conformity of the goods for two years.

Statutory guarantees and warranties apply independently of any commercial guarantees or warranties that may be granted.

The Purchaser can decide to use the warranty against hidden defects of purchased goods in the meaning of article 1641 of the Civil Code. In this case, the Purchaser can choose between cancellation of the sale or reduction in the sales price in pursuance of article 1644 of the Civil Code.

For any request concerning statutory guarantees and warranties, the Purchaser can contact the Customer Service under “Contact Us” on the 24 Sèvres Website or call 08 00 94 54 24 (toll free number in France) or +33 1 70 37 14 79 in all other countries, during the opening hours of the Service indicated in “Contact Us” on the 24 Sèvres Website.

These provisions do not exclude the cooling-off period defined in article 6 above.

7.3 Consequences of applying guarantees and warranties

In the case of application of the statutory guarantee and depending on the Purchaser’s choice, 24 Sèvres shall:

  • either replace the product with another identical product according to the stocks available,
  • or refund the price of the product if its replacement by another product should prove impossible.

In the case of application of the statutory warranty against hidden defects and depending on the Purchaser’s choice, 24 Sèvres shall, after assessing the defect:

  • Either refund the full price of the returned product,
  • Or refund part of the price if the Purchaser decides to keep the product.

Article 8 – Retention of ownership

24 Sèvres retains full ownership of the products sold until the full price has been completely paid, including the principal, expenses, taxes and compulsory contributions.

Article 9 – Intellectual property

The 24 Sèvres brand, in addition to all figurative and other marks, illustrations, images and logos, all content on the Website (including but not limited to these Terms and Conditions of Sale), is and shall remain the exclusive property of 24 Sèvres or the owner of the intellectual property rights concerned.

Any total or partial reproduction, modification or use of said marks, illustrations, images and logos or any other content on the Website, for any reason and on any media whatsoever, without the prior, written consent of 24 Sèvres or the owner of the intellectual property rights concerned is strictly prohibited. The same applies to all copyright, designs and patents represented and/or used on the Website.

Article 10 – Signature and proof

24 Sèvres shall do everything possible to protect the personal data of its customers by ensuring a high level of security, but the Purchaser also has a role to play in protecting personal data. In particular, the Purchaser must ensure the security of their on-line transactions, for example, by not communicating their ID (Purchaser’s email address) and/or password to anyone else and by regularly changing the password. In this respect, 24 Sèvres cannot be held liable for the disclosure of information concerning the Purchaser to anyone having used their ID (Purchaser’s email address) and/or password. In this respect, use of the Purchaser’s ID (Purchaser’s email address) and/or password is deemed to be proof of identity, and the obligation, on validation of the Order, to pay the corresponding amount. In no event can 24 Sèvres be held liable for the fraudulent use of the above data. Providing credit or bank card details and final validation of the Order are deemed to be proof of acceptance of the Order and the obligation to pay the expenses incurred by clicking on the products in the Order. The computer registers, kept in 24 Sèvres’ IT systems and those of its partners, will be deemed to be proof of any communications, Orders and payments which may take place between the Parties.

Article 11 – Code of good conduct

24 Sèvres respects the Ethics Code and e-commerce mediation system of FEVAD, the French e-commerce and distance-selling federation. Said rules of good conduct are set out in an official document in French entitled the “Ethics Code of e-commerce and distance selling”.

Article 12 - Customer Service / Mediation Service

For all additional information, the 24 Sèvres Customer Service can be reached by calling 08 00 94 54 23 (toll free service in France) or +33 1 70 37 14 79 in all other countries, during the opening hours of the service indicated under “Contact Us” on the Website. For all questions concerning the status of an Order or return, the 24 Sèvres Customer Service can be reached by calling 08 00 94 54 23 (toll free service in France) or +33 1 70 37 14 79 in all other countries, during the opening hours of the service indicated under “Contact Us” on the Website. For all claims concerning an Order, the Purchaser is invited to contact the 24 Sèvres Customer Service by calling 08 00 94 54 23 (toll free service in France) or +33 1 70 37 14 79 in all other countries, during the opening hours of the service indicated under “Contact Us” on the Website. In pursuance of the provisions of the French Consumer Code concerning amicable settlement of disputes, 24 Sèvres subscribes to the e-commerce mediation service of FEVAD, the French e-commerce and distance-selling federation, whose details are as follows: 60 rue La Boétie - 75008 Paris

http://www.mediateurfevad.fr.([http://www.mediateurfevad.fr/index.php/espace-consommateur). If a claim is not solved amicably by 24 Sèvres’ Customer Service, and after a prior written procedure with respect to 24 Sèvres, the Mediator Service may be consulted for any consumer dispute which has not been settled otherwise. For further information on submitting a dispute to the Mediator, click here.
On a European level, the European Commission has set up an on-line dispute resolution platform for consumers.

Article 13 – Liability

13.1 Legal capacity

Before placing the Order, the Purchaser declares that they have the full legal capacity to contract in pursuance of these Terms and Conditions of Sale. 24 Sèvres cannot under any circumstances be held liable for checking the legal capacity of its browsers and Purchasers. As a result, if a person without the legal capacity to contract should order goods on the 24 Sèvres Website, the person’s legal guardians (parents, etc.) must assume entire responsibility for the Order and pay the corresponding costs.

13.2 Disclaimer

24 Sèvres shall not be held liable in the case of non-performance of any of the obligations resulting from these Terms and Conditions of Sale due to third party negligence even when foreseeable, negligence on the part of the Purchaser, force majeure as defined by the French courts or any other event which could not reasonably be kept under the exclusive control of 24 Sèvres. The information accessible on the Website is provided “AS IS” without any guarantee of any kind, either implicit or explicit, concerning the integrity, accuracy, up-to-dateness, non-infringement, availability, reliability or exhaustiveness of the information, products, accessories or services on the 24 Sèvres Website nor their fitness for the use that the Purchaser intends to make of them. 24 SEVRES DECLINES ALL RESPONSIBILITY FOR ANY DIRECT OR INDIRECT DAMAGE, WHETHER FORESEEABLE OR NOT, CAUSED BY USING THE WEBSITE. IF THE LIABILITY OF 24 SEVRES SHOULD BE ESTABLISHED AND ACCEPTED DUE TO LOSS OR DAMAGE SUSTAINED BY THE PURCHASER AND ATTRIBUTABLE EXCLUSIVELY TO HAVING PLACED AN ORDER, SAID LIABILITY WILL BE LIMITED TO THE AMOUNT OF THE ORDER PAID BY THE PURCHASER TO 24 SEVRES. Any claims made by a user, including the Purchaser, against 24 Sèvres must take place within 6 months of the occurrence of the event underlying the claim.

Article 14 – "Data processing, data files and individual liberties"

24 Sèvres collects the Purchaser’s personal data and, where applicable, that of the recipient of the Order. The Purchaser is hereby informed that the automated processing of personal data, as well as the management of users’ email addresses, have been declared to CNIL, the French information commissioner’s office (declaration n° XXXXXXXXX). The end purpose, recipients and conditions under which 24 Sèvres collects and processes personal data are presented in the Website’s Confidentiality and Cookies Policy.

Article 15 – Editing of Terms and Conditions of Sale

24 Sèvres reserves the right to edit these Terms and Conditions of Sale at any time without notice. To be kept informed of any changes, 24 Sèvres recommends that the Purchaser and, generally speaking, any user of the Website, should regularly reread the Terms and Conditions of Sale and the Confidentiality and Cookies Policy. The Order will be governed by the Terms and Conditions of Sale in force at the time of the Order.

Article 16 – General

16.1 Partial invalidity

If any of the provisions of these Terms and Conditions of Sale are held or declared to be invalid in application of an act or regulation or following the final decision of a competent jurisdiction, the other provisions shall remain in full force and effect.

16.2 Non-waiving of obligations

The fact that one of the Parties does not presume on a breach by the other Party of any of the obligations set out in these Terms and Conditions of Sale cannot be interpreted in the future as waiving the obligation concerned.

16.3 Applicable law and competent jurisdiction

The sale of 24 Sèvres’ products is governed by French law regardless of the country of residence of the Purchaser and where the Order was placed. FAILING SETTLEMENT OUT OF COURT, ANY DISPUTE THAT MAY ARISE RELATING TO THE INTERPRETATION, PERFORMANCE OR BREACH OF THE AGREEMENT BETWEEN 24 SÈVRES AND THE PURCHASER SHALL BE SUBMITTED TO THE EXCLUSIVE COMPETENCE OF THE FRENCH COURTS IN APPLICATION OF THE RULES DECREED BY THE FRENCH CODE OF CIVIL PROCEDURE, EVEN IN THE CASE OF DIVERSITY OF DEFENDANTS. THE ORIGINAL FRENCH VERSION SHALL TAKE PRECEDENCE OVER THE ENGLISH TRANSLATION OF THESE TERMS AND CONDITIONS OF SALE WHICH ARE PROVIDED FOR INFORMATION ONLY.

16.4 Term of agreement

The Terms and Conditions of Sale shall apply throughout the period during which the products are offered for sale on the Website by 24 Sèvres up until the end of the warranty period. Whatever the circumstances, the “Liability” clause shall survive extinguishment of the Terms and Conditions of Sale.

Appendix 1: Termination Form

(This form is to be completed and sent with the order number only if you wish to terminate the agreement. We recommend that you indicate your order number)

To 24 Sèvres, 22 rue Violet, 75015 Paris

Email: bonjour@24sevres.fr

I hereby inform you that I wish to terminate the agreement concerning the sale of the goods below:

  • Ordered on [……………..] (*) received on [……………..] (*)
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if a printed version of the form is used)
  • Date:

(*) delete as appropriate

For any additional information, the 24 Sèvres Customer Service can be reached by calling 08 00 94 54 23 (toll free service in France) or +33 1 70 37 14 79 in all other countries, during the opening hours of the service indicated under “Contact Us” on the 24 Sèvres Website.

For any information relating to your order or a return, you can contact us by calling 08 00 94 54 23 (toll free service in France) or +33 1 70 37 14 79 in all other countries, during the opening hours of the service indicated under “Contact Us” on the 24 Sèvres Website.

CONDITIONS GÉNÉRALES DE VENTE À DISTANCE EN FRANCE DES ARTICLES LOUIS VUITTON

VERSION DU 09/06/2017

ARTICLE PRÉLIMINAIRE

La Société des Magasins Louis Vuitton - France (ci-après dénommée "société Louis Vuitton") commercialise les articles Louis Vuitton en France.

Soucieuse de toujours mieux répondre aux attentes de ses clients, la société Louis Vuitton a souhaité permettre aux visiteurs du site Internet www.24sevres.com (ci-après le «Site»), de commander certains produits Louis Vuitton.

Dans ce cadre, la société 24 Sèvres, SAS au capital de 40.000 euros, enregistrée au RCS de Paris sous le numéro 797 737 293, sise 22 rue Violet 75015 Paris (« 24 Sèvres ») qui exploite le Site, est chargée de promouvoir et commercialiser les articles Louis Vuitton sur le Site pour le compte de la société Louis Vuitton, en qualité de commissionnaire à la vente.

Afin de garantir à sa clientèle un niveau de service optimal, la société Louis Vuitton a souhaité proposer une sélection d’articles et exclure de son offre sur le Site certaines catégories de produits Louis Vuitton (malles, haute joaillerie, etc). La liste des articles Louis Vuitton proposés est consultable sur le Site.

Le processus de vente à distance décrit dans les présentes Conditions Générales de Vente est réservé aux consommateurs, au sens qu'en donnent la loi et la jurisprudence, agissant exclusivement pour leur propre compte et domiciliés en « France Métropolitaine » (ce terme étant entendu comme incluant la Corse et excluant les départements et territoires d’outre-mer, l’île de Porquerolles ainsi que Monaco). L'acheteur, préalablement à sa commande, déclare que l'achat de produits Louis Vuitton sur le Site est limité à une utilisation strictement personnelle et sans rapport direct avec une activité commerciale.

ARTICLE 1 : CHAMP D'APPLICATION

Les présentes Conditions Générales de Vente sont applicables à toutes les ventes d'articles Louis Vuitton conclues via la version française du Site, en vue d'une livraison en France Métropolitaine uniquement.

Le client déclare avoir pris connaissance des présentes Conditions Générales de Vente avant la passation de sa commande. La validation de sa commande vaut donc acceptation sans restriction ni réserve des présentes Conditions Générales de Vente. Conformément aux dispositions de l'article 1127-1 du Code civil, les présentes Conditions Générales de Vente peuvent être conservées, par le moyen d'un enregistrement informatique, et être reproduites par impression ; les présentes Conditions Générales de Vente seront applicables tant qu'elles figureront sur le Site. Si, postérieurement à la date de leur suppression du Site, les présentes Conditions Générales de Vente resteraient néanmoins accessibles au public via d'autres sites Internet ou par tout autre moyen, elles ne seraient cependant plus opposables à la société Louis Vuitton.

ARTICLE 2 : IDENTIFICATION DE L'AUTEUR DE L'OFFRE

Société des magasins Louis Vuitton - France
Société en nom collectif au capital de 79.545 euros immatriculée au Registre du Commerce et des Sociétés de Paris sous le numéro B. 331.888.990
Siège social : 2, rue du Pont-Neuf - 75001 Paris TVA : FR06331888990

ARTICLE 3 : INFORMATIONS RELATIVES AUX ARTICLES

Les informations relatives aux articles Louis Vuitton susceptibles d'être vendus sur le Site sont également disponibles, avec leurs références, dans l'ensemble des magasins Louis Vuitton.

Ces informations sont conformes aux prescriptions requises par les textes légaux et réglementaires en vigueur et, notamment, par les articles L. 111-1 et L.112-1 du Code de la consommation et par l'arrêté ministériel du 3 décembre 1987 "relatif à l'information du consommateur sur les prix".

ARTICLE 4 : COMMANDES DES ARTICLES

4.1 Passation des commandes

Les commandes pourront être passées sur la version française du Site, dans la limite des stocks disponibles. Le client conserve à sa charge les frais de télécommunication lors de l'accès à Internet et de l'utilisation du Site.

Les photographies, graphismes et descriptions des produits proposés à la vente ne sont qu'indicatifs et n'engagent nullement la société Louis Vuitton. Les clients ont la possibilité d'obtenir des renseignements complémentaires en contactant par téléphone le Service Clients 24Sèvres au l’Acheteur peut contacter l’équipe de Conseillers 24 Sèvres en appelant le Service Clients 24Sèvres au (+33) 01 70 37 14 79 ou 0800 945 424 (Numéro gratuit depuis la France).

En cas d'erreur manifeste entre les caractéristiques des articles et leur représentation, la société Louis Vuitton ne saurait voir sa responsabilité engagée.

Le client devra, pour pouvoir acheter un produit, remplir un formulaire de commande précisant certains champs obligatoires afin que sa sélection puisse être prise en compte.

En cas d'inactivité prolongée lors de la connexion il est possible que la sélection des articles choisis avant cette inactivité ne soit plus garantie. Le client sera invité à reprendre sa sélection de produits depuis le départ.

Toutes les étapes nécessaires à la vente seront précisées sur le Site conformément aux dispositions de l'article 1125 du Code civil.

En application des dispositions de l'article 1127-1 du Code civil, le client aura la possibilité, de vérifier le détail de sa commande et son prix total et de corriger d'éventuelles erreurs, avant de confirmer celle-ci pour exprimer son acceptation. A partir du moment où le client a validé sa commande, la société Louis Vuitton accusera réception de celle-ci sans délai et par voie électronique.

Toutefois, la vente ne sera considérée comme définitive qu'après l'envoi au client de la confirmation de la commande par la société Louis Vuitton, précisant l'expédition des articles.

4.2 Refus des commandes

Il est rappelé que les achats réalisés sur le Site sont réservés à une clientèle de particuliers non professionnels pour leur usage propre (ou à des fins de cadeaux dans le cercle de famille) ; c'est la raison pour laquelle la société Louis Vuitton ne vend ses produits que dans des quantités correspondant aux besoins moyens habituels d'un foyer. Conformément à l'article L121-11 du code de la consommation, la société Louis Vuitton se réserve le droit de refuser ou d'annuler pour motif légitime toute commande dont le nombre de produits ou le montant à payer (pour une seule ou plusieurs commandes cumulées) ne correspondrait pas à l'utilisation moyenne habituelle d'un foyer, toute commande qui laisserait supposer qu’une activité économique est réalisée par l'acheteur en lien avec les produits commandés ou plus généralement, toute commande anormale au sens de la jurisprudence applicable en la matière.

Enfin, Louis Vuitton se réserve le droit de suspendre ou d’annuler toute exécution d’une commande, quelle que soit sa nature et niveau d’exécution, en cas de défaut de paiement ou paiement partiel de toute somme qui serait due par l’acheteur, en cas d’incident de paiement, ou en cas de fraude ou tentative de fraude relative à l’utilisation du Site, y compris à l’occasion de commandes antérieures.

ARTICLE 5 : PRIX DES ARTICLES

Le prix des articles s'entend toutes taxes comprises. Sauf stipulation expresse contraire lors de la commande effectuée sur le Site, les frais de livraison des articles sont pris en charge par Louis Vuitton.

Le prix TTC de chacun des articles que souhaiterait acquérir le client, ainsi que le montant des frais de transport afférents à leur livraison (si ces frais de transport ne sont pas pris en charge par Louis Vuitton), lui seront communiqués lors de la connexion au Site. Conformément aux dispositions de l'article L.221-11 du Code de la consommation, le client recevra, lors de la livraison, pour chacun des articles, la confirmation écrite du prix payé détaillant le prix des articles et les frais de livraison le cas échéant mis à sa charge.

ARTICLE 6 : CONDITIONS DE PAIEMENT

Le règlement des achats de produits Louis Vuitton sur le Site est effectué auprès de 24 Sèvres qui encaisse les sommes pour le compte de la société Louis Vuitton.

Le règlement des achats du client s'effectue par carte bancaire (sont acceptées les cartes du réseau "CB", Visa, Eurocard/Mastercard, American Express, émises sur des comptes bancaires domiciliés en France Métropolitaine) ou par tout autre moyen qui serait ultérieurement rendu disponible sur le Site, notamment Paypal (auquel case tout achat par Paypal sera automatiquement soumis aux Conditions d’Utilisation de Service Paypal ainsi qu’au Règlement sur le respect de la vie privée de Paypal).

En cas de paiement par carte bancaire, la carte bancaire du client est débitée au moment de la préparation de la commande.

Le client garantit qu'il est le titulaire de la carte bancaire puis communique dans un environnement sécurisé sur Internet, le numéro et la date d'expiration figurant au recto de sa carte bancaire ainsi que les numéros du cryptogramme visuel figurant au verso (ou au recto) de sa carte bancaire.

Dans le cadre de la lutte contre les fraudes sur Internet, les informations relatives à la commande du client pourront être transmises à tout tiers habilité par la loi ou désigné par 24 Sèvres ou par la société Louis Vuitton aux seules fins de vérification de l'identité du client, de la validité de la commande, du mode de règlement utilisé et de la livraison envisagée.

La société Louis Vuitton met notamment en œuvre un traitement relatif à l’évaluation des risques et la prévention de la fraude au paiement des achats sur internet, pour lequel la société Louis Vuitton fait appel à la société CYBERSOURCE, située aux Etats Unis. Le transfert des données à caractère personnel du client à CYBERSOURCE a été autorisé par la CNIL (délibération DF-2011-251) et est encadré par les clauses contractuelles types établies par la Commission Européenne.

Les données collectées sont destinées aux seules personnes habilitées en charge de la lutte contre la fraude au sein des sociétés 24 Sèvres et Louis Vuitton.

Dans l'hypothèse où, pour quelque raison que ce soit (opposition, refus du centre émetteur…), le débit des sommes dues par le client s'avérerait impossible, la vente serait immédiatement annulée.

ARTICLE 7 : LIVRAISON

Conformément aux dispositions du Code de la consommation, la livraison des articles commandés interviendra dans les délais communiqués par Louis Vuitton et, à défaut d’indication, en tout état de cause au plus tard dans les 30 jours à compter de la commande, sous réserve du paiement complet du prix.

7.1 Livraison à domicile

Sous réserve des dispositions du paragraphe ci-dessous et du paragraphe 7.2 concernant la « Livraison en magasin », la livraison des articles ne pourra intervenir qu'au domicile permanent du client en France Métropolitaine. Le client dispose également de la faculté de faire livrer les articles à une personne physique de son choix dont le domicile permanent est situé en France Métropolitaine, par exemple dans le cadre d’un cadeau.

Il est entendu qu'aucune livraison ne pourra être effectuée dans des hôtels, à des adresses professionnelles, ou à des boîtes postales. La livraison des articles interviendra après que le règlement du montant de la commande aura été enregistré.

Les frais de livraison sont pris en charge par Louis Vuitton, sauf si le client opte pour l’un des modes de livraison spécifiques proposés lors de sa commande, auquel cas des frais seront à la charge du client ; le montant de ces frais est communiqué au client préalablement à l’étape de validation de sa commande.

Si, lors de la livraison, l'aspect extérieur du colis n'est pas parfait, le client procédera à son ouverture en présence du transporteur afin de vérifier l'état de l'article. En cas de dommages à l'article, le client les détaillera précisément sur le bon de livraison, les dispositions de l'article 11 ci-dessous restant par ailleurs applicables.

7.2 Livraison en magasin

Si l’option « Livraison en magasin » est disponible pour le client au moment de sa commande, une telle option lui sera proposée sur le Site et il pourra sélectionner, sur le Site, le magasin de son choix parmi les magasins Louis Vuitton lui offrant cette possibilité.

Dès la mise à disposition de l’article dans le magasin choisi par le client, ce dernier en est informé immédiatement par e-mail et par sms le cas échéant. Il dispose alors d’un délai de 30 jours pour venir retirer son article dans le magasin concerné.

Lors du retrait en magasin, le client doit présenter l’email ou le sms de mise à disposition de l’article ainsi qu’une pièce d’identité en cours de validité. Une vérification de l’identité du client sera alors opérée et à cette occasion, une copie de sa pièce d’identité pourra être effectuée, ce que le client accepte expressément en choisissant le présent mode de livraison. Le magasin se réserve également le droit de vérifier la carte de paiement utilisée pour le paiement de sa commande. L’article acheté sera ensuite remis au client contre signature d’un bon de retrait.

Le client a également la possibilité de demander à une personne de son choix de venir retirer l’article à sa place et pour son compte aux conditions du présent article. Il sera demandé à la personne ainsi mandatée par le client de se munir (i) de sa propre carte d’identité, (ii) de la carte d’identité du client pour le compte duquel elle vient retirer l’article, (iii) d’une lettre signée par le client autorisant cette personne à venir retirer le bien en son nom et pour son compte ainsi que (iv) l’email ou le sms de mise à disposition de l’article en magasin reçu par le client. Le magasin pourra effectuer des copies de l’ensemble de ces pièces afin d’assurer la sécurité du client et de prévenir toute utilisation frauduleuse de son identité et/ou de ses moyens de paiement. Le client s’engage à informer toute personne qu’il aura mandatée (i) du délai de 30 jours dont il dispose pour venir chercher l’article en magasin, (ii) des pièces nécessaires qui lui seront demandées pour que le retrait de l’article puisse être effectué et que (iii) ce service implique un traitement de données personnelles concernant cette personne conformément à l’article 11 des présentes conditions générales de ventes.

Passé le délai de 30 jours à compter de l’envoi au client, par Louis Vuitton, du message l’informant que son article est mis à sa disposition pour retrait en magasin, la vente sera résolue de plein droit. Le client sera alors remboursé du prix de sa commande.

ARTICLE 8 : SATISFAIT OU REMBOURSÉ - DROIT DE RÉTRACTATION

La société Louis Vuitton entend que ceux de ses clients qui ne seraient pas satisfaits des articles commandés puissent exercer le droit de rétractation prévu par l'article L. 221-18 du Code de la consommation dans les meilleures conditions. Ainsi, le client pourra exercer son droit de rétractation, sans avoir à motiver sa décision, jusqu'à quatorze (14) jours après la réception de l’article concerné.

Conformément à l'article L.221-28 du code de la consommation, le droit de rétractation ne peut être exercé pour les commandes portant sur :

  • la fourniture de biens confectionnés selon les spécifications du consommateur ou nettement personnalisés ;
  • la fourniture de biens qui ont été descellés par le consommateur après la livraison et qui ne peuvent être renvoyés pour des raisons d'hygiène ou de protection de la santé.

Pour notifier sa décision de rétractation, le client peut utiliser le formulaire de rétractation figurant au bas des présentes Conditions Générales de Vente, ou toute autre déclaration dénuée d’ambiguïté.

Pour restituer les articles qu’il aurait déjà reçus le client peut, selon son choix :

  • Soit bénéficier d’un service offert d’enlèvement des articles, sur le lieu de son choix (en France Métropolitaine). A cet effet, le client devra contacter le Service Clients Louis Vuitton au + 33 (0)1 85 14 87 71  au, dans le délai de quatorze (14) jours susvisés, afin de convenir d’un rendez-vous (date et créneau horaire) pour l’enlèvement du/des article(s) par Louis Vuitton. Le remboursement des sommes versées pour le(s) article(s) retourné(s) interviendra dans les quatorze (14) jours suivant la date à laquelle le client aura notifié à Louis Vuitton son intention de se rétracter.
  • Soit renvoyer les articles par voie postale. Dans ce cas, le client devra, dans les quatorze (14) jours suivant la communication de sa décision de se rétracter, renvoyer l’article concerné, à l’adresse suivante : Louis Vuitton Service Clients Europe - 101, avenue des Champs-Elysées 75008 Paris. Les frais directs de renvoi de l’article seront alors à la charge du client. Il appartiendra au client de se ménager la preuve de ce retour, ce qui suppose que les articles devront être retournés par envoi recommandé, ou par tout autre moyen donnant date certaine, les frais et risques de retour restant à la charge du client.

Le remboursement interviendra dans les quatorze (14) jours suivant la réception, par la société Louis Vuitton, des articles retournés.

Le remboursement des sommes versées pour le(s) article(s) retourné(s) s'effectuera par crédit sur le compte bancaire du client correspondant à la carte bancaire ayant servi au paiement. En application de l’article L.221-24 du Code de la consommation, les frais supplémentaires payés par le client et liés au choix d’un mode spécifique de livraison ne lui seront pas remboursés.

Il est précisé qu'aucun remboursement n'est effectué en magasin.

Par ailleurs, dans le cas d’un cadeau, le droit de rétractation reste au bénéfice exclusif du client et ne peut en aucun cas être exercé par le destinataire du cadeau.

Dans tous les cas, le client doit retourner les articles livrés dans leur emballage d’origine, complets (boîtes, accessoires, protections, étiquettes, livrets, etc.) et accompagnés du bon de retour dûment rempli ainsi que d’une copie de la facture. Les articles retournés incomplets, abîmés, endommagés, détériorés, salis ou dans tout autre état qui laisserait raisonnablement penser qu’ils ont été utilisés ou portés, ne seront ni remboursés ni échangés et lui seront retournés. Ainsi, s’agissant des souliers, la semelle devra, elle aussi, être intacte : à ce titre, il est vivement recommandé d’essayer les souliers Louis Vuitton sur une surface de type moquette ou tapis. S’agissant des parfums, tout parfum qui ne serait pas retourné dans son emballage original et intact (le film cristal recouvrant l’étui du parfum devant être toujours scellé) sera refusé par Louis Vuitton.

ARTICLE 9 : ECHANGE

Le client pourra, selon son choix, dans les trente jours (30) suivant la date de livraison :

  • Soit procéder à l’échange à distance. Dans le cadre d’un échange à distance, l’échange ne pourra porter que sur une nouvelle commande d’un montant égal ou supérieur à la commande initiale Dans cette hypothèse, le client pourra appeler le Service Clients et (i) convenir de l’enlèvement offert des articles sur le lieu de son choix (en France Métropolitaine) par Louis Vuitton, ou (ii) retourner les articles livrés dans leur emballage d’origine, complets (boîtes, accessoires, protections, étiquettes, livrets, etc.) et accompagnés du bon de retour dûment rempli ainsi que d’une copie de la facture, à l’adresse suivante : Louis Vuitton Service Clients Europe - 101, avenue des Champs-Elysées 75008 Paris. Dans ce dernier cas, il appartiendra au client de se ménager la preuve de ce retour, ce qui suppose que les articles devront être retournés par envoi recommandé, ou par tout autre moyen donnant date certaine, les frais de retour restant à la charge du client. Toute nouvelle livraison ne pourra intervenir qu'à compter de la réception par la société Louis Vuitton des articles retournés par le client.
  • Soit se présenter, dans l’un des magasins de la société Louis Vuitton, en France métropolitaine ou à l’étranger (sauf Brésil, Chine, Colombie, Inde, Jordanie, Kazakhstan, Liban, Mexique, Mongolie, République Dominicaine, Russie, Thaïlande, Ukraine et Vietnam; des règles  spécifiques s’appliquent pour la Corée, et Taiwan), avec les articles livrés dans leur emballage d’origine, complets (boîtes, accessoires, protections, étiquettes, livrets, etc.) et accompagnés d’une copie de la facture afin de procéder à l’échange. S’agissant des parfums, le client pourra procéder à l’échange de son produit, dans son emballage original et intact (le film cristal recouvrant l’étui du parfum devant être toujours scellé), dans tous les magasins Louis Vuitton situés en France métropolitaine.

En cas d'échange d'articles, la vente initiale sera résolue. Le paiement de la nouvelle vente s'effectuera par compensation avec le montant de la vente précédente, étant entendu que tout trop perçu fera l'objet : soit d’un avoir pour toute différence de prix supérieure à 200€, soit d’un remboursement dans la limite de 200€ et uniquement en cas d’échange en magasin).Quelle que soit l’option choisie, les articles retournés incomplets, abîmés, endommagés, détériorés, salis ou dans tout autre état qui laisserait raisonnablement penser qu’ils ont été utilisés ou portés, ne seront pas échangeables et lui seront retournés par voie postale dans le cas d'un échange à distance. Ainsi, s’agissant des souliers, la semelle devra, elle aussi, être intacte : à ce titre, il est vivement recommandé d’essayer les souliers Louis Vuitton sur une surface de type moquette ou tapis.

Il est précisé que dans le cas d’un cadeau, la faculté d'échange pourra être exercée par le destinataire du cadeau, étant entendu que dans le cadre d'un échange à distance via le Service Clients de la société Louis Vuitton, aucun remboursement ne pourra être effectué en faveur du destinataire du cadeau en cas de différence de prix.

En cas d'échange d'articles via le Service Clients, la nouvelle vente sera soumise aux présentes Conditions Générales de Vente.

Dans le cadre de la politique commerciale d’échange proposée au titre du présent article, Louis Vuitton se réserve la possibilité de refuser un échange au-delà de deux (2) demandes successives. Par ailleurs, les frais de livraison payés le cas échéant par le client ne lui seront pas remboursés.

ARTICLE 9 : CONFORMITÉ – GARANTIE – SERVICE APRÈS-VENTE

Le client doit s'assurer que les articles qui lui ont été livrés correspondent à sa commande. Dans l'hypothèse où les articles livrés ne seraient pas conformes à sa commande, le client devra en informer téléphoniquement Service Clients Louis Vuitton au + 33 (0)1 85 14 87 71 et retourner les articles en cause dans les conditions énoncées à l'article 8 des présentes Conditions Générales de Vente.

Nonobstant les conditions de garantie spécifique remises au client avec l'article livré, les articles Louis Vuitton sont soumis aux conditions de garantie prévues par la loi.

Rappel des articles L.217-4, L.217-5 et L.217-12 du Code de la consommation et des articles 1641 et 1648, premier alinéa, du Code civil :

"Article L.217-4 du Code de la consommation : Le vendeur livre un bien conforme au contrat et répond des défauts de conformité existant lors de la délivrance. Il répond également des défauts de conformité résultant de l'emballage, des instructions de montage ou de l'installation lorsque celle-ci a été mise à sa charge par le contrat ou a été réalisée sous sa responsabilité."

"Article L.217-5 du Code de la consommation :

Pour être conforme au contrat, le bien doit :

1° S'il est propre à l'usage habituellement attendu d'un bien semblable et, le cas échéant :

  • s'il correspond à la description donnée par le vendeur et possède les qualités que celui-ci a présentées à l'acheteur sous forme d'échantillon ou de modèle ;
  • s'il présente les qualités qu'un acheteur peut légitimement attendre eu égard aux déclarations publiques faites par le vendeur, par le producteur ou par son représentant, notamment dans la publicité ou l'étiquetage;

2° Ou s'il présente les caractéristiques définies d'un commun accord par les parties ou est propre à tout usage spécial recherché par l'acheteur, porté à la connaissance du vendeur et que ce dernier a accepté."

"Article L.217-12 : L'action résultant du défaut de conformité se prescrit par deux ans à compter de la délivrance du bien."

"Article 1641 du Code civil : Le vendeur est tenu de la garantie à raison des défauts cachés de la chose vendue qui la rendent impropre à l'usage auquel on la destine, ou qui diminuent tellement cet usage, que l'acheteur ne l'aurait pas acquise, ou n'en aurait donné qu'un moindre prix, s'il les avait connus."

"Article 1648 du Code civil, premier alinéa : L'action résultant des vices rédhibitoires doit être intentée par l'acquéreur dans un délai de deux ans à compter de la découverte du vice."

La réparation des conséquences du défaut caché, lorsqu'il aura été prouvé, comporte selon la jurisprudence :

  • soit la réparation totalement gratuite de l'article, y compris les frais de main d'œuvre,
  • soit son remplacement ou le remboursement total ou partiel de son prix au cas où l'article serait totalement inutilisable,
  • et l'indemnisation du dommage éventuellement causé aux personnes et aux biens par le défaut de l'article.

Pour toute question relative au service après-vente des produits Louis Vuitton, Le Client peut s’adresser au Service Clients Louis Vuitton au + 33 (0)1 85 14 87 71 (Numéro gratuit depuis la France) ou se rendre dans l’un des magasins de la société Louis Vuitton afin d’obtenir plus d’informations sur ce service.

ARTICLE 10 : RÉCLAMATIONS - INFORMATIONS

Pour toute information, ou question générale relative au processus de vente des articles Louis Vuitton sur le Site, les clients pourront s'adresser au Service Clients 24Sèvres au (+33) 01 70 37 14 79 ou 0800 945 424 (Numéro gratuit depuis la France) ou sur le Site.

Pour toute information ou question relatives aux articles Louis Vuitton ou pour toute réclamation concernant une commande, les clients pourront s’adresser au Service Clients Louis Vuitton au + 33 (0)1 85 14 87 71, en rappelant leur numéro de commande.

ARTICLE 11 : FICHIERS ÉLECTRONIQUES - PROTECTION DE LA VIE PRIVÉE

Dans le cadre de la gestion et du suivi des commandes passées par le biais du Site, les sociétés 24 Sèvres et Louis Vuitton sont amenées à collecter et à traiter des données à caractère personnel relatives à ses clients. Ces informations, destinées aux personnes habilitées par leur fonction à en connaître au sein des sociétés 24 Sèvres et Louis Vuitton, et le cas échéant, à des tiers habilités, sont nécessaires au traitement et au suivi des demandes ou des commandes du client, afin de mieux répondre à ses attentes ainsi qu’à la prévention de toute utilisation frauduleuse de ses moyens de paiement ou de son identité.

Dans le cadre du service de « Livraison en magasin », et lors du retrait en magasin de l’article commandé en ligne par le client, les magasins Louis Vuitton seront amenés à procéder à une vérification de la carte utilisée pour le paiement et de la pièce d’identité du client. Une copie de la pièce d’identité du client ainsi qu’une copie de la pièce d’identité de la personne mandatée le cas échéant par le client, seront effectuées en magasin, afin d’assurer la sécurité du client et de prévenir toute utilisation frauduleuse qui serait faite des moyens de paiement et/ou de l’identité du client.

Conformément aux articles 38 et suivants de la loi « Informatique et libertés » susvisée, toute personne dont les données font l’objet d’un traitement dispose d’un droit d’opposition pour motifs légitimes, d’un droit d'accès, ainsi que d’un droit de rectification ou de suppression des informations le concernant qui ne seraient plus pertinentes. Ces droits peuvent être exercés selon les modalités indiquées dans la « Charte données personnelles » du Site ainsi que dans la Charte Données Personnelles accessibles sur le site louisvuitton.com.

ARTICLE 12 : DROITS DE PROPRIÉTÉ INTELLECTUELLE

La marque "Louis Vuitton", ainsi que l'ensemble des marques figuratives ou non et plus généralement toutes les autres marques, illustrations, images et logotypes figurant sur les articles Louis Vuitton, leurs accessoires ou leurs emballages, qu'ils soient déposés ou non, sont et demeureront la propriété exclusive de la société Louis Vuitton Malletier. Toute reproduction totale ou partielle, modification ou utilisation de ces marques, illustrations, images et logotypes, pour quelque motif et sur quelque support que ce soit, sans accord exprès et préalable de la société Louis Vuitton Malletier, est strictement interdite. Il en est de même de toute combinaison ou conjonction avec toute autre marque, symbole, logotype et plus généralement tout signe distinctif destiné à former un logo composite. Il en ira de même pour tous droits d'auteur, dessins et modèles, brevets qui sont la propriété de la société Louis Vuitton Malletier.

ARTICLE 13 : FORCE MAJEURE

L'exécution par les sociétés Louis Vuitton et/ou 24 Sèvres de tout ou partie de ses obligations sera suspendue en cas de survenance d'un cas fortuit ou de force majeure qui en gênerait ou en retarderait l'exécution.

Sont considérés comme tels, notamment, sans que cette liste soit limitative, la guerre, les émeutes, l'insurrection, les troubles sociaux, les grèves de toute nature et les problèmes d'approvisionnement de la société Louis Vuitton.

La société Louis Vuitton informera le client d'un semblable cas fortuit ou de force majeure dans les sept (7) jours de sa survenance. Au cas où cette suspension se poursuivrait au-delà d'un délai de quinze (15) jours, le client aurait alors la possibilité de résilier la commande en cours, et il serait alors procédé à son remboursement dans les conditions énoncées à l'article 8 des présentes Conditions Générales de Vente.

ARTICLE 14 : LITIGES - DROIT APPLICABLE

Les présentes Conditions Générales de Vente sont soumises au droit français. En cas de difficulté survenant à l'occasion de la commande ou de la livraison des articles Louis Vuitton, le client aura la possibilité, avant toute action en justice, de rechercher une solution amiable, notamment avec l'aide d'une association de consommateurs ou de tout autre conseil de son choix, ou de recourir à tout autre mode alternatif de règlement des différends. Tout litige susceptible de résulter de l'interprétation ou de l'exécution des présentes Conditions Générales de Vente et de ses suites sera soumis à la compétence exclusive des tribunaux français.

Conformément aux dispositions du Code de la consommation concernant le règlement amiable des litiges :

En cas de réclamation non résolue amiablement par le Service Clients Louis Vuitton et après démarche préalable écrite du consommateur, un service de médiation peut être saisi pour tout litige de consommation dont le règlement amiable n'aurait pas abouti.

Louis Vuitton adhère au service du médiateur du e-commerce de la FEVAD (Fédération du e-commerce et de la vente à distance) dont les coordonnées sont les suivantes : 60 rue La Boétie - 75008 Paris - http://www.mediateurfevad.fr. En cas de réclamation non résolue amiablement par le Service Clients et après démarche préalable écrite vis-à-vis de Louis Vuitton, le Service du médiateur peut être saisi pour tout litige de consommation dont le règlement n'aurait pas abouti. Pour connaître les modalités de saisine du Médiateur, veuillez-vous rendre sur le site http://www.mediateurfevad.fr/index.php/espace-consommateur/. Au niveau européen, la Commission Européenne met à votre disposition une plateforme de résolution en ligne des litiges.

FORMULAIRE DE RETRACTATION

(Veuillez compléter et renvoyer le présent formulaire ainsi que le numéro de commande uniquement si vous souhaitez vous rétracter du contrat).

  • À l’attention de la Société des Magasins Louis Vuitton - Service Clients Europe - 101, avenue des Champs-Elysées 75008 Paris, ou via le formulaire « Contactez-nous par e-mail » accessible sur le site Internet fr.louisvuitton.com.
  • Je/Nous [*] vous notifie/notifions [*] par la présente ma/notre [*] rétractation du contrat portant sur la vente du bien [*]/pour la prestation de service [*] ci-dessous
  • Bien ___[référence]_____________
  • Commandé le [*]/reçu le [*] : ______________
  • Nom du (des) consommateur(s)
  • Adresse du (des) consommateur(s)
  • Signature du (des) consommateur(s) (uniquement en cas de notification du présent formulaire sur papier)
  • Date

[*] Biffez la mention inutile.

TERMS AND CONDITIONS FOR UK PURCHASE OF LOUIS VUITTON PRODUCTS

VERSION DATED 09/06/2017

1 These terms

  • 1.1 What these terms cover. In order to better serve our clients, We have decided to allow visitors of www.24sevres.com website (here after the «Website»), operated by French company 24 Sèvres to order certain Louis Vuitton products on their Website. These are the terms and conditions on which we supply products to you, when you order Louis Vuitton goods via 24 Sèvres Website.
  • 1.2 Why you should read them. Please read these terms carefully before you submit your order. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

2 Information about us and how to contact us

  • 2.1 Who we are. We are Louis Vuitton UK Limited and we sell Louis Vuitton products in the UK. Our registered office is c/o Browne Jacobson, 6 Bevis Marks, London EC3A 7BA and we are registered in England and Wales under company number 01633350.
    24 Sèvres, a French company with share capital of 40.000 euros, registered with French Trade Registry under number B 797 737 293 Paris, with registered office at 22 rue Violet 75015 Paris, France (« 24 Sèvres ») and which operates the Website, is in charge of promoting and selling Louis Vuitton products on the Website, on our behalf.
  • 2.2 How to contact us. For any question, information relating to the Website and the ordering process You can contact 24Sevres 24 Sèvres Client Service Team at +44 20 7022 9024 (local rate) or 0800 107 2324 (toll free number) or by sending an email at: bonjour@24sevres.com. For any question or complaint regarding an order of Louis Vuitton products made through the website, you may contact us directly at + 44 207 6608 869 (local rate), Monday to Saturday from 9 am to 7pm, and Sunday from 9am to 5pm, except Public Holidays or by writing to us at LV Client Service, 6 Royal Exchange Buildings Cornhill London EC3V 3NL or by sending us an email using our EMAIL US contact form in the CLIENT SERVICES section of Louis Vuitton website (www.louisvuitton.com).

3 Our products

  • 3.1 Information about our products. Not all items featured in our catalogue, on the Louis Vuitton website, in advertisements or fashion features are available via the Website. Please consult the Website to check whether the Goods are available. Information about the range of products sold via the Website is also available, with product references, in all Louis Vuitton stores.
  • 3.2 Products may vary slightly from their pictures. The images of the products on the Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

4 Placing orders and our contract with you

  • 4.1 Placing orders. All orders are subject to availability. Orders can be placed as through the UK section of the Website. All steps necessary for placing an order are detailed on our Website.
  • 4.2 Order acknowledgement. We will acknowledge receipt of your order without delay by email, but this confirmation email does not constitute acceptance of your order.
  • 4.3 How we will accept your order. Our acceptance of your order will take place when we email you and tell you we have accepted it, at which point a contract will come into existence between you and us.
  • 4.4 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
  • 4.5 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
  • 4.6 We only sell to the UK. The UK section of the Website is solely for the promotion of our products in the UK (outside Channel Islands). Unfortunately, we do not accept orders from addresses outside the UK and we do not deliver to addresses in the Channel Islands, outside the UK, care of a hotel, PO Box addresses or to business premises.
  • 4.7 You must be 18 or over. We only accept orders from customers aged 18 and over.

5 Providing the products

  • 5.1 Delivery costs. The costs of delivery will be as displayed to you on our website.
  • 5.2 When we will provide the products: During the order process we will let you know when we will provide the products to you
  • 5.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
  • 5.4 Click and Collect Service. If Click & Collect service in available for your order, this will be displayed on the Site. If you choose to collect your order from one of our stores offering the Click & Collect service, you can collect the order from us at any time after the date we tell you in writing, during the opening hours of the relevant store. Please check the opening hours of our stores in the OUR STORES section on www.louisvuitton.com before making any journey. Please note that your order will be kept in-store for 15 days after which period, we will end the contract, the products will be returned to us and we will refund any sums you have paid to us for the cancelled order excluding delivery charges.
  • 5.5 Click & Collect ID checks. When using our Click & Collect service, we carry out the following checks to make sure that the order is collected by you or someone authorised by you:
    • 5.5.1 you will be required to show your order delivery confirmation email, photographic ID such as a passport, Identity Card or photocard driving licence and the payment card used to pay for the order;
    • 5.5.2 if you authorise someone to collect your order on your behalf, please make sure that they bring with them to the store, the delivery confirmation e-mail, your photographic ID, their own photographic ID, the payment card used to pay for the order and a letter of authorisation signed by you;
    • 5.5.3 we regret that copies of the documents mentioned in Conditions 5.5.1 and 5.5.2 cannot be accepted.
    • 5.5.4 we will make and keep copies of all photographic ID documents and we will take appropriate steps to keep your information secure.
    • If for any reason you do not wish to comply with the procedures set out in this Condition 5.5, we regret that you will not be able to use our Click & Collect service.
  • 5.6 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note asking you to contact our Client Service team in order to arrange an alternative delivery date.
  • 5.7 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and Condition 9.2 will apply.
  • 5.8 Delivery of gifts. In the case of a gift:
    • 5.8.1 you may arrange for products to be delivered to a third party of your choice, provided always that the delivery address satisfies the requirements of Condition 4.8 above;
    • 5.8.2 if you choose our Click & Collect Service, the third party may collect the products from one of our stores offering the Click & Collect service, but the third party will need to provide the documents set out in Condition 5.5.2.
  • 5.9 Your legal rights if we deliver products late. You have legal rights if we deliver any products late or we are late in making the products available for collection by you. If we miss the delivery or collection deadline for any products then you may treat the contract as at an end straight away if any of the following apply:
    • 5.9.1 we have refused to deliver the products or to make them available for collection by you;
    • 5.9.2 delivery or collection by you within the delivery deadline was essential (taking into account all the relevant circumstances); or
    • 5.9.3 you told us before we accepted your order that delivery or collection by you within the delivery deadline was essential.
  • 5.10 Setting a new deadline for delivery/collection. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under Condition 9, you can give us a new deadline for delivery or for collection by you, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
  • 5.11 Ending the contract for late delivery/collection. If you do choose to treat the contract as at an end for late delivery under Condition 5.9 or Condition 5.10, you can cancel your order for any of the products or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must allow us to collect them from you. We will pay the costs of or collection. Please call our Client Service Team at + 44 207 6608 869 (local rate), Monday to Saturday from 9.00 am to 7.00 pm, excluding public holidays or email us by using the EMAIL US contact form in the Client Service section of our Website to arrange collection.
  • 5.12 Weighing products. Please note that all packages containing products to be delivered to you or collected by you will be weighed by us prior to their dispatch.
  • 5.13 Damage. If, at the time of delivery or collection by you, the packaging is damaged, please open the package in the presence of the carrier or store assistant (where you have chosen our Click & Collect Service) in order to verify the condition of the products. In the case of delivery, where there is damage to the products, you should note the details on the delivery note and contact Louis Vuitton Client Service team as set out in Condition 2.2. If we deliver products to you and products are lost or damaged by our carrier we will repair or replace the products free of charge (including costs of re-delivery) but only where:
    • 5.13.1 You tell us in writing within 24 hours of the actual delivery date in the case of damage and within 24 hours of the delivery date notified to you when you placed your order in the case of lost items (this is so that we will be able to meet our carrier's conditions of carriage);
    • 5.13.2 You produce to us any receipt or other documents relating to the products and (in the case of damaged items) the original packaging for the products complete with all related accessories, instruction booklets, labels, protective covers and boxes.
  • 5.14 When you become responsible for the products. The products will be your responsibility from the time we deliver them to the address you gave us or, if you choose to collect your products from one of our stores offering the Click & Collect service, when you collect them from us.
  • 5.15 When you own products. You own the products on the later of the following: once we have received payment in full; or once the products have been delivered to you or collected by you using our Click & Collect Service.

6 Exchanging products

  • 6.1 In addition to your legal rights, and your right to change your mind described in Condition 7, we operate an exchange policy for our customers in respect of items delivered, subject to the conditions below.
  • 6.2 Within 30 days after the date of delivery, you may exchange the items in question by using one of the two methods below except in the case of perfume products where the exchange may only be made as described in Condition 6.2.2. Please note that products must be returned in their original packaging, complete with any related accessories or instruction booklets, labels, protective covers and boxes, together with the original invoice and the Return Voucher. In the case of perfume products which have been sealed for health protection or hygiene purposes, the seal on the crystal film covering the perfume box must not have been broken. You may:
    • 6.2.1 use our complimentary collection service as described in Condition 8.3.1, but please note that no new delivery can take place until we have received the returned products from you;
    • 6.2.2 exchange your products within our stores in the United Kingdom (but not Harrods, Selfridges, Heathrow and Westfield) or abroad (but not in Brazil, China, Columbia, India, Jordan, Kazakhstan, Lebanon, Mexico, Mongolia, Dominican Republic, Russia, Ukraine, Thailand or Vietnam) except that perfume products may be exchanged within our stores in the United Kingdom only (but not Harrods, Heathrow, Westfield and Selfridges). Special rules apply in Korea and Taiwan so please ask us about these rules before placing your order.
  • 6.3 We will not accept products for exchange that are returned incomplete, damaged or soiled or without the original packaging, related accessories or instruction booklets, labels, protective covers and boxes or in the case of perfume products which have been sealed for health protection or hygiene purposes, where the seal on the crystal film covering the perfume box has been broken. You must take reasonable care of products if you wish to exchange them. For shoes in particular, we recommend that you try your Louis Vuitton shoes on a clean floor which will not alter the sole, such as a carpeted surface.
  • 6.4 Where products are exchanged, we will end the original contract and your payment will be applied to the sale for the new items. If the new sale is for a higher price, you must pay the difference in store or as described in Condition 11. We will not be able to provide the replacement products until we have received payment from you. If the new sale is for a lower price, we will be able to proceed your exchange only within our stores but not through our Client Services: we will issue a store credit for the difference between the original and the new sale (by the method you used for payment.
  • 6.5 If products are exchanged using our collection and delivery service, the new sale will be subject to these terms.
  • 6.6 Please note that you may not exchange products which you have received as a result of a prior exchange, but this does not affect your legal rights.

7 Your rights to end the contract

  • 7.1 Ending your contract with us. You may end your contract with us in the circumstances described below. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
    • 7.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see Condition 10;
    • 7.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see Condition 7.2;
    • 7.1.3 If you have just changed your mind about the product, see Condition 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions.
  • 7.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at Conditions 7.2.1 to 7.2.3 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
    • 7.2.1 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
    • 7.2.2 there is a risk that supply of the products may be significantly delayed because of events outside our control;
    • 7.2.3 you have a legal right to end the contract because of something we have done wrong: if the products are faulty or misdescribed; or because we have delivered late (see Condition 5.9).
  • 7.3 Exercising your legal right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
    • 7.3.1 When you don't have the legal right to change your mind. You do not have a right to change your mind in respect of
    • 7.3.1.1 Personalised Products once personalisation has started, even if the cancellation period is still running. For these purposes, you should be aware that personalisation services are likely to start upon our acceptance of your order;
    • 7.3.1.2 Perfume or other products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. In the case or perfume products the seal on the crystal film covering the perfume box must not have been broken.
    • 7.3.2 How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive the last delivery to change your mind about the products.
  • 7.4 Exercising your contractual right to change your mind. To ensure you are fully satisfied, we will accept the return of the products ordered on the Website after expiry of the legal period set out above in 7.3,
    • 7.4.1 When you don't have to exercise your contractual right to change your mind. You do not have a right to change your mind in respect of
    • 7.4.1.1 Personalised Products once personalisation has started, even if the cancellation period is still running.
    • 7.4.1.2 Perfume or other products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. In the case or perfume products the seal on the crystal film covering the perfume box must not have been broken.
    • 7.4.2 How long do I have to change my mind? You have 30 days after the day you (or someone you nominate) receives the product

8 How to end the contract with us (including if you have changed your mind)

  • 8.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
    • 8.1.1 Phone or email. Call our Client Service team on tel. no. + 44 207 6608 869 (local rate), Monday to Saturday from 9am to 7pm, and Sunday from 9am to 5pm, except Public Holidays or email us using the EMAIL US contact form in the CLIENT SERVICE section of our Website. Please provide your name, home address, details of the order and, where available, your phone number and email address.
    • 8.1.2 By post. Print off the attached in appendix and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
  • 8.2 Gifts. If you use our Gift delivery service, only you may end the contract with us and not the recipient of the gift.
  • 8.3 Returning products after ending the contract:
    • 8.3.1 If you end the contract for any reason after products have been dispatched to you or you have received them, we provide a complimentary collection service and you must allow us to collect the item(s) you wish to return from your preferred address. Please call our Client Service team by calling tel. no. + 44 207 6608 869 (local rate), Monday to Saturday from 9.00 am to 7.00 pm or Sunday from 9.00 am to 5.00pm, excluding Public Holidays or email us by using the EMAIL US contact form in the Client Service section of Louis Vuitton website to arrange collection.
    • 8.3.2 You may also return items directly in store, only in the following stores: Louis Vuitton New Bond Street, Sloane Street, City, Leeds, Edinburgh or Birmingham.
    • 8.3.3 You must return the products in their original packaging, complete with all related accessories, instruction booklets, labels, protective covers and boxes, together with the duly completed “Return Voucher” and the original invoice. In the case of perfume products which have been sealed for health protection or hygiene purposes, the seal on the crystal film covering the perfume box must not have been broken.
  • 8.4 When we will pay the costs of return. We will pay the costs of return:
    • 8.4.1 if the products are faulty or misdescribed;
    • 8.4.2 if you are ending the contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
    • In all other circumstances, you must pay the costs of return.
  • 8.5 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
  • 8.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
    • 8.6.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. For shoes in particular, we highly recommend that you try your Louis Vuitton shoes on a clean floor which would not alter the sole, such as a carpeted surface. Please note that the amount of the reduction could be equal to the full amount of the price if we are unable to sell the returned products because they do not meet our high standards of sale. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    • 8.6.2 As standard delivery is complimentary, we will not refund delivery costs if you choose other types of delivery.
  • 8.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your legal right to change your mind, your refund will be made within 14 days of your telling us you have changed your mind.

9 Our rights to end the contract

  • 9.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
    • 9.1.1 you do not make any payment to us when it is due;
    • 9.1.2 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
  • 9.2 You must compensate us if you break the contract. If we end the contract in the situations set out in Condition 9.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

10 If there is a problem with the product

  • 10.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone Louis Vuitton Client Service Team at + 44 207 6608 869 (local rate), Monday to Saturday from 9.00 am to 7.00 pm, or Sunday from 9.00 am to 5.00pm or email us using the EMAIL US contact form in the Client Service section of Louis Vuitton Website.
  • 10.2 Your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.
  • 10.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must allow us to collect them from you. We will pay the costs of collection. Please call our Louis Vuitton Client Service Team at + 44 207 6608 869 (local rate), Monday to Saturday from 9.00 am to 7.00 pm, or Sunday from 9.00 am to 5.00pm to arrange collection.

11 Price and payment

  • 11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone Louis Vuitton Client Service Team at + 44 207 6608 869 (local rate), Monday to Saturday from 9.00 am to 7.00 pm, or Sunday from 9.00 am to 5.00pm or email us using the EMAIL US contact form in the Client Service section of Louis Vuitton Website.
  • 11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
  • 11.3 What happens if we got the price wrong. It is always possible that, despite taking all reasonable care, some of the products we sell may be incorrectly priced. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
  • 11.4 How you must pay. Payments of Louis Vuitton Goods on the Website are made directly to 24 Sèvres acting on behalf of Louis Vuitton UK Limited.
    You may make payment by credit card (Visa, MasterCard and American Express). We will place on the Website details of other payment methods as they become available from time to time (for instance Paypal). Payment must be made in pounds sterling (£).
  • 11.5 When you must pay. You must pay for the products before we dispatch them.
  • 11.6 Failure to pay. If your payment cannot be processed for any reason (including, for example, stopped payment, refusal by the issuer of the card), your order will be cancelled and the contract with you ended immediately. We will inform you of this in writing.
  • 11.7 Security measures.
    • 11.7.1 To ensure that your credit, debit or charge card is not being used without your consent, we and/or 24 Sèvres may validate the name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms, you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected.
    • 11.7.2 By accepting these terms, you also consent that 24 Sèvres and/or we can use personal information supplied by you (your name, email address, delivery details, telephone number, details of the order placed and credit card details) to carry out appropriate anti-fraud investigations. Including through CyberSource Corporation, a third party based in the USA. Your personal information including will be disclosed and used by CyberSource Corporation exclusively for the purposes of providing fraud screening services to us and to its own customers. We attach a link to CyberSource’s privacy policy which explains how your personal information will be used. https://www.cybersource.com/privacy/. If you do not wish your personal information to be disclosed and used in this way, we will be unable to supply products to you.

12 Our responsibility for loss or damage suffered by you

  • 12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
  • 12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.
  • 12.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13 How we may use your personal information

  • 13.1 How we will use your personal information. We will use the personal information you provide to us:
    • 13.1.1 to supply the products to you;
    • 13.1.2 for 24 Sèvres to process your payment for the products on our behalf; and
    • 13.1.3 if you agreed to this during the order process, to give you information about similar products or services that we provide, but you may stop receiving this at any time by contacting us.
  • 13.2 We may share your personal information with any member of our group, which means our subsidiaries, our ultimate parent company and its subsidiaries.
  • 13.3 We will pass your personal information to credit reference agencies. As explained in Condition 11.7 we will pass your personal information to credit reference agencies and they may keep a record of any search that they do.
  • 13.4 We will pass your personal information to payment management providers. As explained in Condition 11.7 we will pass your information to CyberSource Corporation, a company that provides fraud screening services to us.
  • 13.5 We will only give your personal information to other third parties where the law either requires or allows us to do so.
  • 13.6 All comments, queries or requests relating to our use of your information are welcome and you may request access, update, or deletion of personal data relating to you by email using our EMAIL US contact form in the CLIENT SERVICE section.

14 Other important terms

  • 14.1 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
  • 14.2 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
  • 14.3 Even if we delay in enforcing this contract, we can still enforce it later. we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
  • 14.4 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
  • 14.5 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you can submit a complaint for online resolution to the European Commission Online Dispute Resolution platform.

Exhibit 1

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

  • To: Louis Vuitton UK Ltd
  • Post to: LV Customer Client Service, 6 Royal Exchange Buildings Cornhill LONDON EC3V 3NL
  • Send us an email: using our EMAIL US contact form in the CLIENT SERVICE section of our Website
  • Telephone: call our Client Service Team at + 44 207 6608 869 (local rate), Monday to Saturday from 9.00 am to 7.00 pm, and Sunday from 9.00 am to 5.00pm, except Public Holidays.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following products [*]

  • Ordered on [*]/received on [*],
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

[*] Delete as appropriate
© Crown copyright 2013.