FAQ - Terms of sales

Terms and conditions of sales 

 

Update : 19 august 2024

 

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Preliminary article
The company CELINE manufactures and directly and indirectly markets CELINE articles worldwide.

Committed to constantly improving the manner it responds to the expectations of customers, CELINE has decided to create a distance selling network operating via telephone and electronically (via internet) for certain of the said articles, in parallel with its network of stores used to retail the said articles.

The system thereby implemented requires the consumer to play an active role. This is compliant with the legal requirements imposed in relation to on-line sales and consumer protection.

The use of the distance selling process described in these general terms and conditions of sale for distance selling (the “General Terms and Conditions of Sale”) is solely reserved for customers, as defined by law and case law precedent, acting exclusively on their own behalf and for a delivery in the “United Kingdom (UK)” (such term being understood as including the isle of man but not including the British overseas territories, Guernsey or Jersey). By way of exception, delivery of some products (such as perfume, perfume refills, candle products) will only be carried out in mainland United Kingdom. Any order (the “Order”) which is obviously not a retail sale and, more generally, any Order that is fraudulent or presumed as such, shall be deemed null and void by CELINE. CELINE reserves the right to limit the volume of a given article delivered to a single consumer or postal address. Prior to placing an order, the consumer represents and warrants that the purchase of the articles via the Website has no direct link to commercial activity of any kind and is strictly for personal use only.

Article 1: scope of application

These General Terms and Conditions of Sale are applicable to all sales of CELINE articles agreed either via the Customer Service department set up by CELINE (“Customer Service”), or via the e-commerce Website (the “on-line store”), accessible at: www.CELINE.com (the “Website”), for delivery to the UK only.

Their purpose is, firstly, to provide any potential Purchaser with information regarding the conditions and detailed methods under which the seller (hereinabove and hereinafter, “CELINE”) proceeds with the sale and delivery of the articles ordered, and, secondly, to define the rights and obligations of the parties in the context of the sale by CELINE of articles to the consumer (the “Purchaser”).

In respect of telephone sales, the Purchaser is urged to consult the general terms and conditions as sent to you by the Customer Service representative before completing your order.

In respect of internet sales, the Purchaser, must tick the relevant box in the ordering process to acknowledge that they have agreed to these General Terms and Conditions of Sale prior to placing the Order and having accepted them without restriction, such acceptance being under no circumstances conditional on a handwritten signature by the Purchaser.

These General Terms and Conditions of Sale may be retained by any individual who visits the Website by being downloaded and saved as an electronic file and may be printed out.
CELINE reserves the right to modify these General Terms and Conditions of Sale at any time. Nevertheless, the General Terms and Conditions of Sale applicable to the Order are those accepted by the Purchaser at the moment of placing the order.

These General Terms and Conditions of Sale are completed by the “terms of use” and the “privacy and personal data protection policy” and “the cookies policy” policies which can be consulted on the Website.

Article 2: identification of the seller

We are CELINE UK limited, a company registered in England and Wales under company number 03269730, with its registered office at 6 Bevis Marks, London, EC3a 7BA.
You can contact us via email at clientservice.uk@CELINE.com, or by phone on +44 20 7660 0990. If we need to contact you, we will use the details provided by you in your order.

Article 3: information regarding the articles

Information relating to all CELINE articles that may be sold via the CELINE on-line store or CELINE Customer Serviceis available, with their references, from all CELINE stores as well as via the Website.

The Purchaser may select one or more articles from the range of categories offered on the Website. CELINE may at any time modify the range of articles offered for sale via its Website, for example due to constraints linked to suppliers or for any other reason, without prejudice to any orders placed by the Purchaser.

For any queries relating to the articles and their use, any additional questions or requests for advice, the Purchaser may contact the CELINE advisors team by calling Customer Serviceon +44 20 7660 0990 (local call charges) during the opening hours shown on the Website’s “contacts” page only.

Article 4: ordering and pre-ordering articles

Any order and any pre-order placed entails acceptance of these General Terms and Conditions of Sale, the “privacy and personal data protection” policy and the “cookies” policy, without prejudice as to any specific contractual terms and conditions agreed by the parties.

4.1    Orders placed by phone

Orders can be placed in either French or English with the CELINE Customer Service on +44 20 7660 0990 (local call charges) between 9 a.m. And 6 p.m., Monday to Saturday, except bank holidays. You will be provided with a description of the goods, the identity of the Sellor, the price of the good(s), information on the delivery charges (if any), information about your right to withdraw. You will also be indicated that wider terms will be provided along with the Order confirmation, which you will be required to accept before confirming the Order and make payment.

4.2    Orders placed via the on-line store.

Orders can be placed via internet through the Website. The Purchaser remains responsible for all telecommunications charges incurred in accessing the internet and using the on-line store

In the event of extended periods of inactivity during the session, any selection of articles made prior to such inactivity may no longer be guaranteed. The Purchaser will then be invited to re-commence the selection process.

All stages required for a sale will be detailed on the Website.
Before giving final confirmation of his or her order, the Purchaser will have the opportunity to verify the details of the Order and its total price and to correct any potential mistakes, before then confirming acceptance. Nb: each Order placed entails a payment obligation. In order to sumbit an order, the Purchaser clicks on “pay your order”.

Once the Purchaser has submitted an order, CELINE then immediately confirms receipt via email. This is only an acknowledgment that we have received your order, not that we have accepted it. Our acceptance of your Order takes place when we email you to confirm that we accept it, or to confirm that the product has been dispatched or to confirm that the product is available for collection (whichever happens earliest). At this point, a contract will come into existence between us.

For orders delivered via “collection in store”, the Purchaser will receive an email acknowledging receipt of the Order following the purchase. He or she will then be notified via email when the package is available in the selected CELINE store.

CELINE advises the Purchaser to keep a paper or electronic copy of such emails. If such emails are not properly received, the Purchaser is advised to check whether they are in a spam folder. The Purchaser should note that emails are sent to the email address provided by the Purchaser. In addition, CELINE cannot therefore be held liable for any error made when entering the relevant email address or if the message confirming that the Order has been dispatched or is available for collection is not received (except if the confirmation email is not received because of CELINE’s negligence). In such case, the sale will be considered as valid except if the Order is cancelled by CELINE, including in the event of articles being unavailable, default of payment or suspicion of fraud. The Purchaser may nevertheless exercise his or her right of withdrawal under the conditions set out in article 8 of these General Terms and Conditions of Sale.

CELINE will be entitled to take payment for the entire amount of the price corresponding to the order:

•    For all orders other than orders delivered via “collection in store”: as soon as the Order has been dispatched;
•    For orders delivered via “collection in store”: as soon as the order becomes available for collection in the CELINE store selected by the Purchaser.

Despite the great care taken by CELINE in the presentation of its articles in the on- line store, CELINE cannot guarantee that the actual appearance will correspond exactly to what appears on screen. In particular, colours may vary slightly, particularly due to technical constraints relating to the presentation of colours via computer. CELINE cannot be held liable for non-substantive errors that may occur.

The articles being offered for sale by CELINE are those featured in the on-line store as of the date on which the Purchaser consults the on-line store and within the limits of the stock available. CELINE reserves the right to withdraw articles from sale at any time. If any article is unavailable, the Purchaser will be informed as soon as possible by Customer Service and notified that only part of the Order will be delivered or that the Order will be cancelled. If the entire Order is cancelled due to unavailability, the Purchaser’s Order will be automatically cancelled and no payment will be taken. If part of the Order is cancelled due to unavailability, payment shall be taken for the part of Purchaser’s Order that is accepted, corresponding to the available products actually dispatched.

4.3    Ordering articles as a guest

If the Purchaser doesn’t wish to create an account on the Website, it is also possible to purchase articles as a guest via the Website. With this purchasing option, the Purchaser is only required to provide the information necessary for the processing of your order.
If the email address used is changed during the course of the Order process, the selection of articles chosen prior to such change will no longer be guaranteed. The Purchaser will then be invited to re-commence the selection process.

An electronic invoice will be available by clicking on the link featured in the email accepting your order, confirming that your Order has been dispatched, or is available for collection.

4.4    Pre-order

Some articles identified on the Website may be available for pre-order. The expected delivery date will be shown on the product page, in your shopping basket and in your Order confirmation email. When you pre-order a product, we will not take payment until we ship the product – we will simply make a pre-authorisation of the product price and delivery price on your payment card until we are ready to ship the product. Once we are ready to ship your product, we will send you an email confirming that we have taken payment and we are shipping your order.

Mixed order consisting of currently available articles and pre-ordered articles is not possible.

Subject to the conditions provided for herein and to the conditions mentioned on the Website page of the articles available for pre-order (delivery period and delivery options), pre-orders will be governed by the same processes and conditions as those applicable to orders.

In case of a pre-order of several articles with different delivery dates mentioned on the Website, the latest delivery date will be applicable to the entire pre-order.

Besides the right of withdrawal provided for in article 8 hereabove and as long as the preparation of the shipment of the pre-order has not begun, the Purchaser will be entitled to cancel his/her pre-order by calling the Customer Service(except for personalised pre-orders). In this case, the pre-ordered articles will not be delivered to the Purchaser.

Due to production constraints, CELINE might have to cancel in some cases a Purchaser’s pre-order, in whole or in part. CELINE will inform the Purchaser of such cancellation without undue delay.

4.5    Refusal of orders

Please note that purchases made via the Website are reserved for non- professional private customers, buying for their own personal use as final consumers (or as gifts to family members), which is why CELINE only sells articles in quantities that correspond to the usual average needs of a final consumer. CELINE reserves the right to refuse or cancel 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 a final consumer, 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 pursuant to the applicable law for such cases.

Finally, CELINE reserves the right to suspend or cancel the fulfilment of any order and/or delivery, of any kind whatsoever and at any stage in the process, in the event of payment default or of partial payment of any amount owed by the Purchaser, in case of a payment incident, or in the event of fraud or suspected fraud, or where the customer has seriously breached these general terms and conditions or the terms in relation to the use of the CELINE Website, including in the context of previous orders.

Article 5: prices of the articles

Prices of the articles are stated in GBP and are inclusive of vat and all other customs fees and taxes.

Unless otherwise specifically stated when the Order is placed via the on-line store or via telephone with the customer service, prices do not include delivery costs which are invoiced in addition to the price of the articles purchased. Delivery costs will be shown before the Order is submitted by the Purchaser. The various delivery options are set out in the General Terms and Conditions of Sale below and are repeated on the Website; they may be modified at any time by CELINE. CELINE therefore advises Purchasers to check the General Terms and Conditions of Sale featured on the Website on a regular basis. Prices applicable to articles sold on-line via the Website are those in force at the moment at which the Order is placed by the Purchaser. The prices of the articles may be modified by CELINE at any time. You will be informed of any such changes before placing an order.

CELINE carries out checks on a regular basis to ensure that the prices applied are correct. However, certain prices may be impacted by an error. If CELINE notes that an error has been made in relation to the price of an order, the Purchaser will be informed as soon as possible. CELINE reserves the option to cancel any order relating to an article for which an obvious and manifest error in pricing has been made. If payment has already been made for the order, the Purchaser will receive an immediate refund corresponding to the amount paid.

Upon confirmation of the order, the Purchaser will receive written confirmation of the price paid for each of the articles, giving details of the price of each article and, where applicable, the delivery costs charged.

Article 6: payment terms and conditions

Payment for purchases made by the Purchaser via the Website can be made:

•    Using a Paypal account. By choosing payment via Paypal, the Purchaser will be automatically redirected to his or her Paypal account. Once payment via Paypal has been validated, the Purchaser will be redirected to the page confirming the order on the Website.
•    By debit or credit card (Visa, Eurocard/Mastercard and American express cards are all accepted).
•    By Apple pay.

In this case, payment is taken:
•    For all orders other than orders delivered via “collection in store”: as soon as the Order has been dispatched;
•    For orders delivered via “collection in store”: as soon as the Order becomes available for collection in the CELINE store selected by the Purchaser.

For orders placed via telephone with the customer service, payment for purchases made by the Purchaser can be made:

•    By Paybylink (payment by credit card). In this case, Customer Service will send the Purchaser a payment link with the Order confirmation email. 
•    By bank transfer from an account held in the name of the Purchaser. In this case, CELINE sends the Purchaser an email containing the bank details of the CELINE account to which the transfer is to be made.
•    By debit or credit card (visa, Eurocard/Mastercard and American express cards are all accepted).
In this case, payment is taken:
•    For all orders other than orders delivered via “collection in store”: as soon as the Order has been dispatched;
•    For orders delivered via “collection in store”: as soon as the Order becomes available for collection in the CELINE store selected by the Purchaser.

For payment by bank card, the Purchaser confirms to Customer Service when placing an order via telephone or guarantees to CELINE when placing an order via internet that he or she is the holder of the bank card and that the name featured on the bank card to be debited is indeed the Purchaser’s, and then provides the number and expiry date featured on the front of the card together with the CVV security number shown on the back (or front) of the card via telephone or using a secured web page.

For payments made via internet, checks are carried out on-line directly with the relevant banking establishments and bodies, queried using the system operated by CELINE’s payment service provider. For this purpose, this company will implement the automated storage and processing of information relating to each order, including details of the bank card, in a secured environment.

In addition, in order to combat internet fraud, CELINE carries out processing in relation to risk assessment and fraud prevention for payments made via the Website, for which CELINE also uses the services of its payment service provider. The data gathered is intended solely for use by those authorised individuals at CELINE tasked with fraud prevention.

If, for any reason whatsoever (rejection, refusal by the issuer’s payment processing centre, etc.), it proves impossible to debit the amount owed by the Purchaser, any purchase made via telephone is immediately abandoned and the purchasing process via internet is immediately cancelled.

Article 7 – delivery and receipt

7.1    General provisions

All articles ordered by the Purchaser in accordance with these general terms and conditions of sale will be delivered either to the address indicated by the Purchaser as the delivery address for the order, or to the store selected by the Purchaser for collection.

Delivery is available to addresses in the UK and the isle of man but not to Guernsey or Jersey. Delivery of some products (such as perfume, perfume refills, candle products) will only be carried out in mainland United Kingdom.

Information concerning delivery methods may also be obtained from the basket confirmation page, as well as from the Order summary page, prior to payment. Delivery charges will be added to the total price of the Order and will be notified to the Purchaser prior to confirmation of his or her order.

No delivery will be made by CELINE if it proves impossible to obtain full payment of the price plus delivery charges.

The Purchaser may have articles delivered to an individual designated by the Purchaser in the uk, for example, when purchased as a gift.

No deliveries will be made to delivery/forwarding companies, campuses, outlets or po boxes or hotels (other than those on a list that can be provided to the Purchaser by Customer Service upon request), notably for security reasons. Articles will only be delivered once payment for the order has been recorded.

We try to provide the most accurate estimated delivery times for all orders. However, please note that delivery dates and times are estimates only and can be affected by circumstances outside our control like adverse weather conditions, customs and border delays and delays at delivery companies. Shipping of pre- order products can also be delayed due to delays caused by our suppliers.

Delivery will be made within 30 days of our acceptance of your order. If your delivery is delayed beyond this by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us on clientservice.uk@CELINE.com to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
CELINE also offers the option of delivery to a store (delivery via “collection in store”).

7.2    Characteristics of the Website delivery options

7.2.1    Delivery via “collection in store”

The Purchaser has the option to choose delivery via “collection in store” when placing an order and may select a store from the list provided.

The delivery of the order to selected store will be made by the date indicated by CELINE or, if no information is provided (including as to non-availability), in any case no more than 30 days after the date of the order, subject to the price having been paid in full.

The Purchaser is informed via email as soon as the article is available for collection in the store selected. He or she then has 15 calendar days to come and collect the article from the relevant store.

When collecting the article in-store, the Purchaser must show the confirmation email corresponding to the order, the bank card used for payment (or the payment confirmation email sent by Paypal) together with valid photo id. The Purchaser’s identity will then be checked, to which the Purchaser expressly consents by choosing this delivery method. The store also reserves the right to verify the payment card used to make payment for the order. The article purchased will then be handed to the Purchaser in exchange for signature of a collection note.

The Purchaser also has the option to ask any person of his or her choice to collect the article on the Purchaser’s behalf in accordance with the terms and conditions of this article. The person thereby designated by the Purchaser will then be asked to provide:

•    His or her own ID,
•    A copy of the ID of the Purchaser on whose behalf the article is being collected,
•    The Order confirmation email received by the Purchaser.

The Purchaser undertakes to inform any agent appointed by him or her

•    Of the period of 15 days allowed for collection of the article in-store,
•    Of the documents required that will be requested in order to complete the collection of the article
•    That this service involves the processing of personal data relating to this individual, in accordance with article 11 of the General Terms and Conditions of Sale. CELINE may take a record (but not a copy of) the individual’s details.

The sale will be automatically cancelled upon expiry of this 15-day period starting from the sending by CELINE of a message to the Purchaser stating that the article is ready for collection in store. The price paid for the Order will then be refunded to the Purchaser.

When collecting the package, the Purchaser, his or her designated agent or the recipient of the Order must sign the collection note for the order. This note constitutes proof of delivery by CELINE and proof of receipt by the Purchaser or the recipient of the Order regarding the articles ordered. No challenge relating to the delivery itself can be made if the package has been signed for, as evidenced by the records held by CELINE.

7.2.2    Delivery to an address

The package containing the articles ordered and paid for is delivered to the exact address provided when the Order was placed.
All deliveries made must be signed for. Several delivery options are available:
•    Ups: express or standard delivery between 9 a.m. and 6 p.m., Monday to Friday. The Purchaser is notified via email and/or sms when the package is collected by the carrier and given an exact delivery date.
•    Ups: « Saturday » delivery between 9 a.m. To 12 p.m. (if the Order is placed before 12pm on a Thursday). This delivery method is not possible for deliveries to places located in Northern Ireland or the isle of Man.

For both ups express delivery and Ups Saturday delivery, if the delivery is not possible due to the absence of the recipient at the place of delivery, a notice will be left at the delivery address indicated by the Purchaser and the carrier will make a second delivery attempt on the following business day. If this second delivery attempt fails, a new delivery attempt will be made on the following business day. If after these attempts, delivery has not been possible, the Purchaser will have five business days from the final delivery attempt made by the carrier to contact the Customer Service(clientservice.uk@CELINE.com or +44 20 7660 0990) . After this deadline, the products of the Order will be returned to CELINE and the Order is cancelled and refunded.

7.3    Faults, defects, damaged packages

7.3.1    General provisions

The Purchaser or recipient of the Order should check the appearance of the package and the articles at the time of delivery.

In the event of a defect concerning the package (damaged package, opened package, traces of liquid, etc.) Or the article(s) ordered (missing article(s), damaged article(s)), the Purchaser or recipient of the Order must then follow whichever of the procedures described below (articles 7.3.2, 7.3.3. And 7.3.4. Of these general terms and conditions of sale) applies to the condition of the Order or may decide not to accept delivery (in which case the deliveryman will take back the package).

The Purchaser will then be contacted by Customer Service as soon as possible to discuss his/her refusal to accept delivery. If the transport defect is confirmed by customer service, the Order will be cancelled, and the full cost of the articles contained in the package and all delivery charges will be refunded to the Purchaser.

The Purchaser or recipient of the Order may also call Customer Service to discover the detailed methods applicable for returning the damaged article(s).

7.3.2    Procedures to be followed for damaged packages

•    Delivery via “collection in store”
The Purchaser (or the recipient of the order) may refuse to accept delivery if, when collecting the parcel or package, he or she notices a defect (damage, package opened, traces of liquid, etc.). In this case, the parcel or package is then kept by CELINE which will note the defect and refund the Purchaser.
•    Delivery via Ups
If the Purchaser (or the recipient of the order) notes any defect regarding the package (package damaged or opened, traces of liquid, etc.), he or she must set out detailed reservations in writing on the shipping note. The reservations noted by the recipient at the time of delivery constitute evidence confirming the existence and scale of the damage. The Purchaser (or the recipient of the order) must take care to provide full and precise details in the wording (simply stating “subject to unpacking” is considered to be too general and inaccurate). The package must not be opened.

The Purchaser must, as soon as possible, note the Order number and delivery slip number shown under the bar code in order to notify the fault by email or telephone (+44 20 7660 0990 (local call charges)) to Customer Service which will then organise collection from the Purchaser (or the recipient of the order) via Ups. After the 30-day time period, the Purchaser may still exercise his/her right to reject pursuant to article 9 below.

7.3.3    Procedure that must be followed for missing articles

The Purchaser or recipient of the Order must, as soon as possible following receipt of the package, notify Customer Serviceof any missing articles by telephone on +44 20 7660 0990 (local call charges).

Customer Servicemay ask for all information related to the identity of the Purchaser or recipient of the Order and carry out all useful verifications in this context.

7.3.4    Procedure that must be followed for faulty articles

We must provide you with products that are as described on our Website, are in accordance with these terms and that meet all of the requirements imposed by law.

The consumer rights act 2015 says that goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

•    Up to 30 days: if your products are faulty, then you can get a refund.

•    Up to six months: if your products can't be repaired or replaced, then you're entitled to a full refund in most cases.

•    Up to six years: if your products do not last a reasonable length of time you may be entitled to some money back.

If you think there is something wrong with your product, you must contact our Customer Serviceteam on clientservice.uk@CELINE.com or +44 20 7660 0990.

You should take photographs to prove your claim, and we may require you to return the products to us for inspection. If we do, the products should be returned to the address indicated on the return waybill provided in the parcel received by the Purchaser.

We’ll refund any reasonable shipment charges you incur to return faulty products. Please obtain and keep proof of shipment.

Once we have received and inspected the products, if we agree that they are damaged, of unsatisfactory quality or misdescribed then we will refund you the price including any delivery costs by the same method used for payment.

Article 8: right of withdrawal and returning articles

The Purchaser has a statutory right to change its’ mind and to withdraw from the contract. The Purchaser may therefore exercise his or her right of withdrawal, without obligation to provide reasons for such decision, up to fourteen (14) days after delivery of the article in question by the Purchaser or by any third party designated by the Purchaser other than the carrier. If the Purchaser has ordered several articles in one single Order or if the articles have been delivered in several batches, the withdrawal period commences only when the Purchaser or any third party designated by the Purchaser other than the carrier takes physical possession of the final article or of the final part of the delivery.

The right of withdrawal cannot be exercised for orders relating to:

•    “made to order” goods produced in accordance with specifications provided by the Purchaser or that are clearly personalised;
•    The provision of goods which are sealed for reasons related to health and hygiene, where the seal has been removed by the Purchaser following delivery. For instance, for perfume products which have been sealed for health protection or hygiene purposes, the seal on the crystal film covering the perfume box must not have been broken otherwise you will not be able to exercise your right of withdrawal.
•    For health and hygienic reasons, beauty products (such as lipsticks) must be returned intact, in their original condition and packaging, unopened and unused. 

In order to notify its withdrawal decision, the Purchaser may (but does not have to) use the withdrawal form provided at the end of these general terms and conditions of sale, or any other statement drafted in unambiguous terms. This request    can    be    sent    to    customer    service    via    email to: clientservice.eu@CELINE.com or by any other durable medium.

The Purchaser will then receive confirmation of receipt of his or her request for withdrawal which will be sent via email and accompanied by a return waybill (one copy is also to be found in the parcel received by the Purchaser).

The Purchaser must return the products to us as soon as possible and must send them off within 14 days of the date on which the Purchaser notified us of his/her intention to cancel the contract. To return the goods, the Purchaser may:

•    Use the collection service provided for free, from the place of his/her choice (in the UK). For this purpose, the Purchaser must contact Customer Service on +44 20 7660 0990 to agree on an appointment (date) for the collection of the article(s) by CELINE. No collection will be possible in islands for some products (such as perfume, perfume refill, candle products).
•    Return the article(s) to a CELINE store operated by CELINE in the UK, excluding department stores, outlets and airports.

In all cases the products must be returned in their original packaging, complete (boxes, accessories, protection, labels, booklets, etc.) And accompanied by a copy of the invoice or the email sent by Paypal and confirming the payment), in order to complete the return.
Please note that the store making the return must offer the same category of articles for sale as the one the returned article belongs. For example, women ready-to-wear collections can only be exchanged in stores which offer women ready-to-wear for sale.

If the Purchaser doesn’t want to use the aforementioned collection service provided for free, he/she pays all costs incurred in returning the article. The Purchaser will be responsible for obtaining evidence of the return. The articles to be returned must be sent by recorded delivery or via any other method that provides confirmation of the date, with the costs and risks entailed in the return being borne by the Purchaser.

We will refund the Purchaser either within 14 days of:

•    Our receipt of the products, or
•    The date on which the Purchaser notified us that he/she wants to withdraw from the contract, if the Purchaser can provide us with evidence that he/she has sent the products back via a recorded delivery method.

Depending on the payment method used, the amounts paid for the article(s) will be refunded by being credited to the Purchaser credit or debit card used for the payment, via paypal or via wire transfer to the Purchaser’s bank account (as
Applicable). We will refund the costs for the cheapest available delivery method. If you choose a more expensive delivery method, only the costs of the standard cheapest method will be refunded. Any additional expenses paid by the Purchaser and linked to the choice of a specific delivery method will not be refunded.

Please note that no refunds will be given in store.

In addition, for gifts, the right of withdrawal remains exclusively with the Purchaser and may not under any circumstances be exercised by the recipient of the gift.

You are responsible for any reduced value of the article resulting from handling by you beyond what is necessary to establish the nature, characteristics and functioning of the article [i.e. Handling it only as you would in a retail store.] We may make a deduction from the refund for reduction in value to the article if that reduction is the result of unnecessary handling by you.

Article 9: exchanges

In addition to the right of withdrawal described above, CELINE wishes to offer its Purchasers an opportunity to exchange the articles delivered subject to the terms and conditions described below.

For orders placed by telephone with Customer Service, no exchange will be possible. The Purchaser may, however, return the product under the conditions set out in article 8 of these general terms and conditions.
For on-line orders, an exchange made in a CELINE store will be possible only for an article whose price is equal or higher under the conditions specified below. 

The Purchaser may within thirty (30) days following the date of delivery come in person to one of the CELINE stores operated by CELINE in Europe, excluding department stores, outlets and airports, with the articles delivered in their original packaging, complete (boxes, accessories, protection, labels, booklets, etc.) And accompanied by a copy of the invoice and bank card used to make the purchase (or the email sent by Paypal and confirming the payment), in order to complete the exchange.

Please note that the store making the exchange must offer the same category of articles for sale as the original product being returned. For example, women ready-to-wear collections can only be exchanged in stores which offer women ready-to-wear for sale.

If the product has been handled or used in a way that has damaged it or reduced its value, CELINE may refuse to exchange the item.

Products which have been sealed (perfumes, candles, etc.), must be returned in their original undamaged packaging, and the seal on the crystal film covering the article box must not have been broken. Otherwise, the Purchaser will not be able to exchange the article.

Beauty products (such as lipsticks) must be intact, in their original condition and packaging, unopened and unused.

The exchange results in the cancellation of the initial contract for sale, and a new contract for sale will be made in respect of the new product. Payment in relation to the new sale will be made via offsetting against the value of the previous sale, and the Purchaser must pay the balance due in respect of the new contract for sale after such offsetting.

Please note that, for gifts, the option to exchange can be exercised by the recipient of the gift, it being understood that no repayment can be made in favour of the recipient of the gift and if the initial article is exchanged with an article more expensive, the price difference will be paid by the recipient of the gift.

In the context of the commercial policy on exchanges proposed pursuant to this article, CELINE reserves the right to refuse an exchange after two (2) successive requests.

Article 10: our responsibility for loss or damage suffered by the Purchaser

If we fail to comply with these terms, we are responsible for loss or damage suffered by the Purchaser that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

We do not exclude or limit in any way our liability to the Purchaser where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.

We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Article 11: claims – information

For any information, claim or question relating to the terms and conditions of sale established by CELINE or to the articles themselves, Purchasers should contact the CELINE Customer Serviceby telephone: +44 20 7660 0990 (local call charges) or via the Website using the form “contact”, providing an order number if applicable.

Article 12: protection of personal data

CELINE gathers personal data relating to the Purchaser and, if applicable, to the recipient of the order. The end purpose, recipients and conditions under which CELINE gathers and processes personal data are set out in the privacy and personal data protection policy and the cookie policy which can be found here. Privacy policy | CELINE.

Article 13 – retention of ownership

The Purchaser will not own the articles until payment in full has been processed, including the amount in principal, expenses, taxes and mandatory duties.

Article 14: intellectual property rights

The trademark “CELINE” together with all trademarks, figurative or other, and, more generally, all other brands, illustrations, images and logos featured on CELINE articles, their accessories or packaging, whether protected by copyright or not, are and shall remain the exclusive property of the company CELINE. Any reproduction, whether total or partial, modification or use made of such trademarks, illustrations, images and logos, for any reason whatsoever and on any support whatsoever, made without express prior consent from CELINE, is strictly prohibited. Also prohibited is any combination or conjunction with any other trademark, symbol, logo and, more generally, any distinctive mark intended to create a composite logo. This is also the case for any copyright, designs and patents which are the property of CELINE.

The use of all or part of the Website, particularly via downloading, reproduction, communication or representation, for any purposes other than personal and private use for non-commercial purposes, is strictly prohibited. Any person who breaches these provisions is then exposed to the sanctions defined by applicable law and, particularly, to the provisions regarding breach of copyright and of trademark rights, and in relation to civil liability.

Express prior authorisation must be obtained from us in writing for the creation of hypertext links to any one of the pages or component parts of the Website. Such authorisation may be revoked at any time. Websites containing a hypertext link redirecting to the on-line store or to which the on-line store could itself link are not under the control of CELINE and CELINE therefore declines all liability (particularly as publisher) concerning access to and the content of such Websites.

Article 15 other important terms

We may transfer our rights and obligations under a contract formed under these terms (“the contract”) to another organisation. We will ensure that the transfer will not affect the Purchaser’s rights under the contract.

Nobody else has any rights under the contract. The contract is between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of the contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Article 16: disputes - applicable law

Our Customer Serviceteam: clientservice.uk@CELINE.com or +44 20 7660 0990 will do their best to resolve any problems you have with us or our products.

These terms are governed by the law of England and Wales.

Should any dispute arise in relation to the application and/or interpretation of these general terms and conditions of sale, the Purchaser has the option to have recourse to mediation proceedings or other method of alternative dispute resolution contractually agreed with us.

The Purchaser remains free to accept or decline such recourse to mediation and, if recourse is made to mediation, each party remains free to accept or decline the solution suggested by the mediator.

If no amicable solution can be reached and no recourse is made to mediation, all disputes potentially generated by the general terms and conditions of sale shall be submitted to the jurisdiction of the competent courts in accordance with applicable law. You can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

If either party decides not to take action against the other party in the event of a breach of any one of its obligations set out within these General Terms and Conditions of Sale, this may not be interpreted for the future as a waiver of the obligation in question.

Form to be used for model withdrawal form

(please complete and return this form only if you wish to withdraw an order).
-    FAO the CELINE Customer Service department at following email address: clientservice.eu@CELINE.com
-    I/we [*] hereby notify[*] you of my/our [*] withdrawal of the Order relating to the sale    of    the    goods    described    below
-    goods    [reference]    
-    Ordered    on    [*]/received    on    [*]:        
-    Name    of    the    customer    (s)
-    Address    of    the    customer    (s)
-    Signature of the customer  (s)  (if  this  form  is  filed  in  paper  copy  only)
-    Date
[*] delete as applicable.