CONDITIONS OF SALE
UNITED STATES OF AMERICA
DISTANCE SALES FROM E-BOUTIQUE, CLIENT RELATIONS CENTER, AND PAY-BY-LINK
Last updated: May 2026
About these Conditions of Sale
These Conditions of Sale apply to any sales of products or services that you may order from our Selling Entity (as defined below):
1. using our website and any associated mobile or digital applications that refer to these Conditions of Sale (together, the “Platforms”),
2. by contacting our client relations center (the “Client Relations Center”), or
3. by using Pay-by-Link at an event, in our boutiques or by e-mail or telephone via our boutiques (the “Remote Boutique”)
(together the “Sales Channels”).
Sales concluded in person through physical points of sale in our retail boutiques (not using Pay-by-Link) and third parties (such as authorised distributors) are NOT subject to these Conditions of Sale.
The selling entity that will sell the products to you is Chloe, a division of Richemont North America, Inc., with registered offices at 645 Fifth Avenue, New York, New York 10022 (the “Selling Entity”, “Maison”. "we", "us" and "our").
By placing an order, you agree to be bound by the Terms of Use and Privacy Policy which you can find on the Platforms.
You will need to read and agree to these Conditions of Sale to be able to place an order through our Sales Channels. These Conditions of Sale are applicable to any order placed through the Sales Channels, and include an agreement to arbitrate any disputes on an individual basis.
Updates to These Conditions of Sale
We may make changes from time to time to these Conditions of Sale and the latest version will always be available on the Platforms. Any new version of these Conditions of Sale shall take effect immediately upon the date of posting and will govern any orders made as from that date.
Purchasing Eligibility
Only individuals (and not legal entities) who (a) have reached the age of legal majority required to enter into contracts (eighteen in most states); (b) have legal capacity to enter into contracts; and (c) where shipping is applicable, have a shipping address in the continental United States of America, Alaska, Hawaii or the District of Columbia, may order products and services through the Sales Channels..
By placing an order through the Sales Channels, 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 deliver, sell or otherwise distribute our products or purchase our products or services for commercial purposes. Bulk purchases and purchases for resale are prohibited.
The buyer who will acquire the product confirms that the funds used for the order are from legitimate sources and that neither you nor any beneficiary are on sanctions lists or residents of a sanctioned country. To comply with anti-money laundering (“AML”) laws, you may be required to provide personal information for verification purposes. It is your responsibility to provide accurate and up-to-date information. Failure to comply with any AML requirements may result in your order being rejected or us not providing future products or services to you. You consent to our collection, processing, and retention of your personal information for AML compliance, in accordance with our Privacy Policy (available on the Platforms) and applicable data protection laws. We are prohibited under U.S. law from making sales of its goods to individuals or companies designated on the Office of Foreign Assets Controls (“OFAC”) Specially Designated Nationals (“SDN”) List, or to country destinations sanctioned by the U.S. Any such transactions will be declined.
Product Availability & Quantity
All orders placed through the Sales Channels are subject to product availability and acceptance of such orders by us. Products or services that cannot be added to the shopping cart are not available for sale via the Platforms at this time. Additionally, certain products and services shown may not be available for sale and delivery in some states The Client Relations Center or Remote Boutique (as applicable) can provide more information about these products or services.
Quantity limits may apply in relation to orders for certain products. We reserve the right to refuse at any time and without prior notice, orders exceeding a certain number of products.
Order Process
The order process of the Platforms involves adding items to a shopping cart (availability not guaranteed until order confirmation), proceeding to checkout as a guest or registered user, reviewing and confirming your order details (including delivery, personal, and payment information), and finally placing the order. For guest orders, we may still create an account on our internal systems to record your purchase(s).
In the case of an order being placed through the Client Relations Center or Remote Boutique, our ambassador will guide you through the steps above and verbally ask you to confirm the details of your order.
We will refuse, cancel and terminate orders at any time if we have reasonable grounds. For example, if there is an ongoing dispute concerning payment of a prior order or if we suspect, in our sole discretion, that you have engaged in (i) fraudulent activities; (ii) the import of product activities which we have not intended; or (iii) have otherwise violated these Conditions of Sale.
Personalized Services
Personalization services (for example, engraving or hot stamping) may be available on a selection of products.
We will refuse acceptance of any order for personalized products that contain language that is objectionable, unlawful or contrary to our policies. You are responsible for ensuring that any wording you provide for personalizing products is correct.
Orders for personalized products or products made to your bespoke specifications cannot be cancelled and cannot be returned to us for exchange or refund (except where defective) and are considered final upon receipt of a written Acknowledgement of Order. This does not affect your consumer rights under the law.
Prices, Taxes and Shipping Costs
All prices shown or quoted by the applicable Sales Channels are in U.S. Dollars unless otherwise stated and exclude sales tax, shipping costs and other taxes unless otherwise stated. Sales, use or other taxes will vary based on the location to which products are being delivered.
The final price in applicable currency and including sales or other taxes, and any shipping costs, will be displayed in your shopping cart or confirmed to you after you enter or confirm your delivery address and select your shipping options.
We take reasonable care that the prices of products and delivery costs are correct when the relevant information is communicated to you via the Sales Channels. However, it is possible that, despite our reasonable efforts, some of the products offered or shipping and handling costs may be incorrectly priced and/or applicable laws have changed that may impact taxes associated with your order. If any of the products or any delivery costs are incorrectly priced and/or a different tax applies, we will contact you as soon as possible to reconfirm the order and new amounts. If we are unable to contact you using the contact details you have provided during the order process, we will cancel the order and notify you in writing. If we mistakenly accept and process your order where a pricing or delivery cost error occurs, we may cancel the order and refund you any sums you have paid.
Please note that changes to applicable law between the date on which your order is placed and the date on which you are sent a written Confirmation of Order & Shipment may result in changes to the taxes, duties or tariffs associated with your order. If the resulting change is an increase in the taxes, duties or tariffs that you are charged, we will contact you and ask that you reconfirm your order.
Payment
We accept the payment methods identified in the order process via the Sales Channels. Depending upon the means of payment, we may require additional information, including specific forms of identification.
All payment card holders are subject to validation check and authorization by the card issuer. Other payment methods may also be subject to validation checks and authorization by the payment system providers. You expressly authorize us to perform security checks, where we deem necessary, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to your payment card details, to authenticate your identity, validate your payment card, obtain an initial payment card authorization, and authorize individual purchase transactions.
Where we offer partial or full prepayment as an advance payment method to reserve or pre-order a product or service, the prepayment amount will be disclosed in writing with your order and taken immediately following the placement of your order. We will reserve your product or service for the period specified in your order after which we reserve the right to sell the reserved product or service. Where you use a payment card or any instant or early capture payment solution offered on the Platforms as a payment method, the full amount of your purchase may be taken immediately or blocked on your payment method following the placement of your order.
Prepayment shall not impact any of your legal rights under these Conditions of Sale. Once your order is shipped, you will be sent a Confirmation of Order and Shipment. If we cannot meet our shipping and/or delivery obligations set out below, we will notify you via e-mail and we will refund the prepayment without undue delay.
Payment via Klarna
We offer the following payment options powered by Klarna: Klarna Pay in 4 - split your purchase into 4 interest-free instalments, paid every two weeks. Klarna Financing - spread the cost over 6 or 12 months. Interest applies and the rate and full credit terms are presented by Klarna before you confirm your order. Subject to credit approval When you choose a Klarna payment option, you enter into a separate agreement directly with Klarna Inc. We are not the lender and has no role in credit decisions or the collection of repayments. For full terms and support, please visit Klarna's Website.
Where we offer a financing option and you choose to use it to pay for your order, the payment and finance option will be subject to both these Conditions of Sale and the applicable terms and conditions of our finance provider, who is disclosed before or during the checkout process. You will have the opportunity to acknowledge and agree to the finance provider’s terms and conditions before confirming the finance option as your method of payment. Note that any selected product(s) and/or service(s) will be held for a limited period of time to permit you to complete the financing process and will be released if you fail to complete the purchase within the time limits.
We may accept bank wire transfer for orders placed by telephone or as otherwise arranged directly with us, and such orders are subject to an order approval process. We do not charge a fee for bank wire transfers, however, some financial institutions may charge a fee for using a bank wire transfer. The order will not be processed until the payment has been received and confirmed by us by e-mail. Please be advised that payments by wire transfer require additional processing through our ambassador and that there might be an additional waiting period before a product or service can be released depending on the value of the product or service ordered. If your wire transfer payment is not credited into our bank account within seven (7) days after you have placed your order, your order will be cancelled.
Acknowledgement of Order
Once your order is placed you will receive a written Acknowledgement of Order (confirming the details of your order, the order reference number and these Conditions of Sale). This Acknowledgement of Order is not an acceptance of your order.
Confirmation of Order & Shipment
Upon shipment of your order, we will send you a Confirmation of Order & Shipment in writing (by e-mail or otherwise). This Confirmation of Order & Shipment constitutes our acceptance of your order and indicates the existence of a binding sales contract, except for personalized products, where our Acknowledgement of Order constitutes our acceptance of your order and indicates the existence of a binding sales contract.
You also will receive an invoice by e-mail. If you have chosen to collect your order in a boutique, the invoice will be shared by e-mail after collection.
We reserve the right not to accept your order for any reason at our discretion. Such non-acceptance may result, for example, from the fact that the product ordered is out of stock or that we are unable to obtain authorisation for your payment or that you do not meet the terms of eligibility above.
Shipping Policy
We only accept orders for shipping within the continental United States of America, Alaska, or Hawaii. We do not ship to certain addresses, such as hotels, military, certain restricted areas, pick-up points, freight forwarders or PO boxes. Boutique pick-up may be offered, free of charge, to certain locations. We will inform you when the product is ready for pick-up at the boutique. Only the person who placed the order is authorised to collect the purchased item. To collect your order, you will be required to present a valid photo ID (passport, driving licence, or ID card) and your order collection e-mail. The name on the ID must match the name on the order.
If you order several products, we reserve the right to ship the order only once all products are available (unless we communicate to you that there will be partial shipments).
Delivery
We will use reasonable efforts to ensure delivery by the carrier within the estimated delivery time from the date of our written Confirmation of Order & Shipment except if your purchase relates to a product or service that we have explained to you will take additional time to deliver, for example in the case of products or services that we personalize or produce to your specifications.
If delivery of products is delayed, we will inform you as soon as possible and will use reasonable efforts to minimize the delay. With the exception of personalized products, if we do not deliver within thirty (30) days from the date of the written Confirmation of Order & Shipment or any other delivery time as indicated by us, you may contact us to cancel the relevant order and we will refund of any sums you pre-paid for products not delivered.
In any event, your sole remedy for any failure by us to deliver the order to you shall be your right to cancel the relevant order and receive a refund of sums you pre-paid us for any products which you have not received.
When estimating your delivery time, please allow time for credit approval, address verification, security checks and order processing. Please note that delivery is always subject to receiving your full payment.
We offer:
- Express delivery through UPS and FEDEX, with an estimated lead time of 2 business days. This service is free of charge to the customer.
- Saturday delivery, also provided by UPS and FEDEX, the estimated lead time is 2 business days. This option is free for orders above $2000, and costs $10 for orders below $2000.
- Same Day delivery is available through AVS, depending on the zipcode in New York and New Jersey. If the order is placed before noon, it will be delivered the same day. This service is free for orders above $3000, and costs $80 for orders below $3000.
*All order delivery date estimations are subject to stock availability and may be delayed for special requests
**Saturday and U.S. federal holidays will not be considered as a regular business day with respect to estimated delivery lead time.
Our designated carrier may require a signature by you, or an adult at the nominated delivery address (unless arranged by you otherwise), to confirm the delivery of each product, at which point risk and responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example, as a gift), then you understand and accept that evidence of a signature by such recipient (or an adult at the delivery address) is evidence of delivery and fulfilment of the sales contract by us and transfer of responsibility to the recipient in the same way as if the product had been delivered to you. We reserve the right to deliver products only to the person who is the intended recipient of the order as stated on the label of the parcel and may request an ID check for verification purposes at the time of delivery for certain categories of products.
Returns and Exchanges
This Return and Exchanges Policy details your options on how you can return your purchase, and your rights in relation to obtaining a refund or exchange.
(a) Return Period
We allow you to return or exchange products purchased through the Sales Channels within 30 days following the order date, subject to the terms below.
(b) Condition of Returned Products
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original packaging, including all accessories and documents. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
All returns will be subject to strict Quality Control (“QC”) by us. If the products do not meet QC standards or these Conditions of Sale, we will refuse the return, and the products will be returned to you at your cost.
(c) Products You Cannot Return or Exchange
Orders for products that have been personalized or otherwise made for you with bespoke specifications cannot be cancelled and such products cannot be returned for exchange or refund. This includes, without limitation, products that have been engraved or hot-stamped.
Please note, all fragrance, cosmetics and aerosols and other personal care products are final sale and may not be returned or exchanged whether opened or unopened.
If applicable, product(s) and/or services(s) purchased using our finance option cannot be exchanged.
(d) Return Process
Only products purchased through the Platforms or our Client Relations Center can be returned to us using the process set out below, including those delivered via boutique pick-up.
You may return or exchange your product purchased through the Platforms or through our Client Relation Center, in selected boutiques within the United States. Contact our Client Relations Center for more information.
Products purchased in a boutique or Remote Boutique CANNOT be returned using the process below and must be returned in a boutique within the country of purchase.
To return a product to us:
(i) Ensure that the product you wish to return or exchange meets all the conditions set out in these Conditions of Sales;
(ii) In some countries, the return process can be initiated through the Platforms. Follow the weblink or QR code provided on the instruction card included in the delivery parcel. Otherwise, call the Client Relations Center which register and arrange the return or exchange. You may be asked at this stage to provide information about the product for us to make a first assessment of its condition (see above);
(iii) We will ask you to fill out the required information and sign the return and exchange form that was enclosed with your product delivery;
(iv) You must include in the delivery package, the completed return form along with the product, all its accessories, any free items you received as part of your order, the service guide, the warranty card and all other documents, in their original box;
(v) You must seal the delivery package and affix the provided pre-paid label; and
(vi) You may choose (a) to use our pick-up service and agree on a pick-up date with our logistics partner; or (b) a parcel drop-off at any of our logistics partner’s network locations within the eligible return period.
You must keep a proof of return shipment, and we accept no liability in the event that such proof cannot be produced. Only products received by us will be eligible for a refund or exchange. If you decide to use a different logistics partner than the one provided by us, the risk of loss or damage to the product during transit shall remain with you until the product is in our possession.
(e) Refunds
Only the buyer will be entitled to receive a refund of the purchase price. In no event will a person who has received the product as a gift (i.e. a “Gift Recipient”) be entitled to receive a refund. If you are a Gift Recipient and wish to return a product, please contact the Client Relations Center to discuss your options.
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within fourteen (14) days after receipt of the returned item by us.
If you are returning a product purchased via the Sales Channels to a selected retail boutique which is in the same country as your delivery address, you will be refunded using the same means of payment as used by you when purchasing the product. As an alternative to receiving a refund, you can at your choice receive merchandise credit. Boutique merchandise credits can only be used in selected retail boutiques in the same country as your delivery address.
(f) Exchanges
You may return a product purchased through the Sales Channels for exchange with another product, provided that the return complies with these Conditions of Sale.
Should a product be returned to us for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference. If a product is returned for exchange with a more expensive product, you will have to pay the price difference.
Should a product be returned for exchange to a selected retail boutique which is in the same country as your delivery address for exchange with a less expensive product, you will be refunded the price difference using the same means of payment as used by you when purchasing the product. As an alternative to receiving a refund, you can at your choice receive merchandise credit. Boutique merchandise credits can only be used in selected retail boutiques in the same country as your delivery address.
Service/Repairs
We offer services and repairs for products purchased through the Sales Channels via our boutiques. Services or repairs requests can be initiated via our Platforms in certain countries only.
Manufacturer’s Guarantee and Your Legal Consumer Rights
Selected products are covered by the applicable Maison Guarantee. If you wish to repair a product covered by the applicable Maison Guarantee, please refer to the applicable Maison 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 Sale or the applicable Maison Guarantee.
Product Descriptions
We try to ensure that the product information, including descriptions, dimensions, and colors, provided is accurate and complete. However, we make no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. In particular and where applicable, any description and information concerning the weight of precious materials and the number of stones and carats are provided as an indication only and may vary slightly.
Limitation of Liability
To the fullest extent permitted by applicable law, we disclaim and exclude all other terms, conditions and warranties in relation to the products and Sales Channels 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 Sale 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 Sale 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 the one hundred percent (100%) of the price paid for the product(s) in your order.
Please note that in some jurisdictions, including the State of New Jersey, USA, consumer protection laws do not allow certain exclusions or limitation of warranties or liabilities, and consequently some of the above exclusions and limitations do not apply.
General Provisions
If any provision, or part of a provision, of these Conditions of Sale is deemed to be illegal, invalid or unenforceable, the remainder of the provisions of these Conditions of Sale shall be unaffected and shall continue to be fully valid, binding and enforceable.
These Conditions of Sale (and associated terms incorporated by reference) constitute the entire agreement between you and us in relation to the order of products or 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 Sale which arises from any cause beyond our reasonable control.
The waiver by us of a breach of any provision of these Conditions of Sale 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. However, if you purchase a product as a gift, the recipient of your gift will have the benefit of the applicable Guarantee.
Governing Law; Agreement to Arbitration of Claims
Arbitration Required, Except for Small Claims. Any dispute, controversy or claim arising out of or related to the Conditions of Sale, including the validity, invalidity, breach or termination of the Conditions of Sale, or to any product purchased from Maison through the Sales Channels, and any communications to or between us (a “Dispute”), will be resolved by binding arbitration, rather than in court, except that a consumer or Maison may assert claims in small claims court if such claims qualify.
Informal Dispute Resolution. Before bringing any Dispute in arbitration, you and Maison agree that you will first notify the other party and make reasonable efforts for a period of thirty (30) days to resolve amicably any Dispute. This requirement is a pre-condition, and no claim shall be filed in arbitration (or small claims court) until this provision is first met.
Jury Trial and Class Action Waiver. You understand and agree that you are waiving your right to sue or go to court to defend your rights, including to a trial by jury, under these Conditions of Sale. In addition, you and Maison understand and agree that the parties will pursue any dispute on an individual basis. The arbitrator is empowered to resolve the dispute with the same remedies available in court, including public injunctive relief if you are located in California. You and Maison agree that each may not bring a claim against the other as part of any class action, class arbitration, or other representative proceeding.
How Arbitration Works. In order to file a complaint for arbitration after you and we have failed to resolve our Dispute through the informal process described above, you can go to the American Arbitration Association’s website at https://www.adr.org/Support or call 1-800-778-7879. You or we must include documents sufficient to demonstrate that we followed the information resolution process with the filing of any arbitration complaint. At your election, the arbitration will be conducted through video conference, on the papers, or in the state and county where you reside (as determined by your address on file with Maison) or as otherwise agreed between the parties by the American Arbitration Association (“AAA”) under its rules, including the AAA's Supplementary Procedures for Consumer-Related Disputes, also available from AAA. Payment of all filing, administration and arbitrator fees will be governed by the AAA's rules. These Conditions of Sale shall be governed by and construed in accordance with the Federal Arbitration Act and, where applicable, the laws of the State of New York, without reference to conflict of laws provisions.
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