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The present general terms and conditions of sale apply to all and any orders placed on GUERLAIN website by customers located in the United Kingdom for deliveries in the UK. GUERLAIN does not accept orders to the British Virgin Islands or Channel Islands.
Who we are
GUERLAIN is a company engaged in the creation and distribution of luxury perfume, skincare and cosmetic products under the trademark GUERLAIN.
Complementary to GUERLAIN’s network of selected retail outlets and Boutiques, in which the products are sold, GUERLAIN has wished to implement its own online sales website. GUERLAIN trades products on its website solely for individual Consumers. Any order not corresponding to a retail sale and any fraudulent or assumedly fraudulent order shall be treated by GUERLAIN as void and shall not be processed.
The Customer’s particular attention is drawn to Article 13 (GUERLAIN’S liability to the Customer).
"Boutique" means a physical GUERLAIN store.
"Consumer" means (i) an individual and (ii) someone acting wholly or mainly outside of their business, trade, craft or profession.
"Contract" means the contract made between the Parties each time an order is finalised under Article 6.3 of these General Terms and Conditions of Sale.
"Customer(s)" means the user(s) browsing the website and placing an order of Product(s) for personal use.
"Editor" designates GUERLAIN a "société par actions simplifiée" incorporated in France under the number 582 022 265 whose registered office is located at 68, avenue des Champs-Elysées – 75008 PARIS – France. GUERLAIN’s registered VAT number is FR71582022265 Salesforce Commerce Cloud is the website’s hosting company located in the Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States.
"GUERLAIN" means "GUERLAIN UK Ltd" a company registered in England and Wales with company number 00317311, whose registered office is located at 6th Floor UK House, 180 Oxford Street, London, W1D 1AB. GUERLAIN UK Ltd’s registered VAT number is GB222455587. The Contract is entered into with GUERLAIN UK Ltd. Telephone: +44 1932 233 872 (standard local telephone charges apply) available Monday to Friday from 9:00 AM to 6:00 PM, and Saturday from 9:00 AM to 5:00 PM Electronic contact: available on GUERLAIN’s website, via the « Contact US » icon
"General Terms and Conditions of Sale" means these general terms and conditions applying to any and all sales of Products presented on the website.
"Party(ies)" means collectively or individually GUERLAIN and/or the Customer(s).
"Product(s)" means all perfume, skincare and cosmetic products bearing the GUERLAIN brand name, which are presented for sale on the website.
These General Terms and Conditions of Sale set out the terms and conditions under which GUERLAIN shall proceed to the sale and delivery of Products ordered by Customers via the Website and define the Parties’ rights and obligations as to the sale of Products offered by GUERLAIN on the Website.
The General Terms and Conditions of Sale can always be found by the Customer on: https://www.guerlain.com/uk/en-uk/p/cgv and shall be communicated to the Customer on simple request by telephone at +44 1932 233 872 or via the contact form available on the Website. The Customer may also request historic versions of the General Terms and Conditions of Sale.
By placing an order for a Product offered on the Website, the Customer recognizes – by ticking the box "By validating your order, you accept the General Terms and Conditions of Sale" – that he/she has been fully informed on and accepted such General Terms and Conditions of Sale without limitation before placing his/her order. This acceptance is in no way conditioned by a handwritten signature on the part of the Customer.
The Customer can, at any time, save or print the General Terms and Conditions of Sale by clicking the "PRINT" icon, provided that he/she does not modify them. Please note that a copy of the latter will be sent to the Customer with the confirmation email of order.
GUERLAIN reserves the right to amend, at any time, the General Terms and Conditions of Sale. In the event of an amendment of the General Terms and Conditions of Sale, the General Terms and Conditions of Sale applicable are those in force on the date of the order and sent with the order confirmation email.
The General Terms and Conditions of Sale shall apply without limitation to any sale of Products on the Website, excluding any other document and particularly the conditions applicable to sales in stores or through any other distribution and marketing channel.
3.1 Products description
The Products offered for sale by GUERLAIN are those presented on the Website at the date of connection of the Customer, within the limits of available stocks. GUERLAIN reserves the right to withdraw Products from sale at any time.
GUERLAIN puts the utmost care in the presentation of the Products on the Website. However, pictures illustrating the Products shall only be for information and are not contractual.
Indeed, while GUERLAIN makes its best efforts to ensure that the color of the Products – whose photos are displayed on the Website – are faithful to the original, variations may occur (including slight differences in colors and proportions), particularly given the technical limitations of color renderings of computer equipment. Consequently, GUERLAIN shall not be responsible if the Product varies from those images. The packaging of Products may vary from that shown in images on the Website.
For any question or concerns regarding the order and appropriate use of Products, the Customer may contact GUERLAIN Customer Service:
- - Via the contact form available on the Website, or
- - By telephone at +44 1932 233 872 (standard local telephone charges apply) available Monday to Friday from 9:00 AM to 6:00 PM, and Saturday from 9:00 AM to 5:00 PM.
3.2 Products availability
The Products displayed on the Website are offered for sale within the limit of available stocks. GUERLAIN does not guarantee the availability of the Products. In the event of the unavailability of one or several Product(s) after an order is completed, GUERLAIN will inform the Customer at the earliest by email or telephone of the unavailability of the Product(s) and the partial or full cancellation of his/her order.
Should the order be totally cancelled for unavailability, the Customer’s order shall be automatically cancelled, and his/her bank account will not be charged.
Should the order be partially cancelled for unavailability:
- - The Customer’s order will be validated, and his/her bank account will be charged only with the amount of the Products actually sent,
- - The Customer will be informed at the earliest by email or telephone of the unavailability of the Product(s) concerned,
- - The Customer will receive the available Products.
3.3 Product personalisation service
GUERLAIN offers a personalisation service for some Products (more detailed in article 6.2 1 below) which notably includes the possibility for the Customer to engrave a bottle of perfume. The engraving content must not be defamatory, abusive, illicit or discriminatory. In such event, GUERLAIN reserves the right to cancel the corresponding order.
The Customer also has the possibility to fill the chosen perfume bottle with the scent of his/her choice. Once the bottle is empty, the Customer has the possibility to come back to a GUERLAIN Parfumeur Boutique located in his/her country (if any in his/her country) - which are the only GUERLAIN Boutique which offer this service to have the bottle refilled with the same fragrance. Please note that this service does not include the possibility to return the empty bottle to have it filled and sent back. The Customer must physically move to a GUERLAIN Parfumeur Boutique to have the bottle refilled. GUERLAIN reserves the right to double check the perfume which were initially put in the bottle to ensure that no interconnection occurs between different sent. The Customer must also ensure GUERLAIN that no other product of any substance has been placed in the bottle. It is the Customer’s responsibility to provide GUERLAIN with correct information. GUERLAIN cannot be held responsible if the refill is based on misleading information.
All Products prices are firm. Prices are given in pounds sterling (£) all taxes included. The price in force is the one indicated for each Product on the Website. These prices include all taxes applicable on the day of the order but exclude any delivery costs, which will be charged additionally and will be specified to the Customer prior to the order being finalised.
Delivery costs will be indicated to the Customer before the validation of the order. The present General Terms and Conditions of Sale provide various delivery methods, which may be modified at any time by GUERLAIN.
The invoiced price is the price indicated to the Customer on the order confirmation page, which appears on screen at the order confirmation and is sent by GUERLAIN to the Customer by email.
GUERLAIN reserves the right, and the Customer accepts, to modify the price of the Products at any moment, without any further formalities than to make the changes available on the Website. These changes may not affect the orders validated by the Customer prior to the coming into force of these changes, subject to the availability of the Products ordered.
The Products ordered shall remain the property of GUERLAIN until complete payment of their value, including the main value of Products, as well as any costs and taxes included in the invoice/receipt, and the applicable delivery costs.
6.1 Conditions of ordering
GUERLAIN only sells Products via the Website to Consumers. Products are solely intended for the Customer personal use, excluding any connection to his/her professional capacity. As a consequence, any order exceeding five (5) units bearing the same reference shall not be accepted as it is not presumed to correspond to the consumption and personal use of a Customer.
In the event of an order of Products exceeding this maximum, the order shall be considered as null and will not be taken into account by GUERLAIN.
To place an order on the Website, the Customer must be of legal age, have legal capacity and hold a credit card or a gift voucher.
6.2 Order process
To place an order, the Customer must proceed to the following steps:
- Fill in the virtual shopping bag by clicking on the icon "Add to cart" and indicating the Products concerned.
The Customer can also click on the icon “Personalise” to use the opportunity to personalise the Products by engraving it. For perfumes, the customer can decide to engrave the regular bottle. The Customer can also choose to have the perfume in a bee bottle (in the color of his/her choice among a choice of colors for 125 ml or in white or gold for 250 and 500 ml). The size and the color of the bee bottle will make the price change. The Customer can also choose to have for free the bee bottle engraved and to put a bow on it: he/she can choose the color of the bow and the way the bow is tied. It is specified that the customer cannot purchase the same reference engraved and regular in the same order. In addition, it is not possible to purchase in the same order two identical Products engraved.
- Click on the button "Checkout".
- Check and modify, as the case may be, the content of the virtual shopping bag, then click on the button "Checkout".
- Identify yourself on the Website, except if the Customer has chosen the "guest" option:
- - Either by creating an account on the Website by clicking on the button "Create an account" and completing the form (some fields are required to validate the order),
- - Or by logging on to the Website by entering his/her email address and password if the Customer has already created an account, then clicking on the button "Login".
Tick the box "By validating your order, you accept the General Terms and Conditions of Sale".
Until the "Proceed to payment" step, the Customer has the possibility to modify his/her order by clicking on the icon "Edit" on the right side of the various pages. This allows the Customer to correct any errors he/she could have made while completing the various fields.
In case that the Customer wishes to modify his/her order, the Customer can click on the return arrow on the top left of his/her screen or click on the "See all details" button in the order summary on the right side of the screen. The Customer will then be redirected to his/her virtual shopping bag, where he/she can modify his/her order.
As the Customer confirms his/her order by clicking on the "Proceed to payment" icon, the Customer can no longer modify or cancel his/her order before proceeding to payment.
At the end of the ordering process, the Customer is asked to click on the "Proceed to payment" icon. By clicking on, the Customer is redirected to the payment service provider Cybersource and proceed to payment following the conditions requested (Visa, Mastercard and American Express only) – please refer to Article 8 below (Payment terms) for more information. This does not constitute GUERLAIN’s acceptance of the Customer’s order and a Contract between the Parties is not formed until the order is validated by GUERLAIN as explained under Article 6.3 below.
6.3 Final validation of the order – How is a Contract formed?
Following the validation of the payment by the Customer, a confirmation of the order will be sent by email to the Customer by GUERLAIN. The order confirmation includes the summary of the Products ordered, the price, the delivery costs and the order number. It mentions the right of cancellation and contains a version of the applicable General Terms and Conditions of Sale in PDF version.
A Contract between the Parties is formed when the Customer receives the order confirmation by email detailed above from GUERLAIN.
6.4 Order refusal
GUERLAIN reserves the right to refuse any order in the event of:
- - Number of Products ordered exceeds the maximum provided in the present Article 6.1.
- - Litigation with the Customer.
- - Total or partial non-payment of a previous order by the Customer.
- - Refusal of authorization of payment per credit card by payment agencies including CyberSource, which is the payment service provider used by GUERLAIN to detect credit card frauds.
- - Request for personalisation which does not comply with the provisions of Article 5.3.
- - Abnormal nature of the order, particularly regarding quantities and/or amounts which does not correspond to the personal use of a final consumer.
Any order may come with a maximum of three (3) free samples within the limit of available stocks.
The details of the Contract will not be filed by GUERLAIN unless the order exceeds the value of £103, in which case GUERLAIN will archive the Contract for a period of 10 years following the date of the last delivery of the order.
These General Terms and Conditions of Sale will be supplied to the Customer in pdf form attached to the email confirmation sent by GUERLAIN under Article 6.3 and GUERLAIN recommends that the Customer prints or saves this for future reference. However, the Customer may, at any time, request details of his/her order(s) by making the request via the contact form available on the Website.
GUERLAIN accepts payment by debit or credit card (Visa, Mastercard and American Express exclusively). The Customer enters his/her credit card number, the expiration date of the credit card, the name of the cardholder and the card security code (the last three or four numbers on the back of the credit card).
Payment is made by using the secured server of the payment service provider Cybersource (see below for more information). This means that none of the Customer’s bank information is processed by GUERLAIN or Salesforce (as the Website operator) on the Website. The payment by credit card is completely secured.
Any and all orders are payable in GBP (pound sterling) and are inclusive of VAT.
The credit card is charged at the time of dispatch of the order.
Cheque payments are not accepted.
The Customer guarantees GUERLAIN that he/she has the authorizations required to use the chosen method of payment at the time of the order validation. In case of refusal of the bank, the order will be automatically cancelled and GUERLAIN will not be responsible for the Customer’s order being cancelled.
The invoice will be available in the website. If the Customer has an account he can login and go to "Orders" section and click on "Get Invoice". If the Customer does not have a Guerlain account, he can click on Account icon and fill his order number, order email and billing Post Code to view, save and/or print the invoice.
Who is Cybersource?
To fight against fraudulent activities over the Internet, information pertaining to the orders is controlled by the payment partner designated by GUERLAIN: Cybersource, (a company registered in England and Wales, with company number 3425262 and whose registered address is at P.O. Box 8999, San Francisco, CA 94128-8999 USA) ("Cybersource"), which is a secure payment operator. This company is responsible for the automated storage and processing of information relating to each order, including bank card details, in a secure environment.
Information pertaining to the orders is subject to automated data processing, for which Cybersource is the manager. The purpose of this automated data processing is to define a level of analysis for transactions and to fight against fraud regarding payment methods, in particular credit card fraud.
Should any payment incident occur in connection with a fraudulent use of a credit card or any other method of payment, the data set out on the corresponding order shall be recorded in a "payment incident" file implemented by Cybersource. Any incorrect declaration or anomaly may also be subject to a specific treatment.
The Customer has, at any time, the right to access, modify and delete his/her own personal data by writing to GUERLAIN, giving a proof of his/her identity, via the contact form available on the Website.
If at any time the server is unavailable GUERLAIN will be unable to accept orders through the Website and accepts no responsibility to the Customer for his/her inability to make an order.
9.1 Delivery adress
The Products ordered by the Customer in accordance with the present General Terms and Conditions of Sale will be delivered to the postal address indicated by the Customer as delivery address when placing his/her order.
Deliveries shall always be rejected if the delivery address indicated by the Customer corresponds to:
- - An hotel
- - a PO Box
- - a non-fixed address or domicile (i.e., without this list being exhaustive, mobile homes, caravans, campsites, and other non-fixed debits) or in a collective place where an individual address cannot be assigned in such a way and durable to a natural or legal person.
9.2 Delivery time / Delivery costs
Delivery time and costs depend on the delivery method chosen by the Customer when ordering. It shall be noted that delivery time may be longer for personalised Products as orders which include personalisation process take additional time compared to a regular order.
Delivery time shall begin when the order confirmation email is sent. As soon as the order is sent, a shipping confirmation email is sent to the Customer with a tracking number.
For any delivery, the Products are delivered by DPD and the delivery costs are fixed at the amount stated on our Website from time to time.
Each parcel contains a delivery voucher which mentions the conditions and possible ways to return the Products received.
On receipt of the Products, the Customer undertakes to check the good condition of packaging and the conformity of the Products delivered with the order and inform GUERLAIN of any error, damage to packaging, or non-arrival as soon as possible.
In the event that the Customer reported a missing product or a delivery delay, GUERLAIN will make enquiry with DPD.
In case of a missing product, should said product be found before the indicated delivery date, the product will be redirected to the delivery address specified in the order form.
If the order or the missing product has not been delivered after the indicated delivery date the Customer shall write to GUERLAIN via the contact form available on the Website.
If the delivery is not carried out within a reasonable additional time, the Customer has the possibility to cancel the Contract by making a statement to that effect, by any means including telephone, email, post or using the contact form available on the Website. The Contract shall be deemed to be cancelled upon receipt by GUERLAIN of the Customer's request informing of his/her decision (unless GUERLAIN has performed in the meantime). In such a case, all the sums paid by the Customer (including delivery charges) will be returned to the Customer as a reimbursement as soon as possible and no later than fourteen (14) days from the date on which the Contract was cancelled.
For any reason whatsoever the Customer may exercise his/her right to cancel within fourteen (14) days from the date of the Customer’s receipt of the parcel, as provided in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If GUERLAIN send to the Customer multiple products from one order in separate parcels, these fourteen (14) days will start to run on the date the Customer receives the last parcel forming part of his/her order.
However, according to the above-mentioned EU Directive, no return of personalised Product will be accepted by GUERLAIN unless they are damaged or they do not correspond to the options of personalisation selected by the Customer.
To exercise his/her right to cancel, the Customer must make a clear statement to that effect, whether this be by telephone, email, post or using the contact us form on the Website. The Customer may also use the Model Cancellation Form produced at schedule 1 of these General Terms and Conditions (although he/she is not obliged to do so).
GUERLAIN shall acknowledge receipt of the cancellation without delay by sending an email to the Customer.
As from the exercise of his/her right to cancel, the Customer shall have an additional fourteen (14) days period to return the Products ordered.
Unsealed, open and/or used products shall not be accepted for return for hygiene and health protection reasons.
The Customer must return the Products in perfect condition and in original packaging, unopened, so that the Products can be remarketed, following the procedure described on the delivery form attached to the parcel. The Products must be returned accompanied by the return voucher duly completed, which has been sent with the parcel and is also available on the Website.
The Customer must return the Products to the following address:
The Westex Group
If the Customer is entitled to return Products under the conditions above, the Customer may return his/her order free of charge via DPD by using the DPD label contained in the parcel. If the Customer does not return his/her order via DPD, GUERLAIN will be unable to reimburse the Customer for the cost of making the return, except in case of a non-conformity of the Products delivered with the ordered ones (in such case, costs of return shall be borne by GUERLAIN). The Customer shall be responsible for any and all risks linked to the return of the Product(s). The Customer may follow his/her parcel via the tracking link sent in the Order confirmation email to avoid any inconvenience in case of loss or theft of the Products during the return transport.
If the above conditions are fulfilled, GUERLAIN shall reimburse to the Customer the total amount paid at the order of the returned Products, using the same manner as the payment for the order, excepted the costs of return, within a maximum period of fourteen (14) days from receipt of the return voucher, or – at the latest – from the most recent of the following dates: the day on which GUERLAIN receives the returned Products, or the day on which the Customer provides GUERLAIN with proof of expedition of the Products concerned by the exercise of the Customer’s right to cancel, whichever of these days occurs first.
In the event that the Customer has expressly chosen a method of delivery more expensive than the standard delivery method proposed by GUERLAIN, the additional costs shall not be reimbursed and shall be borne by the Customer.
In case of a partial return of Products, the sole price of the returned Products shall be reimbursed by GUERLAIN excluding the delivery costs, insofar as the Customer has benefited from the delivery service for the items kept and the delivery rates do not change depending on the volume ordered.
GUERLAIN are under a legal duty to supply Products that are in conformity with the Contract. The box below shows a summary of the Customer’s key legal rights in relation to Products purchased on the Website. Nothing in these terms will affect the Customer’s legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
If the Customer wishes to exercise his/her legal rights to reject Product(s) the Customer must post them back to GUERLAIN at the address below or (if they are not suitable for posting) allow GUERLAIN to collect them from the Customer. The Customer will have to stick the pre-paid return label on the packaging.
The Westex Group
GUERLAIN are responsible to the Customer for foreseeable loss and damage caused by it. If GUERLAIN fail to comply with these General Terms and Conditions of Sale, it will be responsible for loss or damage suffered by the Customer that is a foreseeable result of GUERLAIN breaking this Contract or by its failure to use reasonable care and skill.
GUERLAIN is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both Parties knew it might happen.
GUERLAIN does not exclude or limit in any way its liability to the Customer where it would be unlawful to do so. This includes liability for death or personal injury caused by GUERLAIN’s negligence or the negligence of GUERLAIN’s employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of the Customers legal rights in relation to the Products.
GUERLAIN are not liable for business losses. GUERLAIN only supplies the Products for domestic and private use. If the Customer uses the Products for any commercial, business or re-sale purpose GUERLAIN will have no liability to the Customer for any loss of profit, loss of business, business interruption, or loss of business opportunity
GUERLAIN makes no warranties that the Website will be available on an uninterrupted, timely, secure or error-free basis. Especially, GUERLAIN shall not be responsible for:
- - Interruptions, malfunctions, or delays recorded on the Website due to technical failures, because of third parties or any circumstances beyond GUERLAIN’s reasonable control.
- - The impossibility or temporary inability for the Customer to access the Website, due to circumstances which are beyond GUERLAIN’s control, such as computer breakdown, interruptions of the telephone network, the Internet, or the failure of the Customer's reception equipment for the Internet.
GUERLAIN reserves the right to suspend access to the Website at any time.
For any information, complaints or question relating to the terms and conditions of sale on the Website or to the Products, Customers shall contact GUERLAIN's customer service via the contact form available on the Website, when appropriate by using their order number.
Any and all intellectual property rights attached to the Products presented for sale on the Website are and shall remain the exclusive property of GUERLAIN. All rights are exclusively reserved. Therefore, no one is authorized to reproduce, exploit, disseminate or use in any way, even partially, said intellectual property rights, unless GUERLAIN’s prior written consent has been obtained. GUERLAIN's trademarks and logos are registered trademarks. Consequently, any reproduction is an infringement.
These General Terms and Conditions of Sale are governed by English law and the Customer can bring legal proceedings in respect of the Products in the English courts. If the Customer lives in Scotland he/she can bring legal proceedings in respect of the Products in either the Scottish or the English courts. If the Customer lives in Northern Ireland he/she can bring legal proceedings in respect of the Products in either the Northern Irish or the English courts.
In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform, which the Customer may find here: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
Even if GUERLAIN delays in enforcing the Contract, it can still enforce it later. If GUERLAIN does not insist immediately that the Customer does anything he/she is required to do under these General Terms and Conditions of Sale, or if GUERLAIN delay in taking steps against the Customer in respect of he/she breaking the Contract, that will not mean that the Customer does not have to do those things and it will not prevent GUERLAIN taking steps against the Customer at a later date.
(Complete and return this form only if you wish to withdraw from the contract)
To [TRADER'S NAME, ADDRESS, TELEPHONE NUMBER AND, WHERE AVAILABLE, FAX NUMBER AND E-MAIL ADDRESS TO BE INSERTED BY THE TRADER]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate