LEGAL & PRIVACY

Our General Terms of Sale 

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.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 Applicable version of the terms. These terms are applicable for the respective order you make when accepting them. We reserve the right to amend these terms in the future in our sole discretion. You will need to accept the potential future version of the terms for any potential future orders you make. Future amendments have, however, of course no impact on any orders placed or contracts already concluded.

1.4 Contract language. The language of the contract is English.

2 Information about us and how to contact us

2.1 Who we are. We are Louis Vuitton (Singapore) Pte Ltd. Our registered office is 391A Orchard Road #13-01 Ngee Ann City Tower A Singapore 238873 and we are registered under company number 198400487H. 

2.2 How to contact us. Should you require information or help, please contact our Client Services Team at +65 6788 3888 (local rate), Monday-Sunday 10:00am – 8:00pm (including Public Holiday) or by sending us an email using singapore@contact.louisvuitton.com or our EMAIL US contact form in the CLIENT SERVICES 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 goods made to your specifications or clearly personalised, for example, orders through our “My LV Heritage”, hot stamping service, or engraving service.

3.3 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;

3.4 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. Your product may vary slightly from those images, but only to the extent this is reasonable for you, particularly because such deviation is insignificant and objectively justified.

4 Placing orders and our contract with you

4.1 Placing orders. Our acceptance of orders is subject to availability. Orders can be placed as follows:

4.1.1 By telephone: Orders can be placed in English or other languages accepted by our Client Service team by calling +65 6788 3888 (local rate), Monday-Sunday 10:00am – 8:00pm (including Public Holidays).

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

4.2 We only deliver in Singapore. Unfortunately, we do not deliver to addresses outside Singapore, nor care of a hotel, PO Box addresses or to 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 final customers. Your order on our Website or by telephone must have no direct relationship with a business activity and must be strictly limited to your personal use. Therefore we may decide to refuse acceptance of orders of any orders that, in our sole discretion, do not seem to be for personal use including orders that we deem to be of too high a quantity of any item delivered to the same purchaser and/or to the same postal address.

4.5 Sales Limitation Policy

4.5.1 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 customers cannot, within 4 consecutive weeks, (i) buy more than 6 leather goods products (including small leather goods products), or (ii) buy in more than 3 different LV stores in the worldwide network, or (iii) conduct more than 8 transactions of all kind of products, whether the transactions are conducted at our physical stores or online stores. In any case the total number of purchased leather goods (including small leather goods products) will not exceed 12 products within 12 consecutive months.

4.5.2 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 clients advisors 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

4.6 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 provided are correct.

4.7 Placing an order: 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. All orders placed are offers to us and are valid for a minimum of 14 days.

4.8 Back orders. Orders that are not currently in-stock may be identified on our website as requiring "additional delivery time" (i.e. a back order). Subject to Condition 5.7 below, you may be able to place a back order for such products.

4.9 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.

4.10 How we will accept your order. Our acceptance of your order will take place when we email you and tell you we have accepted it or when we actually start shipping the products to the delivery address, at which point a contract will come into existence between you and us.

4.11 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing. This might be because the product is out of stock, because the pre-authorisation hold for your back order was insufficient or unable to be made, 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 considered to be fraudulent or otherwise made in breach of these Terms of Sale. In such case, you will be notified in Writing and we will not charge you for the product(s).

4.12 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 Singapore Dollars (SGD) which includes GST (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 5.3 for what happens if we discover an error in the price of the product you order.

5.2 We will not provide GST-refund services. We do not provide GST-refund service in any selling points including stores, online or customer services for orders placed on our Website or by telephone.

5.3 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 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.

5.4 How you must pay. We accept payment by credit card (Visa, MasterCard and American Express) issued by banks domiciled in Singapore, or other payment methods as they become available from time to time by notice on our Website. We will place on our Website details of other payment methods as they become available from time to time. Payment must be made in Singapore Dollars (SGD). In case of a payment by bank transfer, we will send you Louis Vuitton’s bank details by email. To prevent fraud and to ensure the security of your purchases, you will not be able to modify the delivery address once an order has been placed and payment has been processed. Please carefully review and confirm your delivery address before proceeding.

5.5 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. If we cancel your order before delivery is completed, we will refund any payments received within 14 business days.

We will inform you by email once the Products have been dispatched.

5.6 Failure to pay. If your payment cannot be processed for any reason (including, for example, stopped payment, refusal by the issuer of the card), we may cancel your orders.

5.7 Payment for back orders.

5.7.1 Pre-authorisation holds. We require and apply a pre-authorisation hold for the full purchase price of your back order to your nominated payment credit card, or debit card if that is available through the online payment processor such as PayPal. The amount placed on hold will not be available to you during the period of the pre-authorisation hold. The hold will expire in accordance with your issuing bank's policy or when we complete the transaction and despatch the Products to you, whichever is earlier.

5.7.2 Maximum period of pre-authorisation holds. The maximum authorisation hold period varies depending on your payment method. These time periods are determined by your issuing bank and may change from time to time.

5.7.3 If a pre-authorisation hold expires before the Products are back in stock, we may not be able to complete the transaction and your order will be cancelled. We will use reasonable endeavours to notify you via email or telephone of this.

5.7.4 To the extent permitted by law, we accept no liability for any unavailability or delay relating to Products that are placed on back order.

5.7.5 Where Products placed on back order return to stock and the pre-authorisation hold has not expired, your nominated credit or debit card will be debited for the full purchase price and we will arrange for the Products to be delivered to you in accordance with these terms.

5.8 Security measures.

5.8.1 Payments through our Website are managed on-line with the relevant banking organisations through facilities offered by Adyen, a third party based in the Netherlands which enables us to accept and manage payments, mitigate fraud, and secure payment data. Your personal data 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 Adyen exclusively for the purposes of providing fraud screening services to us, as further detailed in our Privacy Policy. If you do not wish for your personal data to be disclosed and used in this way, we will be unable to accept orders placed by you.

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 data supplied by you during the order process against appropriate third party databases. In performing these checks, personal data provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that data 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 fraudulent or otherwise made in breach of this Terms of Sale, we are entitled to cancel the sale immediately, and in the event that any sums have already been debited from you and delivery has not been completed, they will be refunded within 14 business days after such notification.

5.9 Address change restriction. To prevent fraud and to ensure the security of your purchases, you will not be able to modify the delivery address once an order has been placed and payment has been processed. You are advised to carefully review and confirm your delivery address during the checkout process. You may still initiate cancellations and returns in accordance with Condition 8 below. Should you require information or help, please contact our Client Services Team at the details provided at Condition 2.2.

6 Providing the products

6.1 Delivery costs. The costs (if any) of delivery will be as displayed to you on our website or notified to you over the phone, before you place your order. Currently, we offer all delivery services (namely, Standard, Express and Premium delivery) on a complimentary basis. However, we reserve the right to charge you for delivery in the future, by giving you notice on our website or over the phone.

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" 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 (including delivery costs).

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 and without negligence on our side, 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 unreasonable 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 are entitled to end the contract. In this case, the products will be returned to us and we will refund any sums you have paid to us for the cancelled order.

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 delivery confirmation email, official photo document 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 photo document, their own photo document 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.

If for any reason you do not wish to comply with the procedures set out in this Condition 6.5, we regret that you will not be able to use our Click & Collect service.

6.6 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note asking you to contact our Client Service team in order to arrange an alternative delivery date.

6.7 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and Condition 10 will apply.

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

6.8.1 you may arrange for products to be delivered to a third party of your choice, provided always that the delivery address satisfies the requirements of Condition 4.2 above;

6.8.2 if you choose our Click & Collect Service, the third party may collect the products from one of our stores offering the Click & Collect service, but the third party will need to provide the documents set out in Condition 6.5.2.

6.9 Your legal rights if we deliver products late. You have legal rights if we deliver any products late or we are late in making the products available for collection. If we miss the delivery or collection deadline for any products then you may treat the contract as at an end straight away and cancel your order for any of the products or reject products that have been delivered. If the products have been delivered to you, you must allow us to collect them from you. We will pay the costs of or collection.

6.10 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 you are entitled to your statutory rights, including warranty rights. Nothing in this Condition affects your statutory warranty rights.

6.11 When you become responsible for the products. The products will be your responsibility from the time we deliver them to the address you gave us or, if you choose to collect your products from one of our stores offering the Click & Collect service, when you collect them from us.

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

6.12.1 Once we have received payment in full;

6.12.2 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 (withdrawal right) described in Condition 8, which all remain unaffected by this Condition 7, we operate an exchange policy for our customers in respect of items delivered (but not for Personalised Products), subject to the conditions below.

7.2 Within 30 days after the date of delivery, you may exchange the items in question by using one of the two methods below except in the case of perfume products where the exchange may only be made as described in Condition 7.2.2. Please note that products must be returned in their original packaging, complete with any related accessories or instruction booklets, labels, protective covers and boxes, together with the original invoice and the Return Voucher. In the case of perfume products which have been sealed for health protection or hygiene purposes, the seal on the film covering the perfume box must not have been broken. You may:

7.2.1 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;

7.2.2 Exchange your products within our stores in Singapore or abroad (but not in Brazil, China, Colombia, India, Jordan, Kazakhstan, Lebanon, Mexico, Mongolia, the Dominican Republic, Russia, Thailand, Turkey, Ukraine and Vietnam. Special regulations apply in Korea and Taiwan) except that perfume products may be exchanged within our stores in Singapore only.

7.3 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 which have been sealed for health protection or hygiene purposes, where the seal on the film covering the perfume box has been broken. You must take reasonable care of products if you wish to exchange them. For shoes in particular, we recommend that you try your Louis Vuitton shoes on a clean floor which will not alter the sole, such as a carpeted surface.

7.4 Where products are exchanged, we will end the original contract and your payment will be applied to the sale for the new items. If the new sale is for 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 new sale is for a lower price, we will refund you for the difference (but not for any delivery charges) by the method you used for payment.

7.5 If products are exchanged using our collection and delivery service, the new sale will be subject to these terms.

7.6 You may exchange products which you have received only once within 30 days after the date of delivery.

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 8.3.

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 (without limiting your statutory rights):

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 unreasonably 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).

8.3 Exercising your right to change your mind (withdrawal right). Subject to Condition 8.4.1 below, you have the right to withdraw from this contract within 30 days without giving any reasons. The withdrawal period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or of the last good.

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

8.4.1 Personalised Products;

8.4.2 Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, such as earrings and swimwear, or perfume if the film covering the perfume box has been broken.

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 exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form in the Schedule below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. You may choose one of the following options. The same contact options are also available in other cases of possible termination of the contract:

9.1.1 Phone or email or online. Call our Client Service or email us using the EMAIL US contact form in the Client Service section of our 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 form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

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

9.3 Returning products after ending the contract:

9.3.1 If you end the contract for any reason after products have been dispatched to you or you have received them, we provide a complimentary collection service and you must allow us to collect the item(s) you wish to return from your preferred address. Please call our Client Service team or email us by using the EMAIL US contact form in the Client Service section of our Website to arrange collection.

9.3.2 You must return the products in 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.

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

9.4.1 if the products are faulty or misdescribed;

9.4.2 if you are ending the contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or

9.4.3 if you are exercising your right to change your mind by way of our complimentary collection service.

In all other circumstances you will have to bear the direct cost of returning the goods.

9.5 How we will refund you. If you withdraw from this contract pursuant to Condition 8.1.1 and 8.1.2, we shall reimburse to you all payments received from you, including the costs of delivery (if applicable, provided that we will not reimburse you for any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us if we impose any delivery charges in the future), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. 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 pursuant to Condition 8.1.3, you are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. For shoes in particular, we highly recommend that you try your Louis Vuitton shoes on a clean floor which would not alter the sole, such as a carpeted surface. Please note that the amount of the reduction could be equal to the full amount of the price if we are unable to sell the returned products because they do not meet our high standards of sale. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us the difference between the diminished value of the product and the amount that we refunded to you.

If we impose any delivery charges in the future, we will not refund the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us.

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 10.1.2, 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 using the EMAIL US contact form in the Client Service section of our Website.

11.2 Your right to return rejected products. If you wish to exercise your legal rights to reject products pursuant to Condition 8.1.1, you must allow us to collect them from you. We will pay the costs of collection. Please call our Client Service Team, excluding public holidays or email us using the EMAIL US contact form in the Client Service section of our Website to arrange collection.

12 Our responsibility for loss or damage suffered by you

12.1 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, product liability claims or gross negligence, or slight negligence regarding our main contractual obligations. To the extent permitted by law, we do, however, exclude our liability in other cases of damage caused by our negligence.

12.2 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 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.

13.3 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by the substantive law of Singapore, with the exclusion of its conflict of laws principles and the United Nations Convention of Contracts for the International Sale of Goods.

The Schedule Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Louis Vuitton (Singapore) Pte. Ltd.

Post to: 391A Orchard Road #13-01 Ngee Ann City Tower A Singapore 238873
Send us an email: singapore@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 +65 6788 3888 (local rate), Monday-Sunday 10:00am–8:00pm (including 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

Our General Terms of Sale

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.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 Applicable version of the terms. These terms are applicable for the respective order you make when accepting them. We reserve the right to amend these terms in the future in our sole discretion. You will need to accept the potential future version of the terms for any potential future orders you make. Future amendments have, however, of course no impact on any orders placed or contracts already concluded.

1.4 Contract language. The language of the contract is English.

2 Information about us and how to contact us

2.1 Who we are. We are Louis Vuitton (Malaysia) Sdn. Bhd. Our registered office is Level 21, Suite 21.01 The Gardens South Tower, Mid Valley City, Lingkaran Syed Putra, Kuala Lumpur, Wilayah Persekutuan and we are registered under company number 158489-U. 

2.2 How to contact us. Should you require information or help, please contact our Client Services Team at 1800 814 930 (Toll-Free), Monday-Sunday 10:00am – 8:00pm (including Public Holiday) or by sending us an email using malaysia@contact.louisvuitton.com or our EMAIL US contact form in the CLIENT SERVICES 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 goods made to your specifications or clearly personalised, for example, orders through our “My LV Heritage”, hot stamping service, or engraving service.

3.3 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;

3.4 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. Your product may vary slightly from those images, but only to the extent this is reasonable for you, particularly because such deviation is insignificant and objectively justified.

4 Placing orders and our contract with you

4.1 Placing orders. Our acceptance of orders is subject to availability. Orders can be placed as follows:

4.1.1 By telephone: Orders can be placed in English or other languages accepted by our Client Service team by calling 1800 814 930 (Toll-Free), Monday-Sunday 10:00am – 8:00pm (including Public Holidays).

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

4.2 We only deliver in Malaysia. Unfortunately, we do not deliver to addresses outside Malaysia, nor care of a hotel, PO Box addresses or to business premises. Please note that you may not modify the delivery address once you proceed through checkout to confirm and place the order.

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 final customers. Your order on our Website or by telephone must have no direct relationship with a business activity and must be strictly limited to your personal use. Therefore we may decide to refuse acceptance of orders of a too high quantity of any item delivered to the same purchaser and/or to the same postal address.

4.5 Sales Limitation Policy

4.5.1 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 customers cannot, within 4 consecutive weeks, (i) buy more than 6 leather goods products (including small leather goods products), or (ii) buy in more than 3 different LV stores in the worldwide network, or (iii) conduct more than 8 transactions of all kind of products, whether the transactions are conducted at our physical stores or online stores. In any case the total number of purchased leather goods (including small leather goods products) will not exceed 12 products within 12 consecutive months.

4.5.2 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 clients advisors 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

4.6 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.

4.7 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.

4.8 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.

4.9 How we will accept your order. Our acceptance of your order will take place when we email you and tell you we have accepted it or when we actually start shipping the products to the delivery address, at which point a contract will come into existence between you and us. You are bound by your order for 14 days.

4.10 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing. 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 considered to be fraudulent or otherwise made in breach of these Terms of Sale. In such case, you will be notified in Writing and we will not charge you for the product(s).

4.11 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.

4.12 Backorders

4.12.1 Where Goods are identified on our Website as requiring "additional delivery time", you may still be able to add the Goods to your online shopping cart. Once you proceed through checkout, we will apply a pre-authorisation hold for the full purchase price. Please refer to Condition 5.7 below for details about payment for back orders.

5 Price and payment

5.1 Where to find the price for the product. The price of the product in Malaysian Ringgit (MYR) which includes sales and service tax ("SST") (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 5.3 for what happens if we discover an error in the price of the product you order.

5.2 We will not provide SST-refund services. We do not provide SST-refund service in any selling points including stores, online or customer services for orders placed on our Website or by telephone.

5.3 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 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.

5.4 How you must pay. We accept payment by credit card (Visa, MasterCard and American Express) issued by banks domiciled in Malaysia, or other payment methods as they become available from time to time by notice on our Website. We will place on our Website details of other payment methods as they become available from time to time. Payment must be made in Malaysian Ringgit (MYR). In case of a payment by bank transfer, we will send you Louis Vuitton’s bank details by email.

5.5 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. If we do not accept your order, we will refund any payments received within 14 business days.

We will inform you by email once the Products have been dispatched.

5.6 Failure to pay. If your payment cannot be processed for any reason (including, for example, stopped payment, refusal by the issuer of the card), we will not accept your orders.

5.7 Payment for back orders.

5.7.1 Pre-authorisation holds. We require and apply a pre-authorisation hold for the full purchase price of your back order to your nominated payment credit card, or debit card if that is available through the online payment processor such as PayPal. The amount placed on hold will not be available to you during the period of the pre-authorisation hold. The hold will expire in accordance with your issuing bank's policy or when we complete the transaction and despatch the Products to you, whichever is earlier.

5.7.2 Maximum period of pre-authorisation holds. The maximum authorisation hold period varies depending on your payment method. These time periods are determined by your issuing bank and may change from time to time.

5.7.3 If a pre-authorisation hold expires before the Products are back in stock, we may not be able to complete the transaction and your order will be cancelled. We will use reasonable endeavours to notify you via email or telephone of this.

5.7.4 To the extent permitted by law, we accept no liability for any unavailability or delay relating to Products that are placed on back order.

5.7.5 Where Products placed on back order return to stock and the pre-authorisation hold has not expired, your nominated credit or debit card will be debited for the full purchase price and we will arrange for the Products to be delivered to you in accordance with these terms.

5.8 Security measures.

5.8.1 Payments through our Website are managed on-line with the relevant banking organisations through facilities offered by Adyen, a third party based in the Netherlands which enables us to accept and manage payments, mitigate fraud, and secure payment data. Your personal data 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 Adyen exclusively for the purposes of providing fraud screening services to us, as further detailed in our Privacy Policy. If you do not wish your personal data to be disclosed and used in this way, we will be unable to accept orders placed by you.

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 data supplied by you during the order process against appropriate third party databases. In performing these checks, personal data provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that data 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 fraudulent or otherwise made in breach of this Terms of Sale, we are entitled to cancel the sale 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 and before you place your order.

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" 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 and without negligence on our side, 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 unreasonable 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 are entitled to end the contract. In this case, the products will be returned to us and we will refund any sums you have paid to us for the cancelled order.

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, photo document 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 photo document, their own photo document 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 6.5, we regret that you will not be able to use our Click & Collect service.

6.6 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note asking you to contact our Client Service team in order to arrange an alternative delivery date.

6.7 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and Condition 10 will apply.

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

6.8.1 you may arrange for products to be delivered to a third party of your choice, provided always that the delivery address satisfies the requirements of Condition 4.2 above;

6.8.2 if you choose our Click & Collect Service, the third party may collect the products from one of our stores offering the Click & Collect service, but the third party will need to provide the documents set out in Condition 6.5.1.

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 and cancel your order for any of the products or reject products that have been delivered. If the products have been delivered to you, you must allow us to collect them from you. We will pay the costs of such collection.

6.10 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 you are entitled to your statutory rights, including warranty rights. Nothing in this Condition affects your statutory warranty rights.

6.11 When you become responsible for the products. The products will be your responsibility from the time we deliver them to the address you gave us or, if you choose to collect your products from one of our stores offering the Click & Collect service, when you collect them from us.

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

6.12.1 once we have received payment in full;

6.12.2 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 (withdrawal right) described in Condition 8, which all remain unaffected by this Condition 7, we operate an exchange policy for our customers in respect of items delivered (but not for Personalised Products), subject to the conditions below.

7.2 Within 30 days after the date of delivery, you may exchange the items in question by using one of the two methods below except in the case of perfume products where the exchange may only be made as described in Condition 7.2.2. Please note that products must be returned in their original packaging, complete with any related accessories or instruction booklets, labels, protective covers and boxes, together with the original invoice and the Return Voucher. In the case of perfume products which have been sealed for health protection or hygiene purposes, the seal on the crystal film covering the perfume box must not have been broken. You may:

7.2.1 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;

7.2.2 exchange your products within our stores in Malaysia or abroad (but not in Brazil, China, Colombia, India, Jordan, Kazakhstan, Lebanon, Mexico, Mongolia, the Dominican Republic, Russia, Thailand, Turkey, Ukraine and Vietnam. Special regulations apply in Korea and Taiwan) except that perfume products may be exchanged within our stores in Malaysia only.

7.3 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 which have been sealed for health protection or hygiene purposes, where the seal on the crystal film covering the perfume box has been broken. You must take reasonable care of products if you wish to exchange them. For shoes in particular, we recommend that you try your Louis Vuitton shoes on a clean floor which will not alter the sole, such as a carpeted surface.

7.4 Where products are exchanged, we will end the original contract and your payment will be applied to the sale for the new items. If the new sale is for 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 new sale is for a lower price, we will refund you for the difference (but not for any delivery charges) by the method you used for payment.

7.5 If products are exchanged using our collection and delivery service, the new sale will be subject to these terms.

7.6 You may exchange products which you have received only once within 30 days after the date of delivery.

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 8.3.

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 (by way of example, without limiting your statutory rights):

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 unreasonably 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).

8.3 Exercising your right to change your mind (withdrawal right). To ensure satisfaction of our customers, we allow you to withdraw within 30 days without giving any reasons. The withdrawal period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or of the last good.

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

8.4.1 Personalised Products;

8.4.2 Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, such as earrings and swimwear, or perfume if the crystal film covering the perfume box has been broken.

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 exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. You may choose one of the following options. The same contact options are also available in other cases of possible termination of the contract:

9.1.1 Phone or email or online. Call our Client Service or email us using the EMAIL US contact form in the Client Service section of our 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 form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

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

9.3 Returning products after ending the contract:

9.3.1 If you end the contract for any reason after products have been dispatched to you or you have received them, we provide a complimentary collection service and you must allow us to collect the item(s) you wish to return from your preferred address. Please call our Client Service team or email us by using the EMAIL US contact form in the Client Service section of our Website to arrange collection.

9.3.2 You must return the products in 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.

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

9.4.1 if the products are faulty or misdescribed;

9.4.2 if you are ending the contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or

9.4.3 if you are exercising your right to change your mind by way of our complimentary collection service.

In all other circumstances you will have to bear the direct cost of returning the goods.

9.5 How we will refund you. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. 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 You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. For shoes in particular, we highly recommend that you try your Louis Vuitton shoes on a clean floor which would not alter the sole, such as a carpeted surface. Please note that the amount of the reduction could be equal to the full amount of the price if we are unable to sell the returned products because they do not meet our high standards of sale. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

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

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 and we have granted you a reasonable grace period;

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 using the EMAIL US contact form in the Client Service section of our Website.

11.2 Your legal rights. We are under a legal duty to supply products that are in conformity with this contract and any applicable laws. 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, excluding public holidays or email us using the EMAIL US contact form in the Client Service section of our Website to arrange collection.

12 Our responsibility for loss or damage suffered by you

12.1 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, product liability claims, gross negligence, or slight negligence regarding our main contractual obligations.

12.2 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 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.

13.3 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by Malaysian substantive law. If you are a consumer with your habitual residence in Malaysia, you additionally enjoy the protection afforded to you by mandatory provisions of the law of your country/region of residence.

13.4 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 to the Tribunal for Consumer Claims.

The Schedule Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Louis Vuitton (Malaysia) Sdn. Bhd.

Post to: Lot G26 A-C and G27, Ground Floor. Suria KLCC Kuala Lumpur City Centre

Send us an email: malaysia@contact.louisvuitton.com or using our EMAIL US contact form in the CLIENT SERVICE section of our Website.

Telephone: call our Client Service Team at 1800 814 930 (Toll-Free), Monday-Sunday 10:00am – 8:00pm (including Public Holiday).

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

Our General Terms of Sale 

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.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 Applicable version of the terms. These terms are applicable for the respective order you make when accepting them. We reserve the right to amend these terms in the future in our sole discretion. You will need to accept the potential future version of the terms for any potential future orders you make. Future amendments have, however, of course no impact on any orders placed or contracts already concluded.

1.4 Contract language. The language of the contract is English.

2 Information about us and how to contact us

2.1 Who we are. We are Louis Vuitton New Zealand Limited. Our registered office is C/- Powle & Hodson Limited, Level 2, 1 Broadway, Newmarket, Auckland, 1023 , New Zealand and we are registered under company number 515149.

2.2 How to contact us. Should you require information or help, please contact our Client Services Team on 0800 586 966 (Toll-Free), Monday-Friday 10:00am – 10:00pm (NZST); Saturday 11:00am – 9:00pm (NZST) and Sunday 11:00am – 8:00pm (NZST). Our sales advisors would be delighted to assist you with styling advice or gift suggestions.

You may also contact us using our EMAIL US contact form in the CLIENT SERVICE section of our website, or by sending us an email using newzealand@contact.louisvuitton.com or on Twitter at @LVServices.

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 goods made to your specifications or clearly personalised, for example, orders through our “My LV Heritage”, hot stamping service, or engraving service.

3.3 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;

3.4 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. Your product may vary slightly from those images, but only to the extent this is reasonable for you, particularly because such deviation is insignificant and objectively justified.

4 Placing orders and our contract with you

4.1 Placing orders. Our acceptance of orders is 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 0800 586 966 (Toll-Free), Monday-Friday 10:00am – 10:00pm (NZST); Saturday 11:00am – 9:00pm (NZST) and Sunday 11:00am – 8:00pm (NZST).

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

4.2 We only deliver in New Zealand. Unfortunately, we do not deliver to addresses outside New Zealand, nor care of a hotel, PO Box addresses or to business premises. If you place an online order via our Website you cannot change your delivery address after checkout.

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 final customers. Your order on our Website or by telephone must have no direct relationship with a business activity and must be strictly limited to your personal use. Therefore we may decide to refuse acceptance of orders of a too high quantity of any item delivered to the same purchaser and/or to the same postal address.

4.5 Sales Limitation Policy

4.5.1 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 customers cannot, within 4 consecutive weeks, (i) buy more than 6 leather goods products (including small leather goods products), or (ii) buy in more than 3 different LV stores in the worldwide network, or (iii) conduct more than 8 transactions of all kind of products, whether the transactions are conducted at our physical stores or online stores. In any case the total number of purchased leather goods (including small leather goods products) will not exceed 12 products within 12 consecutive months.

4.5.1 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 clients advisors 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

4.6 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.

4.7 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.

4.8 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.

4.9 How we will accept your order. Our acceptance of your order will take place when we email you and tell you we have accepted it or when we actually start shipping the products to the delivery address, at which point a contract will come into existence between you and us. You are bound by your order for 14 days.

4.10 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing. 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 considered to be fraudulent or otherwise made in breach of these Terms of Sale. In such case, you will be notified in Writing and we will not charge you for the product(s).

4.11 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 New Zealand Dollar (NZD) which includes GST (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 5.3 for what happens if we discover an error in the price of the product you order.

5.2 We will not provide GST-refund services. We do not provide GST-refund service in any selling points including stores, online or customer services for orders placed on our Website or by telephone.

5.3 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 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.

5.4 How you must pay. We accept payment by credit card (Visa, MasterCard and American Express) issued by banks domiciled in New Zealand, or other payment methods as they become available from time to time by notice on our Website. We will place on our Website details of other payment methods as they become available from time to time. Payment must be made in New Zealand Dollars (NZD). In case of a payment by bank transfer, we will send you Louis Vuitton’s bank details by email.

5.5 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. If we do not accept your order, we will refund any payments received within 14 business days.

We will inform you by email once the Products have been dispatched.

5.6 Failure to pay. If your payment cannot be processed for any reason (including, for example, stopped payment, refusal by the issuer of the card), we will not accept your orders.

5.7 Payment for back orders.

5.7.1 Pre-authorisation holds. We require and apply a pre-authorisation hold for the full purchase price of your back order to your nominated payment credit card, or debit card if that is available through the online payment processor such as PayPal. The amount placed on hold will not be available to you during the period of the pre-authorisation hold. The hold will expire in accordance with your issuing bank's policy or when we complete the transaction and despatch the Products to you, whichever is earlier.

5.7.2 Maximum period of pre-authorisation holds. The maximum authorisation hold period varies depending on your payment method. These time periods are determined by your issuing bank and may change from time to time.

5.7.3 If a pre-authorisation hold expires before the Products are back in stock, we may not be able to complete the transaction and your order will be cancelled. We will use reasonable endeavours to notify you via email or telephone of this.

5.7.4 To the extent permitted by law, we accept no liability for any unavailability or delay relating to Products that are placed on back order.

5.7.5 Where Products placed on back order return to stock and the pre-authorisation hold has not expired, your nominated credit or debit card will be debited for the full purchase price and we will arrange for the Products to be delivered to you in accordance with these terms.

5.8 Security measures.

5.8.1 Payments through our Website are managed on-line with the relevant banking organisations through facilities offered by Adyen, a third party based in the Netherlands which enables us to accept and manage payments, mitigate fraud, and secure payment data. Your personal data 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 Adyen exclusively for the purposes of providing fraud screening services to us, as further detailed in our Privacy Policy. If you do not wish your personal data to be disclosed and used in this way, we will be unable to accept orders placed by you.

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 data supplied by you during the order process against appropriate third party databases. In performing these checks, personal data provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that data. 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 fraudulent or otherwise made in breach of this Terms of Sale, we are entitled to cancel the sale 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 or notified to you over the phone, before you place your order.

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" 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 and without negligence on our side, 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 unreasonable 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 are entitled to end the contract. In this case, the products will be returned to us and we will refund any sums you have paid to us for the cancelled order.

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, photo document 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 photo document, their own photo document 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 6.5, we regret that you will not be able to use our Click & Collect service.

6.6 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note asking you to contact our Client Service team in order to arrange an alternative delivery date.

6.7 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and Condition 10 will apply.

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

6.8.1 you may arrange for products to be delivered to a third party of your choice, provided always that the delivery address satisfies the requirements of Condition 4.2 above;

6.8.2 if you choose our Click & Collect Service, the third party may collect the products from one of our stores offering the Click & Collect service, but the third party will need to provide the documents set out in Condition 6.5.1.

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 and cancel your order for any of the products or reject products that have been delivered. If the products have been delivered to you, you must allow us to collect them from you. We will pay the costs of or collection.

6.10 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 you are entitled to your statutory rights, including warranty rights. Nothing in this Condition affects your statutory warranty rights.

6.11 When you become responsible for the products. The products will be your responsibility from the time we deliver them to the address you gave us or, if you choose to collect your products from one of our stores offering the Click & Collect service, when you collect them from us.

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

6.12.1 once we have received payment in full;

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

6.13 Backorders. Where products are identified on our website as requiring "additional delivery time", you may still be able to add the products to your online shopping cart. Once you proceed through checkout, we will apply a pre-authorisation hold for the full purchase price. Please refer to Condition 5.7 above for details about payment for back orders.

7 Exchanging products

7.1 In addition to your legal rights, and your right to change your mind (withdrawal right) described in Condition 8, which all remain unaffected by this Condition 7, we operate an exchange policy for our customers in respect of items delivered (but not for Personalised Products), subject to the conditions below.

7.2 Within 30 days after the date of delivery, you may exchange the items in question by using one of the two methods below except in the case of perfume products where the exchange may only be made as described in Condition 7.2.2. Please note that products must be returned in their original packaging, complete with any related accessories or instruction booklets, labels, protective covers and boxes, together with the original invoice and the Return Voucher. In the case of perfume products which have been sealed for health protection or hygiene purposes, the seal on the crystal film covering the perfume box must not have been broken. You may:

7.2.1 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;

7.2.2 exchange your products within our stores in New Zealand or abroad (but not in Brazil, China, Colombia, India, Jordan, Kazakhstan, Lebanon, Mexico, Mongolia, the Dominican Republic, Russia, Thailand, Turkey, Ukraine and Vietnam. Special regulations apply in Korea and Taiwan) except that perfume products may be exchanged within our stores in New Zealand only.

7.3 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 which have been sealed for health protection or hygiene purposes, where the seal on the crystal film covering the perfume box has been broken. You must take reasonable care of products if you wish to exchange them. For shoes in particular, we recommend that you try your Louis Vuitton shoes on a clean floor which will not alter the sole, such as a carpeted surface.

7.4 Where products are exchanged, we will end the original contract and your payment will be applied to the sale for the new items. If the new sale is for 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 new sale is for a lower price, we will refund you for the difference (but not for any delivery charges) by the method you used for payment.

7.5 If products are exchanged using our collection and delivery service, the new sale will be subject to these terms.

7.6 You may exchange products which you have received only once within 30 days after the date of delivery.

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 8.3.

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 (by way of example, without limiting your statutory rights):

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 unreasonably 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).

8.3 Exercising your right to change your mind (withdrawal right). You may withdraw from this contract within 30 days without giving any reasons. The withdrawal period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or of the last good.

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

8.4.1 Personalised Products;

8.4.2 Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, such as earrings and swimwear, or perfume if the crystal film covering the perfume box has been broken.

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 exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. You may choose one of the following options. The same contact options are also available in other cases of possible termination of the contract:

9.1.1 Phone or email or online. Call our Client Service or email us using the EMAIL US contact form in the Client Service section of our 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 form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

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

9.3 Returning products after ending the contract:

9.3.1 If you end the contract for any reason after products have been dispatched to you or you have received them, we provide a complimentary collection service and you must allow us to collect the item(s) you wish to return from your preferred address. Please call our Client Service team or email us by using the EMAIL US contact form in the Client Service section of our Website to arrange collection.

9.3.2 You must return the products in 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.

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

9.4.1 if the products are faulty or misdescribed;

9.4.2 if you are ending the contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or

9.4.3 if you are exercising your right to change your mind by way of our complimentary collection service.

In all other circumstances you will have to bear the direct cost of returning the goods.

9.5 How we will refund you. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. 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 You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. For shoes in particular, we highly recommend that you try your Louis Vuitton shoes on a clean floor which would not alter the sole, such as a carpeted surface. Please note that the amount of the reduction could be equal to the full amount of the price if we are unable to sell the returned products because they do not meet our high standards of sale. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

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

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 and we have granted you a reasonable grace period;

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 using the EMAIL US contact form in the Client Service section of our Website.

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, excluding public holidays or email us using the EMAIL US contact form in the Client Service section of our Website to arrange collection.

12 Our responsibility for loss or damage suffered by you

12.1 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, product liability claims, gross negligence, or slight negligence regarding our main contractual obligations. We do, however, exclude our liability in other cases of damage caused in slight negligence.

12.2 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 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.

13.3 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by New Zealand law, with the exclusion of its conflict of laws principles and the United Nations Convention of Contracts for the International Sale of Goods. If you are a consumer with your habitual residence in New Zealand, you additionally enjoy the protection afforded to you by mandatory provisions of the law of your country/region of residence.

The Schedule Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Louis Vuitton New Zealand Limited.

Post to: LV Customer Client Service, 56 Queen Street, Auckland 1010

Send us an email: newzealand@contact.louisvuitton.com or using our EMAIL US contact form in the CLIENT SERVICE section of our Website.

Telephone: call our Client Services Team at 0800 586 966 (Toll-Free), Monday-Friday 10:00am– 10:00pm (NZST); Saturday 11:00am – 9:00pm (NZST) and Sunday 11:00am – 8:00pm (NZST).

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

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