Last updated: 16/5/2022
Welcome to www.dior.com/en_lu. This section of our Website sets out our general terms and conditions of sale (“Terms”) including our full delivery and returns process.
These Terms apply to all sales of products made to you, the customer, via www.dior.com/en_lu (“the Website”). Please read these Terms carefully before submitting your order to us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
By placing an order with us, you confirm that you agree to these Terms. If you do not agree to the Terms, please do not place any orders through the Website.
We reserve the right to make changes to these Terms at any time and the new version of the Terms will apply to any offer or order placed on the Website after the new version has been posted. We therefore advise you to make sure you are happy with the Terms each time you place an order. The Terms are printable. Furthermore, a pdf version of the effective Terms will be attached to our order confirmation email.
1. Information about us and how to contact us
We are Parfums Christian Dior, société anonyme, with a capital of Euro 2 620 860, registered at the companies register of Paris (FRANCE) under the number 552 065 187, with our registered office is at 33 avenue Hoche, 75008 Paris, FRANCE, (hereinafter referred to as “PCD”).
For your information, PCD commits to comply with the principles set out in the LVMH Code of Conduct accessible and downloadable here. This Code of conduct provide an ethical framework for all its actions.
You can contact us through our Customer Service which is available to you as follows:
Opening hours: 10am – 6pm Monday to Friday excluding Bank Holidays in France.
Phone number & associated costs if any: +352 27 30 01 61
Email address: firstname.lastname@example.org
You also can find information via the link to our “FAQ” document.
Our Customer Care Team can also contact you if you complete the “contact us” questionnaire available here.
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order or in the “contact us” questionnaire.
2. Our products
The products offered for sale are the ones displayed on the Website. The images of the products on our Website are for illustrative purposes only and although every effort is made to display colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your products may vary slightly from those images.
3. Our contract with you
To place an order on the Website, you have to be an individual, a non-trade customer, aged of at least 18 and with full legal capacity.
In order to place an order, you have to:
- be logged to your existing customer account if you have one,
- or create a customer account if you do not have one,
- or complete the compulsory information requested when ordering.
If you wish to place an order, you have to select the products and the quantity of products that you wish to order and add them in your basket by clicking on the button “SHOP”. Please note that you can consult the summary of your order at anytime by clicking on the icon of your basket and/or during the check out process. After having filled your basket, you are invited to click on the button "PROCEED TO CHECK OUT"" and provide your e-mail address, the billing address, the desired delivery address and the information relating to the chosen method of delivery, the amount of any delivery charges being specified at this stage.
Before clicking on the ""PAY AND ORDER"" button, you have the possibility to :
- check the details of your order and its total price,
- correct any errors made in entering the data or modify the order by returning to the previous steps or by browsing the Website.
To definitively validate and finalize your order, you must:
- read these Terms and expressly accepted these Terms by clicking on the button “PAY AND ORDER” before making payment for your order,
- click on the button ""PAY AND ORDER"" to proceed to the secure payment of your order. Upon authorization of the debit of your bank account by the bank, your order is transmitted to PCD.
Our acceptance of your order will take place only when we send you an order confirmation email at the email address provided by you and you accept by placing an order the use of email to receive our confirmation of your order. At this point, a contract for the sale and purchase of the ordered products will come into existence between you and us. The confirmation email will show all details of products purchased, delivery addresses, billing address, delivery option, delivery costs, your unique reference number, the total sum deducted from your credit or debit card account, packaging options and will contain a pdf version of the effective Terms. We recommend that you keep this email for your records.
Please note that the contract is set out in the language of the order (i.e. English).
It will be archived for a period not exceeding the period required to fulfil the purposes for which it was archived.
If you have any questions about an order, please contact our Customer Service using the contact details in article 1. It will help us if you can tell us the order number whenever you contact us about your order.
If we are unable to accept your order we will inform you of this by email and will not charge you for the products. This might be because:
- the product is out of stock,
- payment agencies including the payment service provider used by PCD to detect credit card frauds refused the authorization of payment per credit/debit card,
- we have identified an error in the price or description of the product,
- you have exceeded our Maximum Purchase Policy set out below,
- we need to deal with technical problems with the product or make minor technical changes
- we need to update the product to reflect changes in relevant laws and regulatory requirements.
Please note that we are unable to process orders to a P.O Box address.
3.2. Price and Payment
The price of the products (which includes VAT) is displayed throughout your online journey, either visible in the basket on the top banner of the website or on the checkout pages when you place an order. If there is a change in the rate of VAT between your order date and the date we supply the products, we will adjust the rate of VAT that you pay, unless you have already paid for the products in full before the change took effect.
We take all reasonable care to ensure that the price of the products advised to you is correct but in the unlikely event that the products are incorrectly priced, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
Products shall be paid in EUR.
You can pay for products using the following payment options:
CREDIT / DEBIT CARDS ACCEPTED:
WE'RE SORRY, WE DO NOT ACCEPT ANY OTHER TYPES OF PAYMENT.
We are sorry, but at this time, we do not offer gift certificates or gift cards.
We will charge your credit or debit card at the time of dispatch of the order.
Please be informed that you shall bear all compulsory taxes, fees, bank charges if any.
Secure payment is made through a service provider: PSP Cybersource which complies with security standards.
For your security and to avoid any fraudulent transactions, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
3.3. Maximum Purchase Policy
Products are sold on a retail basis to individuals for personal use only. As a result, we limit any orders to no more than five (5) units of any item per order.
3.4. Order Cancellations
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
- products(s) not available;
- Difficulty in processing payment information;
- Refusal of authorization of payment per credit card by payment agencies including the payment service provider used by PCD to detect credit card frauds;
- Cannot deliver to address provided;
- Duplicate order was placed.
If your order is cancelled by us, you will receive an email from us. Your original payment method will be refunded for the appropriate amount.
If you wish to change or cancel your order prior to dispatch please call our Customer Care Team (see contact details in article 1)with your order number, to discuss what practical options are available to you. Please note as we generally process orders very quickly and dispatch orders within 1-2 days therefore it may not be possible to prevent your order from being dispatched. In this instance, please return your order once received in accordance with our Returns Policy which is set out below and in our Customer Care and FAQs document.
4.1. Standard Delivery
Delivery costs will be indicated to you before your validation of the order.
Delivery time and costs depend on the delivery method you chosen when ordering.
We offer complimentary delivery if the total amount of your order is equal or superior to 50 EUR to the address specified by you in your order by PCD. Your order is usually delivered within 3 – 5 working days from the date your order is accepted by us. Working days are Monday through Friday excluding French and Belgian bank holidays.
Please allow two additional days for deliveries to rural areas.
We will do our best to deliver the products within the time period indicated to you by PCD and at the latest within thirty (30) days as from the acceptance of the order. In case of absence of delivery in the delay indicated, you shall contact in the best delay the Customer Care Service at the number and/or email address indicated at article 1. In this event, the Customer Care Service will propose a new delivery date or the cancellation of the order and its refund.
If our supply of the products is delayed by an event outside our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay (i.e. more than thirty (30) days as from the acceptance of the order), you may contact us to end the contract and receive a refund for any products you have paid for but not received.
All orders require a signature upon delivery. If you are not there to receive your order, the carrier will leave contact information, a delivery card for you or will contact you to make alternative arrangements.
If, after a failed delivery to you, you and the carrier do not re-arrange delivery/collection within a reasonable delay, then, either the carrier or PCD will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and you may be liable to pay us compensation.
We are sorry we only deliver online orders to Luxembourg addresses.
4.2. Delivery Addresses
Unless you tell us otherwise during the ordering process, we will deliver your purchased products to the delivery address you have provided in your account information.
We will take all reasonable care to deliver to the address given. However, we will not be liable for non-delivery or mis-delivery as a result of incorrect data entry by you.
4.3 Ownership and Responsibility
Upon delivery you must check the conformity of the order with the carrier and issue all necessary reservations if any (apparent defects, damaged parcel, parcel open, etc.) on the delivery note as detailed as possible and refuse the parcel. In that case, you must also contact our Customer Service in the best delay and we will launch the appropriate inquiry.
You will be responsible for the products once they have been delivered to the address you have provided.
You own the products once we have received payment in full.
5. Your rights to end the contract
You may be entitled to end your contract with us and return the products, but your right to end the contract will depend on the products you have purchased, whether you have simply changed your mind, whether there is anything wrong with the products we have supplied, how we are performing and when you decide to end the contract.
If you want to end the contract because of something we have done or have told you we are going to do, see article 5.1.
If you want to exercise your right of withdrawal, see article 5.2. You may be able to get a refund if you are within the “cooling-off period” in the conditions indicated in article 5.2.
If what you have bought is faulty or misdescribed you may have a legal right to get the product repaired, replaced or to get some or all of your money back, see article 5.3.
5.1 Ending the contract because of something we have done or are going to do
If you are ending a contract for a reason set out below, the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
- we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed
- there is a risk that supply of the products may be significantly delayed (i.e. more than thirty (30) days as from the acceptance of the order),
- we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, or
- you have a legal right to end the contract because of something we have done wrong.
5.2 Your right of withdrawal
Whilst we hope that you are delighted with your order, if for any reason you are not entirely satisfied or you otherwise change your mind, as a consumer, you have a legal right of withdrawal and to receive a refund within thirty (30) days after the day the products were delivered to you or, where the products have been supplied in instalments, thirty (30) days after the day on which the last instalment was supplied. Please note you must let us know of your intention to exercise your right of withdrawal before the end of this thirty days’ period using the model of “Return form” provided by us in the parcel or any other unambiguous written statement expressing your decision to exercise your right of withdrawal, and return the products and all complimentary items (e.g. gift(s) with purchase, sample(s)) to us to receive a refund.
Due to hygiene reasons and health protection, you do not have a right of withdrawal in respect of products where any seal or similar protection on those products has been broken or tampered with. This does not apply if you are making a return because the products are faulty or damaged (see art. 5.3 below).
Also, you cannot exercise your right of withdrawal when purchasing products:
- whose price is dependent on fluctuating financial market rates that we cannot control,
- specifically manufactured to your specifications or personalised (e.g. engraving products),
- which, after having been delivered and by their nature, are inseparably mixed with other items.
5.3 If there is a problem with the product
Please notify us immediately after delivery of any damage or incorrectly supplied products or if the products listed on the dispatch note do not match those contained in your delivery by contacting our Customer Service (see contact details at article 1) with your order details. To ensure prompt resolution, please provide the order number and the box, packing materials, all complimentary items (e.g. gift(s) with purchase, sample(s)) and the damaged items for inspection by the carrier.
Furthermore, all the products supplied by us benefit from the legal guarantee of conformity and from the legal warranty against hidden defects.
Legal guarantee of conformity
Articles L217-3 to L217-20 of the French consumer Code regulate the legal guarantee of conformity. We also inform you of the existence of statutory warranty of conformity of goods within your country of residence. Please find here below for your information the translation of some of the articles of the French consumer Code:
Article L217-3 of the French consumer Code: “The seller shall deliver goods that conform to the contract and to the criteria set forth in Article L. 217-5.
He is responsible for the defects of conformity existing at the time of the delivery of the good within the meaning of article L. 216-1, which appear within two years as from this one. (…)
The seller shall also be liable, during the same time period, for any lack of conformity resulting from the packaging, the assembly instructions or the installation when the latter was made his responsibility by the contract or was carried out under his responsibility, or when the incorrect installation, carried out by the consumer as provided for in the contract, is due to shortcomings or errors in the installation instructions provided by the seller.
This warranty period applies without prejudice to articles 2224 and following of the French Civil Code. The starting point of the limitation period for the consumer's action is the day on which the consumer becomes aware of the lack of conformity.”
Article L217-4 of the French consumer Code: “The goods conform to the contract if they meet the following criteria, where applicable
1° It corresponds to the description, type, quantity and quality, in particular as regards functionality, compatibility, interoperability, or any other characteristic provided for in the contract ;
2° It is fit for any special purpose sought by the consumer, made known to the seller at the latest at the time of the conclusion of the contract and accepted by the latter;
3° It is delivered with all the accessories and installation instructions to be provided in accordance with the contract;
4° It is updated in accordance with the contract.
Article L217-5 of the French consumer Code:
“I. In addition to the criteria of conformity to the contract, the good is conforming if it meets the following criteria:
1° It is fit for the use normally expected of goods of the same type, taking into account, where applicable, any provisions of European Union law and national law as well as all technical standards or, in the absence of such technical standards, specific codes of conduct applicable to the sector concerned ;
2° Where applicable, it has the qualities that the seller has presented to the consumer in the form of a sample or model, before the conclusion of the contract;
3° Where applicable, the digital elements it contains are provided in the most recent version available at the time the contract is concluded, unless the parties agree otherwise;
4° Where applicable, it is delivered with all the accessories, including packaging, and installation instructions that the consumer can legitimately expect;
5° Where applicable, it is supplied with the updates that the consumer may legitimately expect, in accordance with the provisions of Article L. 217-19;
6° it corresponds to the quantity, quality and other characteristics, including durability, functionality, compatibility and safety, that the consumer can legitimately expect for goods of the same type, taking into account the nature of the goods as well as public statements made by the seller, by any person upstream in the chain of transactions, or by a person acting on their behalf, including in advertising or on the label.
II. However, the seller is not bound by any of the public statements mentioned in the preceding paragraph if he demonstrates:
1° that he did not know them and was not legitimately able to know them ;
2° that, at the time the contract was entered into, the public statements had been corrected in a manner comparable to the original statements; or
3° that the public statements could not have influenced the decision to purchase.
III. The consumer may not contest the conformity by invoking a defect concerning one or more particular characteristics of the goods, which he was specifically informed deviated from the criteria of conformity set out in this article, deviation to which he expressly and separately consented at the time of the conclusion of the contract.”
Article L217-7 of the French consumer Code: “Defects of conformity that appear within twenty-four months of delivery of the goods, including goods with digital elements, are, unless proven otherwise, presumed to have existed at the time of delivery, unless this presumption is incompatible with the nature of the goods or the defect claimed.(…)”
Article L217-8 of the French consumer Code: “In the event of a lack of conformity, the consumer has the right to have the goods repaired or replaced or, failing that, to have the price reduced or the contract rescinded, in accordance with the conditions set out in this sub-section. (…) The provisions of this chapter are without prejudice to the award of damages.”
Article L217-9 of the French consumer Code: “The consumer is entitled to demand that the goods comply with the criteria set out in sub-section 1 of this section. The consumer shall request the seller to bring the goods into conformity, choosing between repair and replacement. To this end, the consumer shall make the goods available to the seller.”
Article L217-10 of the French consumer Code: “The goods shall be brought into conformity within a reasonable time, which may not exceed thirty days following the consumer's request and without major inconvenience to the consumer, taking into account the nature of the goods and the use intended by the consumer. The repair or replacement of the non-conforming good includes, if necessary, the removal and return of the good and the installation of the repaired or replacement good by the seller. A decree specifies the terms and conditions for bringing the goods into conformity.”
Article L217-11 of the French consumer Code: “The goods are brought into conformity at no cost to the consumer. The consumer is not required to pay for the normal use he made of the replaced good during the period prior to its replacement.”
Article L217-12 of the French consumer Code: “The seller may not proceed according to the choice made by the consumer if the requested compliance is impossible or entails disproportionate costs with regard to, in particular:
1° The value that the goods would have if there was no lack of conformity;
2° the significance of the lack of conformity; and
3° the possibility of choosing the other option without major inconvenience to the consumer.
The seller may refuse to bring the goods into conformity if this is impossible or would entail disproportionate costs, particularly with regard to 1° and 2°.
When these conditions are not respected, the consumer can, after formal notice, pursue the forced execution in kind of the solution initially requested, in accordance with articles 1221 and following of the civil code.
Any refusal by the seller to proceed according to the consumer's choice or to bring the goods into conformity shall be motivated in writing or on a durable medium.”
Article L217-13 of the French consumer Code: “Any good repaired under the legal guarantee of conformity benefits from a six-month extension of this guarantee. If the consumer chooses to have the goods repaired but the seller does not do so, the replacement of the goods to bring them into conformity will give rise to a new period of legal warranty of conformity for the replaced goods. This provision applies from the day the replacement goods are delivered to the consumer.”
Article L217-14 of the French consumer Code: “The consumer is entitled to a reduction in the price of the goods or to rescission of the contract in the following cases:
1° Where the seller refuses to bring the goods into conformity ;
2° If the goods are brought into conformity after a period of thirty days following the consumer's request or if it causes him a major inconvenience;
3° If the consumer definitively bears the cost of taking back or removing the non-conforming goods, or if he bears the installation of the repaired or replacement goods or the related costs;
4° If the non-conformity of the goods persists despite the seller's attempt to bring them into conformity, which has not been successful.
The consumer is also entitled to a reduction in the price of the goods or to rescission of the contract when the lack of conformity is so serious that it justifies the reduction in price or the rescission of the contract being immediate. The consumer is then not obliged to ask for the repair or replacement of the goods beforehand.
The consumer shall not be entitled to rescind the sale if the lack of conformity is minor, which the seller shall have the burden of proof. This paragraph shall not apply to contracts in which the consumer does not pay a price.”
Article L217-15 of the French consumer Code: “In the cases provided for in Article L. 217-14 of the French consumer Code, the consumer shall inform the seller of his decision to obtain a reduction in the price of the goods. The reduction in price is proportional to the difference between the value of the goods delivered and the value of the goods in the absence of the lack of conformity.”
Article L217-16 of the French consumer Code: “In the cases provided for in Article L. 217-14 of the French consumer Code, the consumer shall inform the seller of his decision to cancel the contract. He returns the goods to the seller at the latter's expense. The seller shall reimburse the consumer the price paid and return any other benefit received under the contract.”
Article L217-17 of the French consumer Code: “The reimbursement to the consumer of the sums owed by the seller under this sub-section shall be made upon receipt of the goods or of the proof of their return by the consumer and at the latest within the following fourteen days. The seller shall reimburse these sums using the same means of payment as the one used by the consumer to conclude the contract, unless the latter expressly agrees and in any case without additional costs.”
Legal warranty against hidden defects
Articles 1641 to 1649 of the French civil Code regulate the legal warranty against hidden defects.
Please find here below for your information the translation of some of these articles:
Article 1641 of the French civil Code: “The seller is bound by the warranty for hidden defects of the good sold which render it unfit for the purpose for which it was intended, or which so diminish this use that the buyer would not have acquired it, or would have given only a lesser price, if he had known about them.”
Article 1644 of the French civil Code: “In the case of articles 1641 and 1643 of the French civil Code, the buyer has the choice of returning the thing and having the price returned to him, or keeping the thing and having part of the price returned to him.”
Article 1646 of the French civil Code: “If the seller was unaware of the defects of the thing, he shall be bound only to refund the price, and to reimburse the purchaser for the expenses incurred by the sale.”
Article 1648 of the French civil Code: “The action resulting from hidden defects must be brought by the buyer within two years from the discovery of the defect. (…)”
If you wish to exercise your legal rights in the event of a non-conformity or hidden defect of the products under the relevant statutory warranties, please contact our Customer Service (see contact details at article 1) which will guide you regarding how to return products, and/or request a repair or a replacement or a refund of the product concerned.
6. How to make a return
If you are entitled to return products under article 5, you are entitled to return the products concerned and the associated complementary items associated if any (e.g. gift(s) with purchase, sample(s)) , free of charge, with the prepaid shipping label included in the parcel received. You must affix the prepaid shipping label to the returned parcel to drop it off at a post office or a collection point. Please contact our Customer Service using the contact details in article 1 to inform us about the return. Our Customer Service will guide you if needed regarding how to return products, and/or request a repair or a replacement or a refund of the product concerned. Within the order packaging, you will also find a “Return form” with details of your order together with details of our returns process.
Please note that if you make a return using a method other than the method proposed by us (i.e. prepaid shipping label) and you have exercised your right of withdrawal (see article 5.2), you will be responsible and will bear fully any applicable costs and charges involved for the return of the products.
Please ensure you obtain a proof of postage when you return the products and the complementary items associated if any (e.g. gift(s) with purchase, sample(s)) to us. You should retain your proof of postage in order to provide proof to us that you have returned the products and all complimentary items (e.g. gift(s) with purchase, sample(s)), in the unlikely event that we do not receive the returned parcel.
Within the order packaging, you will find a Return Form with details of your order together with details of our returns process.
a) Returning Products
Products and all complimentary items (e.g. gift(s) with purchase, sample(s)) must be returned to us promptly at our distribution centre at the address provided by our Customer Service or within the “Return form” in the order packing. If you are returning products because you have exercised your right of withdrawal, products and complimentary items (e.g. gift(s) with purchase, sample(s)) must be received at our distribution centre no later than thirty (30) days after the date you tell us you have exercised such right of withdrawal to maintain your entitlement to a refund.
In any case, please ensure that the returned parcel is properly sealed and that you obtain a proof of postage. You should retain your proof of postage in order to provide proof to us that you have returned the products and all complimentary items (e.g. gift(s) with purchase, sample(s)), in the unlikely event that we do not receive the returned parcel.
b) Processing the refund, replacement or repair
If you have returned products because you have exercised your right of withdrawal, we will process the calculated refund as soon as possible and in any event within fourteen (14) days after the day we receive the returned products or (if earlier) the day on which you provide us with evidence of having sent the products back to us at our distribution centre. We will not be obliged to make a refund if you cannot provide evidence that you have sent the products and all complimentary items (e.g. gift(s) with purchase, sample(s)) back to us so therefore please ensure that you retain, and are able to provide, proof of postage. Please note that a full refund will not be provided for returned products that show signs of unreasonable use.
If you have returned products because they are damaged, or in the event of a non-conformity or defect under the relevant statutory warranty, and if you have required us to refund partially or in full the products, we will process your refund as soon as possible and in any event within fourteen (14) days after the day we receive your returned products and if we confirm that you are entitled to a refund.
Refund will only be made against the original credit/debit card used for the purchase. You will receive email notification of your refund from our Customer Care Team.
If you have returned products because they are damaged, or in the event of a non-conformity or defect under the relevant statutory warranty, and if you have required us to repair or to replace the products, please note that we will proceed to the repair or the replacement if we confirm that you are entitled to it and provided that the option chosen by you is not impossible or disproportionate as determined by the applicable Law.