Legal & Privacy
Our General Terms of Sale [version dated December 12th, 2019]
PrintFor further information, please contact our Client Service team on: +44 207 998 6286 (local rate)
1. These terms
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. Information about us and how to contact us
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 an email to 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. Our products
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 “My LV Heritage”, “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 “My LV Heritage” 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. Placing orders and our contract with you
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. To ensure better service and better availability of our products, Louis Vuitton limits the quantity of products that can be purchased as follows: no more than 3 leather goods (including small leather goods) products per transaction, with no more than 2 identical products per such transaction. Also customers cannot, within 4 consecutive weeks, (i) buy more than 6 leather goods (including small leather goods) products, or (ii) buy in more than 3 different Louis Vuitton stores (physical or online) in the worldwide network, or (iii) conduct more than 8 transactions of all kind of products. In any case, the total number of purchased leather goods (including small leather goods) will not exceed 12 products within 12 consecutive months.
To ensure the observance of those restrictions, Louis Vuitton Malletier, 2 rue du Pont Neuf - 75001 Paris, France processes your purchase history. In case of non-observance, our sales associates may refuse further transactions with you, for a period of 2 years from your last purchase. In the conditions set forth by the law, you have a right to access, rectify and delete your personal data, a right to restrict or object to their processing by contacting personaldata@louisvuitton.com. For more information please read our privacy policy in store or on Louisvuitton.com
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. Price and payment
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. Providing the products
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: “My LV Heritage” 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, you will either be left a note to arrange a redelivery or contacted by the courier.
6.7 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery your parcel will be returned to the warehouse and you will be refunded.
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. Exchanging products
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 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 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, Westfields and Selfridges) or abroad (airport locations excluded as well as the following countries / regions : Turkey, Brazil, China, Columbia, India, Jordan, Kazakhstan, Lebanon, Mexico, Mongolia, Dominican Republic, Russia, Thailand, Vietnam or Taiwan), provided the store offers this product category.
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. Your rights to end the contract
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 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 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. How to end the contract with us (including if you have changed your mind)
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 in the UK. 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, Westfields 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 via your MyLV Account. For deliveries made by UPS: to activate the pre-paid return label included in your parcel, register your return in the My Orders tab of your MyLV account. Place the item(s) in the original shipping box or any other suitable box, cover the original address label with the enclosed pre-paid return label, securely seal your parcel using the adhesive strip on the inside of the original box, and drop your parcel off at any UPS store or pick-up location in the UK.
For deliveries made by Temis Luxury: once your request has been made via MyLV, you will receive an SMS from Temis Luxury to schedule your timeslot for collection. You can reply directly to the SMS, then you will receive confirmation of your timeslot. When your driver arrives to collect, they will place the item into a sealed security bag.
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 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 or pre-paid return label service described above. 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. For swimwear, Louis Vuitton requires that swimsuits be handled with care and tried on top of clean underwear, keeping the sanitary protection label on the swimsuit. 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. Our rights to end the contract
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. If there is a problem with the product
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. 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. Other important terms
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.
The Schedule Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
To: Louis Vuitton UK Ltd
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.
Terms and conditions of use
PrintThis Web-Site (hereinafter the « Website ») is published by Louis Vuitton Malletier SAS, a company incorporated in France with a share capital of 21.119.700 Euros, registered with Paris Trade and Companies Registry under number 318 571 064, having its registered office located at 2 rue du Pont Neuf 75001 Paris, France. Tél : + 33 1 55 80 32 00.
Version 1.5
This Web-Site (hereinafter the « Website ») is published by Louis Vuitton Malletier SAS, a company incorporated in France with a share capital of 21.119.700 Euros, registered with Paris Trade and Companies Registry under number 318 571 064, having its registered office located at 2 rue du Pont Neuf 75001 Paris, France. Tél : + 33 1 55 80 32 00
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Anyone accessing this Website is entitled to view any part of it for private and personal use. However, Content must not be used or reproduced (in whole or in part) for any other purpose including, without limitation, on or in connection with any other Website or publication, or for direct commercial gain.
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Any purchase outside of these points of sale is entirely at the purchaser’s risk, in particular with regard to the authenticity of any such purchased items.
Subject to the terms below, Louis Vuitton Malletier takes steps to ensure that the information accessed via the Website is accurate and up-to-date but can give no guarantee or warranty as to the accuracy, timeliness or completeness of any information or material appearing on it. Louis Vuitton Malletier reserves the right to correct the Website content at any time without prior notice and without liability.
Louis Vuitton Malletier cannot be held liable for:
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The visitor hereby acknowledges that access to the Website may be interrupted at any time by Louis Vuitton for maintenance, security, or any other technical reason. Louis Vuitton will not be liable if for any reason the Website is unavailable at any time or for any period.
Save for liability which Louis Vuitton Malletier cannot by law restrict or exclude, Louis Vuitton Malletier shall have no liability to visitors to the Website or any third party for any direct, special, indirect, consequential or incidental damages, exemplary or lost profits, or any other damages of any kind whether based on warranty, contract, tort, negligence or otherwise, even where Louis Vuitton Malletier has been advised of the possibility of the same whether resulting from access to the Website, inability to access the Website or any information or material directly or indirectly provided through the Website or otherwise. This does not affect any liability of Louis Vuitton Malletier for fraud or for death or personal injury arising from its negligence.
Hypertext links to the Website (other than other websites operated by Louis Vuitton Malletier) may only be included with prior written consent from Louis Vuitton Malletier, which may be withheld at any time. Louis Vuitton Malletier has no responsibility for the content of such pages.
Louis Vuitton hereby informs visitors that these general terms and conditions may be modified at any time. As soon as they are displayed online, each visitor who accesses the Website is deemed to have accepted these modifications without restriction. It is therefore the visitor’s responsibility to read these terms and conditions prior to browsing the Website.
UK Modern Slavery Act 2015 Statement
PrintIntroduction
The COVID-19 pandemic placed significant pressure on UK businesses, and was an unprecedented “stress test” on many corporations and institutions.
Broadly speaking, the COVID-19 pandemic heightened existing vulnerabilities, unearthed latent risks, and created new challenges in supply chains globally.
During this period, and despite the turmoil of the pandemic, Louis Vuitton UK Limited (“LVUK”) never wavered in its struggle against the risks of modern slavery and human trafficking occurring in our business or supply chains.
In particular, attention was paid to ensure that the significant, necessary and key responses, that LV UK has had to undertake in this extraordinary context, did not divert it away from social issues in the short term which needed thorough monitoring in these difficult times.
Consistent with the latest guidelines issued by the UK government in response to the COVID-19 pandemic, LV UK took significant action to protect the health, safety and integrity of their workers, and considered how fluctuations in demand and changes in this extraordinary context may have brought new or increased risks within the various actors of its supply chain, in order to manage them in the most appropriate way.
Business
LVUK is a subsidiary of Louis Vuitton Malletier SAS (“LVM”), which is closely linked to the LVMH Moët Hennessy Louis-Vuitton SE (“LVMH”) Group.
LVUK sells luxury and high quality products under the Louis Vuitton trademark as luggage, leather goods, bags, ready-to wear, shoes, watches and jewellery, accessories, perfumes and cosmetics, stationery, home decoration, electronic device, accessories, etc. (the “Products”), to clients in the United Kingdom.
LVUK purchases from LVM the Products which are mainly manufactured through LV industrial subsidiaries (hereinafter LVM and its industrial subsidiaries together designated as the “LV Group”) and purchases directly to local suppliers products and services necessary to run its business.
Policies and Practices
LVUK’s commitment is to act with integrity in all its business dealings and to promote ethical conduct, to enhance compliance with applicable laws and to provide guidance with respect to business conduct. It has a number of policies that are relevant to this commitment, which set out what LVUK expects from its employees, internal business and its external suppliers.
Key Policies are:
1- LV Group Suppliers' Code of Conduct (the "LV Suppliers' Code of Conduct"), available upon request.
For several years now, LV Group requires its suppliers, their suppliers and contractors to share its commitments and act in full compliance with the relevant laws, including all national, local and international laws relating to the management of their businesses.
In the specific COVID-19 context, some businesses saw an increase in demand for certain products or services, which in turn required additional recruitment and new or expanded supply chains. Time was often of the essence.
For example, as a large retail business actor, LV UK has engaged new supply chains in order to comply with new government regulations or industry-body recommendations related to COVID-19, such as the ordering and installation of plexiglass dividers. As with all other supply chains, LV UK has maintained close contact and rigorous checks on their supply chains in spite of the time pressure to comply to protect our workforce and the public.
Notwithstanding the challenge of the pandemic, LV UK continued its efforts to uphold its ethical standards within all of its activities, in particular through its LV’s Code of Conduct for landlords.
2- Louis Vuitton Ethical Charter (the “LV Ethical Charter"), available upon request.
Our Anti-modern slavery Policy reflects our commitment to acting ethically and with integrity in all our business relationships and to implementing and enforcing effective systems and controls to ensure Modern Slavery including human trafficking is not taking place anywhere in our business or supply chains.
LVUK requires its employees, suppliers, their suppliers and contractors to engage in and promote honest and ethical conduct, comply with all applicable laws, rules and regulations in their own area and act responsibly, with due care, competence and diligence when dealing with colleagues, customers, suppliers, agents and intermediaries.
The LV Ethical Charter reiterates the LVMH Code of Conduct and commitment to act to the highest standards of integrity, respect and engagement in their behaviours and in the way that they conduct business every day, everywhere.
The LV Ethical Charter further states that the group companies will inform all of its commercial partners of its ethical principles and expectations and will require its suppliers, their suppliers and contractors to comply with the principles set out in the LV Suppliers' Code of Conduct. In particular, this code specifies compliance with social issues to abide, respect and adhere to the company moral and ethical values in the management of the company concerning Human Rights, working conditions, forced labour and environmental issues.
LV UK promoted good business practices during the pandemic, including by maintaining open lines of communication with suppliers and taking care to avoid delaying payment owed or renegotiating contracts on unreasonable terms during this very challenging period. LV UK envisage that the measures help its commercial partners to conduct themselves ethically further reducing the risk of modern slavery in their organisation or supply chains.
Supplier and Contractor Due Diligence
LVUK ensures that LV Group new suppliers are carefully chosen and that, prior to entering into any new contractual relationship with a supplier or contractor, suppliers and contractors are complying with the LV Suppliers’ Code of Conduct.
LVUK reserves the right to check adherence of LV Group and its suppliers and contractors to the principles set out in the LV Suppliers' Code of Conduct and to conduct compliance audits at any time. Upon reasonable request, LVUK makes sure that LV Group, and its suppliers and contractors shall supply the necessary information and grant access to LVUK representatives to verify compliance with the requirements of the LV Suppliers' Code of Conduct. Suppliers and contractors shall further keep proper records to prove compliance with the LV Suppliers' Code of Conduct and provide access to complete, original, and accurate files to LVUK representatives.
LV Group suppliers and contractors may be required to improve and correct any deficiency discovered during any such audits.
LVUK shall use its reasonable endeavours to ensure that all LV Group supplier and contractor template contracts contain clauses requiring LV Group suppliers and contractors to adopt similar anti-modern slavery standards and practices.
Staff / Employees
1. Dealing with lockdown, social distancing and isolation in the COVID-19 context.
In addition to its continuing efforts to provide training for its employees (see below), LV UK reinforced and promoted their Employee Assistance Programme as well as accommodating individual situations to allow the retail population (Store Managers, Team Managers who are parents) to work from home and get the appropriate support, thus limiting the sense of insecurity or of being in a vulnerable position.
2. Training and Awareness
Despite the pandemic, LVUK continued to conduct regular training for its employees to ensure compliance with legal requirements across LVUK. The training enables LVUK to reduce business risk of non-compliance through efficient processes and reliable data and reporting. All documentation, policies and updates are provided for easy access via the employee portal for all employees.
It is mandatory for all LVUK employees to familiarise themselves with this statement. It forms part of the induction training process for new employees and is available in English. LVUK’s aim is to eliminate any risk of Modern Slavery in its business operations and in its supply chains.
3. Employees’ Code of Conduct - Whistleblowing Policy/Internal Alert System
LV Group’s Employees Code of Conduct demonstrates LV Group’s ambition for its staff to act with, and commit to, integrity in the conduct of its business in an environment that is free from all form of unethical behaviour including modern slavery, child labour, discrimination, corruption and harassment and therefore provides a common framework of values and principles to provide guidelines to its staff.
In the specific context of the COVID 19 pandemic, all employees continued to benefit from the whistleblowing alert system operated by an independent third party organisation, so that they can raise concerns about practices within the business or the supply chain.
Providing training on the Employees Code of Conduct and whistleblowing policy were included in the onboarding process and package to sign.
This statement is made pursuant to Section 54(1) of the Modern Slavery Act 2015 and constitutes LV UK’s slavery and human trafficking statement for the financial year ending 31 December 2020.
The Board of Directors of LVUK has approved this statement and it has been duly signed by the following director :
______________________________
Amandine ROHMER
Director - Louis Vuitton UK Limited
Date: 28 June 2021
UK Modern Slavery Act 2015 Statement
PrintIntroduction
This statement is made pursuant to Section 54 of the Modern Slavery Act 2015 and sets out the steps Louis Vuitton Malletier SA (“LVM”) has taken during its financial year ending 31 December 2016 to ensure that slavery, servitude, forced or compulsory labour, and human trafficking (collectively, "Modern Slavery") is not taking place in any part of its business or in its supply chains.
LVM, which is closely linked to the LVMH Moët Hennessy Louis-Vuitton SE Group (“LVMH”), is the owner of the Louis Vuitton trademark (the “LV Trademark”) and tradename throughout the world and is active in the creation, distribution and sale of leather goods, luggage, ready-to-wear, shoes, jewellery, watches, sunglasses, perfumes and cosmetics, stationery, accessories and more generally luxury products bearing the LV Trademark (the “Products”).
LVM is the parent company of Louis Vuitton UK Limited (“LVUK”) which sells the Products to clients in the United Kingdom.
LVM purchases the Products which are mainly manufactured through the LV industrial subsidiaries (hereinafter LVM and its industrial subsidiaries together designated as the “LV Group”).
LVM, which is closely linked to the LVMH Moët Hennessy Louis-Vuitton SE Group (“LVMH”), is the owner of the Louis Vuitton trademark (the “LV Trademark”) and tradename throughout the world and is active in the creation, distribution and sale of leather goods, luggage, ready-to-wear, shoes, jewellery, watches, sunglasses, perfumes and cosmetics, stationery, accessories and more generally luxury products bearing the LV Trademark (the “Products”).
LVM is the parent company of Louis Vuitton UK Limited (“LVUK”) which sells the Products to clients in the United Kingdom.
LVM purchases the Products which are mainly manufactured through the LV industrial subsidiaries (hereinafter LVM and its industrial subsidiaries together designated as the “LV Group”).
Policies and Practices
LVM’s commitment is to act with integrity in all its business dealings and to promote ethical conduct, to enhance compliance with applicable laws and to provide guidance with respect to business conduct. It has a number of policies that are relevant to this commitment, which set out what LVM expects from its employees, internal business and its external suppliers.
Key Policies are:
· 1. LV Group Suppliers' Code of Conduct (the "LV Suppliers' Code of Conduct") is available upon request.
LV Group requires its suppliers, their suppliers and contractors to share its commitments and act in full compliance with the relevant laws, including all national, local and international laws relating to the management of their businesses.
LV Group requires its suppliers to obtain prior approval before subcontracting any part of their supply chain process and LV Group’s approval is subject to acceptance by the subcontractor of the LV Suppliers' Code of Conduct and all other applicable conditions that LV Group determines.
· 2. Louis Vuitton Ethical Charter (the “LV Ethical Charter") is available upon request.
LVM’s Anti-modern slavery Policy reflects its commitment to acting ethically and with integrity in all its business relationships and to implementing and enforcing effective systems and controls to ensure Modern Slavery including human trafficking is not taking place anywhere in its business or its supply chains.
LVM requires its employees and suppliers, their suppliers and contractors to engage in and promote honest and ethical conduct, comply with all applicable laws, rules and regulations in their own area and act responsibly, with due care, competence and diligence when dealing with colleagues, customers, suppliers, agents and intermediaries.
The LV Ethical Charter reiterates the LVMH Code of Conduct and commitment to act to the highest standards of integrity, respect and engagement in their behaviours and in the way that they conduct business every day, everywhere.
The LV Ethical Charter further states that the group companies will inform all of its commercial partners of its ethical principles and expectations and will require its suppliers to comply with the principles set out in the LV Suppliers' Code of Conduct. In particular, this code specifies compliance with social issues to abide, respect and adhere to the company moral and ethical values in the management of the company concerning Human Rights, working conditions, forced labour and environmental issues
Supplier and Contractor Due Diligence
LV Group ensures that its new suppliers are carefully chosen and that, prior to entering into any new contractual relationship with a supplier or contractor, suppliers and contractors are complying with the LV Suppliers’ Code of Conduct.
LVM reserves the right to check adherence of LV Group and its suppliers and contractors to the principles set out in the LV Suppliers' Code of Conduct and to conduct compliance audits at any time. Upon reasonable request, LVM makes sure that LV Group, and its suppliers and contractors shall supply the necessary information and grant access to LVM representatives to verify compliance with the requirements of the LV Suppliers' Code of Conduct. Suppliers and contractors shall further keep proper records to prove compliance with the LV Suppliers' Code of Conduct and provide access to complete, original, and accurate files to LVM representatives.
LV Group suppliers and contractors may be required to improve and correct any deficiency discovered during any such audits.
LVM shall use its reasonable endeavours to ensure that all LV Group supplier and contractor template contracts and the LV Suppliers' Code of Conduct contain provisions requiring LV Group suppliers and contractors to adopt similar anti-modern slavery standards and practices.
Training and Awareness
LVM conducts regular training for its employees to ensure compliance with legal requirements across LVM. The training enables LVM to reduce business risk of non-compliance through efficient processes and reliable data and reporting. All documentation, policies and updates are provided for easy access via the employee portal for all employees.
It is mandatory for all LVM employees to familiarise themselves with this statement. It forms part of the induction training process for new employees. LVM’s aim is to eliminate any risk of Modern Slavery in its business operations and in its supply chains.
This statement is made pursuant to Section 54(1) of the Modern Slavery Act 2015 and constitutes LVM’s slavery and human trafficking statement for the financial year ending 31 December 2016.
The Board of Directors of LVM has approved this statement and it has been duly signed by the following director :
Michael Burke
President and CEO
Louis Vuitton Malletier
Date: June 28, 2017
Gender Pay Gap Reporting
For the purposes of this report, our gender pay gap is calculated using the approach required by the regulations, which compares the pay of males and females.
Mean Hourly Pay Differences – a gap of 10%
Median Hourly Pay Differences – a gap of 8%
Mean Bonus Differences – a gap of 16%
Median Bonus Differences – a gap of 26%
Exhibit LV Affiliates
PrintPLEASE FIND BELOW THE RESPECTIVE ROLES OF LOUIS VUITTON ENTITES WITHIN OUR LOUIS VUITTON GROUP OF COMPANIES WITH RESPECT TO THE PROCESSING OF YOUR PERSONAL INFORMATION
1. Louis Vuitton Malletier, having its registered office at 2 rue du Pont Neuf, 75001 France, registered with Paris registry of trade under number 318 571 064:
Louis Vuitton Malletier defines the strategic orientations in terms of direct marketing and profiling for Louis Vuitton group of companies. Louis Vuitton Malletier therefore receives personal information of clients and prospects from other Louis Vuitton retail affiliates, as well as information on how visitors use Louis Vuitton websites and applications. Based on such information, Louis Vuitton Malletier conducts as data controller surveys and statistics which are then shared with Louis Vuitton affiliates.
Louis Vuitton Malletier therefore acts as a data controller when your personal information is used:
- to send you commercial communications, including personalized communications;
- or statistics and analytics purposes and/or to send you satisfaction surveys.
Louis Vuitton Malletier also acts as data controller when your personal information is used:
- To provide you with services related to Louis Vuitton IOT products which you have purchased;
- For fraud prevention and security purposes
2. LOUIS VUITTON RETAIL AFFILIATES LOCATED WITHIN THE EUROPEAN UNION (“EU”)
When you purchase a Louis Vuitton product in our Louis Vuitton stores in the EU, on our EU Louis Vuitton websites or through our EU Client Service, the Louis Vuitton retail affiliate based in the country / region where your product is delivered acts as data controller:
- for the purpose of managing, completing and following-up on your order as well as
- for sending you commercial communications (including invitations to events) and allowing personalised communication between you and your sales advisor.
You will find below the list of Louis Vuitton entities acting as data controller within the European Union
Austria: LOUIS VUITTON ÖSTERREICH G.M.B.H., Seitzergass 2-4, 1010 Wien |
Italy: Louis Vuitton Division of LVMH ITALIA S.P.A., Largo Augusto 8, 20141 Milano |
Belgium : LOUIS VUITTON BELGIUM SA, 81 Avenue Louise, 1050 Bruxelles |
Luxembourg : LOUIS VUITTON LUXEMBOURG S.A.R.L., 2 Avenue de la Porte Neuve, L-2227 Luxembourg |
Czech Republic: LOUIS VUITTON CESKA S.R.O., Pařížská 1074/3, 11000 Praha 1 |
Netherlands: LOUIS VUITTON B.V., Pieter Cornelisz Hooftstraat 65 -67, 1071BP Amsterdam |
Denmark: LOUIS VUITTON DANEMARK A/S, 2 Amagertorv, 1160 Copenhagen K |
Poland : LOUIS VUITTON POLSKA SP. Z O.O., ul. Bracka 9, 00-501 Warszawa |
Finland : LOUIS VUITTON SUOMI OY, Pohjoisesplanadi 35, 00100 Helsinki |
Portugal : LOUIS VUITTON PORTUGAL MALEIRO, LIMITADA, Avenida da Liberdade 190, A, 1250-147 Lisboa |
France : SOCIETE DES MAGASINS LOUIS VUITTON – FRANCE SNC, 2 Rue du Pont Neuf, 75001 Paris |
Romania : LOUIS VUITTON ROMANIA, 90 rue Calea 13 Septembrie, The Grand Avenue – Secteur 5, 050726 Bucarest |
Germany: LOUIS VUITTON DEUTSCHLAND GMBH, Leopoldstrasse 8, 80802 Munich |
Ireland: LOUIS VUITTON IRELAND LIMITED, 6th Floor, South Bank House, Barrow Street, Dublin 4 |
Greece: LOUIS VUITTON HELLAS COMMERCIAL SOCIETE ANONYME, 19 Voukourestiou Street, 10673 Athens |
Spain: Louis Vuitton division of LVHM IBERIA SL, Isla de Java 33, 28034 Madrid |
Hungary: LOUIS VUITTON HUNGARIA, Andrássy út 24, 1061 Budapest |
Sweden: LOUIS VUITTON AKTIEBOLAG, Birger Jarlsgatan 5A, 111 45 Stockholm |
3. Louis Vuitton affiliates outside of the EU
Our Louis Vuitton retail affiliates within our Louis Vuitton Group of companies in the following countries / regions may access your personal information in order to provide you with the same quality of service wherever you chose to interact with Louis Vuitton around the world (ie when you travel and purchase LV products, or visit LV stores, overseas).
Transfer of your personal information to these countries / regions is possible either because these countries / regions are recognised by European Commission as providing adequate level of protection with respect to your personal information, or because Louis Vuitton Malletier has entered into European Commission Standard Contractual Clauses with its affiliates in these countries / regions, thereby ensuring adequate level of protection for your personal information.
Aruba |
Bahrain |
Brazil |
Canada |
Chile |
China |
Colombia |
Dominican Republic |
Guam |
Hong Kong |
Indonesia |
Israel |
Japan |
Jordan |
Kazakhstan |
South Korea |
Kuwait |
Lebanon |
Macau |
Malaysia |
Mexico |
Morocco |
New Zealand |
Norway |
Panama |
Philippines |
Qatar |
Russian Federation |
Saipan |
Saudi Arabia |
Singapore |
South Africa |
Switzerland |
Taiwan |
Thailand |
Turkey |
Ukraine |
UAE |
UK | USA |
Vietnam |