Legal terms and conditions

GENERAL TERMS AND CONDITIONS FOR ONLINE AND DISTANCE SALES

For Arabic version: link to pdf 

For English version: 

These general terms and conditions of sale are those of CDC Abu Dhabi LLC Couture, a limited liability company duly organized under the laws of the United Arab Emirates, with commercial license number CN-1095119, whose registered address is Corniche Street West, Marina Mall Building, Abu Dhabi, United Arab Emirates and whose paid up capital is 300,000 Arab Emirate Dirhams (“Christian Dior Couture”).

Christian Dior Couture distributes haute couture and luxury items including notably ready-to-wear items, fashion accessories, shoes, leather goods, jewelry for both men and women, in particular those bearing Christian Dior Couture labels, such as: Christian Dior, Dior, Baby Dior, CD (together, the "Christian Dior Couture Items").

In order to better meet the expectations of its customers, in addition to the boutiques it operates and its selective distribution network, Christian Dior Couture has set up a phone service system and an electronic (Internet) system for the distance selling of a selection of Christian Dior Couture Items (hereinafter the "Item(s)").

Article 1 - Scope and Acceptance of the General Terms and Conditions of Sale

These general terms and conditions of sale are applicable to all purchases of Items concluded at a distance:

1)           by phone via the customer service department set up by Christian Dior Couture, accessible via the number referred to in Article 2.1 below (hereinafter "Customer Service");

2)           via the Christian Dior Couture website identified by the domain name "www.dior.com/en_ae" (hereinafter the "Site").

The Items are intended to be sold exclusively to end buyers who are natural or legal persons, acting exclusively for their personal needs and not directly related to a commercial activity, excluding any resellers or intermediaries acting on behalf of resellers (hereinafter the "Customer(s)"). Therefore, the Customer affirms that they are acting as a consumer and that they do not intend to resell the Items for commercial purposes. The Customer also certifies that they have the legal capacity to enter into the commitments provided for in these general terms and conditions of sale. The Customer further certifies that they are of legal age to make orders in accordance with applicable laws and if not, the orders will be made by the Customer’s legal guardian. Christian Dior Couture may at any time update and modify the general terms and conditions of sale. The conditions applicable to the sale of an Item by a Customer are those in effect at the time of the conclusion of the contract of sale as detailed in section 2.2.4 below. With each purchase of an Item on the Site, you will be asked to indicate your acceptance of the general terms and conditions of sale in effect by ticking the box "I accept Christian Dior Couture’s general terms and conditions of sale". The Customer will be able to view the general terms and conditions of sale prior to being requested to confirm their acceptance.

Article 2 - Ordering Information

2.1     Orders placed by Phone with Customer Service

Orders by phone may be placed with Customer Service at 800032DIOR (price of a local call), Saturday to Sunday from 10:00 to 22:00 (except public holidays).

Once the Customer's bank has debited the Customer’s bank account, the order shall be directly forwarded to the Christian Dior Couture department responsible for preparing the order.

Any order placed in this context is binding on the Customer.

2.2     Orders placed by Internet on the Site

Orders placed on the Site are subject to strict compliance with the procedures described below.

Special orders (including personalization) cannot be placed on the Site; Christian Dior Couture invites its Customers wishing to order special items to visit a boutique to place their order.

2.2.1  Customer’s Selection of Items

On the Site, the Customer selects, enters and validates the identification and quantity of the Items that they wish to order; said Items are added to the Customer’s "Shopping Bag".

The Customer may freely modify their "Shopping Bag", delete an initially selected Item, modify the quantities ordered or alternatively add an Item by clicking on the corresponding elements within the "Shopping Bag".

2.2.2  Identification

Once the Customer has completed their selection and wishes to validate the contents of the "Shopping Bag", the Customer can either login or continue as a “guest”. The Customer can also login before selecting Items.

If the Customer already has a customer account on the Site, they can log in with their email address and password. If the Customer does not yet have an account, they can create one by confirming their name, address of residence, e-mail address and telephone number at the time they place the order.

The Customer's login details and password are intended to be used only by the Customer, therefore each Customer agrees to keep them secure and to not communicate them to third parties. The Customer agrees to immediately inform Christian Dior Couture in case of loss, theft or any fraudulent use of their customer account.

2.2.3 Validation of the Order 

The Customer must also validate the delivery method and complete the information necessary for the proper dispatch of the order (telephone number and delivery address in the United Arab Emirates).

For a gift order, the Customer may include an accompanying card . The Customer may use their delivery address as the billing address or enter another one. The Customer will then be asked to choose a payment method (only credit or debit card) and complete the necessary information.

Once this information has been duly entered and validated, the price of the Items (as defined in Article 5 below) and any shipping costs shall automatically be displayed.

The Customer must verify the accuracy of their selection before confirming the order. At the end of the order process described above and after accepting all of these general terms and conditions of sale, the Customer clicks on "PAY NOW".

2.2.4  Confirmation of the Order by Christian Dior Couture

An acknowledgement of receipt of the order is sent to the Customer by email.

The Customer accepts the use of electronic mail for Christian Dior Couture's confirmation of the order content.

The acknowledgement of receipt shall include the order number, the total amount of the order, information relating to cost and delivery time, defining features, quantity and price of the Items purchased.

At the time of shipment of the Items ordered to the delivery address designated by the Customer, Christian Dior Couture shall send an email to the latter informing the Customer of such dispatch as well as the receipt of payment, as provided for in Article 6 below.

At this point the contract of sale is then definitively concluded.

2.3     Proof of Order

In general, it is expressly agreed between Christian Dior Couture and the Customer that emails are admissible between the parties, as well as the automatic recording systems used by Customer Service or on the Site, in particular as regards the nature and date of the order. Christian Dior Couture shall retain the information relating to any order for a period of ten (10) years and shall make it available to the Customer upon request addressed by the latter to: [email protected] or to Christian Dior Couture on 800032DIOR. However, it is recommended that the Customer also keeps a copy (in electronic format and/or on paper) of the details relating to his/her order for any orders placed on the Site.

Article 3 – Item Availability

The Customer is informed at the time of placing the order, either by Customer Service or on the information page of the Site describing each of the Items and the availability of the Item.

If, in spite of vigilance on the part of Christian Dior Couture, the Items ordered are no longer available, Christian Dior Couture will inform the Customer by any manner (phone or email) as soon as possible. Christian Dior Couture shall not be liable in the event of the unavailability of an Item on the Site.

Christian Dior Couture reserves the right to change the Items offered on the Site at any time and without notice.

Article 4 – Refusal of an Order

Purchases made on the Site or by telephone shall be reserved for Customers for their own use and not for resale. Christian Dior Couture shall be entitled to refuse any unusual order exceeding the number of authorized Items, namely:

• eight (8) Items per order; and/or
• two (2) identical Items ordered within a period of thirty (30) calendar days, of all colours and sizes combined.

Each Customer’s purchase history will be monitored by Christian Dior Couture to ensure the Customer’s compliance with the above restrictions.

Christian Dior Couture will also be entitled to refuse any order: (i) made by a Customer with whom there is a dispute relating to the payment or delivery of a previous order; or (ii) not in accordance with these general terms and conditions of sale.

Christian Dior Couture will notify the Customer if it finds that the order does not comply with these general terms and conditions of sale, either directly on the Site or by telephone or email. If the Customer fails to correct any error or noncompliance with these general terms and conditions of sale contained in their order with Christian Dior Couture within a period of 5 calendar days following such notification, Christian Dior Couture reserves the right to cancel the order altogether, as well as the payment.

Article 5 – Price of the Items

The prices communicated by Customer Service or displayed on the Site are indicated in United Arab Emirate Dirhams (AED) and are inclusive of all taxes (including VAT), excluding delivery charges where applicable.

The prices invoiced are those in effect on the date of the order, subject to the availability of the Items ordered at this time. Christian Dior Couture reserves the right to modify the prices of the Items at any time and without notice.

Delivery within the United Arab Emirates will be free of charge, until we notify you otherwise. Christian Dior Couture reserves the right to modify the delivery terms and charges at any time in its sole discretion.

Tax refund services are not available for any remote purchases of Christian Dior Couture Items, through either phone or the Site.

The Customer will receive written confirmation of the amount paid, detailing the price per Item and shipping costs (if any) charged for each of the Items, when the item is dispatched and at the latest upon delivery.

Article 6 – Terms of Payment

In the event that, for any reason whatsoever (objection, refusal on the part of the credit card issuer, etc.), the debit of the amount payable by the Customer proves to be impossible, the sale shall be immediately cancelled and Christian Dior Couture shall immediately stop processing the order.

Payment by Credit Card or Debit Card

Payment for the Customer's purchases for both Site and telephone orders may be made by credit card. Cards from Visa© and MasterCard© are accepted. Cards issued by banks domiciled outside the United Arab Emirates must be international credit cards.

For this purpose the Customer guarantees Christian Dior Couture that they are the licensed cardholder of the credit card used to pay for the order and that the first and last name appearing on this credit card are their own. Then the Customer communicates, either by phone or via a secure interface, the credit card number, expiration date and security code. When ordering by phone, the Customer shall be required to confirm to Customer Service that they are the licensed cardholder.

After the Customer has validated the bank details on the Site, the Customer shall access a PSI DSS certified secure server.

The transaction is then carried out by the Customer in accordance with banking security standards. Authentication is specific to each bank. In communicating their credit card number and/or bank details, whether by telephone or on the Site, the Customer unconditionally accepts in advance that Christian Dior Couture proceeds with the secure transaction and pre-authorises their bank to debit their account upon reception of records or statements sent by Christian Dior Couture, even in the absence of receipts signed by the cardholder of the credit card used.

Article 7– Delivery

The Items may only be delivered to the United Arab Emirates  (hereinafter the "Delivery Zone").

It is not possible to place an order for any delivery address located outside this Delivery Zone. For primarily security reasons, Christian Dior Couture will not process any order whose delivery or billing address is a post office box. For security reasons as well, deliveries to a hotel or student residence shall be possible, subject to choosing the option of express delivery with proof of hand delivery.

The Customer shall also have the option of having the Items delivered to another individual located within the Delivery Zone, for example for a gift.

Once payment of the amount due under the order has been registered, the Items will be delivered to the delivery address indicated by the Customer during the ordering process. The Customer undertakes to have communicated the correct delivery address to Christian Dior Couture.

The delivery of Items ordered shall be made on the date or within the timeframe indicated to the Customer by Christian Dior Couture and, at the latest, within thirty (30) days of the date of the order.

Christian Dior Couture will deliver the Items ordered by courier with proof of hand delivery.

Delivery charges are covered by Christian Dior Couture unless we notify you otherwise. Christian Dior Couture reserves the right to modify the delivery terms and charges at any time in its sole discretion (this will not affect orders already made).

Click and Collect (in-store collection)

Christian Dior Couture offers Customers the opportunity to choose the "Click and Collect" option at the time of the order, choosing to collect the Item(s) in one of the proposed Christian Dior Couture boutiques. This service is uniquely available at the Christian Dior Couture boutiques in the United Arab Emirates and for certain Items. This information will be given to the Customer before the order is made. 
The Item will be available at the chosen store within the time limits communicated by Christian Dior Couture in the present Article. 
As soon as the order is available in-store, the Customer will be informed immediately by e-mail. He or she then has a period of fourteen (14) days to collect the order at the selected store. After this period, the order will be returned to our workshops and the Customer will be automatically refunded. 
When collecting the order in-store, the Customer must present the order's availability confirmation e-mail as well as a valid identity document. A verification of the Customer's identity will then be carried out, which the Customer expressly accepts by choosing this delivery method. The order will then be delivered to the Customer upon signature of a collection ticket. 
The Customer also has the possibility of asking a person of his or her choice to come and collect the order on his or her behalf, under the following conditions. The person thus chosen by the buyer must present (i) the buyer's identity document, (ii) his or her own identity document, (iii) the order confirmation email received by the buyer as well as (iv) the duly dated and signed authorization for withdrawal by a third party. 
The Customer can access a withdrawal authorization form by logging in to their customer account. 

Article 8 – Privacy Protection

Christian Dior Couture is committed to respecting the privacy of its Customers. For more information about how Christian Dior Couture collects, processes and uses data, please refer to the Privacy Statement.

The Customer undertakes that all information communicated to Christian Dior Couture through Customer Service or on the Site as part of the order shall comply with these general terms and conditions of sale, complete, accurate and up to date. Otherwise, Christian Dior Couture reserves the right to: (i) cancel the order altogether as well as payment, or (ii) make them subject to the Customer’s communication of any proof of the information and addresses provided, to ensure their existence and accuracy.

Details of personal data marked as mandatory (*) are necessary for Christian Dior Couture for the processing and delivery of orders as well as for the preparation of invoices. This information is intended for Christian Dior Couture and its service providers involved in processing the order. For more information on Christian Dior Couture's use of data, the Customer is invited to read the information available in the Privacy Statement.

The Customer has the right to access, modify, rectify and delete personal data concerning him/her. To exercise these rights, and for all questions relating to the collection and processing of the Customer Data, the Customer may send a message to the following contact details :

• Email: [email protected] or [email protected]
• Phone : 800032DIOR,
• Online contact form,
• post:

CDC Abu Dhabi LLC,

Corniche Street West, Marina Mall Building,

Abu Dhabi

United Arab EmiratesIn particular, the Customer is informed that his or her personal data may be transmitted or collected directly by:

• banking institutions acting as intermediaries for the payment of orders,
• payment system service providers (e.g. Checkout.com), acting as payment service providers,

Please note that these partners have their own privacy policies, statements, procedures and methodologies with regards to the collection, processing and storage of personal data.

Article 9 – Retention of Title

Christian Dior Couture shall retain ownership of the Items until such time as Christian Dior Couture has received payment in full. However, the Customer assumes the risks (in particular those related to loss, theft or damage) concerning the Items delivered from the moment they are delivered to the address indicated at the time of placing the order.

Article 10 – Intellectual Property Rights

The Customer shall not reproduce, represent or adapt, directly or indirectly, the Site, in whole or in part, in any form whatsoever. Any intellectual property right pertaining to any Christian Dior Couture product or element (including Christian Dior Couture Items), such as trademarks, illustrations, photos, images, designs and logos, whether registered or not, is and will remain the exclusive property of Christian Dior Couture SA, a joint stock company with equity established at EUR 290,055,840, listed under the Paris Trade and Companies Register under number 612 035 832, with a head office located at 30, avenue Montaigne 75008 Paris.

Any total or partial reproduction, downloading, modification or use of Christian Dior Couture's trademarks, illustrations, images, photos, logos and designs, for any reason and on any medium whatsoever, without the express prior written consent of Christian Dior Couture, is strictly prohibited.

Likewise, the following are strictly prohibited without the express prior written consent of Christian Dior Couture:

• the creation of hypertext links to any of the pages or components of the Site;
• any use not conforming to this Site's license to use it and, in particular, use of any of its components (items presented, descriptions, prices, data, software, graphics, images, texts, photographs, tools, etc.) for sale or any other direct or indirect commercial use.

Article 11 – Right to Cancel and Return of the Items

The Customer has a right to cancel, which they may exercise:

• For Returns: by contacting Christian Dior Couture customer service on 800032DIOR or email at [email protected] within 30 days of receipt of the Items, who will assist the Customer with their request to return the Item so notified,

or

• For Cancellations: by returning to Christian Dior Couture any written statement expressly mentioning the cancellation right being exercised before the Item is dispatched, by mail to [email protected].

The Customer acknowledges that they have been informed, and accepts, that they do not have such a right to cancel for  products that have been damaged, altered, as well as sealed items (swimwear, etc.) that have been unsealed by the Customer after delivery and that cannot be returned for reasons of hygiene or health protection.

It will then be the Customer’s responsibility to return the delivered Items:

• by following the various procedural steps proposed by Christian Dior Couture Customer Service, within which all costs of returning the Items shall be covered by Christian Dior Couture, not to exceed one return shipment of the Items per order; or
• by means of his/her choosing and at his/her own expense and risk to the address indicated on the Site or in a boutique of Christian Dior Couture's in the United Arab Emirates. It is recommended in this instance to keep all proof of this return, which requires that the Items shall be returned by the Customer by registered mail or by any other means with proof of date.

In any case, the return of delivered Items must be carried out by the Customer:

• within 30 days of the exercise of his/her right,
• in their original full packaging. Items not returned or returned incomplete, ruined, damaged, degraded, soiled or in any other condition that would reasonably suggest that they have been used or worn, will not be refunded or exchanged and will be returned to the Customer. As to shoes, the sole must also be intact: as such, it is strongly recommended to try Christian Dior Couture shoes on a carpet or rug-type surface.

The refund of the invoiced price of the returned Items will be made on the means of payment used to pay for the order, no later than 14 days following Christian Dior Couture's receipt of said Items, both for in-store and online return of the Items. Additional costs paid by the Customer related to the choice of a specific delivery method will not be reimbursed. For returns to boutiques, the refund of the invoiced price of the returned Items may be made in the form of a credit voucher valid for one year and usable only in boutiques belonging to Christian Dior Couture's own network that are located in the country of the boutique that issued the credit voucher.

In addition, in the case of a gift, the right to cancel remains for the exclusive benefit of the Customer and may under no circumstances be exercised by the recipient of the gift.

Article 12 – Exchange

 The Customer may only exchange the Items directly in one of the boutiques of the Christian Dior Couture network in the United Arab Emirates (excluding airports and concessions), within 30 days of their receipt. The Customer may return the Item(s) under the conditions referred to in Article 11 above (timeframe, exchange conditions).

The boutique processing the exchange must carry the same category of products as the Item to be exchanged. For example, men's shoes can only be exchanged in a boutique of the Christian Dior Couture’s own network that distributes Christian Dior men's shoes.

Products that have been damaged or altered, as well as sealed Items (swimwear, etc.) that have been unsealed by the Customer after delivery and that cannot be returned for reasons of hygiene or health protection may not be exchanged.

If the amount of the replacement Item(s) has a value greater than the amount of the returned Item(s), the Customer must pay the difference in price in accordance with these general terms and conditions of sale.

If the amount of the replacement Item(s) has a value lower than the amount of the returned Item(s), the Customer will receive a credit voucher for the amount of the difference (valid for one year and usable only in boutiques of the Christian Dior Couture’s own network located in the country of the boutique issuing the credit).

The exchange of the Item(s) is subject to the availability of the said Item(s) in the Boutique where the Client came for exchange. In case the Item(s) is/are unavailable, the Client may return the Item in accordance with the provisions of Article 11 above.

The return, exchange and cancellation policies detailed in these general terms and conditions of sale also apply for gifts, however only the customer who purchased the gift may request a refund and have his/her bank account credited. In addition, in the case of a gift, the right to cancel remains for the exclusive benefit of the Customer and may under no circumstances be exercised by the recipient of the gift.

Article 13 – Conformity - Warranty

13.1 General Conformity and Defective Items

Christian Dior Couture will deliver to the Customer an Item that conforms to the contract and is free of defects in conformity at the time of delivery of the said Item, in the sense that the Item shall be fit for the usual use expected of a similar good and that it will have the features presented during the sale. Christian Dior Couture shall also be responsible for non-conformity resulting from the packaging, assembly instructions or installation where the contract made these its responsibility or where they have been carried out under its responsibility. The Customer will have to provide proof of defects to be reviewed by Christian Dior Couture who will make the final decision as to whether the Item is defective or not.

This warranty will only apply if the Customer makes the request within two (2) years of delivery of the Items. Any non-conformity which becomes apparent within twenty-four (24) months of delivery shall be presumed to have existed at the time of delivery, unless proven otherwise. 

The Customer may then choose to repair or replace the Item, unless one of these choices results in a manifestly disproportionate cost for Christian Dior Couture. If the repair or replacement of the Item is unavailable, the Customer may be refunded the price paid and return the Item or keep the Item and be refunded a portion of the price, unless the non-conformity is minor.

13.2 Hidden Defects

Christian Dior Couture will provide the Customer with an Item free of hidden defects that would make it unfit for the use for which it is intended, or that would diminish its use to such an extent that the Customer would not have acquired it, or would have accepted to pay only a lower price, if they had known of such defect.

This warranty will only apply if the Customer makes the request within two (2) years of the discovery of the defect.

In the event of a hidden defect, it will be up to the Customer to prove that it fulfils the conditions of the warranty.

The Customer will have the choice to return the Item for full reimbursement or keep the Item and be refunded a portion of the price.

13.3   Commercial Warranties

Certain Items sold on the Site are covered by a commercial warranty, in addition to the above-mentioned statutory warranties. The content and terms of implementation of this commercial warranty shall be specified on the "information leaflet" accompanying the Items.

Article 14 – After-Sales Service

All technically repairable Items may be serviced by an after-sales service, to be contacted at 800032DIOR and [email protected].

Christian Dior Couture confirms to its Customers that there is no guaranteed time period for the availability of spare parts essential for the use of the Items.

Christian Dior Couture will nevertheless make its best efforts to satisfy its Customers in the event of a request for one or more spare parts.

Article 15– Information on the Items - Limitation of Liability - Force Majeure

Information on all Items offered for distance selling shall be made available in all Christian Dior Couture boutiques, on the Site or via Customer Service.

The photographs, graphics and descriptions of the Items offered for sale are only indicative and do not bind Christian Dior Couture. Customers can obtain additional information by contacting Customer Service or at Christian Dior Couture boutiques. While every effort is made to ensure that the colour and pattern of the Items pictured on the Site accurately reflect the original items, variations may occur, in particular due to technical limitations in the colour rendering of your computer equipment. Consequently, Christian Dior Couture cannot be held liable for non-substantial errors or inaccuracies in the photographs or graphic representations of the Items appearing on the Site.

In no event shall Christian Dior Couture be liable for any damage that does not result from a breach by Christian Dior Couture of one of its obligations or in the event of the occurrence of a fortuitous event or Force Majeure that would prevent or delay its performance. “Force Majeure” shall mean any circumstance not within Christian Dior Couture’s reasonable control, without limitation.

Christian Dior Couture will inform the Customer of any such fortuitous event or Force Majeure within seven (7) days of its occurrence.

In the event that this suspension of the performance of Christian Dior Couture's obligations continues beyond a period of fifteen (15) days, the Customer will then have the option of cancelling the order in progress and the Company shall refund him/her as soon as possible.

Article 16 – Non-Waiver

The fact that Christian Dior Couture refrains from demanding at any given time the performance of any of the provisions of these general terms and conditions of sale may not be interpreted as a waiver of its right to raise subsequently said complete or partial non-performance.

Article 17 – Validity of the General Terms and Conditions of Sale

If any of the provisions of these general terms and conditions of sale shall be declared null and void in whole or in part, the other provisions and the other rights and obligations arising from these general terms and conditions of sale shall remain unchanged and shall remain applicable.

Article 18 – Disputes - Applicable Law

These general terms and conditions of sale shall be subject to Dubai law. In the event of any difficulty arising from the ordering or delivery of the Items and before any legal action is taken, the Customer shall have the opportunity to seek an amicable solution with Christian Dior Couture.

In the absence of an amicable solution or recourse to mediation, all disputes arising from the general terms and conditions of sale shall be submitted to the Dubai courts.

Theses General Sale Conditions are reproduced in English and Arabic. In the event of any inconsistency between the English and Arabic text, the English text will prevail.

GENERAL TERMS AND CONDITIONS OF USE OF AFTER-SALES SERVICES

 GENERAL TERMS AND CONDITIONS OF USE OF AFTER-SALES SERVICES  

1.    These general terms and conditions of use of after-sales services (hereinafter the “General Terms and Conditions”) govern the after-sales services (hereinafter “After-Sales Services” or “Services”) provided by CDC Abu Dhabi LLC Couture which operates the store in which the Customer’s request for assistance is made (hereinafter “Dior”). 

2.    Upon delivery of the product to Dior by the Customer (or any person authorised by the Customer, in writing, to do so in the Customer’s name and on the Customer’s behalf), Dior, in conjunction with the Customer, shall photograph and analyse the product, identifying all visible signs (including but not limited to tears, pre-existing damage, soiling, etc.). All visible signs are duly noted on the form signed electronically by the Customer upon delivery of the product to Dior (hereinafter the “CARE Form”) and documented by taking photographs, which are viewed by the Customer and reproduced on the CARE Form. The After-Sales Services requested by the Customer are also described in the CARE Form, which will be provided to the Customer through an agreed communication channel (such as but not limited to email, SMS, WhatsApp) or, upon the Customer’s request, in paper format. Prior to performance of any Services, the Customer must provide written confirmation of approval by return (e.g. using wording such as but not limited to “approved”, “agreed” or “agreed to quotation no. [quotation number.]). Any written confirmation clearly indicating approval shall be deemed sufficient. 

3.    The product is deemed to be delivered to Dior without any loose or attached items. In this respect, Dior is not responsible for (i) any objects attached to the product or loose (e.g., those left in pockets) that were not detected during the aforementioned analysis of the product nor for (ii) any damage resulting from or caused by such objects. 

4.    The product is sent to the workshop or to its place of manufacture to be examined in detail by Dior’s craftsmen and experts. They will determine whether the defect or problem that led the Customer to request After-Sales Services is covered by the warranty, the feasibility of repair where this option has been chosen by the Customer, the estimated timeframe to carry out the repair and, where the defect or problem is not covered by the warranty, the estimated cost to carry out the Services. Where this information differs from that stated in the CARE Form, the Customer will be informed as soon as possible. If the Customer ultimately incurs costs in excess of those initially estimated, a quotation will be provided. The same process of approval from the Customer, as described under Article 2 above, shall be followed, before any Services can be performed. If the Customer refuses the new conditions, the Dior store that made the request will notify the Customer once the product is ready for collection. 

5.    The Customer understands and accepts that even when the product and Services were initially indicated as covered by the warranty, the craftsmen and experts may, based on their assessment (e.g., improper use, deterioration), conclude that the warranty is void. In such cases, the Customer will be notified in writing and the process under Article 4 shall apply. If the warranty is confirmed but the product cannot be restored, the Customer will be offered a refund (full or partial) or replacement in writing. The Customer is advised to consult Dior’s general terms and conditions of sale available in stores, as well as Article 10 of UAE Federal Law No. 15 of 2020 on Consumer Protection and Articles 543 to 555 of the UAE Civil Code concerning hidden defects. 

6.    Dior will make all reasonable efforts to ensure that all After-Sales Services are performed to the highest professional standards. The Customer acknowledges and accepts that the product will be restored by Dior in accordance with the Customer’s request, subject to the feasibility of the repairs. The Customer further understands that Dior cannot return the product to a brand-new condition, and that the purpose of the Services is to restore its functionality and appearance to the greatest extent possible. 

7.    If Dior completes After-Sales Services or determines that the product is not repairable, Dior will notify the Customer (first by phone, then by email) that the product is ready for collection from the same store where the request was made. The Customer must collect the product within 3 months from such notification. If uncollected after this period, Dior will send a second written notice. If the product remains uncollected 15 months after the date of the second notice, Dior may dispose of the product in any manner (including destruction or recycling). The Customer acknowledges that such delay results in costs to Dior and accepts that uncollected products may be disposed of without compensation. 

8.    The product may be collected by the Customer upon presentation of a copy of the CARE Form and/or the final quotation, and valid identification. Alternatively, a proxy (hereinafter the “Designated Person”) may collect the product upon presentation of the completed proxy form (sent at the time of service request), copies of the CARE Form and/or quotation signed by the Customer, a copy of the Customer’s ID, and the Designated Person’s ID. 

9.    Where the warranty has been declared void, all unpaid charges must be settled in full on the day of collection. Otherwise, the product will not be released. The Customer is not entitled to any refund or exchange unless the After-Sales Service has been demonstrably rendered incorrectly (e.g., incomplete or faulty repair, unauthorised replacement). 

10.   Dior takes the protection of its intellectual property seriously and does not repair products that violate applicable laws, including counterfeit or stolen goods. By accepting these terms, the Customer authorises Dior, where applicable, to retain infringing products for destruction or recycling and/or for investigation, including legal proceedings. Dior may also disclose the Customer’s data to competent authorities if legally required. Purchasing Dior products from authorised outlets ensures authenticity and compliance. 

11.   These General Terms and Conditions are governed by the laws of the United Arab Emirates. In case of a dispute, the Customer may first seek an amicable solution. Mediation is available as an alternative but is not a prerequisite to initiating legal proceedings. Failing amicable resolution, disputes will be submitted to the competent UAE courts pursuant to the UAE Civil Procedure Code. 

SUMMARY PRIVACY POLICY

UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data 

Dior, which manages the store where the after-sales service request was submitted, acts as the data controller and will process the Customer’s personal data (e.g. full name, phone number, address, email, ID copy) strictly for purposes of processing, handling and following up on the Customer’s after-sales service request. 

The data will be retained only as long as necessary to process the request and handle any related complaints, in accordance with Dior’s privacy policy available in-store and on www.dior.com, after which the data will be deleted or anonymised. 

The Customer may exercise their data protection rights, including access, correction, deletion, consent modification, or data portability, at any time by emailing: [email protected]. The Customer may also object to the processing of their personal data, particularly for direct marketing or profiling, where consent has been given. The Customer has the right to lodge a complaint with the UAE Data Office or the competent supervisory authority. 

For further details, please refer to Dior’s full privacy policy available in-store or online at www.dior.com under the Privacy Policies section. 

الشروط والأحكام العامة للاستفادة من خدمات ما بعد البيع

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تحكم هذه الشروط والأحكام العامة للاستفادة من خدمات ما بعد البيع (ويُشار إليها فيما بعد باسم "الشروط والأحكام العامة") خدمات ما بعد البيع (ويُشار إليها فيما يلي باسم "خدمات ما بعد البيع" أو "الخدمات") التي تقدمها شركة كريستيان ديور كوتور أبوظبي ذ.م.م التي تتولى إدارة المتجر الذي يطلب فيه العميل المساعدة (ويُشار إليها فيما يلي باسم "ديور").  

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عندما يسلم العميل (أو أي شخص يفوضه العميل، كتابةً، بالقيام بذلك باسم العميل ونيابة عنه)، المنتج إلى ديور، تلتزم ديور، بالاشتراك مع العميل، بالتقاط صور للمنتج وفحصه، وتحديد جميع العلامات المرئية (بما في ذلك على سبيل المثال لا الحصر، ما ينتج عن الاستهلاك، والتلفيات الموجودة مسبقًا، والاتساخات، وما إلى ذلك). يدون العميل جميع العلامات المرئية على النحو الواجب في النموذج الموقع إلكترونيًا عند تسليم المنتج إلى ديور (ويُشار إليه فيما يلي باسم "نموذج خدمات ما بعد البيع") ويوثقها بالتقاط الصور للعلامات المرئية التي شاهدها العميل ودونها في نموذج خدمات ما بعد البيع. تكون خدمات ما بعد البيع المطلوبة من العميل موضحة أيضًا ضمن نموذج خدمات ما بعد البيع، الذي يُسلم إليه عبر وسيلة اتصال مُعتمدة (مثل: البريد الإلكتروني أو الرسائل النصية القصيرة أو تطبيق واتساب)، أو في شكل ورقي بناءً على طلب العميل. ويُشترط قبل تنفيذ أي خدمات أن يقدم العميل موافقة كتابية على الطلب بالرد (مثل: "اتفقنا" أو "موافق" أو "أوافق على عرض السعر رقم [رقم عرض السعر]"). ويُعد أي تأكيد كتابي واضح بالموافقة كافيًا لهذا الغرض. 

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يُعتبر المنتج قد سُلم إلى ديور بدون أي عناصر منفصلة أو ملتصقة. في هذا الصدد، لا تتحمل ديور مسؤولية (1) أي أشياء ملتصقة بالمنتج أو منفصلة عنه (على سبيل المثال، تلك المتروكة في الجيوب) التي لم تُكتشف أثناء الفحص المذكور أعلاه للمنتج ولا مسؤولية (2) أي تلف ناتج عن الأشياء المذكورة أعلاه أو بسببها. 

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 يُرسل المنتج إلى ورشة العمل أو إلى مكان تصنيعه حتى يخضع للفحص بالتفصيل من جانب الحرفيين والخبراء لدى ديور، الذين يحددون ما إذا كان العيب أو المشكلة التي دفعت العميل إلى طلب خدمات ما بعد البيع مشمولة بالضمان، أو جدوى الإصلاح في حالة اختيار العميل لهذا الخيار، والإطار الزمني المقدر لتنفيذ الإصلاح، والتكلفة المقدرة لتنفيذ الخدمات في حالة عدم تغطية الضمان للعيب أو المشكلة. عندما تختلف هذه المعلومات عن المعلومات المقدمة في النموذج أعلاه، يُبلغ العميل في أقرب وقت ممكن وإذا تكبد العميل في النهاية تكاليف أو مصروفات تزيد عن تلك المقدرة مسبقًا في النموذج أعلاه، يُزود العميل بـعرض أسعار. وفي هذه الحالة، يجب الحصول على موافقة العميل باتباع نفس الإجراء الموضح في البند (2) أعلاه، وذلك قبل تنفيذ الخدمات. وإذا رفض العميل الشروط الجديدة، يتصل المتجر التابع لديور بالعميل بمجرد أن يكون المنتج جاهزًا للتسليم. 

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يتفهم العميل ويقبل أنه حتى في حالة تقرر مسبقًا بأن المنتج والخدمات مشمولة بالضمان في النموذج أعلاه، فقد يكتشف الحرفيون والخبراء، بناءً على تقييمهم (مثل سوء الاستخدام والحالة المتدهورة)، أن الضمان لاغٍ. في هذه الحالات، يُبلغ العميل كتابيًا ويُطبق الإجراء كما هو موضح في البند 4 أعلاه. في حال كان المنتج مشمول بالضمان ولكن لا يمكن إصلاحه، يتلقى العميل عرضًا كتابيًا باسترداد كامل قيمة المنتج أو جزء منها أو استبدال المنتج. ويُطلب من العميل الاطلاع على شروط وأحكام البيع العامة الخاصة بديور المتاحة في المتاجر وكذلك المادة 10 من قانون حماية المستهلك الإماراتي المتعلقة بالضمان القانوني للمطابقة والمواد من 543 إلى 555 من القانون المدني الإماراتي المتعلقة بالضمان ضد العيوب الخفية.   

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تبذل ديور كل الجهود المعقولة لضمان تنفيذ جميع خدمات ما بعد البيع وفقًا لأعلى المعايير المهنية الممكنة. يُقرّ العميل ويوافق على ان ديور ستقوم بترميم المنتج وفقًا لطلبه ورهنًا بإمكانية اجراء الإصلاحات. كما يُدرك العميل أن ديور لا يُمكنها إعادة المنتج إلى حالته الجديدة، وأن الغرض من الخدمات هو استعادة وظائف المنتج ومظهره إلى أقصى حدّ ممكن. 

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في حالة قيام ديور بأداء خدمات ما بعد البيع وقررت أن المنتج غير قابل للإصلاح، تتصل ديور بالعميل (أولاً عبر الهاتف ثم، في حالة عدم رد العميل، عن طريق البريد الإلكتروني) لإبلاغ العميل بأن المنتج جاهز للاستلام في نفس المتجر الذي قُدم فيه طلب خدمات ما بعد البيع. يجب على العميل استلام المنتج في غضون 3 أشهر من هذا الإخطار. في حالة عدم استلام المنتج في غضون 3 أشهر من أول إخطار كتابي من ديور، ترسل ديور إخطارًا كتابيًا ثانيًا لإبلاغ العميل أنه في حالة عدم استلام المنتج بحلول نهاية مدة تبلغ 15 شهرًا من توجيه الإخطار الثاني، يجوز لديور حينها التخلص من المنتج بأي طريقة كانت (بما في ذلك إهلاكه وإعادة تدويره حيثما أمكن). يقر العميل ويقبل بأن أي تأخير في استلام المنتج بعد انتهاء فترة الاستلام الثانية يتسبب في إلحاق الضرر بديور بسبب التكاليف المتكبدة في الاحتفاظ بالمنتج، وأنه يجوز لديور التخلص من المنتج الذي لم يُستلم خلال الفترة الزمنية المخصصة، بدون أن يتمكن العميل من المطالبة بأي تعويض على الإطلاق من ديور.  

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يمكن للعميل استلام المنتج من خلال نسخة من نموذج خدمات ما بعد البيع و/أو عرض السعر النهائي، إن أمكن، مرفقًا به وثيقة إثبات هويته. أو بدلاً من ذلك، يجوز لوكيل (ويُشار إليه فيما يلي باسم "الشخص المفوض") استلام المنتج من خلال تقديم نموذج التوكيل المُعبأ (المُرسَل وقت طلب الخدمة)، ونسخة من نموذج خدمات ما بعد البيع و/أو عرض السعر الموقع من العميل، ونسخة من هوية العميل، ووثيقة إثبات هوية الشخص المفوض. 

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في جميع الحالات التي تم الإعلان فيها عن بطلان الضمان، يجب دفع جميع المبالغ المستحقة التي لم تُسدد بالكامل في يوم استلام المنتج، وإلا لن يسلم المنتج إلى العميل. لا يحق للعميل استرداد أي مبلغ و/أو استبدال المنتج في خدمة ما بعد البيع ما لم يتمكن من إثبات أن الخدمة قد قُدمت بشكل غير صحيح (عدم تنفيذ عملية الإصلاح أو نُفذت بشكل خاطئ أو اُستبدل المنتج بدون موافقة العميل). 

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تولي ديور أهمية كبيرة لحماية حقوق الملكية الفكرية ولا تُنفذ ديور عملية إصلاح المنتجات التي تخالف أي قانون أو لائحة، لا سيما عندما تُحدد على أنها مسروقة أو مقلدة. علاوة على ذلك، من خلال التوقيع على هذه الشروط والأحكام العامة، يصرح العميل لديور، إذا بررت الظروف ذلك، الاحتفاظ بالمنتجات المخالفة بهدف إهلاكها أو إعادة تدويرها و/أو لأغراض إجراء التحقيقات، بما في ذلك الإجراءات القانونية. ويجوز لديور تزويد السلطات المختصة بالبيانات الشخصية للعميل إذا كانت ديور ملزمة بذلك بموجب القانون. يعد شراء منتجات ديور من متاجرها أو موزعيها المعتمدين أفضل طريقة لضمان أصالة وجودة منتج ديور. 

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تخضع هذه الشروط والأحكام العامة لقانون دولة الإمارات العربية المتحدة. وفي حالة نشوء أي نزاع، يجوز للعميل السعي أولاً للوصول إلى حل ودي ويعتبر اللجوء إلى الوساطة آلية بديلة لتسوية النزاعات، وهي ليست شرطًا مسبقًا لاتخاذ الإجراءات القانونية. وفي حالة عدم إمكانية وجود حل ودي أو اللجوء إلى الوساطة، تُقدم جميع النزاعات فيما يتعلق بهذه الشروط والأحكام العامة إلى المحكمة المختصة في دولة الإمارات العربية المتحدة تطبيقًا للقواعد المنصوص عليها في قانون الإجراءات المدنية الإماراتي.  

ملخص سياسة الخصوصية

مرسوم بقانون اتحادي رقم (45) لسنة 2021 بشأن حماية البيانات الشخصية في دولة الإمارات العربية المتحدة  

تعمل شركة ديور، التي تدير المتجر الذي تم فيه تقديم طلب خدمة ما بعد البيع، بصفتها الجهة المتحكمة في البيانات، على معالجة بيانات العميل (مثل: اللقب، والاسم الأول، ورقم الهاتف والعنوان الشخصي، وعنوان البريد الإلكتروني، ونسخة من وثيقة إثبات الهوية) وذلك لغرض معالجة طلب خدمة ما بعد البيع الخاص بالعميل ومتابعته. 

يُحتفظ بالبيانات الشخصية للعميل للفترة اللازمة تمامًا للمعالجة الصحيحة لطلب العميل وأي شكاوى ذات صلة وكذلك وفقًا لسياسة الخصوصية المتاحة في المتاجر وعلى الموقع الإلكتروني www.dior.com، وبعد ذلك سيتم حذف البيانات الشخصية أو عدم كشف هوية صاحبها. 

يرجى العلم أنه من خلال إرسال بريد إلكتروني إلى [email protected]، يمكن للعميل دائمًا الوصول إلى بياناته الشخصية وتحديثها وحذفها وإلغاء أو تغيير موافقته وتلقي أو طلب نقل بياناته إلى وحدة تحكم أخرى. وبالإضافة إلى ذلك، يجوز للعميل أن يعترض في أي وقت على معالجة بياناته الشخصية، وخاصة لأغراض التسويق أو لتحليل تفضيلاته بشكل مباشر عندما يكون العميل قد أعطى موافقة محددة. كما يكون للعميل الحق في تقديم شكوى إلى السلطة المختصة بحماية البيانات أو إلى السلطة الإشرافية في دولة الإمارات العربية المتحدة. 

في حالة حاجة العميل إلى مزيد من المعلومات، يُرجى قراءة النص الكامل لسياسة الخصوصية المتاحة في المتاجر على الموقع الإلكتروني www.dior.com في قسم سياسات الخصوصية. 

-  Withdrawal form

- Form for in-store pickup by another individual

- Ethical Charter & Sustainable Supply Chain Policy for Jewelry

The Equality Act 2010 (Gender Pay Gap Information) Regulations 2017 require the company to publish our gender pay gap taking the snapshot date of the 5th April 2023.

Christian Dior is committed to equal opportunities and the promotion of diversity and equality in the workplace. We have a strong policy on the management of equal opportunities.  Diversity and openness to others are fundamental values for us, ensuring fairness for all our employees in terms of jobs and development, by guaranteeing equal opportunities based on objective criteria. We are convinced that diversity, in all its forms, is a source of wealth and creativity for our teams.

The reports show the ‘Median’ and ‘Mean’ pay gap for the total population. In 2023, 2.4% of our population were employed at Senior Executive level which distorts the UK Mean value.

In addition, one of the Senior Executive responsibilities are not comparable to the rest of the positions within our network. Due to this, the salary and bonus of this position is not a true reflection of the gender pay gap and we have produced figures including and excluding this position.

Our higher female population is consistent within the luxury retail market and remains an objective to have a split of 40/60 male versus female with an even divide of Senior Executives for the future.

Our results show the ‘Median’ & ‘Mean’ pay gap as at the snapshot date of the 5th April 2023. Both our mean and median has decreased showing a greater parity between our gender pay.

      -  Mean of 11.27% in 2022 vs 5.46% in 2023

      -  Median of 1.97% in 2022 vs 1.4% in 2023

In the lower quartile, the split of male versus female has improved by 23 points, a mix of 28% male & 72% female. It is noted that within this level it includes internships receiving entry level rate of pay, of which 83% are female distorting the lower quartile results.

The mean and median gender pay gap by pay quartile remains at a minimal difference with the exception of lower and upper quartiles. The lower middle and upper middle quartile show there is parity in gender pay and represents 50% of the total population.

The upper quartile mean has reduced by 60% and the median has remained stable. With the senior executive noted previously removed we reach a stronger gender pay comparative.

Bonus is a contractual benefit for management and head office positions, those in receipt of a bonus are 39% of the population for both genders.  Our female demographic is 64% and this is reflected within the median & mean, the bonus allocated is equal for both genders within their employed positions.

Our 2023 strategy remains to give every employee the means to develop and flourish in their profession, we believe in the importance of transmission of expertise and knowledge to preserve the wealth of our employee career path. Our focus will also continue to have a balanced gender work force within all quartiles.

 As UK Human Resources Director of Christian Dior UK Limited, I, Samantha Brunton can confirm that the data and information presented in this report are accurate and meet the requirements of the Equality Act 2010 (Gender Pay Gap Information) Regulation 2017.

 Duly signed by Samantha Brunton, UK Human Resources Director, 2^nd April 2024