FAQ - Terms and Conditions of Sale

Representations Based on the Act on Specified Commercial Transactions　

Download PDF version

1.    Identification of the Seller (“CELINE”)
LVMH Fashion Group Japan G.K. Celine Japan

2.    President & Representative Director
       Mari PETTERSSON, President & CEO

3.    Location
LVMH Fashion Group Japan G.K. CELINE Japan
3-5-29 Kita-Aoyama, Minato-ku, Tokyo 107-0061 

4.    Contact details of the Seller
CELINE Client Service: 03-5414-1401. 

5.    Selling Price

• The selling price of a product is based on the tax-inclusive catalog price shown for each product when the customer places an order.
• CELINE may modify the selling price at any time without advance notice. However, prices applicable to products sold on this online store are those in effect at the moment at which you place the order on the online store or via telephone with CELINE Client Service.
• CELINE exercise its diligence to ensure that the “correct” selling price will be displayed for each product on the display at all time. If in the circumstance where there occurs the “incorrect” selling price display for part or all of the products, CELINE will forthwith reach out customers who order the product with “incorrect” selling price seeking confirmation on whether or not to proceed with such order with “correct” selling price. If there is any apparent error in the displayed price and such price is reasonably be perceived as incorrect by ordinary customers, CELINE may reserve the absolute right to cancel the order with such error with no obligation to sell at “incorrect” selling price. 

6.    Amounts added to the selling price

• Consumption tax charged at prevailing rate (currently 10% of the total product price).
• Other charges (bank wire transfer fee, etc.).

7.    Product description

• The size description of the products on the site are provided as an indication.
• Despite the great care taken by CELINE in the presentation of its products in the online store, CELINE cannot guarantee that the actual appearance will correspond exactly to what appears on screen. The product images on the site are samples and product delivered may not be identical. In particular, colors may vary slightly, particularly due to technical constraints relating to the presentation of colors via computer.

8.    How to order
Please proceed to the product purchase page by clicking “add to bag” on the product description page. Orders may be placed as a guest account or by registering to your account. If you already have your account registered, please log in.
To place an order by phone, please refer to these Representations in advance and contact CELINE Client Service.
When the purchaser has validated the order, CELINE then immediately sends a confirmation of the order by mail. If you do not receive any order confirmation from CELINE for more than 3 business days after your placement of order, please contact CELINE Client Service. Kindly note that an automatic response reply which is merely an order confirmation by CELINE is not acceptance of the order. The sale will be considered as definitive only once the purchaser has been sent a confirmation of dispatch of the order. Only those articles dispatched will be debited. Please keep a copy of the email of order confirmation and confirmation of dispatch until you receive your order.

• The credit card used for orders paid by credit card must be in the name of the purchaser.
• Orders paid by cash on delivery must be delivered to the purchaser.
• The consent of a guardian is required for use by minors.
• Please note that some products may be unavailable or out of stock.
• Orders for multiple articles may be delivered in several batches depending on the availability.
• You may withdraw your order prior to the product being shipped. Please contact CELINE Client Service.
• You acknowledge and agree that CELINE reserve the absolute right to accept or deny order from you without giving justification.
• You must agree to these Representations to place an order on this online store (or by telephone).

9.    Pre-order
Some articles identified on the online store may be available for pre-order. Please see whether a product is available for pre-order on the product page. The following conditions apply to pre-order:

• Mixed order consisting of currently available articles and pre-ordered articles is not possible.
• Pre-orders may be paid by credit card only.
• In case of a pre-order of several articles, the last delivery date will be applicable to the entire pre-order.
• You may withdraw your pre-order prior to the product being shipped. Please contact CELINE Client Service.
• CELINE reserves the absolute right to accept, deny, cancel or delay a customer’s pre-order (notably, but without limitation, due to production constraints).
• Delivery date and time cannot be specified for pre-orders. We do our best to deliver your pre-order within approximate 3 months from your order.

10.    Payment options
Payment may be made by either of the following payment options:

• Credit Card

Accepted credit cards: VISA, MASTER CARD, AMEX, JCB Single payment only
Credit cards are charged when CELINE ships the items to you.

• Cash on Delivery
• Available for orders up to JPY300,000 (including consumption tax).
• Please pay the courier in cash, by credit card or debit card upon receiving the product.
• Available for shipment to the purchaser only.
• Not available for collection in CELINE stores. Collection in store can be paid by credit card only.

11.    Payment due date

• In the case of credit card payment, the card is debited as soon as the product has been shipped. The payment due date varies depending on your credit card closing date or card terms and conditions. Please ask your credit card company.
• In the case of cash on delivery, please pay the courier directly upon receiving the product.

12.    Delivery options

• Free shipping nationwide.
• Orders may be shipped to an address in Japan only.
• Courier designated by CELINE or collection in the following CELINE stores only: OMOTESANDO store, Kitaoayama 3-5-29 ONE OMOTESANDO Minato-ku Tokyo, Japan 107-0061, GINZA store, Ginza 6-10-1 GINZA SIX, Chuo-ku Tokyo, Japan 104-0061, AZABUDAI store, TORANOMON 5-9-1 1F AZABUDAI HIIIS GARDEN PLAZA B, Minato-ku Tokyo, Japan 105-0001, KOBE store,

Akashimachi 31-1 Kobe Daimaru Block 31, Chuo-ku Hyogo, Japan 650-0037.

• Except for some products and collection in CELINE aforementioned stores, you may specify the delivery date and time. Please choose from the hours below. For items in stock, orders placed by 2:00 p.m. will be shipped on the day of the order and delivered to you within 1-3 days (with the exception of certain areas) unless you have specified the date and time of delivery (except for year-end, New Year holidays and national holidays and in the cases set forth below).
• Delivery hours: morning, 2-4 PM, 4-6 PM, 6-8 PM, 7-9 PM).
• Your order will not be delivered within the dates above if the articles you order are not in stock or out of stock.
• The fragrance and, perfume refill, candles are not transported by air to remote islands, etc., so it will be delivered in about a week after the order is placed, and we cannot specify the delivery date and time.
• If you do not receive your order after 10 days from the confirmation of dispatch email, please contact CELINE Client Service.
• No deliveries will be made to shippers, PO boxes, campuses, hospitals and outlets.
• Indicated delivery timing above is merely estimate. Please understand that delivery may be delayed notably due to natural disasters or bad weather, traffic conditions or the location of your home.
• If you chose “collection in store,” CELINE will inform you by email once the product is ready for pick-up at the store. Please note that your order will be canceled if you do not contact us or pick up the product within 15 days of the “product ready for pick-up” email (cash on delivery not accepted).

In order to pick-up your order, please come to the store and provide the following:
1.    your own public ID (such as a driver’s license or passport);
2.    the order dispatch confirmation email;
In case of pickup by an agent, the agent must come to the store and provide the following:
1.    the public ID of the agent (such as a driver’s license or passport);
2.    the order dispatch confirmation email;
3.    a power of attorney with the purchaser’s signature, name of the agent and order number.

13.    Returns and exchanges
Products purchased on this online store or via telephone may be returned or exchanged, within fourteen (14) days from the receipt of the article:

• By post, using the preprinted return shipping label we provide you. If you return the product other than by way of the enclosed cash on delivery slip, you will have to pay the shipping cost for the return;
• By bringing the product to the following CELINE stores only: OMOTESANDO store, Kitaoayama 3-5-29 ONE OMOTESANDO Minato-ku Tokyo, Japan 107-0061 and GINZA store, Ginza 6-10-1 GINZA SIX, Chuo-ku Tokyo, Japan 104- 0061 and AZABUDAI store, TORANOMON 5-9-1 1F AZABUDAI HIIIS GARDEN PLAZA B, Minato-ku Tokyo, Japan 105-

0001 and KOBE store, Akashimachi 31-1 Kobe Daimaru Block 31, Chuo-ku Hyogo, Japan 650-0037. Products purchased on this online store or via telephone cannot be returned or exchanged at any other store or other shops.
In order to promptly service you, when visiting the store or sending items by post for return or exchange, please contact CELINE Client Service in advance and state the reason on the return request form provided with your product. CELINE may not be able to accept returns if CELINE do not hear from you in advance.
Please note that CELINE will be unable to accept returns or exchanges for the following:

• Where more than 14 days have lapsed since the delivery of the product or collection of the product in a CELINE store;
• Products that have been used, worn or show signs of use after delivery (notably creases, twists, scratches, loose threads, stains, odor). Shoe outsoles are extremely fragile. To be eligible for return, they must remain unmarked and in their original condition. To avoid any damage, CELINE recommend trying on the shoes on a clean, carpeted surface;
• beauty products (such as lipsticks perfumes or fragrances, perfume refills) and candles; if such products have been opened or used. For health and hygienic reasons, such products must be returned intact, in their original condition and packaging. 
• Products that have been repaired or altered;
• Adjusted/altered frames or eyewear with lenses replaced;
• Personalized items and special-order items such as made-to-order;
• Where a part of the product or accessories (packaging, instruction booklet, etc.) is missing upon return;
• Where the security tag (ancillary tag) has been removed (please try on products with the tags on);
• Products that have been exchanged;
• Where the product is not accompanied with the original receipt.

CELINE will confirm the condition of the returned product and process the return:

• If you paid by credit card, the refund will be made by crediting the credit card used. Refunds to your account depends on the credit card company. Please contact your credit card company directly.
• If you paid by cash on delivery or bank wire transfer, the refund will be credited to the bank account in the name of the purchaser. Please note that this may take 1-2 weeks to complete.

For exchanges, please note that exchanges will be made only with “articles with equal or higher price” so there will be no reimbursement.
If you repeatedly return or exchange items, CELINE may refuse to accept further orders from you. Please contact CELINE Client Service for details.

14.    Limitations

• CELINE may not be able to respond to your request as items are subject to availability.
• Purchases are reserved for non-professional private customers, buying for their own personal use (or as gifts to family members), which is why CELINE only sells articles in quantities that correspond to the usual average needs of one household. CELINE reserves the right to refuse or cancel on legitimate grounds any order in which the number of articles or amount to be paid (for one or more combined orders) appears not to correspond to the usual average use of one household, any order that might suggest that commercial activity is being carried out by the purchaser in relation to the articles ordered or, more generally, any order that appears abnormal.

15.    Personal Information of customers
Please refer to the Privacy Policy on this website.
16.    Prohibited acts
Your order may be canceled at CELINE’s discretion if you breach these Representations when placing an order on this online store, the Terms and Conditions of Use or if you fall under any of the following matters. Any future orders from you may also be declined.

• Acts which impede the operation of this online store or the business of CELINE;
• Providing false data upon purchasing products on this online store or purchasing products by impersonating others;
• Purchasing products on this online store for commercial or resale purposes;
• Failure to make payments or receive the products ordered;
• Acts in violation of laws, regulations, ordinances, etc.

17.    Disclaimers
CELINE makes its best efforts to provide accurate and updated information on the site. However, the site may include errors or inaccurate information, including with respect to product pricing or availability on this online store. The contents of the site may be modified from time to time without prior notice. Please read these Representations and the Terms and Conditions of Use upon each use of this online store. CELINE disclaims liability for the following:

• Any inaccuracy, error or omission of information provided on this online store (CELINE may consider any customer order based on such description inaccuracies, errors or omissions as null and void);
• Any damages incurred by access to or any attempt to access this online store including virus infection, etc.;
• Any modifications to descriptions on this online store or these Representations and the Terms of Use without advance notice;
• Suspension of services on this online store without advance notice.

18.    Governing law and jurisdiction
These Representations, the Terms and Conditions of Use and the purchase of products through the use of this online store or via telephone shall be governed by the laws of Japan. Any disputes arising between the customer and CELINE with respect to these Representations, the Terms and Conditions of Use or the purchase of products through the use of this online store or via telephone shall be submitted to the exclusive jurisdiction of the Tokyo District Court or the Tokyo Summary Court for the first instance.

19.    Contact CELINE

CELINE Client Service Telephone: 03-5414-1401
Email: clientservice.jp@celine.com
Business Hours: Monday to Sunday, 10:00 a.m. to 8:00 p.m. (excluding year-end and New Year holidays, national holidays and other holidays specified by CELINE).