Matière Noire

QUICK FACTS

• • Additional validation may be required for some orders and can delay delivery; once your order has been processed, you will receive an email confirming your order has shipped
• • Shipping timing begins when you receive the shipping confirmation email
• • To track your order, visit MY ORDERS in your MyLV account or click the tracking link in your shipping confirmation email. All delivery tracking is available from when you receive the shipping confirmation email
• • Please note that once your order is confirmed, we are unable to alter the delivery address

SHIPPING FEES & TIMING

Standard

• • Fee: Complimentary for all orders
• • Delivery Timing: 3-5 business days from the time you receive shipping confirmation email
• • Exceptions:
• o If a standard order is placed on a Friday or over the weekend, the earliest it will ship is Monday
• o Additional validation may be required for all orders and can delay delivery

Express

• • Fee: £20 | Complimentary for orders over £2,000
• • Delivery Timing: 2-3 business days from the time you receive the shipping confirmation email
• • Exceptions:
• o If an order is placed on a Friday or over the weekend, the earliest it will ship is Monday
• o Additional validation may be required for all orders and can delay delivery

Premium

• • Fee: £30
• • Delivery Timing: 2 business days, delivered before 10:30 AM (order by 12 PM. Orders placed after 12 PM will be processed the following business day)
• • Exceptions:
• o Orders placed after 12 PM, on the weekend, or during holidays will be processed the following business day
• o This service is unavailable for some postcodes
• o Additional validation may be required for all orders and can delay delivery

Collect in Store

• • Fee: Complimentary for all orders
• • Delivery Timing: 2 business days
• • How to Collect in Store: 2 business days
• o Notification: You will receive an email and text message notification confirming when your order is ready to be collected from the store
• o To collect your order from a store, you will be required to show:
  1. 1. Confirmation e-mail
  2. 2. Official photo ID (passport or driving license)
  3. 3. Payment card used for the order
• • Exceptions:
• o If a standard order is placed on a Friday or over the weekend, the earliest it will ship is Monday
• o Additional validation may be required for all orders and can delay delivery
• o If someone else is collecting on your behalf, please make sure the bring:
  1. 1. Confirmation email
  2. 2. Letter of authorisation that permits this person to collect on your behalf
  3. 3. Official photo ID (passport or driving license) of the purchaser
  4. 4. Official photo ID (passport or driving license) of the person collecting
  5. 5. Original method of payment or PayPal confirmation
• o If you are picking up a Ready-to-Wear item, please note not all Louis Vuitton locations offer fitting rooms and alterations. To find a location that offers these services, please check our STORE LOCATOR for a list of stores that carry Ready-to-Wear
• o The store will keep your order for 15 days, after which your order will be cancelled and returned, and your original method of payment will be refunded (except for personalised items)

Mon Monogram, Mon Damier Graphite, My LV World Tour, and Now Yours Shoes/Ready-to-Wear Products

• • Fee: Please allow up to 8 – 12 weeks for delivery of these personalised products
• • Delivery Timing: 2-3 business days from the time you receive the shipping confirmation email
• • Exceptions: Express, Overnight and Same Day delivery is not available. Additional validation may be required for all orders and can delay delivery

Fragrances

• Please note that we are unable to deliver fragrance with express shipping to the following Isles: Wight, Scilly, Shetland, and Man. Fragrances will be delivered via complimentary standard instead

Please Note

• • All orders containing a ready-to-wear item and an item of another category will be shipped in 2 parcels; you will receive 2 tracking numbers that might lead to different delivery times
• • Our delivery courier is UPS. Delivery estimates are indicative only and subject to the acceptance and approval of your order. Working days are defined as Monday to Friday 8am to 6pm, excluding public holidays in the UK and France. Please note that deliveries can take longer in certain areas such as Isles or the Highlands or if your order required additional validation

Payments are accepted via credit card, debit card, or PayPal with a valid billing and shipping address*. Accepted credit cards are Visa, American Express, and Mastercard. Bank Transfers are also accepted; in order to pay by Bank Transfer, please contact our Client Services at +44 20 7998 6286. Please note that processing purchases by Bank Transfer can take up to 6 business days.

When placing an order, your billing address must correspond to the address of your credit card, or we will not be able to process your order.

All transactions are secured. The Louis Vuitton website is provided with an SSL encryption system to protect personal and payment data.

*Billing address must be from one of the following countries: UK, Spain, Italy, Germany, France, Greece, Finland, Czech Republic, Estonia, Croatia, Monaco, Sweden, Slovakia, Lithuania, Netherlands, Portugal, Ireland, Belgium, Luxembourg, Austria, Bulgaria, Denmark, Latvia, Hungary, Romania, Slovenia, Poland, Norway, Switzerland.

QUICK FACTS

• • Complimentary exchanges & returns within 30 days
• • Refunds will be made to the original purchaser, in the original method of payment, and are available for purchases made in the UK only
• • Item must be in perfect condition, unworn
• • Original packaging with any related accessories, instructions booklets, labels, protective covers, leaflets, or boxes
• • Perfume products must be returned in their original packaging (and in particular the crystal film covering the perfume box must still be sealed)
• • No exchanges and returns for personalised items
• • No exchanges and returns for swimwear or earrings for hygienic reasons
• • Watches & jewellery cannot be refunded unless purchased online or over the phone

RETURN YOUR ORDER

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

In store

• • Items purchased online from the UK website or via our Client Services can be returned to any Louis Vuitton store in the UK, except for Harrods and Heathrow
• • Refunds may take up to 14 days to be processed, once the item has returned to our eCommerce warehouse

Over the phone

• • Call Client Services at +44 20 7998 6286 to notify us of the return
• o You can choose to have a complimentary pick-up or drop your parcel at the nearest UPS drop-off point
• o You will receive an email confirming your return request, as well as all pick-up details in the event of a collection, and a delivery label if you have selected to drop your item off
• o Your cancellation will be effective from the date you call
• • Prepare the parcel
• o Place your item(s) in the original Louis Vuitton packaging and seal the parcel
• • Adhere the shipping label to your parcel (in the case of a drop-off)
• o You will receive the label within 24 hours of contacting Client Services
• o Cover the original address label with the new pre-paid label received by email
• o Securely seal your parcel using the adhesive strip on the inside of the original box
• • Hand parcel over to the carrier (in the case of a UPS pick-up) or deliver your parcel to the carrier
• o Hand the sealed parcel over to the UPS driver in the case of a scheduled pick-up or drop your parcel off at any UPS store or pick-up location

Online

• • Connect to your MyLV Account
• o Request a return from the My Orders tab
• o Follow the steps to request a return, and a pre-paid shipping label will be emailed to you within 24 hours
• • Prepare the parcel
• o Place your item(s) in the original Louis Vuitton packaging and seal the parcel
• • Adhere the shipping label to your parcel
• o Cover the original address label with the new pre-paid label received by email
• o Securely seal your parcel using the adhesive strip on the inside of the original box
• • Deliver your parcel to the carrier
• o Drop your parcel off at any UPS store or pick-up location

EXCHANGE YOUR ORDER

• • Items purchased online from the UK website or via our Client Services can be exchanged by calling Client Services at +44 20 7998 6286 or in any Louis Vuitton store in the UK except for Selfridges, Harrods, Heathrow and Westfield
• • Please note that only returns can be requested online; exchanges must be done in store or over the phone

By Telephone:

+44 20 7998 6286

On Social Networks:

Tweet us @LVServices

Opening Hours:

Monday to Saturday: from 10am to 8pm
Sundays: from 10am to 6pm