Legal Terms and Conditions

UK MSA STATEMENT (1)

LEGAL TERMS AND CONDITIONS (1)

GENERAL SALES CONDITIONS (1)

GENERAL TERMS AND CONDITIONS FOR ONLINE AND DISTANCE SALES

Introduction

Christian Dior UK Limited is a limited company, with its registered office at 3rd Floor, 1 Barlow Place, London W1J 6DG, registered in England and Wales with company number 02809988 and VAT number GB627602152 (“Dior” or “we” and “us” and “our” shall be construed accordingly). We can be reached by phone at +44(0)20 7172 0172 or by e-mail at https://www.dior.com/en_gb/fashion/contact-couture.  

 

Dior creates and markets luxury products, including haute-couture, fine jewellery, watches, ready-to- wear, leather goods, home decoration and tableware, shoes and accessories, including under its labels Christian Dior, Dior, Baby Dior, Dior Maison or CD (together the "Items"). These terms and conditions govern the sale of Items by remote sales system, by phone and\or internet. 

 

1 - Scope and acceptance of the General Terms and Conditions for Online and Distance Sales

These General Terms and Conditions for Online and Distance Sales are applicable to purchases of Items made remotely: 

a)          via phone, email, chat, instant messaging etc. with the help of a Sales Associate either contacted directly either contacted via the Customer Service department set up by Dior, via the number referred to in 2.2 below (hereinafter "Customer Service") – together orders made by “Phone”; 

b)          via Dior Website identified by the domain name “https://www.dior.com/en_gb” (hereinafter the “Website "). 

These General Terms and Conditions for Online and Distance Sales do not apply to purchases made inside Dior stores in the UK. 

The Items are intended to be sold exclusively to end buyers who are individuals, acting exclusively in a personal capacity or for a gift (hereinafter the “Customer(s)” or “You”) and who are not involved in any commercial activity (such as resellers or intermediaries acting on behalf of resellers). 

Dior may at any time update and modify the General Terms and Conditions for Online and Distance Sales and Customers will be informed of any such changes in advance of the conclusion of a sales contract. The conditions applicable to the sale of an Item to a Customer are those in effect at the time of the conclusion of the sales contract. 

By purchasing an Item, you will be indicating your acceptance of the General Terms and Conditions for Online and Distance SalFes and the Privacy Policy in force. During each purchase of Items on the Website, the Customer must indicate his\her acceptance of the General Terms and Conditions for Online and Distance Sales by clicking on the button “Pay and place an order”.  

 

2 - Ordering information

 

2.1.          Placing of Orders

Orders can be placed by Phone or on the Website. 

The language used for orders placed by Phone is English. 

The languages ​​available for orders placed via the Website are: German, English, French, Dutch, Portuguese, Greek, Italian, Spanish, Korean, Japanese, Russian, Taiwanese, Mandarin and Cantonese. 

The language of the sales contract is English. 

 

2.2.          Orders placed by Phone

Orders may be placed by reaching your Sales Assistant in stores during Monday to Friday from 9AM to 7PM and Saturday to Sunday from 10AM to 6PM (except public holidays) or during the relevant store’s opening hours; or by reaching Customer Service at [+44(0)20 7172 0172] (price of a local call from the UK), during Monday to Friday from 9AM to 7PM and Saturday to Sunday from 10AM to 6PM (except public holidays). The Customer Service will then put the Customer in relation with a Sales Assistant to complete the order and proceed to payment. 

 

2.2.1.      Confirmation of the Order by the Customer

The Customer must provide the information required for the completion of the Order, including the following information: 

- first and last name, 

- selection of a payment method and payment details, 

- e-mail address and phone number, 

- country or region for shipment, 

- delivery method, 

- billing address, 

- delivery address. 

The delivery address must be the same as the billing address unless specific conditions are met as referred to in Article 7. 

Dior will communicate to the Customer the total price of the Order, as well as any delivery charges where applicable. 

Dior will then send to the Customer an email explaining how they can pay, together with the General Terms and Conditions for Online and Distance Sales. 

By proceeding to payment, the Customer accepts these General Terms and Conditions for Online and Distance Sales and enters into a contract for an Order for the Item(s). 

Once the steps above have been followed, Dior will send to the Customer, by email, a confirmation of the receipt of the payment of the Order. Such confirmation shall include: 

-Item(s) reference 

-your Dior Sales Associate contact name. 

Such confirmation of receipt of the payment of the Order constitutes the acceptance of the Customer's Order. 

Any order placed by phone in accordance with this Article shall create a binding contract between Dior and the Customer. 

 

 

2.3.          Orders placed on the Website

 

2.3.1.      Selection of Items by the Customer

Special orders such as orders for made-to-measure items, unique pieces, etc. (excluding personalization) cannot be placed on the Website, Dior invites its customers wishing to order special items to visit the store. 

On the Website, the Customer selects, enters and validates the identification and quantity of Items he\she wishes to order, within the quantity limits indicated in Article 4 below; said Items are added to his\her “Basket”. 

The Customer may add, delete or update the quantity of Items in his/her Basket. 

 

2.3.2.      Identification

Once the Customer has completed his\her selection and wishes to validate the contents of his\her Basket, he\she can either: 
• identify himself\herself on his\her Customer account (hereinafter the “Account”), or 
• continue as a “guest”. 
The Customer can also identify himself\herself before selecting the Items. 

If the Customer already has an Account, he\she must identify himself\herself with his\her email address and password. 
If the Customer does not yet have an Account, he\she may create one by confirming his\her name, residential address, email address and phone number when ordering. 
Registration will be effective once confirmed, via a confirmation email, by Dior. 

The Customer will not be able to request a change of address once his\her order has been placed, the Customer will have to place another order with the new address. 

Further information on the processing of the Customer's personal data is available in the Privacy Policy. 

Customer IDs and passwords are strictly personal. Consequently, each Customer undertakes to keep these in complete safety and never to communicate them to third parties. 
In the event of loss, theft or any fraudulent use of their Account, Customers undertake to inform Dior immediately. 
Dior cannot be held liable for direct or indirect damage caused by fraudulent access to the Account or the Website or when the Website is not available. 

 

2.3.3.      Placing an order

The Customer must select the delivery method and complete the information necessary for the proper dispatch of the order: 
- e-mail, 
- surname and first name, 
- address, 
- postal code, 
- city 
- telephone number, 
- delivery method, 
- invoicing address, 
- and delivery address or store in which the Customer wishes to collect his\her order. 
- choice of a payment method and payment information. 

The Customer may, for a gift order, include a customizable accompanying card. 

The Customer can use his\her delivery address as the billing address or enter another one. 

Once all this information has been duly entered and validated, the price of the Items (as defined in Article 5 below) as well as any shipping costs and the estimated delivery date are displayed automatically. 

The Customer must carefully check the accuracy of his\her selection before confirming his\her order. 
Dior provides the Customer with technical means of verification in the form of a standard check summary for completeness and plausibility (allowing to check whether all the mandatory fields have been completed and whether the characters entered are appropriate for the mandatory field in question) to help the Customer recognize any errors he may have made in his entries. 
The Customer's order data is then summarized again for final checking. 

By clicking on the "Pay and place an order" button, the Customer places an order for the Item or Items placed in his\her Basket. 
The Customer can only place an order if he\she reads and accepts General Terms and Conditions for Online and Distance Sales and the Privacy Policy by clicking on the "Pay and place an order" button. 

 

2.3.4.      Confirmation of the order by Dior

Once the steps provided for in Article 2.3.3 above have been completed, an acknowledgment of receipt of the order is sent to the Customer by e-mail.  

The sales contract is deemed concluded when the Item(s) that the Customer has ordered is/are dispatched and the Customer has received a separate e-mail from Dior informing him\her of the shipment of his\her order. 

In the event of payment by credit card, the sales contract is concluded at the time of the debit of the Customer's credit card in accordance with the terms of Article 6 hereof, and this even if the debit of the Customer's credit card takes place before the dispatch of the order or before acceptance expressed by another means. 

In the event of payment by PayPal, Apple Pay or Apple Pay express as provided for by the terms of article 6.3 hereof, the sales contract is deemed to have been concluded when the Customer confirms his\her order on the PayPal, Apple Pay or Apple Pay express. 

The acknowledgment of receipt of the order includes the order number, the total amount of the order, information relating to the cost and delivery time, the essential characteristics, the quantity and the price of the Item(s) purchased. This acknowledgment includes a link to General Terms and Conditions for Online and Distance Sales. 

When the Item(s) ordered are dispatched to the delivery address chosen by the Customer, Dior sends an e-mail to the latter informing him\her of the said dispatch as well as the price, as provided for in Article 5 below. The contract of sale is then definitively formed. 

In the case of a personalized ABCDior order, the order is made upon validation of the personalization by Dior.

 

2.4.          Proof of Order

Dior and Customers agree that emails or communications by Phone (including via instant messaging) are valid forms of communication, as well as the automatic recording systems used by Customer Service, in particular as regards the nature and date of the Order. 

Dior shall retain the information relating to any Order for a period of six (6) years and shall make it available to the Customer upon written request addressed to: contactdioreu@dior.com or to Dior – Service Relation Clientèle – 11 bis rue François 1er - BP39 - 75008 Paris. 

However, it is recommended that the Customer also keeps a copy (in electronic format and/or on paper) of the details relating to his/her Order placed. 

2.5.          Pre-Order Service

Prior to the official release date of certain products, Dior may (at its discretion) select certain customers to preview the new collections, collaborations and/or capsule collections on Dior.com.  

It is entirely at Dior’s discretion (a) as to whether it chooses to allow a preview, and (b) if so, as to its choice of customers. 

The selected customers will have the opportunity to pre-order upcoming items of their choice. If an item is pre-ordered, the customer will be informed of the estimated delivery date, which is expected to be between three weeks and one month from the date of the product pre-order (although may, in certain circumstances, be longer, in which case Dior will tell the customer).  

At the pre-order stage, Dior will proceed with a deposit payment and will send the customer a deposit invoice thereafter. This is to secure the customer’s pre-order; if the item cannot subsequently be supplied for any reason, or if production and/or shipping is substantially delayed beyond the stated estimate, the deposit will be returned.  

The sale will complete when the product is shipped to the customer. At this stage, the customer will receive an invoice for the purchase.  

3  - Item selection and availability

The Customer is informed of the description of each of the Items and of its availability before placing an order or pre-order – pre-orders allow the Customer to order a selection of Items before their commercial launch or release in the market (orders and pre-orders are referred together below as “Order”). 

Items that are not available in stores may be ordered, and Customers will be required to make a deposit according to the Article 6. When placing the order, the Customer will be informed by the store of the expected date of the availability of the Item. 

If the Item(s) ordered are no longer available, Dior will inform the Customer as soon as possible, and either the relevant part of the order will be cancelled, or the Customer may cancel the full order. The deposit paid for the cancelled Item(s) will be immediately refunded to the Customer in full on the payment method used for the transaction. Refunds by bank transfer can take up to 14 days to be processed after the cancellation of the order. 

Dior reserves the right to change the Items offered at any time without notice, but this will not affect the existing Order(s). 

 

4  – Purchase Limits

The Items are sold to individuals for their own personal use or for a gift (the "Customer" or "you" and “your” shall be construed accordingly), and not for resale or for any commercial purposes. 

Therefore, the Customer confirms that he/she is acting as a consumer and that he/she does not intend to resell the Items for commercial purposes. He/she also certifies that he/she has the legal capacity to enter into these General Terms and Conditions for Online and Distance Sales. 

To ensure both a better service and availability of the Items, Dior limits the number of Items that can be purchased by a Customer to: 

-8 Items per transaction; and/or 

-two (2) identical Items, of any colour and size, per 30 days (excluding bags, which are limited to one (1) per 30 days); and/or 

-3 bags, of any line, colour and size, per six months period. 

The limits indicated in the previous paragraph do not apply to Items in the Home and Men’s Timeless categories (Men’s "Ready-to-Wear", i.e., suits and tuxedos, suit jackets, shirts, and trousers; and Men’s "Accessories",i.e., belts, ties, bow ties, pocket handkerchiefs, cufflinks, and button covers). 

Dior reserves the right to refuse any order which is fraudulent, abnormal or which exceeds the purchase limits set out above. Dior may also refuse any order (i) made by a Customer with whom there is a dispute over a previous transaction, or (ii) where a Customer has failed to comply with these General Terms and Conditions for Online and Distance Sales. 

If Dior finds that your Order does not comply with these General Terms and Conditions for Online and Distance Sales, it will notify you directly by phone or directly on the Website, or by email. 

If relevant, you will then be able to review your Order within five (5) calendar days of receiving such notification, otherwise Dior may cancel the Order and the corresponding payment, and you will receive a refund of the price you paid for your Order. The refund can take up to 14 days to be processed after the cancellation of the Order. 

 

5  - Price of the Items - Invoice

The prices communicated by phone or displayed on the Website are indicated in GBP (£) and are inclusive of all taxes (including VAT) but exclude any delivery charges which may apply and will be displayed separately before an Order is placed. 

  

Dior reserves the right to change the prices of the Item(s) at any time and without prior notice, except for orders or pre-orders you have already placed. 

Once the Order has been placed, the Customer will receive a receipt for the amount paid by him/her, in paper copy with the delivery and, where the service is available, by email. 

The receipt will include the following information: 

-transaction number, 

-Sales Assistant (applicable only for the orders placed by phone), 

-amount paid, 

-quantity (including shipment fees) / product reference and dedicated quantity. A receipt may be issued by Dior upon request from the Customer. 

 

6  - Payment

6.1            Payment of orders placed by phone

The Customer acknowledges and agrees that if any order placed by the Customer relates to one or more pre-ordered Item(s), the total price for all Items he/she has ordered shall be charged at the point when the Order is placed to the Customer, although the pre-ordered Item(s) may not be available for delivery at that time. The Customer will be advised of an estimated delivery time. 

Payment for the Customer's purchases can be made by bank transfer unless specific conditions are met and the pay by link service is offered. 

The Order may only give rise to one payment, the use of several payments for the same Order shall not be permitted. 

When Ordering, the Customer confirms that he/she is the holder of the payment method used to pay for the Order and that the first and last name appearing on this payment method are indeed his/her own. 

An original ID and /or a bank account certificate may be requested in advance of or after  any payment, including for verification purposes. Receipts will be issued in the name of the Customer who made the payment. 

Payments are made in GBP and the following payment methods are accepted: 

-Bank Transfer: This payment method is used with all Customers. 

Dior will send an e-mail for payment of the Order, which will attach our bank details and the General Terms and Conditions for Online and Distance Sales. 

The Customer will then be asked to complete the payment by bank transfer. By sending the funds over to Dior, the Customer accepts these General Terms and Conditions for Online and Distance Sales and enters into a contract for an Order for the Item(s). 

-Pay by link: This payment method is available only to regular Customers of the Dior stores in the UK. 

Where this payment means is available to the Customer, Dior will send a link with a limited validity duration, for payment of the Order, by email, text message or via an instant messaging application, together with a link to the General Terms and Conditions for Online and Distance Sales. 

The Customer will then be asked to complete the necessary information on the dedicated payment page. By clicking on the payment button, the Customer accepts these General Terms and Conditions for Online and Distance Sales and enters into a contract for an Order for the Item(s). 

In communicating his/her credit card number and/or bank details, the Customer unconditionally accepts in advance that Dior proceeds with the secure transaction and pre-authorises his/her bank to debit his/her account upon reception of records or statements sent by Dior, even in the absence of receipts signed by the cardholder of the credit card used. 

In case of payment by credit card, the Customer will have to communicate the credit card number, expiration date and security code. 

 

6.2            Shipment of the order placed by phone

The Order shall be shipped only after verification of the payment method, receipt of the authorisation to debit the Customer's payment mean, verification of the conformity of the Order with these General Terms and Conditions for Online and Distance Sales. 

 

6.3            Payment of orders placed on Website

 

Payment by Credit Card or Debit Card

Payment for the Customer's purchases can be made by credit card or debit card. Cards from the “CB” network, Visa©, MasterCard©, American Express©, ApplePay© are accepted.  

After validation of the bank details by the Customer on the Website, the latter accesses a secure server operating in SSL mode (128 bits). 

The transaction is then carried out by the Customer according to banking security standards. Authentication is specific to each bank. By communicating their bank card number and/or bank details to Dior, on the Website, the Customer accepts in advance and unconditionally that Dior proceeds with the secure transaction and authorize their bank in advance to debit his\her account in view of the records or statements transmitted by Dior, even in the absence of invoices signed by the hand of the holder of the bank card used. 

The sales contract is concluded when the Customer's credit card is debited if this debit takes place before the shipment of the Item(s). However, this does not apply to deposits and other advance payments made by the Customer when the debit is made for the amount of the advance, on the agreed due date. 

 

Payment by PayPal

Dior accepts payments made via PayPal (for orders made on the Website exclusively). 

At the time of validation of the order, the Customer chooses the "PayPal" payment option and will be automatically redirected to the "PayPal" platform. 

The Customer must then connect to his\her "PayPal" account using his\her contact details. If he\she does not have a “PayPal” account, he\she can create one on this occasion. After validation of his\her order with "PayPal", the Customer will be redirected to the confirmation page of the Website. 

The shipment of the order takes place only after verification of the method of payment, receipt of the debit authorization from the Customer's bank card or confirmation from PayPal and verification of the conformity of the order with these General Terms and Conditions for Online and Distance Sales. 

 

7  - Delivery of the Order

For security reasons, Dior will not process any Order where the delivery or billing address is not a personal address located in the UK (for example a PO box, pick-up address or a locker). 

Once payment of the amount of the Order has been validated, the Items will be delivered to the delivery address. The delivery address will be the billing address except where a regular customer has more than 12 months’ spending history. Only in those circumstances can the delivery address be different from the billing address. 

Please take care to ensure the accuracy of the delivery address at the time of ordering. Once your payment has been received, the Ordered Items will be delivered: 

-on the date or within the timeframe indicated to the Customer by Dior before the Order is confirmed or, if no time has been agreed, at the latest, within thirty (30) days of the date of the Order; or 

-for preordered Item(s), on or around the estimated delivery date; or 

-within the timeframe notified to, and accepted in advance, by the Customer in the event of the temporary unavailability of the Item in question at the time of placing his/her order by Phone. 

Dior will deliver the Items Ordered in accordance with the delivery option selected by the Customer. Customers will be required to comply with proof of delivery process from the carrier company. 

Delivery charges may apply – Customers will be notified of any applicable delivery charges at the point of completing the Order. 

Dior's failure to deliver the Items on (a) the scheduled date and (b) any reasonable new scheduled date advised by the Customer, will allow the Customer to bring the contract to an end and receive a refund of the price paid for such Items (‘Refund’). 

If delivery of the Items is delayed by an event outside Dior’s control, then the Customer shall be contacted as soon as possible, and steps will be taken to minimise the effect of the delay. 

Provided Dior does this, Dior shall not be liable for delays caused by the event, but if there is a risk of substantial delay the Customer may contact Dior to end the contract and receive a Refund. 

If Dior cannot deliver the Item because the Customer is not at the delivery address at the time (or does not answer the door), Dior will make two further delivery attempts without undue delay. If the Customer still does not take delivery, Dior will, after those three attempts, cancel and Refund the Order, and the Customer will receive confirmation by email. 

Note that, once delivery is made to any agreed location, risk in the Item transfers to the Customer and Dior has no responsibility arising from any loss of, or damage to, the Item following such contractually permitted delivery.

Click and Collect (in-store collection)

Christian Dior Couture offers Customers the opportunity to choose the "Click and Collect" option at the time of the order, choosing to collect the Item(s) in one of the proposed Christian Dior Couture boutiques. This service is uniquely available at the Christian Dior Couture boutiques in UK and for certain Items. This information will be given to the Customer before the order is made. 
The Item will be available at the chosen store within the time limits communicated by Christian Dior Couture in Article 7. 
As soon as the order is available in-store, the Customer will be informed immediately by e-mail. He or she then has a period of fourteen (14) days to collect the order at the selected store. After this period, the order will be returned to our workshops and the Customer will be automatically refunded. 
When collecting the order in-store, the Customer must present the order's availability confirmation e-mail as well as a valid identity document. A verification of the Customer's identity will then be carried out, which the Customer expressly accepts by choosing this delivery method. The order will then be delivered to the Customer upon signature of a collection ticket. 
The Customer also has the possibility of asking a person of his or her choice to come and collect the order on his or her behalf, under the following conditions. The person thus chosen by the buyer must present (i) the buyer's identity document, (ii) his or her own identity document, (iii) the order confirmation email received by the buyer as well as (iv) the duly dated and signed authorization for withdrawal by a third party. 
The Customer can access a withdrawal authorization form by logging in to their customer account. 

 

8  - Customer Data - Privacy Protection

Dior is a “controller” of the personal data collected over the Phone to fulfil Orders. For information on how Dior uses your personal data, please see our Privacy Policy and (where applicable) the Cookie Policy accessible here: https://www.dior.com/en_gb/personal-data#christian-dior-privacy-policy. If you have any questions, or wish to exercise any of the rights in relation to your data as described in the Privacy Policy, please contact privacy@dior.com. 

Any third-party payment service provider we use to facilitate the payment process will also act as a separate controller. The payment service provider has its own privacy regulations, privacy policies and procedures, defined independently, for all personal data held by the as Controller and so you should review their privacy policy made available to you during the Order process. 

 

9  - Ownership of the Items

Dior will own the Items until these are received by (a) the Customer, or (b) the intended recipient. You may not resell any Items before this time unless Dior has provided its prior written consent. 

 

10 - Intellectual Property Rights

Any intellectual property rights pertaining to any Dior product or element (including Dior Items), such as trademarks, illustrations, photos, images, models, designs and logos, whether registered or not, is and will remain the exclusive property of Dior. 

Any total or partial reproduction, downloading, modification or use of Dior 's trademarks, illustrations, images, photos, logos and designs, for direct or indirect commercial use and on any medium whatsoever, without the express prior written consent of Dior, is strictly prohibited. 

 

11  - Right to cancel

11.1         Right to cancel

NOTE: in all cases, whenever you wish to cancel because you have changed your mind, and where these terms and conditions permit such cancellation: 

 

  1. you must return all relevant Items to Dior in an unused condition and in their original packaging; and  
  2. we are permitted to make a reduction to any Refund, up to the full purchase price of the Item, to take account of any damage to, or usage or handling of, an Item that affects its value. Please, therefore, be careful.   

 

As a consumer, you have the legal right to cancel any order within fourteen (14) days of your receipt of the Item without giving any reason. The cancellation period ends fourteen (14) days after the day you or the intended recipient (not the delivery carrier) receives the last Item of the Order. 

To exercise the right to cancel, you must inform us of your decision to cancel this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail), or by using the model cancellation form set out in Appendix 1, within the fourteen (14) days period set out above. 

The right to cancel does not apply to goods made to the Customer’s specifications or which are clearly personalised, or to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (see Article 12 stating when the Customer does not have a right to return). 

11.2         Effects of cancellation

If you cancel the order, we shall refund you all payments received from you, including the costs of delivery (except where a premium delivery method was chosen, in which case only the delivery charges for standard delivery will be refunded), without undue delay and in any event not later than fourteen (14) days from the day on which we are informed about your decision to cancel this contract. 

We will make the refund using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as part of your refund. 

We may reduce the refund to reflect any loss in value to the Item if that loss is the result of unnecessary handling by you. For further details see Article 12. 

 

12 - Our returns policy

In addition to your legal right to cancel which is set out above, Dior gives Customers thirty (30) days to return the purchased Item(s), if the Customer shows a valid form of ID and the receipt. This period runs concurrently with the 14-day right set out above.  

The Customer does not have a right to return in respect of: 

-personalised or bespoke Items or made to order Items, 

-fine jewellery, swimwear, earrings, and Items subject to a CITES issuance; Any Item that has given rise to a tax refund, or has been purchased duty free, 

-Items sealed for health protection or hygiene purposes (for example, swimwear), that you opened after receiving them. 

In any case, the Customer must return the Items: 

-within thirty (30) days of delivery, 

-accompanied by the completed return form or a clear statement indicating that you wish to return the Items; and 

-in its/their original full packaging. 

Items returned must be in their unused original condition with all Dior labels attached and all related packaging, accessories and documents provided. Items that are returned incomplete, damaged, without the label and original packaging, altered, soiled, or in any other condition that would reasonably suggest that they have been used or worn, cannot be exchanged, or returned. For shoes in particular, we recommend that you try your Dior shoes on a clean floor which will not damage or mark the soles, such as a carpeted surface. 

Items not returned or returned incomplete, ruined, without the label, damaged, degraded, soiled or in any other condition that would reasonably suggest that they have been used or worn, will not be refunded or exchanged and will be returned to the Customer. 

If an Item has been returned after thirty (30) days of the Customer receiving or collecting it, Dior reserves the right to issue no refund at all and the Item shall be returned to the Customer. 

 

In addition, gift recipients do not have a right to cancel. Only Customers may exercise that right. 

Your legal right to cancel is in addition to your right to make a voluntary return. Customers can return Items within one of the stores of Dior network in the European Union and Switzerland, however in that case no refund will be possible, and customer may be offered: 

 

  1. an exchange (subject to availability) - if the new item chosen as a replacement has a greater value than the returned Item, the price difference will be paid by the Customer; if the new item has a lower value, Dior will issue a credit note to the Customer, valid for 1 year and only available for use in Dior's own stores located in the same country as the store that issued the credit note. Dior may refuse to exchange an Item where the Customer has attempted to make more than two successive exchanges: or 
  2. a credit note valid for 1 year which can be used in Dior stores located in the same country as the store which issued the credit note. 

 

In such case, the applicable general terms and conditions of sale of the store will replace these General Terms and Conditions for Online and Distance Sales. 

Only the Dior store in the UK from which originated the distance sale is allowed to offer a refund to the Customer. 

If the Items are damaged, faulty, or not as described, you may receive a refund, or request a replacement, as set out below in Article 14. 

 

12.1         Voluntary return of the orders made by Website

The Customer may return the purchased Items within thirty (30) days, for which he\she shall: 

 

  1. notify Dior of his\her wish to return via their account opened on the Website, in this case Dior will acknowledge the receipt of the Customer's cancellation by e-mail  or call the Customer Relations Department and inform them of his\her wish to exercise his\her right of return; 
  2. Agree with the Customer Relations Department on an appointment (date, time slot and place) for the pick-up of the Item(s) by UPS 
  3. return his/her Item(s) directly to a UPS drop-off point (https://www.ups.com/dropoff/?loc=en_GB) using the prepaid return label included in the package; 
  4. return the Items to one of our Dior stores located at 160-162 New Bond Street Mayfair London W1S 2UE or 31 Sloane Street  London SW1X 9NR. 

 

 

12.2         Voluntary return of the orders made by Phone

 

The Customer may return the purchased Items within thirty (30) days, for which he\she shall: 

 

  1. select the Item(s) he/she wants to return and indicate to Dior whether he/she (i) changed his/her mind (see Term 10 and Term 11), or (ii) wants to return defective Item(s) (see Term 12). 
  2. schedule the pick-up of his/her package at home. He/she shall choose the day and the time slot among those proposed by the authorised carrier, and then print and stick the prepaid label on the package. The Customer will receive an e-mail confirming his/her request of return and pick-up. 
  3. deliver the package to the authorised carrier (which shall be notified to you). The carrier will arrive at the Customer’s home, at the previously chosen time slot for the pick-up of the Item(s). 

 

Only Dior’s authorised carrier must be used, and the customer should not arrange for return of Item(s) through any other carrier than the authorised carrier, as the Item(s) may be damaged or lost, in which case Dior may not be able to issue a refund. 

 

13  - Exchange

In addition to the Customer's right to cancel and return the Items in accordance with Articles 11 and 12 hereof, the Customer may also change his mind and exchange an Item within thirty (30) days, under the conditions provided for in Article 12. 

In the event that an Item is defective, please refer to Article 14 hereof. 

In the event of an exchange request, the Customer may exchange an Item via the Website or directly in the Dior store located in the UK at Dior store located at 160-162 New Bond Street Mayfair London W1S 2UE or 31 Sloane Street  London SW1X 9NR and this within thirty (30 ) days from the date of receipt of said the Item. 

Personalized Items or items made at the Customer's request, damaged Items as well as Items sealed (for example, swimsuits) but which have been unsealed after delivery cannot be returned and exchanged for reasons of hygiene or health protection. 

Without prejudice to the Customer's rights provided for in Article 12, Dior reserves the right, within the framework of its exchange policy, to refuse an exchange beyond two (2) successive orders. 

The Customer may not make two exchanges for the same order, in the event of wishing to exchange Items which have already been the subject of an exchange, the Customer may return the Item(s) by contacting the Customer Service by phone and get refunded. 

The exchange of Items is subject to the availability of said Items on the Website or in the Store where the Customer has gone to make an exchange. In the event that the Item(s) are unavailable, the Customer will be refunded under the conditions provided for in Article 12. 

 

13.1         Exchange of Items via the Website

If the Customer changes his\her mind and wishes to exchange one or more Item(s) via the Website, the Customer must specify in the appropriate section of the Website what Item(s) he\she wishes to receive in exchange for his\her order. The Customer may return one or more Item(s) under the conditions provided for in Article 12 above (deadline, exchange conditions). 

The number of replacement Items must be identical to the number of Items returned. 

The transport costs of the first delivery will be reimbursed but the transport costs of the second delivery will be invoiced according to the delivery method chosen. The new sale will be subject to the General Terms and Conditions for Online and Distance Sales in force at the time of the exchange. 

 

13.2         Exchange of Items in a Dior store

If the Customer changes his\her mind and wishes to exchange one or more Items in Dior store, the Dior store making the exchange must offer for sale the same category of Items as the one for which the exchange is asked. For example, Men's shoes can only be exchanged in a Dior store offering Men's shoes for sale. 

 

13.3         Exchange for an Item offered at a lower price in the Store

The Customer will receive a credit for an amount corresponding to the difference in price of the two Items. 

This credit note will be valid for one (1) year from its date of issue and can only be used in stores in the Dior network located in the country of the store issuing the credit note. 

 

13.4         Exchange in favour of an Item offered at a higher price in the Store

The Customer must pay the price difference in accordance with the applicable General Terms and Conditions for Online and Distance Sales. 

 

14  - Customer’s rights in case of faulty Item(s)

We are under a legal duty to supply Items that are in conformity with these General Terms and Conditions for Online and Distance Sales. If your Item is not as described, damaged, or faulty, you may be entitled to a refund or replacement in accordance with your legal rights. If you have any questions or complaints about your Item, please speak to one of our Sales Associates in store, or telephone our Customer Service at [+44(0)20 7172 0172] (local rate), Monday to Friday from 9AM to 7PM and Saturday to Sunday from 10AM to 6PM (except public holidays), excluding public holidays, or email us via https://www.dior.com/en_gb/fashion/contact-couture. If you wish to exercise your right to reject Items, please arrange for return of the Items as set out in Article 12. Upon receipt of your item(s), and subject to inspection, we will process the return. Where you are entitled to a refund, this will be done in full on the payment method used for the initial transaction. 

 

15  - After-Sales Service

Dior may offer, in some cases, the Customer extended commercial warranties or any warranties in addition to the standard legal warranties. If this is the case, the details of the commercial warranty or guarantee shall be included with your Item(s) when it/they is/are delivered. 

All technically repairable Items may be serviced by an after-sales service. 

The terms and conditions of use of the after-sales service are available in Appendix 2. Dior does not make spare parts available for any guaranteed period. Dior will nevertheless make its best efforts to accommodate its Customers in the event of a request for one or more spare parts. 

 

16  - Information on the Items - Liability - Events beyond our control

Information on all Items offered for selling shall be made available in all Dior stores, by Phone or on Website. 

The photographs, graphics and descriptions of the Items offered for sale are for illustrative purposes only. Customers can obtain additional information by contacting Customer Service or Sales Assistants at Dior stores. 

While every effort is made to ensure that the colour and pattern of the Items pictured on the Website, or in pictures sent by Phone, accurately reflect the original Items, variations may occur, in particular due to technical limitations in the colour rendering of the computer equipment. Your Item may vary slightly from those images. 

If Dior fails to comply with these General Terms and Conditions for Online and Distance Sales, it is only responsible for loss or damage the Customer suffers that is a foreseeable result of Dior breaking this contract or failing to use reasonable care and skill, but Dior is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious it will happen or if, at the time the contract was made, both Dior and the Customer knew it might happen, for example, if the Customer discussed it with Dior during the sales process. 

Dior does not exclude or limit its liability to you 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  Items  and  for  defective  products  under  the  Consumer  Protection  Act  1987. 

 

17  - Non-Waiver

Even if Dior delays enforcing these General Terms and Conditions for Online and Distance Sales, we can still enforce these later. 

 

18  - Validity of the General Terms and Conditions for Online and Distance Sales - Severability

If any of the provisions of these General Terms and Conditions for Online and Distance Sales shall be declared null and void in whole or in part, the other provisions and the other rights and obligations arising from these General Terms and Conditions for Online and Distance Sales shall remain unchanged and shall remain applicable. 

 

19  - Alternative Dispute Resolution - Applicable Law

Any dispute to which these General Terms and Conditions for Online and Distance Sales may give rise will be subject to English law, and the jurisdiction of the English Courts, although you may bring proceedings in the courts where you live. 

If you have any questions or complaints, please contact us. If you are not happy with how we have handled any complaint, you can contact the alternative dispute resolution provider we use. 

  

For any questions on these terms, please contact your Dior sales teams (e-mail address is: contactdioreu@dior.com). 

 

 

Appendix 1

 

 

Cancellation Form

 

The below form can be used if you wish to exercise your right to cancel, in accordance with the provisions of Term 10 of our General Terms and Conditions for Online and Distance Sales:

 

To CHRISTIAN DIOR UK

Customer Service

3rd Floor, 1 Barlow Place, London W1J 6DG

 

contactdioreu@dior.com https://www.dior.com/en_gb/contact-couture

I hereby notify you of my cancelling the contract entered into for the sale of the below item(s): Name(s) and reference(s) of the Item(s):                              ------------------------------------------------------------

Ordered on:                                                                              ------------------------------------------------------------

Received on:                                                                            ------------------------------------------------------------

Order number:                                                                          ------------------------------------------------------------

Name of the customer who placed the Order:                      ------------------------------------------------------------

 

Address of the customer who placed the Order:                 ------------------------------------------------------------

-

-

Customer’s signature when submitting a paper version of this form: ---------------------------------------------

Date:                                                                                        ------------------------------------------------------------

 

 

Appendix 2

 

The after-sales service provided by Dior (Care Services) is subject to the following general terms and conditions from the moment the Dior product is deposited at Dior to its collection. 

For all repairs, the deposited Dior products to the Care Services will be automatically appraised by our workshops. At the end of this expertise, you may be offered a quote and a repair time. 

Dior reserves the right to refuse the repair and/or cleaning of a DIOR product without any consideration or form of compensation or indemnity from Dior. 

For all repairs concerning Dior products, a proof of purchase must be provided when the product is deposited. If this is not provided, repairs will be invoiced subject to the specific warranty conditions applicable to the product concerned. 

No product may be withdrawn from the Care Services unless the following are provided: (i) the document herein duly signed by you and dated the day the DIOR product was deposited to the Dior Care Service, as well as (ii) a valid piece of ID. 

You have a period of two (2) years from the date of the dispatch of the mail, email and/or SMS informing you that the DIOR product is ready for collection from the Care Services to collect the item. 

If at the end of this two (2) year period, you have not withdrawn your DIOR product, Dior reserves the right to freely dispose of the item left in its possession. 

Your personal data collected through this form are intended for Dior for the management of its Care Services and the care provided to DIOR products. 

As per applicable laws and regulations, you shall be entitled to access, correct and delete any data that may relate to you. You may exercise this right at any time by sending us an email at contactdioreu@christiandior.com or by calling our Customer Service at +44 (0) 207 172 0172. You may also contact our Data Protection Officer by email at privacy@christiandior.com. 

For any further information about the processing of your personal data, please consult our privacy policy on dior.com. 

Should any dispute arise in relation to the Dior Care Services, you have the option, before any legal action, to seek an amicable solution and use the CMAP (Paris Centre for Mediation and Arbitration). For any further information on the mediation process or any other method of alternative dispute resolution, please get in touch with us. 

Dior attaches great importance to the protection of its intellectual property rights and the respect of the law. Consequently, Dior does not repair items identified as stolen or counterfeit. 

In addition, you authorize Dior, if the circumstances warrant it, to (i) retain any infringing items for the purpose of destroying them or for the purpose of judicial investigation and/or, where applicable, as evidence against the infringer or the offender; (ii) to communicate personal data to the competent authorities if required by law or by the same authorities. 

If you disagree with all or part of these general terms and conditions, it is your responsibility not to submit your article for repair. 

Purchasing items in DIOR stores and from its authorized distributors is the best way to ensure the authenticity of a DIOR product. 

GENERAL TERMS AND CONDITIONS OF USE OF AFTER-SALES SERVICES (2)

GENERAL TERMS AND CONDITIONS OF USE OF AFTER-SALES SERVICES

1. These General Terms and Conditions govern the After-Sales Services (hereinafter "After-Sales Services" or "Services") provided by the company Christian Dior Couture which manages the store in which the Customer's request for assistance is made (hereinafter "Dior"). 

2. Upon delivery of the product to Dior by the Customer (or any person authorised by the Customer, in writing, to do so in the Customer's name and on the Customer's behalf), Dior, in conjunction with the Customer, shall photograph and analyse the product, identifying all visible signs (including but not limited to tears, pre-existing damage, soiling, etc.). All visible signs were duly noted on the form signed electronically by the Customer upon delivery of the product (hereinafter the "CARE Form") and documented by taking photographs, which were viewed by the Customer and reproduced on the After-Sales Service Form. The After-Sales Services that the Customer has asked Dior to perform are also described in this CARE Form, which the Customer will receive by email or, on request, in paper format.

3. The product is deemed to be delivered to Dior without any loose or attached items. In this respect, Dior is not responsible for (i) any objects attached to the product or loose (e.g. those left in pockets) that were not detected during the aforementioned analysis of the product nor for (ii) any damage resulting from or caused by the aforementioned objects.

4. The product is sent to the workshop or to their place of manufacture to be examined in detail by Dior's craftsmen and experts. They will determine whether the defect or problem that led the Customer to request After Sales Services is covered by the warranty, the feasibility of repair where this option has been chosen by the Customer, the estimated timeframe to carry out the repair and, where the defect or problem is not covered by the warranty, the estimated cost to carry out the Services. Where this information differs from the information provided in the above form, the Customer will be informed as soon as possible and if the Customer ultimately incurs costs or expenses in excess of those estimated in the above form, the Customer will be provided with a quotation which must, if accepted by the Customer, be confirmed by return email with the words "Agreed to quotation no. [quotation no.]" before the Services can be performed. If the Customer refuses the new conditions, the Dior store that made the request for After-Sales Services will contact the Customer as soon as the product is ready for collection so that the Customer can collect it (or have it collected) from the said store.

5. The Client understands and accepts that even when the product and the Services have been indicated as covered by the warranty in the above form, the craftsmen and experts may, in particular with regard to the deteriorated condition of the product, find that the product has not been used normally and that the warranty is therefore void. In this case, the Customer will be informed in writing and the procedure will be as described in Article 4 above. If the craftsmen and experts confirm that the product is covered by the warranty but indicate that the product cannot be restored, the Customer will be offered a full or partial refund or replacement, suggested to him/her in writing. For more information on legal warranties, the Customer is requested to consult the Dior general terms and conditions of sale available in the stores as well as articles L.217-3 to L.217-20 of the French Consumer Code relating to the legal warranty of conformity and articles 1641 to 1649 of the French Civil Code relating to the warranty against hidden defects.   

6. Dior will make all reasonable efforts to ensure that all After Sales Services are performed to the highest possible standards.

7. Both, in the event that Dior performs After-Sales Services and that Dior and its craftsmen and experts have determined that the product is not repairable, Dior will contact the Customer (first by telephone and then, if the Customer does not respond, by e-mail) to inform the Customer that the product is ready for collection in the same store where the request for After-Sales Services was made. The Customer must collect the product within 3 months of such notification. If the product is not collected within 3 months of Dior's first written notice, Dior will send a second written notice to the Customer, by registered letter with acknowledgement of receipt (to the address indicated on the CARE Form) informing the Customer that if the product is not collected by the end of a new period of 15 months from the first presentation of this registered letter constituting the second notice, Dior will be able to dispose of the product in any way whatsoever (including by destroying it and, where possible, recycling it). In fact, any delay in collecting the product after the expiry of this second collection period causes prejudice to Dior because of the costs incurred for the custody and maintenance of the product. By signing these general terms and conditions of After-Sales Services, communicated to the Customer at the time of dropping off of the product and before signing the CARE Form, the Customer expressly acknowledges and accepts that, by way of derogation from the law of 31 December 1903, Dior may dispose of the product that has not collected within the allotted time period, without the Customer being able to claim any compensation whatsoever from Dior. 

8. The product can be collected by the Customer by presenting a copy of the CARE form and/or, if applicable, the final quotation, accompanied by his/her identity document. The Customer may also use a proxy document, which was sent to him/her by email at the same time as the After Sales Service Form and these general terms and conditions, to appoint a person authorised to collect the product on his/her behalf (hereinafter the "Designated Person"). To collect the product, the Designated Person must present the proxy form, duly completed and signed by the Customer, a copy of the After Sales Service Form and, if applicable, the final quotation, duly signed by the Customer, a copy of the Customer's identity document and his/her own identity document. 

9. In all cases where the warranty has been declared void, all amounts due for the After-Sales Service that have not been paid in full at the time of collection of the product must be paid at once on the day of collection of the product. Otherwise, the product will not be returned to the Customer. The Customer is not entitled to any refund on the After-Sales Service unless he/she can prove that the Service was incorrectly rendered (repair not carried out or incorrectly carried out, replacement by a different product without the Customer's agreement).   

10. Dior attaches great importance to the protection of its intellectual property rights and to compliance with the law. As a result, Dior does not repair products that violate any law or regulation, particularly when they have been identified as stolen or counterfeit. Furthermore, by signing these general terms and conditions of use of the After-Sales Services, the Customer authorises Dior, whenever the circumstances justify it (i) to keep the infringing products with a view to destroying them and, where possible, recycling them and/or for the purposes of investigations, in particular judicial investigations and/or, where applicable, as evidence against the perpetrator of the infringement or breach of a law or regulation and (ii) to communicate the Customer's personal data to the competent authorities if Dior is obliged to do so by law or by these same authorities. Buying Dior products in Dior stores and from its authorised distributors is the best way to ensure the authenticity of a Dior product.

11. These general terms and conditions of use of the After-Sales Services are governed by French law. In the event of a dispute concerning the After-Sales Services, the Customer may seek an amicable solution by contacting us by email or telephone or contact the consumer ombudsman of the Centre de Médiation et d'Arbitrage de Paris (CMAP [Paris mediation and arbitration centre]), by filling in the dedicated form on the website www.cmap.fr, by sending his/her request by post to CMAP Médiation Consommation, 39, avenue Franklin D. Roosevelt, 75008 PARIS or by email to consommation@cmap.fr. Recourse to mediation is an alternative dispute resolution mechanism, which is not a prerequisite for taking legal action. The Client may therefore take legal action against Dior without having had recourse or attempted to have recourse to mediation. In the absence of an amicable solution or recourse to mediation, all disputes relating to these general terms and conditions shall be submitted to the competent court in application of the rules laid down by the French Code of Civil Procedure and the French Consumer Code. The Customer may file a lawsuit in the courts of (i) the place where Dior is domiciled; or (ii) the place where the Customer is domiciled; or (iii) the place where the After Sales Services are performed. 

SUMMARY PRIVACY POLICY

Regulation (EU) 2016/679: General Data Protection Regulation.

Dior, which manages the store in which the after-sales service request was made, as the data controller, will process the data of the Customer (e.g. surname, first name, phone number, personal address, e-mail address, copy of identity document) in order to process and follow up the Customer's after-sales service request.

 
The personal data of the Customer will be kept for the period strictly necessary for the proper processing of the Customer's request and any complaints, and in accordance with the privacy policy available in stores and on the website www.dior.com, after which the personal data will be deleted or made anonymous.

Please note that by sending an email to privacy@christiandior.com, the Customer will always be able to access, update and delete his/her personal data, revoke or change his/her consent and receive or request the transfer of his/her data to another controller. In addition, the Customer may object at any time to the processing of his/her personal data, in particular for marketing purposes or for analysing his/her preferences where the Customer has given specific consent. The Customer will also have the right to lodge a complaint with the competent data protection authority or with the supervisory authority of the Member State of the Customer’s habitual residence or of the place of the alleged breach.

If the Customer needs more information, he/she is requested to read the full text of the privacy policy available in stores and on www.dior.com in the Privacy Policies section.

USEFUL LINKS (1)

GENDER PAY GAP REPORT (1)

The Equality Act 2010 (Gender Pay Gap Information) Regulations 2017 require the company to publish our gender pay gap taking the snapshot date of the 5th April 2023.

Christian Dior is committed to equal opportunities and the promotion of diversity and equality in the workplace. We have a strong policy on the management of equal opportunities.  Diversity and openness to others are fundamental values for us, ensuring fairness for all our employees in terms of jobs and development, by guaranteeing equal opportunities based on objective criteria. We are convinced that diversity, in all its forms, is a source of wealth and creativity for our teams.

The reports show the ‘Median’ and ‘Mean’ pay gap for the total population. In 2023, 2.4% of our population were employed at Senior Executive level which distorts the UK Mean value.

In addition, one of the Senior Executive responsibilities are not comparable to the rest of the positions within our network. Due to this, the salary and bonus of this position is not a true reflection of the gender pay gap and we have produced figures including and excluding this position.

Our higher female population is consistent within the luxury retail market and remains an objective to have a split of 40/60 male versus female with an even divide of Senior Executives for the future.

Our results show the ‘Median’ & ‘Mean’ pay gap as at the snapshot date of the 5th April 2023. Both our mean and median has decreased showing a greater parity between our gender pay.

      -  Mean of 11.27% in 2022 vs 5.46% in 2023

      -  Median of 1.97% in 2022 vs 1.4% in 2023

 

 

                                

UK Population

Male: 32%   Female: 68%

UK Population (Excludes Senior Exec)

Male: 32%   Female: 68%

 Mean

5.46%

0.42%

Median

1.4%

1.4%

 

 

In the lower quartile, the split of male versus female has improved by 23 points, a mix of 28% male & 72% female. It is noted that within this level it includes internships receiving entry level rate of pay, of which 83% are female distorting the lower quartile results.

 

 

                                 

Lower Quartile

Male: 28%    Female: 77%

Lower Middle Quartile

Male: 34%    Female: 66%

Mean8.79%-0.23%
Median10.83%-0.14%

 

 

 

                                 

Upper Middle Quartile

Male: 33%        Female: 67%

Upper Quartile

Male: 33%          Female: 67%

Upper Quartile

Excl Senior Exec

Mean

-0.2%

5.7%

-6.19%

Median

0.0%

7.14%

2.77%

 

The mean and median gender pay gap by pay quartile remains at a minimal difference with the exception of lower and upper quartiles. The lower middle and upper middle quartile show there is parity in gender pay and represents 50% of the total population.

 

The upper quartile mean has reduced by 60% and the median has remained stable. With the senior executive noted previously removed we reach a stronger gender pay comparative.

Bonus is a contractual benefit for management and head office positions, those in receipt of a bonus are 39% of the population for both genders.  Our female demographic is 64% and this is reflected within the median & mean, the bonus allocated is equal for both genders within their employed positions.

 

                                

Bonus

Male: 36%     Female: 64%

Bonus Excl Senior Exec

Male: 36%   Female: 64%

Mean

9.66%

-26.95%

Median

-75.12%

-75.12%

 

 

Our 2023 strategy remains to give every employee the means to develop and flourish in their profession, we believe in the importance of transmission of expertise and knowledge to preserve the wealth of our employee career path. Our focus will also continue to have a balanced gender work force within all quartiles.

 As UK Human Resources Director of Christian Dior UK Limited, I, Samantha Brunton can confirm that the data and information presented in this report are accurate and meet the requirements of the Equality Act 2010 (Gender Pay Gap Information) Regulation 2017.

 Duly signed by Samantha Brunton, UK Human Resources Director, 2nd April 2024