Update your delivery country/region and default currency Mettre à jour votre pays/région de livraison et devise par défaut

Choose the currency and the country where you want your item(s) to be shipped

Choisissez votre devise et définissez le pays ou la région où vous souhaitez faire livrer vos achats

ColisExpat receives your online orders and ships them to you anywhere in the world.

Set the language that you wish to use on this site

Définissez la langue dans laquelle vous souhaitez naviguer sur le site

*The ColisExpat service enables the client’s order to be shipped to a French address, from which it will be re-shipped to a selected country. ColisExpat guarantees parcel shipment from this address regardless of the country of destination.
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Printemps.com
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GENERAL TERMS & CONDITIONS

The Printemps.com brand ("the Company") has an e-commerce website, accessible on the following address www.printemps.com ("the Website").

This document sets out the general terms and conditions of use for the Website as well as the general terms and conditions of sale (the "Terms & Conditions") between the Company, and any natural person wishing to use the Website  ("the User") or make a purchase on the Website (" the Customer").

Terms & Conditions apply exclusively to any natural person aged 18 or over, who is not a trader and who is acting for their own personal needs.

Prior to using the Website, you are advised to read these Terms & Conditions and our Privacy Policy (the "Privacy Policy") that can be found in Article 11 - Privacy Policy hereafter. By using or placing an order on the Website, you are accepting these Terms & Conditions and the Data Protection Policy.

The Company reserves the right to update or revise these Terms & Conditions without prior notice. Any Terms & Conditions applicable to the User or the Customer are those in force at the time of using or placing an order on the Website.

The Company sells ready-to-wear items and accessories, exclusively from well-known brands. These products come directly from producers and authorised resellers ("the Products").

An account must be created in order to benefit from all private offers, private sales or other commercial transactions reserved for customers of the Website.

Signing up to our Printania loyalty club also requires creating an account. For further information about the Printemps loyalty programme, visit the following link: www.printempsfrance.com/printania

By creating an account, the Customer accepts our Data Protection Policy and states that all information provided is true and accurate.

How do I create an account?

1. Go to www.printemps.com
2. Click on "Sign in" at the top-right of your screen, then select "Create an Account"
3. Fill in your email address and press "Enter"
4. A confirmation email will be sent to you. To confirm your details and continue your registration, click on the link provided in the email.
5. Fill in all the required fields, marked with an asterisk.
6. Click on "Create an Account"

How do I sign in to my account?

1. Go to www.printemps.com
2. Click on "Sign in" at the top-right of your screen
3. Enter your email address and password
4. Click on "Continue"

I've forgotten my password

If you have forgotten your password:
1. Click on "forgotten password?" in the "I've already got an account" section
2. Enter and confirm your email address. You will immediately be sent an email containing a link to reset your password.

How do I change my password?

1. Sign in to your account
2. Once you have signed in to your account, select "My personal information"
3. Click on ""Change my password".
4. Enter your old password. Then enter your new password, enter it a second time and confirm.
Customers should note that their username and password are personal and confidential and accordingly agree to keep their password secret and not to disclose it to a third party for any reason whatsoever.

2.1 PLACING AN ORDER

The ordering process includes the following steps that the Customer is asked to complete by filling in and reviewing the relevant information:

  • The adding of the selected Product(s) by the Customer to their bag, with the bag being accessible at any time to review or make changes;
  • Confirmation of the bag after having checked its contents;
  • Access by the Customer to their account by entering their username and password in order to confirm, make changes or complete the address details required for delivery (if the Customer does not yet have an account on the Website, a customer account can be created by filling in the necessary details during processing. It is also possible, if they so wish, for the Customer to place an order as a guest without creating an account.);
  • Delivery option selection;
  • Payment method selection and express acceptance of the Terms & Conditions for the Website;
  • Redirection of the Customer to the online secure payment website to validate payment.

The Customer's order is then confirmed by validating their bank account details i.e. bank card number, expiry date and CVC code.

2.2 ORDER CONFIRMATION

The Customer will receive an order confirmation email, summarising the details of the items ordered.

Orders will only be processed once payment has been accepted. The Company reserves the right to cancel or refuse any order from a Customer if there is a suspicion of fraud or, in the event of a dispute relating to the payment of a previous order placed on the Website.

In this respect, Customers should note that, in order to avoid identity theft, the Company may require supporting documents to verify that the Customer is indeed the person who placed the order.

2.3 PRODUCT FEATURES

In accordance with Article L.111-1 of the French Consumer Code, prior to placing an order, the Customer may consult the main features of the Products they wish to purchase, presented in each product page on the Website.

2.4 PRICES

The prices displayed on the Website are expressed in euros and in pounds. These prices include the VAT applicable on the day of placing the order but do not include delivery costs to be paid by the Customer.

Rates for the various delivery options can be found by visiting the Delivery & returns section on our website.

The Company reserves the right to change prices at any time. However, such amendments will not affect an order that has already been confirmed.

2.5 PRODUCT AVAILABILITY

The order implies acceptance of prices and description of the Products available for sale. The Company is committed to honouring Product orders while stocks last.

In the absence of availability of one or more Products after the order has been placed, the Company will inform the Customer by email when the Product will be available again or, if it is no longer available, where applicable. In the event that Products are unavailable or if the Customer cancels their purchase, the order for the product will automatically be cancelled and the amount will be refunded via the payment method used to place the order.

2.6 CHANGING AN ORDER

Once your order has been placed, its contents can no longer be changed. You can still, however, change the delivery address or cancel your order if it has not yet been processed, by contacting our Customer Service.
If your cancellation is accepted, you will not be charged.

3.1 ORDER DISPATCH

Orders placed before 2:00 p.m.:
Orders confirmed before 2:00 p.m., Monday to Friday, are dispatched the same day (excluding public holidays).

Orders placed after 2:00 p.m.:
These orders are processed in priority the next business day. Orders placed from 2:00 p.m. Friday through to Sunday evening will be dispatched on Monday evening.

An email is sent to the Customer when their order is dispatched from our logistics warehouse. This email summarises the delivery method as well as providing the order tracking number.
To view the details and track an order, the Customer can visit the "My current orders" section in their account.

3.2 DELIVERY LOCATION

Products are shipped to the delivery address supplied by the Customer when placing their order.
Customers should note that the Company cannot be held liable for any order that cannot be delivered due to incorrect delivery information entered by the Customer.
The Company provides order delivery throughout mainland France, the European Union and the United Kingdom.

3.3 DELIVERY LEAD TIMES

Except in cases of force majeure and excluding certain peak periods, such as sales periods, and subject to order confirmation and payment by the Customer:

  • Orders will be processed and dispatched under the Terms & Conditions of Article 3.1 above;
  • Shipping and delivery times will be as indicated in Article 3.4 below while stocks last. These times run:
    • For the dispatch lead time, from the date of the order confirmation email; and
    • For the delivery lead time, from the date of the dispatch notification email sent to the Customer by the Company.

The Company guarantees to inform the Customer by email of the progress of their order.

In addition, to track the parcel, the Customer can sign in to their account and go to "My account", then click on the "My orders" section. Customers should note that there is no delivery tracking service for the 24 hours following the order being placed, as the order is initially handled by a distribution platform. After this time, the Customer can track the delivery of their parcel directly on the website of the carrier, chosen at the time of placing the order.

3.4 DELIVERY OPTIONS

The Company offers Customers the following delivery options.

Paris and the Paris region

  • FREE CLICK & COLLECT in Printemps stores*
  • * This service is not available at Printemps Caen, Printemps Brest, Printemps Tours and Printemps du Louvre.

This delivery service enables orders to be dispatched to one of the seventeen Printemps stores (see list below). Once the order arrives at the Click & Collect location, an email with a collection code will be sent to the Customer. To collect the order, the Customer needs to present this code at the Click & Collect location along with a proof of identity. The order is available for collection at the Printemps store Click & Collect point for a period of 14 days.

  • For Printemps Haussmann, Printemps Nation and Printemps Italie 2. For orders placed before 9:00 p.m., Monday to Friday, the Click & Collect service offers same day delivery or next day delivery for orders placed after 9:00 p.m. Orders placed on Friday after 9:00 a.m. and during the weekend will be available for collection on Monday morning. Printemps Haussmann info: You can collect your orders from the Printemps Mode department on the fourth floor.
  • For all other Printemps stores, the Click & Collect delivery time is 24 hours. All orders placed before 2:00 p.m. are delivered the next day. All orders placed after 2:00 p.m. are dispatched on the next working day and delivered within the following 24 hours. Orders placed on Friday after 2:00 pm and during the weekend will be available for collection on Tuesday morning.

Orders can be collected at the "Click and Collect" desk during opening times at selected stores.
For further information on Printemps store opening times, please visit here.

  • COURSIER, €/£12 (only available in Paris and surrounding suburbs from 10:00 a.m. to 10:00 p.m.)
    Delivery to Paris and Essonne, Hauts-de-Seine, Seine-Saint-Denis, Val de Marne, Val d'Oise, Seine-et-Marne and Yvelines.

This service offers same day home delivery or workplace delivery (excluding weekends).
For orders placed before 8:00 a.m. Monday to Friday, same day delivery between 4:00 p.m. and 10:00 p.m. is possible. Otherwise, next day delivery is available from 8:00 a.m. to 10:00 p.m. from Monday to Friday and between 9:00 a.m. to 1:00 p.m. on Sundays.
Orders placed after 12:00 p.m. Friday and up to 8:00 a.m. Monday will be delivered from 10:00 a.m. Monday onwards.
The preferred time slot is selected when choosing the delivery method (subject to availability).
If the Customer does not receive their parcel or any news from the delivery service, they can contact our Customer Service.

Mainland France and Corsica

  • FREE CLICK & COLLECT, in Printemps stores*
    * This service is not available at Printemps Caen, Printemps Brest, Printemps Tours and Printemps du Louvre.

This delivery service enables orders to be dispatched to one of the seventeen Printemps stores (see list below). Once the order arrives at the Click & Collect point, an email containing a collection code will be sent to the Customer. To collect the order, the Customer needs to present this code at the Click & Collect point along with a proof of identity. The order is available for collection at the Printemps store Click & Collect point for a period of 14 days.

  • For Printemps Haussmann, Printemps Nation and Printemps Italie 2. For orders placed before 9:00 p.m., Monday to Friday, the Click & Collect service offers same day delivery or next day delivery for orders placed after 9:00 p.m. Orders placed on Friday after 9:00 a.m. and during the weekend will be available for collection on Monday morning. Printemps Haussmann info: You can collect your orders from the Printemps Mode department on the fourth floor.
  • For all other Printemps stores, the Click & Collect delivery time is 24 hours. All orders placed before 2:00 p.m. are delivered the next day. All orders placed after 2:00 p.m. are dispatched on the next working day and delivered within the following 24 hours. Orders placed on Friday after 2:00 pm and during the weekend will be available for collection on Tuesday morning.
  • Printemps Caen, Printemps Brest, Printemps Tours and Printemps du Louvre do not offer the Click & Collect service.

Orders can be collected at the "Click and Collect" desk during opening times at selected stores.
For further information on Printemps store opening times, please visit here.

  • STANDARD COLISSIMO, €/£5 (48 to 72 hours)

Colissimo delivery via La Poste delivers within 48 to 72 hours throughout mainland France and Corsica. Deliveries are made by La Poste, Monday to Saturday, from 8:00 a.m. to 7:00 p.m..
All orders placed before 2:00 p.m. Monday to Friday are dispatched the same day.
Orders are processed the morning of the next business day. Orders placed between 2:00 p.m. on Friday and 2.00 p.m. on Monday are dispatched Monday evening.
Parcels are delivered to the delivery address shown on your order confirmation. It is therefore important to ensure the delivery address details are entered correctly.
An email will be sent to the Customer when their parcel is dispatched from the warehouse. This email confirms the delivery option chosen and provides a tracking number. Orders can be viewed and tracked in the "Track my orders" section of the account.

  • CHRONOPOST EXPRESS, €/£8 (within 24 hours)

This "express" dispatch service offers delivery within 24 to 48 hours (excluding weekends) from Monday to Saturday throughout mainland France. Deliveries are made by Chronopost from 7:00 a.m. to 1:00 p.m. Monday to Friday.
All orders placed before 2:00 p.m. are delivered the next day before 1:00 p.m. (within 24 hours).
All orders placed after 2:00 p.m. are dispatched on the next business day and delivered within the following 24 hours.
As soon as your parcel is collected by Chronopost, you can track it on www.chronopost.fr/en using the parcel number you received by email when it was dispatched, or via the order tracking link from your Printemps.com account.

United Kingdom

  • COLISSIMO, €/£10 (within 4 to 5 days)
    The delivery time is 4 to 5 business days on average.
    Parcels are delivered to the delivery address shown on your order confirmation. It is therefore important to ensure your address is entered correctly.
    We will send you an e-mail when your order is dispatched from our warehouse to confirm your tracking number. You can also view and track your order in the My Current Orders section of your account.
    There will be no additional duties costs on your orders and returns.

European Union

  • CHRONOPOST STANDARD INTERNATIONAL (within 2 to 4 days)

Standard delivery for the following countries: Germany, Austria, Belgium, Spain, Ireland, Italy, Luxembourg, Netherlands, Portugal, Slovakia and Slovenia.
The delivery time is 2 to 4 days on average.

The Predict service from Chronopost offers a wide choice of delivery options including:
- Rescheduling your delivery date;
- Delivery to a nearby sales point;
- Delivery to a nominated neighbour; and
- Delivery to a "safe place".

  • CHRONOPOST EXPRESS INTERNATIONAL (within 24 hours)

Express delivery is available for the following countries: Germany, Austria, Belgium, Spain, Ireland, Italy, Luxembourg, Netherlands, Portugal, Slovakia and Slovenia.
The delivery time is 1 business day.

French Overseas Territories and Departments and worldwide

  • ColisExpat

Creating an account on our partner's website, ColisExpat, at www.colisexpat.com enables us to allocate a French address to the Customer from which their order will be re-dispatched to a country of the Customer's choice. ColisExpat is responsible for sending the parcel from this address, regardless of the country of destination.

3.5 GENERAL PROVISIONS RELATING TO PRODUCT DELIVERIES

Any parcels with apparent anomalies (such as damaged products, missing products in relation to the order confirmation, damaged or open packaging, faulty products etc.) at the time of delivery or collection by the Customer, must be reported to Customer Service via the contact form, within the 3 days following the delivery or time of collection.
The Customer should return the Product concerned by following the Product returns procedure described in Article 9.1.
If the discrepancy is confirmed by the Company, on receipt of the parcel in our warehouse, the Customer will receive an email indicating whether the Product can be exchanged or refunded.
Where applicable, the Product refund, delivery costs and costs incurred for returning the parcel will be paid within 14 days of the date the Company confirms that the Customer is entitled to the refund in compliance with the Guarantees described in Article 10.

4.1 AVAILABLE PAYMENT METHODS

Customers can pay for their orders using the following methods:

  • With the following bank cards: Visa and Mastercard. Transactions made on the Website are handled by INGENICO EPAYMENTS, an online secure payment platform, registered with the RCS in Paris under the reference B 435 236 898, whose head office resides at 28/32 Boulevard de Grenelle, 75015 Paris, France. Tel: + 33 (0)1 70 70 09 03 and email: support.ecom@ingenico.com.
    The payment information for the Customer's bank card (Note: Card number, expiry date and CVC code appearing on the back of the card) will be encrypted by our service provider, which transmits these payment details to the bank in complete confidentiality, ensuring it cannot be accessed by third parties.
    The Customer has the option, if they so wish, to save their bank details on their account which remains encrypted and non-accessible.
    Each time one of the saved cards is used, the Customer will be required to re-enter the password for their account and provide the CVC code. The saved card will only be offered if the Customer uses the same delivery address for all subsequent orders. The Customer has the option to delete saved bank cards from the "My saved cards" section in their Account or add other bank cards on the payment page when making a purchase.
  • By PayPal, automatically subject to PayPal's Service Terms & Conditions of Use and PayPal's Privacy Policy.
  • By purchase voucher, valid up to 6 months on the Website, or by e-gift card valid for 1 year on the Website, the conditions of which are outlined in Article 5 below. Payment may be made in full or in part by one of these payment methods.

By clicking on "Authorise payment", the Customer confirms that either the bank card belongs to them or that they are the rightful holder of the gift card or purchase voucher.

4.2 NON-PAYMENT PREVENTION AND MANAGEMENT

In addition, to prevent unpaid invoices, the Company has set up a system that may lead to a Customer being asked to provide further information when making a payment. Alternatively, an order may be put on hold.

4.3 ELECTRONIC RECEIPTS

An electronic receipt will be made available on the Website in the "My Account" section then by clicking on "My purchase history". This is agreed by the Customer..

5.1 PURCHASING AN E-GIFT CARD

The Customer can buy one or more e-gift cards on the Website which can be used exclusively on www.printemps.com. E-gift cards purchased on the Website are not valid for use in Printemps stores.
E-gift card purchases are not eligible for any promotional codes. The minimum value for a e-gift card is €/£10 and the maximum is €/£1000.

How can I buy an e-gift card?

1. Go to www.printemps.com/fr/fr/carte-cadeau
2. Select an e-gift card design
3. Select how you would like it to be sent. You have two options:
    3.1. Send the e-gift card to the recipient by email
    3.2. Send the card in printable PDF format to your email address
4. You can personalise your e-gift card by filling in the fields "Enter the amount of your choice", "From", "To", "Event" and "Enter your message".
5. Click on "Add to bag"
6. Next, place your order

When creating an e-gift card, the Customer must enter the email address of the person receiving it ("The Recipient"). This email address cannot be changed at a later date.
In the event of an error being made when entering the e-gift card recipient's address, the Customer can ask for their order to be cancelled. The amount corresponding to the cancelled e-gift card will then be fully refunded via the payment method originally used to place the order. No request for cancellation will be accepted if the e-gift card has been used by its recipient.
The Company cannot be held liable in the event of an error in an e-gift card recipient's email address. E-gift cards are valid for a one-year period from the date of purchase. They may not be exchanged for cash.
If the e-gift card is not used within a period of 1 year from the date of purchase, the relevant amount will be deemed to be definitively acquired by the Company.

5.2 PAYMENT BY E-GIFT CARD

The recipient of the e-gift card will receive their gift card in the form of a code by email or as a printed gift card (in printable PDF format).

Using an e-gift card on www.printemps.com:
1. To be able to use your e-gift card, you need to create an account.
2. Make your purchase on the www.printemps.com website. Confirm your bag.
3. To use your e-gift card, enter your code on the payment page.

E-gift cards can be used once or several times on the Website. They are valid for 1 year.
If the value of your e-gift card is greater than the value of your bag, the difference will remain available on your e-gift card which will be offered to you when you place your next order on the "My secure payment" page and on the "My e-gift card" page in your account. Alternatively, you can complete your payment with another payment method or e-gift card.
If the Customer returns an item paid for with an e-gift card, the refund will be made in the form of a purchase voucher which is valid for 6 months from the date of issue.
The gift card and purchase voucher are two cumulative forms of payment.

The Company retains ownership of Products until the order has been paid in full, i.e. when the Company has received the full price and associated costs. These provisions do not hinder the transfer of Products to the Customer, from their reception, risks, loss and deterioration of Products, purchased in addition to damages they may cause.

All text, comments, photos, branding, illustrations and images reproduced on the Website are protected under copyright and intellectual property law. These elements are, and remain, the exclusive property of the Company or the holder of the intellectual property rights concerned.

All total or partial reproduction of the Website or any of its elements, on any medium or for any reason whatsoever, is strictly prohibited.

8.1 WITHDRAWAL PERIOD

In accordance with Article L 221-18 of the French Consumer Code the Customer has a period of fourteen (14) calendar days from the date of receiving their order to exercise their right of withdrawal, without having to justify their decision.

In the event of multiple deliveries for the same order, the withdrawal period expires fourteen (14) calendar days after the day the Customer takes physical possession of the final Product.

If the last day is a Saturday, Sunday or public holiday, the period will be extended to the next business day.

8.2 EXERCISING THE RIGHT OF WITHDRAWAL

  • Notification of the decision to withdraw:
  • To exercise the right of withdrawal, the Customer must inform the Company of their decision to withdraw, using the downloadable form HERE or by sending a clear statement in writing to Printemps.com Service Relations Clients, 102 Rue de Provence, 75009 Paris, or by email to customer-service@printemps.com

  • Returning a product:
  • Having informed the Company of their decision to withdraw, the Customer must return the Product to 110 bis Avenue du Général Leclerc, 93500 Pantin without undue delay and within 21 calendar days.
    The returns procedure for Products is described in paragraphs 9.1 and 9.2 below.
    For further information on the costs and conditions for returns, visit the Delivery and Returns page.

  • Exceptions
  • No right of withdrawal is available for:

  • Products manufactured according to the consumer's specification or those clearly personalised; or
  • Products that have been worn, washed, altered or permanently damaged.

9.1 OPTIONS FOR RETURNING PRODUCTS

In order to be accepted, returns must meet the Terms & Conditions below:

  • The returns form must be included in the package.
  • Items should be new, unworn and returned in their original packaging.
  • The price tag, bar code and product name should also be returned with the item in the same condition it was received.
  • Returned items that are damaged, incomplete, used, soiled, washed, or have cooking, tobacco or body odours, will not be accepted nor refunded.

In accordance with Article L 221-23 of the French Consumer Code, the Customer will be held responsible for any Product depreciation resulting from handling, other than what is necessary to establish its nature, features and, where applicable, whether it is operating correctly. Consequently, the Company reserves the right to refuse returns if the Product is not fit for sale (e.g. the Product is incomplete, damaged, worn, soiled or washed).

Each request for refund will be inspected and validated. Returns that do not comply with these Terms & Conditions will not be accepted and will be sent back to the Customer. Refunds will be made via the payment method used to place the order, or by purchase voucher.

Special cases:

  • Bags & Accessories
  • Items should be returned as received, in their original packaging along with the certificates of authenticity and designer labels intact.

  • Shoes
  • Shoes must be returned in brand new condition. Please ensure to try them on while standing on a carpeted surface to avoid damaging the sole. The shoebox must be in perfect condition and must not be used as a shipping box under any circumstances. Shoeboxes should not be taped or written on.

  • Lingerie and Swimwear
  • Briefs, swimsuits and bikini bottoms should be tried on over underwear. Please ensure that adhesive protective slips are not removed.

  • Fine Jewellery
  • These special pieces should be returned new and unused in their original packaging with plastic protection and all designer labels intact.

  • Beauty products
  • Beauty items must be returned in their original, unsealed packaging with the protective plastic film and the lid intact. Items cannot be tried on and must be returned in brand new condition, unopened, unused, undamaged, unsullied, untested. To return a beauty item, please make sure to return the items in the original packaging; which is resistant to all possible shocks, drops and handling during the delivery of the package. If, however, your package after opening does not allow the return of beauty items in good conditions, we urge you to find an appropriate container or box and to carefully pack the returned items and ensure maximum protection during transport.

9.2 RETURNS PROCEDURE

The Customer has 21 days to return their order from the date they receive their parcel.

Under these Terms & Conditions, returns are free of charge from the United Kingdom, France, Benelux countries and Germany.

Outside these Terms & Conditions, shipping costs are borne by the Customer.

For returns from other international countries, an amount of €/£12 will be deducted from the customer's refund.

If the condition of the opened package does not allow it to be reused for the return, the Customer must use alternative suitable packaging and carefully wrap the items to ensure they are well protected during transport.

Returns take 5 to 7 business days to reach us from the time of being dropped off at a Post office branch.

To return one or more items, a returns form must be included in your parcel .
1. The returns form can be found in your delivery. If missing, the returns form can be downloaded from your customer account.
2. Package the items carefully in the original packaging and including the printed returns form.
3. Attach the transport label to the package and drop your parcel off at the post office or a retailer offering postal services. If the transport label is missing, it can be downloaded from your customer account.
NB: To facilitate the tracking of your return and ensure your refund, it is necessary to use the Colissimo label provided by Printemps.com when returning your items and to keep the proof of deposit stamped by the post office until the refund is issued. Otherwise, we cannot guarantee your refund.

Frequent Returns

The number of returns per customer is counted and, in the event of repeated returns contrary to our general Terms & Conditions, we reserve the right to flag or close your Printemps.com account and refuse future orders.

The Customer is contacted if this applies to their account.

Exchanges

There are two steps to make an exchange:

  • Follow the returns procedure above to receive a refund for the items.
  • Next, place a new order for the product you wish to purchase.

9.3 REFUNDS

Refunds are issued as soon as the Company has collected the Product or the Customer has provided proof that the Product has been sent, whichever comes first. It will be processed and/or refunded within 3 to 5 business days. Customers should note that this may take longer if the return requires an additional inspection.

The Customer must send the proof of shipment for the Product by post to the following address: Service Relation Client Printemps.com, 102 rue de Provence, 75009 Paris.

The Company will refund any payments to the Customer relating to the returned Product.

Regarding the initial delivery costs:

  • If all the Products on the order are returned under the right of withdrawal, the Company also refunds the standard delivery costs relating to shipping the order (with the exception of additional costs if the Customer has chosen a delivery option other than the Company's standard delivery, the details of which are outlined in Article 3.3 above).
  • If only part of the order is returned, the initial fixed shipping costs will not be refunded.

The refund will be made via the payment method the Customer used to place the order (bank account, PayPal account or purchase voucher), unless the Customer expressly agrees to use a different method. In any case, this refund will not incur any additional charges to the Customer. Please note that if the Customer has a deferred credit facility, the re-credit will also be deferred, in accordance with the practices of the Customer's bank.

If the Customer has paid for their order using two payment methods, one of which being a purchase voucher, the refund will be made on a pro rata basis for each of the payment methods, meaning the Customer will receive part of the refund as a voucher.

In the event of receiving a returns parcel where the contents do not conform to the return request or the items do not meet the conditions for return as previously mentioned, the Company reserves the right to take all necessary steps to recover the items from the Customer.

All Products benefit from a legal guarantee of conformity (Articles L 217-4 et seq. of the French Consumer Code) and a guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code) allowing the Customer to be able to return faulty and non-conforming Products at no cost to them.

10.1 LEGAL GUARANTEE OF CONFORMITY

Article L 217-4 of the French Consumer Code:

"The seller supplies goods in conformity with the contract and is liable for any non-conformity existing at the time of delivery. They are also liable for any non-conformity resulting from packaging, assembly manuals and installation instructions if this has been contracted out to them or carried out under their responsibility."

Article L 217-5 of the French Consumer Code:

"The goods conform to the contract:

1° If they are appropriate for the use, usually expected of a similar product, if applicable:

  • If they match the description given by the seller and have the characteristics that the seller has presented in the form of a sample or a model;
  • If they have the qualities that a buyer can legitimately expect with regard to any published statements made by the seller, the manufacturer or their representative, in particular with regard to advertising or labelling;

2° Or, if they have characteristics defined by mutual agreement between the parties or are suitable for any special purpose sought by the buyer, brought to the knowledge to the seller and accepted by them".

Article L 217-12 of the French Consumer Code:

Action resulting from non-conformity is limited to two years from the date the goods are received.

When acting on a legal guarantee of conformity, the Customer:

  • has a period of two years, from the date of receiving the Products, to take action against the Company or seller;
  • may choose between repair or replacement of the Product, subject to the cost conditions provided for in Article L. 217-9 of the French Consumer Code; and
  • is exempt from having to provide proof of the Product's non-conformity during the two-year period after the product has been delivered.

The legal guarantee of conformity applies irrespective of any sales guarantee that may have been given. It should be noted that the Customer may decide to apply the guarantee against hidden defects in the item sold, in accordance with Article 1641 of the French Civil Code. In this case, they may choose between cancelling the sale or receiving a price reduction in accordance with Article 1644 of the French Civil Code.

Within the legal guarantee of conformity framework, based on the Customer's choice, the Company undertakes to either:

  • repair the Product; or
  • replace the Product with an identical product, subject to available stock.

However, in accordance with Article L217-9 of the French Consumer Code, the Company may decide not to proceed in line with the Customer's choice, if, taking into account the value of the Products or the extent of the defect, their choice has a clearly disproportionate cost to the alternative option. Unless this is not possible, the Company is then bound to proceed in line with the option not chosen by the Customer.

Furthermore, in accordance with Article L217-10 of the French Consumer Code, if repairing or replacing the Product is not possible, or if the solution requested, proposed or agreed in applying the above paragraph cannot be implemented within one month following the complaint, the Customer can either:

  • return the Product, provided the non-conformity is not significant, and the Company will refund the price of the Product as well as any delivery and return costs; or
  • keep the Product and the Company will refund the Customer for part of its price.

10.2 GUARANTEE AGAINST HIDDEN DEFECTS

Article 1641 of the French Civil Code:

"The seller is liable for hidden defects in the goods sold which render them unfit for their intended use or which impair their use to such an extent that the buyer would not have bought them or would have paid a lower price for them if they had known about them."

Article 1648 paragraph 1 of the French Civil Code:

"The action resulting from latent defects must be brought by the buyer within a period of two years following the discovery of the defect."

Within the framework of the hidden defects guarantee, based on the Customer's choice, the Company undertakes to either:

  • refund the price of the Product if the Customer returns the Product, as well as any delivery and return costs, if replacement is not possible; or
  • refund the Customer for part of the price if the Customer keeps the Product.

The Company undertakes to be as open and transparent as possible and to provide the Customer with all necessary information about how their Personal Data (as defined in our Privacy Policy) is collected, used and protected when visiting the Website.

For further information, we encourage you to read our Privacy Policy.

To resolve any issues arising at the time of ordering, or concerning Product deliveries, the Customer can contact our Customer Service directly  by using the contact information stated in section "Need help" on the Website.

In accordance with the provisions of Article L.616-1 of the French Consumer Code, the Customer should note that, in the event of a complaint relating to the Website, these Terms & Conditions, or an order issue that could not be resolved through the Company's Customer Service department, and after a prior written request by the Customer which has not been satisfied within a year, the Customer has access to a free mediation service.

As such, the Company adheres to FEVAD (Fédération du e-commerce et de la vente à distance), a specialist e-commerce mediation service (hereafter referred to as the "Mediator"). Contact details are as follows: 60 rue la Boétie, 75008 Paris - www.mediateurfevad.fr.

To find out how to submit a request to the Mediator, the Customer can go to www.mediateurfevad.fr/index.php/espace-consommateur/. To ensure the Customer's case for mediation is valid, the request must include: The Customer's address, telephone number, email address, the customer number and/or order number, the order date, the dispute details, and written proof of the steps taken by the Customer to resolve the dispute amicably with the Company before referring to the Mediator, the solutions proposed by the Company, and the Customer's expectations.

Under the terms of Article L152-2 of French Consumer Code, disputes will not be reviewed by the Consumer Mediator when:

  • The consumer cannot justify having previously tried to resolve the dispute directly with the professional by written complaint in accordance with the procedures provided for in the contract.
  • The request is clearly unfounded or abusive.
  • The dispute has been previously reviewed or is currently under review with another mediator or by a court.
  • The consumer has submitted their request to the Mediator in excess of a one-year period from the date of their written complaint to the supplier.
  • The dispute does not fall within its jurisdiction.

The Mediator will inform the consumer if their case has been rejected within a period of three weeks following receipt of their application.

In accordance of the European Regulation no. 524/2013 of the European Parliament and Council of 21 May 2013, the Customer also has the possibility to make an appeal to the online dispute resolution platform at the following address: https://ec.europa.eu/consumers/odr/.

These Terms & Conditions are subject to French law. In the absence of reaching an amicable agreement, disputes shall fall within the exclusive jurisdiction of the competent French Courts, notwithstanding plurality of defendants and/or guarantee appeals, including emergency and precautionary proceedings, in summary proceedings or by petition.

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