Instore terms and conditions of sale

RETURN AND EXCHANGE POLICY:

New and unused products in pristine condition, accompanied by the original receipt and tax-free form (if any and if the tax has not been refunded), can be returned for exchange, store credit or refund within 30 days from the date of purchase (with the exclusion of Harrods, Selfridges, Westfield and our airport stores, where Louis Vuitton will adopt their respective Return and Exchange Policies), in the conditions set out below.

Personalised products, high jewellery and high watches, swimwear and earrings cannot be returned. Fragrances must be returned in sealed packaging and exotic products with original CITES certificate. In addition, refunds are not available for store credits, gift certificates, products purchased with store credits and products purchased with gift certificates.

Watches and jewellery can be returned only after expert verification by Louis Vuitton, in stores carrying the relevant product offer and only if accompanied with original receipt, packaging, warranty and product certificates.

With the exclusion of Harrods, Selfridges and Westfield in the UK and any airport store globally, returns will be accepted (i) for exchange or store credit in any Louis Vuitton store in the world excluding stores located in Brazil, China, Colombia, India, Jordan, Kazakhstan, Lebanon, Mexico, the Dominican Republic, Russia, Taiwan, Thailand, Turkey, Ukraine and Vietnam and only under specific conditions in Korea where specific regulations apply ; or (ii) for refund, exclusively in Louis Vuitton stores located in the UK.

Refund will be made to the original method of payment and to the original client. Refund in cash (for returns and any other reasons under these terms) will be subject to compliance with the limits of payment in cash provided for by the laws of England and Wales.

Where products are exchanged, if the new sale is for a higher price, the price difference must be paid by you before the replacement product is provided. If the new sale is for a lower price, Louis Vuitton will, at its discretion, either (i) issue a store credit to you for the difference (but not for delivery charges, if any); or (ii) refund you for the difference (but not for delivery charges, if any) by the method you used for payment.

This return policy is in addition to the rights arising from the legal guarantees of defective products and hidden defects and may be subject to other conditions or limitations in countries outside of the UK.

ORDER ACCEPTANCE AND DELIVERY:

Please note that our acceptance of your order will take place when we tell you that we are able to provide you with the product(s).

Please note that we only accept orders from customers aged 18 and over and that products may vary slightly from their pictures shown to you from catalogues or digital media.

If you have any questions or complaints about a product, please contact our Client Service Team by phone at +44 207 998 6286 or by email at uk@contact.louisvuitton.com.

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.

- In case of order with pick-up in store

You expressly consent to the full or partial payment in advance of the product. You will own the product on collection of the product or payment in full, whichever the latest.

The delivery of the product that you have ordered is subject to its availability. Should the product not be available, we will inform you no later than 30 days from the date of your order and you will be entitled to the refund of any amount paid to us. Should the product be available, the product will be ready for pick-up in store within a maximum period of 30 days, and we will inform you when the product will be ready for collection from the specified store. Longer periods may apply for some kinds of products (exotic leathers, exclusive and fashion collection, etc).

Please note that you must collect the product within 30 days from the date of our collection notice. After the expiry of this term, we cannot guarantee the availability of the product. If the product is no longer available, you have the right to a full refund.

- In case of order with home delivery

Please note that Louis Vuitton do not deliver to addresses outside the UK, nor to P.O. box or business premises. You expressly consent to the full payment in advance of the product. You will own the product on delivery of the product or payment in full, whichever the latest.

The delivery of the product that you have ordered is subject to its availability. Should the product not be available, we will inform you no later than within 30 days from the date of your order and you will be entitled to the refund of any amount paid to us.

If the product is available, it will be delivered at the address you have indicated in the order form (the “Address”) within a maximum period of 30 days from the date of your order. Longer periods may apply for some kinds of products (exotic leathers, exclusive and fashion collection, etc) which you will be informed of prior to placing an order.

If, at the time of delivery, the package is damaged, the package must be opened in the presence of the carrier in order to verify the condition of the product and any damage noted on the delivery note. Please contact our sales staff if the product is damaged on delivery.

After 3 unsuccessful attempts to deliver the product at the Address, the product will be returned to Louis Vuitton and you will be entitled to a full refund only.

If Louis Vuitton misses the delivery deadline for any products, then you may treat the contract as at an end straight away if any of the following apply:

• Louis Vuitton has failed to deliver the product or to make it available for collection by you ;
• Delivery or collection by you within the delivery deadline was essential (taking into account all the relevant circumstances) or you told us before we accepted your order that delivery within the delivery deadline was essential.

If you do choose to treat the contract as cancelled for late delivery, you can cancel your order and you will be entitled to a full refund.

If delivery of the products is delayed by an event outside Louis Vuitton’s control, then Louis Vuitton will contact you as soon as possible to let you know and Louis Vuitton will take steps to minimise the effect of the delay. Provided Louis Vuitton does this, Louis Vuitton will not be liable for delays caused by the event. If there is a risk of substantial delay you may contact us to cancel your order and you will be entitled to a full refund.

Louis Vuitton will complete a reimbursement to the original method of payment within 14 days following date of the notice confirming non-availability of the product or from:

• In case of pick-up in store: the expiry of the collection 30-day term ;
• In case of home delivery: the last attempt to deliver the product.

A reimbursement of a cash payment will be carried out exclusively at the Louis Vuitton store where you ordered your product, in your presence, within a 6-year period from:

• In case of pick-up in store: the date of the notice confirming non-availability of the product or from the expiry of the collection 30-day term ;
• In case of home delivery: the date of the notice confirming non-availability of the product or the last attempt to deliver the product.

SALES LIMITATION POLICY:

The products are sold exclusively to final customers, individuals, for their personal use or as a gift. Any professional activity and in particular any resellers or intermediaries acting in the name and on behalf of resellers is forbidden.

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) per transaction, with no more than 2 identical products per such transaction. Also you cannot, within 4 consecutive weeks, (i) buy more than 6 leather goods (including small leather goods), or (ii) buy in more than 3 different LV stores (physical or online) in the worldwide network, or (iii) conduct more than 8 transactions of all kinds 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. If you do not comply with the above limitations, our sale advisors may refuse any order or transaction with you for a period of 2 years from your last purchase. The same will apply in the event of a fraudulent or abnormal order or transaction, or in the event of a dispute relating to a previous transaction or one that does not comply with these terms and conditions. To ensure the observance of those restrictions, Louis Vuitton Malletier, 2, rue du Pont-Neuf - 75001 Paris, France processes your purchase history. In the conditions set forth by the law, you have a right to access, rectify and delete your personal data and a right to restrict or object to their processing, by contacting personaldata@louisvuitton.com. For more information on the processing of your personal data and/or your rights as a data subject, please read our privacy policy in store or on louisvuitton.com.

MEANS OF PAYMENT:

By entering into a transaction with Louis Vuitton, you acknowledge that you have been, are and will remain in compliance with applicable national and international laws and regulations designed to criminalise bribery, money laundering and terrorist financing or any other dishonesty.

Louis Vuitton informs you that:

1. We do not accept payments by cheque, by corporate card, by business card, anonymous credit card, virtual credit card cards, mobile wallets, prepaid cards, Bitcoin or other types of crypto currency ;
2. For payment by physical credit card or by mobile payment service (e.g. Alipay, Apple Pay, etc.), we will require the production of an original identity document from the cardholder or the user of the mobile payment solution for comparison of the elements of identity mentioned on the original identity document and those mentioned on the payment method ;
3. For payment by physical credit card or by mobile payment service (e.g. Alipay, Apple Pay, etc.) over £750, in addition to the above, the signature of the receipt (or credit card receipt) is mandatory ;
4. We accept payments by bank transfer provided that the bank account is in the name of the client, but before we complete the sale, we will require an original identity document in the name of the bank account holder. Where payment is made by bank transfer, delivery will not take place until we have received cleared funds ;
5. Payments by cash are limited to £8,000 over a period of 90 days.

Identity document means an original passport or bilingual national identity card or a photocard driving licence. We regret that photographs of identity documents on smartphones or photocopies of identity documents are not accepted. Identity documents are also required for the processing of tax refunds and collection of orders with pick-up in store.

DEFECTIVE PRODUCTS:

If your product is not:

1. of satisfactory quality (i.e do not meet the standards required by applicable laws) ;
2. fit for a particular purpose made known to Louis Vuitton at the time of purchase ;
3. as described ; or
4. does not match materially match with a sample or model previously examined ;

you may:

1. within 30 days of owning the product, return the product for a full refund or have the product repaired or replaced ;
2. within 6 months of owning the product, have the product repaired or replaced ; or
3. within 6 years of owning the product, the product may be repaired or replaced only if you can prove fault at the time the product was purchased.

These rights are subject to the proper use and care of the products by you. Louis Vuitton does not exclude or limit in any way its liability to you where it would be unlawful to do so. This includes liability for breach of your legal rights in relation to the product and defective product under the Consumer Rights Act 2015.

In addition to the legal rights mentioned above, you may benefit from the commercial guarantees offered by Louis Vuitton for certain products.

MEDIATION:

Mediation is an alternative dispute resolution 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 request that mediation is followed before starting court proceedings.

APPLICABLE LAW:

These terms are governed by English law, and you can bring legal proceedings in respect of the products in the courts of England and Wales. 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.