Legal & privacy

For the purposes described in this Policy, LV may collect the following categories of personal information:

• Identification and Contact information (such as name, address, phone number or e-mail address), when you are willing to provide them for instance to sign up for an online account or fill out a customer information card in store, to participate in an event, to make a purchase, , or ID information necessary when you request a VAT-refund or a “click and collect” service in store .
• Payment information: for instance credit card details, bank account numbers, paypal account details or other payment details which you must provide to receive products or services you have ordered from us
• Demographic information like your gender and birthday.
• Your image when you visit our stores (as CCTVS are in place), or Your voice when you call LV Clients Services (since your call may be recorded)
• Preferences and interests which you choose to disclose in the course of your privileged contacts or encounters with our client advisors (which may include your preferences about our collections or other luxury brands, your size, your lifestyle, or basic information on your family circle)
• information, which may include health information, related to possible adverse effect caused by our cosmetic products
• Information you submit or post in a public space, on our social media pages or our websites, for example for a product review.
• Information about your purchases online or in stores. This could include the products you purchased and their prices.
• If you use our web sites, we may collect information about the browser you are using, and your browsing behaviour.
• If you use our mobile app, we may collect your GPS location, subject to your consent when required. We might also look how often you use the app and where you downloaded it. We may collect information about the browser you are using, and your browsing behaviour.
• If you use our connected products, we may collect information regarding your use of such products (such as which features on our product you use the most, or battery level information), as well as geolocation information if necessary to provide you the service you requested;
• We may also collect information posted on third party websites or social media platforms about LV products and services, when necessary for the purposes defined hereunder. 

Your personal information is collected either directly from you (e.g., if you create an account on one of our sites/apps or make a purchase or otherwise interact with our client advisors in stores or with our LV Client Services), or from you passively (e.g., when using tracking tools like browser cookies), or from third parties (e.g. through social media platforms).

If you choose not to submit any personal information when requested to perform a contract or when required by law, you will not be able to receive the product or service you ordered or otherwise register on our web sites, apps or other media.  

We use the information described above for the purposes specified at the time of collection or hereafter in this Policy:

• to improve our understanding of your interests and concerns, and to improve our understanding of your use of our products: we may use your information to make our website, apps and products/services better. We may use your information to customize your experience with Us and to tailor our marketing activities to fit your needs and interests as we believe that it is also in our legitimate interest to better serve you and respond to your needs.
• to provide you with our connected services, to process your order, respond to your requests or questions, and manage your complaints: for example, we use your information to process your order and deliver your products. Or, we may use your information to send you information you requested, or to communicate with you about your account or our relationship: we may contact you about changes to the Site or about service updates. We may also contact you about feedback or about this Policy or website terms. In such case, your information is processed to perform the contract we have with you.
• for security purposes: we may use information to protect Our company, Our customers, Our associates, and Our websites or apps against fraud, theft or any wrongdoing which may affect our activity as it is our legitimate interest to ensure the security of our activity online and offline.
• to manage the possible adverse effect caused by our cosmetic products in accordance with our legal obligations as cosmetic manufacturer.
• for anti-counterfeiting purposes, and fight against illegal resale channels for LV products in violation of LV's general terms and conditions of sale and LV's selective distribution network (by monitoring in particular, quantities or frequency of products purchased), as it is our legitimate interest to protect against online counterfeiting and preserve our distribution network.
• for marketing purposes: we may use your information to contact you, subject to your consent when applicable, about new products and special offers we think you will find valuable.
• for analytics purposes, we may use your information to analyse the e-reputation of LVM or Our products and to measure the effectiveness of our online or offline campaigns or events, as it is our legitimate interest to preserve LV's image and optimise our marketing campaigns.
• other purposes: we use information to maintain transaction and other business records for legal, administrative and audit purposes. We also use information to meet legal, insurance and processing requirements.

We do not disclose or otherwise share your personal information We collect, except:

• with Our parent and affiliated companies within Louis Vuitton Group of Companies: only authorized personnel with a need to know have access to the information, for purposes of internal audit, billing or administrative and to provide you with the same level of services around the world. Please find a list of Our affiliate here;
• with service providers and agents who perform services on Our behalf: for example, We share information with vendors who send emails for Us. We may also share personal information with service providers that help Us operate our websites.
• Subject to your consent, with Our business partners: for example We will share information with third parties who jointly sponsor an event or promotion with Us. ;
• with any third party as part of any business restructuring or reorganization (including dissolution or liquidation). This includes if We are merged of all or part of Our business or assets are transferred, assigned or sold.
• when We are required to do so by law or when it is necessary to comply with applicable law: for example We might share information to respond to a court order.

We may collect certain information through cookies, web beacons and other automated means. A cookie is a text file which is stored in a dedicated area of your device’s hard drive, for instance when you visit online service, when you read an email or while installing or using a mobile app. A cookie allows its sender to identify the device on which it is stored during the period of validity of consent, which does not exceed 13 months.

What type of cookies do we use?

• Some cookies may be functional to collect information which will allow Us to facilitate your browsing such as languages preferences, memorizing log-in, or saving the content of your shopping basket or wish list.
• Other cookies also collect information on your behaviour by collecting referring URLS (where our visitors come from, which banners they clicked on and which directed them to our website), pages accessed, times of websites visits. Such information will allow Us to enhance our web sites and apps, have a better understanding of the products and services you would prefer, and offer you more personalized communications and/or more personalized content on our website or our applications.
• We also use cookies for web analytics to measure the web sites activity and determine the areas of the web sites which are the most visited, hence improving visibility of our content.
• We use cookies to ensure security of online transactions/purchases through device fingerprinting, which allows to identify certain aspects of the equipment used to place an order.
• Our websites or apps may contain third party cookies (delivered by advertising agencies, analytics providers, etc.) enabling them to collect browsing information on your Devices, including to measure the efficiency of our advertising campaigns on third party websites. Third party cookies are subject to said third party privacy policies. We hereby inform you about the purpose of these cookies and how you can manage them, to the extent we are aware thereof.
• We may include in our website or apps the possibility to share content with third parties or to let other persons know you browsed our website. Such is the case for instance of “Like” and “Share” functionalities offered by social network platforms (“Facebook”, “Twitter”, etc) .

Social networks which offer these functionalities may identify you even though you do not use these functionalities on our website. Indeed, such functionalities allow social network platforms to track information about your browsing on our website whenever your social network account is active while browsing our website.

We do not control how these platforms collect your personal data while you are browsing our website. We invite you to read the Privacy policies of these social networks to find out how they use information they collect (including for advertising purposes) through these buttons. These Privacy policies should provide you information about how to manage your preferences on your social networks account. 

Acceptance of cookies

Except for functional or security cookies, the use of cookie on a Device depends on the user’s choice, which can be made and modified freely and at any time. 

You can manage cookies either here or by setting your browser to accept or reject cookies on your Device, either globally or cookie by cookie. Settings that you make may change your internet browsing capacity and may sometimes alter your ability to access to certain services that require the use of cookies.

Such is also the case if we or one of our business partners can no longer recognize the type of browser your Device is using such as language, display settings or country of connection. We cannot be held liable for the minimized access to our services as a result of cookies you previously deleted or rejected.

How to manage cookie settings in your browser?

Each browser has its own cookie management system, as described in the “Help” menu of your browser, where you will be provided with all necessary information about how to set your preferences. 

If you share your Device with other people and the Device operates several browsers, we cannot guarantee that personalised services and advertisement designed to match your personal use of the Device (if such personalised services and advertisement are available) will correspond to your own use and rather than someone else’s.

Information We collect about you may be transferred to, stored and processed in countries where a LV entity is located to ensure you may benefit from better services wherever you visit us and for the purposes defined in this Policy. You may obtain a list of these countries here.

We may also transfer your personal information to the service providers involved in the maintenance of our web sites, apps or social media or any other tool used for the processing of our clients or prospects information.

Some recipients are located in third countries which are considered as not providing the same level of data protection as the EU country in which you provided your information .

When we transfer your information, we will protect and provide adequate protection for the transfer of your personal information to recipients in those countries by entering into data transfer agreements based either on the European Commission standards clauses (as they may be revised or replaced by the EU Commission) with such data recipients or the EU/US Privacy Shield as it may be revised or replaced, or any other valid transfer mechanisms that may be available in the future.

You can obtain a list of the relevant third countries and copy of these safeguards upon request. 

Your personal information will not be kept in a form that allows you to be identified for any longer than is reasonably considered necessary by LV for achieving the purposes for which it was collected or processed or as it is established in the applicable laws related to data retention periods. The data retention term of Your personal data collected by Us is determined per purpose of data processing according to the following criteria:

• Data collected for the specific purposes defined in Article 2 will be stored only:
  • For three (3) years since our last contact, if You are a prospect (i.e. you have not made any purchase with Us but You are interested by LV)
  • For the duration of your commercial relationship with LV and 10 years thereafter, if You are a client (ie You have made a purchase of Our products or services)
• Your personal data will then be archived to be used: in the event of a litigation or dispute for the statute of limitation term applicable to the related purpose;
• If a judicial action is initiated, the personal information may be stored until the end of such action, including any potential periods for appeal, and will then be deleted or archived as permitted by applicable law;

Your personal data are then anonymized or deleted 

You may request access to the personal information we maintain about you. If you request such access, we will provide you with all the information as required by law on the purposes of the processing, categories of data processed, categories of recipients, data retention term, etc.).

You may also obtain a copy of any personal information that We hold about you in our records in a format compatible and structure to allow you to exercise your right to data portability when the processing is based on your consent or on the performance of an Agreement between you and Us.

You can also provide general or specific instructions on how your personal data should be processed and may be used, after your death.

You may also request that We correct, amend, erase, any information which is incomplete, out of date or inaccurate.

You can request the deletion of your Personal information (i) if your personal information is no  longer necessary for the purpose of the data processing, (ii) you have withdrawn your consent on the data processing based exclusively on such consent,  (iii) you objected to the data processing, (iv) the personal information processing is unlawful, (v) the personal information must be erased to comply with a legal obligation applicable to LV. LV will take reasonable steps to inform the other entities of the LV group of such erasure.

You can request the restriction of the processing (i) in the event the accuracy of your personal information is contested to allow LV to check such accuracy, (ii) if you wish to restrict your personal information rather than deleting it despite the fact that the processing is unlawful, (iii) if you wish LV to keep your personal information because you need it for your defence in the context of legal claims (iv) if you have objected to the processing but LV conducts verification to check whether it has legitimate grounds for such processing which may override your own rights.

You also have the right to lodge a complaint with the competent supervisory authority.

Our Data Protection Officer contact details are personaldata@louisvuitton.com.  When your information processing is based on your consent (for instance when you accept to receive communication materials), You may withdraw any consent you previously provided to Us at any moment, without affecting the lawfulness of processing based on your consent before withdrawal.

When your information is processed to pursue our legitimate interests, you may object to such processing, if Our legitimate interest may be overridden by your interests and freedom).

To exercise these rights, please contact us at: personaldata@louisvuitton.com, and we will respond. 

We will provide an adequate level of protection for the personal data and make sure that appropriate technical and organizational security measures are in place to protect the personal information (including education and training of relevant personnel) against accidental or unlawful destruction, accidental loss or alteration, unauthorized disclosure or access, and against all other unlawful forms of processing.

However, to the extent that the Internet is not completely secure, we cannot guarantee that any of your personal information stored or sent to us will be completely safe. We encourage you to use caution when using internet to access our web sites, apps or social media.

Our web sites and apps are not directed to children. We do not knowingly collect personally identifiable information from children without permission from a parent or guardian, unless permitted by applicable law.

You must be at least sixteen years old to provide Us with your personal information and eighteen years old to engage in transactions on our store or websites, or apps. By engaging in transactions with us, you affirm that you are at least eighteen years old and are fully able to enter into and be legally bound  by such transactions

If we are notified (by contacting Us at at "Contact Us") or learn that a minor has submitted personal data to us through our media or otherwise, we will delete such personal information. 

We may link to third party sites or services We do not control and which are governed by their own privacy policy. This Policy does not apply to those third party sites. We strongly advise you to check the privacy policies of all third party sites you visit to find out how they are treating your personal information.

Our Policy may change from time to time to reflect changes in Our processing of your personal information. We will notify you of any material changes as required by law. We will post an updated copy on the Site.

1.1 What these terms cover. These are the terms and conditions on which we supply products to you, when you order via our website www.uk.louisvuitton.com (our "Website") or by telephone using our Client Service team.

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. 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.

1.3 We may change these terms at any time. We may amend these terms from time to time by posting revised terms on our Website. The terms applicable to your order will be those posted on the Website at the time of placing the order.

2.1 Who we are. We are Louis Vuitton UK Limited. 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.

2.2 How to contact us. You can contact us by telephoning our Client Service Team at +44 207 998 6286 (local rate), Monday to Saturday from 9.00 am to 7.00 pm and Sunday 9.00 am to 5.00 pm, excluding public holidays or by writing to us at LV Customer Client Service, 6 Royal Exchange Buildings Cornhill London EC3V 3NL or by sending us an email using uk@contact.louisvuitton.com or our EMAIL US contact form in the CLIENT SERVICE section of our Website.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 "Writing" includes emails and SMS. When we use the words "writing" or "written" in these terms, this includes emails and SMS.

3.1 Information about our products. Information about the range of products sold via our telephone order service or via our Website is available, with product references, in all Louis Vuitton stores and on our Website.

3.2 Personalised Products. In these terms, where we refer to “Personalised Products” we mean any products that are made to your specifications or clearly personalised , for example, orders through our “Mon Monogram”, “My LV World Tour”, hot stamping service or engraved perfume, and any alterations to our standard products carried out for you. Please note that certain Personalised Products, such as “Mon Monogram” products may be ordered via our Website, but not via our telephone order service.

3.3 Products may vary slightly from their pictures. The images of the products on our 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. A product may be manufactured in one of our several workshops and may therefore have a different stamp of origin than the one displayed on our Website. Your product may vary slightly from those images.

4.1 Placing orders. All orders are subject to availability. Orders can be placed as follows:

4.1.1 By telephone: Orders can be placed in English with our Client Service team by calling tel. no. +44 207 998 6286 (local rate), Monday to Saturday from 9.00 am to 7.00 pm, and Sunday from 9.00am to 5.00 pm, excluding public holidays.

4.1.2 Via our Website: Orders can be placed through the UK section of our Website.

4.2 We only deliver in the UK. Unfortunately, we do not deliver to (a) addresses outside the UK, (b) care of a hotel, (c) PO Box addresses or (d) business premises.

4.3 You must be 18 or over. We only accept orders from customers aged 18 and over.

4.4 We only sell our retail products to consumers. Your order on our Website or by telephone must not be made for or on behalf of any business activity and must be placed strictly for your personal use. We may decide to limit the quantities of any item delivered to the same purchaser and/or to the same postal address.

4.5 Making sure your personalisation details are accurate. If we are personalising products in accordance with details you have given us you are responsible for ensuring that these details are correct. We cannot accept returns of Personalised Products.

4.6 Your account with us: When placing an order for the first time, you may either check in as a guest or open an account with us. If you place a telephone order we will take the necessary details from you by telephone. Otherwise, all steps necessary for placing an order are detailed on our Website.

4.7 Order acknowledgement. We will acknowledge receipt of your order without delay by sending a confirmation email, but this confirmation email does not constitute acceptance of your order. Your order will only be accepted when it is dispatched, and you receive a dispatch email (see Clause 4.8).

4.8 How we will accept your order. Our acceptance of your order will take place when we email you and tell you we have accepted and dispatched your order, at which point a contract will come into existence between you and us.

4.9 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, because we are unable to meet a delivery deadline you have specified or if the order is not in accordance with these Terms of Sale.

4.10 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.

5.1 Where to find the price for the product. The price of the product in pounds sterling (£) which includes VAT (and, except where otherwise stated on our Website or notified to you by telephone, delivery costs) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see Condition 5.4 for what happens if we discover an error in the price of the product you order.

5.2 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.

5.3 We will not provide VAT-refund services. We do not provide VAT-refund service for orders placed on our Website or by telephone.

5.4 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 at the correct price. If we accept and process your order where a pricing error is material, 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.

5.5 How you must pay. We accept payment by credit card (Visa, MasterCard and American Express) issued by banks domiciled in the European Union, by PayPal, by bank transfer (provided that the paying bank account is held by you and domiciled in the European Union) or other payment methods as they become available from time to time by notice on our Website. Payment must be made in pounds sterling (£). In case of a payment by bank transfer, we will send you Louis Vuitton’s bank details by email.

5.6 When you must pay. You must pay before goods are dispatched to you. You will be debited once you have placed your order and it has been accepted by us. We will inform you by email once the products have been dispatched.

5.7 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.

5.8 Security measures.

5.8.1 Payments through our Website are managed on-line with the relevant banking organisations through facilities offered by CyberSource Corporation, a third party based in the USA which enables us to accept and manage payments, mitigate fraud, and secure payment data. Your personal information including your name, email address, delivery details, telephone number, details of the order placed and credit card or other payment details will be disclosed and used by CyberSource Corporation exclusively for the purposes of providing fraud screening services to us and to its own customers, as further detailed in our Privacy Policy.

5.8.2 To ensure that your credit, debit or charge card is not being used without your consent, we will validate the name, address and other personal information supplied by you during the order process against appropriate third party databases in accordance with our Privacy Policy. 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.

5.8.3 If an order placed by you is considered to be fraudulent or otherwise made in breach of this Terms of Sale, the sale will be cancelled immediately, and in the event that any sums have already been debited to you, they will be refunded within 14 business days after such notification.

6.1 Delivery costs. The costs (if any) of delivery will be as displayed to you on our website.

6.2 When we will provide the products. When we provide the products depends on what product you are buying:

6.2.1 For Personalised Products: “Mon Monogram” and “My LV World Tour” Personalised Products will be delivered within 8 weeks from the date payment is received in cleared funds;

6.2.2 For all other products: During the order process we will let you know when we will provide the products to you, and if no deadlines are given, within 30 days at the latest from order confirmation, subject to full payment of the price.

6.3 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.

6.4 Click and Collect Service. 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 (except for Personalised Products).

6.5 Click & Collect ID checks. When using our Click & Collect service, we carry out the following checks, which are necessary to make sure that the order is collected by you or someone authorised by you:

6.5.1 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;

6.5.2 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;

6.5.3 we regret that copies of the documents mentioned in Conditions 6.5.1 and 6.5.2 cannot be accepted. 6.5.4 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.

6.6 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.

6.7 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 will apply.

6.8 Delivery of gifts. In the case of a gift:

6.8.1 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 4.2 above;

6.8.2 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 6.5.2.

6.9 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:

6.9.1 we have refused to deliver the products or to make them available for collection by you;

6.9.2 delivery or collection by you within the delivery deadline was essential (taking into account all the relevant circumstances); or

6.9.3 you told us before we accepted your order that delivery or collection by you within the delivery deadline was essential.

6.10 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 6.9, 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.

6.11 Ending the contract for late delivery/collection. If you do choose to treat the contract as at an end for late delivery under Condition 6.9 or Condition 6.10, 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 collection. Please call our Client Service Team or email us to arrange collection.

6.12 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 our 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:

6.12.1 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);

6.12.2 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.

6.13 When you become responsible for the products. The products will be your responsibility from the time you or a person indicated by you acquires the physical possession of the goods or, if you choose to collect your products from one of our stores offering the Click & Collect service, when you collect them from us.

6.14 When you own products. You own the products on the later of the following:

6.14.1 once we have received payment in full;

6.14.2 once the products have been delivered to you or collected by you using our Click & Collect Service.

7.1 In addition to your legal rights, and your right to change your mind described in Condition 8, we operate an exchange policy for our customers in respect of items delivered (but not for Personalised Products). The conditions of this exchange policy are set out in this clause 7 below.

7.2 Within 30 days after the date of delivery (or the last delivery in the case your products are split into several deliveries over different days), you may exchange the items in question by using either method below.

7.3 Products must be returned with 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. 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, 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.

7.4 You may:

7.4.1 use our complimentary collection service as described in Condition 9.3.1, but please note that no new delivery can take place until we have received the returned products from you;

7.4.2 exchange your products within our stores in the United Kingdom (except at Harrods, Heathrow and Selfridges) or abroad (but not in Brazil, China, Columbia, India, Jordan, Kazakhstan, Lebanon, Mexico, Mongolia, Dominican Republic, Russia, Thailand or Vietnam), provided the store offers this product category. For example, men's shoes are exchangeable only in Louis Vuitton stores with a men's shoe offer. Our stores offer can be checked on our Website in the “STORES” section. Kindly note that perfume products may be exchanged in accordance with Condition 7.3 in any of our stores, but only in the United Kingdom (except at Harrods, Heathrow and Selfridges).

7.5 Please note that no new delivery (of an exchanged or replacement product) can take place until we have received the returned products from you. Where products are exchanged, we will end the original contract and your payment will be applied to the price of the new product. If the new product is on sale at a higher price, you must pay the difference in store or as described in Condition 5. We will not be able to provide the replacement products until we have received payment from you. If the product is on sale at a lower price, we will refund you for the difference (but not for any delivery charges) by the method you used for payment, except where you wish to exchange products in store where only a store credit can be issued. If products are exchanged using our collection and delivery service, the new sale will be subject to these terms.

7.6 Please note that you may not exchange products which you have received as a result of a prior exchange.

7.7 The terms set out in this clause 7 do not affect your legal rights.

8.1 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:

8.1.1 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 11;

8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see Condition 8.2;

8.1.3 If you have just changed your mind about the product, see Condition 8.4. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions.

8.2 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 8.2.1 to 8.2.3 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:

8.2.1 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;

8.2.2 there is a risk that supply of the products may be significantly delayed because of events outside our control;

8.2.3 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see Condition 6.11).

8.3 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:

8.3.1 Personalised Products;

8.3.2 Earrings and Swimwear, for health protection or hygiene purposes;

8.3.3 Perfume or other products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. In the case of perfume, the seal on the crystal film covering the perfume box must not have been broken.

8.4 How long do I have to change my mind? For most products bought online you have a legal right to change your mind within fourteen (14) days. In order to ensure the satisfaction of our customers we extend this to allow up to 30 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 30 days after the day you (or someone you nominate) receive the last delivery to change your mind about the products.

9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

9.1.1 Phone or email. Call our Client Service team on tel. no. +44 207 998 6286 (local rate), Monday to Saturday from 9.00 am to 7.00 pm and Sunday from 9.00 am to 5.00 pm, excluding public holidays or email us, or go to the My Orders tab of your MyLV account on the Website. Please provide your name, home address, details of the order and, where available, your phone number and email address.

9.1.2 By post. Print off the cancellation form 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.

9.2 Gifts. If you use our Gift Service, only you may end the contract with us and not the recipient of the gift.

9.3 Returning products after ending the contract:

9.3.1 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 or email us to arrange collection.

9.3.2 You may also return your products within our stores in the United Kingdom (except at Harrods, Heathrow and Selfridges) or abroad (but not in Brazil, China, Columbia, India, Jordan, Kazakhstan, Lebanon, Mexico, Mongolia, Dominican Republic, Russia, Thailand or Vietnam). Kindly note that perfume products may be returned only in the United Kingdom.

9.3.3 You may Request a return from the My Orders tab of your MyLV Account. A pre-paid shipping label will be emailed to you within 24 hours. Place the item(s) in the original shipping box or any other suitable box, attach the return shipping label to the outside of the box, seal the box securely, and drop it off at the nearest UPS drop-off location.

9.3.4 You must return the products with 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.

9.4 When we will pay the costs of return. We will pay the costs of return:

9.4.1 if the products are faulty or misdescribed;

9.4.2 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

9.4.3 if you are exercising your right to change your mind, by way of our complimentary collection service. In all other circumstances you must pay the costs of return.

9.5 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.

9.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

9.6.1 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.

9.6.2 As standard delivery is complimentary, we will not refund delivery costs if you choose to have the product delivered by Express or Premium delivery.

9.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind, your refund will be made within 14 days of your telling us you have changed your mind, except that we may withhold refund if you did not permit collection of the products as required under these Terms of Sale within a reasonable time after notifying us of your decision to cancel the contract, or until you show us evidence you have dispatched the products in case you decided not to use our collection service.

10.1 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:

10.1.1 you do not make any payment to us when it is due;

10.1.2 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in Condition 10.1 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.

11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our Client Service Team or email us.

11.2 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.

11.3 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 Client Service Team or email us to arrange collection.

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.

13.1 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.

13.2 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.

13.3 Even if we delay in enforcing this contract, we can still enforce it later. If 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.

13.4 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.

13.5 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.

(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: uk@contact.louisvuitton.com or using our EMAIL US contact form in the CLIENT SERVICES section of our Website.

Telephone: call our Client Service Team at +44 207 998 6286 (local rate), Monday to Saturday from 9.00 am to 7.00 pm and Sunday 9.00 am to 5.00pm, excluding 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.