FOR AUSTRIA, BELGIUM, DENMARK, FINLAND, FRANCE, GERMANY, IRELAND, ITALY, LUXEMBOURG, MONACO, NETHERLAND, PORTUGAL, SPAIN, SWEDEN, SWITZERLAND.
Last updated: 5 January 2022
We may make changes from time to time to these Conditions of Service so please check regularly to keep informed of updates. The latest version of these Conditions of Service will always be available on the Platforms. Any new version of these Conditions of Service shall take effect immediately upon the date of posting and will govern any orders of Services made as from that date. Any changes to the Conditions of Service made after you have placed a Service Order will not affect that order and your relationship with us, except as may be required by applicable law.
About Chloé and these Conditions of Service
These Conditions of Service apply to any repair services (the “Services”, and each such order a “Service Order”) that you may order from the Service Entity (as defined below):
- using the website www.chloe.com and any associated mobile or digital applications that refer to these Conditions of Service (together, the “Platforms”);
- by e-mail or by telephone via our Chloé Client Relations Center (the “Client Relations Center”)
For services to clients based in AUSTRIA, BELGIUM, DENMARK, FINLAND, FRANCE, GERMANY, IRELAND, ITALY, LUXEMBOURG, MONACO, NETHERLAND, PORTUGAL, SPAIN, SWEDEN: Société Cartier has its registered offices at 13, rue de la Paix, 75002 Paris, France. Our VAT number is TVA CEE FR 36 775 658 859.
For services to clients based in SWITZERLAND: Richemont Suisse S.A. has its registered offices at 9, route des Biches, 1752 Villars-sur-Glâne, Switzerland. Our VAT number is CHE-102.738.465.
The Services/ Service Order include the online ordering of repair services, the online approval of any cost estimates, the online tracking and the online payment (as made available to you on the Platforms and/or Client Relations Center) for the order of a repair service that you may have made via our Platforms, e-mail or the Client Relations Center (together the “Service Channels”).
Please read these Conditions of Service carefully. These Conditions of Service are applicable to any Service Order ordered through the Service Channels that you validate and accept online through the Platforms, by e-mail or that the Client Relations Center validates and accepts online on your behalf. Please note that before placing an order for the Services, you will be asked to agree to these Conditions of Service. If you do not agree to these Conditions of Service, then you will not be able to order any Services. Service Orders placed through boutiques or third parties (such as authorised retailers) are not subject to these Conditions of Service.
We conclude contracts only with individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (eighteen in most countries); (b) have legal capacity to enter into contracts; and (c) have a shipping address in Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherland, Portugal, Spain, Sweden, Switzerland. If you are under the age of legal majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place a Service Order on your behalf and they will be asked to agree to these Conditions of Service.
By placing a Service Order, you represent and warrant that you are a bona fide end-user customer purchasing for your own or another’s personal use and will not use, deliver, sell or otherwise market or purchase the Services for commercial purposes. If despite our efforts, the Service is no longer available or we believe, for legitimate reasons, that a Service Order would violate these Conditions of Service, we may refuse such order.
Only genuine Chloé products of the following categories: bags and small leather goods with a maximum manufacturer’s retail sale price of are eligible for Services:
- 100 000 EUR: Austria, Belgium, Finland, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain
- 100 000 CHF: Switzerland
- 750 000 DKK: Denmark
- 1 000 000 SEK: Sweden
Request for service
If you wish to order Services via the Platforms, fill in the Service Request Form and send it by e-mail to our Client Relations Center.
Shipping your product
Chloé will send you a mailing kit (the "Service Kit") containing:
- The necessary material to pack your product carefully to the address provided by you
- A printed copy of the Service Request Form previously sent to our Client Relations Center
- A label with a tracking number
- Shipping guidelines to contact our transportation partner
- The original duly completed and signed Service Request Form
- A copy of the warranty card or proof of purchase / service if your creation is under guarantee
Once the Service Kit is ready, please contact our transport partner to arrange the pickup according to the instructions provided with the Service Kit. Please note that the shipment of your product through our transport partner must be made within the country from you received the Shipping Kit. The collection is only valid in Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherland, Portugal, Spain, Sweden, Switzerland, and post office boxes are excluded. This Service is offered to you free of charge, the delivery costs being at our expense. You are required to send us your product only through our transport partner in accordance with the shipping instructions provided with the Service Kit. Chloé does not bear any cost and declines all responsibility for loss, theft, damage or other damage to your product if it is not sent via our transport partner in accordance with the shipping instructions set out here and otherwise given with the Service Kit.
Chloé will receive your product and verify that it meets these Conditions of Service. Chloé will then proceed to the diagnosis of your creation to identify the necessary Services in accordance with the Service Request Form and will send you by e-mail an estimate.
You will receive a cost estimate for approval by e-mail.
This Cost Estimate will be valid for the period referred in the Cost Estimate, after which it will automatically become null and void if you do not accept it within that time period.
We invite you to carefully check all the details of the cost estimate and the Conditions of Service before placing your order by e-mail.
All prices for the Services shown on the Platforms or the cost estimate are in Euros. VAT and shipping costs are included but other taxes are not included, unless otherwise indicated.
Once you have received and reviewed the cost estimate, you are required to formally accept the Services listed in the cost estimate in order for Chloé to proceed with your Service Order.
When you have completely reviewed your Service Order, please check the tick boxes confirming that you have read, and accept to be bound by these Conditions of Service, and then ticking the relevant box to confirm your acceptance of the Service Order. Your online approval of the cost estimate constitutes acceptance of the Service to be performed by Chloé and indicates the existence of a binding contract.
If you refuse the cost estimate, we will not perform any services and will return your creation in the condition that it was received at the address that you have previously communicated.
Notwithstanding anything to the contrary provided for herein, Chloé reserves the right to refuse, cancel and terminate Service Orders at any moment in time for legitimate reasons. For example, Chloé may refuse, terminate or cancel your Service Order if there is an on-going dispute concerning payment of a prior Service Order or if Chloé suspects that you have violated these Conditions of Service.
By authorizing us to proceed with the Service, you agree to pay for our performance of the repair work, within the limit of the cost estimate you validated.
If, for technical reasons, Chloé determines before proceeding with the Service that the cost of the repair will exceed the cost of the estimate you validated, we will send you a new estimate for your approval or rejection.
EU countries only: You may also request that the Services begin only fourteen (14) days after the conclusion of the binding contract, so that you may exercise your right to withdraw from the contract without incurring any charges (see below). In order to do this, please write under your signature the following sentence "I request that Chloé only commences the Services following a period of fourteen (14) days from the date of my approval of the contract", and the Services will start only fourteen (14) days after the conclusion of the binding contract.
Once the services corresponding to the Services ordered have been carried out by Chloé according to the order you have previously approved, Chloé will send you an invoice corresponding to your order by e-mail inviting you to pay by bank transfer the sum due to the title of the Services. Please make sure that we receive the full amount mentioned in the invoice and do not forget to mention the reference number of your order on your bank transfer form. Please note that some financial institutions may charge a bank transfer fee.
Delivery; Delay; Our Cancellation
Chloé will only send your creation after receipt of your payment. Chloé will send the creation (if applicable with your warranty card or proof of purchase / service) to the delivery address that you have previously communicated to us. This must be the same country from which you sent us your product.
Please note that Chloé only delivers in Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherland, Portugal, Spain, Sweden, Switzerland, excluding certain addresses (e.g. post office boxes). All deliveries to the customer are made by our transport partner free of charge for the customer, the delivery costs being at our expense. Once the shipment is shipped, the delivery time is usually approximately one (1) to three (3) business days. We require the signature of an adult confirming receipt of the package with your creation, at which point the responsibility for the creation comes back to you.
Any delivery estimate communicated to you is only an estimate and is not binding on Chloé. Chloé shall not be liable for any damage resulting from any modification to the delivery estimate. Chloé will inform you as soon as possible of any modification to the delivery estimate.
In the event that Chloé needs to cancel a Service Order due to exceptional circumstances, all payments received from you for Services shall be reimbursed to you by Chloé, without undue delay. No additional fees or penalties will be assessed against you, you shall not have any claims against Chloé, its agents, affiliates and employees, and neither party shall have any further obligation to the other.
Your Right of Withdrawal - EU countries only
You have the right to withdraw from the contract created by our written order confirmation without giving any reason fourteen (14) days from the date on which the binding contract comes into effect. This is considered to be your statutory right to withdraw from the contract.
To exercise your right to cancel, you must notify Chloé of your decision to cancel unequivocally. You may also cancel using the Model Cancellation Form (that can be found at the bottom of this page), but this is not compulsory. In order to comply with the cancellation period, it is sufficient to send an e-mail stating that you request to exercise your right of cancellation before the expiry of the cancellation period.
If you have signed a Service Request Form or an estimate in which you do not expressly request that the performance of the Services commence after the end of the applicable withdrawal period, you may still exercise your right of withdrawal within the time limit, subject to the payment of an amount corresponding to the Services provided.
In case you exercise your right of withdrawal before the diagnosis phase, no payment of fees will be required.
In the event that you exercise your right of withdrawal during the provision of the Services, you will have to pay Chloé an amount calculated on the basis of the percentage of the total contractual services corresponding to the Services ordered which will have been made on the date you notify us. If, at this time, the Services have been fully performed by Chloé, you must pay the full amount due for the Services.
Chloé will send you an invoice to pay the applicable costs. After receiving your payment, we will send your creation
After receiving your payment, we will send your creation in the condition it was on the date you informed us of your decision to withdraw from this distance contract.
Manufacturer’s Guarantee and Your Legal Consumer Rights
After completion of the Services, you will receive a warranty on the Services for 12 months or 24 months depending on the type of Services granted from the date that you repossessed your creation. To exercise this warranty, you must contact Chloé under the same conditions as above. Chloé will determine the Services to be redone, which will be carried out at the expense of Chloé if the warranty applies. This warranty is valid worldwide.
Selected products are covered by the applicable Chloé Guarantee. If you wish to repair a product covered by the applicable Chloé Guarantee, please refer to the applicable Chloé Guarantee, and call our Client Relations Center for more information.
In your capacity as consumer, you may have legal rights under the applicable law of governing the sale of consumer goods; those legal rights are not affected by these Conditions of Service or the applicable Chloé Guarantee.
Limitation of Liability
Chloe does not confirm the cost of the Services until a cost estimate has been issued by Chloe.
While Chloé endeavours to verify the accuracy of any information it provides on the Platforms, in advertisements or catalogues, or through the other Service Channels, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. Chloé does not confirm the cost of the Services until a cost estimate has been issued by Chloé.
While every effort will be made to ensure that the descriptions, photographs or graphical representations relating to the Services detailed on the Platforms are as accurate as possible, Chloé does not warrant that such materials or other content are error-free, whether as a result of inaccuracy, omission, obsolescence or otherwise.
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the Services, whether express or implied by statute or otherwise or arising from any previous course of dealing or usage or trade practice.
Nothing in these Conditions of Service limits or excludes our liability for any liability which cannot be limited or excluded by applicable law. Subject to the preceding sentence, our aggregate liability to you under these Conditions of Service for any order, whether in contract, tort (including negligence) or otherwise, even if we have been advised of the possibility of such damages, shall in no event exceed one hundred percent (100%) of the cost of the Service in your Service Order.
In the event that you sent us your product at your costs, by your own means with the carrier of your choice, or with our Service Kit but without using our pre-paid label, you shall bear any and all risks associated therewith and Chloé cannot be held liable for any risks and costs associated with the shipping of your product (including without limitation administrative, handling, delivery, insurance or return costs), or in case of loss, damage, theft or any other deterioration of your product during transportation to the Chloé Customer Service department.
Please note that in some jurisdictions consumer protection laws may not allow certain exclusions or limitation of warranties or liabilities, and consequently some of the above exclusions and limitations may not apply.
If any provision, or part of a provision, of these Conditions of Service is deemed to be illegal, invalid or unenforceable, the remainder of the provisions of these Conditions of Service shall be unaffected and shall continue to be fully valid, binding and enforceable.
These Conditions of Service (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of Services, and replace and extinguish all prior agreements, draft agreements, arrangements, undertakings, or collateral contracts of any nature made by the parties, whether oral or written, in relation to such subject matter.
We are not responsible for any failure or delay in performing or complying with our obligations under these Conditions of Service which arises from any cause beyond our reasonable control.
The waiver by us of a breach of any provision of these Conditions of Service will not operate to be interpreted as a waiver of any other or subsequent breach.
This contract is between us and you. No other person shall have any rights to enforce any of its terms.
Applicable law and jurisdiction
These Conditions of Service shall be governed by and construed in accordance with the laws of the country in which the applicable Service Entity has its registered office, without reference to conflict of laws provisions (“applicable laws”). Any dispute, controversy or claim arising out of or in relation to the Conditions of Service, including the validity, invalidity, breach or termination of the Conditions of Service, shall be adjudicated or arbitrated in accordance with the Conditions of Service. Where the applicable laws are different to the mandatory consumer laws in your own country, we will afford you with similar protection.
You may bring proceedings against us either in the courts of the country in which the applicable Service Entity has its registered office or in the country where you are domiciled. We may bring proceedings against you in the courts of the country where you are domiciled.
Without any restriction to bring proceedings before a court, you and Chloé will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure.
EU countries only: If you are a consumer resident in the European Union, you have the right to submit your complaint to an Alternative Dispute Resolution entity. To find a list of ADR entities in your country, you may refer to the European Commission Online Dispute Resolution platform at the following address: http://ec.europa.eu/consumers/odr.
For France only: In accordance with Article L. 612-1 of the French Consumer Code, you can use the service of the Association of European Mediators to which we report free of charge, either via the Internet: https://www.mediationconso-ame.com, by completing the form dedicated for this purpose accompanied by the documents supporting your request, either by post: AME Conso, 11 place Dauphine - 75001 PARIS.
For Belgium only: You can also use the dispute resolution service provided through the Consumer Ombudsman Service (North Gate II, Boulevard du Roi Albert II 8 Bus 1 1000 Brussels, tel : 02 702 52 00, email@example.com, www.consumentenombudsdienst.be/nl.
If you have any questions or comments about these Conditions of Service, or matters generally (including any complaints), please contact our Client Relations Center.
- Austria: +33 1 47 23 92 85
- Belgium: +44 (0)207 811 3950
- Denmark: +44 (0)207 811 3950
- Finland: +44 (0)207 811 3950
- France: +33 1 47 23 92 85
- Germany: +49 89 20303250
- Ireland: +44 (0)207 811 3950
- Italy: +39 800145842
- Luxembourg: +44 (0)207 8113 950
- Monaco: +33 1 47 23 92 85
- Netherland: +44 (0)207 811 3950
- Portugal: +44 (0)207 811 3950
- Spain: +33 1 47 23 92 85
- Sweden: +44 (0)207 811 3950
- Switzerland: + 44(0)207 811 3950
EU countries only - Model Cancellation Form
- To Chloé SAS, Service Client, 31-53 rue Blaise Pascal ZI de Mardelles, 93600 Aulnay sous Bois, France
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of service of the following goods (*)/for the provision of the following service (*),
- Ordered on (*)/received on (*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
(*) Delete as appropriate