Profil
Rechtliche Grundlagen
NUTZUNGSBEDINGUNGEN DER WEBSITE (Stand: 01. September 2017)
Willkommen auf der Website von Loro Piana („Website“). Die Website ist Eigentum des Unternehmens Loro Piana S.p.A. und wird von ihm verwaltet. Loro Piana S.p.A. untersteht der Leitung und Koordinierung von LVMH-Moët Hennessy Louis Vuitton S.E. (Frankreich) für sich selbst und andere Unternehmen des Konzerns Loro Piana mit Sitz in Corso Rolandi 10, 13017 Quarona (Vicenza, Italien), Tel.: +39 0163 201111, USt-IdNr. 01611400027 („Loro Piana“, „wir“, „uns“). Bitte lesen Sie die vorliegenden Nutzungsbedingungen für die Website („Nutzungsbedingungen“) vor einem weiteren Zugriff oder einer weiteren Nutzung der Website sorgfältig durch. Diese Nutzungsbedingungen gelten für alle Besucher oder Nutzer der Website. Mit dem Zugriff auf die Website oder ihrer Nutzung bestätigen Sie, dass Sie diese Nutzungsbedingungen akzeptieren und sich mit ihrer Verbindlichkeit einverstanden erklären. Wenn Sie die Nutzungsbedingungen nicht akzeptieren, dürfen Sie diese Website nicht nutzen. Wir behalten uns das Recht vor, den Zugriff auf die bzw. die Nutzung der Website zu beenden oder zu unterbrechen, wenn (a) wir aus guten Grund annehmen können, dass Sie gegen die Nutzungsbedingungen verstoßen haben, oder (b) wir diese Maßnahme aus Sicherheitsgründen für notwendig erachten.ÄNDERUNGEN DER NUTZUNGSBEDINGUNGEN
Loro Piana behält sich das Recht vor, die Nutzungsbedingungen durch eine Aktualisierung dieses Dokuments jederzeit und ohne Vorankündigung auch nur teilweise zu ändern, zu überarbeiten, zu ergänzen oder zu löschen. Etwaige Änderungen der Nutzungsbedingungen werden durch die Veröffentlichung einer Mitteilung auf der Website bekannt gegeben. Bitte prüfen Sie daher regelmäßig die Nutzungsbedingungen. Wenn Sie eine beliebige Änderung nicht akzeptieren, dürfen Sie nicht mehr auf die Website zugreifen und diese auch nicht mehr nutzen. Die Nutzung der Website nach der Veröffentlichung einer Änderung gilt als Akzeptierung der Änderung.EIGENTUMSRECHTE AN DEN INHALTEN
Alle Rechte und Interessen an der Website und jedem Teil ihres Inhalts, unter anderem Software, HTML-Code, andere in der Website enthaltene IT-Codes, Text, Grafik, Benutzerschnittstelle, visuelle Schnittstelle, Scripts, Kunstwerke, Fotos, Bilder, Zeichnungen, Audio- und Videomaterial, Text und andere Materialien, die als Teil der Website gelten (zusammenfassend „Inhalt“), sind Eigentum des Unternehmens Loro Piana und/oder seiner Rechtsvorgänger. Der gesamte Inhalt ist durch nationale Gesetze im Rahmen der Rechte an geistigem Eigentum geschützt, einschließlich Urheber-, Patent-, Markenrechte sowie andere internationale Gesetze und Verträge über den Schutz des geistigen Eigentums.EINGETRAGENE WARENZEICHEN UND LOGOS
Alle auf der Website enthaltenen Warenzeichen, Handelsnamen, Logos, Marken und Produktnamen sind das ausschließliche Eigentum von Loro Piana oder der jeweiligen Unternehmen („Marken“). Die Nutzungsbedingungen verleihen keinerlei Recht oder Befugnis zur Nutzung der Marken. Wir weisen darauf hin, dass jegliche Nutzung der Marken streng verboten ist.UNSERE PRODUKTE
Wir behalten uns das Recht vor, gewisse auf der Website angezeigte oder angebotene Produkte und Dienstleistungen und/oder die damit verbundenen Merkmale und Spezifikationen von Zeit zu Zeit ohne Vorankündigung zu ändern oder (dauerhaft oder vorübergehend) zu löschen. Die Preise der besagten Produkte oder Dienstleistungen können ohne Vorankündigung geändert werden. Unsere Geschäftsbedingungen regeln die Sachverhalte, unter denen wir die von uns über die Website verkauften Produkte ändern und/oder zurückziehen können. Für die vollständige Version unserer Richtlinien zu diesem Thema lesen Sie bitte den Abschnitt „Geschäftsbedingungen“ unter www.loropiana.com. Obwohl wir uns dafür einsetzen, dass die Informationen auf der Website korrekt sind und ständig aktualisiert werden, übernehmen wir keine Garantie für die Richtigkeit, Vollständigkeit, Genauigkeit oder Aktualität der Informationen auf der Website, einschließlich Produktbeschreibungen, Preise und/oder Angaben über die Verfügbarkeit auf der Website. Die Tatsache, dass bestimmte Produkte oder Dienstleistungen auf der Website enthalten sind, gibt zum Zeitpunkt einer Bestellung der gegenständlichen Produkte und/oder Dienstleistungen keine Gewährleistung, dass sie über die Website bezogen werden können. Wir sind bemüht, dafür zu sorgen, dass die Farben unserer Produkte auf der Website so realistisch wie möglich dargestellt werden. Die tatsächlich angezeigte Farbe hängt jedoch von den Einstellungen Ihres Computers ab, und wir können nicht gewährleisten, dass Ihr Computer unsere Farben korrekt anzeigt.NUTZUNG DER WEBSITE
Die Nutzung der Website und ihrer Inhalte, die nur für den persönlichen, nicht kommerziellen Gebrauch bestimmt sind, darf nur in Übereinstimmung mit den Nutzungsbedingungen erfolgen. Es ist Ihnen nicht gestattet, und Sie dürfen Dritten nicht erlauben oder helfen, (i) die Website oder ihre Inhalte zu kopieren, zu vervielfältigen, zu veröffentlichen, zu übertragen, zu verteilen, hochzuladen, öffentlich anzuzeigen, zu verschlüsseln, zu übersetzen oder zu ändern. Es ist zudem untersagt, Werke von der Website oder ihren Inhalten abzuleiten und zu erstellen, die Website oder ihre Inhalte zu verkaufen, zu lizenzieren oder anderweitig zu verteilen, z. B. durch Mirroring, Frames oder Links zu anderen Computern, Servern, Webseiten oder (ii) für kommerzielle Zwecke auf die Website oder ihre Inhalte zuzugreifen oder sie zu nutzen, einschließlich jeglicher Handlung zur Generierung von Werbung oder von Werbeeinnahmen auf Ihrer Webseite. Es ist Ihnen nicht gestattet, Deep-Link- oder Page-Scrape-Mechanismen, Robots, Spiders oder andere automatische oder manuelle Verfahren für den Zugriff, das Erfassen, Kopieren oder Überwachen der Website, ihrer Inhalte oder Teilen davon einzusetzen, mit dem Zweck die Struktur oder das Erscheinungsbild der Website oder ihrer Inhalte in irgendeiner Weise zu vervielfältigen oder Kopierschutzsysteme zu umgehen, um in den Besitz von Material, Dokumenten oder Informationen zu gelangen oder zu versuchen, sich Material, Dokumente oder Informationen anzueignen, die nicht zu diesem Zweck auf der Website zur Verfügung gestellt werden. Es ist untersagt, sich durch Hacking, Passwort-Mining oder andere ungesetzliche Mittel einen unberechtigten Zugriff auf Teile oder Funktionen der Website oder auf andere Systeme oder Netzwerke zu verschaffen, die mit der Website oder einem Server von Loro Piana verbunden sind. Passwörter oder Konten von Dritten, wie unten definiert, dürfen ohne die ausdrückliche Erlaubnis und Zustimmung des Eigentümers nicht verwendet werden. Es ist des Weiteren untersagt, Sicherheitsrisikos der Website oder eines anderen mit der Website verbundenen Netzwerks zu erproben, zu testen oder zu prüfen oder die Sicherheit bzw. das Authentifizierungssystem der Website zu verletzen. Es ist nicht gestattet, Reverse Lookups, Rückverfolgungen oder versuchte Rückverfolgungen jeder Information über andere Benutzer, Besucher der Website oder andere Kunden zu tätigen. Dies gilt auch für die Nutzung der Website oder jeglicher Dienstleistung oder Information, die von der Website oder über die Website zur Verfügung gestellt oder angeboten werden, sowie die Nutzung der Website oder ihrer Inhalte für Zwecke, die rechtswidrig sind oder in den Nutzungsbedingungen untersagt werden. Es ist zudem untersagt, Dritte dazu aufzufordern, sich an ungesetzlichen Aktivitäten oder Aktivitäten zu beteiligen, die die Rechte von Loro Piana oder Dritten verletzen. Handlungen, die die Infrastruktur der Website oder eines mit der Website verbundenen Systems oder Netzwerks unangemessen oder unverhältnismäßig belasten, sind untersagt. Hiermit erklären Sie, dass Sie keine Geräte, Software oder Mechanismen verwenden, die die ordnungsgemäße Funktionstüchtigkeit der Website, der ausgeführten Vorgänge der Website oder die Nutzung der Website durch eine beliebige Person auf irgendeine Weise stört oder stören könnte..REGISTRIERUNG UND KONTO
Bestimmte über die Website angebotene Dienstleistungen oder Funktionen können eine Registrierung oder die Erstellung eines Kontos („Konto“) erfordern. Wenn Sie ein Konto erstellen möchten, müssen Sie eine E-Mail-Adresse und ein Passwort für den Zugang angeben. Sie sind dafür verantwortlich, die Vertraulichkeit Ihrer Anmeldeinformationen zu wahren und den Zugang zu Ihrem Konto zu überwachen. Sie sind für alle Handlungen verantwortlich, die über Ihr Konto laufen (einschließlich Produktkäufe, die über Ihr Konto abgewickelt werden), es sei denn, Sie informieren uns, dass Ihr Konto von einem Dritten ohne Ihre Zustimmung genutzt wird. Loro Piana haftet nicht für Verluste oder Schäden, die sich aus der Nichteinhaltung dieser Verpflichtungen ergeben. Wir können Ihr Konto jederzeit und ohne Vorankündigung löschen, wenn: (a) wir begründeten Anlass zur Annahme haben, dass Sie Ihr Konto unter Verletzung dieser Nutzungsbedingungen nutzen, (b) wir begründeten Anlass zur Annahme haben, dass ein Dritter Ihr Konto ohne Ihre Zustimmung nutzt, oder (c) wir Ihr Konto aus Sicherheits- oder Wartungsgründen löschen oder sperren müssen.CHAT
Loro Piana stellt den Benutzern der Website den Dienst LiveChat! progressiv zur Verfügung, der sie bei den Vorgängen während und nach dem Kauf sowie bei der Navigation auf der Website unterstützt. Für die Nutzung von LiveChat! ist die Eingabe des Namens (oder alternativ des Nicknames) und der E-Mail-Adresse erforderlich. LiveChat! darf nicht für betrügerische, unrechtmäßige oder anstößige Zwecke verwendet werden oder Loro Piana, seine Aktivitäten, seinen Ruf, seine Mitarbeiter, andere Benutzer oder Dritte schädigen oder gefährden. Loro Piana behält sich das Recht vor, den Dienst LiveChat! im Falle einer missbräuchlichen Nutzung auszusetzen oder zu unterbrechen.FEEDBACK UND SONSTIGE MITTEILUNGEN
Alle Feedbacks, Kommentare, Vorschläge, Ideen und/oder andere Informationen (zusammenfassend als „Mitteilungen“ bezeichnet), die auch über den Dienst LiveChat! (im Umfang, in dem er zur Verfügung gestellt wird) an die Website gesendet werden, gelten als nicht-vertraulich. Wir behalten uns das Recht vor, solche Mitteilungen uneingeschränkt zu nutzen, so etwa zu kopieren, zu vervielfältigen, zu veröffentlichen, zu verbreiten, zu verteilen, anzuzeigen, zu ändern, zu übersetzen oder in andere Materialien zu integrieren und sie in beliebiger Weise kommerziell zu nutzen. Loro Piana hat das uneingeschränkte Recht, Ideen, Konzepte, das Know-how oder Techniken, die in den von den Benutzern gesendeten Mitteilungen enthalten sind, für beliebige Zwecke einzusetzen, z. B. die Entwicklung, Herstellung und Vermarktung von Produkten unter Verwendung dieser Informationen. Daher sollten Sie Loro Piana keine Informationen über die Website übermitteln, die Sie als vertraulich oder geschützt erachten.PRESSE
Die Website stellt einen speziellen Bereich für die Presse („Pressebereich“) bereit. Der Zugang zum Pressebereich wird nur Journalisten und autorisierten Benutzern („autorisierte Benutzer“) gewährt und unterliegt einer Registrierung. Die Registrierung für die Nutzung des Pressebereichs erfolgt über die Homepage der Website unter „PRESSEBEREICH“. Hier werden Sie zum Registrierungsformular weitergeleitet. Füllen Sie das Formular aus und senden Sie es uns über die Website. Wir werden auf der Grundlage der Prüfung der mitgeteilten Angaben nach eigenem Ermessen entscheiden, ob der Zugang zum Pressebereich gewährt wird oder nicht. Wird der Zugang zum Pressebereich gewährt, senden wir Ihnen an die im Registrierungsformular angegebene Adresse eine E-Mail mit einem temporären Passwort sowie eine URL für den Zugang zum Pressebereich. Beim ersten Zugang zum Pressebereich ist es erforderlich, die Registrierung mit einigen personenbezogenen Daten zu ergänzen und das temporäre Passwort zu ändern. Im Pressebereich ist es möglich, auf das veröffentlichte Material zuzugreifen und es herunterzuladen. Wir können im Rahmen des geltenden Rechts prüfen, an welchen Materialien und Informationen Sie interessiert sind. Wir können Ihr Konto jederzeit und ohne Vorankündigung kündigen, wenn: (a) wir begründeten Anlass zur Annahme haben, dass Sie Ihr Konto unter Verletzung der Nutzungsbedingungen nutzen, (b) wir begründeten Anlass zur Annahme haben, dass ein Dritter Ihr Konto ohne Ihre Zustimmung nutzt, oder (c) wir Ihr Konto aus Sicherheits- oder Wartungsgründen löschen oder sperren müssen.DATENSCHUTZRICHTLINIE
Wenn Sie Produkte über die Website kaufen oder die Website auf andere Weise nutzen, einschließlich des oben genannten Pressebereichs, kann es sein, dass wir Sie um die Angabe Ihrer personenbezogenen Daten bitten. Personenbezogene Daten, die Loro Piana über die Website mitgeteilt werden, unterliegen unserer Datenschutzrichtlinie. Für die vollständige Version unserer Datenschutzrichtlinie lesen Sie bitte den Abschnitt „Datenschutzrichtlinie“ unter www.loropiana.com. Durch die Nutzung der Website anerkennen und akzeptieren Sie, dass die Kommunikation über das Internet niemals völlig vertraulich und sicher ist, und sind sich bewusst, dass jede Mitteilung und Information, die Sie an die Website senden, von anderen gelesen oder abgefangen werden kann, selbst wenn ein ausdrücklicher Hinweis darauf erfolgt, dass eine bestimmte Übertragung verschlüsselt ist (z. B. die Übertragung von Kreditkarteninformationen).LINKS ZU WEBSEITEN UND INHALTEN VON DRITTEN
Die Website kann Inhalte enthalten, die von Dritten erstellt wurden, inklusive Informationen aus öffentlichen Quellen und/oder Links zu externen Webseiten oder Webseiten, die von Dritten betrieben werden („Inhalte und Webseiten von Dritten“). Loro Piana kontrolliert oder überwacht die Inhalte und Webseiten von Dritten nicht und ist für die Genauigkeit, Sicherheit oder Zuverlässigkeit der Inhalte und Webseiten von Dritten nicht haftbar. Der Zugriff auf Inhalte und Webseiten von Dritten erfolgt auf eigenes Risiko. Loro Piana lehnt jede Haftung für etwaige Verluste oder Schäden (einschließlich Verlust oder Beschädigung von IT-Ausrüstung, Hardware oder Software) ab, die aus oder im Zusammenhang mit dem Zugriff auf, der Nutzung von oder dem Vertrauen in Inhalte und Webseiten von Dritten oder durch/im Zusammenhang mit dem Kauf von Produkten oder Dienstleistungen entstehen, die über die besagten Inhalte und Webseiten von Dritten zur Verfügung gestellt werden.HAFTUNGSAUSSCHLUSS
Die Nutzung der Website erfolgt auf eigenes Risiko. Sie sind allein verantwortlich für die Nutzung der Website sowie der Inhalte und Webseiten von Dritten. Loro Piana ergreift alle notwendigen Maßnahmen, damit sichergestellt wird, dass die Website und ihre Inhalte keine Viren und Defekte enthalten, kann aber nicht garantieren, dass die IT-Ausrüstung, Hardware oder Software auf Ihrem Computer und/oder die von Ihrer IT-Ausrüstung, Hardware oder Software (zusammenfassend „Ausrüstung“) gespeicherten oder erstellten Daten nicht verloren gehen bzw. beschädigt oder anderweitig beeinträchtigt werden, wenn Sie auf die Website oder ihren Inhalt zugreifen oder diese nutzen. Loro Piana kann zudem nicht gewährleisten, dass die Website oder ihre Inhalte, Dienstleistungen und Funktionen ununterbrochen zur Verfügung stehen, alle etwaigen Defekte behoben werden oder dass die Nutzung der Website zu spezifischen Ergebnissen führt. Die Website und ihre Inhalte werden in ihrem „IST-ZUSTAND“ und „SOWEIT VERFÜGBAR“ bereitgestellt. Loro Piana gewährt im größtmöglich zulässigen Rahmen des geltenden Rechts weder ausdrücklich noch stillschweigend irgendeine Garantie, einschließlich für die Richtigkeit, Vollständigkeit, Nichtverletzung von Rechten Dritter, Marktgängigkeit oder Eignung für einen bestimmten Zweck. Loro Piana lehnt jede Haftung für Handlungen, Unterlassungen und das Verhalten Dritter in Verbindung mit Ihrer Nutzung der Website ab, unter anderem die Haftung für beliebige Inhalte, Informationen oder Erklärungen Dritter, die auf oder über die Website zur Verfügung gestellt werden, im Sinne der straf- oder zivilrechtlichen Gesetzgebung betreffend Verleumdung, Verletzung des Rechts an geistigem Eigentum, Datenschutz, Obszönität oder anderer anwendbarer Gesetze.HAFTUNGSBEGRENZUNG
Loro Piana lehnt im größtmöglich zulässigen Rahmen des geltenden Rechts Ihnen oder anderen gegenüber jede Haftung für Schäden ab, die Ihnen oder Dritten aus der Nutzung der Website und/oder ihrer Inhalte oder der darin enthaltenen Informationen oder durch die über die Website verkauften Produkte entstehen, unter anderem die Haftung für (a) jede Art von Verlust oder Beschädigung von Daten, (b) den Verlust oder die Beschädigung der Ausrüstung, (c) jede Art von Verlust oder Beschädigung, die Sie oder wir selbst nicht vorhersehen konnten, bzw. deren etwaiges Auftreten Sie uns im Falle eines Verstoßes gegen die Nutzungsbedingungen oder unsere gesetzlichen Sorgfaltspflichten Ihnen gegenüber nicht mitgeteilt haben, oder (d) jede Art von Verlust oder Beschädigung, die Ihnen infolge eines unterlassenen Treffens angemessener Vorkehrungen gegen solche Verluste oder Beschädigungen entstehen, beispielsweise die Installation einer geeigneten Antiviren-Software. Keine Bestimmung der Nutzungsbedingungen schließt weder ganz noch teilweise unsere Haftung Ihnen gegenüber im Falle von Vorsatz oder grober Fahrlässigkeit aus. Dies gilt auch für jede andere Haftung, die nach geltendem Recht nicht ausgeschlossen oder beschränkt werden kann.ALLGEMEINE BESTIMMUNGEN
Die Nutzungsbedingungen unterliegen dem italienischen Recht, ohne Berücksichtigung der Vorgaben des internationalen Privatrechts. Für alle Streitigkeiten, die sich aus der Nutzung der Website und/oder aus den Nutzungsbedingungen ergeben, ist ausschließlich das Gericht von Mailand (Italien) zuständig, unbeschadet aller Rechte, die Loro Piana gesetzlich zugestanden werden, um am Wohnort oder am gewöhnlichen Aufenthaltsort der Nutzer Klage zu erheben. Hosting-Anbieter der Website ist BT-INET.TERMS OF SALE - ORDERS DELIVERED TO THE EUROPEAN UNION, UKRAINE, SWITZERLAND, QATAR, KUWAIT AND SAUDI ARABIA (Updated on April 7th, 2021)
These terms of sale (“Terms of Sale”) set out the terms and conditions that will apply to your purchase of Products through the Website. Please read these Terms of Sale carefully before placing an Order. By confirming that you have read and accepted these Terms of Sale when you submit an Order through the Website, you confirm your unconditional acceptance.
Your use of the Website is subject to our “Website Terms of Use” that you can consult in the Section “Legal”— “Terms of Use of our Website”.
The purchase of Products on the Website is reserved solely for Consumers. The term “Consumer” is to be understood as any physical person making purchases for purposes unrelated to their business, commercial, artisanal or professional activity.
In these Terms of Sale “Loro Piana”, “we” and “us” means Loro Piana S.p.A. company subject to the direction and coordination of LVMH Moet Hennessy Louis Vuitton S.E. (France) -, with registered office in Corso Rolandi 10, 13017 Quarona (VC) — Italy, VAT number 01611400027, company Register Number 08075900152, e-mail address: customerservice.eu@loropiana., tel +39.02.77802800 and “you” means you, our valued customer.
Capitalised terms used in these Terms of Sale shall have the meaning set forth in the “Definition” section of this document, unless otherwise defined elsewhere herein.
These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the supply of Products. No other terms and conditions shall apply. The contract can't be modified unless we agree to vary it in writing or by email.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Website.
DEFINITIONS
In this document:
“Consumer Code” means the Italian Legislative Decree No. 206 of September 6, 2005 applying to Products shipped to Italy.
“Contract” means the contract between you and us for the sale and purchase of Products, comprising your Order, our e-mail confirmation of our acceptance of your Order and these Terms of Sale.
“Delivery Receipt” means the delivery form listing the Products shipped. This form is sent along with the Products.
“Gift” means any Product that is purchased through the Website for delivery to a different recipient.
"Loro Piana Store" means any Loro Piana store listed as available for returns on our Website, including online shopping facility.
“Order” means an order for Products.
“Order Processing Receipt” means the e-mail Loro Piana will send to you at the time your Order is received by Loro Piana.
“Order Confirmation” means the e-mail Loro Piana will send to you at the time the Products are shipped confirming shipment of all or part of the ordered Products.
“Products” means the products that we sell on the Website from time to time.
“Return Authorization Number” mean the number you will receive to exchange or return Products.
"Terms of Sale" means these terms and conditions of sale.
"Website" means our website located at http://www.loropiana.com.
“Personalised Products” means the Products for which Loro Piana offers a service of personalisation.
“Special Terms” means the special terms of sale for Personalised Products.
1. ORDER AND ACCEPTANCE
To place an Order, you must be 18 years of age or over. You will have to select the Products on the Website, select colour and size and add them to your shopping bag.
If you wish to proceed with the purchase, you may choose one of the following options:
- PAYPAL express check-out option by clicking on “PAYPAL” button. In this case, you will be automatically redirected to the website www.paypal.it where you will carry out the payment without registering on the Website. Once the payment is carried out you will be redirected again to the Website in order to fill in the missing information that are necessary to complete the Order;
- Website check-out option by clicking on “PROCEED TO CHECKOUT” button. In this case, you may proceed through the registration or the login into your personal account or you may proceed without any registration.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ODER AND PAY” button.
Each Order submitted constitutes an offer to purchase Products from us. Orders are subject to availability and acceptance by us and we may, at any time and at our sole discretion, refuse to accept your Order, including but not limited to cases where:
- you provided us with (i) incorrect information, including without limitation, insufficient or incorrect payment details, incorrect billing information; (ii) insufficient or incorrect shipping address — in this regard, please note we do not ship Products to P.O. boxes; or (iii) fraudulent information;
- there is an error on the Website relating to the Products that you have ordered, for example an error relating to the price or description of the Products as displayed on our Website;
- the Products that you have ordered are no longer available through our Website;
- the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or
- we believe that you are under the age of 18.
If we are unable to accept your Order, we will contact you at the e-mail address or telephone number that you have provided to us, as soon as possible within 30 days from the date of your Order. If you place an Order by telephone, you will have to register on the Website during the call and provide us with an e-mail address.
After you have placed your Order through the Website or by telephone, you will receive an Order Processing Receipt that is an e-mail from us confirming that your Order has been received by us and is being processed.
If you do not receive the Order Processing Receipt within 48 hours of placing the Order, contact us at +39.02.77802800 or by e-mail at customerservice.eu@loropiana.com before you try to place another Order for the same Products.
Please note that the Order Processing Receipt does not constitute acceptance of your Order. The acceptance of your Order and the charge of the amount on your credit card or other means of payment you have selected will take place only when we send you the Order Confirmation through which we inform you that your Order has been shipped. Together with the Order Confirmation you will receive as well an e-invoice for your Order. You hereby acknowledge and agree that we reserve the right to accept your Order in whole or in part; therefore, in the event of partial acceptance, your card will be debited and the Products will be shipped for the part of the Order that was accepted.
If you have any questions, comments or concerns regarding your Order, or if you think that your Order was rejected by us in error, please contact us at the contact details indicated under Section “CUSTOMER SERVICE” below.
2. PRODUCT AVAILABILITY
We will make all reasonable efforts to ensure that the prices and other information about Products displayed on the Website are accurate and up-to-date. However, the inclusion of any Products on our Website does not imply, warrant or guarantee that the Products will be available if you wish to place an Order to purchase them.
We will have the right, at any time and without previous notice, to make changes to the information about Products displayed on the Website, including without limitation information about prices, description or the availability of Products. Changes will not however affect the price, availability or description of any Products for which you received the Order Confirmation.
3. GIFTS
Subject to the restrictions in Clause 5, below, you may purchase Products as a Gift and have it sent to a different recipient.
By making a Gift purchase, you represent that you have permission to provide to us information belonging to the Gift recipient. Please note that you will be liable for providing the recipient's personal data in compliance with any applicable privacy law. We invite you to consult our privacy policy on the Website before providing us with a third party's personal data.
We retain the right to reject your order for any reason if we believe that you may not have proper authorization to provide us with third party information, including, but not limited to, recipient name(s) or address(es).
We will deliver the Gift to your recipient in reliance upon your representations. You will receive the Order Confirmation from us when your Gift has been shipped to the recipient confirming that we have accepted your Order for the Gift and an e-invoice for your Order.
4. PRICES AND PAYMENTS
The prices of the Products are indicated on the Website and will be confirmed in the Order check-out page, in the Order Confirmation as well as in the e-invoice you receive after your purchase. We reserve the right to vary the price of our Products at any time, provided that we will not alter the price of any Product after we send you the Order Confirmation. Please be aware that prices charged for any Products purchased on the Website may vary to reflect local market pricing and applicable duties.
Prices are inclusive of VAT unless stated otherwise. Any other taxes and duties – if applicable - are not included and are calculated according to the value of your Order and your shipping destination and are itemized on the Order check-out page, in the Order Confirmation as well as in the e-mailed invoice. Shipping costs may also apply to your Order and will be indicated in the Order check-out page.
You may pay by credit card, Paypal, e-wallet or bank wire transfer (save for possible restrictions provided by the applicable laws and regulations), as listed on our check-out page. Payment must be made in the currency as indicated on your Order before you submit it.
Please be advised that you may sustain some extra charges imposed by your credit card issuer or by your bank, for which we deny any responsibility.
Payment by credit card. You must supply your card details when you place your Order. We will place a “hold” on your payment card for the total value of your Order. If the “hold” on your card has been authorised by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until your credit card issuer has authorised the use of your card for payment of the Products ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation.
After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance is not immediately fully available to you for reasons beyond our control (eg: delays by your credit card issuer in removing the “hold” from your credit card).
Payment by PayPal. If you choose PayPal as your payment method, you will be redirected to the website www.paypal.com where the payment for the Products will be carried out following the procedure envisaged and regulated by PayPal and the contract terms and conditions as agreed between you and PayPal. The data entered on the PayPal website will be handled directly by PayPal and will not be sent to or shared with us, except for the data that are necessary to perform the delivery of the Products in case you have selected the option of PayPal express check out. We will therefore have no knowledge of and cannot record in any way the details of the credit card connected to your PayPal account or any other payment instrument connected to said account.
We will place a “hold” on your PayPal account for the total value of your Order. If the “hold” on your PayPal account has been authorised by PayPal, your PayPal account will be debited for the total value of the Order Confirmation at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until PayPal has authorised the use of your PayPal account for payment of the Products ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the PayPal account holder by requesting appropriate documentation.
After a “hold” on your PayPal account has been authorized by PayPal, please be advised that, in case your PayPal account is debited for a lower amount than the total amount “held”, it is possible that the balance is not immediately fully available to you for reasons beyond our control (eg: delays by PayPal in removing the “hold” from your PayPal account).
Payment by e-Wallet.
(i) Apple Pay
If you have installed the Apple Pay app and activated the Apple Pay option and you are navigating through Safari, you may choose such payment method.
If you choose Apple Pay as an option, a popup will be displayed and you will need to insert your shipping and billing address and select the preferred card connected to your account.
Once completed, you will need to click on “proceed” button and authenticate yourself through Face ID or Fingerprint and validate the payment.
In the event of payment via Apple Pay, the total amount due will be debited by Apple Pay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Apple Pay account that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Apple Pay and the banking system. Once the credit order in favour of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting you with the refund. To contest these cases, you must contact Apple directly.
(ii) Google Pay
If you have installed the Google Pay app and activated the Google Pay option, you may choose such payment method.
If you choose Google Pay as an option, a popup will be displayed and you will need to insert your shipping and billing address and select the preferred card connected to your account.
Once completed, you will need to click on “proceed” button and authenticate yourself through fingerprint and validate the payment.
In the event of payment via Google Pay, the total amount due will be debited by Google Pay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to Your Google Pay account that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Google and the banking system. Once the credit order in favour of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting you with the refund. To contest these cases you must contact Google directly.
Payment by wire transfer. In case of payment by wire transfer, the payment shall be made to the following bank account:
INTESTATARIO C/C
LORO PIANA Spa
NOMINATIVO BANCA
BANCA INTESA SAN PAOLO
CODICE IBAN IT12C0306944312161009380938
CODICE SWIFT BCITITMMXXX
You will be responsible for the payment of any charges applied by your bank to the transfer and/or to any currency exchange. Please note that we will only accept payments from bank accounts whose holder is the person placing the Order on the Website and who will then receive the e-invoice: therefore, you could be contacted by our customer service to have all necessary information in connection thereto. We will not accept your Order, neither will we supply the Products to you until we receive confirmation from our bank that the payment has been successfully credited to our bank account. We reserve the right to verify the identity of the bank account holder by requesting appropriate documentation.
We take all reasonable care to make the Website secure and to prevent frauds. All transactions on the Website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. Please note that we may, at any time and at our sole discretion, restrict shipping to certain customers and countries. If you wish to dispute the validity or amount of a charge that appears on your credit card statement, please contact us at customerservice.eu@loropiana.com or +39.02.77802800.
5. SPECIAL TERMS FOR SHIPMENT TO QATAR, SAUDI ARABIA, UKRAINE, KUWAIT AND SWITZERLAND
The following special terms apply exclusively to shipments of Products to Qatar, Saudi Arabia, Ukraine, Kuwait and Switzerland ("Restricted Locations"):
- The service of alteration is not available for Qatar, Kuwait and Saudi Arabia, Ukraine.
- The shipping address and the billing address shall match if purchasing Products in any Restricted Location. It is not possible to send the Products to third parties if purchasing or sending to any Restricted Location.
- Some of the Products, among which those subject to C.I.T.E.S Treaty, including vicuna items or goods which composition includes fur or exotic leather goods may not be available for shipping to a Restricted Location. Loro Piana will inform the buyer before the shipping takes place in case some of the Products have to be removed from the Order.
- In addition to shipping costs – if applicable -, which will be itemized on the Order check-out page and on the Order Confirmation, Orders for Saudi Arabia and Ukraine may be subject to custom duties and local VAT which vary depending on the value of the Products purchased on the Website and which cannot be calculated in advanced by Loro Piana. The courier will notify you on costs to be paid and the procedure of payment as well as other formalities that are required to be followed by the local legislation at the time the Products are delivered to you. For more detailed information on the applicable duties, please contact us at customerservice.eu@loropiana.com or +39.02.77802800
- The Orders for Saudi Arabia and Ukraine will be processed only following your approval of the custom duties and local VAT payment.
- Delivery date for Products delivered to a Restricted Location depends on custom clearance as well as on the issuance by the Chamber of Commerce of a Certificate of Origin or Declaration of Origin, which attests that the Products listed therein meet certain criteria to be considered as originating in a particular country.
- Products may be returned exclusively by using the "Free Pick Up" service. We will not accept returns for changing the colour or size of the Products already purchased. If you would like a different Product, please return your purchase and place a new order. Returns and changes at Loro Piana Stores will not be available.
- In case of return of Products, using the Loro Piana "Free Pick Up" service, Loro Piana will reimburse the price you paid for the Products., minus the custom duties for importing Products from Saudi Arabia to Italy.
- Payments accepted for Restricted Locations are credit/debit card /e-wallet. Furthermore, for Ukraine, payment by wire transfer will be accepted as well.
6. DELIVERY AND ORDER TRACKING
International shipping is available when ordering Products from the Website. You can view the countries to which we ship Products and from which we accept returns/exchanges directly on our Website.
We will not deliver any Products unless or until payment has been authorized and/or credited on Loro Piana's bank account. When the Products have been delivered to our carrier, we will send you the Order Confirmation.
Delivery will be made by courier during normal business hours. Please be advised that shipping costs may apply to your Order and that our courier cannot deliver packages without receiving a signature and/or payment of applicable customs duties.
We will make any reasonable effort to deliver the Products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is a best estimate only, and we will not be liable for any loss or damage suffered by you through any such delay in delivery. You can track the progress of your Order by entering the tracking number provided in your Order Confirmation. Products that we deliver to you will become your property at the time that you receive them. As soon as we have delivered the Products to you, you will become responsible for them and for any loss or damage to them thereafter.
Upon delivery of the Products, and before signing any document attesting delivery, you must carefully check the integrity of the package and, should the package be damaged or altered, you must write in the document attesting delivery that you reserve the right to verify the content. You hereby waive your rights to any refund or reimbursement if you fail to comply with these provisions.
7. RESALE / RESHIPPING OF OUR MERCHANDISE
The resale, rental or transfer for commercial or professional reasons of Products purchased on the Site is strictly forbidden. We reserve the right to refuse to accept your Order, if we suspect that you intend to resell our Products.
8. HOW DO I RETURN/EXCHANGE A PRODUCT?
The following policy applies only to Products purchased on our Website. We cannot accept returns/exchanges of Products purchased on other websites, in physical stores, or Products from countries where we do not ship merchandise directly.
Please see the specific applicable conditions below:
A. To Return or Exchange a Product Online Using Loro Piana's Free Pick Up Service:
i. Products Purchased By You:
You may return or exchange the colour or size of any online purchase made by you, within 30 days after the Products are received. Each Product can be exchanged or returned one time only. Please note we only accept exchanges for changing the colour or size of the same Product already purchased. If you would like a different Product, please return your purchase and place a new order.
Returning or exchanging purchased Products using our return service is free and can be done in 3 easy steps:
1. Please login to your Account. Under “Order History”, you can select the detail page for the relevant Order and indicate the Products which you would like to return/exchange as well as the reason for the return or the new colour/size desired. You will receive a Return Authorization Number. Print this number directly from the site (alternatively if you do not have access to a printer, handwrite the Return Authorization Number on the line indicated in the Delivery Receipt that you received with the original shipment).
2. Place all Products for return/exchange new, unused, and in perfect condition with all of the tags and labels attached in their original boxes and packaging along with the Return Authorization Number (printed or handwritten as per the above).
3. Attach the ESHOP URGENT sticker and the DHL return label that you received with the original shipment to the outside of the box. In case you want to specify a different pickup address, you can do it while entering the return request (step 1. In the instructions above) and print a new return label. Call DHL directly or visit their website to schedule a free pick up. You will be asked to provide the Loro Piana client code which will appear automatically on your air way bill, and the best time for a pick up. Return shipments using DHL will be provided to you free of charge.
The right to return a Product using the Loro Piana's Free Pick Up Service is compliant with the right of withdrawal established by the EU Directive 2011/83/EU on consumer rights (the "Consumer Rights Directive" – CRD), according to which consumers have a right of withdrawal from contracts concluded at a distance and consumer contracts concluded outside of your business premises.
ii. Products You Received As a Gift:
Unfortunately, Gifts cannot be returned for a refund using our online process; Gifts can only be exchanged for a different size and/or colour within 30 days after the Gifts are received. Each Gift Product received may be exchanged one time, only.
For a gift exchange please contact our customer service either by email customerservice.eu@loropiana.com or by phone +39.02.77802800 to receive a Return Authorization Number and then follow the steps 2. to 3. listed in point i. above.
Please note that when the Products are returned to us, we will review them for quality control. If the Products are sent back in perfect condition, new, unused, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the Products or reimburse the total amount paid minus original shipping costs, and customs dues (as the case may be) to the credit card, PayPal account or the bank account used for the original purchase. We will credit the refund to the credit card, PayPal account or the bank account that you used to pay for the Products within approximately thirty (30) days from the date that we receive the returned Products, save for possible delays of technical nature not attributable to us (e.g.: malfunctions of the credit card system). In case of payment by wire transfer received from a country outside the European Union, you will be contacted by our customer service to obtain all necessary information in connection thereto. You remain responsible for any charge applied by your bank.
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, are sent from countries where we do not ship directly or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/exchange and we will send the original Products back to you.
B. Return of damaged or faulty Products
All Products are covered by a 24 (twenty-four) month warranty for lack of conformity as provided by law, without prejudice to the possibility that local law may provide for a different timing of the compulsory legal guarantee.
To benefit from the guarantee, you must be able to show when the Products were purchased by keeping the Delivery Receipt that you received in the original shipment.
This policy applies both to online Products purchased by you and online Products you received as a Gift. For returns related to quality concerns that occur within 30 days of Products being received, please follow the procedures outlined above under letters A. - point i. for Products purchased by you on our Website and point ii. for Products you received as a Gift - or B. For returns after 30 days of Products being received, please contact our Customer Service at customerservice.eu@loropiana.com or +39.02.77802800.
At the time of delivery, you are required to check the Products in order to ascertain that their conform with the Products ordered and that they do not show any defects. You should inform us of the existence of any such lack of conformity within a period of 2 (two) months from the day when you detected the lack of conformity.
Unless proved otherwise, any lack of conformity which becomes apparent within 6 (six) months of delivery of the Products shall be presumed to have existed at the time of delivery unless this presumption is incompatible with the nature of the product or the nature of the lack of conformity.
Please note that when the Products are returned for quality problems, we will examine them. If the Products have quality problems, we will repair them (if possible) or replace them with new Products. If we are unable to repair or replace the Products in a timely and satisfactory manner, then:
- for Products purchased by you on our Website, we will refund the price paid for the Products (along with the initial shipping costs and any costs borne by you to return the Products, provided you provide evidence thereof in writing) to the credit card, PayPal account or bank account used for the original purchase in accordance with the applicable regulations In case of payment by wire transfer received from a country outside the European Union, you will be contacted by our Customer Service to obtain all necessary information in connection thereto. You remain responsible for any charge applied by your bank. Any such refund made to you shall be reduced to take account of the use that you have had of the Products since its delivery.
- for Products you received as a Gift, the refund can only be issued to the purchaser therefore you will be contacted by the Customer Service to obtain all the necessary information in connection thereto.
The warranty for lack of conformity will be applicable only if the Products have been used correctly, in compliance with its intended purpose and in accordance with the use and washing instructions contained in and/or furnished with the Products. Therefore, if we reasonably believe that the Products you have returned to us are not faulty/damaged and do not have quality problems, or have been damaged due to misuse or were shipped to us later than the above mentioned deadline, you will not be entitled to a refund and/or repair and/or exchange and we will return the original Products to you.
9. ALTERATIONS
The alteration service offers size fitting to customers. For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, product personalization, customization and repair are not considered an alteration.
You can bring any Product you have purchased online in one of Loro Piana directly operated stores located in the country where the Products were shipped for basic alterations. Alterations are provided free of charge within six (6) months after the Products are purchased. Please bring a copy of the Delivery Receipt, as well as the Products to be altered. The timing of alterations depends on the services requested, the number of Products to be altered, and the availability of the staff at each store. Please contact the customer service to get the list of the Loro Piana directly operated stores located in the country where the Products were shipped.
10. CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Website, the placement of an Order, the tracking of Products, the availability of Products, the login/registration process and any further information you may need in connection with the use of our Website and/or our Products. Our customer service is available in English and Italian language Monday through Friday between the hours of 9 and 18 CET with the exception of holidays.
If you need any information, we invite you to refer to the “FAQ section” on our Website and if you are not satisfied you may contact us at the following email or by phone:
- Email: customerservice.eu@loropiana.com
- Phone (Monday through Friday between the hours of 9 and 18 CET with the exception of holidays): +39.02.77802800.
11. PERSONAL INFORMATION
When you place an Order through our Site, you will be providing us with your personal information. We will use your personal information to process your Order and deliver the Products ordered and for other limited purposes. Our collection and use of your personal information will be carried out subject to the terms of our privacy policy on the Website.
By providing us with personal information, you consent to our use of such personal information for purposes of processing Orders, collecting payment, and any requests from the recipient with respect to such Order(s).
12. OUR LIABILITY TO YOU
Nothing in these Terms of Sale will exclude or limit our liability to you for fraud, death or personal injury caused by our negligence, breach of terms regarding title implied under the Consumer Code as for Products shipped to Italy or any other liability which the applicable laws state may not be excluded or limited.
To the fullest extent possible pursuant to applicable law we will not be liable to you under these Terms of Sale for any loss of profit, loss of income, loss of business, loss of revenue or loss of goodwill; any loss or corruption of or damage to data; or any loss or damage which was not a reasonably foreseeable result of either our breach of these Terms of Sale or our breach of our legal duty of care. Loss or damage is “reasonably foreseeable” if, at the time that we and you entered into these Terms of Sale, such loss was either contemplated by us and you or you notified us that the loss may occur if we breached these Terms of Sale or our legal duty of care.
13. GENERAL TERMS
(a) These Terms of Sale are governed by Italian law and shall be construed accordingly, without prejudice to any other imperative provision of law more favourable to the customer applicable in the country of habitual residence of the customer.
Any dispute will be submitted to the exclusive jurisdiction of the competent court of the place where the Consumer is domiciled or resident or, at the Consumer's choice, the Italian Court of Milan.
Alternatively, the customer who is domiciled or resident in one of the member states of the European Union, Iceland, Norway, Liechtenstein, may opt for one of the out-of-court dispute settlement procedures provided for under the applicable laws currently into force, such as the platform provided by the European Commission, available on the website http://ec.europa.eu/odr
For sales to any of the Restricted Locations, these Terms of Sale are governed by Italian law and shall be construed accordingly, without prejudice to any other imperative provision of law more favourable to the customer applicable in the country of habitual residence of the customer. All disputes arising out of or in connection with these Terms of Sale shall be submitted to the International Court of Arbitration of the International Chamber of Commerce and shall be finally settled under the Rules of Arbitration of the International Chamber of Commerce by one arbitrator appointed in accordance with the said Rules. The language of the arbitration shall be English and the seat of arbitration shall be Milan, Italy.
(b) If either you or we do not enforce or delay enforcing any of our rights under these Terms of Sale, this will not stop us from doing so at a later date.
(c) If any provision of these Terms of Sale is not valid or legally enforceable, that term will be deleted and the remaining terms will not be affected.
(d) No party other than you or us has any right to enforce any term of these Terms of Sale.
14. SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS
These special terms, together with the Terms of Sale, apply to you and your purchase of Personalised Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
- No returns or exchanges are accepted for Personalised Products, unless the Personalised Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
- Personalised Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
- Personalised Products are shipped separately from other Products' orders.
- After you have placed your order, your credit card or your PayPal account will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently learn that we cannot supply the Personalised Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready, we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
- The payment methods accepted for Personalised Products service are credit card, e-wallet and PayPal (for Restricted Locations only credit card and e-wallet payments apply).
TERMS OF SALE - ORDERS DELIVERED TO THE UNITED KINGDOM (Updated on May 19th , 2021)
These terms of sale (“Terms of Sale”) set out the terms and conditions that will apply to your purchase of Products through the Website. Please read these Terms of Sale carefully before placing an Order. By confirming that you have read and accepted these Terms of Sale when you submit an Order through the Website, you confirm your unconditional acceptance.
Your use of the Website is subject to our “Website Terms of Use”, that you can consult in the Section “Legal” — “Terms of Use of our Website”
The purchase of Products on the Website is reserved solely for consumers. The term “Consumer” is to be understood as any physical person making purchases for purposes unrelated to their business, commercial, artisanal or professional activity
In these Terms of Sale “Loro Piana”, “we” and “us” means Loro Piana GB Limited, with registered office in 47 Sloane Street, London SW1X9LU, United Kingdom, VAT number GB 756814305 Register of companies in England and Wales number 3977893, and “you” means you, our valued customer.
Capitalised terms used in these Terms of Sale shall have the meaning set forth in the “Definition” section of this document, unless otherwise defined elsewhere herein.
These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the supply of Products. No other terms and conditions shall apply. The contract can't be modified unless we agree to vary it in writing or by email.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Website.
DEFINITIONS
In this document:
“Contract” means the contract between you and us for the sale and purchase of Products, comprising your Order, our e-mail confirmation of our acceptance of your Order and these Terms of Sale
“Gift” means any Product that is purchased through the Website for delivery to a different recipient
“Products” means the products that we sell on the Website from time to time
"Loro Piana Store" means any Loro Piana store listed as available for returns on our Website
“Order” means an order for Products
“Order Processing Receipt” means the e-mail Loro Piana will send to you at the time your Order is received by Loro Piana
“Order Confirmation” means the e-mail Loro Piana will send to you at the time the Products are shipped confirming shipment of all or part of the ordered Products
“Delivery Receipt” means the delivery form listing the Products shipped. This form is sent along with the Products
"Terms of Sale" means these terms and conditions of sale
"Website" means our website located at http://www.loropiana.com
“Personalised Products” means the Products for which Loro Piana offers a service of personalisation
“Special Terms” means the special terms of sale for Personalised Products
1. ORDER AND ACCEPTANCE
To place an Order you must be 18 years of age or over. You will have to select the Products on the Website, select colour and size and add the items to your shopping bag.
If you wish to proceed with the purchase, click on “PROCEED TO CHECKOUT” button.
In this case, you may proceed through the registration or the login into your personal account or you may proceed without any registration.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ODER AND PAY” button.
Each Order submitted constitutes an offer to purchase Products from us. Orders are subject to availability and acceptance by us and we may, at any time and at our sole discretion, refuse to accept your Order, including but not limited to cases where:
- you provided us with (i) incorrect information, including without limitation, (ii) insufficient or incorrect payment details, incorrect billing information; insufficient or incorrect shipping address — in this regard, please note we do not ship Products to P.O. boxes; or (iii) fraudulent information;
- there is an error on the Website relating to the Products that you have ordered, for example an error relating to the price or description of the Products as displayed on our Website;
- the Products that you have ordered are no longer available through our Website;
- the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or- we believe that you are under the age of 18.
If we are unable to accept your Order, we will contact you at the e-mail address or telephone number that you have provided to us, as soon as possible within 30 days from the date of your Order. If you place an Order by telephone, you will have to register on the Website during the call and provide us with an e-mail address. After you have placed your Order through the Website or by telephone, you will receive an Order Processing Receipt that is an e-mail from us confirming that your Order has been received by us and is being processed. If you do not receive the Order Processing Receipt within 48 hours of placing the Order, contact us at +39.02.77802800 or by e-mail at customerservice.eu@loropiana.com before you try to place another Order for the same Products.
Please note that the Order Processing Receipt does not constitute acceptance of your Order. The acceptance of your Order and the charge of the amount on your credit card or other means of payment you have selected will take place only when we send you the Order Confirmation through which we inform you that your Order has been shipped. Together with the Order Confirmation you will receive as well an e-invoice for your Order. You hereby acknowledge and agree that we reserve the right to accept your Order in whole or in part; therefore, in the event of partial acceptance, your card will be debited and the Products will be shipped for the part of the Order that was accepted.
If you have any questions, comments or concerns regarding your Order, or if you think that your Order was rejected by us in error, please contact us at the contact details indicated under Section “CUSTOMER SERVICE” below.
2. PRODUCT AVAILABILITY
We will make all reasonable efforts to ensure that the prices and other information about Products displayed on the Website are accurate and up-to-date. However, the inclusion of any Products on our Website does not imply, warrant or guarantee that the Products will be available if you wish to place an Order to purchase them.
We will have the right, at any time and without previous notice, to make changes to the information about Products displayed on the Website, including without limitation information about prices, description or the availability of Products. Changes will not however affect the price, availability or description of any Products for which you received the Order Confirmation.
3. GIFTS
You may purchase Products as a Gift and have it sent to a different recipient.
By making a Gift purchase, you represent that you have permission to provide to us information belonging to the Gift recipient. Please note that you will be liable for providing the recipient's personal data in compliance with any applicable privacy law. We invite you to consult our privacy policy on the Website before providing us with a third party's personal data.
We retain the right to reject your order for any reason if we believe that you may not have proper authorization to provide us with third party information, including, but not limited to, recipient name(s) or address(es).
We will deliver the Gift to your recipient, in reliance upon your representations. You will receive the Order Confirmation from us when your Gift has been shipped to the recipient confirming that we have accepted your Order for the Gift and an e-invoice for your Order.
4. PRICES AND PAYMENTS
The prices of the Products are indicated on the Website and will be confirmed in the Order check-out page, in the Order Confirmation as well as in the e-invoice you receive after your purchase. We reserve the right to vary the price of our Products at any time, provided that we will not alter the price of any Product after we send you the Order Confirmation. Please be aware that prices charged for any Products purchased on the Website may vary to reflect local market pricing and applicable duties.
Prices are inclusive of VAT unless stated otherwise. Any other taxes and duties – if applicable - are not included and are calculated according to the value of your Order and your shipping destination and are itemized on the Order check-out page, in the Order Confirmation as well as in the e-mailed invoice. Shipping costs may also apply to your Order and will be indicated in the Order check-out page.
You may pay by credit card (save for possible restrictions provided by the applicable laws and regulations), as listed on our check-out page. Payment must be made in the currency as indicated on your Order before you submit it.
Please be advised that you may sustain some extra charges imposed by your credit card issuer or by your bank, for which we deny any responsibility.
Payment by credit card. You must supply your card details when you place your Order. We will place a “hold” on your payment card for the total value of your Order. If the “hold” on your card has been authorised by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until your credit card issuer has authorised the use of your card for payment of the Products ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation.
After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance is not immediately fully available to you for reasons beyond our control (eg: delays by your credit card issuer in removing the “hold” from your credit card).
5. DELIVERY AND ORDER TRACKING
Shipping is available only in the United Kingdom when ordering Products from the Website. You can view the countries to which we ship Products and from which we accept returns/exchanges directly on our Website.
We will not deliver any Products unless or until payment has been authorized and/or credited on Loro Piana's bank account. When the Products have been delivered to our carrier, we will send you the Order Confirmation.
Delivery will be made by courier during normal business hours. Please be advised that shipping costs may apply to your Order and that our courier cannot deliver packages without receiving a signature and/or payment of applicable customs duties.
We will make any reasonable effort to deliver the Products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is a best estimate only, and we will not be liable for any loss or damage suffered by you through any such delay in delivery. You can track the progress of your Order by entering the tracking number provided in your Order Confirmation. Products that we deliver to you will become your property at the time that you receive them. As soon as we have delivered the Products to you, you will become responsible for them and for any loss or damage to them thereafter.
Upon delivery of the Products, and before signing any document attesting delivery, you must carefully check the integrity of the package and, should the package be damaged or altered, you must write in the document attesting delivery that you reserve the right to verify the content. You hereby waive your rights to any refund or reimbursement if you fail to comply with these provisions.
6. RESALE / RESHIPPING OF OUR MERCHANDISE
The resale, rental or transfer for commercial or professional reasons of Products purchased on the Site is strictly forbidden. We reserve the right to refuse to accept your Order, if we suspect that you intend to resell our Products.
8. HOW DO I RETURN/EXCHANGE AN ITEM?
The following policy applies only to Products purchased on our Website. We cannot accept returns/exchanges of Products purchased on other websites, in physical stores, or Products from countries where we do not ship merchandise directly.
Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana's Free Pick Up Service:
i. Items Purchased By You:
You may return or exchange the colour or size of any online purchase made by you, within 30 days after the Products are received. Each item can be exchanged or returned one time only. Please note we only accept exchanges for changing the colour or size of the same item already purchased. If you would like a different item, please return your purchase and place a new order.
Returning or exchanging purchased Products using our return service is free and can be done in 3 easy steps:
1. Please login to your Account. Under “Order History”, you can select the detail page for the relevant Order and indicate the items which you would like to return/exchange as well as the reason for the return or the new colour/size desired. You will receive a Return Authorization Number. Print this number directly from the site (alternatively if you do not have access to a printer, handwrite the Return Authorization Number on the line indicated in the Delivery Receipt that you received with the original shipment).
2. Place all items for return/exchange new, unused, and in perfect condition with all of the tags and labels attached in their original boxes and packaging along with the Return Authorization Number (printed or handwritten as per the above).
3. Attach the ESHOP URGENT sticker and the DHL return label that you received with the original shipment to the outside of the box. In case you want to specify a different pickup address, you can do it while entering the return request (step 1. In the instructions above) and print a new return label. Call DHL directly or visit their website to schedule a free pick up. You will be asked to provide the Loro Piana client code which will appear automatically on your air way bill, and the best time for a pick up. Return shipments using DHL will be provided to you free of charge.
The right to return an item using the Loro Piana's Free Pick Up Service is compliant with the right of withdrawal established by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, according to which consumers have a right of withdrawal from contracts concluded at a distance and consumer contracts concluded outside of your business premises.
ii. Items You Received As a Gift:
Unfortunately, Gifts cannot be returned for a refund using our online process; Gifts can only be exchanged for a different size and/or colour within 30 days after the Gift items are received. Each Gift item you receive can be exchanged one time only.
For a gift exchange please contact our customer service either by email customerservice.eu@loropiana.com or by phone +39.02.77802800 to receive a Return Authorization Number and then follow the steps 2. to 3. listed in point i. above.
Please note that when the Products are returned to us, we will review them for quality control. If the Products are sent back in perfect condition, new, unused, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the Products or reimburse the total amount paid minus original shipping costs to the credit card used for the original purchase. We will credit the refund to the credit card that you used to pay for the Products within approximately thirty (30) days from the date that we receive the returned Products, save for possible delays of technical nature not attributable to us (e.g.: malfunctions of the credit card system).
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, are sent from countries where we do not ship directly or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/exchange and we will send the original Products back to you.
B. Return of damaged or faulty Products
All Products are covered by a 24 (twenty-four) month warranty for lack of conformity as provided by law, without prejudice to the possibility that local law may provide for a different timing of the compulsory legal guarantee.
To benefit from the guarantee, you must be able to show when the Products were purchased by keeping the Delivery Receipt that you received in the original shipment.
This policy applies both to online items purchased by you and online items you received as a Gift.
For returns related to quality concerns that occur within 30 days of Products being received, please follow the procedures outlined above under letters A. - point i. for Products purchased by you on our Website and point ii. for items you received as a Gift - or B. For returns after 30 days of Products being received, please contact our Customer Service at customerservice.eu@loropiana.com or +39.02.77802800.
At the time of delivery, you are required to check the Products in order to ascertain that their conform with the Products ordered and that they do not show any defects. You should inform us of the existence of any such lack of conformity within a period of 2 (two) months from the day when you detected the lack of conformity.
Unless proved otherwise, any lack of conformity which becomes apparent within 6 (six) months of delivery of the Products shall be presumed to have existed at the time of delivery unless this presumption is incompatible with the nature of the product or the nature of the lack of conformity.
Please note that when the Products are returned for quality problems we will examine them. If the Products have quality problems, we will repair them (if possible) or replace them with new Products. If we are unable to repair or replace the Products in a timely and satisfactory manner, then:
- for Products purchased by you on our Website, we will refund the price paid for the Products (along with the initial shipping costs and any costs borne by you to return the Products, provided you provide evidence thereof in writing) to the credit card used for the original purchase in accordance with the applicable regulations. You remain responsible for any charge applied by your bank. To the extent permitted by applicable law any refund made to you shall be reduced to take account of the use that you have had of the Products since its delivery.
- for items you received as a Gift, the refund can only be issued to the purchaser therefore you will be contacted by the Customer Service to obtain all the necessary information in connection thereto.
The warranty for lack of conformity will be applicable only if the Products have been used correctly, in compliance with its intended purpose and in accordance with the use and washing instructions contained in and/or furnished with the Products. Therefore, if we reasonably believe that the Products you have returned to us are not faulty/damaged and do not have quality problems, or have been damaged due to misuse or were shipped to us later than the above mentioned deadline, you will not be entitled to a refund and/or repair and/or exchange and we will return the original Products to you.
8. ALTERATIONS
The alteration service offers size fitting to customers. For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, product personalization, customization and repair are not considered an alteration.
You can bring any items you have purchased online in one of Loro Piana Directly Operated Stores located in the country where the items were shipped for basic alterations. Alterations are provided free of charge within six (6) months after the items are purchased. Please bring a copy of the Receipt, as well as the item to be altered. The timing of alterations depends on the services requested, the number of items to be altered, and the availability of the staff at each store.
9. CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Website, the placement of an Order, the tracking of Products, the availability of Products, the login/registration process and any further information you may need in connection with the use of our Website and/or our Products. Our customer service is available in English and Italian language Monday through Friday between the hours of 9 and 18 CET with the exception of holidays.
If you need any information we invite you to refer to the “FAQ section” on our Website and if you are not satisfied you may contact us at the following email or by phone:
- Email: customerservice.eu@loropiana.com
- Phone (Monday through Friday between the hours of 9 and 18 CET with the exception of holidays): +39.02.77802800.
10. PERSONAL INFORMATION
When you place an Order through our Site, you will be providing us with your personal information. We will use your personal information to process your Order and deliver the Products ordered and for other limited purposes. Our collection and use of your personal information will be carried out subject to the terms of our privacy policy on the Website.
By providing us with personal information, you consent to our use of such personal information for purposes of processing Orders, collecting payment, and any requests from the recipient with respect to such Order(s).
11. OUR LIABILITY TO YOU
Nothing in these Terms of Sale will exclude or limit our liability to you for fraud, death or personal injury caused by our negligence, or any other liability which the applicable laws state may not be excluded or limited.
To the fullest extent possible pursuant to applicable law we will not be liable to you under the Terms of Sale for any loss of profit, loss of income, loss of business, loss of revenue or loss of goodwill; any loss or corruption of or damage to data; or any loss or damage which was not a reasonably foreseeable result of either our breach of the Terms of Sale or our breach of our legal duty of care. Loss or damage is “reasonably foreseeable” if, at the time that we and you entered into the Terms of Sale, such loss was either contemplated by us and you or you notified us that the loss may occur if we breached the Terms of Sale or our legal duty of care.
12. GENERAL TERMS
a) These Terms of Sale are governed by English law and shall be construed accordingly, without prejudice to any other imperative provision of law more favourable to the customer applicable in the country of habitual residence of the customer. Any dispute will be submitted to the exclusive jurisdiction of the competent court of the place where the Consumer is domiciled or resident or, at the Consumer's choice, the courts of England and Wales.
b) If either you or we do not enforce or delay enforcing any of our rights under the Terms of Sale, this will not stop us from doing so at a later date.
c) If any provision of these Terms of Sale is not valid or legally enforceable, that term will be deleted and the remaining terms will not be affected.
d) No party other than you or us has any right to enforce any term of the Terms of Sal
13. SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS
These special terms, together with the Terms of Sale, apply to you and your purchase of Personalised Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
- No returns or exchanges are accepted for Personalised Products, unless the Personalised Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
- Personalised Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
- Personalised Products are shipped separately from other Products' orders.
- After you have placed your order, your credit card or your PayPal account will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently learn that we cannot supply the Personalised Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready, we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
- The payment method accepted for Personalised Products service is credit card.
TERMS OF SALE – ORDERS DELIVERED TO UAE (Updated on April 20th, 2020)
These Terms of Sale set out the terms and conditions that will apply to your purchase of Products through the Website or by telephone and delivered to the UAE. Please read these Terms of Sale carefully before placing an Order. By confirming that you have read and accepted these Terms of Sale when you submit an Order through the Website, you confirm your unconditional acceptance. For purchase of Products by telephone, the additional terms set out at the end of this document prevail to the extent of any conflict with the remainder of these Terms of Sale.
Your use of the Website is subject to our “Website Terms of Use” that you can consult in the Section “Legal” – “Terms of Use of our Website”
The purchase of Products on the Website is reserved solely for consumers. The term “Consumer” is to be understood as any physical person making purchases for purposes unrelated to their business, commercial artisanal or professional activity.
In these Terms of Sale “Loro Piana”, “we” and “us” means Cashmere Lifestyle Luxury Trading LLC, with registered offices in U-Bora Tower 2, unit 2002, Business Bay Plot No. 144, Dubai, United Arab Emirates, VAT number 100587967900003, Register Number at Government of Dubai n. 1297708 and “you” means you, our valued customer.
Capitalised terms used in these Terms of Sale shall have the meaning set forth in the “Definition” section of this document.
These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the supply of Products. No other terms and conditions shall apply. The contract can’t be modified unless we agree to vary it in writing or by email.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Website.
DEFINITIONS
In this document:“Contract” means the contract between you and us for the sale and purchase of Products, comprising your Order, our e-mail confirmation of our acceptance of your Order and these Terms of Sale
“Gift” means any Product that is purchased through the Website for delivery to a different recipient
“Products” means the products that we sell on the Website from time to time
"Loro Piana Store" means any Loro Piana store listed as available for returns on our Website
“Order” means an order for Products
“Order Processing Receipt” means the e-mail Loro Piana will send to you at the time your Order is received by Loro Piana
“Order Confirmation” means the e-mail Loro Piana will send to you at the time the Products are shipped confirming shipment of all or part of the ordered Products
“Delivery Receipt” means the delivery form listing the Products shipped. This form is sent along with the Products
"Terms of Sale" means these terms and conditions of sale
"Website" means our website located at www.loropiana.com
“Personalised Products” means the Products for which Loro Piana offers a service of personalisation
“Special Terms” means the special terms of sale for Personalised Products
1. ORDER AND ACCEPTANCE
To place an Order you must be 21 years of age or over. You will have to select the Products on the Website, select colour and size and add the items to your shopping bag.If you wish to proceed with the purchase, you may choose one of the following options:
- Website check-out option by clicking on “PROCEED TO CHECKOUT” button. In this case, you may proceed through the registration or the login into your personal account or you may proceed without any registration. Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ORDER AND PAY” button.
Each Order submitted constitutes an offer to purchase Products from us. Orders are subject to availability and acceptance by us and we may, at any time and at our sole discretion, refuse to accept your Order, including but not limited to cases where:
- you provided us with incorrect information, including without limitation, insufficient or incorrect payment details, incorrect billing information; insufficient or incorrect shipping address – in this regard, please note we do not ship Products to P.O. boxes; or fraudulent information;
- there is an error on the Website relating to the Products that you have ordered, for example an error relating to the price or description of the Products as displayed on our Website;
- the Products that you have ordered are no longer available through our Website;
- the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or- we believe that you are under the age of 21.
If we are unable to accept your Order, we will contact you at the e-mail address or telephone number that you have provided to us, as soon as possible within 30 days from the date of your Order.
After you have placed your Order through the Website, you will receive an Order Processing Receipt that is an e-mail from us confirming that your Order has been received by us and is being processed.
If you do not receive the Order Processing Receipt within 48 hours of placing the Order, contact us at the phone number +97 14 52 62 410 or by WhatsApp at +971 54 998 8562, or with live chat or by e-mail at customerservice.eu@loropiana.com before you try to place another Order for the same Products.
Please note that the Order Processing Receipt does not constitute acceptance of your Order. The acceptance of your Order and the charge of the amount on your credit card or other means of payment you have selected will take place only when we send you the Order Confirmation through which we inform you that your Order has been shipped. Together with the Order Confirmation you will receive as well an e-invoice for your Order. You hereby acknowledge and agree that we reserve the right to accept your Order in whole or in part; therefore, in the event of partial acceptance, your card will be debited and the Products will be shipped for the part of the Order that was accepted.
If you have any questions, comments or concerns regarding your Order, or if you think that your Order was rejected by us in error, please contact us at the contact details indicated under Section “CUSTOMER SERVICE” below.
2. PRODUCT AVAILABILITY
We will make all reasonable efforts to ensure that the prices and other information about Products displayed on the Website are accurate and up-to-date. However, the inclusion of any Products on our Website does not imply, warrant or guarantee that the Products will be available if you wish to place an Order to purchase them.We will have the right, at any time and without previous notice, to make changes to the information about Products displayed on the Website, including without limitation information about prices, description or the availability of Products. Changes will not however affect the price, availability or description of any Products for which you received the Order Confirmation.
3. GIFTS
You may purchase Products as a Gift and have it sent to a different recipient.Please note that you will be liable for providing the recipient’s personal data in compliance with any applicable privacy law. We invite you to consult our Privacy Policy on the Website before providing us with a third party’s personal data.
We will deliver the Gift to your recipient. You will receive the Order Confirmation from us when your Gift has been shipped to the recipient confirming that we have accepted your Order for the Gift and an e-invoice for your Order.
4. PRICES AND PAYMENTS
The prices of the Products are indicated on the Website and will be confirmed in the Order check-out page, in the Order Confirmation as well as in the e-invoice you receive after your purchase. We reserve the right to vary the price of our Products at any time, provided that we will not alter the price of any Product after we send you the Order Confirmation. Please be aware that prices charged for any Products purchased on the Website may vary to reflect local market pricing and applicable duties.All prices are inclusive of local VAT, as applicable. If you are connecting to the Website with a different country’s IP address from the one of the shipping destination, any applicable sales taxes, duties or local VAT may be calculated according to the value of your Order and your shipping destination and are itemized on the Order check-out page, in the Order Confirmation as well as in the e-mailed invoice. Shipping costs may also apply to your Order and will be indicated in the Order check-out page.
You may pay by credit card, bank wire transfer or payment on delivery as listed on our check-out page. Payment must be made in the currency as indicated on your Order before you submit it.
Please be advised that you may sustain some extra charges imposed by your credit card issuer or by your bank, for which we deny any responsibility.
Payment by credit card. You must supply your card details when you place your Order. We will place a “hold” on your payment card for the total value of your Order. If the “hold” on your card has been authorised by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until your credit card issuer has authorised the use of your card for payment of the Products ordered. If we do not receive such authorisation we will notify you. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation.
After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance is not immediately fully available to you for reasons beyond our control (eg: delays by your credit card issuer in removing the “hold” from your credit card).
Payment by wire transfer
In case of payment by wire transfer, the payment shall be made to the following bank account:
Account Name: CASHMERE LIFESTYLE LUXURY TRADING LLC
Account No.: 022-760409-001
Account Type: AED
Bank: HSBC Bank Middle East Limited
IBAN No.: AE870200000022760409-001
Swift Code: BBMEAEAD
You will be responsible for the payment of any charges applied by your bank to the transfer and/or to any currency exchange. Please note that we will only accept payments from bank accounts whose holder is the person placing the Order on the Website and who will then receive the e-invoice: therefore, you could be contacted by our Customer Service to have all necessary information in connection thereto. We will not accept your Order, neither we will supply the Products to you until we receive confirmation from our bank that the payment has been successfully credited on our bank account. We reserve the right to verify the identity of the bank account holder by requesting appropriate documentation.
We take all reasonable care to make the Website secure and to prevent frauds. All transactions on the Website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. Please note that we may, at any time and at our sole discretion, restrict shipping to certain customers and countries. If you wish to dispute the validity or amount of a charge that appears on your credit card statement, please contact us at customerservice.eu@loropiana.com or by phone +97 14 52 62 410, or by WhatsApp at +971 54 998 8562 or live chat.
Payment by Cash On Delivery ("COD")
Loro Piana accepts payment by COD through our courier partner, Time Express. To be eligible for this service, merchandise must be shipped to an address within the COD service area provided by Time Express.
The Time Express courier accepts cash payment for all orders with a total value up to 50,000 AED.
Orders paid with a credit/debit card on the Point of Sales ("POS") machine brought by Time Express on deliver will experience a surcharge of 3,5% of paid amount.
By signing the proof(s) of delivery provided by Time Express, you acknowledge that the amount charged and paid and the merchandise is correct. Please note all COD orders must be accepted or rejected in full. If you would only like a portion of the items ordered, you must first accept and pay for all of the items ordered and then follow our return process listed below.
Refunds for COD will be processed through wire transfer directly to the original purchaser’s bank account. For more details, please read the Return and Exchange Policy section below.
5. DELIVERY AND ORDER TRACKING
International shipping is available when ordering Products from the Website. You can view the countries to which we ship Products and from which we accept returns/exchanges directly on our Website.We will not deliver any Products unless or until payment has been authorized and/or credited on Loro Piana's bank account. When the Products have been delivered to our carrier we will send you the Order Confirmation.
Delivery will be processed by courier between 7 am to 9 pm (GST). Please be advised that shipping costs may apply to your Order and that our courier cannot deliver packages without receiving a signature and/or payment of applicable customs duties.
Same day delivery service is applicable exclusively to orders directed to Dubai and Abu Dhabi.
Same day delivery is available to all orders placed before 11 am at the same day.
For orders directed to all other UAE addresses next day delivery service will be applicable.
Next day delivery is available to all orders placed between 11 am and 5pm (GST) on the previous day.
We will make any reasonable effort to deliver the Products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is a best estimate only, and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery. You can track the progress of your Order by entering the tracking number provided in your Order Confirmation.
Products that we deliver to you will become your property at the time that you receive them. As soon as we have delivered the Products to you, you will become responsible for them and for any loss or damage to them thereafter.
Upon delivery of the Products, and before signing any document attesting delivery, you must carefully check the integrity of the package and, should the package be damaged or altered, you must write in the document attesting delivery or immediately by email writing to customerservice.eu@loropiana.com that you reserve the right to verify the content. Failure to do so may result in a liability for us, for which you might be held responsible.
6. RESALE / RESHIPPING OF OUR MERCHANDISE
The resale, rental or transfer for commercial or professional reasons of Products purchased on the Site is strictly forbidden. We reserve the right to refuse to accept your Order, if we suspect that you intend to resell our Products.7. HOW DO I RETURN/EXCHANGE AN ITEM?
The following policy applies only to Products purchased on our Website. We cannot accept returns/exchanges of Products purchased on other websites, in physical stores, or Products from countries where we do not ship merchandise directly.Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana’s Free Pick Up Service:
i. Items Purchased By You:
You may return or exchange the colour or size of any online purchase made by you, within 30 days after the Products are received. Each item can be exchanged or returned one time only. Please note we only accept exchanges for changing the colour or size of the same item already purchased. If you would like a different item, please return your purchase and place a new order.
Returning or exchanging purchased Products using our return service is free and can be done in 3 easy steps:
1. Please login to your Account. Under “Order History”, you can select the detail page for the relevant Order and indicate the items which you would like to return/exchange as well as the reason for the return or the new colour/size desired. You will receive a Return Authorization Number. Print this number directly from the site (alternatively if you do not have access to a printer, handwrite the Return Authorization Number on the line indicated in the Delivery Receipt that you received with the original shipment).
2. Place all items for return/exchange new, unused, and in perfect condition with all of the tags and labels attached in their original boxes and packaging along with the Return Authorization Number (printed or handwritten as per the above).
3. Attach the ESHOP URGENT sticker and the pre-addressed Time Express air way bill that you received with the original shipment to the outside of the box. Call Time Express directly or visit their website to schedule a free pick-up. Returns shipments using Time Express will be provided to you free of charge.
ii. Items You Received As A Gift:
Unfortunately, Gifts cannot be returned for a refund using our online process. Gifts can only be exchanged for a different size and/or color within 30 days after the Gift items are received. Each Gift item you receive can be exchanged one time only.
For a gift exchange please contact our customer service either by email customerservice.eu@loropiana.com or by phone at +97 14 52 62 410 or by WhatsApp at +971 54 998 8562 or by live chat to receive a Return Authorization Number and then follow the steps 2. to 3. listed in point i. above.
Please note that when the Products are returned to us, we will review them for quality control. If the Products are sent back in perfect conditions, new, unused, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the Products or reimburse the total amount paid minus original shipping costs to the credit card or the bank account used for the original purchase. If the payment for the original purchase was carried out with the COD service the reimbursement will be done by bank wire transfer. We will credit the refund to the credit card or the bank account that you used to pay for the Products within approximately thirty (30) days from the date that we receive the returned Products, save for possible delays of technical nature not attributable to us (e.g.: malfunctions of the credit card system).
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, are sent from countries where we do not ship directly or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/exchange and we will send the original Products back to you.
B. To Return or Exchange An Item In Our Stores
As an additional opportunity, Products purchased on our Website can be returned or exchanged in several Loro Piana Stores within 30 days after the Products are received. Each item can be exchanged or returned one time only. This policy applies both to online items purchased by you and online items you received as a Gift. To find the Loro Piana Store nearest you that accepts returns or exchanges of Products purchased online, please refer to the list on our Website (Section “Customer Service” – Returns & Exchanges”) or in the documentation your received with your original order.Returning or exchanging purchased Products in our store is free and can be done in 2 easy steps:
1. Bring the Products, in perfect condition, new, unused, and with all of the tags and labels attached, in their original packaging along with the Delivery Receipt that you received in the original shipment to a Loro Piana that accepts returns.
2. A store representative will check the Products to make sure that they are in perfect condition, new, unused, and with all of the tags and labels attached. If the Products comply with the standards stated in these Terms of Sale, then:
2.a. if you wish to exchange the Products, you will receive the same product in a different colour and/or size.
Please note that exchanges are only valid for the exact same product in a different colour or size, based on the availability in the store; or
2.b. If you wish to return the Products, you will be issued a gift certificate for the Products returned using the price applicable in the store. Please note that the price applicable in the store might be different from the price paid online (eg currency differences, shipping costs, etc.). Original shipping costs will not be refunded. The certificate will be valid for one year from the date of issue and must be used in the Loro Piana Store where it was issued. Please note that Loro Piana Stores cannot reimburse credit cards, PayPal accounts, bank accounts or give cash refunds.
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/change.
C. Return of damaged or faulty Products
You have the right to return Products for quality problems within the limits set forth by the law and these Terms of Sale – provided that we are notified of the quality problems within 2 months from discovery and that you have the Delivery Receipt that you received in the original shipment. This policy applies both to online items purchased by you and online items you received as a Gift. For returns related to quality concerns that occur within 30 days of Products being received, please follow the procedures outlined above under letters A. - point i. for Products purchased by you on our Website and point ii. for items you received as a Gift - or B. For returns after 30 days of Products being received, please contact our Customer Service at customerservice.eu@loropiana.com or by phone +97 14 52 62 410 or by WhatsApp at +971 54 998 8562 or by live chat.Please note that when the Products are returned for quality problems we will examine them. If the Products have quality problems we will repair them (if possible) or replace them with new Products. If we are unable to repair or replace the Products in a timely and satisfactory manner, then:
- for Products purchased by you on our Website, we will refund the price paid for the Products (along with the initial shipping costs and any costs borne by you to return the Products, provided you provide evidence thereof in writing) to the credit card, PayPal account or bank account used for the original purchase in accordance with the applicable regulations In case of payment by wire transfer received from a country outside the European Union or Switzerland, you will be contacted by our Customer Service to obtain all necessary information in connection thereto. You remain responsible for any charge applied by your bank;
- for items you received as a Gift, we cannot issue a refund and our Customer Service will contact you.
If we reasonably believe that the Products you have returned to us are not faulty/damaged and do not have quality problems, or have been damaged due to misuse or were shipped to us later than the above mentioned deadline, you will not be entitled to a refund and/or repair and/or exchange and we will return the original Products to you.
8. CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Website, the placement of an Order, the tracking of Products, the availability of Products, the login/registration process and any further information you may need in connection with the use of our Website and/or our Products. Our customer service is available in English language through WhatsApp 7 days a week between 11 am to 11 pm (GST) with the exception of holidays.Alternatively You can contact the Customer Service through call center and email during normal business hours from Monday to Friday between 11 am and 9pm or live chat.
If you need any information we invite you to refer to the “FAQ section” on our Website and if you are not satisfied you may contact us at the following email or by phone:
- WhatsApp (at +971 54 998 8562) (7 days a week between 11 am to 11 pm GST)
- Email: customerservice.eu@loropiana.com
- Phone (Monday through Friday between 11 am to 9 pm GST with the exception of holidays: +97 14 52 62 410
- Live chat
9. PERSONAL INFORMATION
When you place an Order through our Site, you will be providing us with your personal information. We will use your personal information to process your Order and deliver the Products ordered and for other limited purposes. Our collection and use of your personal information will be carried out subject to the terms of our Privacy Policy on the Website.10. OUR LIABILITY TO YOU
Nothing in these Terms of Sale will exclude or limit our liability to you for fraud, death or personal injury caused by our negligence, or any other liability as provided by the applicable laws.To the fullest extent possible pursuant to applicable law we will not be liable to you under the Contract for any loss of profit, loss of income, loss of business, loss of revenue or loss of goodwill; any loss or corruption of or damage to data; or any loss or damage which was not a reasonably foreseeable result of either our breach of the Contract or our breach of our legal duty of care. Loss or damage is “reasonably foreseeable” if, at the time that we and you entered into the Contract, such loss was either contemplated by us and you or you notified us that the loss may occur if we breached the Contract or our legal duty of care.
11. GENERAL TERMS
(a) The General Terms and Conditions of Sale hereof are governed by the laws of the Dubai International Financial Centre (DIFC) and shall be construed accordingly,.Any dispute will be submitted to the exclusive jurisdiction of the DIFC Courts.
(b) If either you or we do not enforce or delay enforcing any of our rights under the Contract, this will not stop us from doing so at a later state.
(c) If any provision of these Terms of Sale is not valid or legally enforceable, that term will be deleted and the remaining terms will not be affected.
(d) No party other than you or us has any right to enforce any term of the Contract
12. SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalised Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail- No returns or exchanges are accepted for Personalised Products, unless the Personalised Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
- Personalised Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
- Personalised Products are shipped separately from other Products’ orders.
- After you have placed your order, your credit card or your PayPal account will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently learn that we cannot supply the Personalised Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
- The payment methods accepted for Personalised Products service are credit cards.
13. ADDITIONAL TERMS OF SALE FOR TELEPHONE ORDERS
In case of telephone orders, the Website Terms of Sale will apply with the following modifications:- Orders and acceptance of orders will confirmed by telephone
- The only form of payments accepted: credit card and bank wire transfer
- To return or exchange an item please contact the Customer Service who will assist you on the necessary steps to be taken.
TERMS OF SALE – ORDERS DELIVERED TO US (Updated on May 8th, 2020)
These legal terms and conditions ("Terms of Sale"), as amended from time to time, apply to you and your purchase of any products from Loro Piana through the online store website located at www.loropiana.com (the "Site") that are shipped to any state within the United States of America, including Alaska and Hawaii ("United States" or U.S."). In these Terms of Sale “Loro Piana”, “we” “us”, or “our” means Loro Piana & C. Inc., and “you” or “your” means you, our valued customer.
Please read these Terms of Sale carefully before placing an order through the Site. These Terms of Sale are intended to supplement the Site's (i) Terms of Use (which can be viewed here https://us.loropiana.com/en/legal) which governs your use of the Site, and (ii) Privacy Policy (which can be viewed here https://us.loropiana.com/en/privacy-cookies), which describes how we use and process the information that we obtain in connection with your use of the Site and purchase of products through the Site.
By placing an order for products through the Site, you confirm that you have read the Terms of Sale in effect at the time of your order, and you agree to be bound by and accept the Terms of Sale in effect at the time of such order. All sales are expressly conditioned upon your agreement to these Terms of Sale.
After you place an order and it is accepted by us, we will send you an e-mail confirmation confirming shipment of all or part of the ordered products ("Order Confirmation"). These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the sale of such products. No other terms and conditions shall apply. The contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an order for products through the Site.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Site.
DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS SITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS SITE. LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE SITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.
THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS SITE. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
ORDER AND ACCEPTANCE
To place an order you must be at least 18 years of age and by placing an order, you represent that you are at least 18 years of age. To place an order, you will have to select the products on the Site you wish to purchase, select their colour and size, add the items to your shopping bag. If you wish to proceed with the purchase click on “PROCEED TO CHECKOUT” button.
If you wish to proceed with the purchase click on “PROCEED TO CHECKOUT” button.
You may proceed through the registration or the login into your personal account (in this case, you are responsible for maintaining the confidentiality of your password and restricting access to your password and account. You agree to accept responsibility for all purchases and activities that occur under your account) or you may proceed without any registration.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ODER AND PAY” button.
Your placement of an order does not necessarily assure that we will accept your order. Orders are subject to acceptance by us and we may, at any time and at our sole discretion, refuse to accept your order, including but not limited to cases where:
1. you provided us with incorrect or false information, including without limitation, insufficient or incorrect payment or billing information, or insufficient or incorrect shipping address (in this regard, please note we do not ship products to P.O. boxes);
2. there is an error on the Site relating to the products that you have ordered, for example an error relating to the price or description of the products as displayed on our Site;
3. the products that you have ordered are no longer available through our Site;
4. the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or
5. we believe that you are under the age of 18.
If we do not accept your order, we will contact you at the e-mail address or telephone number that you provided to us within thirty (30) days from the date of your order. If you place an order by telephone you must register with the Site during the call and provide us with an e-mail address.
After we have received the order that you have placed through the Site or by telephone, you will receive an e-mail from us confirming that your order has been received by us and is being processed ("Order Processing Receipt"). If you do not receive an Order Processing Receipt within 48 hours of placing the order, contact us at (212) 652-1650 or toll free at (855) 481-9100 or by e-mail at customer.service@loropiana.us before you try to place another order for the same products.
Please note that the Order Processing Receipt reflects the processing of your order and it does not necessarily constitute acceptance of your order. Your order will be accepted by us and your credit card will be charged at the time we ship the products you ordered, at which time we will send you an Order Confirmation and an electronic invoice ("e-invoice") for your order. You hereby acknowledge and agree that we reserve the right to accept your order in whole or in part; therefore, in the event of partial acceptance, your card will be charged and the products will be shipped for the part of the order that was accepted.
If you have any questions, comments or concerns regarding your order, or if you think that your order was rejected by us in error, please contact us using the contact information provided under the section titled “CUSTOMER SERVICE” below.
PRODUCT AVAILABILITY
While we use reasonable efforts to maintain accurate pricing, availability, and other information about products displayed on the Site, such information does not warrant or guarantee that the products will be available if you wish to place an order to purchase them.
We have the right, at any time, to make changes to the information about products displayed on the Site, including without limitation information about prices, description or the availability of products and we may do so without prior notice to you. Changes will not, however, impact the price, availability or description of any products for which you received an Order Confirmation.
GIFTS
You may purchase products for delivery to a recipient other than yourself (a "Gift").
Please note that it is your responsibility to provide the recipient’s personal data in compliance with all applicable privacy laws.
If we accept your order, you will receive an Order Confirmation from us at the time we ship your Gift to the recipient, and an e-invoice for your order.
PRICES AND PAYMENTS
All prices for products are displayed on the Site and will be confirmed in the order check-out page, in the Order Confirmation, and in the e-invoice you receive after we accept your order.
We reserve the right to vary the price of our products at any time, provided that we will not alter the price of any products after we send you the Order Confirmation. Please be aware that prices charged for any products purchased on the Site may vary to reflect local market pricing and applicable duties.
Any taxes and duties are not included and are calculated according to the value of your order and your shipping destination. If you placed your order from an Internet Protocol address originating in the United States, any such taxes and duties will be itemized on the order check-out page, the Order Confirmation, and the e-mailed invoice. However, if you placed your order from an Internet Protocol address outside of the United States, any such taxes and duties – along with a possible handling surcharge - will be bundled on the order check-out page and the Order Confirmation, and will be itemized only on the e-mailed invoice.
All shipping charges are your responsibility, unless waived by Loro Piana. Shipping charges will be calculated and displayed on the Site prior to finalizing your order. Shipping charges are subject to change without notice.
Loro Piana accepts payment only using the credit cards listed on our check-out page. All transactions on the Site are processed using a secure online payment gateway that encrypts your card details in a secure host environment. By submitting your order, you represent and warrant that you are authorized to use the designated credit card and authorize us to charge your order (including taxes, shipping and handling) to that card. If the card cannot be verified or is invalid or is otherwise not acceptable, your order may be suspended or cancelled automatically.
You must supply your card details when you place your order. We will place a “hold” on your payment card for the total value of your order. If the “hold” on your card has been authorized by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the products are shipped to you. We will not accept your order or ship the products to you until your credit card issuer has authorized the use of your card for payment of the products ordered. If we do not receive such authorization we will notify you by e-mail. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation. After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance will not immediately be fully available to you for reasons beyond our control (e.g., delays by your credit card issuer in removing the “hold” from your credit card).
Please note that Loro Piana is not responsible for any fees imposed by your credit card company, such as currency conversion fees.
If you intend to dispute the validity or amount of any charge that appears on your credit card statement with your credit card company, we encourage you to first contact our customer service department to determine if we can address any concerns that you may have.
DELIVERY AND ORDER TRACKING
We will not deliver any products unless and until payment has been authorized and debited. When the products have been consigned to our carrier, we will send you the Order Confirmation.
Delivery will be made by courier during normal business hours. Please be advised that delivery charges may apply to your order and that our courier cannot deliver packages without receiving a signature.
We will make any reasonable efforts to deliver the products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is an estimate only, and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery. You can track the progress of your order by entering the tracking number directly into our carrier’s website.
Risk of loss to products shall pass to you upon delivery of such products. Title to products shall pass from Loro Piana to you upon the later of (i) the date of delivery of such products, or (ii) the date on which we receive payment in full for such products. As soon as we have delivered the products to you, you will become responsible for them, and for any loss or damage to them thereafter. Upon delivery of the products, and before signing any document attesting delivery, you must carefully check the integrity of the package.
RESALE / RESHIPPING OF OUR MERCHANDISE
You must not misrepresent yourself as being one of our authorized resellers or as being qualified to resell our products. We reserve the right to refuse to accept your order, if we suspect that you intend to resell our products.
RETURN AND EXCHANGE POLICY
The following policy applies only to products shipped to any state within the U.S., including Alaska and Hawaii, that are purchased from the U.S. Loro Piana entity. These terms do not apply if such products were purchased (i) for shipment to any other jurisdiction, (ii) at a physical store location (including, without limitation, any Loro Piana store), or (iii) through other websites. We will not accept returns/exchanges of products purchased through such other means.
Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana’s Free Pick Up Service:
1. Items Purchased By You:
You may return for a refund or exchange any items purchased through the Site for any reason within 30 days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased. If you would like a different item, please return your purchase for a refund and place a new order.
Returning or exchanging purchased products using our return service is free and can be done in 3 easy steps:
a. Login to your Account. Under “Order History”, you can select the detail page for the relevant order and indicate the items which you would like to return/exchange as well as the reason for the return or the new color/size desired. You will receive a Return Authorization Number ("RAN"). Print the RAN directly from the site (alternatively, if you do not have access to a printer, handwrite the RAN on the line indicated in the delivery form that you received with the original shipment ("Delivery Receipt")).
b. Place all items for return/exchange new, unaltered, unused, and in the same condition in which you received the item, with all of the tags and labels attached in their original boxes and packaging along with the RAN (printed or handwritten as per the above).
c. Attach the ESHOP URGENT sticker and the pre-addressed FedEx air way bill that you received with the original shipment to the outside of the box. Call FedEx directly or visit their website to schedule a free pick up. Return shipments using FedEx will be provided to you free of charge.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). HOWEVER, WE CANNOT REFUND YOU THE ORIGINAL SHIPPING FEES YOU PAID, ANY APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
2. Items Received As A Gift:
You may return or exchange any items received as a Gift for any reason within 30 days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased.
For a Gift return or exchange you should contact our customer service either by email at customer.service@loropiana.us or by phone at (212) 652-1650 or toll free at (855) 481-9100 to receive a RAN and then follow the steps A(1)(b)-(c) above.
IF YOU RETURN AN ITEM, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). WE CANNOT REFUND THE ORIGINAL SHIPPING FEES, ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when the products (whether purchased by You or received as a Gift) are returned to us, we will review them for quality control. If the products are sent back in their original, new, unaltered and unused condition, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the products or reimburse the total amount paid and applicable taxes minus original shipping and handling costs (including any taxes associated with such charges) to the card used for the original purchase. We will credit the refund to the card used to pay for the products within approximately thirty (30) days from the date that we receive the returned products, save for possible delays of technical nature not attributable to us (e.g., malfunctions of the credit card system).
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange and we may send the original products back to you.
B. To Exchange An Item In Our Stores
Products purchased on our Site, including products received as Gifts, (i) can be exchanged by the recipient at select Loro Piana stores that are listed as available for returns on our Site ("Loro Piana Stores"), or (ii) can be returned for a store credit, which is only valid in the Loro Piana Store where such store credit is issued. Both options are available up to 30 days after the products are received. PLEASE NOTE THAT LORO PIANA STORES CANNOT OFFER A REFUND FOR ITEMS PURCHASED THROUGH THE SITE. TO RECEIVE A REFUND, PLEASE USE THE PROCESS DESCRIBED IN SECTION A (ABOVE).
Please note we only accept exchanges for changing the color or size of the same item already purchased.
To find the Loro Piana Store nearest you that accepts returns or exchanges of products purchased online, please refer to the list on our Site under “Customer Service – Returns & Exchanges” section or in the documentation you received with your original order.
Returning or exchanging purchased products in our store is free and can be done in 2 easy steps:
1. Bring the products, in their original, new, unaltered, unused condition, and with all of the tags and labels attached, in their original packaging along with the Delivery Receipt and e-invoice that you received in the original shipment to a Loro Piana Store that accepts returns.
2. A store representative will check the products to make sure that they are in acceptable condition, new, unaltered, unused, and with all of the tags and labels attached. If the products comply with the standards stated in these Terms of Sale, then:
a. If you wish to exchange the products, you will receive the same product in a different color and/or size. Please note that exchanges are only valid for the exact same product in a different color or size, based on availability in the store; or
b. If you wish to return the products, you will be issued a store credit for price paid for the product and applicable taxes (excluding any taxes that may have been assessed on shipping and handling). The store credit will be valid for one year from the date of issue (except where prohibited by applicable law) and must be used in the Loro Piana Store where it was issued. PLEASE NOTE THAT THE ORIGINAL SHIPPING FEES YOU PAID, APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES, WILL NOT BE TAKEN INTO CONSIDERATION FOR THE CALCULATION OF THE VALUE OF THE STORE CREDIT.
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange.
CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Site, the placement of an order, the tracking of products, the availability of products, the login/registration process and any further information you may need in connection with the use of our Site and/or our products. Our customer service is available in English Monday through Friday between the hours of 9:00 AM to 6:00 PM Eastern Time with the exception of holidays.
If you need any information we invite you to refer to the “FAQ section” on our Site and if you are not satisfied you may contact us by email (customer.service@loropiana.us) or by phone ((212) 652-1650 or toll free at (855) 481-9100).
GOVERNING LAW; VENUE
These Terms of Sale, and any disputes arising out of or relating to these Terms of Sale, shall be governed by the laws of the State of New York, USA, without giving effect to its conflicts of law principles and excluding the U.N. Convention on the International Sale of Goods. All legal proceedings arising out of or in connection with these Terms shall be brought exclusively in the City of New York, State of New York.
GENERAL TERMS
If we fail, at any time during the term of our contract, to insist upon strict performance of any of your obligations under the contract or any of these Terms of Sale, or if we fail to exercise any of the rights or remedies to which we are entitled pursuant to the Terms of Sale, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these Terms shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing
If any provision of these Terms of Sale is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision will be separable from the remainder of the provisions hereof which will continue in full force and effect as if these Terms of Sale had been executed with the invalid provisions eliminated.
Nothing in these Terms of Sale, express or implied, is intended to confer rights, benefits, remedies, obligations or liabilities on any person other than you and Loro Piana (and its respective successors or permitted assigns).
SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS (“Special Terms”)
For certain products Loro Piana offers a service of personalization (“Personalized Products”).
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalized Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
1. No returns or exchanges are accepted for Personalized Products, unless the Personalized Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
2. Personalized Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
3. Personalized Products are shipped separately from other products’ orders.
4. After you have placed your order, your credit card will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently learn that we cannot supply the Personalized Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
TERMS OF SALE – ORDERS DELIVERED TO MAINLAND CHINA (Updated on May 8th, 2020)
These legal terms and conditions ("Terms of Sale"), as amended from time to time, apply to you and your purchase of any products from Loro Piana through the online store website located at www.loropiana.com (the "Site") that are shipped to any province or municipality within the People's Republic of China ("China" or "PRC") excluding Hong Kong and Macau. In these Terms of Sale “Loro Piana”, “we” “us”, or “our” means Loro Piana (Shanghai) Commercial Co. Ltd., and “you” or “your” means you, our valued customer.
Please read these Terms of Sale carefully before placing an order through the Site. These Terms of Sale are intended to supplement the Site's (i) Terms of Use (which can be viewed here https://cn.loropiana.com/en/legal) which governs your use of the Site, and (ii) Privacy Policy (which can be viewed here https://cn.loropiana.com/en/privacy-cookies), which describes how we use, process and transfer the information that we obtain in connection with your use of the Site and purchase of products through the Site.
By placing an order for products through the Site, you confirm that you have read the Terms of Sale in effect at the time of your order, and you agree to be bound by and accept the Terms of Sale in effect at the time of such order. All sales are expressly conditioned upon your agreement to these Terms of Sale.
After you place an order and it is accepted by us, we will send you an e-mail confirmation confirming shipment of all or part of the ordered products ("Order Confirmation"). These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the sale of such products. No other terms and conditions shall apply. The contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an order for products through the Site.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Site.
DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS SITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS SITE. LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE SITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.
THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS SITE.
NOTHING IN THESE TERMS OF SALE LIMITS OR EXCLUDES LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED BY LAW.
ORDER AND ACCEPTANCE
To place an order you must be at least 18 years of age and by placing an order you represent that you are at least 18 years of age. To place an order, you will have to select the products on the Site you wish to purchase, select their color and size, add the items to your shopping bag, check out, and click on the “SUBMIT ORDER AND PAY” button. Before completing the check-out procedure you will be requested either to register for, or log into, your personal account. You are responsible for maintaining the confidentiality of your password and restricting access to your password and account. You agree to accept responsibility for all purchases and activities that occur under your account.
Your placement of an order does not necessarily assure that we will accept your order. Orders are subject to acceptance by us and we may, at any time and at our sole discretion, refuse to accept your order, including but not limited to cases where:
1. you provided us with incorrect or false information, including without limitation, insufficient or incorrect payment or billing information, or insufficient or incorrect shipping address (in this regard, please note we do not ship products to P.O. boxes);
2. there is an error on the Site relating to the products that you have ordered, for example an error relating to the price or description of the products as displayed on our Site;
3. the products that you have ordered are no longer available through our Site;
4. the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or
5. we believe that you are under the age of 18.
If we do not accept your order, we will contact you at the e-mail address or telephone number that you provided to us within thirty (30) days from the date of your order. If you place an order by telephone you must register with the Site during the call and provide us with an e-mail address.
After we have received the order that you have placed through the Site or by telephone, you will receive an e-mail from us confirming that your order has been received by us and is being processed ("Order Processing Receipt"). If you do not receive an Order Processing Receipt within 48 hours of placing the order, contact us by phone at +86 (0)21 52986377 or toll free at 4008 568 580 or by e-mail at customerservice.cn@loropiana.com before you try to place another order for the same products.
Please note that the Order Processing Receipt reflects the processing of your order. Although the amount will be immediately charged (if you choose to make your payment by Alipay or WeChat Pay), it does not necessarily constitute acceptance of your order. Your order will be accepted by us at the time we ship or deliver the products you ordered, at which time we will send you an Order Confirmation and an electronic invoice ("e-invoice") for your order. You hereby acknowledge and agree that we reserve the right to accept your order in whole or in part; therefore, in the event of partial acceptance and you have chosen to make your payment with Alipay or WeChat Pay will be initially charged and then refunded for the part of the order that was not accepted.
If you have any questions, comments or concerns regarding your order, or if you think that your order was rejected by us in error, please contact us using the contact information provided under the section titled “CUSTOMER SERVICE” below.
PRODUCT AVAILABILITY
While we use reasonable efforts to maintain accurate pricing, availability, and other information about products displayed on the Site, such information does not warrant or guarantee that the products will be available if you wish to place an order to purchase them.
We have the right, at any time, to make changes to the information about products displayed on the Site, including without limitation information about prices, description or the availability of products and we may do so without prior notice to you. Changes will not, however, impact the price, availability or description of any products for which you received an Order Confirmation.
GIFTS
You may purchase products for delivery to a recipient other than yourself (a "Gift").
Please note that it is your responsibility to provide the recipient’s personal data in compliance with all applicable privacy laws.
If we accept your order, you will receive an Order Confirmation from us at the time we ship your Gift to the recipient, and an e-invoice for your order.
PRICES AND PAYMENTS
All prices for products are displayed on the Site and will be confirmed in the order check-out page, in the Order Confirmation, and in the e-invoice you receive after we accept your order.
We reserve the right to vary the price of our products at any time, provided that we will not alter the price of any products after we send you the Order Confirmation. Please be aware that prices charged for any products purchased on the Site may vary to reflect local market pricing and applicable duties.
All prices except for Japan and the USA pricelists are inclusive of VAT, as applicable. An additional 20% fee inclusive of any applicable sales taxes shall apply only for sales to users connecting to the Site with Japan or USA IP addresses. Any other taxes and duties are not included and are calculated according to the value of your Order and your shipping destination and are listed on the Order check-out page, in the Order Confirmation as well as in the e-mailed invoice.
All shipping charges are your responsibility, unless waived by Loro Piana. Shipping charges will be calculated and displayed on the Site prior to finalizing your order. Shipping charges are subject to change without notice.
A. Alipay Payment
Should You choose Alipay as payment method, You will be redirected to the Alipay website where the payment will be carried out following the procedure envisaged and regulated by Alipay and the contract terms and conditions as agreed between You and Alipay. You will then be returned to the Site once the payment is completed.
The data entered on the Alipay website will be handled directly by Alipay and will not be sent to or shared with Loro Piana. Loro Piana therefore has no knowledge of and cannot record in any way the details of the credit card connected to Your Alipay account or any other payment instrument connected to said account.
In the event of payment via Alipay, the total amount due will be debited by Alipay to You at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to Your Alipay account or to the same credit/debit card that You used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Alipay and the banking system. Once the credit order in favour of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting You with the refund. To contest these cases You must contact Alipay directly.
B. WeChat Pay
If you have installed the WeChat app and activated the WeChat Pay option, you may choose such payment method.
If You choose WeChat Pay as an option, a QR code will be displayed and You will need to scan such QR code with the WeChat app and authorize the payment.
In the event of payment via WeChat Pay, the total amount due will be debited by WeChat Pay to You at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to Your WeChat Pay account that You used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on WeChat and the banking system. Once the credit order in favour of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting You with the refund. To contest these cases You must contact WeChat directly.
C. Cash On Delivery ("COD")
Loro Piana accepts payment by COD through our courier partner, Federal Express (China) Company Limited ("FedEx"). To be eligible for this service, merchandise must be shipped to an address within the COD service area provided by FedEx.
The FedEx courier accepts cash payment for all orders with a total value up to 10,000 RMB. Orders with a total value greater than 10,000 RMB may only be paid for with a China Union Pay credit/debit card on the Point Of Sales ("POS") machine brought by FedEx on delivery, or directly at the nearest FedEx service center where either a China Union Pay credit/debit card or cash is accepted.
The customer has the right to inspect the package in the presence of the FedEx courier before completing the payment process. By signing the proof(s) of delivery provided by FedEx, you acknowledge that the amount charged and paid and the merchandise is correct. Please note all COD orders must be accepted or rejected in full. If you would only like a portion of the items ordered, you must first accept and pay for all of the items ordered and then follow our return process listed below.
Refunds for COD will be processed through wire transfer directly to the original purchaser’s bank account. For more details, please read the Return and Exchange Policy section below.
DELIVERY AND ORDER TRACKING
When the products have been consigned to our carrier, we will send you the Order Confirmation with the tracking number for your package.
Delivery will be made by courier during normal business hours. Please be advised that delivery charges may apply to your order and that our courier cannot deliver packages without receiving a signature.
We will make any reasonable efforts to deliver the products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is an estimate only, and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery. You can track the progress of your order by entering the tracking number directly into our carrier’s website.
Risk of loss to products shall pass to you upon delivery of such products. Title to products shall pass from Loro Piana to you upon the later of (i) the date and (if available) time of delivery of such products, or (ii) the date and (if available) time at which we receive payment in full for such products. As soon as we have delivered the products to you, you will become responsible for them, and for any loss or damage to them thereafter. Upon delivery of the products, and before signing any document attesting delivery, you must carefully check the integrity of the package. If the external packaging or the merchandise is damaged at time of delivery, please reject the package and note in the proof(s) of delivery the damage. By signing the proof(s) of delivery, you acknowledge that the merchandise and the amount paid is correct.
RESALE / RESHIPPING OF OUR MERCHANDISE
You must not misrepresent yourself as being one of our authorized resellers or as being qualified to resell our products. We reserve the right to refuse to accept your order, if we suspect that you intend to resell our products.
RETURN AND EXCHANGE POLICY
The following policy applies only to products shipped to any city or municipality within the PRC, excluding Hong Kong and Macau, that are purchased from Loro Piana. These terms do not apply if such products were purchased (i) for shipment to any other jurisdiction, (ii) at a physical store location (including, without limitation, any Loro Piana store), or (iii) through other websites. We will not accept returns/exchanges of products purchased through such other means.
Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana’s Free Pick Up Service:
1. Items Purchased By You:
You may return for a refund or exchange any items purchased through the Site for any reason within seven (7) days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased. If you would like a different item, please return your purchase for a refund and place a new order.
Returning or exchanging purchased products using our return service is free and can be done in 3 easy steps:
a. Login to your Account. Under “Order History”, you can select the detail page for the relevant order and indicate the items which you would like to return/exchange as well as the reason for the return or the new color/size desired. You will receive a Return Authorization Number ("RAN"). Print the RAN directly from the Site (alternatively, if you do not have access to a printer, handwrite the RAN on the line indicated in the delivery form that you received with the original shipment ("Delivery Receipt")).
b. Place all items for return/exchange, in their new, unused, and the same condition in which you received the items, with all of the tags and labels attached in their original boxes and packaging along with the RAN (printed or handwritten as per the above).
c. Attach the ESHOP URGENT sticker and the pre-addressed FedEx air way bill that you received with the original shipment to the outside of the box. Contact FedEx directly to schedule a pick up. Return shipments using FedEx will be provided to you free of charge.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT. WE CANNOT REFUND YOU THE ORIGINAL SHIPPING FEES YOU PAID, ANY APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
2. Items Received As A Gift:
You may return or exchange any items received as a Gift for any reason within seven (7) days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased.
For a Gift return or exchange you should contact our customer service either by email at customerservice.cn@loropiana.com or +86 (0)21 52986377 or toll free at 4008 568 580 to receive a RAN and then follow the steps A (1) (b)-(c) above.
IF YOU RETURN A GIFT, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT. WE CANNOT REFUND THE ORIGINAL SHIPPING FEES, ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
3. Items Purchased Using COD
You may return or exchange any items purchased using COD for any reason within seven (7) days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased.
For a COD return or exchange you should contact our customer service either by email at customerservice.cn@loropiana.com or by phone at +86 (0)21 52986377 or toll free at 4008 568 580 to receive a RAN and then follow the steps A(1)(b)-(c) above.
The customer service will require your bank details to process the refund through wire transfer. If you paid by card, the bank details must match the details of the card originally used for the purchase.
IF YOU RETURN AN ITEM, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT. WE CANNOT REFUND THE ORIGINAL SHIPPING FEES, ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when the products (whether purchased by You, received as a Gift, or purchased using the COD service) are returned to us, we will review them for quality control. If the products are sent back in their original, new, and unused condition, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the products or refund the total amount paid minus original shipping and handling costs (including any taxes associated with such charges) to the card or the bank account used for the original purchase. We will credit the refund within approximately one hundred and eighty (180) days from the date that we receive the returned products, save for possible delays of technical nature not attributable to us (e.g., malfunctions of the credit card system).
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange and we may send the original products back to you.
ALTERATIONS
The alteration service offers size fitting to customers. For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, product personalization, customization and repair are not considered an alteration.
You can bring any items you have purchased online in one of Loro Piana Directly Operated Stores located in the country where the items were shipped for basic alterations. Alterations are provided free of charge within six (6) months after the items are purchased. Please bring a copy of the Receipt, as well as the item to be altered. The timing of alterations depends on the services requested, the number of items to be altered, and the availability of the staff at each store.
TAX RECEIPT
A tax receipt can only be issued between 10 and 60 days after the products have been received by you. To request a tax receipt, please contact the customer service by email at customerservice.cn@loropiana.com or by phone at +86 (0)21 52986377 or toll free at 4008 568 580.
CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Site, the placement of an order, the tracking of products, the availability of products, the login/registration process and any further information you may need in connection with the use of our Site and/or our products. Our customer service is available in Mandarin and English Monday through Friday between the hours of 9:30 AM to 6:30 PM with the exception of public holidays.
If you need any information we invite you to refer to the “FAQ section” on our Site and if you are not satisfied you may contact us by email at customerservice.cn@loropiana.com or by phone at +86 (0)21 52986377 or toll free at 4008 568 580.
GOVERNING LAW; VENUE
These Terms of Sale, and any disputes arising out of or relating to these Terms of Sale, shall be governed by the laws of the PRC, without giving effect to its conflicts of law principles and excluding the U.N. Convention on the International Sale of Goods. All disputes arising out of or in connection with these Terms of Sale, including any dispute regarding the existence, validity or termination of these Terms of Sale, shall be referred and submitted to China International Economic and Trade Arbitration Commission ("CIETAC") and finally settled by arbitration in accordance with the arbitration rules of CIETAC then in force, as modified by the following provisions of this clause. The arbitration shall be conducted in Beijing, PRC. There shall be one (1) arbitrator who shall be jointly appointed by the parties. In the event no agreement is reached, the Chairman of CIETAC shall appoint the arbitrator. The arbitration award shall be final and binding on the parties, and the parties agree to be bound thereby and to act accordingly. The costs of arbitration shall be borne by the parties in equal parts during the course of the arbitration and until otherwise decided by the arbitrator.
GENERAL TERMS
If we fail, at any time during the term of our contract, to insist upon strict performance of any of your obligations under the contract or any of these Terms of Sale, or if we fail to exercise any of the rights or remedies to which we are entitled pursuant to the Terms of Sale, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these Terms of Sale shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing.
If any provision of these Terms of Sale is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision will be separable from the remainder of the provisions hereof which will continue in full force and effect as if these Terms of Sale had been executed with the invalid provisions eliminated.
Nothing in these Terms of Sale, express or implied, is intended to confer rights, benefits, remedies, obligations or liabilities on any person other than you and Loro Piana (and its respective successors or permitted assigns).
SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS (“Special Terms”)
For certain products Loro Piana offers a service of personalization (“Personalised Products”).
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalised Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
1. No returns or exchanges are accepted for Personalised Products, unless the Personalised Products are damaged or faulty. However, you may cancel your order within three (3) days after you have placed your order on the Site. In such case, we will refund your purchase in full.
2. Personalised Products may be delivered in a time slot indicated on our Site. Delivery terms are merely indicative and may vary according to the personalization requested.
3. Personalised Products are shipped separately from other products’ orders.
4. After you have placed your order, your Alipay account will be debited for the total amount of your order and you will receive an e-mail from us confirming that your order has been received by us and is being processed (“Order Processing Receipt”). Please note that the Order Processing Receipt reflects the processing of your order. Although your Alipay Account will be debited, it does not necessarily constitute acceptance of your order. You hereby acknowledge and agree that there may be occasions in which we won’t be able to supply the Personalised Products you have ordered; therefore in such event we will refund the full amount initially charged on your Alipay Account. Your order will be accepted by us at the time we ship the Personalised Products you ordered, at which time we will send you an Order Confirmation and an electronic invoice ("e-invoice") for your order.
5. The payment methods accepted for Personalised Products service are Alipay and WeChat Pay
TERMS OF SALE – ORDERS DELIVERED TO JAPAN (Update on May 8th 2020)
These legal terms and conditions ("Terms of Sale"), as amended from time to time, apply to you and your purchase of any products from Loro Piana through the online store website located at www.loropiana.com (the "Site") that are shipped to Japan ("Japan"). In these Terms of Sale “Loro Piana”, “we” “us”, or “our” means Loro Piana Japan Co., Ltd., and “you” or “your” means you, our valued customer.
Please read these Terms of Sale carefully before placing an order through the Site.
These Terms of Sale are intended to supplement the Site's (i) Terms of Use (which can be viewed here https://jp.loropiana.com/en/legal ) , which governs your use of the Site, and (ii) Privacy Policy (which can be viewed here https://jp.loropiana.com/en/privacy-cookies ), which describes how we use and process the information that we obtain in connection with your use of the Site and purchase of products through the Site.
By placing an order for products through the Site, you confirm that you have read the Terms of Sale in effect at the time of your order, and you agree to be bound by and accept the Terms of Sale in effect at the time of such order. All sales are expressly conditioned upon your agreement to these Terms of Sale.
After you place an order and it is accepted by us, we will send you an e-mail confirmation confirming shipment of all or part of the ordered products ("Order Confirmation"). These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the sale of such products. No other terms and conditions shall apply. The contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an order for products through the Site.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Site.
DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS SITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS SITE. LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE SITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS SITE. NOTHING IN THESE TERMS OF SALE LIMITS OR EXCLUDES LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED BY LAW
ORDER AND ACCEPTANCE
To place an order you must be at least 20 years of age and by placing an order you represent that you are at least 20 years of age. To place an order, you will have to select the products on the Site you wish to purchase, select their color and size, add the items to your shopping bag.If you wish to proceed with the purchase click on “PROCEED TO CHECKOUT” button.
You may proceed through the registration or the login into your personal account (in this case you are responsible for maintaining the confidentiality of your password and restricting access to your password and account. You agree to accept responsibility for all purchases and activities that occur under your account) or you may proceed without any registration.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout you will click on the “SUBMIT ODER AND PAY” button.
Your placement of an order does not necessarily assure that we will accept your order. Orders are subject to acceptance by us and we may, at any time and at our sole discretion, refuse to accept your order, including but not limited to cases where:
1 - you provided us with incorrect or false information, including without limitation, insufficient or incorrect payment or billing information, or insufficient or incorrect shipping address (in this regard, please note we do not ship products to P.O. boxes);
2 - there is an error on the Site relating to the products that you have ordered, for example an error relating to the price or description of the products as displayed on our Site;
3 - the products that you have ordered are no longer available through our Site;
4 - the amount of the proposed transaction is excessively high, based on our case-by-case evaluation, and subject to our discretion; or
5 - we believe that you are under the age of 20.
If we do not accept your order, we will contact you at the e-mail address or telephone number that you provided to us within thirty (30) days from the date of your order.
After we have received the order that you have placed through the Site, you will receive an e-mail from us confirming that your order has been received by us and is being processed ("Order Processing Receipt"). If you do not receive an Order Processing Receipt within 48 hours of placing the order, contact us at + 81 (0)3-6228-5077 or by e-mail at customerservice.jp@loropiana.com before you try to place another order for the same products.
Please note that the Order Processing Receipt reflects the processing of your order and it does not necessarily constitute acceptance of your order. Your order will be accepted by us and your credit card will be charged at the time we ship the products you ordered, at which time we will send you an Order Confirmation and an electronic invoice ("e-invoice") for your order. You hereby acknowledge and agree that we reserve the right to accept your order in whole or in part; therefore, in the event of partial acceptance, your card will be charged and the products will be shipped for the part of the order that was accepted.
If you have any questions, comments or concerns regarding your order, or if you think that your order was rejected by us in error, please contact us using the contact information provided under the section titled “CUSTOMER SERVICE” below.
PRODUCT AVAILABILITY
While we use reasonable efforts to maintain accurate pricing, availability, and other information about products displayed on the Site, such information does not warrant or guarantee that the products will be available if you wish to place an order to purchase them.We have the right, at any time, to make changes to the information about products displayed on the Site, including without limitation information about prices, description or the availability of products and we may do so without prior notice to you. Changes will not, however, impact the price, availability or description of any products for which you received an Order Confirmation.
GIFTS
You may purchase products for delivery to a recipient other than yourself (a "Gift").Please note that it is your responsibility to provide the recipient’s personal data in compliance with all applicable privacy laws.
If we accept your order, you will receive an Order Confirmation from us at the time we ship your Gift to the recipient, and an e-invoice for your order.
These legal terms and conditions ("Terms of Sale"), as amended from time to time, apply to you and your purchase of any products from Loro Piana through the online store website located at www.loropiana.com (the "Site") that are shipped to Japan ("Japan"). In these Terms of Sale “Loro Piana”, “we” “us”, or “our” means Loro Piana Japan Co., Ltd., and “you” or “your” means you, our valued customer.
Please read these Terms of Sale carefully before placing an order through the Site.
These Terms of Sale are intended to supplement the Site's (i) Terms of Use (which can be viewed here https://jp.loropiana.com/en/legal ) , which governs your use of the Site, and (ii) Privacy Policy (which can be viewed here https://jp.loropiana.com/en/privacy-cookies ), which describes how we use and process the information that we obtain in connection with your use of the Site and purchase of products through the Site.
By placing an order for products through the Site, you confirm that you have read the Terms of Sale in effect at the time of your order, and you agree to be bound by and accept the Terms of Sale in effect at the time of such order. All sales are expressly conditioned upon your agreement to these Terms of Sale.
After you place an order and it is accepted by us, we will send you an e-mail confirmation confirming shipment of all or part of the ordered products ("Order Confirmation"). These Terms of Sale along with your Order Confirmation constitute the contract between us and you for the sale of such products. No other terms and conditions shall apply. The contract cannot be modified by you unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation. If you do not agree to changes to these Terms of Sale, you must not place an order for products through the Site.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Site.
DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS SITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS SITE. LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE SITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT (INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS SITE. NOTHING IN THESE TERMS OF SALE LIMITS OR EXCLUDES LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED BY LAW
PRICES AND PAYMENTS All prices for products are displayed on the Site and will be confirmed in the order check-out page, in the Order Confirmation, and in the e-invoice you receive after we accept your order.
We reserve the right to vary the price of our products at any time, provided that we will not alter the price of any products after we send you the Order Confirmation. Please be aware that prices charged for any products purchased on the Site may vary to reflect local market pricing and applicable duties.
Any taxes and duties are not included and are calculated according to the value of your order and your shipping destination. If you placed your order from an Internet Protocol address originating in Japan, any such taxes and duties will be itemized on the order check-out page, the Order Confirmation, and the e-mailed invoice.
Shipping costs are free. Shipping costs are subject to change without notice.
A. Online Credit Card Payment
Loro Piana accepts payment only using the credit cards listed on our check-out page. All transactions on the Site are processed using a secure online payment gateway that encrypts your card details in a secure host environment. By submitting your order, you represent and warrant that you are authorized to use the designated credit card and authorize us to charge your order (including taxes, shipping and handling) to that card. If the card cannot be verified or is invalid or is otherwise not acceptable, your order may be suspended or cancelled automatically.
You must supply your card details when you place your order. We will place a “hold” on your payment card for the total value of your order. If the “hold” on your card has been authorized by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the products are shipped to you. We will not accept your order or ship the products to you until your credit card issuer has authorized the use of your card for payment of the products ordered. If we do not receive such authorization we will notify you by e-mail. We reserve the right to verify the identity of the credit card holder by requesting appropriate documentation. After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance will not immediately be fully available to you for reasons beyond our control (e.g., delays by your credit card issuer in removing the “hold” from your credit card).
Please note that Loro Piana is not responsible for any fees imposed by your credit card company, such as currency conversion fees.
If you intend to dispute the validity or amount of any charge that appears on your credit card statement with your credit card company, we encourage you to first contact our customer service department to determine if we can address any concerns that you may have.
DELIVERY AND ORDER TRACKING
We will not deliver any products unless and until payment has been authorized and debited. When the products have been consigned to our carrier, we will send you the Order Confirmation with the tracking number for your package.
Delivery will be made by courier during normal business hours. Please be advised that our courier cannot deliver packages without receiving a signature.
We will make any reasonable efforts to deliver the products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is an estimate only, and we will not be liable for any loss or damage suffered by you through any unavoidable delay in delivery. You can track the progress of your order by entering the tracking number provided in your Order Confirmation directly into our carrier’s website.
Risk of loss to products shall pass to you upon delivery of such products. Title to products shall pass from Loro Piana to you upon the later of (i) the date of delivery of such products, or (ii) the date on which we receive payment in full for such products. As soon as we have delivered the products to you, you will become responsible for them, and for any loss or damage to them thereafter. Upon delivery of the products, and before signing any document attesting delivery, you must carefully check the integrity of the package. If the external packaging or merchandise is damaged at time of delivery, please reject the package and note in the proof(s) of delivery the damage. By signing the proof(s) of delivery, you acknowledge that the merchandise and the amount paid is correct.
RESALE / RESHIPPING OF OUR MERCHANDISE
You must not misrepresent yourself as being one of our authorized resellers or as being qualified to resell our products. We reserve the right to refuse to accept your order, if we suspect that you intend to resell our products.
RETURN AND EXCHANGE POLICY
The following policy applies only to products shipped to Japan that are purchased from the Japanese Loro Piana entity. These terms do not apply if such products were purchased (i) for shipment to any other jurisdiction, (ii) at a physical store location (including, without limitation, any Loro Piana store), or (iii) through other websites. We will not accept returns/exchanges of products purchased through such other means.
Please see the specific applicable conditions below:
A. To Return or Exchange An Item Online Using Loro Piana’s Free Pick Up Service:
1. Items Purchased By You: You may return for a refund or exchange any items purchased through the Site for any reason within 30 days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased. If you would like a different item, please return your purchase for a refund and place a new order.
Returning or exchanging purchased products using our return service is free and can be done in 3 easy steps:
a. Login to your Account. Under “Order History”, you can select the detail page for the relevant order and indicate the items which you would like to return/exchange as well as the reason for the return or the new color/size desired. You will receive a Return Authorization Number ("RAN"). Print the RAN directly from the site (alternatively, if you do not have access to a printer, handwrite the RAN on the line indicated in the delivery form that you received with the original shipment ("Delivery Receipt").
b. Place all items for return/exchange new, unused, and in the same condition in which you received the item, with all of the tags and labels attached in their original boxes and packaging along with the RAN (printed or handwritten as per the above).
c. Attach the eCOMMERCE URGENT sticker and the pre-addressed Courier air way bill that you received with the original shipment to the outside of the box. Call Courier directly or visit their website to schedule a free pick up. Return shipments using Courier will be provided to you free of charge.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). HOWEVER, WE CANNOT REFUND YOU ANY APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange and we may send the original products back to you.
2. Items Received As A Gift: You may return or exchange any items received as a Gift for any reason within 30 days after the items are received.
Please note we only accept exchanges for changing the color or size of the same item already purchased.
For a Gift return or exchange you should contact our customer service either by email at customerservice.jp@loropiana.com or by phone at + 81 (0)3-6228-5077 to receive a RAN and then follow the steps A(1)(b)-(c) above.
IF YOU RETURN AN ITEM, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES (EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING). WE CANNOT REFUND ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when the products (whether purchased by You or received as a Gift,) are returned to us, we will review them for quality control. If the products are sent back in their original, new, and unused condition, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the products or reimburse the total amount paid and applicable taxes minus original shipping and handling costs (including any taxes associated with such charges) to the card used for the original purchase. We will credit the refund to the card used to pay for the products within approximately thirty (30) days from the date that we receive the returned products, save for possible delays of technical nature not attributable to us (e.g., malfunctions of the credit card system).
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the return/exchange and we may send the original products back to you.
B. To Exchange An Item In Our Stores Products purchased on our Site, including products received as Gifts, can be exchanged by the recipient within 30 days after the items are received at selected Loro Piana stores that are listed as available for exchanges on our Site ("section FAQ-Returns & Exchanges"). PLEASE NOTE THAT LORO PIANA STORES CANNOT OFFER A REFUND FOR ITEMS PURCHASED THROUGH THE SITE. TO RECEIVE A REFUND, PLEASE USE THE PROCESS DESCRIBED IN SECTION A (ABOVE).
Please note we only accept exchanges for changing the color or size of the same item already purchased.
To find the Loro Piana Store nearest you that accepts returns or exchanges of products purchased online, please refer to the list on our Site under “FAQ - Returns & Exchanges” section or in the documentation you received with your original order.
Exchanging purchased products in our store is free and can be done in 2 easy steps:
1. Bring the products, in their original, new, unused condition, and with all of the tags and labels attached, in their original packaging along with the Delivery Receipt and e-invoice that you received in the original shipment to a Loro Piana Store that accepts returns.
2. A store representative will check the products to make sure that they are in acceptable condition, new, unused, and with all of the tags and labels attached. If the products comply with the standards stated in these Terms of Sale, then you will receive the same product in a different color and/or size. Please note that exchanges are only valid for the exact same product in a different color or size, based on availability in the store.
In cases where the products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, or where we have any reason to believe that the products are fraudulent or were not purchased directly on our Site, we will not be able to accept the exchange.
C. DAMAGED OR FAULTY ITEMS
You have the right to return items for quality problems within the limits set forth by these Terms of Sale.
For returns related to quality problems please follow the procedures outlined above under letters A. 1. for items purchased by you on our Site or A.2 for items you received as a Gift.
ALTERATIONS
The alteration service offers size fitting to customers. For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration (e.g. shortening of sleeves to a three-quarter length or modifying a neckline).
In the same way, product personalization, customization and repair are not considered an alteration.
You can bring any items you have purchased online in one of Loro Piana Directly Operated Stores located in the country where the items were shipped for basic alterations. Alterations are provided free of charge within six (6) months after the items are purchased. Please bring a copy of the Receipt, as well as the item to be altered. The timing of alterations depends on the services requested, the number of items to be altered, and the availability of the staff at each store.
TAX RECEIPT
A tax receipt can only be issued between 10 and 60 days after the products have been received by you. To request a tax receipt, please contact the customer service by email at customerservice.jp@loropiana.com or by phone at + 81 (0)3-6228-5077.
CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Site, the placement of an order, the tracking of products, the availability of products, the login/registration process and any further information you may need in connection with the use of our Site and/or our products. Our customer service is available in Japanese and English Monday through Friday between the hours of 12:00 PM to 8:00 PM with the exception of holidays.
If you need any information we invite you to refer to the “FAQ section” on our Site and if you are not satisfied you may contact us by email customerservice.jp@loropiana.com or by phone at + 81 (0)3-6228-5077.
GOVERNING LAW; VENUE
These Terms of Sale, and any disputes arising out of or relating to these Terms of Sale, shall be governed by the laws of Japan, without giving effect to its conflicts of law principles and excluding the U.N. Convention on the International Sale of Goods. All legal proceedings arising out of or in connection with these Terms shall be brought exclusively to the Tokyo District Court.
GENERAL TERMS
If we fail, at any time during the term of our contract, to insist upon strict performance of any of your obligations under the contract or any of these Terms of Sale, or if we fail to exercise any of the rights or remedies to which we are entitled pursuant to the Terms of Sale, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these Terms shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing
If any provision of these Terms of Sale is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, such provision will be separable from the remainder of the provisions hereof which will continue in full force and effect as if these Terms of Sale had been executed with the invalid provisions eliminated.
Nothing in these Terms of Sale, express or implied, is intended to confer rights, benefits, remedies, obligations or liabilities on any person other than you and Loro Piana (and its respective successors or permitted assigns).
GESCHÄFTSBEDINGUNGEN FÜR ÄNDERUNGEN, RÜCKSENDUNGEN UND QUALITÄTSANSPRÜCHE FÜR DEN STATIONÄREN EINZELHANDELN
Folgende Richtlinien gelten nur für Produkte, die in direkt betriebenen Loro Piana Stores erworben wurden*.
Bitte beachten Sie die jeweils spezifisch anwendbaren Bedingungen weiter unten:
RICHTLINIEN FÜR DIE RÜCKGABE IN DIREKT BETRIEBENEN STORES
Sie können jedes von Ihnen erworbene oder als Geschenk erhaltene Produkt in jedem beliebigen Loro Piana Store \(Store Locator\) zurückgeben, sofern Einkauf und Rückgabe in einem und demselben Land erfolgen. Die Rückgabe darf für jeden Artikel nur einmal vorgenommen werden. Für die Rückgabe haben Sie 30 Tage Zeit ab Kaufdatum.
Die Rückgabe in unseren Geschäften erfolgt frei von Gebühren und in zwei einfachen Schritten:
1. Bitte bringen sie die Artikel in einwandfreiem Zustand, neu und unbenutzt, komplett mit allen Anhängeschildern und Etiketten, in der Originalverpackung und zusammen mit dem Kaufbeleg, den Sie beim Kauf der Produkte erhalten haben zu einem Loro Piana Store.
2. Eine*r unserer Mitarbeiter*innen wird die Produkte prüfen um sicherzustellen, dass diese einwandfrei, neu, unbenutzt und alle Anhängeschilder und Etiketten vorhanden sind. Erfüllen die Produkte die Standards der vorliegenden Geschäftsbedingungen, erfolgt dann die gewünschte Rückgabe. Unser*e Mitarbeiter*in wird Ihnen die verschiedenen Optionen erklären, die Ihnen als Gegenleistungen für Ihre Artikel zur Auswahl stehen.
Sollten die Artikel Gebrauchsspuren aufweisen, Anhängeschilder oder Etiketten fehlen, die Kriterien der Allgemeinen Geschäftsbedingungen nicht eingehalten sein, werden wir die Rückgabe der Artikel nicht akzeptieren. Das Gleiche gilt, wenn wir Grund haben anzunehmen, dass es sich bei den zurückzugebenden Produkten um Fälschungen handelt.
RICHTLINIEN FÜR QUALITÄTSANSPRÜCHE
Sie haben das Recht Produkte, die Qualitätsmängeln aufweisen entsprechend der gesetzlichen Vorgaben und der vorliegenden Geschäftsbedingungen zurückzugeben, vorausgesetzt, dass Sie im Besitz des originalen Einkaufsbelegs sind. Diese Richtlinien gelten sowohl für Produkte, die Sie selbst erworben, als auch für Artikel, die Sie als Geschenk erhalten haben.
Loro Piana gewährt 2 Jahre Garantie auf fehlerhafte bzw. defekte Produkte.
Im Fall einer Rückgabe wegen Qualitätsmängel beachten Sie bitte, dass wir die Produkte einer Prüfung unterziehen und Ihnen dann entsprechend unserer Einschätzung weiterhelfen werden. Wenn die Retourware keine Fehler bzw. keine Schäden aufweist, wenn die Produkte infolge eines unsachgemäßen Gebrauchs beschädigt wurden oder deren Zurückgabe nach Ablauf der obengenannten Frist erfolgt, werden wir Ihnen kein Rückgaberecht gewährleisten können.
RICHTLINIEN FÜR DIE ÄNDERUNG NACH MASS
A. Was ist mit Änderung nach Maß gemeint
Der Änderungsservice bietet den Käufern eine Größenanpassung an.
Das Säumen des Hosenbeins, das Anpassen des Taillenumfangs oder das Kürzen der Jackenärmel sind typische Änderungsbeispiele. Modifizierungen des originalen Produktdesigns gelten nicht als Änderung \(z.B. das Kürzen der Ärmel auf eine Dreiviertellänge oder das Verändern eines Halsausschnitts\). Ebenso können Produktpersonalisierungen, kundenspezifische Anpassungswünsche sowie Reparaturen nicht als Änderung begriffen werden.
B. Eine Änderung in Auftrag geben
Bringen Sie einfach Ihre Artikel, für die Sie eine Änderung wünschen, in ein Loro Piana Store. Die Änderungen werden innerhalb von sechs \(6\) Monaten ab Kaufdatum kostenlos vorgenommen. Bitte vergessen Sie nicht, eine Kopie des Einkaufbelegs mitzubringen. Wie schnell der Auftrag durchgeführt wird hängt von der gewünschten Leistung, dem Anzahl der Aufträge und der Verfügbarkeit des Personals im jeweiligen Store ab.
*Für Artikel, die in Kaufhäusern oder Shop-in-Shops erworben wurden, beachten Sie bitte die Allgemeinen Geschäftsbedingungen auf dem originalen Kaufbeleg.
Geschäfte suchen
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