Profil
CONDITIONS D’UTILISATION GÉNÉRALES DU SITE (Mises à jour le 1er septembre 2017)
Bienvenue sur le site Internet de Loro Piana (« Site »). Le Site est la propriété, et est géré par celle-ci de Loro Piana S.p.A. – Société soumise à la direction et la coordination de LVMH-Moët Hennessy Louis Vuitton S.E. (France) – à son avantage et de celui d’autres sociétés du Groupe Loro Piana – ayant son siège Corso Rolandi 10, 13017 Quarona (VC) – Italie, numéro de téléphone +390163201111, numéro de TVA 01611400027 (« Loro Piana », « nous », « notre »). Nous vous invitons à lire attentivement ces conditions d’utilisation du Site (« Conditions d’Utilisation ») avant de continuer à accéder ou à utiliser le Site. Les présentes Conditions d’Utilisation s’appliquent à tous les visiteurs ou utilisateurs du Site. En accédant au Site ou en l’utilisant vous confirmez accepter les présentes Conditions d’Utilisation et exprimez votre volonté d’être engagé/e par celles-ci. Si vous n’acceptez pas les Conditions d’Utilisation vous ne pouvez pas utiliser ce Site. Nous nous réservons le droit d’interrompre ou de suspendre votre accès ou votre utilisation du Site si (a) nous considérons raisonnablement que vous avez violé les Conditions d’Utilisation ou (b) nous considérons que cette mesure est nécessaire pour des raisons de sécuritéMODIFICATIONS DES CONDITIONS D’UTILISATION
Loro Piana se réserve le droit de modifier, réviser, ajouter ou éliminer une partie des Conditions d’Utilisation au moyen de la mise à jour du présent document, à n’importe quel moment et sans aucun préavis. Les modifications des Conditions d’Utilisation seront communiquées en publiant un avis sur le Site. Nous vous invitons donc à contrôler régulièrement les Conditions d’Utilisation. Si vous n’acceptez pas l’une de ces modifications vous devez cesser d’accéder ou d’utiliser ce Site ; l’utilisation du Site après la publication des modifications constitue l’acceptation des modifications de votre part.CONTENUS PROPRIÉTAIRES
Tous les droits et les intérêts sur le Site et sur n’importe quelle partie de son contenu, y compris par exemple le logiciel, le code HTML, d’autres codes informatiques contenus sur le Site, le texte, le graphisme, l’interface utilisateur, l’interface visuelle, les scripts, les ouvrages d’art, les photos, les images, les dessins, les matériels vidéo, audio, les textes et autres matériels qui y figurent en tant que partie du Site (collectivement « Contenus ») appartiennent à Loro Piana et/ou ses ayants-cause. Tous les Contenus sont protégés par les lois nationales de protection de la propriété intellectuelle, y compris par exemple les lois concernant le droit d’auteur, les brevets, les marques et d’autres lois et traités internationaux concernant les droits de propriété intellectuelle.MARQUES ENREGISTRÉES ET LOGOS
Toutes les marques, les noms commerciaux, les logos, les marques et les noms des produits présents sur le Site sont la propriété exclusive de Loro Piana ou des sociétés respectives (« Marques »). Les Conditions d’Utilisation ne confèrent aucun droit ou faculté d’utiliser les Marques et nous vous rappelons que toute utilisation des Marques est strictement interdite.NOS PRODUITS
Nous pouvons parfois, sans aucun préavis, modifier ou supprimer (de manière permanente ou temporaire) certains produits et services et/ou les caractéristiques relatives ou les spécifications qui sont visualisées ou mises à votre disposition par l’intermédiaire du Site ; nous pouvons en outre modifier les prix applicables à ces produits ou services sans préavis. Nos conditions de vente régissent en outre les circonstances dans lesquelles nous pouvons modifier et/ou retirer les produits que nous vendons par l’intermédaire du Site. Pour consulter notre politique sur ce thème dans sa version intégrale, nous vous invitons à lire la section Conditions de Vente sur le siteUTILISATION DU SITE
Vous avez l’autorisation d’utiliser le Site et les Contenus exclusivement pour un usage personnel et non commercial et toujours conformément aux Conditions d’Utilisation. Vous ne pouvez pas, et ne pouvez pas autoriser des tiers, ou assister des tiers pour (i) copier, reproduire, publier, transmettre, distribuer, charger, afficher publiquement, codifier, traduire, modifier le site ou les Contenus, créer des œuvres dérivées du Site ou des Contenus, vendre, concéder en licence ou autrement distribuer le Site ou les Contenus, par exemple au moyen de miroirs, frames ou liens renvoyant à d’autres ordinateurs, serveurs, sites ou (ii) accéder ou utiliser le site ou les Contenus pour toute finalité commerciale, y compris toute activité de publicité ou générant des revenus publicitaires sur votre site. Vous ne pouvez utiliser de mécanismes de deep-link, page-scrape, robot, spider ou toute autre processus automatique ou manuel ayant pour but d’accéder, acheter, copier ou monitorer le Site, les Contenus ou une partie de ceux-ci, destiné à reproduire de quelque manière que ce soit la structure ou l’aspect du Site ou des Contenus, ou dont la finalité est d’éluder un dispositif quelconque de protection de la copie, à entrer en possession ou essayer d’entrer en possession de n’importe quel matériel, document ou information au moyen de n’importe quel outil, mise à disposition dans un autre but sur le Site. Vous ne pouvez essayer d’accéder à une partie quelle qu’elle soit ou fonctionnalité du Site auquel il ne vous est pas permis d’accéder sans autorisation, à tout autre système ou réseau connectés sur le Site ou à n’importe quel serveur de Loro Piana avec une activité de hacking, minage de mot de passe ou tout autre moyen illicite. Vous ne pouvez jamais utiliser le mot de passe ou le Compte de tiers comme défini ci-après sans l’autorisation et le consentement explicites du titulaire. Vous ne pouvez mettre à l’épreuve, vérifier ou tester la vulnérabilité du Site ou de tout autre réseau connecté au Site, ni violer la sécurité ou les mesures d’authentification présentes sur le site. Vous ne pouvez effectuer d’acitivités de reverse look-up, traçage ou tentative de traçage de n’importe quelle information relative aux autres utilisateurs, visiteurs du Site ou tout autre client, vous ne pouvez exploiter le Site ou n’importe quel service ou information mis à disposition ou proposés par le Site ou par son intermédiaire ; vous ne pouvez utiliser le Site ou les Contenus pour toute finalité illicite ou non autorisée par les Conditions d’Utilisation et vous ne pouvez exhorter de tiers à n’importe quelle activité illicite ou violant les droits de Loro Piana ou de tiers. Vous ne pouvez réaliser aucune activité comportant un chargement, irraisonnable ou disproportionné, sur l’infrastructure du Site ou de tout système ou réseau lié au Site. Vous consentez à n’utiliser aucun dispositif, logiciel ou mécanisme ou pour interférer ou essayer d’interférer avec le fonctionnement correct du Site, avec n’importe quelle opération que le Site est en train d’effectuer ou avec l’utilisation du Site par n’importe quelle personne.INSCRIPTION ET COMPTE
Certains services ou fonctionnalités proposés sur le Site ou par l’intermédiaire de celui-ci, peuvent vous demander de vous inscrire et d’ouvrir un compte (« Compte »). Si vous voulez créer un Compte, vous devrez fournir une adresse e-mail et un mot de passe pour accéder à votre Compte. Vous avez la responsabilité de conserver la confidentialité des informations vous concernant pour l’accès et de contrôler l’accès à votre Compte. Vous serez responsables de toutes les activités mises en œuvre par l’intermédiaire de votre Compte (y compris par exemple tout achat de nos produits effectué par l’intermédiaire de votre Compte) à moins que vous ne nous informiez que votre Compte a été utilisé par des tiers sans votre consentement. Loro Piana ne peut être tenu pour responsable de n’importe quelle perte ou dommage provenant du non respect, de votre part, de ces obligations. Nous pouvons annuler votre Compte à n’importe quel moment et sans préavis si : (a) nous considérons raisonnablement que vous utilisez le Compte en violation des présentes Conditions d’Utilisation, (b) nous considérons raisonnablement qu’un tiers est en train d’utiliser votre Compte sans votre consentement, ou (c) nous avons besoin d’annuler ou de suspendre votre Compte à des fins de sécurité ou de maintenance.CHAT
Loro Piana fournit progressivement aux utilisateurs su Site le service de LiveChat! dans le but de proposer une assistance durant les étapes de vente, après-vente et assistance pendant la navigation sur le Site. Pour utiliser le service de LiveChat! il faut fournir son nom (ou en alternative, un pseudo) et son adresse e-mail. Le service de LiveChat! ne doit pas être utilisé, d’aucune manière que ce soit, à des fins frauduleuses, illégales, offensives ou susceptibles de provoquer des dommages ou des risques à Loro Piana, à ses activités, sa réputation, ses employés, d’autres utilisateurs ou à n’importe quel tiers. Loro Piana se réserve le droit de suspendre ou d’interrompre la fourniture du service de LiveChat! en cas d’usage impropre de celui-ci.FEEDBACK ET AUTRES COMMUNICATIONS
Tout feedback, commentaire, suggestion, idée et/ou autres informations (collectivement « Communications ») envoyés sur le Site, également par l’intermédaire du service LiveChat! (dans les limites où il sera disponible) seront considérés comme non confidentiels. Nous nous réservons le droit d’utiliser ces Communications sans limites, par exemple en les copiant, les reproduisant, les publiant, les divulgant, les distribuant, les affichant, les modifiant, les traduisant, les incorporant dans d’autres matériels et en les exploitant commercialement de n’importe quelle manière. Loro Piana aura le droit, non soumis à limitation, d’utiliser des idées, concepts, savoir-faire ou techniques contenus dans les Communications que vous nous envoyez avec n’importe quelle finalité, par exemple développer, produire et commercialiser des produits en utilisant ces informations. Loro Piana vous invite à ne pas envoyer d’informations que vous considérez comme confidentielles ou vous appartenant par l’intermédiaire du Site.ESPACE RÉSERVÉ A LA PRESSE
Un espace spécifiquement réservé la presse sera disponible sur le Site (« Espace Presse »). L’accès à l’Espace Presse ne sera autorisé qu’aux journaliste et aux utilisateurs autorisés (« Utilisateurs Autorisés ») et fera l’objet d’une inscription. Vous pouvez vous inscrire pour utiliser l’Espace Presse en cliquant sur le bouton « ESPACE PRESSE » sur la Page d’accueil du Site et vous serez dirigé vers le formulaire d’inscription. Vous devez remplir le formulaire et l’envoyer par l’intermédiaire du Site. Nous vérifierons les informations fournies et nous déciderons, à notre entière discrétion, si vous donner une habilitation ou non pour l’accès à l’Espace Presse. Si l’autorisation d’accéder à l’Espace Presse vous a été donnée vous recevrez un e-mail à l’adresse de poste électronique indiquée dans le formulaire d’inscription contenant le login et le mot de passe temporaire, avec une URL à utiliser pour accéder à l’Espace Presse. Lors de votre premier accès à l’Espace Presse vous devez terminer votre iscription en ajoutant plusieurs informations personnelles et il vous sera demandé de modifier le mot de passe temporaire. S’il vous a été permis d’accéder à l’Espace Presse vous pourrez y accéder et télécharger le matériel qui y est publié et, dans la mesure autorisée par la loi, nous pourrons vérifier les matériels et les informations qui vous intéressent. Nous pouvons annuler votre Compte à n’importe quel moment et sans préavis si : (a) nous considérons raisonnablement que vous utilisez votre Compte en violation des Conditions d’Utilisation, (b) nous considérons raisonnablement qu’un tiers utilise votre Compte sans votre autorisation, ou (c) nous avons besoin d’annuler ou de suspendre votre Compte à des fins de sécurité ou de maintenance.POLITIQUE DE CONFIDENTIALITÉ
Quand vous achetez des produits sur le Site ou utilisez le Site d’une autre manière, y compris l’Espace Presse dont il est question ci-dessus, nous pourrons vous demander de nous fournir vos données personnelles. Les données personnelles que vous fournissez à Loro Piana par l’intermédiaire du Site sont soumis à notre Politique de Confidentialité. Pour consulter notre politique de confidentialité dans sa version intégrale nous vous invitons à lire la section Politique de Confidentialité sur le site www.loropiana.com. En utilisant le Site vous reconnaissez et acceptez que les communications par Internet ne sont jamais totalement confidentielles et sûres et vous comprenez que tout message ou information que vous envoyez sur le Site pourrait être lu ou intercepté par des tiers, aussi en présence d’un avertissement explicite informant qu’une transmission particulière est cryptée (par exemple une transmission d’informations relatives à la carte de crédit).LIENS VERS DES SITES OU DES CONTENUS DE TIERS
Le Site peut comporter des contenus créés par des tiers, des informations provenant de sources publiques et/ou des connexions à des sites extérieurs ou des pages Web gérées par des tiers (« Contenus et Sites de Tiers »). Loro Piana ne contrôle et ne monitore pas les Contenus et Sites de Tiers et n’est pas responsable de la précision, la sécurité ou la fiabilité des Contenus et des Sites de Tiers. L’accès à n’importe quel Contenu et Site de Tiers est effectué à vos risques et périls et Loro Piana décline toute responsabilité envers vous, concernant toute perte ou dommage qui pourrait se produire (y compris par exemple toute perte ou dommage à vos outils informatiques, au matériel ou au logiciel de votre ordinateur) suite à l’accès ou lié à celui-ci, à l’utilisation, au fait que vous vous fiiez à n’importe quel Contenu et Site de Tiers ou qui serait provoqué ou lié à un achat de produits ou services mis à disposition sur les Contenus et les Sites de Tiers par l’intermédiaire de ceux-ci.EXCLUSION DE RESPONSABILITÉ
Vous utilisez le Site à vos risques et périls et vous êtes seuls responsables de votre utilisation du Site et des Contenus et des Sites de Tiers. Loro Piana prend toutes les mesures nécessaires pour essayer de garantir que le Site et les Contenus ne contiennent ni virus ni défauts mais ne peut garantir que vos outils informatiques, le matériel ou le logiciel de votre ordinateur, les données mémorisées ou créées par votre outil informatique, par le matériel ou le logiciel de votre ordinateur (collectivement « Outils ») ne seront pas endommagés, ne seront pas perdus ou d’une autre manière influencés négativement si vous accédez ou utilisez le Site ou les Contenus. En outre, Loro Piana ne garantit pas que le Site ou les Contenus, les services, les fonctionnalités du Site seront dénués d’interruptions, que tous les défauts seront corrigés ou que votre utilisation du Site produira des résultats spécifiques. Le Site et les Contenus sont fournis « EN L’ÉTAT DANS LEQUEL ILS SE TROUVENT » et « DANS LA MESURE OU ILS SONT DISPONIBLES ». Dans la mesure maximale autorisée par la loi, Loro Piana ne fournit aucune garantie, implicite ou explicite, y compris toute garantie de précision, caractère complet, non violation de droits de tiers, commercialisation ou adéquation à un objectif particulier. Loro Piana exclut toute responsabilité pour les actes, omissions et comportements de tiers concernant votre utilisation du Site, y compris à simple titre d’exemple, toute responsabilité pour tout type de contenu, information, déclaration de tiers mis à disposition sur le Site ou par l’intermédiaire de celui-ci, conformément aux réglementations pénales ou civiles concernant la diffamation, la violation de propriété intellectuelle, confidentialité, obscénité ou de toute autre réglementation.LIMITATION DE RESPONSABILITÉ
Dans la mesure maximale de ce qui est prévu par la loi, Loro Piana ne peut en aucun cas être tenue pour responsable envers vous ou envers quiconque pour tout dommage provenant de l’utilisation du Site et/ou des Contenus ou de toute information présente sur le Site ou des produits vendus par l’intermédiaire de celui-ci, y compris par exemple les cas de responsabilité pour (a) toute perte ou tout endommagement de données, (b) perte ou endommagement de votre outil informatique, (c) perte ou endommagement n’étant pas prévisible de votre part ou de la nôtre ou que vous ne nous avez pas communiqué, susceptible de se produire en cas de notre violation des Conditions d’Utilisation ou de nos obligations légales de diligence envers vous, ou (d) toute perte ou tout endommagement subi par vous suite à l’absence d’adoption de votre part de précautions raisonnables contre de telles pertes ou tels endommagements, par exemple avec l’installation d’un anti-virus adéquat. Aucune disposition des Conditions d’Utilisation n’exclut ou limite notre responsabiltié envers vous en cas de dol ou de faute grave ou pour toute autre responsabilité qui, aux sens de la loi, ne peut être exclue ou limitée.DISPOSITIONS GÉNÉRALES
Les Conditions d’Utilisation sont régies par le droit italien, sans tenir compte des réglementations de droit international privé. Le Tribunal de Milan (Italie) sera seul compétent pour tous les litiges pouvant survenir suite à l’utilisation du Site et/ou concernant les Conditions d’Utilisation, restant entendus tous les droits attribués par la loi à Loro Piana d’intenter une procédure légale dans le lieu de résidence ou de domicile habituel des utilisateurs. Le service d’hébergement du Site est fourni par BT-INET.Terms and Conditions Hong Kong S.A.R. (Updated on March 2022)
These terms of sale (“Terms of Sale”) set out the terms and conditions that will apply to your purchase of Products through the Website that are shipped to Hong Kong S.A.R.
Please read these Terms of Sale carefully before placing an Order. By confirming that you have read and accepted these Terms of Sale when you submit an Order through the Website, you confirm your unconditional acceptance.
Your use of the Website is subject to our “Website Terms of Use” that you can consult in the Section “Legal”— “Terms of Use of our Website”.
The purchase of Products on the Website is reserved solely for Consumers.
Capitalized terms used in these Terms of Sale shall have the meaning set forth in the “Definition” section of this document, unless otherwise defined elsewhere herein.
These Terms of Sale along with your Order, and our Order Confirmation constitute the Contract between us and you for the supply of Products. You acknowledge that you have not relied on any statement, promise, or representation or assurance or warranty that is not set out in the Contract. No other terms and conditions shall apply. The Contract can't be modified unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation.
Please make sure you have read and understood these Terms of Sale before placing your Order. If you do not agree to the changes made to these Terms of Sale, you must not place an Order for Products through the Website.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Website.
1. DEFINITIONS
In these Terms of Sale:
“Consumer” means any natural person making purchases for purposes unrelated to their business, commercial, artisanal or professional activity and not in the course of a business.
“Contract” means the contract between you and us for the sale and purchase of Products, comprising your Order, our e-mail confirmation of our acceptance of your Order and these Terms of Sale.
“Delivery Receipt” means the delivery form listing the Products shipped. This form is sent along with the Products.
“Excluded Products” means Products that can’t be returned that include: 1) Personalized Products; 2) sealed Products that are not suitable for return for health protection and hygiene reasons (underwear, swimsuits, socks, lingerie, sleep masks, face masks, candles, etc.) and that have not been unsealed after delivery or if the hygiene label is no longer in place.
“Gift” means any Product that is purchased through the Website for delivery to a different recipient.
“Loro Piana Store” means any Loro Piana store listed as available for returns on our Website, including online shopping facility.
“Intellectual Property Rights” means patents of any type, database rights, copyright, design rights, trademarks and other similar rights together with the right to apply for protection for any such rights, notwithstanding whether they have been registered or not and including any pending registration.
“Loro Piana”, “we” “us”, or “our” means Loro Piana (H.K.) Ltd, with registered office in Suite 3706-10, 37/F Dorset House, Taikoo Place, Quarry Bay, Hong Kong e-mail address: customerservice.hk@loropiana.com, tel +852. 56300818 and “you” or “your” means you, our valued customer.
“Order” means an order for Products.
“Order Processing Receipt” means the e-mail Loro Piana will send to you at the time your Order is received by Loro Piana.
“Order Confirmation” means the e-mail Loro Piana will send to you at the time the Products are shipped confirming shipment of all or part of the ordered Products.
“Personalized Products” means the Products for which Loro Piana offers a service of personalization.
“Products” means the products that we sell on the Website from time to time.
“Ready-to-Wear Products” means ready-made garments, sold in finished condition and in standardized sizes
“Return Authorization Number” means the number you will receive to exchange or return Products.
“Special Terms” means the special terms of sale for Personalized Products.
“Terms of Sale” means these terms and conditions of sale.
“Website” means our website located at http://www.loropiana.com
2. DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS WEBSITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS WEBSITE.
LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON INFRINGEMENT. TO THE FULLEST EXTENT PERMITTED BY LAW, ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE WEBSITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.
THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS WEBSITE.
NOTHING IN THESE TERMS OF SALE LIMITS OR EXCLUDES LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED BY LAW.
LORO PIANA WILL NOT BE LIABLE TO YOU IF WE ARE PREVENTED OR DELAYED FROM COMPLYING WITH OUR OBLIGATIONS TO YOU UNDER THESE TERMS OF SALE BY ANYTHING YOU DO OR FAIL TO DO OR DUE TO ACTS OR EVENTS THAT ARE BEYOND OUR CONTROL.
3. ORDER AND ACCEPTANCE
To place an Order, you must be 18 years of age or over and by placing an order you affirm that you are at least 18 years of age.
You will have to select the Products on the Website, select color and size and add them to your shopping bag.
If you wish to proceed with the purchase, click on the “PROCEED TO CHECKOUT” button. In this case, you may proceed through the registration or the login into your personal account or you may proceed without any registration.
You are responsible for maintaining the confidentiality of your password and restricting access to your password and account. You agree to accept responsibility for all purchases and activities that occur under your account.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout, you will click on the “SUBMIT ODER AND PAY” button.
Each Order submitted constitutes an offer to purchase Products from us. Orders are subject to availability and acceptance by us and we may, at any time and at our sole discretion, refuse to accept your Order, including but not limited to cases where:
- you provided us with (i) incorrect information, including without limitation, insufficient or incorrect payment details, incorrect billing information; (ii) insufficient or incorrect shipping address — in this regard, please note we do not ship Products to P.O. boxes; or (iii) fraudulent information;
- there is an error on the Website relating to the Products that you have ordered, for example an error relating to the price or description of the Products as displayed on our Website
- the Products that you have ordered are no longer available
- the amount of the proposed transaction is excessively high, based on our case -by-case evaluation, and subject to our discretion; or
- if we ask for proof that you are not under the age of 18, you do not provide valid official ID to show otherwise.
If we are unable to accept your Order, we will contact you at the e-mail address or telephone number that you have provided to us, as soon as possible within 30 days from the date of your Order.
If you place an Order by telephone, you will have to register on the Website during the call and provide us with an e-mail address.
After you have placed your Order through the Website or by telephone, you will receive an Order Processing Receipt that is an e-mail from us confirming that your Order has been received by us and is being processed.
If you do not receive the Order Processing Receipt within 48 hours of placing the Order, contact us at +852. 56300818 or by WhatsApp at (852) 6797 3675 or by e-mail at customerservice.hk@loropiana.com or live chat before you try to place another Order for the same Products.
Please note that the Order Processing Receipt does not constitute any acceptance of your Order.
Our acceptance of your Order and the charge of the amount on your credit card or other means of payment you have selected will take place only when we send you the Order Confirmation to inform you that your Order has been shipped.
Together with the Order Confirmation, you will also receive an e -invoice for your Order.
You hereby acknowledge and agree that we reserve the right to accept your Order in whole or in part; therefore, in the event of partial acceptance, your card will be debited and the Products will be shipped for the part of the Order that was accepted.
If you have any questions, comments or concerns regarding your Order, or if you think that your Order was rejected by us in error, please contact us at the contact details indicated under Section “CUSTOMER SERVICE” below.
4. PRODUCT AVAILABILITY
We will make all reasonable efforts to ensure that the prices and other information about Products displayed on the Website are accurate and up-to-date.
However, the inclusion of any Products on our Website does not imply, warrant or guarantee that the Products will be available if you wish to place an Order to purchase them.
We will have the right, at any time and without previous notice, to make changes to the information about Products displayed on the Website, including without limitation information about prices, description or the availability of Products.
Changes will not however affect the price, availability or description of any Products for which you received the Order Confirmation.
5. GIFTS
You may purchase Products as a Gift and have it sent to a different recipient.
By making a Gift purchase, you represent that you have permission to provide to us information belonging to the Gift recipient. Please note that you will be liable for providing the recipient's personal data in compliance with any applicable privacy law. We invite you to consult our privacy policy on the Website before providing us with a third party's personal data.
We retain the right to reject your order for any reason if we believe that you may not have proper authorization to provide us with third party information, including, but not limited to, recipient name(s) or address(es).
We will deliver the Gift to your recipient in reliance upon your representations.
You will receive the Order Confirmation from us when your Gift has been shipped to the recipient confirming that we have accepted your Order for the Gift and an e-invoice for your Order.
6. PRICES AND PAYMENTS
The prices of the Products are indicated on the Website and will be confirmed in the Order check-out page, in the Order Confirmation as well as in the e-invoice you receive after your purchase of the Products.
We reserve the right to vary the price of our Products at any time, provided that we will not alter the price of any Product you order after we send you the Order Confirmation. Please be aware that prices of any Products shown on the Website may be changed or adjusted to reflect local market pricing and applicable duties.
Prices are inclusive of VAT unless stated otherwise.
The prices displayed on the Website do not include delivery charge.
Any other taxes and duties – if applicable - are not included and are calculated according to the value of your Order and your shipping destination and are itemized on the Order check-out page, in the Order Confirmation as well as in the e - invoice.
Shipping costs may also apply to your Order and will be indicated in the Order check-out page.
You may pay by credit card, Alipay or pay by link, as listed on our check-out page.
Payment must be made in the currency as indicated in your Order before you submit it.
Please be advised that you may sustain some extra charges imposed by your credit card issuer or by your bank, for which we deny any responsibility.
Payment by credit card.
You must supply your card details when you place your Order. We will place a “hold” on your payment card for the total value of your Order. If the “hold” on your card has been authorized by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until your credit card issuer has authorized the use of your card for payment of the Products ordered. If we do not receive such authorization, we will notify you. We reserve the right to verify the identity of the credit card holder by requesting for appropriate documentation.
After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance is not immediately fully available to you for reasons beyond our control (eg: delays by your credit card issuer in removing the “hold” from your credit card).
Alipay Payment
Should you choose Alipay as payment method, you will be redirected to the Alipay website where the payment will be carried out following the procedure envisaged and regulated by Alipay and the contract terms and conditions as agreed between you and Alipay. You will then be returned to the Website once the payment is completed.
The data entered on the Alipay website will be handled directly by Alipay and will not be sent to or shared with Loro Piana. Loro Piana therefore has no knowledge of and cannot record in any way the details of the credit card connected to your Alipay account or any other payment instrument connected to said account.
In the event of payment via Alipay, the total amount due will be debited by Alipay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Alipay account or to the same credit/debit card that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Alipay and the banking system. Once the credit order in favor of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting you with the refund. To contest these cases, you must contact Alipay directly.
We take all reasonable care to make the Website secure and to prevent frauds.
All transactions on the Website are processed using a secure online payment gateway that encrypts your card details in a secure host environment.
Please note that we may, at any time and at our sole discretion, restrict shipping to certain customers and countries.
If you wish to dispute the validity or amount of a charge that appears on your credit card statement, please contact us at customerservice.hk@loropiana.com or by phone at +852. 56300818. or by WhatsApp at (852) 6797 3675, or live chat.
7. DELIVERY AND ORDER TRACKING
We will not deliver any Products unless or until payment has been authorized and/or credited on Loro Piana's bank account. When the Products have been delivered to our carrier, we will send you the Order Confirmation.
Delivery will be made by courier during normal business hours.
Please be advised that shipping costs may apply to your Order and that our courier cannot deliver and release packages without receiving a signature and/or payment of applicable customs duties.
We will make reasonable efforts to deliver the Products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is a best estimate only, and we will not be liable for any loss or damage suffered by you through any such delay in delivery.
You can track the progress of your Order by entering the tracking number provided in your Order Confirmation.
Risk of loss to products shall pass to you upon delivery of such products. Title to products shall pass from Loro Piana to you upon the later of (i) the date and (if available) time of delivery of such products, or (ii) the date and (if available) time at which we receive payment in full for such products.
As soon as we have delivered the products to you, you will become responsible for them, and for any loss or damage to them thereafter.
Upon delivery of the products, and before signing any document attesting delivery, you must carefully check the integrity of the package. If the external packaging or the merchandise is damaged at time of delivery, please reject the package and note in the acknowledgement / proof(s) of delivery the damage.
By signing the acknowledgement / proof(s) of delivery, you acknowledge that the merchandise and the amount paid is correct.
You hereby waive your rights to any refund or reimbursement if you fail to comply with these provisions.
8. RESALE / RESHIPPING OF OUR MERCHANDISE
The resale, rental or transfer for commercial or professional reasons of Products purchased on the Website is strictly forbidden.
We reserve the right to refuse to accept your Order, if we suspect that you intend to resell our Products.
9. HOW DO I RETURN/EXCHANGE A PRODUCT?
The following policy applies only to Products purchased on our Website.
We cannot accept returns/exchanges of Products purchased on other websites, in physical stores, or Products from countries where we do not ship merchandise directly.
Please see the specific applicable conditions below:
A. To Return or Exchange a Product Online Using Loro Piana's Free Pick Up Service:
i. Products Purchased By You:
You may return or exchange the color or size of any online purchase made by you, within 30 days after the Products are received.
Please note we only accept exchanges for changing the color or size of the same Product already purchased. If you would like a different Product, please return your purchase and place a new order.
Returning or exchanging purchased Products using our return service is free and can be done in 3 easy steps:
1. Please login to your Account (or click on the following link https://us.loropiana.com/en/FAQs?section=faq-returns if not registered). Under “Order History”, you can select the detail page for the relevant Order and indicate the Products which you would like to return/exchange as well as the reason for the return or the new color/size desired. You will receive a Return Authorization Number. Print this number directly from the Website (alternatively if you do not have access to a printer, handwrite the Return Authorization Number on the line indicated in the Delivery Receipt that you received with the original shipment).
2. Place all Products for return/exchange new, unused, and in perfect condition with all of the tags and labels attached in their original boxes and packaging along with the Return Authorization Number (printed or handwritten as per the above).
3. Attach the ESHOP URGENT sticker and the DHL return label that you received with the original shipment to the outside of the box.
In case you want to specify a different pickup address, you can do it while entering the return request (step 1. In the instructions above) and print a new return label. Call DHL directly or visit their website to schedule a free pick up. You will be asked to provide the Loro Piana client code which will appear automatically on your air way bill, and the best time for a pick up.
Return shipments using DHL will be provided to you free of charge.
The right of return is excluded if the Products belong to one of the following categories of Excluded Products: 1) Personalized Products; 2) sealed Products that are not suitable for return for health protection and hygiene reasons (underwear, swimsuits, socks, lingerie, sleep masks, face masks, candles, etc.) and that have not been unsealed after delivery or if the hygiene label is no longer in place.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). HOWEVER, WE CANNOT REFUND YOU ANY APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
ii. Products You Received As a Gift:
You may return or exchange any Products received as a Gift for any reason within 30 days after the Product is received. Please note we only accept exchanges for changing the color or size of the same Product already purchased. If you return a Gift, only the original purchaser will be entitled to receive a refund. Each Gift Product received may be exchanged for one time only.
The right of return is excluded if the Gifts belong to one of the following categories of Excluded Products: 1) Personalized Products; 2) sealed Products that are not suitable for return for health protection and hygiene reasons (underwear, swimsuits, socks, lingerie, sleep masks, face masks, candles, etc.) and that have not been unsealed after delivery or if the hygiene label is no longer in place.
For a gift exchange, please contact our customer service either by email customerservice.hk@loropiana.com or by phone +852. 56300818 to receive a Return Authorization Number and then follow the steps 2. to 3. listed in point i. above.
IF YOU RETURN AN ITEM, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). WE CANNOT REFUND ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when the Products are returned to us, we will review them for quality control. If the Products are sent back in perfect condition, new, unused, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the Products or reimburse the total amount paid minus original shipping costs, and customs dues (as the case may be) to the credit card, PayPal account or the bank account used for the original purchase. We will credit the refund to the credit card, PayPal account or the bank account that you used to pay for the Products within approximately thirty (30) days from the date that we receive the returned Products, save for possible delays of technical nature not attributable to us (e.g.: malfunctions of the credit card system).
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, are sent from countries where we do not ship directly or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/exchange and we will send the original Products back to you.
B. Return of damaged or faulty Products
You have the right to return items for quality problems within the limits set forth by these Terms of Sale.
To benefit from the guarantee, you must be able to show when the Products were purchased by keeping the Delivery Receipt that you received in the original shipment.
This policy applies both to online Products purchased by you and online Products you received as a Gift.
For returns related to quality concerns that occur within 30 days of Products being received, please follow the procedures outlined above under letters A. - point i. for Products purchased by you on our Website and point ii. for Products you received as a Gift - or B. For returns after 30 days of Products being received, please contact our Customer Service at customerservice.hk@loropiana.com or +852. 56300818.
At the time of delivery, you are required to check the Products in order to ascertain that they conform with the Products ordered and that they do not show any defects.
Please note that when the Products are returned for quality problems, we will examine them. If the Products have quality problems, we will repair them (if possible) or replace them with new Products. If we are unable to repair or replace the Products in a timely and satisfactory manner, then:
- for Products purchased by you on our Website, we will refund the price paid for the Products (along with the initial shipping costs and any costs borne by you to return the Products, provided you provide evidence thereof in writing) to the credit card, Alipay used for the original purchase in accordance with the applicable regulations, Any such refund made to you shall be reduced to take account of the use that you have had of the Products since its delivery.
- for Products you received as a Gift, the refund can only be issued to the purchaser therefore you will be contacted by the Customer Service to obtain all the necessary information in connection thereto.
The warranty for lack of conformity will be applicable only if the Products have been used correctly, in compliance with its intended purpose and in accordance with the use and washing instructions contained in and/or furnished with the Products. Therefore, if we reasonably believe that the Products you have returned to us are not faulty/damaged and do not have quality problems, or have been damaged due to misuse or were shipped to us later than the above mentioned deadline, you will not be entitled to a refund and/or repair and/or exchange and we will return the original Products to you
10. ALTERATIONS
The alteration service offers size fitting to customers.
For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, product personalization and repair are not considered an alteration.
You can bring any Ready-to-Wear Products you have purchased online to any one of Loro Piana directly operated stores located in the country where the Products were shipped for basic alterations.
Alterations are provided free of charge within six (6) months after the Products are purchased. Please bring a copy of the Delivery Receipt, as well as the Products to be altered.
The timing of alterations depends on the services requested, the number of Products to be altered, and the availability of the staff at each store.
Please contact the customer service to get the list of the Loro Piana directly operated stores located in the country where the Products were shipped.
11. CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Website, the placement of an Order, the tracking of Products, the availability of Products, the login/registration process and any further information you may need in connection with the use of our Website and/or our Products.
Our customer service is available in English and Chinese language, Monday through Friday between the hours of 10 AM and 7 PM with the exception of holidays.
If you need any information, we invite you to refer to the “FAQ section” on our Website and if you are not satisfied you may contact us at the following email or by phone:
Email: customerservice.hk@loropiana.com
Phone (Monday through Friday between the hours of 10 AM and 7 PM with the exception of holidays): +852. 56300818.
WhatsApp (Monday through Friday between the hours of 10 AM and 7 PM with the exception of holidays): at (852) 6797 3675
Live Chat is available Monday through Friday between the hours of 10 AM and 7 PM with the exception of holidays)
12. PERSONAL INFORMATION
When you place an Order through our Website, you will be providing us with your personal information. We will use your personal information to process your Order and deliver the Products ordered and for other limited purposes. Our collection and use of your personal information will be carried out subject to the terms of our privacy policy on the Website.
By providing us with personal information, you consent to our use of such personal information for purposes of processing Orders, collecting payment, and any requests from the recipient with respect to such Order(s).
13. SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalized Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
No returns or exchanges are accepted for Personalized Products, unless the Personalized Products are damaged or faulty, according to article 9, letter B. However, you may cancel your order within three (3) days after you have placed your order on the Website. In such case, we will refund your purchase in full.
Furthermore, Personalized Product can be returned in case they do not correspond to the products included in the order form duly signed, within 10 days from the delivery by providing the evidence of the purchase (i.e. receipt or invoice) and the order form duly signed.
Personalized Products may be delivered in a time slot indicated on our Website. Delivery terms are merely indicative and may vary according to the personalization requested.
Personalized Products are shipped separately from other Products' orders
After you have placed your order, your credit card or your Alipay account will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently find that we cannot supply the Personalized Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready, we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
The payment methods accepted for Personalized Products service are credit card and Alipay.
14. INTELLECTUAL PROPERTY
The Website and its contents are protected by Intellectual Property Rights.
You acknowledge and agree that all copyright, trademarks and all other Intellectual Property Rights and other similar rights shall remain at all times vested in us or in our licensors. You are not allowed to use any such Intellectual Property Rights as owned by us or our licensors without our express agreement.
15. GENERAL TERMS
These Terms of Sale and any document/terms expressly referred to herein represent the entire agreement between you and us with respect to the subject matter hereof and supersede all prior agreements and understandings, oral or written, with respect to the subject matter hereof.
If any provision of these Terms of Sale shall be deemed invalid, illegal, or unenforceable, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
At any time during the term of the Contract, we reserve the right to assign, transfer, charge, pledge or otherwise dispose of the Contract to third parties any claim(s) for payment which have arisen in connection with the Contract. You may not assign, transfer, charge, pledge or otherwise dispose of the Contract, or any of your rights and obligations arising under the Contract without our express agreement.
No party other than you or us has any right to enforce any term of these Terms of Sale.
If either you or we do not enforce or delay enforcing any of our rights under these Terms of Sale, this will not stop us from doing so at a later date.
16. LAW AND JURISDICTION
These Terms of Sale are governed by the laws of Hong Kong, S. A. R. of the People’s Republic of China and shall be construed accordingly.
Any dispute will be submitted to the exclusive jurisdiction of the courts of Hong Kong S.A.R.
TERMS OF SALE - ORDERS DELIVERED TO THE UNITED KINGDOM (Updated on May 19th , 2021)
These terms of sale (“Terms of Sale”) set out the terms and conditions that will apply to your purchase of Products through the Website. Please read these Terms of Sale carefully before placing an Order. By confirming that you have read and accepted these Terms of Sale when you submit an Order through the Website, you confirm your unconditional acceptance.
Your use of the Website is subject to our “Website Terms of Use”, that you can consult in the Section “Legal” — “Terms of Use of our Website”
The purchase of Products on the Website is reserved solely for consumers. The term “Consumer” is to be understood as any physical person making purchases for purposes unrelated to their business, commercial, artisanal or professional activity
In these Terms of Sale “Loro Piana”, “we” and “us” means Loro Piana GB Limited, with registered office in 47 Sloane Street, London SW1X9LU, United Kingdom, VAT number GB 756814305 Register of companies in England and Wales number 3977893, and “you” means you, our valued customer.
Capitalised terms used in these Terms of Sale shall have the meaning set forth in the “Definition” section of this document, unless otherwise defined elsewhere herein.
These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the supply of Products. No other terms and conditions shall apply. The contract can't be modified unless we agree to vary it in writing or by email.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Website.
DEFINITIONS
In this document:
“Contract” means the contract between you and us for the sale and purchase of Products, comprising your Order, our e-mail confirmation of our acceptance of your Order and these Terms of Sale
“Gift” means any Product that is purchased through the Website for delivery to a different recipient
“Products” means the products that we sell on the Website from time to time
"Loro Piana Store" means any Loro Piana store listed as available for returns on our Website
“Order” means an order for Products
“Order Processing Receipt” means the e-mail Loro Piana will send to you at the time your Order is received by Loro Piana
“Order Confirmation” means the e-mail Loro Piana will send to you at the time the Products are shipped confirming shipment of all or part of the ordered Products
“Delivery Receipt” means the delivery form listing the Products shipped. This form is sent along with the Products
"Terms of Sale" means these terms and conditions of sale
"Website" means our website located at http://www.loropiana.com
“Personalised Products” means the Products for which Loro Piana offers a service of personalisation
“Special Terms” means the special terms of sale for Personalised Products
1. ORDER AND ACCEPTANCE
To place an Order you must be 18 years of age or over. You will have to select the Products on the Website, select colour and size and add the items to your shopping bag.
If you wish to proceed with the purchase, click on “PROCEED TO CHECKOUT” button.
In this case, you may proceed through the registration or the login into your personal account or you may proceed without any registration.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ODER AND PAY” button.
Each Order submitted constitutes an offer to purchase Products from us. Orders are subject to availability and acceptance by us and we may, at any time and at our sole discretion, refuse to accept your Order, including but not limited to cases where:
- you provided us with (i) incorrect information, including without limitation, (ii) insufficient or incorrect payment details, incorrect billing information; insufficient or incorrect shipping address — in this regard, please note we do not ship Products to P.O. boxes; or (iii) fraudulent information;
- there is an error on the Website relating to the Products that you have ordered, for example an error relating to the price or description of the Products as displayed on our Website;
- the Products that you have ordered are no longer available through our Website;
- the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or- we believe that you are under the age of 18.
If we are unable to accept your Order, we will contact you at the e-mail address or telephone number that you have provided to us, as soon as possible within 30 days from the date of your Order. If you place an Order by telephone, you will have to register on the Website during the call and provide us with an e-mail address. After you have placed your Order through the Website or by telephone, you will receive an Order Processing Receipt that is an e-mail from us confirming that your Order has been received by us and is being processed. If you do not receive the Order Processing Receipt within 48 hours of placing the Order, contact us at +39.02.77802800 or by e-mail at customerservice.eu@loropiana.com before you try to place another Order for the same Products.
Please note that the Order Processing Receipt does not constitute acceptance of your Order. The acceptance of your Order and the charge of the amount on your credit card or other means of payment you have selected will take place only when we send you the Order Confirmation through which we inform you that your Order has been shipped. Together with the Order Confirmation you will receive as well an e-invoice for your Order. You hereby acknowledge and agree that we reserve the right to accept your Order in whole or in part; therefore, in the event of partial acceptance, your card will be debited and the Products will be shipped for the part of the Order that was accepted.
If you have any questions, comments or concerns regarding your Order, or if you think that your Order was rejected by us in error, please contact us at the contact details indicated under Section “CUSTOMER SERVICE” below.
2. PRODUCT AVAILABILITY
We will make all reasonable efforts to ensure that the prices and other information about Products displayed on the Website are accurate and up-to-date. However, the inclusion of any Products on our Website does not imply, warrant or guarantee that the Products will be available if you wish to place an Order to purchase them.
We will have the right, at any time and without previous notice, to make changes to the information about Products displayed on the Website, including without limitation information about prices, description or the availability of Products. Changes will not however affect the price, availability or description of any Products for which you received the Order Confirmation.
3. GIFTS
You may purchase Products as a Gift and have it sent to a different recipient.
By making a Gift purchase, you represent that you have permission to provide to us information belonging to the Gift recipient. Please note that you will be liable for providing the recipient's personal data in compliance with any applicable privacy law. We invite you to consult our privacy policy on the Website before providing us with a third party's personal data.
We retain the right to reject your order for any reason if we believe that you may not have proper authorization to provide us with third party information, including, but not limited to, recipient name(s) or address(es).
We will deliver the Gift to your recipient, in reliance upon your representations. You will receive the Order Confirmation from us when your Gift has been shipped to the recipient confirming that we have accepted your Order for the Gift and an e-invoice for your Order.
4. PRICES AND PAYMENTS
The prices of the Products are indicated on the Website and will be confirmed in the Order check-out page, in the Order Confirmation as well as in the e-invoice you receive after your purchase. We reserve the right to vary the price of our Products at any time, provided that we will not alter the price of any Product after we send you the Order Confirmation. Please be aware that prices charged for any Products purchased on the Website may vary to reflect local market pricing and applicable duties.
Prices are inclusive of VAT unless stated otherwise. Any other taxes and duties – if applicable - are not included and are calculated according to the value of your Order and your shipping destination and are itemized on the Order check-out page, in the Order Confirmation as well as in the e-mailed invoice. Shipping costs may also apply to your Order and will be indicated in the Order check-out page.
You may pay by credit card (save for possible restrictions provided by the applicable laws and regulations), as listed on our check-out page. Payment must be made in the currency as indicated on your Order before you submit it.
Please be advised that you may sustain some extra charges imposed by your credit card issuer or by your bank, for which we deny any responsibility.
Payment by credit card. You must supply your card details when you place your Order. We will place a “hold” on your payment card for the total value of your Order. If the “hold” on your card has been authorised by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until your credit card issuer has authorised the use of your card for payment of the Products ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation.
After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance is not immediately fully available to you for reasons beyond our control (eg: delays by your credit card issuer in removing the “hold” from your credit card).
5. DELIVERY AND ORDER TRACKING
Shipping is available only in the United Kingdom when ordering Products from the Website. You can view the countries to which we ship Products and from which we accept returns/exchanges directly on our Website.
We will not deliver any Products unless or until payment has been authorized and/or credited on Loro Piana's bank account. When the Products have been delivered to our carrier, we will send you the Order Confirmation.
Delivery will be made by courier during normal business hours. Please be advised that shipping costs may apply to your Order and that our courier cannot deliver packages without receiving a signature and/or payment of applicable customs duties.
We will make any reasonable effort to deliver the Products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is a best estimate only, and we will not be liable for any loss or damage suffered by you through any such delay in delivery. You can track the progress of your Order by entering the tracking number provided in your Order Confirmation. Products that we deliver to you will become your property at the time that you receive them. As soon as we have delivered the Products to you, you will become responsible for them and for any loss or damage to them thereafter.
Upon delivery of the Products, and before signing any document attesting delivery, you must carefully check the integrity of the package and, should the package be damaged or altered, you must write in the document attesting delivery that you reserve the right to verify the content. You hereby waive your rights to any refund or reimbursement if you fail to comply with these provisions.
6. RESALE / RESHIPPING OF OUR MERCHANDISE
The resale, rental or transfer for commercial or professional reasons of Products purchased on the Site is strictly forbidden. We reserve the right to refuse to accept your Order, if we suspect that you intend to resell our Products.
8. HOW DO I RETURN/EXCHANGE AN ITEM?
The following policy applies only to Products purchased on our Website. We cannot accept returns/exchanges of Products purchased on other websites, in physical stores, or Products from countries where we do not ship merchandise directly.
Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana's Free Pick Up Service:
i. Items Purchased By You:
You may return or exchange the colour or size of any online purchase made by you, within 30 days after the Products are received. Each item can be exchanged or returned one time only. Please note we only accept exchanges for changing the colour or size of the same item already purchased. If you would like a different item, please return your purchase and place a new order.
Returning or exchanging purchased Products using our return service is free and can be done in 3 easy steps:
1. Please login to your Account. Under “Order History”, you can select the detail page for the relevant Order and indicate the items which you would like to return/exchange as well as the reason for the return or the new colour/size desired. You will receive a Return Authorization Number. Print this number directly from the site (alternatively if you do not have access to a printer, handwrite the Return Authorization Number on the line indicated in the Delivery Receipt that you received with the original shipment).
2. Place all items for return/exchange new, unused, and in perfect condition with all of the tags and labels attached in their original boxes and packaging along with the Return Authorization Number (printed or handwritten as per the above).
3. Attach the ESHOP URGENT sticker and the DHL return label that you received with the original shipment to the outside of the box. In case you want to specify a different pickup address, you can do it while entering the return request (step 1. In the instructions above) and print a new return label. Call DHL directly or visit their website to schedule a free pick up. You will be asked to provide the Loro Piana client code which will appear automatically on your air way bill, and the best time for a pick up. Return shipments using DHL will be provided to you free of charge.
The right to return an item using the Loro Piana's Free Pick Up Service is compliant with the right of withdrawal established by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, according to which consumers have a right of withdrawal from contracts concluded at a distance and consumer contracts concluded outside of your business premises.
ii. Items You Received As a Gift:
Unfortunately, Gifts cannot be returned for a refund using our online process; Gifts can only be exchanged for a different size and/or colour within 30 days after the Gift items are received. Each Gift item you receive can be exchanged one time only.
For a gift exchange please contact our customer service either by email customerservice.eu@loropiana.com or by phone +39.02.77802800 to receive a Return Authorization Number and then follow the steps 2. to 3. listed in point i. above.
Please note that when the Products are returned to us, we will review them for quality control. If the Products are sent back in perfect condition, new, unused, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the Products or reimburse the total amount paid minus original shipping costs to the credit card used for the original purchase. We will credit the refund to the credit card that you used to pay for the Products within approximately thirty (30) days from the date that we receive the returned Products, save for possible delays of technical nature not attributable to us (e.g.: malfunctions of the credit card system).
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, are sent from countries where we do not ship directly or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/exchange and we will send the original Products back to you.
B. Return of damaged or faulty Products
All Products are covered by a 24 (twenty-four) month warranty for lack of conformity as provided by law, without prejudice to the possibility that local law may provide for a different timing of the compulsory legal guarantee.
To benefit from the guarantee, you must be able to show when the Products were purchased by keeping the Delivery Receipt that you received in the original shipment.
This policy applies both to online items purchased by you and online items you received as a Gift.
For returns related to quality concerns that occur within 30 days of Products being received, please follow the procedures outlined above under letters A. - point i. for Products purchased by you on our Website and point ii. for items you received as a Gift - or B. For returns after 30 days of Products being received, please contact our Customer Service at customerservice.eu@loropiana.com or +39.02.77802800.
At the time of delivery, you are required to check the Products in order to ascertain that their conform with the Products ordered and that they do not show any defects. You should inform us of the existence of any such lack of conformity within a period of 2 (two) months from the day when you detected the lack of conformity.
Unless proved otherwise, any lack of conformity which becomes apparent within 6 (six) months of delivery of the Products shall be presumed to have existed at the time of delivery unless this presumption is incompatible with the nature of the product or the nature of the lack of conformity.
Please note that when the Products are returned for quality problems we will examine them. If the Products have quality problems, we will repair them (if possible) or replace them with new Products. If we are unable to repair or replace the Products in a timely and satisfactory manner, then:
- for Products purchased by you on our Website, we will refund the price paid for the Products (along with the initial shipping costs and any costs borne by you to return the Products, provided you provide evidence thereof in writing) to the credit card used for the original purchase in accordance with the applicable regulations. You remain responsible for any charge applied by your bank. To the extent permitted by applicable law any refund made to you shall be reduced to take account of the use that you have had of the Products since its delivery.
- for items you received as a Gift, the refund can only be issued to the purchaser therefore you will be contacted by the Customer Service to obtain all the necessary information in connection thereto.
The warranty for lack of conformity will be applicable only if the Products have been used correctly, in compliance with its intended purpose and in accordance with the use and washing instructions contained in and/or furnished with the Products. Therefore, if we reasonably believe that the Products you have returned to us are not faulty/damaged and do not have quality problems, or have been damaged due to misuse or were shipped to us later than the above mentioned deadline, you will not be entitled to a refund and/or repair and/or exchange and we will return the original Products to you.
8. ALTERATIONS
The alteration service offers size fitting to customers. For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, product personalization, customization and repair are not considered an alteration.
You can bring any items you have purchased online in one of Loro Piana Directly Operated Stores located in the country where the items were shipped for basic alterations. Alterations are provided free of charge within six (6) months after the items are purchased. Please bring a copy of the Receipt, as well as the item to be altered. The timing of alterations depends on the services requested, the number of items to be altered, and the availability of the staff at each store.
9. CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Website, the placement of an Order, the tracking of Products, the availability of Products, the login/registration process and any further information you may need in connection with the use of our Website and/or our Products. Our customer service is available in English and Italian language Monday through Friday between the hours of 9 and 18 CET with the exception of holidays.
If you need any information we invite you to refer to the “FAQ section” on our Website and if you are not satisfied you may contact us at the following email or by phone:
- Email: customerservice.eu@loropiana.com
- Phone (Monday through Friday between the hours of 9 and 18 CET with the exception of holidays): +39.02.77802800.
10. PERSONAL INFORMATION
When you place an Order through our Site, you will be providing us with your personal information. We will use your personal information to process your Order and deliver the Products ordered and for other limited purposes. Our collection and use of your personal information will be carried out subject to the terms of our privacy policy on the Website.
By providing us with personal information, you consent to our use of such personal information for purposes of processing Orders, collecting payment, and any requests from the recipient with respect to such Order(s).
11. OUR LIABILITY TO YOU
Nothing in these Terms of Sale will exclude or limit our liability to you for fraud, death or personal injury caused by our negligence, or any other liability which the applicable laws state may not be excluded or limited.
To the fullest extent possible pursuant to applicable law we will not be liable to you under the Terms of Sale for any loss of profit, loss of income, loss of business, loss of revenue or loss of goodwill; any loss or corruption of or damage to data; or any loss or damage which was not a reasonably foreseeable result of either our breach of the Terms of Sale or our breach of our legal duty of care. Loss or damage is “reasonably foreseeable” if, at the time that we and you entered into the Terms of Sale, such loss was either contemplated by us and you or you notified us that the loss may occur if we breached the Terms of Sale or our legal duty of care.
12. GENERAL TERMS
a) These Terms of Sale are governed by English law and shall be construed accordingly, without prejudice to any other imperative provision of law more favourable to the customer applicable in the country of habitual residence of the customer. Any dispute will be submitted to the exclusive jurisdiction of the competent court of the place where the Consumer is domiciled or resident or, at the Consumer's choice, the courts of England and Wales.
b) If either you or we do not enforce or delay enforcing any of our rights under the Terms of Sale, this will not stop us from doing so at a later date.
c) If any provision of these Terms of Sale is not valid or legally enforceable, that term will be deleted and the remaining terms will not be affected.
d) No party other than you or us has any right to enforce any term of the Terms of Sal
13. SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS
These special terms, together with the Terms of Sale, apply to you and your purchase of Personalised Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
- No returns or exchanges are accepted for Personalised Products, unless the Personalised Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
- Personalised Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
- Personalised Products are shipped separately from other Products' orders.
- After you have placed your order, your credit card or your PayPal account will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently learn that we cannot supply the Personalised Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready, we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
- The payment method accepted for Personalised Products service is credit card.
TERMS OF SALE – ORDERS DELIVERED TO US (Updated on June, 2021)
These legal terms and conditions ("Terms of Sale"), as amended from time to time, apply to you and your purchase of any products from Loro Piana through the online store website located at www.loropiana.com (the "Site") that are shipped to any state within the United States of America, including Alaska and Hawaii ("United States" or U.S."). In these Terms of Sale “Loro Piana”, “we” “us”, or “our” means Loro Piana & C. Inc., with registered offices in 711 Fifth Avenue 11th Floor, Ney York, NY 10022, and “you” or “your” means you, our valued customer.
Please read these Terms of Sale carefully before placing an order through the Site. These Terms of Sale are intended to supplement the Site's (i) Terms of Use (which can be viewed here https://us.loropiana.com/en/legal) which governs your use of the Site, and (ii) Privacy Policy (which can be viewed here https://us.loropiana.com/en/privacy-cookies), which describes how we use and process the information that we obtain in connection with your use of the Site and purchase of products through the Site.
NOTE: THESE TERMS CONTAIN A DISPUTE RESOLUTION AND ARBITRATION PROVISION, INCLUDING CLASS ACTION WAIVER THAT AFFECTS YOUR RIGHTS UNDER THESE TERMS AND WITH RESPECT TO DISPUTES YOU MAY HAVE WITH LORO PIANA. YOU MAY OPT OUT OF THE BINDING INDIVIDUAL ARBITRATION AND CLASS ACTION WAIVER AS PROVIDED BELOW.
By placing an order for products through the Site, you confirm that you have read the Terms of Sale in effect at the time of your order, and you agree to be bound by and accept the Terms of Sale in effect at the time of such order. All sales are expressly conditioned upon your agreement to these Terms of Sale.
After you place an order and it is accepted by us, we will send you an e-mail confirmation confirming shipment of all or part of the ordered products ("Order Confirmation"). These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the sale of such products. No other terms and conditions shall apply. The contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an order for products through the Site.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Site.
DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS SITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS SITE. LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE SITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS SITE. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
ORDER AND ACCEPTANCE
To place an order, you must be at least 18 years of age and by placing an order, you represent that you are at least 18 years of age. To place an order, you will have to select the products on the Site you wish to purchase, select their color and size, and add the items to your shopping bag. If you wish to proceed with the purchase, click on “PROCEED TO CHECKOUT” button.
If you wish to proceed with the purchase, click on “PROCEED TO CHECKOUT” button.
You may proceed through the registration or the login into your personal account (in this case, you are responsible for maintaining the confidentiality of your password and restricting access to your password and account. You agree to accept responsibility for all purchases and activities that occur under your account) or you may proceed without any registration.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ODER AND PAY” button.
After we have received the order that you have placed through the Site or by telephone, you will receive an e-mail from us confirming that your order has been received by us and is being processed ("Order Processing Receipt"). If you do not receive an Order Processing Receipt within 48 hours of placing the order, contact us at (212) 652-1650 or toll free at (855) 481-9100 or by e-mail at customerservice.us@loropiana.com before you try to place another order for the same products.
Please note that the Order Processing Receipt reflects the processing of your order and it does not necessarily constitute acceptance of your order. Orders are subject to acceptance by us and we may, at any time and at our sole discretion, refuse to accept your order, including but not limited to cases where:
- you provided us with incorrect or false information, including without limitation, insufficient or incorrect payment or billing information, or insufficient or incorrect shipping address (in this regard, please note we do not ship products to P.O. boxes);
- there is an error on the Site relating to the products that you have ordered, for example an error relating to the price or description of the products as displayed on our Site;
- the products that you have ordered are no longer available through our Site;
- the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or
- we believe that you are under the age of 18.
If we do not accept your order, we will contact you at the e-mail address or telephone number that you provided to us within thirty (30) days from the date of your order. If you place an order by telephone you must register with the Site during the call and provide us with an e-mail address.
If we accept your order your credit card will be charged at the time we ship the products you ordered, at which time we will send you an Order Confirmation and an electronic invoice ("e-invoice") for your order. You hereby acknowledge and agree that we reserve the right to accept your order in whole or in part; therefore, in the event of partial acceptance, your card will be charged and the products will be shipped for the part of the order that was accepted.
If you have any questions, comments or concerns regarding your order, or if you think that your order was rejected by us in error, please contact us using the contact information provided under the section titled “CUSTOMER SERVICE” below.
PRODUCT AVAILABILITY
The images of the products on the Site are for illustrative purposes only. Although we have made every effort to display the colors accurately, we cannot guarantee that your computer's display of the colors accurately reflects the color of the products, and the products you receive may vary from those images.
While we use reasonable efforts to maintain accurate pricing, availability, and other information about products displayed on the Site, such information does not warrant or guarantee that the products will be available if you wish to place an order to purchase them.
We have the right, at any time, to make changes to the information about products displayed on the Site, including without limitation information about prices, description or the availability of products and we may do so without prior notice to you. Changes will not, however, impact the price, availability or description of any products for which you received an Order Confirmation.
GIFTS
You may purchase products for delivery to a recipient other than yourself (a "Gift").
Please note that it is your responsibility to provide the recipient’s personal data in compliance with all applicable privacy laws.
If we accept your order, you will receive an Order Confirmation from us at the time we ship your Gift to the recipient, and an e-invoice for your order.
PRICES AND PAYMENTS
All prices for products are displayed on the Site and will be confirmed in the order check-out page, in the Order Confirmation, and in the e-invoice you receive after we accept your order.
We reserve the right to vary the price of our products at any time, provided that we will not alter the price of any products after we send you the Order Confirmation. Please be aware that prices charged for any products purchased on the Site may vary to reflect local market pricing and applicable duties.
Any taxes and duties are not included and are calculated according to the value of your order and your shipping destination. If you placed your order from an Internet Protocol address originating in the United States, any such taxes and duties will be itemized on the order check-out page, the Order Confirmation, and the e-mailed invoice.
All shipping charges are your responsibility, unless waived by Loro Piana. Shipping charges will be calculated and displayed on the Site prior to finalizing your order. Shipping charges are subject to change without notice.
Loro Piana accepts payment by credit card, Paypal, e-wallet and Pay By Link, as listed on out check-out page. By submitting your order, you represent and warrant that you are authorized to use the designated payment method and authorize us to charge your order (including taxes, shipping and handling) to that payment method. Payment must be made in the currency as indicated on your order before you submit it.
Payment by credit card.
All transactions on the Site are processed using a payment gateway. By submitting your order, you represent and warrant that you are authorized to use the designated credit card and authorize us to charge your order (including taxes, shipping and handling) to that card. If the card cannot be verified or is invalid or is otherwise not acceptable, your order may be suspended or cancelled automatically.
You must supply your card details when you place your order. We will place a “hold” on your payment card for the total value of your order. If the “hold” on your card has been authorized by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the products are shipped to you. We will not accept your order or ship the products to you until your credit card issuer has authorized the use of your card for payment of the products ordered. If we do not receive such authorization, we will notify you by e-mail. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation. After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance will not immediately be fully available to you for reasons beyond our control (e.g., delays by your credit card issuer in removing the “hold” from your credit card).
Please note that Loro Piana is not responsible for any fees imposed by your credit card company, such as currency conversion fees.
If you intend to dispute the validity or amount of any charge that appears on your credit card statement with your credit card company, we encourage you to first contact our customer service department to determine if we can address any concerns that you may have.
We accept the following credit, charge and debit cards: Amex, Diners, Discover, MasterCard and Visa.
Payment by PayPal.
If you choose PayPal as your payment method, you will be redirected to the website www.paypal.com/us where the payment for the products will be carried out following the procedure outlined and regulated by PayPal. By choosing to pay using PayPal, you acknowledge and agree that you will be subject to PayPal’s terms and conditions. The data entered on the PayPal website will be handled directly by PayPal and will not be sent to or shared with us, except for the data that are necessary to perform the delivery of the products if you select the option of PayPal express check out. We will therefore have no knowledge of and cannot record in any way the details of the credit card connected to your PayPal account or any other payment instrument connected to said account.
We will place a “hold” on your PayPal account for the total value of your order. If the “hold” on your PayPal account has been authorised by PayPal, your PayPal account will be debited for the total cost of your order, as indicated in the Order Confirmation, at the time the Products are shipped to you. We will not accept your order, neither will we supply the Products to you until PayPal has authorised the use of your PayPal account for payment of the Products you ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the PayPal account holder by requesting appropriate documentation.
After a “hold” on your PayPal account has been authorized by PayPal, please be advised that, if your PayPal account is debited for a lower amount than the total amount so “held” (eg: if certain products are out of stock), it is possible that the balance will not be immediately fully available to you for reasons beyond our control (eg: delays by PayPal in removing the “hold” from your PayPal account).
Payment by e-Wallet.
(i) Apple Pay
If you have installed the Apple Pay app and activated the Apple Pay option and you are navigating through Safari, you may choose such payment method.
If you choose Apple Pay as an option, a popup will be displayed and you will need to insert/confirm your contact information and shipping and billing address, as well as select the preferred card connected to your account. Once completed, you will need to click on the “continue” button and authenticate yourself through Face ID, passcode, or Fingerprint and confirm the payment, or otherwise follow the most recent payment protocol that has been instituted by Apple.
In the event of payment via Apple Pay, the total amount due will be debited by Apple Pay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Apple Pay account that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Apple Pay and the banking system. Once the credit order in favour of said account has been arranged by Loro Piana, Loro Piana is not responsible for any delays or omissions in crediting you with the refund. To contest these cases, you must contact Apple directly. By choosing to pay using Apple Pay, you acknowledge and agree that you will be subject to Apple’s terms and conditions.
(ii) Google Pay
If you have installed the Google Pay app and activated the Google Pay option, you may choose such payment method.
If you choose Google Pay as an option, a popup will be displayed and you will need to insert/confirm your contact information and shipping and billing address, as well as select the preferred card connected to your account.
Once completed, you will need to click on the “continue” button and authenticate yourself through fingerprint or passcode, if applicable, and confirm the payment, or otherwise follow the most recent payment protocol that has been instituted by Google.
In the event of payment via Google Pay, the total amount due will be debited by Google Pay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Google Pay account that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Google and the banking system. Once the credit order in favour of said account has been arranged by Loro Piana, Loro Piana is not responsible for any delays or omissions in crediting you with the refund. To contest these cases you must contact Google directly. By choosing to pay using Google Pay, you acknowledge and agree that you will be subject to Google’s terms and conditions.
(iii) Alipay
Should you choose Alipay as payment method, you will be redirected to the Alipay website where the payment will be carried out following the procedure envisaged and regulated by Alipay and the contract terms and conditions as agreed between you and Alipay. You will then be returned to the Site once the payment is completed. The data entered on the Alipay website will be handled directly by Alipay and will not be sent to or shared with Loro Piana. Loro Piana therefore has no knowledge of and cannot record in any way the details of the credit card connected to your Alipay account or any other payment instrument connected to said account. In the event of payment via Alipay, the total amount due will be debited by Alipay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Alipay account or to the same credit/debit card that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Alipay and the banking system. Once the credit order in favor of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting you with the refund. To contest these cases you must contact Alipay directly.
(iv) WeChat Pay
If you have installed the WeChat app and activated the WeChat Pay option, you may choose such payment method. If you choose WeChat Pay as an option, a QR code will be displayed and you will need to scan such QR code with the WeChat app and authorize the payment.
In the event of payment via WeChat Pay, the total amount due will be debited by WeChat Pay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your WeChat Pay account that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on WeChat and the banking system. Once the credit order in favor of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting you with the refund. To contest these cases you must contact WeChat directly.
Pay by Link
If you are a customer over the phone, you can choose this secure method of payment. This method allows you to not communicate the credit card information over the phone to the customer service team. Specifically, in order to conclude the transaction, you will receive from the customer service a “Paybylink” link through which insert the information about the method of payment chosen.
DELIVERY AND ORDER TRACKING
We will not deliver any products unless and until payment has been authorized and debited. When the products have been consigned to our carrier, we will send you the Order Confirmation.
Delivery will be made by courier during normal business hours. Please be advised that delivery charges may apply to your order and that our courier cannot deliver packages without receiving a signature.
Our third-party carrier will make any reasonable efforts to deliver the products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is an estimate only, and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery. You can track the progress of your order by entering the tracking number directly into our carrier’s website.
Risk of loss to products shall pass to you upon delivery of such products. Title to products shall pass from Loro Piana to you upon the later of (i) the date of delivery of such products, or (ii) the date on which we receive payment in full for such products. As soon as the products have been delivered to the destination address, you will become responsible for them, and for any loss or damage to them thereafter. Upon delivery of the products, and before signing any document attesting delivery, you must carefully check the integrity of the package.
RESALE / RESHIPPING OF OUR MERCHANDISE
You must not misrepresent yourself as being one of our authorized resellers or as being qualified to resell our products. We reserve the right to refuse to accept your order, if we suspect that you intend to resell our products.
RETURN AND EXCHANGE POLICY
The following policy applies only to products shipped to any state within the U.S., including Alaska and Hawaii, that are purchased from the U.S. Loro Piana entity. These terms do not apply if such products were purchased (i) for shipment to any other jurisdiction, (ii) at a physical store location (including, without limitation, any Loro Piana store), or (iii) through other websites. We will not accept returns/exchanges of products purchased through such other means.
Please see the specific applicable conditions below:
- A. To Return or Exchange An Item Online Using Loro Piana’s Free Pick Up Service:
- Items Purchased By You:
You may return for a refund or exchange any items purchased through the Site for any reason within 30 days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased. If you would like a different item, please return your purchase for a refund and place a new order.
Returning or exchanging purchased products using our return service is free and can be done in 3 easy steps:
a. Login to your Account (or click on the following link https://us.loropiana.com/en/FAQs?section=faq-returns if not registered). Under “Order History”, you can select the detail page for the relevant order and indicate the items which you would like to return/exchange as well as the reason for the return or the new color/size desired. You will receive a Return Authorization Number ("RAN"). Print the RAN directly from the site (alternatively, if you do not have access to a printer, handwrite the RAN on the line indicated in the delivery form that you received with the original shipment ("Delivery Receipt")).
b. Place all items for return/exchange new, unaltered, unused, and in the same condition in which you received the item, with all of the tags and labels attached in their original boxes and packaging along with the RAN (printed or handwritten as per the above).
c. Attach the ESHOP URGENT sticker and the pre-addressed FedEx air way bill that you received with the original shipment to the outside of the box. Call FedEx directly or visit their website to schedule a free pick up. Return shipments using FedEx will be provided to you free of charge.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). HOWEVER, WE CANNOT REFUND YOU THE ORIGINAL SHIPPING FEES YOU PAID, ANY APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
- Items Received As A Gift:
You may return or exchange any items received as a Gift for any reason within 30 days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased.
For a Gift return or exchange you should contact our customer service either by email at customerservice.us@loropiana.com or by phone at (212) 652-1650 or toll free at (855) 481-9100 to receive a RAN and then follow the steps A(1)(b)-(c) above.
IF YOU RETURN AN ITEM, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). WE CANNOT REFUND THE ORIGINAL SHIPPING FEES, ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when the products (whether purchased by You or received as a Gift) are returned to us, we will review them for quality control. If the products are sent back in their original, new, unaltered, and unused condition, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the products or reimburse the total amount paid and applicable taxes minus original shipping and handling costs (including any taxes associated with such charges) to the card used for the original purchase. We will credit the refund to the card used to pay for the products within approximately thirty (30) days from the date that we receive the returned products, save for possible delays of technical nature not attributable to us (e.g., malfunctions of the credit card system).
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange and we may send the original products back to you.
- Items Purchased By You:
- B. To Exchange An Item In Our Stores
Products purchased on our Site, including products received as Gifts, (i) can be exchanged by the recipient at select Loro Piana stores that are listed as available for returns on our Site ("Loro Piana Stores"), or (ii) can be returned for a store credit, which is only valid in the Loro Piana Store where such store credit is issued. Both options are available up to 30 days after the products are received. PLEASE
NOTE THAT LORO PIANA STORES CANNOT OFFER A REFUND FOR ITEMS PURCHASED THROUGH THE SITE. TO RECEIVE A REFUND, PLEASE USE THE PROCESS DESCRIBED IN SECTION A (ABOVE).
Please note we only accept exchanges for changing the color or size of the same item already purchased.
To find the Loro Piana Store nearest you that accepts returns or exchanges of products purchased online, please refer to the list on our Site under “Customer Service – Returns & Exchanges” section or in the documentation you received with your original order.
Returning or exchanging purchased products in our store is free and can be done in 2 easy steps:
- Bring the products, in their original, new, unaltered, unused condition, and with all of the tags and labels attached, in their original packaging along with the Delivery Receipt and e-invoice that you received in the original shipment to a Loro Piana Store that accepts returns.
- A store representative will check the products to make sure that they are in acceptable condition, new, unaltered, unused, and with all of the tags and labels attached. If the products comply with the standards stated in these Terms of Sale, then:
a. If you wish to exchange the products, you will receive the same product in a different color and/or size. Please note that exchanges are only valid for the exact same product in a different color or size, based on availability in the store; or
b. If you wish to return the products, you will be issued a store credit for price paid for the product and applicable taxes (excluding any taxes that may have been assessed on shipping and handling). The store credit will be valid for one year from the date of issue (except where prohibited by applicable law) and must be used in the Loro Piana Store where it was issued.
PLEASE NOTE THAT THE ORIGINAL SHIPPING FEES YOU PAID, APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES, WILL NOT BE TAKEN INTO CONSIDERATION FOR THE CALCULATION OF THE VALUE OF THE STORE CREDIT.
- Bring the products, in their original, new, unaltered, unused condition, and with all of the tags and labels attached, in their original packaging along with the Delivery Receipt and e-invoice that you received in the original shipment to a Loro Piana Store that accepts returns.
CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Site, the placement of an order, the tracking of products, the availability of products, the login/registration process and any further information you may need in connection with the use of our Site and/or our products. Our customer service is available in English Monday through Friday between the hours of 9:00 AM to 6:00 PM Eastern Time with the exception of holidays.
If you need any information we invite you to refer to the “FAQ section” on our Site and if you are not satisfied you may contact us by email (customerservice.us@loropiana.com) or by phone ((212) 652-1650 or toll free at (855) 481-9100).
DISPUTE RESOLUTION AND ARBITRATION; CLASS ACTION WAIVER.
Please read the following Dispute Resolution and Arbitration; Class Action Waiver provision (this “Provision”) carefully. It affects your rights.Please read this Provision carefully. It provides that all Disputes (as defined below) between you and Loro Piana shall be resolved by binding arbitration. Arbitration is a form of private dispute resolution and replaces the right to go to court. In the absence of this arbitration agreement, you may otherwise have a right or opportunity to bring claims in a court, before a judge or jury, and/or to participate in or be represented in a case filed in court by others (including, but not limited to, class actions). Except as otherwise provided, entering into these Terms of Sale constitutes a waiver of your right to litigate claims and all opportunity to be heard by a judge or jury. There is no judge or jury in arbitration, and court review of an arbitration award is limited. The arbitrator must follow these Terms of Sale and can award the same damages and relief as a court (including attorney’s fees).
For purposes of this Provision, “Loro Piana” means Loro Piana & C. Inc. and its parents, subsidiaries, and affiliate companies, and each of their respective officers, directors, employees, and agents. The term “Dispute” means any dispute, claim, or controversy between you and Loro Piana regarding, arising out of or relating to any aspect of your relationship with Loro Piana, whether based in contract, statute, regulation, ordinance, tort (including, but not limited to, fraud, misrepresentation, fraudulent inducement, or negligence), or any other legal or equitable cause of action or claim for relief, and includes the validity, enforceability or scope of this Provision (with the exception of the enforceability of the Class Action Waiver clause below). “Dispute” is to be given the broadest possible meaning that will be enforced, and shall include any claims against other parties relating to services or products provided or billed to you (such as Loro Piana’s licensors, suppliers, dealers or third-party vendors) whenever you also assert claims against us in the same proceeding.
YOU AND LORO PIANA EACH AGREE THAT, EXCEPT AS PROVIDED BELOW, ANY AND ALL DISPUTES, AS DEFINED ABOVE, WHETHER PRESENTLY IN EXISTENCE OR BASED ON ACTS OR OMISSIONS IN THE PAST OR IN THE FUTURE, WILL BE RESOLVED EXCLUSIVELY AND FINALLY BY BINDING ARBITRATION RATHER THAN IN COURT IN ACCORDANCE WITH THIS PROVISION.
Pre-Arbitration Claim Resolution
For all Disputes, whether pursued in court or arbitration, you must first give Loro Piana an opportunity to resolve the Dispute. You must commence this process by emailing us written notification to customerservice.us@loropiana.com . That written notification must include (1) your name, (2) your address, (3) a written description of the Dispute, and (4) a description of the specific relief you seek. If Loro Piana does not resolve the Dispute within 45 days after it receives your written notification, you may pursue your Dispute in arbitration. You may pursue your Dispute in a court only under the circumstances described below.
Exclusions from Arbitration/Right to Opt Out
Notwithstanding the above, you or Loro Piana may choose to pursue a Dispute in court and not by arbitration if (a) the Dispute qualifies, it may be initiated in small claims court; or (b) YOU OPT-OUT OF THESE ARBITRATION PROCEDURES WITHIN 30 DAYS FROM THE DATE THAT YOU FIRST CONSENT TO THESE TERMS OF SALE (the “Opt-Out Deadline”). You may opt out of this Provision by emailing us written notification to customerservice.us@loropiana.com Your written notification must include (1) your name, (2) your address, and (3) a clear statement that you do not wish to resolve disputes with Loro Piana through arbitration. Your decision to opt-out of this Provision will have no adverse effect on your relationship with Loro Piana. Any opt-out request received after the Opt-Out Deadline will not be valid and you must pursue your Dispute in arbitration or small claims court.
Arbitration Procedures
If this Provision applies and the Dispute is not resolved as provided above (Pre-Arbitration Claim Resolution) either you or Loro Piana may initiate arbitration proceedings. The American Arbitration Association (“AAA”), www.adr.org, or JAMS, www.jamsadr.com, will arbitrate all Disputes, and the arbitration will be conducted before a single arbitrator. The arbitration shall be commenced as an individual arbitration only, and shall in no event be commenced as a class arbitration or a consolidated or representative action or arbitration. All issues shall be for the arbitrator to decide, including the scope of this Provision.
For arbitration before AAA, for Disputes of less than $75,000, the AAA’s Supplementary Procedures for Consumer-Related Disputes will apply; for Disputes involving $75,000 or more, the AAA’s Commercial Arbitration Rules will apply. In either instance, the AAA’s Optional Rules For Emergency Measures Of Protection shall apply. The AAA rules are available at www.adr.org or by calling 1-800-778-7879. For arbitration before JAMS, the JAMS Comprehensive Arbitration Rules & Procedures and the JAMS Recommended Arbitration Discovery Protocols For Domestic, Commercial Cases will apply. The JAMS rules are available at www.jamsadr.com or by calling 1-800-352-5267. This Provision governs in the event it conflicts with the applicable arbitration rules. Under no circumstances will class action or representative action procedures or rules apply to the arbitration.
Because these Terms of Sale concern interstate commerce, the Federal Arbitration Act (“FAA”) governs the arbitrability of all Disputes. However, the arbitrator will apply applicable substantive law consistent with the FAA and the applicable statute of limitations or condition precedent to suit.
Arbitration Award – The arbitrator may award on an individual basis any relief that would be available pursuant to applicable law, and will not have the power to award relief to, against or for the benefit of any person who is not a party to the proceeding. The arbitrator will make any award in writing but need not provide a statement of reasons unless requested by a party or if required by applicable law. Such award will be final and binding on the parties, except for any right of appeal provided by the FAA or other applicable law, and may be entered in any court having jurisdiction over the parties for purposes of enforcement.
Location of Arbitration – You or Loro Piana may initiate arbitration in either New York City, NY or the federal judicial district that includes your billing address. However, if Loro Piana initiates the arbitration in New York, you shall have the right to have the arbitration transferred to the AAA or JAMS office within the judicial district that includes your billing address.
Payment of Arbitration Fees and Costs – Loro Piana will pay all arbitration filing fees and AAA or JAMS hearing fees and any arbitrator's hearing fees, costs and expenses upon your written request to the arbitrator given at or before the first evidentiary hearing in the arbitration. You are responsible for all additional fees and costs that you incur in the arbitration, including, but not limited to, attorneys or expert witnesses. Fees and costs may be awarded as provided pursuant to applicable law. In addition to any rights to recover fees and costs under applicable law, if you provide notice and negotiate in good faith with Loro Piana as provided in the section above titled “Pre-Arbitration Claim Resolution” and the arbitrator concludes that you are the prevailing party in the arbitration, you will be entitled to recover reasonable attorney’s fees and costs as determined by the arbitrator.
Class Action Waiver
Except as otherwise provided in this Provision, the arbitrator may not consolidate more than one person’s claims, and may not otherwise preside over any form of a class or representative proceeding or claims (such as a class action, consolidated action, representative action, or private attorney general action) unless both you and Loro Piana specifically agree to do so in writing following initiation of the arbitration. If you choose to pursue your Dispute in court by opting out of the Provision, as specified above, this Class Action Waiver will not apply to you. Neither you, nor any other user of the Loro Piana Service can be a class representative, class member, or otherwise participate in a class, consolidated, or representative proceeding without having complied with the opt-out requirements above.
No Judge or Jury in Arbitration
Arbitration does not involve a judge or jury. You understand and agree that by entering into these Terms of Sale you and Loro Piana are each giving up the right to a jury trial or a trial before a judge in a public court. In the absence of this Provision, you and Loro Piana might otherwise have had a right or opportunity to bring Disputes in a court, before a judge or jury, and/or to participate or be represented in a case filed in court by others (including class actions). Except as otherwise provided below, those rights are waived. Other rights that you would have if you went to court, such as the right to appeal and to certain types of discovery, may be more limited or may also be waived.
Severability
If any clause within this Provision (other than the Class Action Waiver clause above) is found to be illegal or unenforceable, that clause will be severed from this Provision, and the remainder of this Provision will be given full force and effect. If the Class Action Waiver clause is found to be illegal or unenforceable, this entire Provision will be unenforceable, and the Dispute will be decided by a court.
Continuation
This Provision shall survive the termination of your service with Loro Piana or its affiliates. Notwithstanding any provision in these Terms of Sale to the contrary, you and Loro Piana agree that if Loro Piana makes any change to this Provision (other than a change to the Notice Address), you may reject any such change and require Loro Piana to adhere to the present language in this Provision if a dispute between us arises.
GOVERNING LAW; VENUE
These Terms of Sale, and any disputes arising out of or relating to these Terms of Sale, shall be governed by the Federal Arbitration Act and the laws of the State of New York, USA, without giving effect to its conflicts of law principles and excluding the U.N. Convention on the International Sale of Goods. Except for Disputes subject to arbitration as described above, any disputes relating to these Terms of Sale will be heard in the courts located in in the City of New York, State of New York.
GENERAL TERMS
If we fail, at any time during the term of our contract, to insist upon strict performance of any of your obligations under the contract or any of these Terms of Sale, or if we fail to exercise any of the rights or remedies to which we are entitled pursuant to the Terms of Sale, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these Terms shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing
If any provision of these Terms of Sale is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision will be separable from the remainder of the provisions hereof which will continue in full force and effect as if these Terms of Sale had been executed with the invalid provisions eliminated.
Nothing in these Terms of Sale, express or implied, is intended to confer rights, benefits, remedies, obligations or liabilities on any person other than you and Loro Piana (and its respective successors or permitted assigns).
SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS (“Special Terms”)
For certain products Loro Piana offers a service of personalization (“Personalized Products”).
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalized Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
- No returns or exchanges are accepted for Personalized Products, unless the Personalized Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
- Personalized Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
- Personalized Products are shipped separately from other products’ orders.
- After you have placed your order, your credit card will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently learn that we cannot supply the Personalized Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
TERMS OF SALE - ORDERS DELIVERED TO CANADA (Updated on June 21st, 2021)
These terms of sale (“Terms of Sale”), as amended from time to time, set out the terms and conditions that will apply to your purchase of Products through the Website that are shipped to any province or territory within Canada. Please read these Terms of Sale carefully before placing an Order through the Website. By confirming that you have read and accepted these Terms of Sale when you submit an Order through the Website, you confirm your unconditional acceptance of these Terms of Sale and thereby enter into a legally binding agreement with us. All sales are expressly conditioned upon your agreement to these Terms of Sale.
These Terms of Sale are intended to supplement the Website’s (i) “Website Terms of Use” (found here: https://ca.loropiana.com/en/legal-area), which govern your use of the Website, and (ii) “Privacy Policy” (found here: https://ca.loropiana.com/privacy-cookies), which describes how we use and process the information that we obtain in connection with your use of the Website and purchase of Products through the Website.
The purchase of Products on the Website is reserved solely for Consumers. The term “Consumer” is to be understood as any natural person making purchases for purposes unrelated to their business, commercial, artisanal or professional activity.
In these Terms of Sale “Loro Piana”, “we” and “us” means Loro Piana Canada Inc. , with a registered office in 199 Bay Street 5300 Commerce Court West, Toronto ON, M5L 1B9, Business number(TIN): 711663724 RC0001, Inscription n° 1025497-5, e-mail address: customerservice.ca@loropiana.com, tel. 1-855-481-9100 and “you” or “your” means you, our valued customer.
Capitalised terms used in these Terms of Sale shall have the meaning set forth in the “Definition” section of this document, unless otherwise defined elsewhere herein.
After you place an Order, we will send you the Order Processing Receipt. When the Order is accepted by us and the Products are shipped, we will send you the Order Confirmation, with the e-invoice attached.
These Terms of Sale, along with your Order Confirmation and e-invoice, constitute the Contract between us and you for the sale of such Products. No other terms and conditions shall apply. The Contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any Order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an Order for Products through the Website.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Website.
DEFINITIONS
In this document:
“Contract” means the contract between you and us for the sale and purchase of Products, comprising your Order, the Order Confirmation, the e-invoice, and these Terms of Sale.
“Delivery Receipt” means the delivery form listing the Products shipped. This form is sent along with the Products.
“Gift” means any Product that is purchased through the Website for delivery to a different recipient.
“Loro Piana Store” means any Loro Piana store listed as available for returns on our Website, including online shopping facility.
“Order” means an order for Products.
“Order Processing Receipt” means the e-mail Loro Piana will send to you at the time your Order is received by Loro Piana.
“Order Confirmation” means the e-mail Loro Piana will send to you at the time the Products are shipped confirming shipment of all or part of the ordered Products.
“Products” means the products that we sell on the Website from time to time.
“Return Authorization Number” mean the number you will receive to exchange or return Products.
“Terms of Sale” means these terms and conditions of sale.
“Website” means our website located at http://www.loropiana.com.
“Personalised Products” means the Products for which Loro Piana offers a service of personalisation.
“Special Terms” means the special terms of sale for Personalised Products.
1. ORDER AND ACCEPTANCE
To place an Order, you must have attained the age of majority in the jurisdiction in which you live (which is 18 in Alberta, Manitoba, Ontario, Prince Edward Island, Quebec, and Saskatchewan and 19 in British Columbia, New Brunswick, Newfoundland, Northwest Territories, Nova Scotia, Nunavut, and Yukon Territory) and be capable of forming a legally binding contract under applicable law. If you are under the age of majority, then your parent or guardian must place your Order on your behalf. By placing an Order, you represent that you are at least the age of majority in your jurisdiction. To place an Order, you will have to select the Products on the Website, select colour and size, and add them to your shopping bag. If you wish to proceed with the purchase, you may choose one of the following options:
- PAYPAL express check-out option by clicking on “PAYPAL” button. In this case, you will be automatically redirected to the website https://www.paypal.com/cahere you will carry out the payment without registering on the Website. Once the payment is carried out you will be redirected again to the Website in order to fill in the missing information that is necessary to complete the Order;
- Website check-out option by clicking on “PROCEED TO CHECKOUT” button. In this case, you may proceed through the registration or the login into your personal account, or you may proceed without any registration (i.e., guest checkout).
Once you have selected your payment method and filled out the requested information, you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ODER AND PAY” button.
Each Order submitted constitutes an offer to purchase Products from us. Orders are subject to availability and acceptance by us and we may, at any time and at our sole discretion, refuse to accept your Order, including but not limited to cases where:
- you provided us with (i) incorrect information, including without limitation, insufficient or incorrect payment details or incorrect billing information; (ii) insufficient or incorrect shipping address — in this regard, please note we do not ship Products to P.O. boxes; or (iii) fraudulent or false information;
- there is an error on the Website relating to the Products that you have ordered, including an error relating to the price or description of the Products as displayed on our Website (see Clause 2 below for further details);
- the Products that you have ordered are no longer available through our Website;
- the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or
- we believe that you are under the age of majority in your jurisdiction.
If we are unable or refuse to accept your Order, we will contact you at the e-mail address or telephone number that you have provided to us, as soon as possible within 30 days from the date of your Order. If you place an Order by telephone, you will have to register on the Website during the call and provide us with an e-mail address.
After we have received the Order that you have placed through the Website or by telephone, you will receive an Order Processing Receipt that is an e-mail from us confirming that your Order has been received by us and is being processed.
If you do not receive the Order Processing Receipt within 48 hours of placing the Order, contact us at 1-855-481-9100 or by e-mail at customerservice.ca@loropiana.com before you try to place another Order for the same Products.
Please note that the Order Processing Receipt does not constitute acceptance of your Order. The acceptance of your Order and the charge of the amount on your credit card or other means of payment you have selected will take place only when we send you the Order Confirmation email in which we inform you that your Order has been shipped. In addition to the Order Confirmation, you will receive enclosed an e-invoice for your Order. You hereby acknowledge and agree that we reserve the right to accept your Order in whole or in part; therefore, in the event of partial acceptance, your card will be debited and the Products will be shipped for the part of the Order that was accepted.
If you have any questions, comments or concerns regarding your Order, or if you think that your Order was rejected by us in error, please contact us at the contact details indicated under Clause 10 “CUSTOMER SERVICE” below.
2. PRODUCT AVAILABILITY
We make reasonable efforts to ensure that the prices and other information about Products displayed on the Website are accurate and up-to-date. However, misprints, errors, inaccuracies, omissions, and other errors may sometimes occur, so the inclusion of any Products on our Website does not imply, warrant or guarantee that the Products will be available if you wish to place an Order to purchase them.
We have the right, at any time and without previous notice, to make changes to the information about Products displayed on the Website, including without limitation information about prices, description or the availability of Products. Any such changes to the Website will not affect the price, availability, or description of any Products for which you have previously received an Order Confirmation.
3. GIFTS
Subject to the restrictions herein, you may purchase Products as a Gift and have them sent to a recipient other than yourself.
By making a Gift purchase, you represent that you have permission to provide to us information belonging to the Gift recipient. Please note that you will be liable for providing the recipient's personal data in compliance with any applicable privacy laws. We invite you to consult our privacy policy (found here: https://ca.loropiana.com/privacy-cookies) on the Website before providing us with a third party's personal data.
In addition to our reservation of the right to reject any order for any reason, as outlined above, we reserve the right to reject your Order if we believe that you may not have proper authorization to provide us with third party information, including, but not limited to, recipient name(s) or address(es).
We will deliver the Gift to your recipient in reliance upon your representations. You will receive the Order Confirmation and e-invoice from us when your Gift has been shipped to the recipient.
4. PRICES AND PAYMENTS
The prices of the Products are indicated on the Website and will be confirmed in the Order check-out page, in the Order Confirmation, and in the e-invoice you receive after we accept your Order. We reserve the right to vary the price of our Products at any time and for any reason, provided that we will not alter the price of any Product after we send you the Order Confirmation for your purchase of such Product. Please be aware that prices charged for any Products purchased on the Website may vary from time to time to reflect local market pricing and applicable duties.
Taxes are not included in the prices indicated on the Website and are calculated according to the value of your Order and your shipping destination and will be itemized on the Order check-out page, in the Order Confirmation, and in the e-mailed invoice.
No shipping fees and duties will be charged to costumers.
You may pay by credit card, Paypal, e-wallet (save for possible restrictions provided by the applicable laws and regulations) or Pay by Link as listed on our check-out page. By submitting your Order, you represent and warrant that you are authorized to use the designated payment method and authorize us to charge your Order (including taxes, shipping, and handling) to that payment method. Payment must be made in the currency as indicated on your Order before you submit it.
Please be advised that you may sustain some extra charges imposed by your credit card issuer or by your bank, such as currency conversion fees. If so, such charges will solely be your responsibility.
Payment by credit card.
You must supply your card details when you place your Order. We will place a “hold” on your payment card for the total value of your Order. If the “hold” on your card has been authorised by your bank, your credit card will be debited for the total cost of your Order, as indicated in the Order Confirmation, at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you, until your credit card issuer has authorised the use of your card for payment of the Products you ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation.
After a “hold” on your payment card has been authorized by your bank, please be advised that if your credit card is debited for a lower amount than the total amount so “held” (eg: if certain Products are out of stock), it is possible that the balance will not immediately be fully available to you for reasons beyond our control (eg: delays by your credit card issuer in removing the “hold” from your credit card).
We accept the following credit, charge and debit cards: Master Card, Visa, Diners, JCB, American Express, China Union, Discover, Interac Debit.
Payment by PayPal.
If you choose PayPal as your payment method, you will be redirected to the website www.paypal.com/ca where the payment for the Products will be carried out following the procedure outlined and regulated by PayPal. By choosing to pay using PayPal, you acknowledge and agree that you will be subject to PayPal’s terms and conditions. The data entered on the PayPal website will be handled directly by PayPal and will not be sent to or shared with us, except for the data that are necessary to perform the delivery of the Products if you select the option of PayPal express check out. We will therefore have no knowledge of and cannot record in any way the details of the credit card connected to your PayPal account or any other payment instrument connected to said account.
We will place a “hold” on your PayPal account for the total value of your Order. If the “hold” on your PayPal account has been authorised by PayPal, your PayPal account will be debited for the total cost of your Order, as indicated in the Order Confirmation, at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until PayPal has authorised the use of your PayPal account for payment of the Products you ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the PayPal account holder by requesting appropriate documentation.
After a “hold” on your PayPal account has been authorized by PayPal, please be advised that, if your PayPal account is debited for a lower amount than the total amount so “held” (eg: if certain Products are out of stock), it is possible that the balance will not be immediately fully available to you for reasons beyond our control (eg: delays by PayPal in removing the “hold” from your PayPal account).
Payment by e-Wallet.
(i) Apple Pay
If you have installed the Apple Pay app and activated the Apple Pay option and you are navigating through Safari, you may choose such payment method.
If you choose Apple Pay as an option, a popup will be displayed and you will need to insert/confirm your contact information and shipping and billing address, as well as select the preferred card connected to your account. Once completed, you will need to click on the “continue” button and authenticate yourself through Face ID, passcode, or Fingerprint and confirm the payment, or otherwise follow the most recent payment protocol that has been instituted by Apple.
In the event of payment via Apple Pay, the total amount due will be debited by Apple Pay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Apple Pay account that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Apple Pay and the banking system. Once the credit order in favour of said account has been arranged by Loro Piana, Loro Piana is not responsible for any delays or omissions in crediting you with the refund. To contest these cases, you must contact Apple directly. By choosing to pay using Apple Pay, you acknowledge and agree that you will be subject to Apple’s terms and conditions.
(ii) Google Pay
If you have installed the Google Pay app and activated the Google Pay option, you may choose such payment method.
If you choose Google Pay as an option, a popup will be displayed and you will need to insert/confirm your contact information and shipping and billing address, as well as select the preferred card connected to your account.
Once completed, you will need to click on the “continue” button and authenticate yourself through fingerprint or passcode, if applicable, and confirm the payment, or otherwise follow the most recent payment protocol that has been instituted by Google.
In the event of payment via Google Pay, the total amount due will be debited by Google Pay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Google Pay account that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Google and the banking system. Once the credit order in favour of said account has been arranged by Loro Piana, Loro Piana is not responsible for any delays or omissions in crediting you with the refund. To contest these cases you must contact Google directly. By choosing to pay using Google Pay, you acknowledge and agree that you will be subject to Google’s terms and conditions.
(iii) Alipay
Should you choose Alipay as payment method, you will be redirected to the Alipay website where the payment will be carried out following the procedure envisaged and regulated by Alipay and the contract terms and conditions as agreed between you and Alipay. You will then be returned to the Site once the payment is completed. The data entered on the Alipay website will be handled directly by Alipay and will not be sent to or shared with Loro Piana. Loro Piana therefore has no knowledge of and cannot record in any way the details of the credit card connected to your Alipay account or any other payment instrument connected to said account. In the event of payment via Alipay, the total amount due will be debited by Alipay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Alipay account or to the same credit/debit card that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Alipay and the banking system. Once the credit order in favor of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting you with the refund. To contest these cases you must contact Alipay directly.
(iv) WeChat Pay
If you have installed the WeChat app and activated the WeChat Pay option, you may choose such payment method. If you choose WeChat Pay as an option, a QR code will be displayed and you will need to scan such QR code with the WeChat app and authorize the payment.
In the event of payment via WeChat Pay, the total amount due will be debited by WeChat Pay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your WeChat Pay account that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on WeChat and the banking system. Once the credit order in favour of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting you with the refund. To contest these cases you must contact WeChat directly.Pay by Link
If you are a customer over the phone, you can choose this secure method of payment. This method allows you to not communicate the credit card information over the phone to the customer service team. Specifically, in order to conclude the transaction, you will receive from the customer service a “Paybylink” link through which insert the information about the method of payment chosen.
All transactions on the Website are processed using a third party secure online payment gateway that encrypts your card details in a secure host environment.
If we use third-party payment processors, you must comply with the terms of all agreements between you and those providers and must deal directly with those third parties to resolve any disputes regarding the processing of your payment. We may need to share your payment details with third-party service providers, and by providing this information you specifically authorise us to share that information as described.
Please note that we may, at any time and at our sole discretion, restrict shipping to certain customers and countries. If you wish to dispute the validity or amount of a charge that appears on your credit card statement, we encourage you to first contact our customer service department to determine if we can address any concerns that you may have ( customerservice.ca@loropiana.com or 1-855-481-9100).
5. DELIVERY AND ORDER TRACKING
International shipping is available when ordering Products from the Website. You can view the countries to which we ship Products and from which we accept returns/exchanges directly on our Website.
We will not deliver any Products unless or until payment has been authorized and/or credited on Loro Piana's bank account. When the Products have been delivered to our carrier, we will send you the Order Confirmation.
Delivery will be made by courier during normal business hours. Please be advised that shipping costs may apply to your Order and that our courier cannot deliver packages without receiving a signature and/or payment of applicable customs duties.
We will make reasonable efforts to deliver the Products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is a best estimate only, and we will not be liable for any loss or damage suffered by you through any such delay in delivery. You can track the progress of your Order by entering the tracking number provided in your Order Confirmation directly into our carrier’s website. Products that we deliver to you will become your property at the later of (i) the time that you receive them, or (ii) the date on which we receive payment in full for such products. As soon as we have delivered the Products to you, you will become responsible for them and for any loss or damage to them thereafter. If you refuse to take delivery of your Order, or any part of it, without authorization from us, you will be responsible for all shipping charges.
Upon delivery of the Products, and before signing any document attesting delivery, you must carefully check the integrity of the package and, should the package be damaged or altered, you must write in the document attesting delivery that you reserve the right to verify the content.
6. RESALE / RESHIPPING OF OUR MERCHANDISE
The resale, rental or transfer for commercial or professional reasons of Products purchased on the Website is strictly forbidden. You must not misrepresent yourself as being one of our authorized resellers or as being qualified to resell our Products. We reserve the right to refuse to accept your Order if we suspect that you intend to resell our Products.
7. HOW DO I RETURN/EXCHANGE A PRODUCT?
The following policy applies only to Products purchased on our Website. We cannot accept returns/exchanges of Products purchased on other websites, in physical stores, or Products from countries where we do not ship merchandise directly.
In addition to the return/exchange rights described below, you may have the right to cancel a Contract within certain periods if we do not comply with the applicable consumer protection legislation.
Please see the specific applicable conditions below:
A. To Return or Exchange a Product Online Using Loro Piana's Free Pick Up Service:
i. Products Purchased By You:
You may return for a refund or exchange any Product purchased through the Website for any reason within 30 days after the Products are received. Each Product can be exchanged or returned one time only. Please note we only accept exchanges for changing the colour or size of the same Product already purchased (i.e., you cannot exchange a Product for a completely different Product). If you would like a different Product, please return your purchase and place a new order.
In order to make a return, please contact the customer service department at 1-855-481-9100 or email at customerservice.ca@loropiana.com, to receive a prepaid return label. You will need to print this label and attach it to the outside of the package. You can contact the courier identified on the prepaid return label in order to find your nearest drop off location or schedule a pickup with them directly.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT(S) AND APPLICABLE TAXES. HOWEVER, WE CANNOT REFUND YOU THE ORIGINAL SHIPPING FEES YOU PAID, ANY APPLICABLE HANDLING SURCHARGE YOU PAID, ANY CUSTOMS DUTIES YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
ii. Products You Received As a Gift:
Unfortunately, Gifts cannot be returned for a refund using our online process; Gifts can only be exchanged for a different size and/or colour within 30 days after the Gifts are received. Each Gift Product received may be exchanged one time only.
In order to make a return, please contact the customer service department at 1-855-481-9100 or email at customerservice.ca@loropiana.com, to receive a prepaid return label. You will need to print this label and attach it to the outside of the package. You can contact the courier identified on the prepaid return label in order to find your nearest drop off location or schedule a pickup with them directly.
IF YOU RETURN A GIFT, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE GIFT AND APPLICABLE TAXES. WE CANNOT REFUND THE ORIGINAL SHIPPING FEES, ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, ANY CUSTOMS DUTIES, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when Products are returned to us, regardless of whether such Products were purchased by you or received/sent as a Gift, we will review them for quality control. If the Products are sent back in their original, new, unaltered, unused condition, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the Products or reimburse the total amount paid for the Product and applicable taxes (excluding original shipping fees, any applicable handling surcharge paid by the original Purchaser, , and any taxes associated with such charges, none of which will be refundable costs) to the credit card, PayPal account, or other payment method used for the original purchase. We will credit such refund within approximately thirty (30) days from the date that we receive the returned Products, save for possible delays of technical nature not attributable to us (e.g.: malfunctions of the credit card system). You remain responsible for any charge applied by your bank.
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, are sent from countries where we do not ship directly, or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/exchange and we will send the original Products back to you.
No shipping fees and duties will be charged.
10. CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Website, the placement of an Order, the tracking of Products, the availability of Products, the login/registration process, and any other information you may need in connection with the use of our Website and/or our Products. Our customer service is available in English from Monday to Sunday 9am – 6 PM EST and in French from Monday to Friday 9 AM – 6 PM EST with the exception of holidays.
If you need any information, we invite you to refer to the “FAQ section” on our Website and if you are not satisfied you may contact us at the following email or by phone:
- Email: customerservice.ca@loropiana.com
- Phone 1-855-481-9100
11. PERSONAL INFORMATION
When you place an Order through our Website, you will be providing us with your personal information. We will use your personal information to process your Order and deliver the Products ordered and for other limited purposes. Our collection and use of your personal information will be carried out subject to the terms of our privacy policy on the Website (found here: https://ca.loropiana.com/privacy-cookies).
By providing us with personal information, you consent to our use of such personal information for purposes of processing Orders, collecting payment, any requests from the recipient with respect to such Order(s), and for the purposes described in our privacy policy.
12. OUR LIABILITY TO YOU
CONSUMERS IN QUEBEC, CANADA: QUEBEC’S CONSUMER PROTECTION ACT (CQLR C P-40.1) PROVIDES YOU WITH CERTAIN RIGHTS, INCLUDING WARRANTIES AS TO ACCEPTABLE QUALITY, SAFETY, DURABILITY, ACCURATE DESCRIPTION AND AGAINST HIDDEN DEFECTS. NOTHING IN THIS PROVISION IS INTENDED TO LIMIT OR REPLACE ANY OF YOUR RIGHTS UNDER THE CONSUMER PROTECTION ACT (CQLR C P-40.1), AND TO THE EXTENT THAT IT IS PROHIBITED BY LAW, THE EXCLUSION HEREUNDER DOES NOT APPLY TO QUEBEC CONSUMERS.
TO THE EXTENT PERMITTED BY APPLICABLE LAW, LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS WEBSITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS WEBSITE. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, DURABILITY, LACK OF VIRUSES OR HARMFUL CODE, PERFORMANCE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. TO THE EXTENT PERMITTED BY APPLICABLE LAW, YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE WEBSITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH ABOVE. WE DO NOT PROMISE THAT THE WEBSITE, OR THE PRODUCTS, SERVICES, OR CONTENT PROVIDED THROUGH THE WEBSITE, WILL BE ERROR-FREE, UNINTERRUPTED, OR SECURE, THAT ANY DEFECTS WILL BE CORRECTED, OR THAT YOUR USE OF THE WEBSITE, OR THE PRODUCTS, SERVICES, OR CONTENT PROVIDED THROUGH THE WEBSITE, WILL PRODUCE SPECIFIC RESULTS. YOU USE THE WEBSITE, AND THE PRODUCTS, SERVICES, AND CONTENT PROVIDED THROUGH THE WEBSITE, AT YOUR OWN RISK.
THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL, TO THE EXTENT PERMITTED BY LAW, APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, PRODUCT LIABILITY, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, LOSS OF BUSINESS, LOSS OF DATA, DAMAGE TO PROPERTY, EXPENSES OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS WEBSITE.
SOME PROVINCES AND TERRITORIES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES, NOR THE DISCLAIMER OF CERTAIN WARRANTIES AND CONDITIONS, SO THE ABOVE LIMITATIONS OR DISCLAIMERS MAY NOT APPLY TO YOU.
13. GOVERNING LAW; DISPUTE RESOLUTION
The provisions set out in this section 13 are prohibited by Quebec’s Consumer Protection Act (CQLR c P-40.1) and therefore do not apply to users in Quebec, Canada.
(a) These Terms of Sale are governed by the laws of the Province of British Columbia and the laws of Canada applicable therein and shall be construed accordingly, without reference to any rules of private international law or the conflict of laws that would lead to the application of the laws of any other jurisdiction and excluding any law that implements the United Nations Convention on Contracts for the International Sale of Goods.
(b) Arbitration: Except as expressly set forth in this section 13 and subject to section 13(d), except where prohibited by applicable law, all disputes, controversies and claims arising under, out of, in connection with, or in relation to these Terms of Sale, the Website or any related matters (collectively "Disputes" and each a "Dispute") will be referred to and finally resolved by binding arbitration administered by the British Columbia International Commercial Arbitration Centre (the "BCICAC") in accordance with its rules and these Terms of Sale. There will be a single arbitrator, and the arbitration will be private and confidential. The arbitration will be held at Vancouver, British Columbia and the language used in the arbitration will be the English language. Any award rendered in an arbitration is final and binding and judgment on the award may be entered in any court having jurisdiction for its enforcement. Notwithstanding the foregoing, this section 13(b) does not apply to a Dispute based upon infringement, misappropriation or violation of intellectual property rights (including copyright and trademarks).
(c) Court Litigation: If and to the extent, and for any reason, that a Dispute is not subject to arbitration as set forth in section 13(b), then subject to section 13(d), the Dispute will be resolved before the Supreme Court of British Columbia sitting in the City of Vancouver, and you and Loro Piana each hereby irrevocably submit and attorn to the original and exclusive jurisdiction of that court in respect of all of those Disputes, except that Loro Piana may commence litigation against you in the competent courts of any other jurisdiction seeking injunctive relief (or similar urgent legal remedies) to avoid irreparable harm or to preserve the status quo or to enforce these Terms of Sale.
(d) Informal Dispute Resolution: Before you commence arbitration or litigation regarding a Dispute: (i) you will give notice of the Dispute to our customer care representatives at customerservice.ca@loropiana.com or 1-855-481-9100 and allow us at least 30 days to investigate and attempt to resolve the Dispute; and (ii) upon request by us during the 30 day period you will participate in good faith discussions regarding the Dispute with a view to resolving the dispute in a reasonable manner.
(e) Temporary/Injunctive Relief: Notwithstanding that a Dispute is subject to arbitration under section 13(b): (i) you or Loro Piana may commence litigation in the Supreme Court of British Columbia sitting in the City of Vancouver seeking injunctive relief (or similar urgent legal remedies) to avoid irreparable harm or to preserve the status quo, and you and Loro Piana each hereby irrevocably submit and attorn to the non-exclusive jurisdiction of that court in respect of those matters; and (ii) Loro Piana may commence litigation against you in the competent courts of any other jurisdiction seeking injunctive relief (or similar urgent legal remedies) to avoid irreparable harm or to preserve the status quo or to enforce these Terms of Sale.
(f) NO JURY OR CLASS PROCEEDINGS: YOU AND LORO PIANA EACH IRREVOCABLY WAIVE ALL RIGHTS TO TRIAL BY JURY OR TO COMMENCE OR PARTICIPATE IN A CLASS OR REPRESENTATIVE ARBITRATION OR LITIGATION. ANY ARBITRATION OR COURT LITIGATION REGARDING DISPUTES WILL BE BROUGHT BY YOU OR LORO PIANA IN AN INDIVIDUAL CAPACITY, AND NOT AS PLAINTIFF OR CLASS MEMBER IN A CLASS OR REPRESENTATIVE PROCEEDING. THE WAIVER OF THE RIGHT TO PARTICIPATE IN A CLASS OR REPRESENTATIVE PROCEEDING IS PROHIBITED BY LAW IN SOME JURISDICTIONS, AND SO THE FOREGOING WAIVER MIGHT NOT APPLY TO YOU.
14. GENERAL TERMS
(a) If we fail, at any time during the term of our Contract, to insist upon strict performance of any of your obligations under the Contract or any of these Terms of Sale, or if we fail to exercise any of the rights or remedies to which we are entitled under the Terms of Sale, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. Our waiver of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these Terms of Sale shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing
(b) If any provision of these Terms of Sale is held invalid, illegal, or unenforceable for any reason by any court of competent jurisdiction, that provision will be separable from the remainder of the provisions hereof, which will continue in full force and effect as if these Terms of Sale had been executed with the invalid provision(s) eliminated.
(c) No party other than you or us has any right to enforce, or is conferred any benefits under, any term of these Terms of Sale.
(d) You and Loro Piana have each expressly requested and required that these Terms of Sale and all documents that relate hereto be drawn up in the English language. Les parties conviennent et exigent expressément que ce Contrat et tous les documents qui s'y rapportent soient rédigés en anglais.
(e) For your convenience, the Website may provide links or references to other Internet sites or resources and businesses operated by other persons (collectively "Linked Sites"). Linked Sites are independent from Loro Piana, and Loro Piana does not endorse, and has no responsibility or liability for or control over, Linked Sites or their business, goods, services, or content. Your use of Linked Sites and your dealings with the owners or operators of Linked Sites is at your own risk, and you will not make any claim against Loro Piana arising from, connected with, or relating to your use of Linked Sites or your dealings with the owners or operators of Linked Sites.
15. SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalised Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
- No returns or exchanges are accepted for Personalised Products, unless the Personalised Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Website. In such case, we will refund your purchase in full.
- Personalised Products may be delivered within a time period indicated on our Website. However, such delivery terms are merely estimated (i.e., are not guaranteed or binding on us) and may vary according to the personalization requested.
- Personalised Products are shipped separately from other Product orders.
- After you have placed your order for Personalised Products, your credit card, PayPal account, or other payment method will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently learn that we cannot supply the Personalised Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready, we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
- The payment methods accepted for Personalised Products service are credit card, PayPal, E-wallet and Pay by Link
TERMS OF SALE – ORDERS DELIVERED TO UAE (Updated on April 20th, 2020)
These Terms of Sale set out the terms and conditions that will apply to your purchase of Products through the Website or by telephone and delivered to the UAE. Please read these Terms of Sale carefully before placing an Order. By confirming that you have read and accepted these Terms of Sale when you submit an Order through the Website, you confirm your unconditional acceptance. For purchase of Products by telephone, the additional terms set out at the end of this document prevail to the extent of any conflict with the remainder of these Terms of Sale.
Your use of the Website is subject to our “Website Terms of Use” that you can consult in the Section “Legal” – “Terms of Use of our Website”
The purchase of Products on the Website is reserved solely for consumers. The term “Consumer” is to be understood as any physical person making purchases for purposes unrelated to their business, commercial artisanal or professional activity.
In these Terms of Sale “Loro Piana”, “we” and “us” means Cashmere Lifestyle Luxury Trading LLC, with registered offices in U-Bora Tower 2, unit 2002, Business Bay Plot No. 144, Dubai, United Arab Emirates, VAT number 100587967900003, Register Number at Government of Dubai n. 1297708 and “you” means you, our valued customer.
Capitalised terms used in these Terms of Sale shall have the meaning set forth in the “Definition” section of this document.
These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the supply of Products. No other terms and conditions shall apply. The contract can’t be modified unless we agree to vary it in writing or by email.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Website.
DEFINITIONS
In this document:“Contract” means the contract between you and us for the sale and purchase of Products, comprising your Order, our e-mail confirmation of our acceptance of your Order and these Terms of Sale
“Gift” means any Product that is purchased through the Website for delivery to a different recipient
“Products” means the products that we sell on the Website from time to time
"Loro Piana Store" means any Loro Piana store listed as available for returns on our Website
“Order” means an order for Products
“Order Processing Receipt” means the e-mail Loro Piana will send to you at the time your Order is received by Loro Piana
“Order Confirmation” means the e-mail Loro Piana will send to you at the time the Products are shipped confirming shipment of all or part of the ordered Products
“Delivery Receipt” means the delivery form listing the Products shipped. This form is sent along with the Products
"Terms of Sale" means these terms and conditions of sale
"Website" means our website located at www.loropiana.com
“Personalised Products” means the Products for which Loro Piana offers a service of personalisation
“Special Terms” means the special terms of sale for Personalised Products
1. ORDER AND ACCEPTANCE
To place an Order you must be 21 years of age or over. You will have to select the Products on the Website, select colour and size and add the items to your shopping bag.If you wish to proceed with the purchase, you may choose one of the following options:
- Website check-out option by clicking on “PROCEED TO CHECKOUT” button. In this case, you may proceed through the registration or the login into your personal account or you may proceed without any registration. Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ORDER AND PAY” button.
Each Order submitted constitutes an offer to purchase Products from us. Orders are subject to availability and acceptance by us and we may, at any time and at our sole discretion, refuse to accept your Order, including but not limited to cases where:
- you provided us with incorrect information, including without limitation, insufficient or incorrect payment details, incorrect billing information; insufficient or incorrect shipping address – in this regard, please note we do not ship Products to P.O. boxes; or fraudulent information;
- there is an error on the Website relating to the Products that you have ordered, for example an error relating to the price or description of the Products as displayed on our Website;
- the Products that you have ordered are no longer available through our Website;
- the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or- we believe that you are under the age of 21.
If we are unable to accept your Order, we will contact you at the e-mail address or telephone number that you have provided to us, as soon as possible within 30 days from the date of your Order.
After you have placed your Order through the Website, you will receive an Order Processing Receipt that is an e-mail from us confirming that your Order has been received by us and is being processed.
If you do not receive the Order Processing Receipt within 48 hours of placing the Order, contact us at the phone number +97 14 52 62 410 or by WhatsApp at +971 54 998 8562, or with live chat or by e-mail at customerservice.eu@loropiana.com before you try to place another Order for the same Products.
Please note that the Order Processing Receipt does not constitute acceptance of your Order. The acceptance of your Order and the charge of the amount on your credit card or other means of payment you have selected will take place only when we send you the Order Confirmation through which we inform you that your Order has been shipped. Together with the Order Confirmation you will receive as well an e-invoice for your Order. You hereby acknowledge and agree that we reserve the right to accept your Order in whole or in part; therefore, in the event of partial acceptance, your card will be debited and the Products will be shipped for the part of the Order that was accepted.
If you have any questions, comments or concerns regarding your Order, or if you think that your Order was rejected by us in error, please contact us at the contact details indicated under Section “CUSTOMER SERVICE” below.
2. PRODUCT AVAILABILITY
We will make all reasonable efforts to ensure that the prices and other information about Products displayed on the Website are accurate and up-to-date. However, the inclusion of any Products on our Website does not imply, warrant or guarantee that the Products will be available if you wish to place an Order to purchase them.We will have the right, at any time and without previous notice, to make changes to the information about Products displayed on the Website, including without limitation information about prices, description or the availability of Products. Changes will not however affect the price, availability or description of any Products for which you received the Order Confirmation.
3. GIFTS
You may purchase Products as a Gift and have it sent to a different recipient.Please note that you will be liable for providing the recipient’s personal data in compliance with any applicable privacy law. We invite you to consult our Privacy Policy on the Website before providing us with a third party’s personal data.
We will deliver the Gift to your recipient. You will receive the Order Confirmation from us when your Gift has been shipped to the recipient confirming that we have accepted your Order for the Gift and an e-invoice for your Order.
4. PRICES AND PAYMENTS
The prices of the Products are indicated on the Website and will be confirmed in the Order check-out page, in the Order Confirmation as well as in the e-invoice you receive after your purchase. We reserve the right to vary the price of our Products at any time, provided that we will not alter the price of any Product after we send you the Order Confirmation. Please be aware that prices charged for any Products purchased on the Website may vary to reflect local market pricing and applicable duties.All prices are inclusive of local VAT, as applicable. If you are connecting to the Website with a different country’s IP address from the one of the shipping destination, any applicable sales taxes, duties or local VAT may be calculated according to the value of your Order and your shipping destination and are itemized on the Order check-out page, in the Order Confirmation as well as in the e-mailed invoice. Shipping costs may also apply to your Order and will be indicated in the Order check-out page.
You may pay by credit card, bank wire transfer or payment on delivery as listed on our check-out page. Payment must be made in the currency as indicated on your Order before you submit it.
Please be advised that you may sustain some extra charges imposed by your credit card issuer or by your bank, for which we deny any responsibility.
Payment by credit card. You must supply your card details when you place your Order. We will place a “hold” on your payment card for the total value of your Order. If the “hold” on your card has been authorised by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until your credit card issuer has authorised the use of your card for payment of the Products ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation.
After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance is not immediately fully available to you for reasons beyond our control (eg: delays by your credit card issuer in removing the “hold” from your credit card).
Payment by wire transfer
In case of payment by wire transfer, the payment shall be made to the following bank account:
Account Name: CASHMERE LIFESTYLE LUXURY TRADING LLC
Account No.: 022-760409-001
Account Type: AED
Bank: HSBC Bank Middle East Limited
IBAN No.: AE870200000022760409-001
Swift Code: BBMEAEAD
You will be responsible for the payment of any charges applied by your bank to the transfer and/or to any currency exchange. Please note that we will only accept payments from bank accounts whose holder is the person placing the Order on the Website and who will then receive the e-invoice: therefore, you could be contacted by our Customer Service to have all necessary information in connection thereto. We will not accept your Order, neither we will supply the Products to you until we receive confirmation from our bank that the payment has been successfully credited on our bank account. We reserve the right to verify the identity of the bank account holder by requesting appropriate documentation.
We take all reasonable care to make the Website secure and to prevent frauds. All transactions on the Website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. Please note that we may, at any time and at our sole discretion, restrict shipping to certain customers and countries. If you wish to dispute the validity or amount of a charge that appears on your credit card statement, please contact us at customerservice.eu@loropiana.com or by phone +97 14 52 62 410, or by WhatsApp at +971 54 998 8562 or live chat.
Payment by Cash On Delivery ("COD")
Loro Piana accepts payment by COD through our courier partner, Time Express. To be eligible for this service, merchandise must be shipped to an address within the COD service area provided by Time Express.
The Time Express courier accepts cash payment for all orders with a total value up to 50,000 AED.
Orders paid with a credit/debit card on the Point of Sales ("POS") machine brought by Time Express on deliver will experience a surcharge of 3,5% of paid amount.
By signing the proof(s) of delivery provided by Time Express, you acknowledge that the amount charged and paid and the merchandise is correct. Please note all COD orders must be accepted or rejected in full. If you would only like a portion of the items ordered, you must first accept and pay for all of the items ordered and then follow our return process listed below.
Refunds for COD will be processed through wire transfer directly to the original purchaser’s bank account. For more details, please read the Return and Exchange Policy section below.
5. DELIVERY AND ORDER TRACKING
International shipping is available when ordering Products from the Website. You can view the countries to which we ship Products and from which we accept returns/exchanges directly on our Website.We will not deliver any Products unless or until payment has been authorized and/or credited on Loro Piana's bank account. When the Products have been delivered to our carrier we will send you the Order Confirmation.
Delivery will be processed by courier between 7 am to 9 pm (GST). Please be advised that shipping costs may apply to your Order and that our courier cannot deliver packages without receiving a signature and/or payment of applicable customs duties.
Same day delivery service is applicable exclusively to orders directed to Dubai and Abu Dhabi.
Same day delivery is available to all orders placed before 11 am at the same day.
For orders directed to all other UAE addresses next day delivery service will be applicable.
Next day delivery is available to all orders placed between 11 am and 5pm (GST) on the previous day.
We will make any reasonable effort to deliver the Products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is a best estimate only, and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery. You can track the progress of your Order by entering the tracking number provided in your Order Confirmation.
Products that we deliver to you will become your property at the time that you receive them. As soon as we have delivered the Products to you, you will become responsible for them and for any loss or damage to them thereafter.
Upon delivery of the Products, and before signing any document attesting delivery, you must carefully check the integrity of the package and, should the package be damaged or altered, you must write in the document attesting delivery or immediately by email writing to customerservice.eu@loropiana.com that you reserve the right to verify the content. Failure to do so may result in a liability for us, for which you might be held responsible.
6. RESALE / RESHIPPING OF OUR MERCHANDISE
The resale, rental or transfer for commercial or professional reasons of Products purchased on the Site is strictly forbidden. We reserve the right to refuse to accept your Order, if we suspect that you intend to resell our Products.7. HOW DO I RETURN/EXCHANGE AN ITEM?
The following policy applies only to Products purchased on our Website. We cannot accept returns/exchanges of Products purchased on other websites, in physical stores, or Products from countries where we do not ship merchandise directly.Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana’s Free Pick Up Service:
i. Items Purchased By You:
You may return or exchange the colour or size of any online purchase made by you, within 30 days after the Products are received. Each item can be exchanged or returned one time only. Please note we only accept exchanges for changing the colour or size of the same item already purchased. If you would like a different item, please return your purchase and place a new order.
Returning or exchanging purchased Products using our return service is free and can be done in 3 easy steps:
1. Please login to your Account. Under “Order History”, you can select the detail page for the relevant Order and indicate the items which you would like to return/exchange as well as the reason for the return or the new colour/size desired. You will receive a Return Authorization Number. Print this number directly from the site (alternatively if you do not have access to a printer, handwrite the Return Authorization Number on the line indicated in the Delivery Receipt that you received with the original shipment).
2. Place all items for return/exchange new, unused, and in perfect condition with all of the tags and labels attached in their original boxes and packaging along with the Return Authorization Number (printed or handwritten as per the above).
3. Attach the ESHOP URGENT sticker and the pre-addressed Time Express air way bill that you received with the original shipment to the outside of the box. Call Time Express directly or visit their website to schedule a free pick-up. Returns shipments using Time Express will be provided to you free of charge.
ii. Items You Received As A Gift:
Unfortunately, Gifts cannot be returned for a refund using our online process. Gifts can only be exchanged for a different size and/or color within 30 days after the Gift items are received. Each Gift item you receive can be exchanged one time only.
For a gift exchange please contact our customer service either by email customerservice.eu@loropiana.com or by phone at +97 14 52 62 410 or by WhatsApp at +971 54 998 8562 or by live chat to receive a Return Authorization Number and then follow the steps 2. to 3. listed in point i. above.
Please note that when the Products are returned to us, we will review them for quality control. If the Products are sent back in perfect conditions, new, unused, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the Products or reimburse the total amount paid minus original shipping costs to the credit card or the bank account used for the original purchase. If the payment for the original purchase was carried out with the COD service the reimbursement will be done by bank wire transfer. We will credit the refund to the credit card or the bank account that you used to pay for the Products within approximately thirty (30) days from the date that we receive the returned Products, save for possible delays of technical nature not attributable to us (e.g.: malfunctions of the credit card system).
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, are sent from countries where we do not ship directly or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/exchange and we will send the original Products back to you.
B. To Return or Exchange An Item In Our Stores
As an additional opportunity, Products purchased on our Website can be returned or exchanged in several Loro Piana Stores within 30 days after the Products are received. Each item can be exchanged or returned one time only. This policy applies both to online items purchased by you and online items you received as a Gift. To find the Loro Piana Store nearest you that accepts returns or exchanges of Products purchased online, please refer to the list on our Website (Section “Customer Service” – Returns & Exchanges”) or in the documentation your received with your original order.Returning or exchanging purchased Products in our store is free and can be done in 2 easy steps:
1. Bring the Products, in perfect condition, new, unused, and with all of the tags and labels attached, in their original packaging along with the Delivery Receipt that you received in the original shipment to a Loro Piana that accepts returns.
2. A store representative will check the Products to make sure that they are in perfect condition, new, unused, and with all of the tags and labels attached. If the Products comply with the standards stated in these Terms of Sale, then:
2.a. if you wish to exchange the Products, you will receive the same product in a different colour and/or size.
Please note that exchanges are only valid for the exact same product in a different colour or size, based on the availability in the store; or
2.b. If you wish to return the Products, you will be issued a gift certificate for the Products returned using the price applicable in the store. Please note that the price applicable in the store might be different from the price paid online (eg currency differences, shipping costs, etc.). Original shipping costs will not be refunded. The certificate will be valid for one year from the date of issue and must be used in the Loro Piana Store where it was issued. Please note that Loro Piana Stores cannot reimburse credit cards, PayPal accounts, bank accounts or give cash refunds.
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/change.
C. Return of damaged or faulty Products
You have the right to return Products for quality problems within the limits set forth by the law and these Terms of Sale – provided that we are notified of the quality problems within 2 months from discovery and that you have the Delivery Receipt that you received in the original shipment. This policy applies both to online items purchased by you and online items you received as a Gift. For returns related to quality concerns that occur within 30 days of Products being received, please follow the procedures outlined above under letters A. - point i. for Products purchased by you on our Website and point ii. for items you received as a Gift - or B. For returns after 30 days of Products being received, please contact our Customer Service at customerservice.eu@loropiana.com or by phone +97 14 52 62 410 or by WhatsApp at +971 54 998 8562 or by live chat.Please note that when the Products are returned for quality problems we will examine them. If the Products have quality problems we will repair them (if possible) or replace them with new Products. If we are unable to repair or replace the Products in a timely and satisfactory manner, then:
- for Products purchased by you on our Website, we will refund the price paid for the Products (along with the initial shipping costs and any costs borne by you to return the Products, provided you provide evidence thereof in writing) to the credit card, PayPal account or bank account used for the original purchase in accordance with the applicable regulations In case of payment by wire transfer received from a country outside the European Union or Switzerland, you will be contacted by our Customer Service to obtain all necessary information in connection thereto. You remain responsible for any charge applied by your bank;
- for items you received as a Gift, we cannot issue a refund and our Customer Service will contact you.
If we reasonably believe that the Products you have returned to us are not faulty/damaged and do not have quality problems, or have been damaged due to misuse or were shipped to us later than the above mentioned deadline, you will not be entitled to a refund and/or repair and/or exchange and we will return the original Products to you.
8. CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Website, the placement of an Order, the tracking of Products, the availability of Products, the login/registration process and any further information you may need in connection with the use of our Website and/or our Products. Our customer service is available in English language through WhatsApp 7 days a week between 11 am to 11 pm (GST) with the exception of holidays.Alternatively You can contact the Customer Service through call center and email during normal business hours from Monday to Friday between 11 am and 9pm or live chat.
If you need any information we invite you to refer to the “FAQ section” on our Website and if you are not satisfied you may contact us at the following email or by phone:
- WhatsApp (at +971 54 998 8562) (7 days a week between 11 am to 11 pm GST)
- Email: customerservice.eu@loropiana.com
- Phone (Monday through Friday between 11 am to 9 pm GST with the exception of holidays: +97 14 52 62 410
- Live chat
9. PERSONAL INFORMATION
When you place an Order through our Site, you will be providing us with your personal information. We will use your personal information to process your Order and deliver the Products ordered and for other limited purposes. Our collection and use of your personal information will be carried out subject to the terms of our Privacy Policy on the Website.10. OUR LIABILITY TO YOU
Nothing in these Terms of Sale will exclude or limit our liability to you for fraud, death or personal injury caused by our negligence, or any other liability as provided by the applicable laws.To the fullest extent possible pursuant to applicable law we will not be liable to you under the Contract for any loss of profit, loss of income, loss of business, loss of revenue or loss of goodwill; any loss or corruption of or damage to data; or any loss or damage which was not a reasonably foreseeable result of either our breach of the Contract or our breach of our legal duty of care. Loss or damage is “reasonably foreseeable” if, at the time that we and you entered into the Contract, such loss was either contemplated by us and you or you notified us that the loss may occur if we breached the Contract or our legal duty of care.
11. GENERAL TERMS
(a) The General Terms and Conditions of Sale hereof are governed by the laws of the Dubai International Financial Centre (DIFC) and shall be construed accordingly,.Any dispute will be submitted to the exclusive jurisdiction of the DIFC Courts.
(b) If either you or we do not enforce or delay enforcing any of our rights under the Contract, this will not stop us from doing so at a later state.
(c) If any provision of these Terms of Sale is not valid or legally enforceable, that term will be deleted and the remaining terms will not be affected.
(d) No party other than you or us has any right to enforce any term of the Contract
12. SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalised Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail- No returns or exchanges are accepted for Personalised Products, unless the Personalised Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
- Personalised Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
- Personalised Products are shipped separately from other Products’ orders.
- After you have placed your order, your credit card or your PayPal account will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently learn that we cannot supply the Personalised Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
- The payment methods accepted for Personalised Products service are credit cards.
13. ADDITIONAL TERMS OF SALE FOR TELEPHONE ORDERS
In case of telephone orders, the Website Terms of Sale will apply with the following modifications:- Orders and acceptance of orders will confirmed by telephone
- The only form of payments accepted: credit card and bank wire transfer
- To return or exchange an item please contact the Customer Service who will assist you on the necessary steps to be taken.
TERMS OF SALE – ORDERS DELIVERED TO MAINLAND CHINA (Updated on May 8th, 2020)
These legal terms and conditions ("Terms of Sale"), as amended from time to time, apply to you and your purchase of any products from Loro Piana through the online store website located at www.loropiana.com (the "Site") that are shipped to any province or municipality within the People's Republic of China ("China" or "PRC") excluding Hong Kong and Macau. In these Terms of Sale “Loro Piana”, “we” “us”, or “our” means Loro Piana (Shanghai) Commercial Co. Ltd., and “you” or “your” means you, our valued customer.
Please read these Terms of Sale carefully before placing an order through the Site. These Terms of Sale are intended to supplement the Site's (i) Terms of Use (which can be viewed here https://cn.loropiana.com/en/legal) which governs your use of the Site, and (ii) Privacy Policy (which can be viewed here https://cn.loropiana.com/en/privacy-cookies), which describes how we use, process and transfer the information that we obtain in connection with your use of the Site and purchase of products through the Site.
By placing an order for products through the Site, you confirm that you have read the Terms of Sale in effect at the time of your order, and you agree to be bound by and accept the Terms of Sale in effect at the time of such order. All sales are expressly conditioned upon your agreement to these Terms of Sale.
After you place an order and it is accepted by us, we will send you an e-mail confirmation confirming shipment of all or part of the ordered products ("Order Confirmation"). These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the sale of such products. No other terms and conditions shall apply. The contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an order for products through the Site.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Site.
DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS SITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS SITE. LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE SITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.
THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS SITE.
NOTHING IN THESE TERMS OF SALE LIMITS OR EXCLUDES LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED BY LAW.
ORDER AND ACCEPTANCE
To place an order you must be at least 18 years of age and by placing an order you represent that you are at least 18 years of age. To place an order, you will have to select the products on the Site you wish to purchase, select their color and size, add the items to your shopping bag, check out, and click on the “SUBMIT ORDER AND PAY” button. Before completing the check-out procedure you will be requested either to register for, or log into, your personal account. You are responsible for maintaining the confidentiality of your password and restricting access to your password and account. You agree to accept responsibility for all purchases and activities that occur under your account.
Your placement of an order does not necessarily assure that we will accept your order. Orders are subject to acceptance by us and we may, at any time and at our sole discretion, refuse to accept your order, including but not limited to cases where:
1. you provided us with incorrect or false information, including without limitation, insufficient or incorrect payment or billing information, or insufficient or incorrect shipping address (in this regard, please note we do not ship products to P.O. boxes);
2. there is an error on the Site relating to the products that you have ordered, for example an error relating to the price or description of the products as displayed on our Site;
3. the products that you have ordered are no longer available through our Site;
4. the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or
5. we believe that you are under the age of 18.
If we do not accept your order, we will contact you at the e-mail address or telephone number that you provided to us within thirty (30) days from the date of your order. If you place an order by telephone you must register with the Site during the call and provide us with an e-mail address.
After we have received the order that you have placed through the Site or by telephone, you will receive an e-mail from us confirming that your order has been received by us and is being processed ("Order Processing Receipt"). If you do not receive an Order Processing Receipt within 48 hours of placing the order, contact us by phone at +86 (0)21 52986377 or toll free at 4008 568 580 or by e-mail at customerservice.cn@loropiana.com before you try to place another order for the same products.
Please note that the Order Processing Receipt reflects the processing of your order. Although the amount will be immediately charged (if you choose to make your payment by Alipay or WeChat Pay), it does not necessarily constitute acceptance of your order. Your order will be accepted by us at the time we ship or deliver the products you ordered, at which time we will send you an Order Confirmation and an electronic invoice ("e-invoice") for your order. You hereby acknowledge and agree that we reserve the right to accept your order in whole or in part; therefore, in the event of partial acceptance and you have chosen to make your payment with Alipay or WeChat Pay will be initially charged and then refunded for the part of the order that was not accepted.
If you have any questions, comments or concerns regarding your order, or if you think that your order was rejected by us in error, please contact us using the contact information provided under the section titled “CUSTOMER SERVICE” below.
PRODUCT AVAILABILITY
While we use reasonable efforts to maintain accurate pricing, availability, and other information about products displayed on the Site, such information does not warrant or guarantee that the products will be available if you wish to place an order to purchase them.
We have the right, at any time, to make changes to the information about products displayed on the Site, including without limitation information about prices, description or the availability of products and we may do so without prior notice to you. Changes will not, however, impact the price, availability or description of any products for which you received an Order Confirmation.
GIFTS
You may purchase products for delivery to a recipient other than yourself (a "Gift").
Please note that it is your responsibility to provide the recipient’s personal data in compliance with all applicable privacy laws.
If we accept your order, you will receive an Order Confirmation from us at the time we ship your Gift to the recipient, and an e-invoice for your order.
PRICES AND PAYMENTS
All prices for products are displayed on the Site and will be confirmed in the order check-out page, in the Order Confirmation, and in the e-invoice you receive after we accept your order.
We reserve the right to vary the price of our products at any time, provided that we will not alter the price of any products after we send you the Order Confirmation. Please be aware that prices charged for any products purchased on the Site may vary to reflect local market pricing and applicable duties.
All prices except for Japan and the USA pricelists are inclusive of VAT, as applicable. An additional 20% fee inclusive of any applicable sales taxes shall apply only for sales to users connecting to the Site with Japan or USA IP addresses. Any other taxes and duties are not included and are calculated according to the value of your Order and your shipping destination and are listed on the Order check-out page, in the Order Confirmation as well as in the e-mailed invoice.
All shipping charges are your responsibility, unless waived by Loro Piana. Shipping charges will be calculated and displayed on the Site prior to finalizing your order. Shipping charges are subject to change without notice.
A. Alipay Payment
Should You choose Alipay as payment method, You will be redirected to the Alipay website where the payment will be carried out following the procedure envisaged and regulated by Alipay and the contract terms and conditions as agreed between You and Alipay. You will then be returned to the Site once the payment is completed.
The data entered on the Alipay website will be handled directly by Alipay and will not be sent to or shared with Loro Piana. Loro Piana therefore has no knowledge of and cannot record in any way the details of the credit card connected to Your Alipay account or any other payment instrument connected to said account.
In the event of payment via Alipay, the total amount due will be debited by Alipay to You at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to Your Alipay account or to the same credit/debit card that You used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Alipay and the banking system. Once the credit order in favour of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting You with the refund. To contest these cases You must contact Alipay directly.
B. WeChat Pay
If you have installed the WeChat app and activated the WeChat Pay option, you may choose such payment method.
If You choose WeChat Pay as an option, a QR code will be displayed and You will need to scan such QR code with the WeChat app and authorize the payment.
In the event of payment via WeChat Pay, the total amount due will be debited by WeChat Pay to You at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to Your WeChat Pay account that You used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on WeChat and the banking system. Once the credit order in favour of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting You with the refund. To contest these cases You must contact WeChat directly.
C. Cash On Delivery ("COD")
Loro Piana accepts payment by COD through our courier partner, Federal Express (China) Company Limited ("FedEx"). To be eligible for this service, merchandise must be shipped to an address within the COD service area provided by FedEx.
The FedEx courier accepts cash payment for all orders with a total value up to 10,000 RMB. Orders with a total value greater than 10,000 RMB may only be paid for with a China Union Pay credit/debit card on the Point Of Sales ("POS") machine brought by FedEx on delivery, or directly at the nearest FedEx service center where either a China Union Pay credit/debit card or cash is accepted.
The customer has the right to inspect the package in the presence of the FedEx courier before completing the payment process. By signing the proof(s) of delivery provided by FedEx, you acknowledge that the amount charged and paid and the merchandise is correct. Please note all COD orders must be accepted or rejected in full. If you would only like a portion of the items ordered, you must first accept and pay for all of the items ordered and then follow our return process listed below.
Refunds for COD will be processed through wire transfer directly to the original purchaser’s bank account. For more details, please read the Return and Exchange Policy section below.
DELIVERY AND ORDER TRACKING
When the products have been consigned to our carrier, we will send you the Order Confirmation with the tracking number for your package.
Delivery will be made by courier during normal business hours. Please be advised that delivery charges may apply to your order and that our courier cannot deliver packages without receiving a signature.
We will make any reasonable efforts to deliver the products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is an estimate only, and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery. You can track the progress of your order by entering the tracking number directly into our carrier’s website.
Risk of loss to products shall pass to you upon delivery of such products. Title to products shall pass from Loro Piana to you upon the later of (i) the date and (if available) time of delivery of such products, or (ii) the date and (if available) time at which we receive payment in full for such products. As soon as we have delivered the products to you, you will become responsible for them, and for any loss or damage to them thereafter. Upon delivery of the products, and before signing any document attesting delivery, you must carefully check the integrity of the package. If the external packaging or the merchandise is damaged at time of delivery, please reject the package and note in the proof(s) of delivery the damage. By signing the proof(s) of delivery, you acknowledge that the merchandise and the amount paid is correct.
RESALE / RESHIPPING OF OUR MERCHANDISE
You must not misrepresent yourself as being one of our authorized resellers or as being qualified to resell our products. We reserve the right to refuse to accept your order, if we suspect that you intend to resell our products.
RETURN AND EXCHANGE POLICY
The following policy applies only to products shipped to any city or municipality within the PRC, excluding Hong Kong and Macau, that are purchased from Loro Piana. These terms do not apply if such products were purchased (i) for shipment to any other jurisdiction, (ii) at a physical store location (including, without limitation, any Loro Piana store), or (iii) through other websites. We will not accept returns/exchanges of products purchased through such other means.
Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana’s Free Pick Up Service:
1. Items Purchased By You:
You may return for a refund or exchange any items purchased through the Site for any reason within seven (7) days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased. If you would like a different item, please return your purchase for a refund and place a new order.
Returning or exchanging purchased products using our return service is free and can be done in 3 easy steps:
a. Login to your Account. Under “Order History”, you can select the detail page for the relevant order and indicate the items which you would like to return/exchange as well as the reason for the return or the new color/size desired. You will receive a Return Authorization Number ("RAN"). Print the RAN directly from the Site (alternatively, if you do not have access to a printer, handwrite the RAN on the line indicated in the delivery form that you received with the original shipment ("Delivery Receipt")).
b. Place all items for return/exchange, in their new, unused, and the same condition in which you received the items, with all of the tags and labels attached in their original boxes and packaging along with the RAN (printed or handwritten as per the above).
c. Attach the ESHOP URGENT sticker and the pre-addressed FedEx air way bill that you received with the original shipment to the outside of the box. Contact FedEx directly to schedule a pick up. Return shipments using FedEx will be provided to you free of charge.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT. WE CANNOT REFUND YOU THE ORIGINAL SHIPPING FEES YOU PAID, ANY APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
2. Items Received As A Gift:
You may return or exchange any items received as a Gift for any reason within seven (7) days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased.
For a Gift return or exchange you should contact our customer service either by email at customerservice.cn@loropiana.com or +86 (0)21 52986377 or toll free at 4008 568 580 to receive a RAN and then follow the steps A (1) (b)-(c) above.
IF YOU RETURN A GIFT, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT. WE CANNOT REFUND THE ORIGINAL SHIPPING FEES, ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
3. Items Purchased Using COD
You may return or exchange any items purchased using COD for any reason within seven (7) days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased.
For a COD return or exchange you should contact our customer service either by email at customerservice.cn@loropiana.com or by phone at +86 (0)21 52986377 or toll free at 4008 568 580 to receive a RAN and then follow the steps A(1)(b)-(c) above.
The customer service will require your bank details to process the refund through wire transfer. If you paid by card, the bank details must match the details of the card originally used for the purchase.
IF YOU RETURN AN ITEM, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT. WE CANNOT REFUND THE ORIGINAL SHIPPING FEES, ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when the products (whether purchased by You, received as a Gift, or purchased using the COD service) are returned to us, we will review them for quality control. If the products are sent back in their original, new, and unused condition, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the products or refund the total amount paid minus original shipping and handling costs (including any taxes associated with such charges) to the card or the bank account used for the original purchase. We will credit the refund within approximately one hundred and eighty (180) days from the date that we receive the returned products, save for possible delays of technical nature not attributable to us (e.g., malfunctions of the credit card system).
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange and we may send the original products back to you.
ALTERATIONS
The alteration service offers size fitting to customers. For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, product personalization, customization and repair are not considered an alteration.
You can bring any items you have purchased online in one of Loro Piana Directly Operated Stores located in the country where the items were shipped for basic alterations. Alterations are provided free of charge within six (6) months after the items are purchased. Please bring a copy of the Receipt, as well as the item to be altered. The timing of alterations depends on the services requested, the number of items to be altered, and the availability of the staff at each store.
TAX RECEIPT
A tax receipt can only be issued between 10 and 60 days after the products have been received by you. To request a tax receipt, please contact the customer service by email at customerservice.cn@loropiana.com or by phone at +86 (0)21 52986377 or toll free at 4008 568 580.
CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Site, the placement of an order, the tracking of products, the availability of products, the login/registration process and any further information you may need in connection with the use of our Site and/or our products. Our customer service is available in Mandarin and English Monday through Friday between the hours of 9:30 AM to 6:30 PM with the exception of public holidays.
If you need any information we invite you to refer to the “FAQ section” on our Site and if you are not satisfied you may contact us by email at customerservice.cn@loropiana.com or by phone at +86 (0)21 52986377 or toll free at 4008 568 580.
GOVERNING LAW; VENUE
These Terms of Sale, and any disputes arising out of or relating to these Terms of Sale, shall be governed by the laws of the PRC, without giving effect to its conflicts of law principles and excluding the U.N. Convention on the International Sale of Goods. All disputes arising out of or in connection with these Terms of Sale, including any dispute regarding the existence, validity or termination of these Terms of Sale, shall be referred and submitted to China International Economic and Trade Arbitration Commission ("CIETAC") and finally settled by arbitration in accordance with the arbitration rules of CIETAC then in force, as modified by the following provisions of this clause. The arbitration shall be conducted in Beijing, PRC. There shall be one (1) arbitrator who shall be jointly appointed by the parties. In the event no agreement is reached, the Chairman of CIETAC shall appoint the arbitrator. The arbitration award shall be final and binding on the parties, and the parties agree to be bound thereby and to act accordingly. The costs of arbitration shall be borne by the parties in equal parts during the course of the arbitration and until otherwise decided by the arbitrator.
GENERAL TERMS
If we fail, at any time during the term of our contract, to insist upon strict performance of any of your obligations under the contract or any of these Terms of Sale, or if we fail to exercise any of the rights or remedies to which we are entitled pursuant to the Terms of Sale, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these Terms of Sale shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing.
If any provision of these Terms of Sale is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision will be separable from the remainder of the provisions hereof which will continue in full force and effect as if these Terms of Sale had been executed with the invalid provisions eliminated.
Nothing in these Terms of Sale, express or implied, is intended to confer rights, benefits, remedies, obligations or liabilities on any person other than you and Loro Piana (and its respective successors or permitted assigns).
SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS (“Special Terms”)
For certain products Loro Piana offers a service of personalization (“Personalised Products”).
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalised Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
1. No returns or exchanges are accepted for Personalised Products, unless the Personalised Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
2. Personalised Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
3. Personalised Products are shipped separately from other products’ orders.
4. After you have placed your order, your Alipay account will be debited for the total amount of your order and you will receive an e-mail from us confirming that your order has been received by us and is being processed (“Order Processing Receipt”). Please note that the Order Processing Receipt reflects the processing of your order. Although your Alipay Account will be debited, it does not necessarily constitute acceptance of your order. You hereby acknowledge and agree that there may be occasions in which we won’t be able to supply the Personalised Products you have ordered; therefore in such event we will refund the full amount initially charged on your Alipay Account. Your order will be accepted by us at the time we ship the Personalised Products you ordered, at which time we will send you an Order Confirmation and an electronic invoice ("e-invoice") for your order.
5. The payment methods accepted for Personalised Products service are Alipay and WeChat Pay
TERMS OF SALE – ORDERS DELIVERED TO JAPAN (Update on May 8th 2020)
These legal terms and conditions ("Terms of Sale"), as amended from time to time, apply to you and your purchase of any products from Loro Piana through the online store website located at www.loropiana.com (the "Site") that are shipped to Japan ("Japan"). In these Terms of Sale “Loro Piana”, “we” “us”, or “our” means Loro Piana Japan Co., Ltd., and “you” or “your” means you, our valued customer.
Please read these Terms of Sale carefully before placing an order through the Site.
These Terms of Sale are intended to supplement the Site's (i) Terms of Use (which can be viewed here https://jp.loropiana.com/en/legal ) , which governs your use of the Site, and (ii) Privacy Policy (which can be viewed here https://jp.loropiana.com/en/privacy-cookies ), which describes how we use and process the information that we obtain in connection with your use of the Site and purchase of products through the Site.
By placing an order for products through the Site, you confirm that you have read the Terms of Sale in effect at the time of your order, and you agree to be bound by and accept the Terms of Sale in effect at the time of such order. All sales are expressly conditioned upon your agreement to these Terms of Sale.
After you place an order and it is accepted by us, we will send you an e-mail confirmation confirming shipment of all or part of the ordered products ("Order Confirmation"). These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the sale of such products. No other terms and conditions shall apply. The contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an order for products through the Site.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Site.
DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS SITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS SITE. LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE SITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS SITE. NOTHING IN THESE TERMS OF SALE LIMITS OR EXCLUDES LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED BY LAW
ORDER AND ACCEPTANCE
To place an order you must be at least 20 years of age and by placing an order you represent that you are at least 20 years of age. To place an order, you will have to select the products on the Site you wish to purchase, select their color and size, add the items to your shopping bag.If you wish to proceed with the purchase click on “PROCEED TO CHECKOUT” button.
You may proceed through the registration or the login into your personal account (in this case you are responsible for maintaining the confidentiality of your password and restricting access to your password and account. You agree to accept responsibility for all purchases and activities that occur under your account) or you may proceed without any registration.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ODER AND PAY” button.
Your placement of an order does not necessarily assure that we will accept your order. Orders are subject to acceptance by us and we may, at any time and at our sole discretion, refuse to accept your order, including but not limited to cases where:
1 - you provided us with incorrect or false information, including without limitation, insufficient or incorrect payment or billing information, or insufficient or incorrect shipping address (in this regard, please note we do not ship products to P.O. boxes);
2 - there is an error on the Site relating to the products that you have ordered, for example an error relating to the price or description of the products as displayed on our Site;
3 - the products that you have ordered are no longer available through our Site;
4 - the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or
5 - we believe that you are under the age of 20.
If we do not accept your order, we will contact you at the e-mail address or telephone number that you provided to us within thirty (30) days from the date of your order.
After we have received the order that you have placed through the Site, you will receive an e-mail from us confirming that your order has been received by us and is being processed ("Order Processing Receipt"). If you do not receive an Order Processing Receipt within 48 hours of placing the order, contact us at + 81 (0)3-6228-5077 or by e-mail at customerservice.jp@loropiana.com before you try to place another order for the same products.
Please note that the Order Processing Receipt reflects the processing of your order and it does not necessarily constitute acceptance of your order. Your order will be accepted by us and your credit card will be charged at the time we ship the products you ordered, at which time we will send you an Order Confirmation and an electronic invoice ("e-invoice") for your order. You hereby acknowledge and agree that we reserve the right to accept your order in whole or in part; therefore, in the event of partial acceptance, your card will be charged and the products will be shipped for the part of the order that was accepted.
If you have any questions, comments or concerns regarding your order, or if you think that your order was rejected by us in error, please contact us using the contact information provided under the section titled “CUSTOMER SERVICE” below.
PRODUCT AVAILABILITY
While we use reasonable efforts to maintain accurate pricing, availability, and other information about products displayed on the Site, such information does not warrant or guarantee that the products will be available if you wish to place an order to purchase them.We have the right, at any time, to make changes to the information about products displayed on the Site, including without limitation information about prices, description or the availability of products and we may do so without prior notice to you. Changes will not, however, impact the price, availability or description of any products for which you received an Order Confirmation.
GIFTS
You may purchase products for delivery to a recipient other than yourself (a "Gift").Please note that it is your responsibility to provide the recipient’s personal data in compliance with all applicable privacy laws.
If we accept your order, you will receive an Order Confirmation from us at the time we ship your Gift to the recipient, and an e-invoice for your order.
These legal terms and conditions ("Terms of Sale"), as amended from time to time, apply to you and your purchase of any products from Loro Piana through the online store website located at www.loropiana.com (the "Site") that are shipped to Japan ("Japan"). In these Terms of Sale “Loro Piana”, “we” “us”, or “our” means Loro Piana Japan Co., Ltd., and “you” or “your” means you, our valued customer.
Please read these Terms of Sale carefully before placing an order through the Site.
These Terms of Sale are intended to supplement the Site's (i) Terms of Use (which can be viewed here https://jp.loropiana.com/en/legal ) , which governs your use of the Site, and (ii) Privacy Policy (which can be viewed here https://jp.loropiana.com/en/privacy-cookies ), which describes how we use and process the information that we obtain in connection with your use of the Site and purchase of products through the Site.
By placing an order for products through the Site, you confirm that you have read the Terms of Sale in effect at the time of your order, and you agree to be bound by and accept the Terms of Sale in effect at the time of such order. All sales are expressly conditioned upon your agreement to these Terms of Sale.
After you place an order and it is accepted by us, we will send you an e-mail confirmation confirming shipment of all or part of the ordered products ("Order Confirmation"). These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the sale of such products. No other terms and conditions shall apply. The contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an order for products through the Site.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Site.
DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS SITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS SITE. LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE SITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS SITE. NOTHING IN THESE TERMS OF SALE LIMITS OR EXCLUDES LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED BY LAW
PRICES AND PAYMENTS All prices for products are displayed on the Site and will be confirmed in the order check-out page, in the Order Confirmation, and in the e-invoice you receive after we accept your order.
We reserve the right to vary the price of our products at any time, provided that we will not alter the price of any products after we send you the Order Confirmation. Please be aware that prices charged for any products purchased on the Site may vary to reflect local market pricing and applicable duties.
Any taxes and duties are not included and are calculated according to the value of your order and your shipping destination. If you placed your order from an Internet Protocol address originating in Japan, any such taxes and duties will be itemized on the order check-out page, the Order Confirmation, and the e-mailed invoice.
Shipping costs are free. Shipping costs are subject to change without notice.
A. Online Credit Card Payment
Loro Piana accepts payment only using the credit cards listed on our check-out page. All transactions on the Site are processed using a secure online payment gateway that encrypts your card details in a secure host environment. By submitting your order, you represent and warrant that you are authorized to use the designated credit card and authorize us to charge your order (including taxes, shipping and handling) to that card. If the card cannot be verified or is invalid or is otherwise not acceptable, your order may be suspended or cancelled automatically.
You must supply your card details when you place your order. We will place a “hold” on your payment card for the total value of your order. If the “hold” on your card has been authorized by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the products are shipped to you. We will not accept your order or ship the products to you until your credit card issuer has authorized the use of your card for payment of the products ordered. If we do not receive such authorization we will notify you by e-mail. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation. After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance will not immediately be fully available to you for reasons beyond our control (e.g., delays by your credit card issuer in removing the “hold” from your credit card).
Please note that Loro Piana is not responsible for any fees imposed by your credit card company, such as currency conversion fees.
If you intend to dispute the validity or amount of any charge that appears on your credit card statement with your credit card company, we encourage you to first contact our customer service department to determine if we can address any concerns that you may have.
DELIVERY AND ORDER TRACKING
We will not deliver any products unless and until payment has been authorized and debited. When the products have been consigned to our carrier, we will send you the Order Confirmation with the tracking number for your package.
Delivery will be made by courier during normal business hours. Please be advised that our courier cannot deliver packages without receiving a signature.
We will make any reasonable efforts to deliver the products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is an estimate only, and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery. You can track the progress of your order by entering the tracking number provided in your Order Confirmation directly into our carrier’s website.
Risk of loss to products shall pass to you upon delivery of such products. Title to products shall pass from Loro Piana to you upon the later of (i) the date of delivery of such products, or (ii) the date on which we receive payment in full for such products. As soon as we have delivered the products to you, you will become responsible for them, and for any loss or damage to them thereafter. Upon delivery of the products, and before signing any document attesting delivery, you must carefully check the integrity of the package. If the external packaging or merchandise is damaged at time of delivery, please reject the package and note in the proof(s) of delivery the damage. By signing the proof(s) of delivery, you acknowledge that the merchandise and the amount paid is correct.
RESALE / RESHIPPING OF OUR MERCHANDISE
You must not misrepresent yourself as being one of our authorized resellers or as being qualified to resell our products. We reserve the right to refuse to accept your order, if we suspect that you intend to resell our products.
RETURN AND EXCHANGE POLICY
The following policy applies only to products shipped to Japan that are purchased from the Japanese Loro Piana entity. These terms do not apply if such products were purchased (i) for shipment to any other jurisdiction, (ii) at a physical store location (including, without limitation, any Loro Piana store), or (iii) through other websites. We will not accept returns/exchanges of products purchased through such other means.
Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana’s Free Pick Up Service:
1. Items Purchased By You: You may return for a refund or exchange any items purchased through the Site for any reason within 30 days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased. If you would like a different item, please return your purchase for a refund and place a new order.
Returning or exchanging purchased products using our return service is free and can be done in 3 easy steps:
a. Login to your Account. Under “Order History”, you can select the detail page for the relevant order and indicate the items which you would like to return/exchange as well as the reason for the return or the new color/size desired. You will receive a Return Authorization Number ("RAN"). Print the RAN directly from the site (alternatively, if you do not have access to a printer, handwrite the RAN on the line indicated in the delivery form that you received with the original shipment ("Delivery Receipt").
b. Place all items for return/exchange new, unused, and in the same condition in which you received the item, with all of the tags and labels attached in their original boxes and packaging along with the RAN (printed or handwritten as per the above).
c. Attach the eCOMMERCE URGENT sticker and the pre-addressed Courier air way bill that you received with the original shipment to the outside of the box. Call Courier directly or visit their website to schedule a free pick up. Return shipments using Courier will be provided to you free of charge.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). HOWEVER, WE CANNOT REFUND YOU ANY APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange and we may send the original products back to you.
2. Items Received As A Gift: You may return or exchange any items received as a Gift for any reason within 30 days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased.
For a Gift return or exchange you should contact our customer service either by email at customerservice.jp@loropiana.com or by phone at + 81 (0)3-6228-5077 to receive a RAN and then follow the steps A(1)(b)-(c) above.
IF YOU RETURN AN ITEM, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). WE CANNOT REFUND ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when the products (whether purchased by You or received as a Gift,) are returned to us, we will review them for quality control. If the products are sent back in their original, new, and unused condition, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the products or reimburse the total amount paid and applicable taxes minus original shipping and handling costs (including any taxes associated with such charges) to the card used for the original purchase. We will credit the refund to the card used to pay for the products within approximately thirty (30) days from the date that we receive the returned products, save for possible delays of technical nature not attributable to us (e.g., malfunctions of the credit card system).
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange and we may send the original products back to you.
B. To Exchange An Item In Our Stores Products purchased on our Site, including products received as Gifts, can be exchanged by the recipient within 30 days after the items are received at selected Loro Piana stores that are listed as available for exchanges on our Site ("section FAQ-Returns & Exchanges"). PLEASE NOTE THAT LORO PIANA STORES CANNOT OFFER A REFUND FOR ITEMS PURCHASED THROUGH THE SITE. TO RECEIVE A REFUND, PLEASE USE THE PROCESS DESCRIBED IN SECTION A (ABOVE).
Please note we only accept exchanges for changing the color or size of the same item already purchased.
To find the Loro Piana Store nearest you that accepts returns or exchanges of products purchased online, please refer to the list on our Site under “FAQ - Returns & Exchanges” section or in the documentation you received with your original order.
Exchanging purchased products in our store is free and can be done in 2 easy steps:
1. Bring the products, in their original, new, unused condition, and with all of the tags and labels attached, in their original packaging along with the Delivery Receipt and e-invoice that you received in the original shipment to a Loro Piana Store that accepts returns.
2. A store representative will check the products to make sure that they are in acceptable condition, new, unused, and with all of the tags and labels attached. If the products comply with the standards stated in these Terms of Sale, then you will receive the same product in a different color and/or size. Please note that exchanges are only valid for the exact same product in a different color or size, based on availability in the store.
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the exchange.
C. DAMAGED OR FAULTY ITEMS
You have the right to return items for quality problems within the limits set forth by these Terms of Sale.
For returns related to quality problems please follow the procedures outlined above under letters A. 1. for items purchased by you on our Site or A.2 for items you received as a Gift.
ALTERATIONS
The alteration service offers size fitting to customers. For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, product personalization, customization and repair are not considered an alteration.
You can bring any items you have purchased online in one of Loro Piana Directly Operated Stores located in the country where the items were shipped for basic alterations. Alterations are provided free of charge within six (6) months after the items are purchased. Please bring a copy of the Receipt, as well as the item to be altered. The timing of alterations depends on the services requested, the number of items to be altered, and the availability of the staff at each store.
TAX RECEIPT
A tax receipt can only be issued between 10 and 60 days after the products have been received by you. To request a tax receipt, please contact the customer service by email at customerservice.jp@loropiana.com or by phone at + 81 (0)3-6228-5077.
CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Site, the placement of an order, the tracking of products, the availability of products, the login/registration process and any further information you may need in connection with the use of our Site and/or our products. Our customer service is available in Japanese and English Monday through Friday between the hours of 12:00 PM to 8:00 PM with the exception of holidays.
If you need any information we invite you to refer to the “FAQ section” on our Site and if you are not satisfied you may contact us by email customerservice.jp@loropiana.com or by phone at + 81 (0)3-6228-5077.
GOVERNING LAW; VENUE
These Terms of Sale, and any disputes arising out of or relating to these Terms of Sale, shall be governed by the laws of Japan, without giving effect to its conflicts of law principles and excluding the U.N. Convention on the International Sale of Goods. All legal proceedings arising out of or in connection with these Terms shall be brought exclusively to the Tokyo District Court.
GENERAL TERMS
If we fail, at any time during the term of our contract, to insist upon strict performance of any of your obligations under the contract or any of these Terms of Sale, or if we fail to exercise any of the rights or remedies to which we are entitled pursuant to the Terms of Sale, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these Terms shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing
If any provision of these Terms of Sale is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision will be separable from the remainder of the provisions hereof which will continue in full force and effect as if these Terms of Sale had been executed with the invalid provisions eliminated.
Nothing in these Terms of Sale, express or implied, is intended to confer rights, benefits, remedies, obligations or liabilities on any person other than you and Loro Piana (and its respective successors or permitted assigns).
CONDITIONS GÉNÉRALES POUR LES MAGASINS RELATIVES AUX MODIFICATIONS, AUX RETOURS ET AUX RÉCLAMATIONS DE QUALITÉ
La politique suivante s’applique uniquement aux Produits achetés dans les magasins gérés directement par Loro Piana*.
Veuillez consulter les conditions spécifiques applicables ci-dessous :
POLITIQUE DE RETOUR DANS LES MAGASINS À GESTION DIRECTE
Il est possible de retourner tout produit acheté par le client ou reçu en cadeau dans n’importe quel magasin Loro Piana de son choix \(localisateur de magasin\) dans le pays où le produit a été acheté. Chaque article ne peut être retourné qu’une seule fois, dans les 30 jours suivant la date d’achat.
Le retour des Produits dans nos magasins est gratuit et peut être effectué en suivant les 2 simples étapes suivantes :
1. Retourner les produits en parfait état, neufs, inutilisés, avec fiches et étiquettes, dans leur emballage original, accompagnés du reçu d’achat original, chez un magasin Loro Piana.
2. Un responsable du magasin vérifiera les produits pour s’assurer qu’ils sont en parfait état, neufs, inutilisés et complets avec fiches et étiquettes. Si les produits sont conformes aux normes indiquées dans ces Conditions Générales, le retour sera accepté. Le responsable du magasin expliquera au client les différentes options à choisir pour changer les produits.
Dans les cas où les Produits sembleraient avoir été portés ou utilisés, manqueraient de fiches ou d’étiquettes, ne respecteraient pas nos Conditions Générales ou s’il y a des raisons pour croire que les Produits sont contrefaits, le retour ne pourra pas être accepté.
POLITIQUE DE RÉCLAMATION DE QUALITÉ
Le client a le droit de retourner les Produits en cas de problèmes de qualité dans les limites fixées par la loi et par ces Conditions Générales, sur présentation du Reçu d’achat original. Cette politique s’applique aux articles achetés et à ceux reçus en cadeau.
Loro Piana offre une garantie de 2 ans sur tous les produits défectueux/endommagés.
En cas de retour des produits pour des problèmes de qualité, nous les examinerons et fournirons une évaluation au client.
Dans le cas où les Produits retournés par le client ne seraient pas défectueux/endommagés et ne présenteraient pas de problèmes de qualité, ou seraient endommagés à cause d’une mauvaise utilisation, ou auraient été retournés après la date limite mentionnée ci-dessus, le client ne sera pas autorisé à retourner le produit.
POLITIQUE DE MODIFICATION DU PRODUIT
A. Définition de modification
Le service de modification vise à modifier les mesures du produit sur la base des exigences des clients, par exemple raccourcir l’ourlet d’un pantalon, rétrécir la taille ou raccourcir les manches d’une veste.
Toute altération du design original du produit n’est pas considérée comme une Modification \(par exemple, raccourcissement des manches à une longueur de trois quarts ou modification d’un décolleté\).
De même, la personnalisation et la réparation des produits ne sont pas considérées comme des Modifications.
B. Demander une modification
Il est possible d’apporter tout article acheté dans l’un des magasins gérés directement par Loro Piana pour demander des modifications de base. Les modifications sont effectuées gratuitement dans un délai de six \(6\) mois à compter de l’achat des produits, sur présentation d’une copie du reçu accompagnée de l’article à modifier. Le délai des modifications dépend des services demandés, du nombre d’articles à modifier et de la disponibilité du personnel de chaque magasin.
*Pour les articles achetés dans les grands magasins ou corners, voir les Conditions Générales mentionnées sur le reçu original.