WHO WE ARE

 

We are Louis Vuitton UK Limited. Our registered office is at c/o Browne Jacobson, 6 Bevis Marks, London EC3A 7BA.   Louis Vuitton is a company registered in England and Wales under company number 01633350.   You can contact us by speaking to our instore assistants, 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.

 

Refund & exchange policy:

 

New and unused products, in pristine condition, accompanied by original receipt and tax-free form (if any and if the tax has not been refunded), can be returned for exchange or store credit or refund within 30 calendar days from the date of purchase, in the conditions set out below.

 

Personalised products, high jewellery and high watches, products from batches (“kits”) returned independently of the complete batch (“kit”), earphones, swimwear and earrings cannot be returned. Fragrance must be returned in sealed packaging (and only in the country where it was purchased) and exotic products must be returned with their 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. In addition, refunds are not available for (i) store credits ; (ii) gift certificates ; (iii) products purchased with store credits ; and (iv) 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 if and only if accompanied with original receipt, packaging, warranty and product certificates jewellery

 

With the exclusion of any airport worldwide, returns will be accepted (i) for exchange or store credit in any Louis Vuitton store in  the U.K. and abroad with the exception of Brazil, China, Colombia, India, Jordan, Kazakhstan, Lebanon, Mexico, the Dominican Republic, Russia, Taiwan, Thailand, Turkey, Ukraine, Vietnam, as well as stores located in Harrods, Selfridges and Westfield in the UK, and only under specific conditions in Korea where specific regulations apply; or (ii) for refund, exclusively in any Louis Vuitton free standing store (i.e., excluded any stores located in department stores, airports, etc.) located in the U.K., in the original method of payment to the original client. For exchange and store credits, in case the price of the product and/or currency in the country in which the product is returned differs from its price and/or currency in the country where it was purchased, the exchange or store credit will be exclusively based on the price and currency in the country where the product is returned.

Refunds in cash (for returns and any other reasons under these terms) are 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 your legal rights for lack of conformity of products and may be subject to other conditions or limitations in other countries.

For more details, please contact our sales staff.

ORDER ACCEPTANCE AND DELIVERY:

 

Please note that our acceptance of your order will take place when we confirm to 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.  The risk of damage passes to you upon delivery of the product, and the ownership of the product passes to you upon full payment of the product.

 

 You expressly accept that the delivery of the product that you have ordered is subject to its availability in our stocks. We reserve a right to terminate the contract, if the product is not available. 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 reimbursement of any amount paid to us. Louis Vuitton does not accept any liability in relation to such cancellation.

 

Should the product be available, the product will be ready for pick-up in store within a maximum period of 30 days following the date of the order, 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.) and/or in case of delay caused by an event outside Louis Vuitton’s control.

 

Please note that you (and not someone else on your behalf) must collect the product within 14 days from the date of our pick-up notice. After the expiry of this term, we cannot guarantee the availability of the product and we reserve the right to cancel the contract between us. If the product is no longer available, you have the right to the full reimbursement of the amount paid to us.   

 

• In case of order with home delivery:

 

Please note that Louis Vuitton does not deliver to addresses outside the UK, nor to P.O. box, hotels or business premises.

You expressly consent to the full payment in advance of the product.

 

You expressly accept that the delivery of the product that you have ordered is subject to its availability in our stocks. We reserve a right to terminate the contract, if the product is not available. 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 reimbursement of any amount paid to us. Louis Vuitton does not accept any liability in relation to such cancellation.

Should the product be available, the product will be delivered at the address you have indicated in the order form (the “Address”).  Delivery dates and times communicated to you will be estimates only unless otherwise specified.  Louis Vuitton will ensure your products are delivered to you within a maximum period of 30 days from the date of your order, unless you have agreed to a longer delivery time. Longer periods may apply for some kinds of products (exotic leathers, exclusive and fashion collection, etc.) and/or in case of delay caused by an event outside Louis Vuitton’s control.

If, at the time of delivery, the packaging is damaged, the package has to be opened in the presence of the carrier in order to verify the condition of the product and note the details of damage, if any, on the delivery note; finally, please contact our sales staff to let them know of any damage to the product as soon as possible.

After 3 unsuccessful attempts to deliver the product at the Address, the product will be returned to Louis Vuitton and Louis Vuitton will have a right to terminate the contract, and you will have only the right to the reimbursement of any amount paid to us.

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 14-day term ;

·         In case of home delivery: the last attempt to deliver the product.

 

A reimbursement of a cash payment (or in any other form where we are not able to automatically proceed with the refund on the original method of 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 – PROHIBITED BEHAVIORS:

The products are sold exclusively to final customers, individuals (consumers) 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 availability of our products, Louis Vuitton limits the quantity of products that can be purchased as follows:

• Per day: no more than 3 leather goods (including small leather goods), 3 accessories, 3 perfumes and/or 3 pairs of shoes.

• Within 4 consecutive weeks a client cannot: (i) purchase more than 6 Leather Goods (including Small Leather Goods), 6 Accessories, 6 Perfumes, 6 Pairs of Shoes or 6 pieces per type of Ready to Wear; (ii) purchase more than 2 of the same identical products; and/or (iii) conduct more than 8 transactions of all kinds of products.

• Within 12 consecutive months: no more than 12 leather goods (including small leather goods), 12 accessories, 12 perfumes, 20 pairs of shoes or 20 articles of ready to wear.
  
   

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, 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 LOUIS VUITTON | Select Your Country/Region.

MEANS OF PAYMENT:

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

Louis Vuitton informs you that:

 

(i)                  Payments by cheque, corporate card, business card, anonymous credit or debit card, by Bitcoin or any other types of cryptocurrency are not accepted;

 

(ii)                 For payments by nominative credit or debit card or mobile payment service (e.g., Apple Pay), Louis Vuitton may first request an original identity document from the cardholder or the user of the mobile payment solution to confirm their identity;

 

(iii)               Moreover, for payment over £750 and/or international cards, the signature of the receipt (or credit/debit card receipt) may be requested by Louis Vuitton and Louis Vuitton may require the production of an original identity for comparison of the elements of identity mentioned on the original identity document and those mentioned on the payment method;

 

(iv)               Payments by bank transfer are accepted, provided that the bank account is opened in the name of the client, in the U.K. Louis Vuitton will request from the holder of the account the production of an original identity document.

 

(v)                 The delivery Payments by cash are limited to £8,000 over a period of 90 days.

 

Identity document means an original passport or national identity card.

Photographs on electronic devices or photocopies of identity documents are not accepted.  

Identity documents are also required for the processing of tax refunds (passport only) and, as the case may be, to allow Louis Vuitton to fulfil its obligations in accordance with the applicable law (notably as part of anti-money laundering regulations).

 

DEFECTIVE PRODUCTS:

 

If your product is not:

(i)                  of satisfactory quality (i.e do not meet the standards required by applicable laws) ;

(ii)                 fit for the purpose for which they are sold by Louis Vuitton at the time of purchase ;

(iii)               as described ; or

(iv)               a match materially match with a sample or model previously examined ;

 

you may:

(x)                 within 30 days of owning the product, return the product for a full refund or have the product repaired or replaced ;

(y)           within 6 months of owning the product, have the product repaired or replaced ; or

(z)           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.  Excluded from the legal warranty is (i) damage resulting from accidents, mishandling or improper or abusive use (notably considering the normal use of the product) including shocks, blows, crushing, abrasions, etc. ; (ii) damage resulting from alteration caused by direct and prolonged exposure to sunlight and / or high temperatures ; (iii)  damage resulting from modification or repair not carried out by Louis Vuitton ;  (iv) the consequences of normal wear and tear ; and (v) the loss or theft of the purchased product.

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 AND JURISDICTION:

 

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.

 

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SPECIFIC CONDITIONS OF SALE APPLICABLE TO PERSONALISED ORDERS AND MADE TO ORDER PRODUCTS

 

Louis Vuitton offers the option to customise products (the "Personalised Orders") and/or to place made-to-measure or specific request order (the "Made-to-Orders"). The Specific Terms and Conditions of Sale applicable to these orders are detailed below. All provisions of the General Terms and Conditions above which are not modified by these Specific Terms and Conditions of Sale shall apply.

 

A - ORDERING TERMS

 

When placing a Personalised Orders or Made-to-Order:Personalised

 

• A deposit (or an advanced payment) will be required to confirm the order. The order is subject to confirmation of the availability of the products or of the necessary raw materials by Louis Vuitton, within a maximum period of 21 days from order date. In the event of unavailability of the product ordered or the raw materials, notably due to raw materials shortage, the Client will be informed within this period. The Personalised Orders or Made-to-Orders will be cancelled, and the Client will receive a refund. During the aforementioned confirmation period, you will not be entitled to cancel your order. You will have the right to cancel your order if Louis Vuitton neither confirms nor cancels it within this period.

 

• Louis Vuitton will provide you with an estimate delivery date.

 

• Louis Vuitton will ask you to provide the necessary contact information to notify you when your order is ready.

 

• You are responsible for ensuring that all measurements or information provided Personalised by you is correct.  Louis Vuitton will not be responsible for any errors in the information provided by you. 

 

When collecting the Personalised Order or Made-to-Order, you will be requested to present the original of your identity document as well as the payment balance, if applicable. Louis Vuitton will remain the owner of the product until the latest of (i) full payment of the product or (ii) its collection by you.

 

In any case, all intellectual property rights attached to the product will be solely vested in Louis Vuitton notwithstanding the payment of the price of the product.

 

Once Personalised Orders or Made-to-Orders are available, they must be collected in store within 6 months following the notification to you that your product is available for collection in-store.  After this time,  Louis Vuitton may apply storage costs, may dispose of the product in any way it sees fit, and may retain all sums paid by you in relation to the product.

Therefore, Article REFUND & EXCHANGE POLICY of the General Terms and Conditions above does not apply to such products.

 

B - RETURN OF PERSONALISED ORDERS AND MADE-TO-ORDER PRODUCTS

 

Given their personalised and/or made-to-order nature, the products referred to in these Special Terms and Conditions cannot be returned.