Delivery and returns

Free delivery for « La Carte 24 Sèvres » members from 300 € of purchase, no minimum purchase for "Invité" and "Privilégié".

Delivery

Terms

What are the available delivery methods, times and costs?

Free delivery for « La Carte 24 Sèvres » members, as below:

Germany, Belgium, Spain, Italy, Russia France, Rest of the world
Status Invité Free Standard delivery from 300 € of purchase Free Express delivery from 300 € of purchase
Status Initié Free Standard delivery Free Express delivery
Status Privilégié Free Express delivery Free Express delivery
1. Express delivery (Monday - Friday)
  • France: 4 € TTC
    Place your order before 6pm (1) from Monday to Friday for next-day delivery (2).  Delivery between 9am and 6pm.
  • European Union: Shipping costs vary depending on country destination (3).
    Place your order before 6pm (1) from Monday to Friday for next-day delivery (3). Delivery between 9am and 6pm.
  • Countries outside of European Union, DOM-TOM: Shipping costs vary depending on country destination (3).
    Place your order before 5pm from Monday to Friday for next-day delivery. Delivery between 9am and 6pm.
2. Standard Delivery (Monday - Friday)

This delivery method applies to: Germany, Belgium, Spain, Italy and the United Kingdom.

Delivery times and costs are indicated in “which countries do you deliver to?” section. Delivery between 9am and 6pm.

3. Collect your order at « L’instant Click & Collect” in-store, at Le Bon Marché: Free delivery.

In-store pickup available 7 days of the week (during store opening hours) at 24 rue de Sèvres, 75007 Paris.

If you place your order:

  • before 12.30pm: you can collect your parcel on the same day from 4pm.
  • after 12.30pm: you can collect your parcel the next day from 12pm.

If you place your order on Sunday, you can pick-up your order the next day from 12.30pm.

A confirmation email will be sent once your order is ready to pick-up at Le Bon Marché.

You can collect your order within 6 days. After 6 days, your order will automatically be returned.

(1) Before 5pm orders containing beauty products (2) Some remote locations require an additional 1 to 2 working days for delivery (3) View shipping costs by country destination in “Which countries do you deliver to?”

Important information

Delivery times displayed at checkout are calculated based on shipping destination in order to provide the most reliable information.

Your phone number is provided to our carrier to facilitate the delivery of your parcel. You will be notified directly by text message once your parcel is shipped.

We may need to check your contact details with your bank before shipping. In this case, we will do everything we can to ensure a timely delivery of your parcel.

For delivery in countries outside of Europe, we are doing our best to facilitate customs clearance. However, delivery times may be delayed beyond our will by border control.

Which countries do you deliver to?

We support delivery to more than 80 countries, and DOM-TOM.

1. European Union countries, Express delivery:
Countries (approximate delivery times) Delivery costs (taxes included)
Germany (1 day) 12 €
Austria (1 day) 12 €
Belgium (1 day) 12 €
Bulgaria (1 day) 12 €
Croatia (2 days) 12 €
Cyprus (2 days) 12 €
Denmark (1 day) 12 €
Spain (1 day) 12 €
Estonia (1 day) 12 €
Finland (1 day) 12 €
France (1 day) 4 €
Greece (1 day) 12 €
Hungary (1 day) 12 €
Ireland (1 day) 12 €
Italy (1 day) 12 €
Latvia (1 day) 12 €
Lithuania (1 day) 12 €
Luxembourg (1 day) 12 €
Malta (2 days) 12 €
Monaco (1 day) 4 €
Netherlands (1 day) 12 €
Poland (1 day) 12 €
Portugal (1 day) 12 €
Czech Republic (1 day) 12 €
Romania (1 day) 12 €
United Kingdom (1 day) 9,5 €
Slovakia (1 day) 12 €
Slovenia (1 day) 12 €
Sweden (1 day) 12 €
2. European Union countries, Standard delivery:
Countries (approximate delivery times) Delivery costs (taxes included)
Germany (2/3 days) 4 €
Belgium (2 days) 4 €
Span (2/3 days) 4 €
Italy (2/4 days) 4 €
United Kingdom (2/4 days) 4 €
3. Countries outside of European Union, Express delivery, taxes and duties included in the total price of your order (DDP):
Countries (approximate delivery times) Delivery costs (taxes included)
South Africa ( 3 days) 25 €
Saudi Arabia (3 days) 20 €
Australia (3 days) 20 €
Bahrain (3 days) 25 €
Bosnia-Herzegovina (2 days) 20 €
Brazil (3 days) 25 €
Brunei (4 days) 25 €
Canada (3 days) 20 €
Chili (3 days) 25 €
Colombia (3 days) 25 €
South Korea (3 days) 20 €
Cote d'Ivoire (3 days) 25 €
Egypt (3 days) 25 €
United Arab Emirates (2 days) 20 €
United States of America (1/2 days) 8 €
Guadeloupe (3 days) 25 €
Guernesey (2 days) 20 €
French Guiana (3 days) 25 €
Hong Kong (2 days) 20 €
Mauriu Island (3 days) 25 €
India (3 days) 25 €
Indonesia (3 days) 25 €
Israel (2 days) 25 €
Japan (3 days) 20 €
Jersey (3 days) 20 €
Jordan (3 days) 25 €
Kenya (3 days) 25 €
Kuwait (3 days) 20 €
Lebanon (2 days) 25 €
Malaysia (3 days) 25 €
Morroco (2 days) 25 €
Martinique (3 days) 25 €
Mayotte (4 days) 25 €
Mexico (3 days) 25 €
New Caledonia (6 days) 25 €
New Zealand (4 days) 25 €
Nigeria (3 days) 25 €
Norway (2 days) 12 €
Oman (3 days) 25 €
Philippines (3 days) 25 €
Puerto Rico (3 days) 25 €
Qatar (3 days) 20 €
Reunion (4 days) 25 €
Singapore (2 days) 20 €
Switzerland (1 day) 4 €
Taiwan (3 days) 20 €
Thailand (3 days) 25 €
Turkey (2 days) 20 €
4. Countries outside of European Union, Express delivery, taxes and duties not included in the total price of your order (DAP):
Countries (approximative delivery times) Delivery costs (taxes included)
Argentina (4 days) 25 €
Azerbaijan (3 days) 25 €
Ukraine (3 days) 25 €

Are there transport restrictions by country?

All delivery locations are possible: hotel, workplace, holiday residence and hospital.

Only PO boxes are not eligible.

Who can receive my order?

Anyone present at the exact delivery address can receive the order. The carrier will obtain the recipient's signature.

A delivery cannot be made to an address different from the delivery address provided at time of order (e.g. neighbor, pick-up), if you did not allow it.

It is possible to schedule a delivery to your office.

It is not possible to change your delivery address once the carrier is on the way.

Will I receive a delivery date once I confirm my order?

Please enter your mobile phone number* when placing your order. You will receive a text message with the delivery date once your order is shipped. You will also be informed the morning of the imminent delivery by our carrier.

*international format required (e.g. +33612345678)

What happens if I'm not in when my order arrives?

Express and Standard Deliveries

If you are not available at the first delivery, you can plan another delivery time of your choice (from Monday to Friday):

1. Connect on our carrier website (indicated on the text message you will receive once your order has been shipped) or by clicking on the following link: https://ondemand.dhl.com.

2. Enter the label number of your parcel.

3. Choose a new delivery date.

If you are not available on the delivery day, a delivery notice will be placed in your mailbox. Another delivery will automatically be planned the day after between 9am and 6pm (local time). One additional delivery is possible, without extra cost.

Are taxes and duties included in your prices?

Taxes are automatically calculated and included in the total price of your order, except orders shipped to Azerbaijan and Ukraine.

How do I add an address in my address book?

Connect to your account on the section My Addresses to add or change your address book.

Once your order has been placed, you cannot change your delivery address.

To change it or to cancel your order, please Contact us. If your order is still in preparation, we will try to satisfy your request.

Are there shipping restrictions for some items?

Some products, like perfume or jewelry, might be restricted depending on the delivery country. In this case, you will not be able to add it to your shopping bag:

Beauty products:
Saudi Arabia, Indonesia, Qatar

Other product restrictions specific to country:

  • India: shipping jewelry is not allowed

  • Mexico:  shipping shoes is not allowed

  • Nigeria: shipping shoes and bags is not allowed

Listed are countries requiring proof of identity from the country of delivery. To avoid potential delays in delivery, have documentation readily available to present to our delivery partner DHL:

  • Saudi Arabia

  • Argentina

  • Brazil

  • Columbia

  • Israel

  • Norway

  • Qatar

Some protected materials (leatherwear and fur) are shipped with CITES certificate.

Order tracking

Can I track the delivery of my order?

You can follow the status of the preparation and delivery of your order by connecting to the section My Orders in your account.

Can I change or cancel my order after I have placed it?

The contents of your order are not able to be modified.

Contact us to modify your delivery address or cancel your order. If your order is already in preparation, we will strive to support your request. In the event a cancellation is possible, you will not be debited.

What should I do if I receive a damaged or faulty item in my order?

If you received product that is faulty, incomplete, or different than the order placed, contact our Personal Shopping team within 14 days following reception of the order, providing a photo of the product and description of concerns: we will find a solution together without delay!

Return and refund

Terms

How do I return my order?

Simple and free returns for all purchases within 30 days:

Returns in the European Union

1. Prepare your package: place the article(s) to return in the original packaging, then adhere the return label (1) on your package on the original label.

2. Contact us to arrange a pick-up at the address of your choice.

3. Our delivery partner will call you to confirm the pick-up date of your package.

4. Our delivery partner will arrive on the day agreed to pick-up the package for return.

Returns outside the European Union

1. Select the products you wish to return by connecting to the section My Orders in your account.

2. We will send you a return label and the customs documents by email within 48 working hours.

3. Contact us to organize the day and place of the pick-up.

4. Prepare your package: place the article(s) to return in the original packaging, then adhere the return label (1) on your package on the original label.

5. Our delivery partner will contact you within 24 working hours to plan the pick-up of your package at the address of your choice.

Important information

The products must be returned new, without wear or use, with original tags of 24 Sèvres and the brand attached, notably the security thread of 24 Sèvres.

Allow 2 working days from receipt of the returned package to the warehouse before request for the refund will take place.

A quality assurance check will take place for each refund request. The returns which do not respect the conditions of return will not be accepted and will be returned to the client.

(1) Orders containing beauty products that could be inflammable do not contain return labels inside the parcel. Please Contact us for more information on our return policy on these specific products.
  • Returns of beauty products are authorized from:
    Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Norway, Netherlands, Poland, Portugal, Czech Republic, Romania, United-Kingdom, Slovakia, Sweden, Switzerland: please contact us, we will send you the needed documents and instructions.
  • Returns of beauty products from other countries are not authorized for safety reasons linked to air transport.

Can I return my order directly to Le Bon Marché?

We offer our customers a free return service at “L’Instant Click & Collect” in Le Bon Marché, applicable to all orders placed on 24 Sèvres.

If you received product that is faulty, incomplete, or different than the order placed, contact our Personal Shopping team within 30 days following reception of the order, providing a photo of the product and description of concerns: we will find a solution together without delay!

What precautions should I take when trying on your products?

Clothing

Try your products with care. The products must be returned new, without wear or use, with original tags of 24 Sèvres and the brand attached, notably the security thread of 24 Sèvres.

Leather Goods

Handle the protective wrapping with caution if you are not certain of keeping your purchase. Pay special attention to the dark clothes that can run on clear leather.

Shoes

Try shoes on carpet or rugs to prevent damaging the soles. The shoes must be returned in their original state and original box. The protection film placed on the bottom of the shoe must not be removed.

Lingerie

Try on lingerie without removing the hygiene protection. Returns will not be accepted if the hygiene protection is removed.

Beauty

Beauty products must be returned unused, unopened, and in their original packaging. Some orders of specific beauty products do not contain return label. Please Contact us for more information on our return policy on these specific products.

Can I exchange an item instead of returning it?

To place an exchange, we invite you to:

1. Return the product you do not wish to keep for a full refund, ensuring all products comply with the return policy, then

2. Order the desired replacement product.

Can I exchange a gift?

If you wish to return a gift, contact us by email or telephone to organise with you the day and place of pick up. The refund will be provided to the person via the method of payment used to purchase the product.

Refund

How can I get a refund and how long does it take?

We are happy to offer a refund for products compliant to the Refund Policy.

You will have received an email confirming the product(s) you would like to return, with “Refund” appearing over the image of the selected product(s).

We will refund the total amount of the product on the original method of payment, excluding taxes.

The refund can only be provided to the person who placed the original order via the method of payment used. The refund will be processed under 15 working days by your bank. The variation in time to complete the process is reliant on your card services and we unfortunately are not able to influence this timing.

Will taxes and duties be refunded?

We offer free delivery for all returns. The cost of taxes and duties payed for the delivery are not included in the product refund.

Shipping & Returns Louis Vuitton for France

Advisers from Louis Vuitton are here to assist you and are happy to respond to any questions you may have.

Telephone: +33185148771

E-mail : contact_fr@louisvuitton.com

DELIVERY INFORMATION

Your items can be delivered anywhere in France, except to the French overseas territories and to the Principality of Monaco. Louis Vuitton offers you the following delivery option:

  • Free “Express weekday”: delivery from Monday to Friday before 1.00 pm. for any order made online or by telephone. The estimated delivery time is two working days after the order is placed.

Whichever delivery option you choose, 24sèvres will provide you with information by email regarding the status of your order. You will also receive a text message notification and an email from our transport service provider confirming the delivery date. You can also track your order in the “My LV” section at fr.louisvuitton.com, and in the “My Account” section of 24sevres.com.

Please note that the estimated delivery time for Louis Vuitton Fragrances is 6 working days for Corsica, and 3 working days for the south of France (Nice, Cannes, and Montpellier).

Please also note that all our products are sent in gift wrapping.

RETURNS INFORMATION

EXCHANGE POLICY

Louis Vuitton agrees to exchange any product which does not give you complete satisfaction, within 30 days of your receipt of the item.

For perfumes, you may exchange your product in its original unopened packaging (the transparent film covering the box must remain sealed) at all Louis Vuitton stores in mainland France.

You may also exchange your product in store at any Louis Vuitton store in mainland France or abroad (except for specific countries listed in the General Terms and Conditions of Sale).

You can also exchange your product by post. If you prefer to do so, please follow the procedure shown on the “RETURNS SLIP” included in your package. This will ensure your return is processed as quickly as possible.

The product must be returned in perfect condition, unworn, complete (with all boxes, accessories, protectors, labels, booklets, etc.) and in its original packaging, along with a copy of the invoice and the duly completed “RETURNS SLIP”. Once your product has been received, and after verification and validation by our Quality Department, we will proceed with the exchange.

RETURNS POLICY

You may request a refund for your product within 14 days of receiving your order.
Please follow the procedure outlined in the “RETURNS SLIP” included in your package to return your product by post, and to ensure the return is processed as quickly as possible. We would remind you that it is not possible to provide refunds in our stores.

The product must be returned in perfect condition, unworn, complete (with all boxes, accessories, protectors, labels, booklets, etc.) and in its original packaging, along with a copy of the invoice and the duly completed “RETURNS SLIP”. Once your product has been received, and after verification and validation by our Quality Department, you will receive a refund. Louis Vuitton cannot accept the return of any perfume not in its original, unopened packaging (the transparent film covering the box must remain sealed).

Shipping & Returns Louis Vuitton for UK

Should you require information or help, please contact Louis Vuitton Client Service. Our client advisors will be pleased to assist you.

Phone: +44 207 660 8869

E-mail: contact_uk@louisvuitton.com

DELIVERY METHODS

Louis Vuitton offers the following delivery options

  • Standard: 3 to 5 working days – Complimentary
  • Express: 2 working days – £20

Louis Vuitton delivering courier is UPS. Delivery times are indicative only and subject to the acceptance and approval of your order. Working days are defined as Monday to Friday 8am to 6pm, excluding public holidays in the UK. Estimated time is calculated from the moment the order is placed. Please note that deliveries can take longer in certain remote areas such as Highlands or remote islands or if your order required additional security validation.

An e-mail and a text message confirming the exact delivery date will be sent to you by UPS. You can also check the status of your order on your personal My LV account on uk.louisvuitton.com and on your personal 24sevres.com account.

Please note we are unable to deliver fragrance in Express to the following isles: Wight, Scilly, Shetland and Man. Complimentary Standard shipping will apply instead.

All of our products are sent individually gift-wrapped in our exclusive gifting boxes or folders.

In order to get more precise information on delivery delays for your area, or to reschedule your delivery, do not hesitate to contact Louis Vuitton Client Service on +44 207 660 8869.

RETURNS

Merchandise in unused and satisfactory condition may be returned for refund, store credit or exchange within 30 days of purchase when accompanied by the original sales receipt.

Items returned must be in perfect condition, unworn and in their original packaging with any related accessories, instructions booklets, labels, protective covers, leaflets or boxes. Perfume products must be returned in their original packaging (and in particular the crystal film covering the perfume box must still be sealed).

Please note that personalised items cannot be exchanged or returned.

Refunds will be made to the original purchaser, in the original method of payment and are available for purchases made in Pounds Sterling (GBP) only.

1. Return in-store

i. Exchange
  • Products can be returned for exchange in following Louis Vuitton stores in UK (London New Bond Street, London Sloane Street, London City, Leeds, Edinburgh and Birmingham) and abroad (with the exception of Brazil, China, Colombia, India, Jordan, Kazakhstan, Mexico, Dominican Republic, Russia, Thailand, Vietnam, Korea and Taiwan).
  • Personalised products are not exchangeable.
i. Refunds
  • Items purchased online from 24sevres.com UK website can be dropped to Louis Vuitton New Bond Street, Sloane Street, London City, Leeds, Edinburgh or Birmingham. Refunds may take up to 14 days to be processed as the item has to be returned to our eCommerce warehouse. Please note that no reimbursement will be done at the store directly. You may prefer to return your item to the warehouse directly by following the procedure describe below.
  • Please make sure to bring with you to the store the return voucher, invoice and the original packaging.

2. 1. Complimentary return by courier

You can also arrange a complimentary pick-up from your preferred address by contacting Louis Vuitton Client Service on 0207 6608 869 from Monday to Saturday 9am until 7pm and Sunday from 9am until 5pm. Please notify us within 30 working days after receiving your order.

Please follow the process below

  • 1- CALL LOUIS VUITTON CLIENT SERVICE AT +44 207 660 8869 TO NOTIFY US OF THE RETURN
    You will receive an email confirming your return request as well as all pick-up details, and a delivery label.
    Your cancellation will be effective from the date you call us.
  • 2- FILL IN THE LOUIS VUITTON RETURN VOUCHER
    The return voucher can be found in the envelope you received with your parcel along with your invoice and gift receipt. In the case of an exchange please specify the new item in the designated area on the form.
  • 3- PREPARE THE PARCEL
    Put your item(s) in the original Louis Vuitton packaging. Then if possible, place it in the original parcel and enclose a copy of the invoice and the return voucher duly completed. Seal the parcel.
  • 4- HAND PARCEL OVER TO THE CARRIER
    Hand the sealed parcel over to the UPS driver.

Upon receipt of your item(s), and subject to inspection by our Quality Service Department, we will proceed with the return. Refunds can take up to 14 days to be processed after the cancellation of the order