Terms & Conditions

Thank you for visiting Lilou et Loïc, Terms and Conditions.

These Terms and Conditions are valid from 1st April 2015.

1. Introduction

The website URL www.lilouetloic.com (“website” or “site”) is operated by Lilou et Loïc Ltd (hereinafter referred to as “We”, “us”, “our”). Lilou et Loïc provides the services on the website subject to the following Terms and Conditions (“The Terms and Conditions”) and by placing an order with Lilou et Loïc you have deemed to have read, understood and agreed to these Terms and Conditions. If the customer (“you” or “your”) are unclear about any aspect of these Terms, please contact one of our Team before placing an order on orders@lilouetloic.com or by telephone on 0845 564 1398 between 9am and 5pm Mon - Fri.

2. Privacy Policy

Please review our Privacy Policy which forms part of these Terms and Conditions and governs your visit to our Website. Its purpose is to enable you to understand the conditions under which we operate and the conditions by which you are bound when making purchased on the Site.

3. About Lilou et Loïc Ltd.

Lilou et Loïc Ltd. Registered address is Lynton House, 7-12 Tavistock Square, London WC1H 9LT. Companies Head Office is located at 45 Pont Street, Knightsbridge, SW1X 0BD. The Company is registered in England and Wales with Company registration number 7562682; VAT Registration number 120060975.

3. Eligibility

In order to be able to purchase goods on this Site and to lawfully enter into contracts on this Site under English Law, you must register on the site your true details, be over 18 years of age and be the legal holder of a valid debit or credit card or PayPal account.

4. Prices & VAT

All the product prices on this Site are inclusive of VAT at the current rates and are exclusive of delivery charges. Please visit our Delivery section for the charges with regards to delivery prices, for further information. The total cost of your order will be confirmed to you at the end of the order process and will be the price of the products order and delivery charges, unless order qualifies for free delivery (see Offers and Promotions clause 6).

For orders placed online and dispatched within the European Union, VAT will normally be charged at the prevailing rate of the member state. If you wish to make a purchase for outside the European Union, please contact our Sales team on sales@lilouetloic.com or 0845 564 1398 to discuss your requirements. If you think you have been charged VAT in error, please contact our Customer Service team on 0845 564 1398 (Monday - Friday 9 am to 5 pm) or email us at customerservice@lilouetloic.com. If you have a valid VAT registration number and wish to place an order for Business to Business or Trade please contact sales@lilouetloic.com or call 0207 693 5033.

5. Product Descriptions

Lilou et Loïc will take all reasonable care to ensure that all details, descriptions, and images of products appearing on the Website are correct at the time when the relevant information was entered onto the system; however, to the extent permitted by applicable law, we do not warrant that the product descriptions, colors or other content available on the Site are accurate, complete, reliable, current, or error-free.  However specifications, descriptions and images are not intended to be binding, but intended only to give a general description of the products. Lilou et Loïc cannot accept responsibility for any color variation caused by browser software, computer screen or computer system used to view the product range.

Lilou et Loïc  will aim to keep the Website as up to date as possible, the information including the description and price appearing on the Website at a particular time may not always reflect the product exactly at the moment in time you place the order. Furthermore, a price of the product will be confirmed once your order is accepted, see clause 8.

6. Offers and Promotional Emails.

6.1. Promotional Codes

Promotional Codes and promotions cannot be used in conjunction with any other offer or during times of seasonal Sale on sale items. During seasonal sales, items are already discounted and promotional codes will be invalid for these items.

6.2.  Email Offers

Email offers via our client mailing list are only valid if you click through via the Lilou et Loïc  emails, to the website and purchase from there. These offers are always subject to availability and price.

6.3. General Offers

All offers are subject to availability at the time of purchase and cannot be used in conjunction with any other offer or discount. Offers exclude gift vouchers (for gift voucher terms and conditions please see clause 15).

6.3. Free delivery over £150

Free delivery is valid on all items excluding gift vouchers. Promotion can be used in conjunction with any other offer or discount, but is limited to standard delivery charges in United Kingdom. Offer may change or be withdrawn at any time, at the discretion of Lilou et Loïc.

All customers, when purchasing on the website, using promotional codes and offers will be required to submit personal details. Please see our Privacy Policy for further details on how we will treat this information.

7. Purchase Policy

The products and services available on the Website are for personal use only. You may not resell any of the products or services you purchase and receive from us, either as samples or as a whole. Lilou et Loïc reserves the right to cancel any orders that we believe may result in the violation of our Terms and Conditions at the sole discretion of our Directors.

8. Acceptance of Goods

Upon receipt, you are required to inspect the goods. You will be deemed to have accepted the goods unless you notify us within 7 days of receipt that you have cancelled the order. You must return the goods in accordance with our returns policy. If no action is taken Lilou et Loïc  shall not be obliged to accept the rejection of the goods at a later date. This does not affect your statutory rights.

If you have any queries regarding an order, or have not received the total order please contact us by email: orders@lilouetloic.com or by telephone between 9am and 5pm Mon-Fri.  Emails are responded to 24 hours a day Mon-Fri. Please see our Delivery & Returns for more information relating to this.

9. Placing Online Orders with Lilou et Loïc

By placing an order via our website you are making an offer to Lilou et Loïc  to purchase the goods detailed in your order. Once you have placed an order, we will send you a confirmation that your order has been 1) received. This is not a confirmation of acceptance of your offer to purchase the goods. A contract will only exist once your order has been 2) accepted, processed & dispatched to you. Your credit or debit card will be authorized when your order is placed and processed but you will not be charged for the value of the goods until the point they are dispatched to you.

Prices and availability of goods are subject to change without notice, see clause 4. A delivery charge will be added to your order where appropriate, see Delivery & Returns.

This does not affect your statutory rights.

All orders received before 11am will be processed the same day, although this could be subject to availability of the product and/or any special requirements such as gift wrapping or any other special requirement specified by you. Any orders received after 3pm will generally be processed the following working day. Standard delivery time is up to 5 days by Royal Mail unless otherwise stated, see Delivery & Returns.

10. Payment

You may pay using any of the methods specified in the Payment section of this Site. You confirm that the credit or debit card that is being used is yours.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses or does not, for any reason, authorise payment to us, whether in advance or subsequent to a payment, we will not be liable for any delay or non-delivery.

If we are unable to fulfill your order following our order acknowledgement, we will contact you by email or telephone advising you of this. Therefore it is important that you leave us your accurate contact details and email.

11. Security of Payment

All credit and debit card holders are subject to validation checks and authorization by the card issuer. If your credit or debit card has been used fraudulently as a direct result of being used to buy from us on our Website we will use our best endeavors to work with your credit card company to minimize any inconvenience this may have caused you.

Lilou et Loïc uses Sage Pay to process payment by debit and credit cards. Sage Pay is a PCI DSS (Payment Card Industry Data Security Standards) certified and a trusted payment processor. Sage Pay conforms to the highest security standards available to online businesses.

12. Title to Goods

Legal Ownership of the goods remains with Lilou et Loïc  until payment has been made by you and such payment has been received by us. In the case of refunds or cancellation, legal ownership of the goods will revert immediately to us, if we refund any such payment to you.

13. Risk

Risk in the goods will pass to you upon delivery to you.

14. Delivery

Delivery will be in accordance with the delivery option selected by you when you order online. Please visit the Delivery & Returns for further details.

15. Gift Vouchers

Upon purchasing a Gift Voucher, we will post the voucher to you or the recipient you desire, with a voucher code. These can be posted by Standard Mail or First Class, cost of which will be added to the order at the end of the order process. Gift Vouchers cannot be exchanged or refunded.  Gift Vouchers can be used towards the purchase of goods at a higher price upon payment of the difference at the end of the order process, once the voucher code has been submitted online.

Lost Vouchers: please contact us on orders@lilouetloic.com for assistance, or call 0845 564 1398 from 9am -5pm Mon - Fri

Lilou et Loïc reserved the right to refuse gift vouchers that appear to have been used or stolen. Gift vouchers are only valid online and by using the voucher code provided on the physical voucher, however Lilou et Loïc will store voucher details in the event that a voucher is lost or stolen.

When purchasing a voucher for a third party, you agree to provide us with third party details, which will conform to our Privacy Policy as if they had been given to us directly from the third party. See our Privacy Policy for details.

16. Stock Availability

Lilou et Loïc  will do its best to display on its Website all items in the current product range. Whilst we aim to hold stock of all styles and scents while the range is in season, this may not always be possible due to limited availability or high demand. Occasionally the item may be out of stock, which will be highlighted in your shopping basked. We will give you the option to purchase the item when it next arrives, if applicable, in which case we will post this out to you as soon as available. We will use our best endeavors to keep you updated with exact timelines on this.

Some items may be of limited edition, this will be highlighted next to the item.

17. Our Cancellation Policy

You have the right to cancel your order in writing within seven days of placing the order online and we will refund you all charges. However, in the event that we have already dispatched the products to you we will be unable to cancel the order, but will be pleased to refund you in accordance with our Refund Policy, please see our Delivery & Returns policy for detailed information.  In this event, you are obliged to return the items by post. Parcels returned by post are returned at your own cost. Cost will be refunded upon us receiving your parcel. We will be unable to refund postage charges.

Should you wish to cancel your order, please write to: orders@lilouetloic.com within the time specified.

19. Returns Policy

If you are not entirely satisfied with your goods, you may return your goods to us within 14 days of receipt. We will be pleased to offer you an exchange or voucher for the total purchase amount provided that the goods are returned to us in complete condition, unused and with the original packaging. We are also able to offer you a refund, which will be credited to the debit or credit card you used to make the purchase. Items can be returned outside of this time period if they are found to be faulty, however customers are require to inspect the goods upon receipt, see clause 8. We cannot accept item returned as faulty if the appropriate product care has not been followed or if the damage appears to have been due to misuse, wear and tear and/or occurred after the risk of the goods has passed.

Certain items are excluded from our returns policy and can only be returned in accordance with you statutory rights, these are toiletries or beauty products where the packaging and/or any seal has been open. Return of the item is at your own cost, unless it is faulty according to the specification above. For further details, please visit our Delivery & Returns Policy,

This does not affect your statutory rights.

19. Your Obligations and Responsibilities

In access or use of the site, you must ensure that you comply with these terms and conditions and any instructions or warnings provided to you on the website, by post or email. You should always act in accordance with the law, custom and in good faith. This will be expected of you, as our customer. You are forbidden from making any change or alteration to the Website or any content and services that may appear on the Website. You may not damage in any way our integrity or the integrity or operation on the Website. If you default negligently or intentionally in any of the obligations set forth in these terms and conditions, including the Privacy Policy, which forms part of these terms and conditions, you shall be liable for all the losses and damages that this may cause to Lilou et Loïc Ltd., its partners and affiliates. This does not limit the generality of any provision of these terms and conditions.

20. Your Account with us "My Account"

For the purpose of making purchases and placing orders with us, you need to submit your personal details to register with us. Upon doing this, you warrant that all personal information which you are required to provide is true, accurate and current in all respects. You are responsible for making sure that the personal information you provide to us is up to date. If your personal information changes at any time, please notify us immediately by emailing sales@lilouetloic.com, your details will be updated within 24 hours on our system.

You may also update your details through “My Account” page on the website. With regards to your “My Account”, you are responsible for maintaining the confidentiality of your account and password and for taking all reasonable measures to prevent unauthorized use or access of your account. You agree that you accept responsibility for all activities on your Account and password.

If you have any reason to believe that your password has been misused, used by someone else or is likely to be misused, you must contact us immediately on 0845 564 1398 Mon- Fri 9am-5pm.

Forgotten passwords will be reset for you by our team by email, upon your request. This will be sent to the email address you used to register initially.

Should you wish to cancel your account, please notify us on sales@lilouetloic.com

21. Website Links & Third Party Links

Links appearing on the Site are for convenience only and are not an endorsement by us, our affiliates or our partners. We are not responsible for the content of any off-Site pages or any other Sites linked to or from the Site. Your “surfing” or  “linking” to or from any off-Site pages or other Sites is at your own risk.

Lilou et Loïc is in no way responsible for examining or evaluating any off-Site pages or any other Sites linked to or from the Site, nor do we assume any responsibility or liability for the actions, content, products, or services of such pages and Sites, including, without limitation, their privacy statements and terms and conditions. You should carefully review the terms and conditions and privacy policies of all off-Site pages and other Sites that you visit. Lilou et Loïc does not warrant any offerings of such websites either.

22. Jurisdiction

These Terms and Conditions and your use of our Website are governed by English Law. By using our website you agree to submit to the non-exclusive jurisdiction of the English Courts. We give no warranty, express or implied that the use of this website or the placing of any order through this website from outside the United Kingdom complies with any applicable non-UK laws. Accordingly any products or promotions not permitted under law outside of the United Kingdom are not extended or offered to you.

23. Indemnification

You agree to indemnify and hold us harmless for any loss damage or costs, including legal fees, resulting from any third party claim, action or demand resulting from your use of the Website. You further agree to indemnify us for any loss, damage or legal fees or any other costs resulting from your use of software tools or any data gathering or extraction tools that impose an unreasonable burden on our Website.

24. Customer Service and Complaints

If you wish to complain about any matter in respect of the goods please contact our Customer Service team on 0845 564 1398 or email sales@lilouetloic.com. Emails are responded to 24 hours a day Monday – Friday. Our offices are open from 9am until 5pm. Should you urgently need to speak with someone outside these hours, please send an email and we will make sure that one of our team calls you back outside of these hours.

25. General Matters

These terms and conditions include our Privacy Policy and constitute the complete and exclusive agreement between you and Lilou et Loïc concerning your use of the Website. These terms and conditions are in effect from 1st November 2011 and supersede and govern all prior proposals, agreements, or other communication. These terms may be altered from time to time, and notification of such will be posted on our website in advance.

We reserve the right to alter these terms and conditions from time to time and notification of such will be posted on the Website in advance. Any changes are effective immediately upon such notice. Therefore your continued use of the Website constitutes your agreement to these changes. Our failure to require your performance of any provision hereof shall not affect our full right to require such performance at any time thereafter, nor shall our waiver of a breach of any provision hereof be taken or held to be a waiver of the provision itself.

We may with or without notice, terminate any of the rights granted by these terms and conditions and you shall comply immediately with any termination or change.

Nothing contained in these Terms and Conditions shall be construed as creating any agency, partnership, or other form of joint venture or enterprise between us. No failure to exercise and no delay on the part of either party in exercising any right, remedy, power or privilege of that party under these Terms and Conditions and no course of dealing between the parties shall be construed or operate as a waiver thereof, nor shall any single or partial exercise of any right, remedy, power or privilege preclude any other or further exercise thereof or the exercise of any other right, remedy, power or privilege.

The rights and remedies provided by these Terms and Conditions are cumulative and are not exclusive of any rights or remedies provided by law.

In the event that any provision of these Terms and Conditions shall be unenforceable or invalid under any applicable law or be so held by any applicable court decision, such unenforceability or invalidity shall not render these Terms and Conditions unenforceable or invalid as a whole.

Lilou et Loïc will amend or replace such provision with one that is valid and enforceable and which to the best extent possible, reflects the operational intention of the original provision.

If you have any questions regarding these Terms and Conditions, please email us at sales@lilouetloic.com.