1. Our Business Policy
The Vendor offers products for sale on www.chloe.com and its e-commerce business services are available exclusively to its end users, i.e. the "Consumers".
"Consumer" shall mean any individual who is acting on www.chloe.com for purposes which are outside his or her trade, business or profession. If you are not a Consumer, please do not buy any products on www.chloe.com.
In accordance with its business policy, the Vendor reserves the right not to process orders received from users who are not "Consumers" or any other order which does not comply with the aforementioned business policy.
These General Terms and Conditions of Sale exclusively regulate the offer, and acceptance of purchase orders, and the shipping of products from www.chloe.com between the users of www.chloe.com and the Vendor.
The General Terms and Conditions of Sale do not, however, regulate the supply of services or the sale of products performed by third parties that are on www.chloe.com through links, banners or other hypertext links. Before sending orders and purchasing products and services from those third parties, we recommend that you verify the third party's terms and conditions, since the Vendor shall not be deemed liable for the supply of services provided by third parties or for the execution of e-commerce transactions between the users of www.chloe.com and third parties.
2. How to Place an Order with the Vendor
In order to place an order for the purchase of one or more products on www.chloe.com, you must fill in the online order form and send it electronically to the Vendor, following the instructions specified for that purpose.
The order form contains a summary of these General Terms and Conditions of Sale, in addition to extensive information on the main features of each product ordered and the corresponding unit price (including all applicable fees and taxes), the type of payment that you may use in order to purchase each product, shipping terms for the purchased products, shipping and delivery costs the terms and conditions for exercising your right to return products, and the procedures and time limits for returning purchased products.
An order shall be deemed to have been submitted when the Vendor receives your order form electronically and the order information has been verified as correct.
The order form will be filed in our data base for the time required to appropriately process your order and as provided by current law. You may access your order form by clicking on the My Order section.
Before submitting the order form, you will be asked to identify and correct possible input errors.
English is the language used for placing orders with the Vendor.
After your order form has been submitted, the Vendor will process your order.
The Vendor may not process orders that are incomplete or incorrect, or if the products are no longer available. In the above cases, we shall inform you by email that the order has not been placed and that the Vendor has not processed your order, adequately specifying the reasons thereof.
If the products displayed on www.chloe.com when you last accessed the website, i.e. when you submitted your order form are no longer available or on sale, the Vendor shall inform you of the unavailability of the ordered products as quickly as possible, and in any event, within thirty (30) days of the day after you submitted your order to the Vendor. If the order form has been sent and the price has been paid for items that are no longer available, the Vendor will refund the amount paid for those items.
Upon submission of an order form, the Vendor shall email you a purchase order receipt containing a summary of the information related to the order form (General Terms and Conditions of Sale, the products' main features, and detailed information on the price, terms of payment, return policy and shipping costs) within the twenty-four (24) hours following receipt of said order form.
3. Guarantees and Product Price Information
On www.chloe.com, we only sell high-class luxury brand products. These products are purchased by us directly from fashion houses, manufacturers and vendors that have been carefully selected through rigorous quality controls.
The Vendor does not sell second-hand products, flawed products or products of lower quality than the corresponding market standards.
The main features of products are shown on www.chloe.com on each product page. The images and colours of the products offered for sale on www.chloe.com, despite the meticulous care taken by the Vendor to faithfully reproduce them, may not exactly correspond to the real garments due to the Internet browser or monitor used.
Prices are subject to change. Check the final price of sale before sending the relevant order form.
Orders placed from Countries not indicated on www.chloe.com may not be accepted by the Vendor (to see exceptions, read the Shipping policy).
All Products come with an attached identification tag with a disposable seal. Please do not remove the tag or seal from the purchased products should you wish to return the purchased product, as they constitute an essential part of the product itself.
Should you decide to exercise your right to return purchased products, the Vendor has the right to not accept returned products that do not have the corresponding tag, or that have been damaged, or whose main features and quality have been altered.
All products sold by the Vendor are covered by a twenty-four (24) month guarantee for lack of conformity, as provided by the applicable law. You shall inform the Vendor of the existence of any such lack of conformity within a period of two (2) months from the day when you detected the lack of conformity. Please contact our Customer Care. In case of lack of conformity, you may choose between the repair or replacement of the product. If these remedies are impossible or disproportionate you are entitled to either require the Vendor to make an appropriate reduction in the price or to terminate the contract.
Payment of the product prices and relevant costs for shipping and delivery may be made by using one of the procedures indicated on the order form.
In the case of payment by credit/debit card, all banking details (for example, credit or debit card number or expiry date) will be sent by encrypted protocol to Banca Sella or other banks which provide remote electronic payment services, without third parties having any access thereto whatsoever. Such details will furthermore never be used by the Vendor unless it is performing the procedures relevant to your purchase, or issuing refunds in the case of returns arising from the exercise of your return right, or preventing or reporting to the police any cases of fraud that have been or are about to be committed on www.chloe.com. The price for the purchase of products and the corresponding shipping costs, as indicated in the order form, will be charged to your current account or credit/debit card when the purchased products are shipped.
5. Shipping and Delivery of the Products
For specific product shipping and delivery procedures read the Shipping policy which you can find in the Client Relations area. Please read these sections carefully, as the information provided in these sections forms an integral and substantial part of these General Terms and Conditions of Sale and, consequently, shall be deemed to be fully read and accepted by you when your order form is sent to the Vendor.
6. Client Relations
Please contact our Client Relations for further information.
You may return products purchased from us, without any penalty and without specifying the reason, within fourteen (14) days of receiving the products purchased on www.chloe.com. However, it is not possible to return one item in exchange for another.
To return products please complete the online Return Form*.
It is necessary to return the items to the Vendor by giving them back to the shipping agent within fourteen (14) days of the date on which you informed the Vendor of your decision to withdraw from the contract.
You will only be responsible for paying return shipping costs.
Should you decide to use the shipping agent indicated by the Vendor in the online Return Form, return costs (which will be the same as shipping costs) will be deducted from the refund corresponding to the amount you paid for your purchase. Additionally, by using the shipping agent indicated by the Vendor in the online Return Form, the Vendor relieves you of any responsibility for any loss or damage to the products during transport.
If you decide to use a different shipping agent from the one indicated by the Vendor in the online Return Form, you will have to directly take care of the return shipping payment, and you will receive a refund for the full amount you paid for your order. However, in this case you will be responsible for any loss or damage to the products during transit.
The return right - besides compliance with the terms and procedures described at par. 7.1, 7.2, 7.3 and 7.4 above - shall be deemed correctly exercised once the following conditions have been fully met:
• make sure to correctly fill in the online Return Form within fourteen (14) days of the date the items are received;
• the products must not have been used, worn, washed or damaged;
• the identification tags must still be attached to the products with the disposable seal;
• the products must be returned intact and unused in their original packaging;
• the returned items must be shipped back to the Vendor in a single shipment (the Vendor reserves the right not to accept articles pertaining to a single order that have been returned at different times);
the returned items must be handed over to the shipping agent within fourteen (14) days of when you have informed the Vendor of your decision to withdraw from the contract.
If the Return Right is exercised in conformity with the provisions and terms set forth in this Article 7, the Vendor shall refund any amounts paid for the returned products according to the prescribed methods and terms.
You will be refunded these amounts as soon as possible, and in any event within a period of fourteen (14) days of when the Vendor was informed of your decision to return the products. The refund procedure will begin after checking to ensure that the customer's return is in accordance with the Return Policy and that the above terms and conditions have been fulfilled. We will then carry out the refund procedure as described in Article 8 of these General Terms and Conditions of Sale.
In the event that your return does not comply with the terms and conditions described in the return policy, as stipulated in this article, you will not be entitled to any refund for sums already paid to the Vendor. You shall be entitled, at your own expense, to receive the products in the conditions in which they were sent back to the Vendor. If you do not want the products to be returned to you, the Vendor may keep them and withhold the sums already received.
8. Refund Times and Procedures
After the products have been returned, the Vendor checks the conformity of the products with the conditions indicated in Article7 above. When the Vendor is able to confirm that such conditions have been met, we shall send you an email confirming the acceptance of the returned products.
Whatever payment type you used (credit/debit card, PayPal or cash against delivery), the refund procedure shall be started by the Vendor within fourteen (14) days of when it was informed of your decision to exercise your return right, but only after checking that the return right has been correctly exercised and that the returned products have been accepted.
If the recipient of the products indicated in the order form is different from the individual who made the payment for such products, the amount paid for returned items shall be refunded by the Vendor to the individual who made the payment.
For purchases with credit or debit cards, the value date for the credit shall be the same as the value date of the original debit, and consequently you shall not lose bank interest.
The Vendor has chosen UPS (www.ups.com) as the shipping agent for product returns. If you decide to use the UPS shipping service, return shipping costs (which will be the same as shipping costs) will be deducted from the refund, which corresponds to the purchase amount. You may return the products to the Vendor through UPS, by using the pre-printed UPS label enclosed with the purchased items in the original package. According to the terms and conditions stated in our Return Policy, this option allows the Vendor to handle the transportation of the returned products. This method also allows each package to be tracked at any time, relieving you from any responsibility for any loss or damage to the products during transport.
If you decide to return products using a different shipping company than the one indicated by the Vendor, you will have to pay the return shipping costs and you will receive a refund for the full amount you paid for your purchase. In this case, you will be responsible for any loss or damage to the products during transit, according to the terms and procedures stated in our Return Policy.
We also ask that you read, if you haven't already done so, our General Terms and Conditions of Use because they contain important information on how we process the personal data of our users and on the security systems we have adopted.
10. Governing Law
These General Terms and Conditions of Sale are governed by Italian law and in particular by Italian legislative decree no. 206 of 6 September 2005 on distance contracts and by Italian legislative decree no. 70 of 9 April 2003 on certain aspects related to e-commerce.
Please note that the European Commission provides a platform for alternative extra-judicial resolution of disputes, available on the website http://ec.europa.eu/odr.
11. Amendments and updates
The General Terms and Conditions of Sale may be amended from time to time due to new laws and regulations. The new General Terms and Conditions of Sale shall be effective as of the date of publication on www.chloe.com.
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*Download and complete the paper return form to exercise your right to return.