Proprietary ContentAll rights, titles and interests in and to the Website and all of its content, including, but not limited to, its software or HTML code and other computer code contained therein, text, graphics, user interfaces, visual interfaces, scripts, artwork, photographs, images, designs, video, audio and written and other materials that appear as part of the Website (collectively, "Content") is owned by Loro Piana and/or its licensors. All Content is protected by applicable intellectual property laws, including but not limited to copyright, patent and trademark laws, and other laws and international treaty provisions on intellectual property rights.
Our ProductsFrom time to time, we may modify, vary or withdraw (on either a permanent or temporary basis) some of the products and services and/or the features and specifications of those products and services, that are displayed on or made available to you through the Website, or make changes to the applicable prices for any such product or services, without notice. Our Terms of Sale also address the circumstances in which we may make changes to and/or withdraw products sold by us through the Website. You can read our current Terms of Sale at www.loropiana.com.
Although we will make any reasonable efforts to ensure that the information accessible on the Website is accurate and constantly up-to-date, to the maximum extent permitted by applicable law, we make no representation nor give any warranty as to the correctness, completeness, accuracy or currency of any information on the Website, including but not limited to products description, pricing and/or availability on the Website. The inclusion of any products or services on the Website does not imply, warrant or guarantee that these products or services will be available through the Website if you wish to place an order for such products and/or use such services at any particular time. We have made every effort to display, as accurately as possible, the colors of our products that appear on the Website. However, the actual color you will see will depend on your computer settings and we cannot guarantee that your computer will accurately display our colors.
You may not use any deep-link, page-scrape, robot, spider or any other automatic or manual processes to access, acquire, copy or monitor the Website or the Content or any portion thereof, or in any way reproduce the structure or presentation of the Website or any Content, or circumvent any copy-protection devices, to obtain or attempt to obtain any materials, documents or information through any means not purposely made available through the Website.
You may not attempt to access any portion or feature of the Website you are not allowed to without authorization, or any other systems or networks connected to the Website or any Loro Piana server, by hacking, password mining or any other illegitimate means. You may not use anyone else’s password or Account as below defined at any time without the express permission and consent of the holder of that password or Account.
You shall not take any action that imposes an unreasonable or disproportionately large load on the infrastructure of the Website, or any systems or networks connected to the Website. You agree not to use any device, software or routine to interfere or attempt to interfere with the proper working of the Website or any transaction being conducted on the Website, or with any other person’s use of the Website.
CHATThe LiveChat! service is being made progressively available by Loro Piana to its Website users for the purpose of providing assistance during the sale, post-sale stage and for support while browsing the Website. To use the LiveChat! service one must provide its own name (or nickname) and e-mail address. The LiveChat! service must not be used for fraudulent, illegal, offensive purposes or in a way that might cause damage or risks to Loro Piana, its activities, reputation, employees, other users or any third party. Loro Piana reserves the right to suspend or interrupt the provision of the LiveChat! service in case of improper use of the same.
Feedback and other CommunicationsAny feedback, comments, suggestions, ideas and/or other information (except for your personal information) (collectively, "Communications") that you submit to the Website, also through the LiveChat! service (as long as it is made available), shall be deemed non-confidential. We reserve the right to use such Communication on an unrestricted basis, including but not limited to copy, reproduce, publish, transmit, distribute, broadcast, display, post, modify, translate, incorporate in other materials and commercially exploit it in any other way. Loro Piana shall have the unlimited right to use any ideas, concepts, know-how, or techniques contained in any Communications you send to us for any purpose whatsoever including, but not limited to, developing, manufacturing and marketing products using such information. Loro Piana discourages you from sending us any information that you consider to be confidential or proprietary through the Website.
Link to Third Party’s Websites or ContentThe Website may contain content created by third party, information obtained from public sources and/or links to external web sites or webpages operated by third parties (the "Third Party Content and Websites"). Loro Piana does not control or monitor such Third Party Content and Websites and is not responsible or liable for the accuracy, security or reliability of any Third Party Content and Websites. Access to any Third Party Content and Websites is at your own risk and Loro Piana will have no liability to you for any loss or damage that you suffer (including but not limited to any loss or damage to your computer equipment, hardware or software) arising out of or related to your access or use of, or reliance on, any Third Party Content and Websites or caused by or in connection with any purchase of goods or services available on or through any such Third Party Content and Websites.
DisclaimerThe use of the Website is at your own sole risk and you are entirely responsible for your use of the Website and any Third Party Content and Websites. Loro Piana takes all reasonable measures necessary to try to ensure that the Website and the Content are free from viruses and defects but cannot guarantee that your computer equipment, hardware or software or any data stored or created by your computer equipment, hardware or software (collectively, "Equipment") will not be damaged, corrupted, lost or otherwise affected if you access or use the Website or any Content. Further, Loro Piana does not warrant that the Website or any Content, service or feature of the Website will be uninterrupted, or that any defects will be corrected, or that your use of the Website will provide specific results.
The Website and the Content are delivered on an “AS-IS” and “AS-AVAILABLE” basis. To the maximum extent permitted by applicable law, Loro Piana disclaims all warranties, express or implied, including any warranty of accuracy, completeness, non-infringement, merchantability or fitness for a particular purpose. Loro Piana disclaims any and all liability for the acts, omissions and conducts of any third parties in connection with or related to your use of the Website, including without limitation any liability for any third party content, information, statement, available on or through the Website, under criminal or civil laws relating to defamation, intellectual property infringement, privacy, obscenity, or other areas of law.
Terms and Conditions Hong Kong S.A.R. \(Updated on March 2022\)
These terms of sale \(“Terms of Sale”\) set out the terms and conditions that will apply to your purchase of Products through the Website that are shipped to Hong Kong S.A.R.
Please read these Terms of Sale carefully before placing an Order. By confirming that you have read and accepted these Terms of Sale when you submit an Order through the Website, you confirm your unconditional acceptance.
The purchase of Products on the Website is reserved solely for Consumers.
Capitalized terms used in these Terms of Sale shall have the meaning set forth in the “Definition” section of this document, unless otherwise defined elsewhere herein.
These Terms of Sale along with your Order, and our Order Confirmation constitute the Contract between us and you for the supply of Products. You acknowledge that you have not relied on any statement, promise, or representation or assurance or warranty that is not set out in the Contract. No other terms and conditions shall apply. The Contract can't be modified unless we agree to vary it in writing or by email.
Loro Piana reserves the right, at any time and in its sole discretion, to change, modify, revise, add or remove portions of these Terms of Sale, without prior notice to you, by posting a link to the updated or revised Terms of Sale; provided, however, that no such changes to the Terms of Sale will apply to any order for which you have already received an Order Confirmation.
Please make sure you have read and understood these Terms of Sale before placing your Order. If you do not agree to the changes made to these Terms of Sale, you must not place an Order for Products through the Website.
A copy of these Terms of Sale can be stored electronically or printed by all users of our Website.
In these Terms of Sale:
“Consumer” means any natural person making purchases for purposes unrelated to their business, commercial, artisanal or professional activity and not in the course of a business.
“Contract” means the contract between you and us for the sale and purchase of Products, comprising your Order, our e-mail confirmation of our acceptance of your Order and these Terms of Sale.
“Delivery Receipt” means the delivery form listing the Products shipped. This form is sent along with the Products.
“Excluded Products” means Products that can’t be returned that include: 1\) Personalized Products; 2\) sealed Products that are not suitable for return for health protection and hygiene reasons \(underwear, swimsuits, socks, lingerie, sleep masks, face masks, candles, etc.\) and that have not been unsealed after delivery or if the hygiene label is no longer in place.
“Gift” means any Product that is purchased through the Website for delivery to a different recipient.
“Loro Piana Store” means any Loro Piana store listed as available for returns on our Website, including online shopping facility.
“Intellectual Property Rights” means patents of any type, database rights, copyright, design rights, trademarks and other similar rights together with the right to apply for protection for any such rights, notwithstanding whether they have been registered or not and including any pending registration.
“Loro Piana”, “we” “us”, or “our” means Loro Piana \(H.K.\) Ltd, with registered office in Suite 3706-10, 37/F Dorset House, Taikoo Place, Quarry Bay, Hong Kong e-mail address: email@example.com, tel +852. 56300818 and “you” or “your” means you, our valued customer.
“Order” means an order for Products.
“Order Processing Receipt” means the e-mail Loro Piana will send to you at the time your Order is received by Loro Piana.
“Order Confirmation” means the e-mail Loro Piana will send to you at the time the Products are shipped confirming shipment of all or part of the ordered Products.
“Personalized Products” means the Products for which Loro Piana offers a service of personalization.
“Products” means the products that we sell on the Website from time to time.
“Ready-to-Wear Products” means ready-made garments, sold in finished condition and in standardized sizes
“Return Authorization Number” means the number you will receive to exchange or return Products.
“Special Terms” means the special terms of sale for Personalized Products.
“Terms of Sale” means these terms and conditions of sale.
“Website” means our website located at http://www.loropiana.com
2. DISCLAIMERS; LIMITATION OF LIABILITY
LORO PIANA MAKES NO EXPRESS REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY OR COMPLETENESS OF INFORMATION ON THIS WEBSITE OR THE CONDITION, FEATURES OR AVAILABILITY OF PRODUCTS DESCRIBED OR OFFERED FOR SALE ON THIS WEBSITE.
LORO PIANA DISCLAIMS ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON INFRINGEMENT. TO THE FULLEST EXTENT PERMITTED BY LAW, ANY PURCHASE IS “AS IS” AND AT YOUR OWN RISK. YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY DISSATISFACTION, DEFECTS, ERRORS OR PROBLEMS REGARDING ANY PRODUCTS THAT YOU PURCHASE OR ATTEMPT TO PURCHASE VIA THE WEBSITE SHALL BE AS EXPRESSLY SET FORTH IN OUR RETURN AND EXCHANGE POLICY SET FORTH BELOW.
THE AFOREMENTIONED LIMITATIONS OF LIABILITY SHALL APPLY TO ANY LOSS OR DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THE THEORY OF LIABILITY, WHETHER DERIVED FROM CONTRACT, TORT \(INCLUDING, BUT NOT LIMITED TO, STRICT LIABILITY AND NEGLIGENCE\), OR ANY OTHER LEGAL THEORY, EVEN IF LORO PIANA WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF WHETHER ANY OF THE LIMITED REMEDIES HEREUNDER FAIL OF THEIR ESSENTIAL PURPOSE.
LORO PIANA WILL NOT BE LIABLE FOR CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, COSTS OF COVER, LOSS OF BUSINESS, OR ANY SIMILAR OR OTHER DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. TO THE FULLEST EXTENT PERMITTED BY LAW, LORO PIANA'S SOLE AND EXCLUSIVE LIABILITY SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY YOU FOR THE PURCHASE OF PRODUCTS FROM THIS WEBSITE.
NOTHING IN THESE TERMS OF SALE LIMITS OR EXCLUDES LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED BY LAW.
LORO PIANA WILL NOT BE LIABLE TO YOU IF WE ARE PREVENTED OR DELAYED FROM COMPLYING WITH OUR OBLIGATIONS TO YOU UNDER THESE TERMS OF SALE BY ANYTHING YOU DO OR FAIL TO DO OR DUE TO ACTS OR EVENTS THAT ARE BEYOND OUR CONTROL.
3. ORDER AND ACCEPTANCE
To place an Order, you must be 18 years of age or over and by placing an order you affirm that you are at least 18 years of age.
You will have to select the Products on the Website, select color and size and add them to your shopping bag.
If you wish to proceed with the purchase, click on the “PROCEED TO CHECKOUT” button. In this case, you may proceed through the registration or the login into your personal account or you may proceed without any registration.
You are responsible for maintaining the confidentiality of your password and restricting access to your password and account. You agree to accept responsibility for all purchases and activities that occur under your account.
Once you have selected your payment method you will be redirected to the payment page where in order to finalize the checkout, you will click on the “SUBMIT ODER AND PAY” button.
Each Order submitted constitutes an offer to purchase Products from us. Orders are subject to availability and acceptance by us and we may, at any time and at our sole discretion, refuse to accept your Order, including but not limited to cases where:
- you provided us with \(i\) incorrect information, including without limitation, insufficient or incorrect payment details, incorrect billing information; \(ii\) insufficient or incorrect shipping address — in this regard, please note we do not ship Products to P.O. boxes; or \(iii\) fraudulent information;
- there is an error on the Website relating to the Products that you have ordered, for example an error relating to the price or description of the Products as displayed on our Website
- the Products that you have ordered are no longer available
- the amount of the proposed transaction is excessively high, based on our case -by-case evaluation, and subject to our discretion; or
- if we ask for proof that you are not under the age of 18, you do not provide valid official ID to show otherwise.
If we are unable to accept your Order, we will contact you at the e-mail address or telephone number that you have provided to us, as soon as possible within 30 days from the date of your Order.
If you place an Order by telephone, you will have to register on the Website during the call and provide us with an e-mail address.
After you have placed your Order through the Website or by telephone, you will receive an Order Processing Receipt that is an e-mail from us confirming that your Order has been received by us and is being processed.
If you do not receive the Order Processing Receipt within 48 hours of placing the Order, contact us at +852. 56300818 or by WhatsApp at \(852\) 6797 3675 or by e-mail at firstname.lastname@example.org or live chat before you try to place another Order for the same Products.
Please note that the Order Processing Receipt does not constitute any acceptance of your Order.
Our acceptance of your Order and the charge of the amount on your credit card or other means of payment you have selected will take place only when we send you the Order Confirmation to inform you that your Order has been shipped.
Together with the Order Confirmation, you will also receive an e -invoice for your Order.
You hereby acknowledge and agree that we reserve the right to accept your Order in whole or in part; therefore, in the event of partial acceptance, your card will be debited and the Products will be shipped for the part of the Order that was accepted.
If you have any questions, comments or concerns regarding your Order, or if you think that your Order was rejected by us in error, please contact us at the contact details indicated under Section “CUSTOMER SERVICE” below.
4. PRODUCT AVAILABILITY
We will make all reasonable efforts to ensure that the prices and other information about Products displayed on the Website are accurate and up-to-date.
However, the inclusion of any Products on our Website does not imply, warrant or guarantee that the Products will be available if you wish to place an Order to purchase them.
We will have the right, at any time and without previous notice, to make changes to the information about Products displayed on the Website, including without limitation information about prices, description or the availability of Products.
Changes will not however affect the price, availability or description of any Products for which you received the Order Confirmation.
You may purchase Products as a Gift and have it sent to a different recipient.
We retain the right to reject your order for any reason if we believe that you may not have proper authorization to provide us with third party information, including, but not limited to, recipient name\(s\) or address\(es\).
We will deliver the Gift to your recipient in reliance upon your representations.
You will receive the Order Confirmation from us when your Gift has been shipped to the recipient confirming that we have accepted your Order for the Gift and an e-invoice for your Order.
6. PRICES AND PAYMENTS
The prices of the Products are indicated on the Website and will be confirmed in the Order check-out page, in the Order Confirmation as well as in the e-invoice you receive after your purchase of the Products.
We reserve the right to vary the price of our Products at any time, provided that we will not alter the price of any Product you order after we send you the Order Confirmation. Please be aware that prices of any Products shown on the Website may be changed or adjusted to reflect local market pricing and applicable duties.
Prices are inclusive of VAT unless stated otherwise.
The prices displayed on the Website do not include delivery charge.
Any other taxes and duties – if applicable - are not included and are calculated according to the value of your Order and your shipping destination and are itemized on the Order check-out page, in the Order Confirmation as well as in the e - invoice.
Shipping costs may also apply to your Order and will be indicated in the Order check-out page.
You may pay by credit card, Alipay or pay by link, as listed on our check-out page.
Payment must be made in the currency as indicated in your Order before you submit it.
Please be advised that you may sustain some extra charges imposed by your credit card issuer or by your bank, for which we deny any responsibility.
Payment by credit card.
You must supply your card details when you place your Order. We will place a “hold” on your payment card for the total value of your Order. If the “hold” on your card has been authorized by your bank, your credit card will be debited for the total value of the Order Confirmation at the time the Products are shipped to you. We will not accept your Order, neither will we supply the Products to you until your credit card issuer has authorized the use of your card for payment of the Products ordered. If we do not receive such authorization, we will notify you. We reserve the right to verify the identity of the credit card holder by requesting for appropriate documentation.
After a “hold” on your payment card has been authorized by your bank, please be advised that, in case your credit card is debited for a lower amount than the total amount “held”, it is possible that the balance is not immediately fully available to you for reasons beyond our control \(eg: delays by your credit card issuer in removing the “hold” from your credit card\).
Should you choose Alipay as payment method, you will be redirected to the Alipay website where the payment will be carried out following the procedure envisaged and regulated by Alipay and the contract terms and conditions as agreed between you and Alipay. You will then be returned to the Website once the payment is completed.
The data entered on the Alipay website will be handled directly by Alipay and will not be sent to or shared with Loro Piana. Loro Piana therefore has no knowledge of and cannot record in any way the details of the credit card connected to your Alipay account or any other payment instrument connected to said account.
In the event of payment via Alipay, the total amount due will be debited by Alipay to you at the conclusion of the online contract. In the event of the termination of the purchase agreement and for any other type of refund, for any reason, the refund will be credited to your Alipay account or to the same credit/debit card that you used for the original purchase. The time required to credit the payment instrument connected to said account depends exclusively on Alipay and the banking system. Once the credit order in favor of said account has been arranged, Loro Piana cannot be held responsible for any delays or omissions in crediting you with the refund. To contest these cases, you must contact Alipay directly.
We take all reasonable care to make the Website secure and to prevent frauds.
All transactions on the Website are processed using a secure online payment gateway that encrypts your card details in a secure host environment.
Please note that we may, at any time and at our sole discretion, restrict shipping to certain customers and countries.
If you wish to dispute the validity or amount of a charge that appears on your credit card statement, please contact us at email@example.com or by phone at +852. 56300818. or by WhatsApp at \(852\) 6797 3675, or live chat.
7. DELIVERY AND ORDER TRACKING
We will not deliver any Products unless or until payment has been authorized and/or credited on Loro Piana's bank account. When the Products have been delivered to our carrier, we will send you the Order Confirmation.
Delivery will be made by courier during normal business hours.
Please be advised that shipping costs may apply to your Order and that our courier cannot deliver and release packages without receiving a signature and/or payment of applicable customs duties.
We will make reasonable efforts to deliver the Products within the number of days specified on your Order Confirmation. However, any delivery date or time specified by us is a best estimate only, and we will not be liable for any loss or damage suffered by you through any such delay in delivery.
You can track the progress of your Order by entering the tracking number provided in your Order Confirmation.
Risk of loss to products shall pass to you upon delivery of such products. Title to products shall pass from Loro Piana to you upon the later of \(i\) the date and \(if available\) time of delivery of such products, or \(ii\) the date and \(if available\) time at which we receive payment in full for such products.
As soon as we have delivered the products to you, you will become responsible for them, and for any loss or damage to them thereafter.
Upon delivery of the products, and before signing any document attesting delivery, you must carefully check the integrity of the package. If the external packaging or the merchandise is damaged at time of delivery, please reject the package and note in the acknowledgement / proof\(s\) of delivery the damage.
By signing the acknowledgement / proof\(s\) of delivery, you acknowledge that the merchandise and the amount paid is correct.
You hereby waive your rights to any refund or reimbursement if you fail to comply with these provisions.
8. RESALE / RESHIPPING OF OUR MERCHANDISE
The resale, rental or transfer for commercial or professional reasons of Products purchased on the Website is strictly forbidden.
We reserve the right to refuse to accept your Order, if we suspect that you intend to resell our Products.
9. HOW DO I RETURN/EXCHANGE A PRODUCT?
The following policy applies only to Products purchased on our Website.
We cannot accept returns/exchanges of Products purchased on other websites, in physical stores, or Products from countries where we do not ship merchandise directly.
Please see the specific applicable conditions below:
A. To Return or Exchange a Product Online Using Loro Piana's Free Pick Up Service:
i. Products Purchased By You:
You may return or exchange the color or size of any online purchase made by you, within 30 days after the Products are received.
Please note we only accept exchanges for changing the color or size of the same Product already purchased. If you would like a different Product, please return your purchase and place a new order.
Returning or exchanging purchased Products using our return service is free and can be done in 3 easy steps:
1. Please login to your Account \(or click on the following link https://us.loropiana.com/en/FAQs?section=faq-returns if not registered\). Under “Order History”, you can select the detail page for the relevant Order and indicate the Products which you would like to return/exchange as well as the reason for the return or the new color/size desired. You will receive a Return Authorization Number. Print this number directly from the Website \(alternatively if you do not have access to a printer, handwrite the Return Authorization Number on the line indicated in the Delivery Receipt that you received with the original shipment\).
2. Place all Products for return/exchange new, unused, and in perfect condition with all of the tags and labels attached in their original boxes and packaging along with the Return Authorization Number \(printed or handwritten as per the above\).
3. Attach the ESHOP URGENT sticker and the DHL return label that you received with the original shipment to the outside of the box.
In case you want to specify a different pickup address, you can do it while entering the return request \(step 1. In the instructions above\) and print a new return label. Call DHL directly or visit their website to schedule a free pick up. You will be asked to provide the Loro Piana client code which will appear automatically on your air way bill, and the best time for a pick up.
Return shipments using DHL will be provided to you free of charge.
The right of return is excluded if the Products belong to one of the following categories of Excluded Products: 1\) Personalized Products; 2\) sealed Products that are not suitable for return for health protection and hygiene reasons \(underwear, swimsuits, socks, lingerie, sleep masks, face masks, candles, etc.\) and that have not been unsealed after delivery or if the hygiene label is no longer in place.
IF YOU HAVE REQUESTED A REFUND, WE WILL REFUND YOU THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES \(EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING\). HOWEVER, WE CANNOT REFUND YOU ANY APPLICABLE HANDLING SURCHARGE YOU PAID, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE ARE EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE YOU WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
ii. Products You Received As a Gift:
You may return or exchange any Products received as a Gift for any reason within 30 days after the Product is received. Please note we only accept exchanges for changing the color or size of the same Product already purchased. If you return a Gift, only the original purchaser will be entitled to receive a refund. Each Gift Product received may be exchanged for one time only.
The right of return is excluded if the Gifts belong to one of the following categories of Excluded Products: 1\) Personalized Products; 2\) sealed Products that are not suitable for return for health protection and hygiene reasons \(underwear, swimsuits, socks, lingerie, sleep masks, face masks, candles, etc.\) and that have not been unsealed after delivery or if the hygiene label is no longer in place.
For a gift exchange, please contact our customer service either by email firstname.lastname@example.org or by phone +852. 56300818 to receive a Return Authorization Number and then follow the steps 2. to 3. listed in point i. above.
IF YOU RETURN AN ITEM, ONLY THE ORIGINAL PURCHASER WILL BE ENTITLED TO RECEIVE A REFUND. THIS REFUND WILL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT AND APPLICABLE TAXES \(EXCLUDING ANY TAXES THAT MAY HAVE BEEN ASSESSED ON SHIPPING AND HANDLING\). WE CANNOT REFUND ANY APPLICABLE HANDLING SURCHARGE PAID BY THE ORIGINAL PURCHASER, OR TAXES ASSOCIATED WITH SUCH CHARGES.
IF, IN OUR SOLE DISCRETION, WE BELIEVE THAT THE NUMBER OF EXCHANGES YOU MAKE IS EXCESSIVE, WE RESERVE THE RIGHT TO PROVIDE THE ORIGINAL PURCHASER WITH A REFUND AND TO REFUSE TO PROVIDE YOU WITH FURTHER EXCHANGES.
Please note that when the Products are returned to us, we will review them for quality control. If the Products are sent back in perfect condition, new, unused, and with all of the tags and labels attached, we will approve the return and, as the case may be, exchange the Products or reimburse the total amount paid minus original shipping costs, and customs dues \(as the case may be\) to the credit card, PayPal account or the bank account used for the original purchase. We will credit the refund to the credit card, PayPal account or the bank account that you used to pay for the Products within approximately thirty \(30\) days from the date that we receive the returned Products, save for possible delays of technical nature not attributable to us \(e.g.: malfunctions of the credit card system\).
In cases where the Products appear to be worn or used, are missing any of the labels or tags, do not comply with our Terms of Sale, are sent from countries where we do not ship directly or where we have any reason to believe that the Products are fraudulent or were not purchased directly on our Website, we will not be able to accept the return/exchange and we will send the original Products back to you.
B. Return of damaged or faulty Products
You have the right to return items for quality problems within the limits set forth by these Terms of Sale.
To benefit from the guarantee, you must be able to show when the Products were purchased by keeping the Delivery Receipt that you received in the original shipment.
This policy applies both to online Products purchased by you and online Products you received as a Gift.
For returns related to quality concerns that occur within 30 days of Products being received, please follow the procedures outlined above under letters A. - point i. for Products purchased by you on our Website and point ii. for Products you received as a Gift - or B. For returns after 30 days of Products being received, please contact our Customer Service at email@example.com or +852. 56300818.
At the time of delivery, you are required to check the Products in order to ascertain that they conform with the Products ordered and that they do not show any defects.
Please note that when the Products are returned for quality problems, we will examine them. If the Products have quality problems, we will repair them \(if possible\) or replace them with new Products. If we are unable to repair or replace the Products in a timely and satisfactory manner, then:
- for Products purchased by you on our Website, we will refund the price paid for the Products \(along with the initial shipping costs and any costs borne by you to return the Products, provided you provide evidence thereof in writing\) to the credit card, Alipay used for the original purchase in accordance with the applicable regulations, Any such refund made to you shall be reduced to take account of the use that you have had of the Products since its delivery.
- for Products you received as a Gift, the refund can only be issued to the purchaser therefore you will be contacted by the Customer Service to obtain all the necessary information in connection thereto.
The warranty for lack of conformity will be applicable only if the Products have been used correctly, in compliance with its intended purpose and in accordance with the use and washing instructions contained in and/or furnished with the Products. Therefore, if we reasonably believe that the Products you have returned to us are not faulty/damaged and do not have quality problems, or have been damaged due to misuse or were shipped to us later than the above mentioned deadline, you will not be entitled to a refund and/or repair and/or exchange and we will return the original Products to you
The alteration service offers size fitting to customers.
For instance, hem the pants leg, bring in the waist or shorten jacket sleeves can be considered illustrative examples of alterations.
Any adjustment of the original product design is not considered an alteration \(e.g. shortening of sleeves to a three-quarter length or modifying a neckline\).
In the same way, product personalization and repair are not considered an alteration.
You can bring any Ready-to-Wear Products you have purchased online to any one of Loro Piana directly operated stores located in the country where the Products were shipped for basic alterations.
Alterations are provided free of charge within six \(6\) months after the Products are purchased. Please bring a copy of the Delivery Receipt, as well as the Products to be altered.
The timing of alterations depends on the services requested, the number of Products to be altered, and the availability of the staff at each store.
Please contact the customer service to get the list of the Loro Piana directly operated stores located in the country where the Products were shipped.
11. CUSTOMER SERVICE
We offer customer assistance for any questions related to the use of the Website, the placement of an Order, the tracking of Products, the availability of Products, the login/registration process and any further information you may need in connection with the use of our Website and/or our Products.
Our customer service is available in English and Chinese language, Monday through Friday between the hours of 10 AM and 7 PM with the exception of holidays.
If you need any information, we invite you to refer to the “FAQ section” on our Website and if you are not satisfied you may contact us at the following email or by phone:
Phone \(Monday through Friday between the hours of 10 AM and 7 PM with the exception of holidays\): +852. 56300818.
WhatsApp \(Monday through Friday between the hours of 10 AM and 7 PM with the exception of holidays\): at \(852\) 6797 3675
Live Chat is available Monday through Friday between the hours of 10 AM and 7 PM with the exception of holidays\)
12. PERSONAL INFORMATION
By providing us with personal information, you consent to our use of such personal information for purposes of processing Orders, collecting payment, and any requests from the recipient with respect to such Order\(s\).
13. SPECIAL TERMS OF SALE FOR PERSONALISED PRODUCTS
These Special Terms, together with the Terms of Sale, apply to you and your purchase of Personalized Products. In case of conflicts between the Terms of Sale and these Special Terms, the latter shall prevail.
No returns or exchanges are accepted for Personalized Products, unless the Personalized Products are damaged or faulty, according to article 9, letter B. However, you may cancel your order within three \(3\) days after you have placed your order on the Website. In such case, we will refund your purchase in full.
Furthermore, Personalized Product can be returned in case they do not correspond to the products included in the order form duly signed, within 10 days from the delivery by providing the evidence of the purchase \(i.e. receipt or invoice\) and the order form duly signed.
Personalized Products may be delivered in a time slot indicated on our Website. Delivery terms are merely indicative and may vary according to the personalization requested.
Personalized Products are shipped separately from other Products' orders
After you have placed your order, your credit card or your Alipay account will be debited for the total amount of your order and you will receive an email order confirmation together with an advanced payment electronic invoice. However, there may be occasions when we confirm your order but subsequently find that we cannot supply the Personalized Products you have ordered; in such event we will cancel the order and refund your purchase price in full. When your order is ready, we will send you an email through which we inform you that your Order has been shipped together with the tracking number.
The payment methods accepted for Personalized Products service are credit card and Alipay.
14. INTELLECTUAL PROPERTY
The Website and its contents are protected by Intellectual Property Rights.
You acknowledge and agree that all copyright, trademarks and all other Intellectual Property Rights and other similar rights shall remain at all times vested in us or in our licensors. You are not allowed to use any such Intellectual Property Rights as owned by us or our licensors without our express agreement.
15. GENERAL TERMS
These Terms of Sale and any document/terms expressly referred to herein represent the entire agreement between you and us with respect to the subject matter hereof and supersede all prior agreements and understandings, oral or written, with respect to the subject matter hereof.
If any provision of these Terms of Sale shall be deemed invalid, illegal, or unenforceable, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
At any time during the term of the Contract, we reserve the right to assign, transfer, charge, pledge or otherwise dispose of the Contract to third parties any claim\(s\) for payment which have arisen in connection with the Contract. You may not assign, transfer, charge, pledge or otherwise dispose of the Contract, or any of your rights and obligations arising under the Contract without our express agreement.
No party other than you or us has any right to enforce any term of these Terms of Sale.
If either you or we do not enforce or delay enforcing any of our rights under these Terms of Sale, this will not stop us from doing so at a later date.
16. LAW AND JURISDICTION
These Terms of Sale are governed by the laws of Hong Kong, S. A. R. of the People’s Republic of China and shall be construed accordingly.
Any dispute will be submitted to the exclusive jurisdiction of the courts of Hong Kong S.A.R.