Terms and Conditions
The following terms and conditions and any other related rules that are adopted by Susannah Lovis Ltd and made available as provided herein (collectively the “Conditions of Sale”) shall apply to all sales of Susannah Lovis Ltd products that you (the “Customer” or “you”) may order from Susannah Lovis Ltd a Limited company organised and existing under the laws of England and having a place of business at 50 Burlington Arcade, Piccadilly, W1JOQH (“Susannah Lovis Ltd” or referred to herein as “us”, “our” or “we”) either (a) by phone (the “Sales Consultant”), or (b) on the Internet via Susannah Lovis Ltd Website, identified by the domain name www.susannahlovis.com (the “website”).
These Conditions of Sale apply exclusively to sales made through the Sales Consultant or the Website. Susannah Lovis Ltd may modify the Conditions of Sale from time to time, at its sole discretion.
The Conditions of Sale applicable to any order placed through the Sales Consultant or the Website are those in force at the time that an order is placed on your behalf by a Susannah Lovis Ltd ambassador (in the case of an order placed through the Sales Consultant) or at the time you place your order (in the case of an order placed through the Website). In the case of an order placed through the Website, when you check the “I Accept” or similar box at the order confirmation section of the Website before placing your order with Susannah Lovis Ltd, you indicate your acknowledgment and your full acceptance of these Conditions of Sale. If you refuse to accept these Conditions of Sale, you will not be able to order any Susannah Lovis Ltd products from the Website or the Sales Consultant.
2. PURCHASING ELIGIBILITY
Only individuals who (a) have reached the age of majority (eighteen in most countries), (b) have legal capacity to enter into contracts and (c) are living in France, UK, Ireland, Netherlands, Belgium, Luxemburg, Denmark, Finland, Sweden, Germany, Austria, Italy, Spain and Portugal may order products through the Website (please also refer to payment and shipping sections below for further details) If you are under the age of majority or otherwise cannot lawfully enter into a contract, you must have your parent or guardian place an order on your behalf and thereby assent to these Conditions of Sale. Any orders placed in contravention to this provision shall be null and void.
By placing an order through the Sales Consultant or on the Website, you represent and warrant that you are a bona fide end-user Customer and will not deliver, sell or otherwise distribute Susannah Lovis Ltd products or purchase Susannah Lovis Ltd products for commercial purposes or any other commercial benefit. If despite our efforts the product is no longer available or Susannah Lovis Ltd believes, for legitimate grounds, that an order would violate these Conditions of Sale, Susannah Lovis Ltd may refuse such order.
3. PRODUCT AVAILABILITY; QUANTITY
All orders placed through the Sales Consultant or on the Website are subject to availability and acceptance by Susannah Lovis Ltd.
Susannah Lovis Ltd reserves the right to change the assortment of items proposed on the Website or through the Sales Consultant and may limit from time to time the quantity of Susannah Lovis Ltd products that may be ordered by a Customer in a single buying session. Orders may not exceed five (5) products in any buying session on the website.
The Sales Consultant and the product pages of the Website can provide you with information regarding products that are currently available for sale through those channels. Please note that only those creations displaying a “Add to Shopping Bag” button are available for sale through the Website. You may also call the Sales Consultant (telephone number indicated on the Website) and a Susannah Lovis Ltd ambassador will provide you with further information as to product availability and assist you with your purchase.
4. ACCOUNT CREATION; PERSONAL INFORMATION; GUEST CHECKOUT
In order to place an order through the Sales Consultant or on the Website, you or the Susannah Lovis Ltd ambassador (on your behalf) will be required to register and create your online account, unless you select the "Guest Checkout" option that is available on the Website only. In order to register, you will be required to provide valid and up-to-date personal information, such as your legal name, phone number and e-mail address, and to confirm that you have reached the age of majority.
Upon completion of your account registration on the Website or by the Sales Consultant, you will receive an e-mail which will allow you to log in to your account on the Website and create a permanent account login and password. You may also receive a second e-mail summarising the personal information you provided in registering for your online account. You are responsible for ensuring that your password and account login are kept secret, safe and secure at all times. Susannah Lovis Ltd will not be held responsible or liable for any misuse of your account resulting from a third party’s access to and use of your password and account login.
We may change the information required to place a new order or the registration requirements from time to time. Any changes will be posted on the Website. Please refer to our Privacy Notice and Clause 8 of these Conditions of Sale for more details about how we may use your personal information.
Should any of the information you provide to the Sales Consultant or on the Website change, please login to your account and update such information directly on the Website, inform the Sales Consultant (telephone number and e-mail address indicated on the Website) or notify Susannah Lovis Ltd as set out in our Privacy Notice. Moreover, in the event that Susannah Lovis Ltd reasonably suspects that a third party has breached a Customer’s registration, password and/or account login, Susannah Lovis Ltd shall immediately cancel and terminate such account, and notify you by e-mail or telephone.
If you select the “Guest Checkout” option on the Website your online account will not be created and we will not use your personal information for other purposes than processing your order.
If you are willing to order on the Website, your offer to place an order will be processed as follows: Once you have chosen a product, click on the “Add to Shopping Bag” button to place this product in your shopping bag. You may then decide to continue shopping for other products and add them to your shopping bag (subject to availability and quantity limits) or proceed to “Checkout” by clicking on this button. You may also remove one or several products you have selected in the Shopping Bag.
When ordering by telephone through the Sales Consultant (telephone number indicated on the Website), a Susannah Lovis Ltd ambassador will follow the offer and order process on your behalf.
When ordering through the Sales Consultant or on the Website, you will be required to provide other personal information as applicable, such as shipping address, billing address and payment details. You warrant that all personal information given to Susannah Lovis Ltd is true and correct. Susannah Lovis Ltd or its third party providers may collect additional information at this time for security and anti-fraud purposes. Please refer to our Privacy Notice for more details about how and how long we may use or keep your personal information.
6. PRICES, TAX AND SHIPPING COSTS
All Prices shown on the product pages of the Website or quoted by the Sales Consultant include VAT but exclude shipping costs and other taxes unless otherwise stated.
Susannah Lovis Ltd reserves the right to modify prices and delivery costs at any time without prior notice. The price of a product and delivery costs displayed on the Website or quoted by the Sales Consultant, as indicated at the time Susannah Lovis Ltd provides you with a Confirmation of Order, will be honoured by Susannah Lovis Ltd.
Shipping costs may not be stated on the product pages but will be added to the product price after you have chosen your delivery options.
Shipping costs and VAT will be reflected on your order page, that is to say the last page before you are asked to confirm and place your order (in the case of a Website order), or will be quoted by the Sales Consultant (in the case of a telephone order), and will also appear on your Acknowledgment of Order and invoice (if you choose to receive an invoice). Shipping costs, if any, are described in the shipping policy set forth below. Please note that VAT will vary based on the location to which products are being shipped.
The actual VAT associated with your purchase will be calculated at the time when your order is to be shipped, at which point you will receive a Confirmation of Order (as defined in Clause 10). Please note that in case of changes to the applicable VAT rates between the date your order is placed and the date Susannah Lovis Ltd is ready to ship your order, we will contact you and ask that you reconfirm your order. If Susannah Lovis Ltd cannot obtain your instructions, Susannah Lovis Ltd will cancel the order and notify you of such cancellation.
7. CUSTOMER’S REVIEW AND CONFIRMATION
You should carefully check all details before placing your order through the Sales Consultant or on the Website, including without limitation the particulars of each sale, which will be provided by the Susannah Lovis Ltd ambassador (in the case of an order being placed through the Sales Consultant) or the Website (in the case of an order being placed through the Website).
When you have completely reviewed your order, first check the box next to “I have read and accept the conditions of sale” to indicate your agreement to be bound by these Conditions of Sale and then, click on the “Confirm and place order” button on the Website to place your order.
By placing an order, you are submitting an offer to Susannah Lovis Ltd to buy the products you have placed in your “Shopping Bag”. Notwithstanding anything to the contrary provided for herein, Susannah Lovis Ltd reserves the right to refuse, cancel and terminate orders at any moment in time for legitimate grounds. For example, Susannah Lovis Ltd may refuse, terminate or cancel your order if there is an on-going dispute concerning payment of a prior order or if Susannah Lovis Ltd suspects that you have violated these Conditions of Sale.
8.1. Payment by credit or debit card
You may pay by credit or debit card, as indicated on the Website, or through the Sales Consultant.
Your billing address must be in one of the countries listed in Clause 2 above. Cards with a billing address outside one of the countries listed in Clause 2 above will not be accepted.
When ordering on the Website, you will need to enter your payment details on the appropriate form. If you order by telephone, you will need to communicate to the Sales Consultant your credit or debit card number and your three- or four- digit security code that is printed on the back or the front of your card (CVV2/CVC2/CID). No customer card details are stored or recorded in any way.
All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to Susannah Lovis Ltd, you will need to contact your card issuer directly to solve this problem, and Susannah Lovis Ltd will not be liable for any delay or non-delivery.
In order to process your order, we may perform a pre-authorisation of your card. The amount of your purchase will be blocked on your card until your order is shipped to the shipping address you have provided to Susannah Lovis Ltd, at which time you will be sent a Confirmation of Order and your card will be charged the applicable purchase price. By submitting an offer to purchase Susannah Lovis Ltd products on the Website or through the Sales Consultant, you expressly authorise Susannah Lovis Ltd to perform such pre-authorisation and, where Susannah Lovis Ltd deems necessary, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to your card number, to authenticate your identity, to validate your card, to obtain an initial card authorisation and to authorise individual purchase transactions. Please refer to our Privacy Notice for more details about how and how long we may use or keep your personal information.
8.2. Payment by bank wire transfer
You may also pay by bank wire transfer orders placed through the Sales Consultant or on the Website above. Please do not forget to mention the order reference number in your bank wire transfer form.
No bank wire transfers are accepted for deliveries in the Netherlands.
After you place an order and select bank wire transfer as your method of payment, Susannah Lovis Ltd will wait until your payment is received before processing your order. If the funds are not credited into our bank account within ten (10) working days after you have placed your order, this order will be cancelled.
Susannah Lovis Ltd will not charge a fee for paying by bank wire transfer, but please ensure that we receive the full amount mentioned in the Acknowledgment of Order before we process your order. Please note that some financial institutions may charge you a fee for using a bank wire transfer.
Susannah Lovis Ltd takes precautions — including administrative, technical, and physical measures — to safeguard your personal information against loss, theft, and misuse, as well as against unauthorised access, disclosure, alteration, and destruction. Susannah Lovis Ltd uses Secure Sockets Layer (SSL) encryption on all web pages where personal information is collected.
Although we will do our best to protect your personal Information throughout the online selling process, we cannot guarantee the security and integrity of the data you transmit to the Website and be held liable for any harm or loss resulting from the use of the internet network, such as in the case of hacking. For more information about how we use and protect your information please view our Privacy Notice.
In order to secure your transaction and prevent fraud, Susannah Lovis Ltd will perform a credit card and anti-fraud check. By placing your order, you will be deemed to have authorised Susannah Lovis Ltd to perform such checks and, where Susannah Lovis Ltd deems necessary, from time to time to transmit or obtain information that you have provided to Susannah Lovis Ltd about you in order to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise a particular purchase transaction.
9. ACKNOWLEDGMENT OF ORDER
Once you have placed your order on the Website or through the Sales Consultant, you will receive by e-mail an Acknowledgment of Order acknowledging the details of your order along with these Conditions of Sale. This Acknowledgment of Order will contain an Order Reference Number assigned by Susannah Lovis Ltd. Please carefully review the Conditions of Sale upon receipt and make sure that you save the Order Reference Number for any future enquiries regarding your order.
This Acknowledgment of Order is not an acceptance of your order. Following the transmission of the Acknowledgment of Order, Susannah Lovis Ltd will conduct its usual security checks and then process your order.
10. CONFIRMATION OF ORDER BY SUSANNAH LOVIS Ltd
Upon shipment of the product you have ordered, following completion by Susannah Lovis Ltd of security checks, Susannah Lovis Ltd will send you by e-mail a written Confirmation of Order.
The Confirmation of Order constitutes the acceptance of your order by Susannah Lovis Ltd and indicates the existence of a binding sales contract.
Susannah Lovis Ltd will preserve information concerning all orders as required by applicable law. These records may be made available to the Customer either by registering on the “My Susannah Lovis” section of the Website or by contacting the Sales Consultant.
11. COMPLIMENTARY SERVICES
The following complimentary services will be proposed, free of charge, on the Website or by the Sales Consultant:
11.1. Gift wrap, Susannah Lovis Ltd signature packaging
All our packages are beautifully gift wrapped, with the Susannah Lovis Ltd signature packaging. The Susannah Lovis Ltd Box and special packaging may be valuable. In case you or the Gift Recipient decides to return the product, the product should be returned in its original packaging.
11.2. Personalised products
It is possible to personalise a number of products by engraving them. For more information, please check on the Website or contact the Sales Consultant
Personalised Susannah Lovis Ltd products cannot be returned to Susannah Lovis Ltd for exchange or refund. However, this does not affect the rights you may have as a consumer in relation to products that are defective, as described below.
11.3. Gift note
We offer the opportunity to include a personalised gift note within the order package.
Please note that, Susannah Lovis Ltd reserves the right to withhold acceptance of any order for engraved products or accompanied by a gift note that contains language that is objectionable or unlawful. But we’ll always take it under consideration.
12. SHIPPING POLICY
We only accept orders for delivery to addresses located in one of the countries listed in Clause 2 above. Please note that Susannah Lovis Ltd does not ship to certain addresses, such as PO boxes or hotels. Further information, may be found on the Website or by contacting the Sales Consultant.
Delivery costs will be assessed by Susannah Lovis Ltd and will be added to the price of the Susannah Lovis Ltd products themselves. Please refer to the Website for more information.
The delivery costs and the estimated delivery lead time will be mentioned on the Website or by the Sales Consultant before you place your order and summarised in the Acknowledgment of Order.
When estimating package delivery time, please allow time for credit approval, address verification and order processing, as well as receiving your payment in case of bank wire transfer. Once the order is processed and ready for shipment, we will send you the Confirmation of Order by e-mail or mail.
We will use reasonable efforts to ensure delivery by the carrier within the estimated delivery lead time from the date of our Confirmation of Order.
Each delivery package will contain, in addition to your purchased Susannah Lovis Ltd product: (i) all related accessories, if any, (ii) a thank you card; (iii) the valuation for insurance purposes if so requested by you when you place your order; (iv) these Conditions of Sale; (v) a printed gift note containing your message, if so requested by you when you place your order; (vi) the packing slip without price.
Susannah Lovis Ltd insures each purchase during the time it is in transit until it is delivered to you. We require a signature by an adult to confirm the delivery of each Susannah Lovis Ltd product, at which point responsibility for your purchased goods passes to you.
When ordering products on the Website or through the Sales Consultant, you, as the Customer, will have the option to choose whether you wish to receive an invoice to your billing address. If you decide at this moment that you do not want to receive an invoice, you may at any time later request an invoice by calling the Sales Consultant (telephone number indicated on the Website), subject to providing proper identification to the Sales Consultant.
Please note that Susannah Lovis Ltd will not send the invoice and payment details to the Gift Recipient.
14. CUSTOMERS’ RIGHT OF WITHDRAWAL
As a Customer based in the EU, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you can call our Customer Contact (telephone number indicated on the Website) to obtain a Return Number (RN), which we will confirm in writing. Alternatively, you must inform us (Susannah Lovis Ltd, 50 Burlington Arcade, London, W1J0QH) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or e-mail).
If you withdraw from this contract, we shall reimburse to you all payments received from you, not including the costs of delivery or any alterations, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract, either/or from our receipt of the returned item with the decision to withdraw.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, you will incur any and all fees as a result of such reimbursement. Please provide a copy of a SWIFT message of the initial transfer in case of payment made by bank wire transfer so that we can refund you on the same bank account.
We will withhold reimbursement until we have received the goods back. Proof of sending is not valid unless accompanied by a valid signature of receipt at Susannah Lovis Ltd, 50 Burlington Arcade, London W1J0QH.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you purchased the item, unless you communicate your withdrawal from this contract to us within those 14 days, then from acceptance of your withdrawal a further 14 days will be allowed for the return of goods. The deadline is met if you send back the goods before the period of 14 days has expired. We will not bear the cost of returning the goods, you will have to bear such costs.
The Customer will be liable for any decrease in the value of the product if the deterioration is caused by a use beyond the ordinary quality inspection and functional testing of the product. "Quality inspection and functional testing" is understood to mean the testing of the product as one would usually do in a retail outlet. Consequently, if the product is damaged, Susannah Lovis will deduct the cost of refurbishment or replacement from the refund, or refuse the refund completely.
15. GIFT RECIPIENTS’ RETURN PERIOD
In order to ensure your entire satisfaction Susannah Lovis Ltd also offers the Gift Recipient the same return period, provided that they strictly comply with these Conditions of Sale.
If the product returned by a Gift Recipient does not meet our Quality Control standards or if the Gift Recipient is otherwise in violation of these Conditions of Sale, Susannah Lovis Ltd will refuse the return and send back the product to the Gift Recipient.
Should a product be returned to Susannah Lovis Ltd, only a Customer will be entitled to receive a refund. In no event will a Gift Recipient be entitled to receive a refund, but she or he may benefit from an exchange as indicated below.
16. RETURN PROCESS
16.1. Return process
Products that have been purchased on the Website or through the Sales Consultant may be returned to the following address: Susannah Lovis Ltd, 50 Burlington Arcade, London, W1JOQH.
Products that have not been purchased on the Website or through the Customer Contact should be returned to Susannah Lovis Ltd, 50 Burlington Arcade, London, W1J OQH
You will need to contact the Sales Consultant within 3 days of receipt of delivered item(s). Susannah Lovis’ Client Services will issue a Return Authorisation Number to you by email. Upon receipt of this number you have 14 days to return or exchange your purchase.
Items that have been engraved or modified may not be returned or exchanged.
To make the return process easier for you, please follow the steps mentioned below.
First, please call the Sales Consultant (telephone number indicated on the Website) to obtain a Return Number (RN) and a Returns Form (RF) available by post or email, (and to assure that the conditions for a return have been met).
i) Provide the required information, with the Return Number (RN) if applicable, on the Return Form (RF) provided in the original box or packaging and sign it,
ii) Include the completed Return Form with the product, all its accessories, the Product Manual, the Certificate of Authenticity and the International Guarantee, as applicable, and all other documents, in its original box and delivery package,
iii) Seal the delivery package and arrange suitable delivery of the goods. All responsibility is on the Customer to appropriately insure the contents, until a delivery signature is accepted at Susannah Lovis Ltd, 50 Burlington Arcade, London W1j 0QH.
The Customer or Gift Recipient, as the case may be, must keep a proof of return shipment, and Susannah Lovis Ltd accepts no liability in the event that such proof cannot be produced, and as mentioned above proof of sending doesn’t qualify, receipt of goods is the only accepted situation before a refund can be processed. Only merchandise once received by the Susannah Lovis Ltd, 50 Burlington Arcade, London, W1J 0QH will be eligible for a refund or exchange, as applicable.
Upon receiving a return, Susannah Lovis Ltd will verify that the returned product complies with these Conditions of Sale.
16.2. Conditions for returning a product
Susannah Lovis Ltd products must be returned in a new and unused state.
Personalised Susannah Lovis Ltd products cannot be returned to Susannah Lovis Ltd for exchange or refund.
Please also return the original Susannah Lovis Ltd box and delivery package, with all its accessories as applicable, and all other documents, with all protective materials in place and tags and stickers attached to the products. Failure to do so will respectively entitle Susannah Lovis Ltd to withhold the refund made to the Customer, or to refuse the products returned by the Gift Recipient.
All returns will be subject to strict Quality Control (QC) by Susannah Lovis Ltd to ensure that the returned products satisfy these requirements.
If the returned product satisfies Quality Control (QC), Susannah Lovis Ltd will proceed with the refund or exchange, as applicable.
16.3. Customers’ and Gift Recipients’ exchanges
Customers and Gift Recipients may exchange a product purchased on the Website or through the Sales Consultant for another Susannah Lovis Ltd product if the product to be exchanged complies with these Conditions of Sale.
For any exchanges, you should first call a Sales Consultant to check the availability of the product you would like to order in exchange of the returned product. If the desired product is available, the Sales Consultant will create your account and process the order on your behalf.
Should a product be returned for exchange to the Susannah Lovis Ltd boutique by a Customer or Gift Recipient, only the Customer will be entitled to receive a refund of the price difference when the product to be returned is more expensive than the desired Susannah Lovis Ltd product. If the returned product is less expensive than the desired product, the Customer or Gift Recipient, as applicable, will be charged the difference in price.
In both cases, Susannah Lovis Ltd will send an e-mail to the Customer which specifies the value of the returned product, the price of the item for which the original product has been exchanged and the difference to be paid by Customer or the amount that the Customer is entitled to receive.
17. MANUFACTURER’S GUARANTEE
Susannah Lovis Ltd is extremely cautious in ensuring that each product strictly complies with its quality criteria and that it has passed all controls, both technical and aesthetic.
18. LEGAL GUARANTEE
In your capacity as consumer, you may have legal rights under applicable national legislation governing the sale of consumer goods; those legal rights are not affected by these Conditions of Sale.
For any repair inquiries, please contact a Sales Consultant (telephone number and e-mail address indicated on the Website).
20. ACCURACY OF PRICING, PRODUCT DESCRIPTIONS
While Susannah Lovis Ltd endeavours to verify the accuracy of any information it places on the website, in advertisements or catalogues or by a Sales Consultant, it makes no guarantees, whether express or implied, in relation to the accuracy, reliability and completeness of such information. Susannah Lovis Ltd does not confirm the price of a Susannah Lovis Ltd product until a Confirmation of Order has been issued by Susannah Lovis Ltd, indicating the existence of a binding sales contract. If a Susannah Lovis Ltd product’s correct price is higher than the price posted on our website, then Susannah Lovis Ltd either contact the Customer for instructions before shipping the order or, if Susannah Lovis Ltd cannot obtain your instructions, rejects the order and notifies you of such rejection.
While every effort will be made to ensure that the descriptions, photographs or graphical representations of the Susannah Lovis Ltd products displayed on the website or in a catalogue are as accurate as possible, Susannah Lovis Ltd does not warrant that such materials or other content is error-free, whether as a result of inaccuracy, omission, obsolescence or otherwise. Accordingly, the Customer’s sole remedy in the event of any such error is to return the product as set forth in our return policy.
21. FINAL PROVISIONS
Information and complaints. In case of any complaints please contact our Customer Contact Ambassador at the following address: Susannah Lovis Ltd, 50 Burlington Arcade, London W1J 0QH. For further information or complaints, you may also contact the Customer Contact Ambassador on the telephone number and e-mail address indicated on the Website.
Entire Agreement. The Conditions of Sale, including policies incorporated herein (e.g., Privacy Notice) constitute the entire agreement between you and Susannah Lovis Ltd regarding your purchase of Susannah Lovis Ltd products through the Sales Consultant or the Website, and supersede any prior conditions of sale.
Severability. In the event that any provision of the Conditions of Sale shall be determined to be partially void or unenforceable by any court and for any reason whatsoever, it shall be void or unenforceable to that extent only and no further and the validity and enforceability of any of the other provisions of the Conditions of Sale shall not be affected.
22. GOVERNING LAW
These Conditions of Sale shall be governed by and construed in accordance with the laws of Great Britain, without reference to conflict of law provisions, and with the exclusion of the Convention of International Sale of Goods.
You may bring proceedings against Susannah Lovis Ltd either in the courts of Great Britain or in the country where you are domiciled. Susannah Lovis Ltd may also bring proceedings against you in the courts of the country where you are domiciled.
Without any restriction to bring proceedings before a Court, Susannah Lovis Ltd or the Customer will first make reasonable efforts for a period of thirty (30) days to resolve amicably any dispute or failure to agree that may arise out of or relate to the product, the Conditions of Sale or any breach thereof.
Last Revised: 30 April 2014