GENERAL TERMS AND CONDITIONS OF SALE
GENERAL TERMS AND CONDITIONS FOR ONLINE SALES
Version date: 08/12/2023
These General Terms and Conditions of Sale cover sales of LONGCHAMP goods by:
LES BOUTIQUES LONGCHAMP, a French simplified joint stock company with a share capital of €1,858,000, whose registered office is located at 404 rue Saint Honoré, Paris, 75001, France, represented for the purpose of these Terms and Conditions by the company Jean Cassegrain, acting as Chairman, itself represented by its Chairman Mr. Jean Cassegrain, registered in the Paris trade and commercial register under number 334 502 655. Intra-community VAT number: FR 06 334 502655 or any other company belonging to the LONGCHAMP Group
We would like to inform you that the (My Pliage) personalised item(s) are sold exclusively by LES BOUTIQUES LONGCHAMP. Collection items may be sold by the same company or by any other company belonging to the LONGCHAMP Group.
Before you validate your order on the site, you will be informed of the exact identity of the seller by clicking on the link to access the General Terms and Conditions found under the "Payment" button. The identity of the seller will also appear in your invoice.
The items are sold by distance selling, by telephone (call or SMS), by e-mail, or via the following website URLs and in the languages listed below:
Country |
Language |
Website URL |
Germany |
German |
|
Austria |
German |
|
Belgium |
French |
|
Belgium |
Dutch |
|
Denmark |
English |
|
Spain |
Spanish |
|
France |
French |
|
Great Britain |
English |
|
Ireland |
English |
|
Italy |
Italian |
|
Luxembourg |
German |
https://www.longchamp.com/lu/de |
Luxembourg |
French |
|
Netherlands |
Dutch |
|
Portugal |
English |
|
Sweden |
English |
|
Switzerland |
French |
|
Switzerland |
German |
Please note: The right of withdrawal does not apply to personalised items. For collection items your may exercise your right of withdrawal within thirty (30) calendar days upon receiving your order. There is no penalty and no reason is required.
Placing an order implies full and entire acceptance of these General Terms and Conditions of Sale, which can be accessed at any time including at the time of ordering or making payment. You are advised to print out and keep a copy of these General Terms and Conditions of Sale for future reference. Unless alternative evidence is provided, the data that we record constitutes evidence of transactions and their date.
The General Terms and Conditions of Sale constitute the sole agreement between the parties, and shall prevail over any other document. They may be modified at any moment. New General Terms and Conditions of Sale shall apply to any order placed after they have been made available on the website.
Distance sales orders are only available to individuals and to "end buyer" companies which do not intend to resell the goods. For Spain, orders placed on the https://www.longchamp.com/es/es website are reserved exclusively for private individuals "natural persons". It is strictly forbidden for buyers to resell LONGCHAMP items in a professional capacity.
Individuals acknowledge that they have the required capacity to contract and acquire the items offered on the website.
Please do not hesitate to contact our Online Customer Service department for any information, question, advice or order query:
Country |
Telephone number |
Opening hours (Monday to Friday) |
Opening hours (Saturday) |
E-mail address |
Postal address |
Germany |
+49 (0)722 139 574 29 |
9am-7pm |
10am-6pm |
LONGCHAMP – Service Vente en Ligne
12 rue Saint Florentin - 75001 PARIS - France
|
|
Austria |
+43 (0) 15 32 33 00 |
9am-7pm |
10am-6pm |
||
Belgium |
+32 (0)2 513 11 40 |
9am-7pm |
10am-6pm |
||
Denmark |
+44 (0)20 7493 8500 |
9am-7pm |
10am-6pm |
||
Spain |
+34 (0)9 12 67 04 87 |
9am-7pm |
10am-6pm |
||
France |
01 55 90 59 69 |
9am-7pm |
10am-6pm |
||
Great Britain |
+44 (0) 20 7493 8500 |
8am-6pm |
9am-5pm |
||
Ireland |
+44 (0)20 7493 8500 |
8am-6pm |
9am-5pm |
||
Italy |
+3902 89 73 49 18 |
9am-7pm |
10am-6pm |
||
Luxembourg |
+352 (0)24 51 33 23 |
9am-7pm |
10am-6pm |
||
Netherlands |
+31 (0) 800 022 06 51 |
9am-7pm |
10am-6pm |
||
Portugal |
+351 21 145 24 70 |
8am-6pm |
9am-5pm |
||
Sweden |
+44 (0)20 7493 8500 |
9am-7pm |
10am-6pm |
||
Switzerland |
+41 (0)31 300 41 07 |
9am-7pm |
10am-6pm |
ARTICLE 1 – THREE ITEM TYPES AVAILABLE FOR SALE
- A selection of collection items from classic and new LONGCHAMP ranges.
- Personalized articles, called "My Pliage" on the site, created and manufactured according to your specifications in the exclusive limit of the choices proposed at the time of the order. These items are only offered for distance sales through our website;
- Items from our previous collections. These items are offered for sale via the "Previous Collections" section of the site, where it exists (as this section is not accessible from all of the site's URL addresses).
Stock may be limited for certain items. For online sales, information on item availability is provided when the order is placed.
The main characteristics of the items, in particular the specifications, illustrations and indications of dimensions or, where applicable, of the capacity of the items, are shown on the website.
We invite you to read them before placing any order, and to refer to the description of each item for information on its properties, essential characteristics and delivery times.
The contractual information is shown in the language indicated in the table at the beginning of this document and is confirmed when you validate the order at the latest.
ARTICLE 2 – ITEM UNIT PRICES AND TOTAL ORDER AMOUNT
Item prices are shown Inclusive of Tax (at the VAT rate in force when on the date on which your order is placed), excluding any shipping costs or customs duties. They are shown in Euros, except for Switzerland for which they are shown in Swiss Francs (CHF), Denmark for which they are shown in Danish Krone (DKK), Sweden for which they are shown in Swedish Krona (SEK), and Great Britain for which they are shown in Pounds.
Prices are subject to change at any time. Items are billed based on the prices in force when the order is placed.
The total amount of your intended order shall be visible at each stage of validation of your online order and, where applicable, at the time of validation of your payment.
ARTICLE 3 – ORDERS
3.1. All orders are limited per customer, excluding transport costs and any applicable customs duties, to a maximum total amount of:
- ten thousand (10,000) euros/CHF/pounds incl. taxes
- seventy-five thousand (75,000) DKK incl. taxes,
- one hundred and three thousand (103,000) SEK incl. taxes.
It is hereby stipulated that the order may contain no more than:
- three (3) identical items (identical model, material and colour); and/or
- Ten (10) items in total.
In addition, each customer shall be limited to twenty (20) items over each period of twelve (12) consecutive months, regardless of their credentials.
3.2. Online orders must be placed in accordance with the following process:
- Selection of item(s):
- For collection items: Select colour;
For personalised items: Select the design and then follow the steps to personalise;
- Gift option and add a personal message;
- Select delivery type and billing address;
- Bank details;
- Accept General Terms and Conditions of Sale;
- Confirm order by clicking/pressing the 'PAYMENT' button.
The contents of your basket are visible at each order confirmation stage.
You have the opportunity to check the details and total price of your order, and to correct any errors before confirming your acceptance. It is your responsibility to check the accuracy of the order and to report or correct any errors immediately.
An order is registered on the website when you accept these General Terms and Conditions of Sale by ticking the box provided for that purpose and validate your order. This validation implies acceptance of all of these General Terms and Conditions of Sale.
Once the order has been placed, you will receive a printable order confirmation e-mail which serves as your purchase order. This e-mail will include:
- These General Terms and Conditions of Sale,
- Contact details for our Online Customer Service department,
- Information on the right of withdrawal,
- The withdrawal form (attached to the General Terms and Conditions of Sale).
The sale shall only be final after this order confirmation has been sent by e-mail.
Any order placed on the website, validated by you and confirmed by us, in accordance with the terms and conditions described above, constitutes the formation of a contract concluded remotely between us.
You will receive a shipping confirmation e-mail when your order is dispatched.
Your invoice can be accessed from your customer account.
3.3. Please Note
For personalized items, you have twenty four (24) hours since you place your order to cancel your order. In order to do so, please contact us by e-mail at the address shown in the table at the beginning of this document.
We reserve the right to reject any unusual orders or orders placed in bad faith, or on any other legitimate grounds.
3.4. Specific case of orders placed by telephone (call or SMS) or e-mail:
You will receive an e-mail containing a link to the Adyen payment platform. On this platform you can:
- make payment for your order;
- accept the General Terms and Conditions of Sale;
- validate your order.
Once the order has been placed, you will receive a printable order confirmation e-mail which serves as your purchase order. This e-mail will include:
- these General Terms and Conditions of Sale,
- contact details for our Online Customer Service department,
- information on the right of withdrawal,
- the withdrawal form (attached to the General Terms and Conditions of Sale),
You will receive a shipping confirmation e-mail when your order is dispatched.
ARTICLE 4 – PAYMENT
Your purchases must be paid for by payment card or by means of a Paypal account when ordering, according to the payment methods listed in the table below. Payment is made via the Adyen payment platform for telephone or e-mail orders.
Country of delivery |
Method of payment* |
Germany |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Giropay Klarna – Pay Now Klarna – Pay Later |
Austria |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Diners, Maestro Klarna – Pay Now Klarna – Pay Later |
Belgium |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Maestro Klarna Pay Later, Bancontact |
Denmark |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Maestro Klarna Pay Later |
Spain |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal
|
France |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Maestro, Klarna – Pay Later |
Great Britain |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Maestro Klarna – Pay Later Klarna – Pay Over Time |
Ireland |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, |
Italy |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Maestro, |
Luxembourg |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Maestro, Klarna, Apple Pay |
Netherlands |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal Ideal, Apple Pay |
Portugal |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Multibanco, |
Sweden |
Carte Bleue, Visa, Eurocard/Mastercard, Maestro, American Express, Paypal |
Switzerland |
Carte Bleue, Visa, Eurocard/Mastercard, American Express, Paypal, Diners, Maestro |
* provided that this method of payment is offered to you when you place your order.
A minimum order amount may be required if you opt for Klarna (Pay Now or Pay Later) as your payment method. This amount will be displayed on the website when you place your order.
Your bank card or your Paypal account will be debited:
- For personalised items: twenty four (24) hours after your order has been placed, in the order currency;
- For collection items: at the time of dispatch of your order.
Your purchases are made in complete security: the bank details you send via the website to an approved banking institution (or via the Adyen online payment platform for telephone or e-mail orders) is kept confidential in a secure environment (SSL protocol).
We do not store payment card numbers on our website – they are stored on the secure bank website.
In order to prevent payment card fraud through online payments, we verify the credentials of the information that you provide when placing your order.
We also verify that the payment card address matches the billing address.
We also reserve the right to request additional information or documents (photocopy of ID, proof of address etc.) in order to confirm your purchase and dispatch your parcel. Such requests will be made by e-mail or phone, in the following cases:
- For an order with a delivery address which does not match the billing address;
- For new customers;
- For an order exceeding two hundred (200) Euros/CHF/Pounds, two thousand (2,000) SEK or one thousand five hundred (1,500) DKK.
We shall retain full ownership of the items sold until the full amount has been paid, including VAT and any shipping costs or customs duties.
ARTICLE 5 – DELIVERY
With distance selling, you have a choice of several delivery methods:
Home delivery:
Chronopost makes home deliveries from Monday to Friday, from 8am to 1pm, while UPS delivers from Monday to Friday.
Delivery to Store:
You can come and collect your order free of charge in one of the stores listed when placing your order.
Delivery to a collection point or Pickup locker:
You can collect your order free of charge from the collection point or Pickup locker you selected when you placed your order on the website (provided that this delivery method is available to you when placing your order).
5.1. DELIVERY AND DESTINATION
The items for sale online shall be delivered under the following terms:
Website URL |
Country of delivery |
Regions not covered / Delivery restrictions |
https://www.longchamp.com/fr/fr |
Mainland France, including Corsica |
|
https://www.longchamp.com/be/fr (French version) https://www.longchamp.com/be/nl (Dutch version) |
Belgium |
French version: Click here Dutch version : Click here |
https://www.longchamp.com/lu/de (German version) https://www.longchamp.com/lu/fr (French version) |
Luxembourg |
German version: Click here French version: Click here |
Netherlands |
Click here | |
Austria |
Click here | |
Spain |
||
Ireland |
Click here | |
Germany |
Click here | |
Denmark |
Click here | |
Italy |
||
Sweden |
Click here | |
Portugal |
||
https://www.longchamp.com/ch/fr (French version) https://www.longchamp.com/ch/de (German version) |
Switzerland |
French version: Click here German version: Click here |
Great Britain |
Delivery will be made to the address specified when your order was placed.
Please note that delivery locations are linked to the website URL used to place the order. Therefore in order to receive a delivery in your country of residence, please place the order from the relevant website URL. For example, delivery in France can only be made via the French website URL.
We cannot be held responsible for any order that you have not received but which has been delivered to the address indicated when you placed your order (including when the address indicated on the website corresponds to a warehouse or a parcel forwarding platform).
For information and for increased efficiency, Adyen analyses all data provided.
We insure all items until they are delivered.
5.2. DELIVERY - FEE
Country of delivery |
Means of delivery* |
Fee** |
Mainland France, including Corsica |
Chronopost Standard Chronopost Express |
€5 €9 |
Delivery to Store |
Free of charge |
|
Chronopost Pickup at a Collection Point or Pickup Locker – standard
Chronopost Pickup at a Collection Point or Pickup Locker – express |
€3,50
€5 |
|
Belgium, Luxembourg, the Netherlands, Austria, Germany, Ireland, Spain, Italy, Portugal |
UPS standard UPS express |
€6 €10 |
Delivery to Store |
Free of charge |
|
Pickup at a UPS Access Point Location – standard
Pickup at a UPS Access Point Location – express |
€3,50
€5 |
|
Switzerland |
UPS standard UPS express |
6 CHF 12 CHF |
Delivery to Store |
Free of charge |
|
Pickup at a UPS Access Point Location – standard
Pickup at a UPS Access Point Location – express |
4 CHF
8 CHF |
|
Great Britain |
UPS standard UPS express |
£5 £10 |
Delivery to Store |
Free of charge |
|
Pickup at a UPS Access Point Location – standard
Pickup at a UPS Access Point Location – express |
£3,50
£8 |
|
Sweden |
UPS standard |
95 SEK |
Pickup at a UPS Access Point Location – standard
Pickup at a UPS Access Point Location – express |
60 SEK
95 SEK |
|
Danemark |
UPS standard |
70 DKK |
Pickup at a UPS Access Point Location – standard
Pickup at a UPS Access Point Location – express |
50 DKK
70 DKK |
|
Germany | UPS standard UPS express |
€5 €9 |
Delivery to Store | Free of charge | |
Pickup at a UPS Access Point Location – standard
Pickup at a UPS Access Point Location – express |
€3,50
€5 |
|
Austria | UPS standard UPS express |
€6 €13 |
Delivery to Store | Free of charge | |
Pickup at a UPS Access Point Location – standard
Pickup at a UPS Access Point Location – express |
€3,50
€5 |
* Provided that this delivery method is available to you when placing your order
** Free delivery for all orders over 130€ (100€ for Germany). You will be informed of any shipping costs or customs duties during the order process, prior to confirmation.
5.3. DELIVERY TIMES
The delivery time is shown during the order processs, prior to confirmation. Unless any specific time frames are provided for holiday periods, you will receive your delivery within a maximum of:
Collection items |
Home delivery by Chronopost Standard
Home delivery by Chronopost Express |
4-5 working days after the order has been placed.
2 working days after the order has been placed. |
|
Home delivery by UPS |
For standard deliveries : 5-6 working days after the order has been placed. For express deliveries : 2-3 working days after the order has been placed. |
||
Delivery to Store |
1/ If the item is available in store: 3 hours following receipt of the order confirmation e-mail. 2/ If the item is not available in store:
|
||
Delivery to a Chronopost Collection Point or Pickup Locker |
For standard deliveries: 4 to 6 working days from placing the order.
For express deliveries: 2 working days from placing the order. |
||
Delivery to a UPS Access Point Location |
For standard deliveries: 5 to 6 working days from placing the order.
For express deliveries: 2 to 3 working days from placing the order |
||
Personalised items |
Delivery to your home or a Collection Point or Locker by Chronopost or UPS |
2-3 weeks after the order has been placed. |
|
Delivery to Store |
|||
* If this method of delivery is offered to you when you place your order.
If you have not received your order within the time frame provided
ð If you have received the shipping confirmation e-mail, but you have not received your order within the time frame provided:
You can contact the courier using the details below:
- Chronopost: http://www.chronopost.fr ("Live tracking") or by phone on 09 69 391 391 (not premium rate), Monday-Friday 8am to 7pm, and Saturday from 8am to 12pm.
- UPS: www.ups.com.
For deliveries in Belgium, please note that any reservations or complaints regarding delays must be submitted to the courier by extrajudicial document or registered letter within a maximum of seven days, not including the day of receipt.
For any queries, you can contact us at the e-mail address shown in the table at the beginning of this document.
Please note that in the event of the loss of a parcel or a dispute over its delivery (for example: a parcel that the courier claims has been delivered but that you have not actually received), the courier will be required to carry out an investigation during which certain documents may be requested from you. These documents are necessary for the proper conduct of the investigation and its resolution. If the requested documents are not provided, it will not be possible to complete the investigation.
ðIf you have not received your delivery within the time frame provided:
You may request that we complete the delivery within an additional reasonable time frame, by registered letter with a delivery receipt or in another hard copy format.
Should we fail to deliver by that date, you may cancel the sale, by registered letter with a delivery receipt or in another hard copy format.
The sale will be deemed to be cancelled as soon as we have received the letter or hard copy informing us thereof, unless we have made delivery in the interim period.
We will then refund you for all amounts paid on order for the relevant item(s) and shipping costs, within no more that fourteen (14) days of the sale cancellation.
5.4. DELIVERY AND RECEIPT
5.4.1. PRECAUTIONS
Chronopost deliveries:
An interactive delivery service (Predict) is available for all deliveries within France. Chronopost will send you a delivery notification once your parcel has been received, and in the event of an unsuccessful delivery attempt.
You can make the following changes directly through Chronopost:
- Change the delivery date (within a maximum of six days of the initial date), and/or
- Select a different delivery address, including:
- A post office;
- A local pickup point listed by Chronopost within the initial delivery area (designated pickup point or Chronopost branch);
- A neighbour's address;
- A safe delivery location as agreed with Chronopost.
Your mobile phone number and/or your e-mail address will be sent to Chronopost, so that they can keep you informed of any deliveries or attempted deliveries and in order to track your delivery. These details arre also required for shipping documents and for end-of-day electronic file transfers.
You will receive an email the day before delivery containing a six (6) digit security code and a QR code. A second notification will be sent to you on the morning of the delivery, reminding you of the secure code and specifying the delivery slot.
At the time of delivery, you must present the secure code and/or the QR code to the delivery person, who will enter it on his control terminal.
Please note: without the secure code or if it is incorrect, the deliveryman will not be able to give you your parcel. The parcel will then be held in a post office or a Pickup relay. To collect your pending parcel, you will be asked to sign for it and show your original valid ID at the post office or Pickup point.
UPS deliveries:
Country of delivery |
Terms |
Austria, Belgium, Germany, Denmark, Spain, France, Great Britain, Italy, Netherlands and Sweden |
UPS will send you an e-mail and/or text message on the day before delivery is scheduled, to notify you that your delivery will take place on the following day.
This notification will allow you to:
UPS may hand over your package to the addressee or to any other person who appears to have the authority to accept delivery of the package on behalf of the addressee (such as a person located on the same premises as the addressee). In the event that such a person is not available, your package may be left in the addressee's mailbox (if appropriate) or delivered to a neighbour. |
For other countries: |
UPS will hand over your parcel upon signature, provided that you are legally an adult in the delivery country.
Should you receive a UPS attempted dellivery note, please contact UPS immediately to arrange a new delivery date. After three (3) delivery attempts, the parcel will be held at the nearest UPS centre for five (5) days. It will then be returned to us. The same process applies in the case of an incorrect address. |
Delivery to Store:
You must collect your package within fifteen (15) calendar days upon receipt of the email informing you that your package is available at the Longchamp store you chose when placing your order.
Please provide a valid form of ID and the order number you will have been given when collecting your package.
If you wish to have your order collected by another person, they must provide a piece of identification for themselves and for you.
If you are unable to collect your item(s) within this period of fifteen (15) days, please contact our Online Customer Services at the address shown in the table at the beginning of this document.
Delivery to a Pickup collection point Chronopost:
You must collect your package within seven (7) calendar days. This period runs from the time you receive the email and/or SMS informing you that your package is available at the Pickup collection point you chose when you placed your order.
Please go to the chosen Pickup collection point, bringing an original, valid identity document and the QR Code (or Pickup Pass) contained in the the email and/or SMS you will have been sent.
If your package is being collected by a third party, this person must bring the QR Code (or Pickup Pass), as well as an identity document in their name and a copy of your identity document.
After this period of seven (7) calendar days, the package will automatically be returned to us and, if applicable, the sale will be cancelled.
Delivery to a UPS Access Point Location*:
You must collect your package within fifteen (15) calendar days. This period runs from the time you receive the email and/or SMS informing you that your package is available at the UPS Access Point you chose when you placed your order.
Please go to your chosen UPS Access Point, bringing an original, valid identity document and the package release code we will have sent you beforehand.
If your package is being collected by a third party, this person must bring the package release code, as well as an identity document in their name and a copy of your identity document.
After this period of fifteen (15) calendar days, the package will automatically be returned to us and, if applicable, the sale will be cancelled.
* Provided that this delivery method is available to you when placing your order.
Delivery to a Pickup locker:
You must collect your package within three (3) calendar days. This period runs from the time you receive the email and/or SMS informing you that your package is available at the Pickup locker you chose when you placed your order.
Please go to the chosen Pickup locker, bringing your collection codes (identity document and validation code) contained in the the email and/or SMS you will have been sent.
To unlock the locker containing your package, please enter your collection codes at the reader on the locker or scan the QR Code (or Pickup Pass) at the reader.
After this period of three (3) calendar days, the package will automatically be returned to us and, if applicable, the sale will be cancelled.
5.4.2. RESERVATIONS
When you receive your order, please always check the condition of the parcel and the ordered item(s), and that the order is correct.
- Should you notice any damage to your parcel or item, please note the damage on the courier delivery slip, and contact us immediately by e-mail at the address shown in the table at the beginning of this document.
Please also retain the shipping packaging.
Please detail the relevant damage in your message (damp, holes, open parcel, etc.). In all cases, you have a period of three (3) days, not including public holidays, of receipt of your parcel to notify the courier of any reservations, by extrajudicial document or registered letter. This time period is increased to two (2) months for deliveries to the Netherlands, and reduced to two (2) days for deliveries to Belgium.
Specific information relating to Chronopost: The recipient's digital signature, and copy thereof constitute evidence of parcel delivery, and the parties acknowledge that such signature has the same legal value as a conventional paper signature.
The recipient must note any damage or spoliation observed on delivery on the delivery slip, signed and dated, in the form of written, detailed and comprehensive reservations.
- If the delivered item(s), do(es) not match your order, you may return it/them in accordance with the procedures detailed below under 'Return' and 'Guarantees'.
ARTICLE 6 – RETURN – RIGHT OF WITHDRAWAL
Excluding the return scenarios set out by articles 5.3. (Delivery Delays), and 8.1. (Legal Guarantees), you may exercise your right of withdrawal under the following conditions:
6.1. PERSONALISED ITEMS
Given their unique and personal nature, personalised items cannot be rerturned or exchanged.
Therefore, the right of withdrawal does not apply to personalised items. We advise that you devote the necessary time and attention to creating your item.
6.2. COLLECTION ITEMS
You have a period of thirty (30) calendar days of receiving your item(s) to exercise your right of withdrawal. Should your order contain several items delivered separately, this period begins from receipt of the final item.
Your may exercise your right of withdrawal by returning your item(s) to us by post, or directly to the Store.
In all cases, please ensure that all items returned are complete (manual, accessories, etc.), in their original condition, with their original packaging, and provide a copy of your invoice. Incomplete, used, damaged or sullied returned items will not be accepted.
6.2.1. POSTAL RETURNS
6.2.1.1. For deliveries to United Kingdom
You have a period of thirty (30) days from receipt of your order to go to our website under the heading "Contact Us" and complete the "Exchanges and Returns" form.
You may also send us, before the expiry of this period, the withdrawal form attached to these General Terms and Conditions of Sale, or any other unambiguous statement expressing your wish to withdraw:
- - By e-mail to the address indicated in the table at the beginning of these Terms and Conditions; or
- - By post: LGP E-SHOPPING - RUE GUSTAVE EIFFEL - ZI D'ETRICHE - 49500 SEGRE- France.
Once your request for return validated, we will communicate you a number of return as well as an Internet link allowing you to finalize your return(s) directly on line with ColiBack.
You must then return your item(s) to us within fourteen (14) days of communicating your decision to withdraw, via one of ColiBack's transport partners, using the pre-filled and pre-paid return label to be printed from its website. Please note: the return label has a validity limit and must be used within fourteen (14) days of its issue.
6.2.1.2. For deliveries to other countries
Your satisfaction is our priority. We will gladly accept your returns by post. You have a period of thirty (30) calendar days from receipt of your item(s) to exercise your right of withdrawal by visiting our website under the heading "Account":
1. Consult your order history
2. Select the order concerned and request a return
3. Choose the item(s) to return
4. Indicate the reason for return for each item
5. Receive from the carrier your return slip by email as well as the return label
6. Stick the return label on your parcel (note: the return label has a validity date and must be used within fourteen (14) days of its issue).
7. Drop off your parcel at the nearest drop-off point, following the instructions in the email you received from the carrier (check your spam folder if you do not receive this email). You will then be able to select your relay point and track your package from the carrier's website.
We invite you to make all your returns in a single shipment for ecological reasons.
6.2.1.3. Provisions which apply to all countries
We undertake to reimburse you in full for the sums paid at the time of your order, namely
- - the item(s) you have returned to us,
- - the transport costs (outward) relating to this article, in accordance with the provisions set out in article 5.1. of these terms and conditions.
Please note that the return costs we have advanced (see above, pre-filled and pre-paid return label) remain at your expense, and will therefore be deducted from the total amount of your refund, except if you have benefited from free delivery as part of an offer temporarily proposed on the site.
In other words, the amount refunded will be the price of your item(s).
Refunded amount = price of the returned item(s)
+ outbound transport costs paid by the consumer
- return transport costs paid by LONGCHAMP
In the case of an order delivered to a LONGCHAMP Boutique, the amount reimbursed will correspond to the price of your item(s), the outward transport costs having been paid by us.
The refund will be made using the same means of payment as that used for the initial transaction, as soon as possible and at the latest within fourteen (14) days from the date on which we were informed of your decision to retract.
However, we reserve the right to defer the refund until the item(s) have been recovered or you have provided us with proof of dispatch of the item(s), whichever is the earlier.
Please note that the return label that will be sent to you for the return of your product(s) can only be used in the country to which the order was delivered. We only cover the cost of returning products when they are sent from the country to which the order was delivered. Consequently, if you are returning a product from a country that is not the country to which the order was delivered, you will be responsible for the return postage costs.
6.2.2. STORE RETURNS
You have a period of 30 days following receipt of your order to return your item in person to a LONGCHAMP store of your choice in the country matching the URL of the website where you placed your order (e.g. French website URL = returns can be made to one of the LONGCHAMP stores in France), excluding the Saint-Barthelemy and Saint-Martin Stores, Department Stores, multi-brand retailers, "Outlet" Boutiques, Duty Free shops, Stores located within Airports and Stores located in Portugal.
Please do not forget to bring your receipt.
We will then refund your item(s) together with the outgoing shipping costs for this/these item(s), unless you have selected Delivery to Store (in the latter case, you will receive a refund for the price of the item(s) only).
In accordance with the legal provisions in force, refunds can be sent to payment cards only, with your prior express acceptance. Should you fail to accept these terms, you may only exercise your right of withdrawal by post, in accordance with the process described under 6.2.1.
Please note: items from previous collections (= items bought via the "Previous Collections" section of the site) cannot be returned to stores. Please return such items by post following the procedure described in Article 6.2.1. above.
ARTICLE 7 – EXCHANGES
7.1. PERSONALISED ITEMS
Given their unique and personal nature, personalised items cannot be exchanged.
7.2. COLLECTION ITEMS
Items are exchangeable at any LONGCHAMP Store in Europe, with the exception of the Saint-Barthelemy and Saint-Martin Stores, Department Stores, multi-brand retailers, "Outlet" Boutiques, Duty Free shops and Stores located within Airports.
Please do not forget to bring your receipt.
No time limits apply to items from the current season's collection (Spring/Summer collection from January to the start of July, and Autumn/Winter collection from July to the beginning of January).
For items from previous collections, you must exchange your item(s) within thirty (30) days of receiving your order.
You may exchange your item(s) according to the following terms:
The item that you wish to receive in exchange is of a higher value |
The item that you wish to receive in exchange is of a lower value |
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You must pay the difference between the value of this item and the value of the ordered item.
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Difference ≥ 100€/CHF/£ or 1,000 SEK or 750 DKK: |
Difference < 100€/CHF/£ or 1,000 SEK or 750 DKK: Difference will be refunded to the payment card. |
The returned items must be complete (manual, accessories, etc.), in their original condition and with their original packaging, as well as a copy of the invoice. Any item returned incomplete, used, damaged or sullied may not be exchanged or returned.
ARTICLE 8 – GUARANTEES– AFTER-SALES SERVICE – LIABILITY
8.1. STATUTORY GUARANTEES
The items on sale comply with current regulations. They are the product of LONGCHAMP's know-how and quality, and are covered by the relevant statutory guarantees.
In order to implement the statutory guarantees, please contact us by e-mail at the address shown in the table at the beginning of this document. We will carry out checks before advising you of the process to follow.
Please find below all of the provisions covered by the statutory guarantees in force for each country in which we sell our products.
FRANCE
• Statutory Compliance Guarantee
You have a period of two (2) years to invoke the legal guarantee of conformity following delivery of the items in accordance with L217-3 and following of the French Consumer Code.
Should you do so, you may opt for the repair or replacement of the item, subject to the cost conditions set out by Article L.2179 of the French Consumer Code. If none of the aforementioned solutions can be implemented within 30 days following the complaint, you will be able to return the goods and receive a full refund of their price or keep the goods and receive a partial refund of their price.
Compliance defects which appear within twenty-four (24) months of delivery shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
• Guarantee against Hidden Defects
You have two (2) years from discovering the defect to implement the guarantee against hidden defects.
Should you discover a defect which renders the item fully or partially unfit for the use for which it was intended, you may choose to either cancel the sale or to reduce the sale price.
SPAIN
• Statutory Compliance Guarantee
You have three (3) years following discovery of the defect to implement the guarantee against hidden defects in accordance with Articles 1641 and following of the French Civil Code.
Should you find a defect, you may opt for the repair or replacement of the item, subject to the cost conditions in force.
Compliance defects which appear within twenty-four (24) months of delivery shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
• Guarantee against Hidden Defects
You have two (2) years from discovering the defect to implement the guarantee against hidden defects.
Should you discover a defect which renders the item fully or partially unfit for the use for which it was intended, you may choose to either cancel the sale or to reduce the sale price.
SWITZERLAND
• Statutory Compliance Guarantee
You have two (2) years of delivery of your item(s) to invoke the statutory compliance guarantee.
Should you do so, instead of a discount or return you may opt for the repair or replacement of the item, subject to the cost conditions in force.
Compliance defects which appear within twenty-four (24) months of delivery shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
• Guarantee against Hidden Defects
You have two (2) years from discovering the defect to implement the guarantee against hidden defects.
Should you discover a defect which renders the item fully or partially unfit for the use for which it was intended, you may choose to either cancel the sale or to reduce the sale price.
GERMANY
• Statutory Compliance Guarantee
You have two (2) years of delivery of your item(s) to invoke the statutory compliance guarantee.
Should you do so, you may opt for the repair or replacement of the item, subject to the cost conditions in force.
Unless otherwise proven, compliance defects which appear within twelve (12) months of delivery shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
• Guarantee against Hidden Defects
You have two (2) years from delivery of the item(s) to implement the guarantee against hidden defects.
Should you discover a defect which renders the item fully or partially unfit for the use for which it was intended, you may choose to either cancel the sale or to reduce the sale price.
AUSTRIA
• Statutory Compliance Guarantee
Starting with the merchandise delivery date, you have a period of two (2) years for asserting the indicated warranty claims.
Subject to the applicable cost conditions, you may choose between repairing or replacing the merchandise, if it is defective.
Any defect becoming apparent within twelve (12) months following delivery is assumed to have existed at the time of delivery. As a result, you do not need to prove the existence of the defect occurring during this period.
• Guarantee against Hidden Defects
Starting with the merchandise delivery date and lasting up to six (6) months following the discovery of the hidden defect, you have a period of two (2) years for asserting the indicated warranty claims.
Upon detecting the defect rendering the object fully or partially unsuitable for its intended purpose, you may either cancel the purchase or receive a discount on the purchase price.
BELGIUM
• Statutory Compliance Guarantee
The seller must respond to the consumer as regards any compliance defect which exists when the product is delivered, and which is identified within two years of delivery. The consumer must act within one (1) year of the date on which the compliance defect is identified. Please note that this time period cannot expire before the end of the two (2)-year limitation period.
Unless otherwise proven, compliance defects which appear within six (6) months of delivery shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
The consumer must inform the seller of any compliance defect within two (2) months of the date on which the consumer has identified such defect.
Should you identify a compliance defect, you can choose between the free-of-charge repair or replacement of the item, unless such repair or replacement is impossible or disproportionate. Should you not be entitled to a repair or replacement of the item, or if the repair/replacement cannot be completed within a reasonable time frame or without major inconvenience, you may request an appropriate price reduction or the cancellation of the contract (unless the compliance defect is minor).
• Guarantee against Hidden Defects
After the two (2)-year statutory compliance guarantee has expired, you are covered by a guarantee against hidden defects, should you discover a defect which renders the item fully or partially unfit for the use for which it was intended, or which reduces such use to the extent that you would not have bought the item, or would have only paid a lower price had you known about it.
You should therefore take action as soon as possible after discovering the defect.
In the event of a hidden defect, you may choose between cancelling the sale or a reduction of the sale price.
LUXEMBOURG
• Statutory Compliance Guarantee
You have two (2) years of delivery of your item(s) to invoke the statutory compliance guarantee.
Should you do so, you may opt for the repair or replacement of the item, subject to the cost conditions in force.
Compliance defects which appear within twelve (12) months of delivery shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
• Guarantee against Hidden Defects
In addition, you may decide to implement the guarantee against hidden defects for the sold item.
You have one (1) year from discovering the defect to implement the guarantee against hidden defects.
Should you discover a defect which renders the item fully or partially unfit for the use for which it was intended, you may choose to either cancel the sale or to reduce the sale price.
NETHERLANDS
You have two (2) years to invoke the legal guarantee of conformity after delivery of the articles.
If it appears that articles are defective and/or do not meet the above standards, firstly you are entitled to have such articles repaired or replaced and, if this is not possible or cannot reasonably be expected of us, secondly, you are entitled to cancel the purchase or receive a discount on the sales price under the applicable pricing conditions.
Any non-conformity that manifests within six (6) months from delivery is deemed to have already existed at the time of delivery. You are therefore not obliged to prove the existence of a non-conformity manifesting during this period.
GREAT BRITAIN
You have a period of six (6) years to invoke the statutory guarantees following the delivery of the items.
Within the first thirty (30) days of receiving the item(s), you have a " short right to reject period" for faulty items. In this case, you are entitled to reject the item(s) and ask for a full refund. We will cover any reasonable return costs for the item(s), i.e. any reasonable costs incurred to return the item(s) by any ordinary agreed postal/courier method, unless:
• The item(s) have been delivered to a Longchamp store and you are returning the items to the same store;
• The items are delivered by post, and you ask LONGCHAMP to collect them from your delivery address.
You may also claim a repair or replacement. This claim right is not limited to thirty (30) days. Once the " short right to reject period" has elapsed, you may still exercise this claim entitlement.
Should you exercise your repair/replacement right but the first repair/replacement attempt is still faulty or non-compliant, or if a repair/replacement is not possible, you have a "final right to reject" which allows you to either return the item(s) and request a refund, or to keep the item(s) but request a price reduction due to the fault.
If the final right to reject is exercised more than six (6) months after product delivery, LONGCHAMP may deduct part of the refund to take into account your existing use of the product.
Compliance defects which appear within six (6) months of delivery shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
IRELAND
You have a period of six (6) years during which you may invoke the legal guarantee.
You should take action as soon as possible after discovering the defect.
Compliance defects which appear within six (6) months of purchase shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
If a defect is proven, you can obtain a refund of your item, or failing that a repair or replacement.
ITALY
You have two (2) years of delivery of your item(s) to invoke the statutory compliance guarantee.
Should you do so, you may opt for the repair or replacement of the item, subject to the cost conditions set out by Article 130 of the Italian Consumer Code.
Compliance defects which appear within twelve (12) months of delivery shall be presumed to exist on delivery. Consequently, you are not required to provide proof of any compliance defect arising during this period.
Compliance defects must have been reported within two (2) months from the date on which the defect is found.
PORTUGAL
You have three (3) years of delivery of your item(s) to invoke the statutory guarantee.
Should you do so, you may opt for the repair or replacement of the item, or a partial or full refund of the price of the items.
Compliance defects which appear within two (2) years from the purchase of the items shall be presumed to exist at the time of their purchase. Consequently, you are not required to provide proof of any compliance defect arising during this period.
DANEMARK
You have two (2) years of delivery of your item(s) to invoke the statutory guarantee.
Compliance defects which appear within six (6) months from the purchase of the items shall be presumed to exist at the time of their purchase. Consequently, you are not required to provide proof of any compliance defect arising during this period.
Should you do so, you may opt for the repair or replacement of the items, or if the repair or replacement of the items is not possible (but only if the default is significant), a partial or full refund of the price of the items.
You will be refunded of the price of your items if we do not comply within a reasonable period of time.
SWEDEN
You have three (3) years of delivery of your item(s) to invoke the statutory guarantee.
Compliance defects which appear within six (6) months from the purchase of the items shall be presumed to exist at the time of their purchase. Consequently, you are not required to provide proof of any compliance defect arising during this period.
Should you do so, you may opt for:
1/ the repair or replacement of the items, or
2/ a partial or full refund of the price of the items if the repair or replacement of the items is not possible, or cannot be complied within a reasonable period of time or without major inconvenience to the consumer.
8.2. AFTER-SALES SERVICE
LONGCHAMP's After-Sales Service can provide repairs for wear of your item(s), as well as repairs which are covered by your Statutory Guarantees.
The best way to contact our After-Sales Service is at the e-mail address shown in the table at the beginning of this document.
You can also visit any LONGCHAMP Store or authorised LONGCHAMP reseller.
Without prejudice to any legal provisions in force, your item(s) will be sent to our workshops, who will take the appropriate decision.
- Should our workshops identify and confirm a manufacturing fault, we will repair your item(s) free-of-charge ot replace it/them with a brand new equivalent item.
- For items which have already been used, the repair may be charged (prices for the most common repairs are available from all sales outlets). The price will be provided when you hand over your item.
- Your item will not be repaired if it is too worn. If this is the case, it will be returned to you in its current condition.
8.3. LIABILITY
You have sole responsibility for your decision to purchase an item. The photographs and graphics shown on the website are not contractual and we cannot accept responsibility for them.
Therefore, please note that items may not appear exactly as they do on the screen, for which we shall not be held liable. Nor shall we be liable for the wording of the personal message which accompanies your gift and any consequences arising therefrom, nor for any unsuitable personalised choices (gifts included).
Moreover, we cannot be held liable or to be acting wrongfully due to any delay or non-performance due to a force majeure event.
Finally, please note that we cannot be held liable for any order placed by a minor, whether or not their parents have approved the order.
ARTICLE 9 – RETENTION OF DOCUMENTS
For any order exceeding one hundred and twenty (120) euros/CHF/pounds or one thousand two hundred and thirty (1,230) SEK or nine hundred (900) DKK including tax, we undertake to keep the documents relating to the transaction for a period of ten (10) consecutive years. We will ensure that you are able to access these documents at any time, on request.
ARTICLE 10 – PERSONAL DATA
The personal data that we collect is required to process your order. There is no intention at any time to sell, market or rent this data to any third party.
The information may be used for statistical, marketing analysis and customer relations purposes.
If you subscribe to our commercial offers, we may send you promotional offers, event invitations or news on the LONGCHAMP brand by post, e-mail, text message or phone, based on the contact methods which you have selected. These offers, news updates and invitations may be personalised according to your needs and interests.
LONGCHAMP collects personal data for the following purposes:
Purpose |
Legal basis |
Creation and management of customer accounts |
Consent of the person concerned for this specific purpose (Article 6.1.a) of the EU Regulation 2016/679 of the European Parliament and of the Council of 27 April 2016) |
Sending LONGCHAMP promotional offers, events and news (subject to your prior agreement) |
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Managing requests to subscribe and unsubscribe from commercial offers |
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Generating statistics, market analysis and customer relation follow-up |
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Hosting online competitions and informing winners |
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Processing requests made via the online contact form |
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Processing and tracking orders |
Performing a contract to which the person concerned is party or pre-contractual measures made at the latter's request (Article 6.1.a) of the EU Regulation 2016/679 of the European Parliament and of the Council of 27 April 2016) |
You may at any time withdraw your consent to the processing of your data for the above purposes, except for that related to the processing and tracking of orders.
Personal Data is collected on behalf of LONGCHAMP SAS, in its capacity as the Controller. Such data may be sent to other companies within the LONGCHAMP Group, and to its service providers in the European Economic Area.
Given the LONGCHAMP Group's international reach and in order to optimise the quality of our service, your personal data is likely to be sent outside the European Economic Area. LONGCHAMP however ensures that the necessary measures are in place for sufficient privacy protection and to guarantee secure data transfer.
Your data may also be sent to LONGCHAMP Store franchisees, for the commercial and promotional management of their sales outlets.
In any case, all data collected is strictly confidential and protected to prevent it from being altered, damaged or accessed by any unauthorised persons.
LONGCHAMP undertakes to ensure that your personal data is not kept any longer than is strictly necessary for the purposes described above.
In compliance with the French Data Protection Act No. 78-17 of 6 January 1978 as amended and EU Regulation 2016/679 of the European Parliament and of the Council of 27 April 2016, you have the right to access, rectify, and delete your personal data as well as a right to data portability and a right to oppose and limit the processing of this data, which you may exercise by writing to LONGCHAMP SAS, 12 rue Saint Florentin 75001 Paris, or by using our online form available on our website Longchamp.com. Please note that you may be asked to show a copy of your identity document in the event of reasonable doubt as to the identity of the person making the request.
You may also contact our data protection officer (DPO) at the following address: dpo@longchamp.com. You have the right to submit a claim to the French Data Protection Authority (CNIL) by writing to: Commission Nationale Informatique et Libertés, 3 Place de Fontenoy - TSA 80715 - 75334 PARIS CEDEX 07.
ARTICLE 11 – INTELLECTUAL PROPERTY
LONGCHAMP holds ownership rights or exclusive usage rights over the intellectual property rights to the website and all of its components, including trademarks, designs, copyright and domain names. Any partial or total reproduction of the website which is not solely for personal or private use is prohibited without LONGCHAMP's express approval.
ARTICLE 12 – APPLICABLE LAW & DISPUTES
These General Terms and Conditions of Sale, the order and any documents arising there from are governed by French law.
For any disagreement, we advise you to contact us first at the e-mail address shown in the table at the beginning of this document.
Should you fail to reach an amicable settlement with our Online Customer Service department, you may opt for a conventional mediation procedure or any other alternative dispute settlement process.
In accordance with the provisions of the Consumer Code concerning the amicable settlement of disputes, for orders delivered in France, Longchamp adheres to the FEVAD (Fédération du e-commerce et de la vente à distance) Consumer Mediator Service whose contact details are as follows Médiateur de la consommation FEVAD BP 20015 - 75362 PARIS CEDEX 8 - https://www.mediateurfevad.fr ;
After consumers have made prior written representations to Longchamp, the Mediation Service may be contacted for any consumer dispute that has not been resolved. To find out how to contact the Mediator, click here.
You can also resolve your dispute via the Online Dispute Resolution platform set up by the European Commission (http://ec.europa.eu/consumers/odr/).
If they cannot be settled amicably, any disputes arising from the purchase and sale transactions concluded in application of these General Terms and Conditions of Sale, concerning their validity, interpretation, performance, termination, consequences and effects, and which it has not been possible to resolve, shall be submitted to the competent courts under the conditions of common law.
MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)
I/We (1) hereby inform you of my/our (1) withdrawal from the contract relating to the sale of the item (1) below:
……………………………………………………………………………………………………………………….
Order number :……………………………………………………………………………………………………..
Ordered on (1)/received on (1) : ………………………………………………………………………………….
Consumer’s (s’) name(s) : ………………………………………………………………………………………
Consumer’s (s’) address : ………………………………………………………………………………………
……………………………………………………………………………………………………………………….
Consumer’s (s’) signature
(only if using a printout of this form)
Date
____________________
(1) Delete as appropriate