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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 LVMH Perfumes & Cosmetics House, 11-13 Old Esher Road, Hersham, Surrey KT12 4NH. GUERLAIN UK Ltd.’s registered VAT number is GB222455587. The Contract is entered into with GUERLAIN UK Ltd. Telephone: +44 2035 142 400 (standard local telephone charges apply) available Monday to Friday from 09:00 to 18:00, and Saturday from 09:00 to 17:00 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 2035 142 400 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 recognises – by ticking the box “By validating your order, you accept the General Terms and Conditions of Sale” – that the client has sufficient knowledge of the language of such General Terms and Conditions and of the Website, and has been fully informed on and accepted such General Terms and Conditions of Sale without limitation before placing their 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 the client 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. In particular, when using the “Personalise” option, the presentation of the Products comprising the personalisation options selected by the Customer under a 3D mode shall not be contractual as is it likely to slightly differ from what the final Product will be. 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 using the below options:
- - Via the contact form available on the Website, or
- - By telephone at +44 2035 142 400 (standard local telephone charges apply) available Monday to Friday from 09:00 to 18:00, and Saturday from 09:00 to 17:00.
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 their order.
Should the order be totally cancelled for unavailability, the Customer’s order shall be automatically cancelled, and their bank account will not be charged.
Should the order be partially cancelled for unavailability:
- - The Customer’s order will be validated, and their 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 bee bottle with the scent of their choice. Once the bottle is empty, the Customer has the possibility to come back to a GUERLAIN Boutique located in their country (if any are in their 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 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.
The personalisation service also includes, for the Bee Bottles, the possibility to choose to put a bow on the bottle. The Customer can choose the color of the cord and the way it is tied.
For the l'Art & la Matière eau de parfum bottles, the Customer can have the bottle engraved and choose the color of the cord, the tassel as well as a collection plate to be fixed on the bottle cap, different from the standard plate with which the bottle is initially sold. The Customer is offered this personalised plate by GUERLAIN. The Customer may also choose to personalise the stopper of the l'Art & la Matière eau de parfum Bottle with an exceptional plate or a jewelry plate at the current price available on the Site.
In addition, if the Customer wishes to purchase new plates, the client may go to one of the Boutiques in the Guerlain network and purchase them at the current price displayed in the Boutiques. They may also choose to take advantage of the refilling service offered in the Boutique at the current rate displayed in the Boutiques..
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 their 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 their 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: the client 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.
The Customer can also choose to engrave free of charge the bottle l'Art & la Matière eau de parfum, and choose free of charge the color of the cord, the tassel as well as a collection plate to be fixed on the stopper of the Flacon. The Customer can also choose to personalise the stopper of the bottle l'Art & la Matière eau de parfum with an exceptional plate or a jewelry plate at the tariff in force available on the Site..
- 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 “Continue as a 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 their email address and password if the Customer has already created an account, then clicking on the button "Login".
- Validate the delivery method chosen (DPD).
- In the event that the invoice address and the identification details are the same as the details already given for delivery, validate the pre-filled fields with these details. Otherwise, indicate the invoice address and the identification details if they are different.
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 their order by clicking on the icon “Edit” on the right side of the various pages. This allows the Customer to correct any errors that they could have made while completing the various fields.
In case that the Customer wishes to modify their order, the Customer can click on the return arrow on the top left of their 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 their virtual shopping bag, where the client can modify their order. As the Customer confirms their order by clicking on the “Proceed to payment” icon, the Customer can no longer modify or cancel their 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 proceed to payment directly on the Website through the secure server of the payment service provider Cybersource 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 link to 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 authorisation 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.
6.6 Loyalty Programme
The loyalty Programme « GUERLAIN&YOU » is a Programme managed by Guerlain SA, company with headquarters located at 68 avenue des Champs-Elysées – 75008 PARIS – France, registered in the Paris trade and companies register under no. 582 022 265.
GUERLAIN&YOU LOYALTY PROGRAMME ENROLLMENT
Any eligible individual who has created a customer account at a selected Guerlain point of sale or online at Guerlain.com in the UK is considered a Member of the Guerlain&You Loyalty Programme. No purchase is necessary to enroll in the Guerlain&You Loyalty Programme, Members will start collecting points at their first purchase. Personal information, first name(s), address, email and telephone number, must be provided to enroll. How we use your personal data is set out in Article 4, “Personal Information”.
The Guerlain&You Loyalty Programme Membership is reserved for personal use only and is limited to one membership account per natural person (identified by last name, first name, and email address). The Guerlain&You Loyalty Programme is available to individuals who:
- - Are eighteen (18) years of age or older);
- - Fill out a customer information form online at Guerlain.com/uk in or at a selected Guerlain point of sale in the UK; and
- - Are resident in the UK
No physical loyalty card is issued for the Guerlain&You Loyalty Programme.
To collect points, on purchases made at selected Guerlain points of sale, a Member will have to be identified by the Beauty Consultant and online at Guerlain.com the Member will have to connect to their Guerlain account, and afterwards points will be automatically added to their account for the Guerlain&You Loyalty Programme.
No loyalty card number will be requested at the time of purchase. If a purchase is subsequently cancelled or refunded, this will also be reflected in your account. Member’s points balance will decrease by the same amount as the cancelation or return affected points.
Members can find all Guerlain&You Loyalty Programme information on the Guerlain&You Loyalty webpage https://www.guerlain.com
To be eligible for all Guerlain&You Loyalty Programme benefits, it is the Member’s responsibility to provide personal information that is correct, complete and up to date. If you do not do this Guerlain shall not be responsible for the Member not receiving any benefits.
The Guerlain&You Loyalty Programme gives Members access to various benefits and gifts based on their Member points status. For each purchase of Guerlain products, 1 point is credited to the customer's account for every British pound (1) spent.
The points cumulated are valid for 12 months. If the points are not used, they will be lost 12 months after the date of the qualifying purchase. Depending on the points threshold reached, the Client may receive gifts from Guerlain (within the limit of two identical gifts per year and within the limit of available stocks, the gifts may change during the year).
TIERS & BENEFITS
The Guerlain&You Loyalty Programme has six tiers. Each Member may reach one of these six tiers according to the total amount spent at a selected Guerlain point of sale or online at Guerlain.com/uk, in the preceding 12 months.
Eligible purchases are purchases of Perfumes, Skincare or Makeup products. Members can gain access to the different tiers as follows:
- - for a number of points equal to or greater than 100 points and up to 179 points, Tier 1
- - for a number of points equal to or greater than 180 points and up to 299 points, Tier 2
- - for a number of points equal to or greater than 300 points and up to 599 points, Tier 3
- - for a number of points equal to or greater than 600 points and up to 1499 points, Tier 4
- - for a number of points equal to or greater than 1500 points and up to 2999 points, Tier 5
- - for a number of points equal to or greater than 3000 points and beyond, Tier 6
The benefits of each tier are independent of each other. Members, once they have gathered enough loyalty points, are able to select rewards from the tiers they want.
Members will receive communications about the Guerlain & You Loyalty Programme mainly via email, according to their member status, if they are opted in to receive emails.
A Member can request their loyalty reward at a selected Guerlain point of sale, for collection at a later date, without purchase required. If the reward requested is a gift, the Guerlain Beauty Consultant at the selected Guerlain point of sale where reward was requested will contact Member once their loyalty gift is available to be collected from said point of sale. Member has 30 days to collect their reward, from date of notification that it is ready at the Guerlain point of sale. If reward requested is a service, the Guerlain Beauty Consultant will arrange appointment time for redemption of service reward.
A Member can also redeem a loyalty gift(s) online at Guerlain.com/uk as part of a product order. In which case, the gift(s) from which the Member may benefit under the Guerlain&You Loyalty Programme will be sent at the same time as the products purchased. A Member placing an order online at Guerlain.com/uk will not be able to use the Guerlain&You Loyalty Programme points they will earn on that same purchase.
Following an online order at Guerlain.com or a purchase made at selected Guerlain points of sale, Member’s points balance is updated at D+1. Once Member’s points balance is updated with the number of points associated with this order or purchase, Members will be able to redeem their potential unlocked reward(s) on a next purchase online or by visiting a selected Guerlain point of sale.
Gifts are subject to availability and are not exchangeable or refundable. The rewards catalogue is updated regularly and Guerlain reserves the right to substitute a gift with another gift of equivalent value at any time, based on availability. Guerlain reserves the right to change the points scheme, in which case Members can access said change on the Guerlain&You Loyalty Programme webpage.
If Members have any concerns about the processing of their personal data in relation to the Guerlain&You Loyalty Programme, Members can contact the DPO by email at firstname.lastname@example.org.
TERMINATION & MODIFICATION
Members can request membership termination by contacting Customer Services via our contact form at Guerlain.com/uk or by calling +44(0) 2035 142 400. In the event of membership termination, whether at the request of the Member or by Guerlain, all earned points will be immediately removed. Membership termination will also result in termination of your customer account.
Guerlain reserves the right to modify or suspend the Guerlain&You Loyalty Programme membership at any time and to inform Members using any appropriate method. In this case, Guerlain cannot guarantee that any unused benefits will remain available.
Guerlain does not guarantee that Members who have not established communication with Guerlain&You Loyalty Programme (via email) or who have not visited the Guerlain&You webpage at Guerlain.com for a period of more than 12 months will be informed of any modification or termination of the Guerlain&You Loyalty Programme.
Modification or termination of the Guerlain&You Loyalty Programme will not give Members any right to compensation in any form.
SUSPENSION OR DELETION OF ACCOUNT DUE TO FRAUDULENT USE OF THE PROGRAMME
It is assumed that Members will follow the Guerlain&You Loyalty Programme terms and conditions and adopt appropriate behaviour towards Guerlain. In the event of abuse or failure to follow any terms and conditions, Guerlain reserves the right to temporarily suspend or permanently terminate a Member’s Guerlain&You account, along with all associated benefits without notice. In this case, Guerlain will inform the Member after such suspension or termination through any appropriate means.
Guerlain may suspend or terminate an account in the following circumstances:
- - In the event of fraud, attempted fraud or theft by a Member in a store and/or on the Guerlain.com website.
- - In the event of inappropriate use or misappropriation of the Programme.
- - In the event of an abnormally high number of transactions in one or more purchase days.
- - In the event of outstanding payment for a period of one (1) month after reminder from Guerlain.
- - If a Member fails to follow the provisions set out in these terms and conditions.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
Different limitations and exclusions of liability will apply to liability relating to our products. These are set out in our general sales conditions.
Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Guerlain does not guarantee uninterrupted access to the Guerlain&You Loyalty Programme. Guerlain cannot be held liable for such interruptions nor for the consequences resulting from any malfunction in the Guerlain&You Loyalty Programme. In the event of a malfunction, Guerlain will make every reasonable effort to restore Member access and ensure that Members can preserve earned benefits.
All intellectual property rights, of any kind, as well as all components on the website and/or linked to the Guerlain&You Loyalty Programme (specifically including text, logos, brands, graphics, images, photos, videos, animation, trade names and any other component) are and remain the exclusive property of Guerlain and are exclusively reserved for Guerlain. Under these conditions, no one is authorized to reproduce, represent, utilize, adapt, disseminate or use, by any method, partially or in full, these intellectual property rights without prior written permission from Guerlain.
APPLICABLE LAW LITIGATION
These terms and conditions are subject to the laws of England and Wales and may be modified at any time by Guerlain. Failing an amicable solution or mediation, any dispute resulting from the terms and conditions shall be submitted exclusively to the courts of England and Wales. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.
POINTS OF SALE
The selected Guerlain points of sale in which clients can collect points on the Guerlain&You Loyalty Programme and request to redeem their rewards at are:
- - Fenwick Bentalls Kingston, Dolphin Street KT1 1TX KINGSTON SURREY United Kingdom
- - Fenwick Canterbury, 6 ST GEORGES LANE, KENT CT1 2TB CANTERBURY United Kingdom
- - Fenwick Newcastle, Northumberland St, TYNE & WEAR NE99 1AR NEWCASTLE UPON TYNE, United Kingdom
- - Fenwick Williams & Griffin Colchester, 152 High Street CO1 1PN COLCHESTER United Kingdom
- - Fenwick York, Coppergate Centre, 2 St Mary's Square, York YO1 9WY, United Kingdom
- - Guerlain Covent Garden Boutique, NORTH PIAZZA, ROYAL OPERA HOUSE, COVENT GARDEN, LONDON, WC2E 8HD
- - H Beauty Edinburgh, St James Quarter, 316 -318 St James Crescent, Edinburgh, EH1 3AE
- - H Beauty Lakeside, Intu Lakeside Shopping Centre, WEST THURROCK, GRAYS, ESSEX, RM20 2ZP
- - H Beauty Milton Keynes, ACORN WALK, SILBURY ARCADE, Milton Keynes, MK9 3DJ
- - H Beauty Newcastle, ST MICHAELS WY, METROCENTRE, GATESHEAD, NEWCASTLE, NE11 9YG
- - Harrods Knightsbridge, 87 BROMPTON RD, KNIGHTSBRIDGE SW1X 7XL LONDON United Kingdom
- - Harrods Salon de Parfums, 87 BROMPTON RD, KNIGHTSBRIDGE SW1X 7XL LONDON United Kingdom
- - Harvey Nichols Knightsbridge, 109-125 KNIGHTSBRIDGE, LONDON, SW1X 7RJ
- - House of Fraser Bath, 13 MILSOM STREET BA1 1DD BATH / AVON United Kingdom
- - House of Fraser Belfast, VICTORIA SQUARE BT1 4QG BELFAST United Kingdom
- - House of Fraser Birmingham, Corporation St, Birmingham B2 5JS, United Kingdom
- - House of Fraser Bluewater, DARTFORD / KENT DA9 9SB GREENHITHE United Kingdom
- - House of Fraser Bristol, THE CIRCUS, CABOT CIRCUS BS1 3BD BRISTOL United Kingdom
- - House of Fraser Camberley, PARK ST / SURREY GU15 3PG CAMBERLEY United Kingdom
- - House of Fraser Cardiff, 14 ST MARY ST/STH GLAMORGAN CF10 1TT CARDIFF United Kingdom
- - House of Fraser Cheltenham, The PROMENADE / GLOUCESTER GL50 1HP CHELTENHAM United Kingdom
- - House of Fraser Croydon, 21 NORTH END CR0 1TY CROYDON, SURREY United Kingdom
- - House of Fraser Darlington, HIGH ROW DL3 7QE DARLINGTON United Kingdom
- - House of Fraser Flannels, Fosse Park West, LEICESTER LE19 1HZ, United Kingdom
- - House of Fraser Flannels Meadowhall, 1 Park Lane, SHEFFIELD S91EL, United Kingdom
- - House of Fraser Glasgow, 21 / 45 BUCHANAN ST G1 3HR GLASGOW United Kingdom
- - House of Fraser Guildford, 105/111 HIGH ST, SURREY GU1 3DU GUILDFORD United Kingdom
- - House of Fraser Leeds, 140-142 BRIGGATE / WEST YORKS LS1 6LS LEEDS United Kingdom
- - House of Fraser Manchester, DEANSGATE / GT MANCHESTER M60 3AU MANCHESTER United Kingdom
- - House of Fraser Middlesborough, The Cleveland Centre, 7 Linthorpe Rd, Middlesbrough TS1 5AD, United Kingdom
- - House of Fraser Plymouth, 40-46 ROYAL PARADE, DEVON PL1 1DY PLYMOUTH United Kingdom
- - House of Fraser Reading, ORACLE CENTRE /BERKSHIRE RG1 2AS READING United Kingdom
- - House of Fraser Rushden Lake, NORTHWALK NN10 6FG RUSHDEN, NORTHAMPTON United Kingdom
- - House of Fraser Solihull, 700 WARWICK ROAD B91 3DU SOLIHULL United Kingdom
- - House of Fraser Sutton Coldfield, GRACECHURCH CENTRE B72 1PB SUTTON COLDFIELD, WEST MIDLANDS United Kingdom
- - House of Fraser Westfield, WESTFIELD LONDON SHP CTR ARIEL WAY W12 7GA LONDON United Kingdom
- - House of Fraser Worcester, 24 CHAPEL WALK, CROWNGATE WR1 3LD WORCESTER United Kingdom
- - Selfridges London, 359 OXFORD STREET W1A 1AB LONDON United Kingdom
The details of the Contract will not be filed by GUERLAIN unless the order exceeds the value of £120, 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 their 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), ApplePay and Paypal.
Payment by Paypal
At the time of order validation, the Customer chooses the "Paypal" payment option and is automatically redirected to the "Paypal" platform.
The Customer will then have to connect to their "Paypal" account using their login details. The Customer will also have the option of creating a Paypal account at this time if the client does not already have one. After validating their order with "Paypal", the Customer will be redirected to the confirmation page of guerlain.com.
Payment by Credit Card
At the time of order validation, the Customer chooses Credit card payment option, the Customer enters their 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) integrated into the Website. 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 they have 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 they can login and go to “My order” section and click on “Sell details” and “Invoice”. If the Customer does not have a Guerlain account, they can click on “Check order” icon and fill their 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 their own personal data by writing to GUERLAIN, giving a proof of their 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 their inability to make an order.
9.1 Delivery address
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 of an error or irregularity concerning the delivery, especially deterioration or partial non-arrival of Products (missing Products comparing to GUERLAIN’s invoice, delivery delay, etc.), the Customer shall indicate, at the receipt of the order, their reserves by using the delivery slip given by the transporter, which will then be communicated to GUERLAIN via the contact form available on the Website within a maximum of ten (10) days counting from the receipt of the Products.
In the event that the Customer reported a missing product or a delivery delay, GUERLAIN will make enquiries with DPD and our distribution center.
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 their 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 thirty (30) days from the date on which the Contract was cancelled. .
According to the provisions of the Consumer Contracts Regulations 2013 (Information, Cancellation and Additional Charges for any reason whatsoever the Customer may exercise their right to cancel within thirty (30) days from the date of the Customer’s receipt of the parcel. If GUERLAIN sends to the Customer multiple products from one order in separate parcels, thirty (30) days will start to run on the date the Customer receives the last parcel forming part of their order.
However, according to the above-mentioned Regulation, 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 their 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 the client 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 the clients right to cancel, the client shall have an additional thirty (30) 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:
If the Customer is entitled to return Products under the conditions above, the Customer may return their order free of charge via DPD by using the DPD label contained in the parcel. If the Customer does not return their order via DPDGUERLAIN 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 their 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 thirty (30) 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
GUERLAIN guarantees that all the Products are conform to the use for which they are expected and present no defaults or hidden defects that render them dangerous or unsuited to their normal use.
When relying on the legal guarantee of conformity, the Customer has 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 their legal right 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 legal guarantee of conformity applies regardless of the commercial guarantee potentially offered to Customer.
If the Customer decides to implement the guarantee against hidden defects of the products sold, they may choose between the cancellation of the contract or a reduction of the selling price.
In the event of a lack of conformity of the Product delivered, the Customer have the possibility to return said Product to GUERLAIN, in its original condition, necessarily bearing the original labels and accompanied by the original packaging and the delivery voucher, informing GUERLAIN beforehand via the contact form available on the Website.
Failing the foregoing, GUERLAIN shall not proceed neither to the repair nor to reimbursement of the defective Product returned.
In the event that the return of the defective Product was well founded, GUERLAIN shall replace or reimburse the defective Product and the delivery costs, excluding any other compensation. Should the Customer’s choice has a clearly disproportionate cost with respect to the other possibility, GUERLAIN shall proceed to the other possibility.
Under no circumstances shall repairs or replacements be requested and/or done in-store.
With the exception of the above assumptions, no replacement or repair of Product shall be accepted.
GUERLAIN shall only be held liable for due care. Only the Customer shall judge whether the Products ordered are appropriate and adapted to their needs and consumption.
GUERLAIN shall assume no liability if the Customer uses the Product(s) without complying with their instructions for use.
Before placing an order, the Customer declares their full legal capacity entitling them to transact according to the present General Terms and Conditions of Sale. GUERLAIN shall assume no liability as to the confirmation of the Customers or visitors’ legal capacity. As a result, if a person who does not have legal capacity orders Products on the Website, their legal guardians shall assume responsibility of such order and, in particular, honor its payment.
GUERLAIN makes no warranties that the Website will be available on an uninterrupted, timely, secure or error-free basis. Especially, GUERLAIN shall not be held liable 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 shall not be held liable for (i) the loss or alteration of or fraudulent access to the Customer’s personal data, (ii) the accidental transmission of viruses or other disruptive components resulting from the access to the Internet or email communications.
Without limiting any other provisions of the present General Terms and Conditions of Sale, GUERLAIN shall only accept liability for a fault which is duly proven and exclusively attributable to GUERLAIN. Liability is strictly limited to direct damages. 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.
It is specified that in the event of inappropriate behavior by the Customer towards Guerlain personnel or members of the Customer Relations Department (violent, defamatory, obscene, shocking, indecent, indelicate comments, etc.), Guerlain reserves the right to change the Customer's contact person, to report this Customer to the Customer Relations Department, to no longer respond to this Customer by blocking their number and/or excluding them from its customer database, and to withdraw the Customer's entitlement to the loyalty programme.
GUERLAIN shall not be held liable for improper performance or partial or total non-performance of the obligations hereunder, if this is due to the Customer, or any unforeseeable and unsurmountable act of a third party, or a case of force majeure as defined by caselaw. These events shall justify the interruption and/or extinction of GUERLAIN’s obligations, without the Customer being entitled to any compensation or damages.
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.
The present General Terms and Conditions of Sale, the order summary communicated to the Customer and the order confirmation email constitute the entire agreement between the Parties. These are the sole binding and enforceable contractual documents between the Parties, excluding any other document or photograph of the Products which shall only be considered as indicative..
The present General Terms and Conditions of Sale and the contractual relationship between GUERLAIN and the Customer shall be governed and construed in accordance with the laws of England. All disputes or differences that may arise in connection with or in relation to these General Terms and Conditions of Sale, or in connection with the relationship between the Parties, shall be first submitted to a consumer mediator. Should no amiable settlement be reached, any disputes will be submitted to and definitively settled by the Courts of England.
If the Customer lives in Scotland, the client can bring legal proceedings in respect of the Products in either the Scottish or the English courts. If the Customer lives in Northern Ireland they can bring legal proceedings in respect of the Products in either the Northern Irish or the English courts.
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 they are still required to do so under these General Terms and Conditions of Sale, or if GUERLAIN delay in taking steps against the Customer in respect of them 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 Guerlain Ltd, RESS, 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