GENERAL TERMS AND CONDITIONS OF SALE
Preamble and purpose
The following terms and conditions are intended to set out the legal framework governing the relationship between:
- Lulli sur la toile, the company that publishes the website lullisurlatoile.com, registered with the Marseille Trade and Companies Register (RCS) under SIRET number 519233282, with its registered office at 2408 Route du Vaisseau, 13420 GEMENOS. A limited liability company (S.A.R.L.) with a share capital of €5,000, with the intra-Community VAT number FR 41 519 233 282
- and anyone visiting or making a purchase on the website www.lullisurlatoile.com.
Their purpose is to set out the mutual rights and obligations of both parties at the various stages of ordering one or more items.
Anyone registering on the website must agree to these terms and conditions of sale and thereby accept them without reservation.
No purchase may be made on the website without first accepting these terms and conditions.
Users may view the terms and conditions of sale at any time by clicking on the ‘Terms and Conditions of Sale’ section at the bottom of the screen.
Changes to the terms and conditions of sale
These general terms and conditions of sale are those applicable as at 19 February 2021.
Lulli sur la toile reserves the right to amend or adapt them at any time without prior notice.
Consequently, the applicable terms and conditions of sale will be those in force on the day the order is placed.
Users of the website are therefore advised to read them before making any purchase, as placing an order constitutes unconditional acceptance of the General Terms and Conditions of Sale.
Partial invalidity
These terms and conditions set out the full extent of the parties’ obligations.
Should any provision be missing, it shall be deemed to be governed by the practices in force in the distance selling sector.
If any specific provision of these terms and conditions is deemed invalid or is declared as such by a final and binding decision of a competent court (due to a change in legislation, regulations or a court ruling), the remaining provisions shall remain in full force and effect.
Customer limits
The items displayed on the website are offered for sale only to private individuals, not to businesses.
All users of the website declare that they have the legal capacity to place an order on the website and to use a credit or debit card.
Article 1: Products and availability
The website lullisurlatoile.com sells clothing and fashion accessories.
The products on sale are photographed and described as faithfully and accurately as possible.
The products sold are those described and displayed on the website. Lulli sur la toile reserves the right to withdraw any item from sale at any time from the lullisurlatoile.com website and/or to replace or amend any information relating to the items featured on this website. Any product that is out of stock will be marked as such.
The illustrative photos used on our website are sourced either from our suppliers or from our own photo shoots; in the case of supplier photos, they may show certain products that we sell alongside other products that we do not sell.
Note
Some items sold on the website (particularly items from previous collections) have already been on sale in one of our Lulli shops. They are therefore sometimes labelled as such.
Article 2: Order
All orders are subject to payment.
Orders are accepted exclusively online, subject to acceptance of these terms and conditions of sale. To place an order on the website www.lullisurlatoile.com, you must be registered. When you register, you will be given a username and a password.
All orders are subject to prior acceptance by Lulli sur la toile and are only definitively confirmed once the customer has received an email confirming dispatch of the item(s).
Order data is stored on reliable and durable digital media. They are regarded as evidence of the contractual relationship between the parties in the same way as any document drawn up, received or kept in writing.
Article 3: Payment and security
All orders must be paid for by credit card or via PayPal.
On the website www.lullisurlatoile.com, payment for purchases is made at the time of ordering, either by credit card, or via PayPal, with the option for orders totalling between 200 and 3,000 euros to be paid in 3 or 4 instalments by credit card via our partner Cofidis.
For payment by credit card / PayPal
We will charge your credit card at the time of ordering.
PayPal payments are also processed at the time of ordering.
We accept cards bearing the ‘CB’ logo and/or the VISA or EuroCard brand. MasterCards accepted in France and online bank cards are also accepted.
Paying in three instalments by credit card via Cofidis is a three-month credit facility, the cost of which is 1.5 per cent of the total order amount. For example, if your order totals more than €100, you will be charged €4.50 for this payment facility. The amount of your direct debits is shown on the page relating to your application for this funding. The first instalment will be debited within 3 days of your purchase. The cost of financing is reflected in the first instalment. An email from Cofidis is sent each time a direct debit is taken.
Payment in four instalments by credit card via Cofidis is a four-month credit facility costing 2.2 per cent of the total order amount. For example, if your order totals more than €100, the cost of this financing, which you will be responsible for, will be €6.60. The amount of your direct debits is shown on the page relating to your application for this funding. The cost of the finance is applied to the first direct debit. The first instalment will be debited within 3 days of your purchase. Cofidis will send an email each time a direct debit is taken.
For credit card payments, the lullisurlatoile.com website guarantees completely secure payments thanks to the Payline system: the gold standard for secure online payments. This system is used, in particular, by France’s largest e-commerce sites and by the majority of banks.
In fact, every stage of the payment process between the buyer and Payline is fully encrypted and secure. Your credit card details are encrypted on your computer and are sent in encrypted form directly to the bank, which decrypts them and processes the payment authorisations.
These payment options are available only to holders of a valid credit card issued in France, with an expiry date more than 3 or 4 months away, respectively.
For further information, please visit the page: ‘Payment in 3 or 4 instalments’. ”
Your bank details
The protocol used is SSL, combined with online banking. This means that order details and credit card numbers are not transmitted in plain text over the internet. The credit card number is not printed on any paper, invoice, receipt or other printout.
The shopkeeper does not have access to the card numbers. Card numbers are never stored once the payment transaction has been sent to the merchant’s bank. Consequently, no one has access – either electronically or in printed form – to buyers’ credit card details. For further information, visit the Payline website: http://www.payline.com/index.php/fr/.
Credit Card Anti-Fraud System
To protect itself against online fraud, Lulli sur la toile has put the following measures in place:
- Recording of your IP address, along with the exact dates and times of the transaction. This unique and formal identification constitutes a binding contractual commitment on your part. Of course, if you have no intention of committing any malpractice, this information will remain confidential.
- Any attempt at fraud, regardless of the amount involved or its origin, will be subject to criminal prosecution (a complaint will be lodged with the Public Prosecutor at the Court of Marseille). All the data collected about you will then be forwarded to the Public Prosecutor’s Office for investigation. A summary of the provisions of Article 313-1 of the Criminal Code: “Fraud is the act, either by using a false name or false title, or by misrepresenting a genuine title, or by the use of fraudulent manoeuvres, to deceive a natural or legal person and thereby induce them, to their own detriment or to the detriment of a third party, to hand over funds, securities or any property, to provide a service or to consent to an act creating an obligation or discharging one.” Fraud is punishable by five years’ imprisonment and a fine of 375,000 euros.”
Before confirming an order paid by credit card, and in order to prevent any attempts at fraud, Lulli sur la toile reserves the right to ask the customer for a photocopy of their identity card, as well as the three-digit security code on the back of their credit card.
3D Secure scheme
To enhance transaction security, Lulli sur la toile has implemented the 3D Secure programme.
This is a programme set up by the international card schemes Visa (Verified by Visa) and Mastercard (Mastercard Secure Code) to enhance the security of online payments. It involves introducing an additional security check during an online purchase: in addition to their bank details, the buyer is asked to enter a piece of personal information that enables their bank to identify them and authorise the transaction.
Authentication methods vary from bank to bank.
Since late 2010, at the instigation of the Banque de France, all French banks have equipped their cardholders with a strong authentication method. If a cardholder does not have an authentication code, they should contact their bank.
Article 4: Price
4.1 Prices on the website
The prices shown on the website are in euros, inclusive of all French taxes (French VAT and other applicable taxes on the date of the order), excluding processing and delivery charges. Delivery charges are shown before the order is confirmed.
Orders placed from England, Switzerland and the French overseas departments and territories will be exempt from French VAT (20 per cent). The calculation is carried out automatically during the ordering process as soon as the billing and delivery addresses are entered.
For European Union countries where the VAT rate differs from the French VAT rate (20%), the VAT rate applicable in the country of delivery will be applied in the shopping basket.
All orders, regardless of their origin, are payable in euros. The website lullisurlatoile.com reserves the right to change its prices, but products will be invoiced at the rates in force at the time the order is placed.
In the event of an obvious error in the price displayed, Lulli sur la toile reserves the right to cancel the order and refund the buyer.
4.2 Promotional codes
Promotional codes cannot be used in combination with one another.
Each promotional code can only be used once and cannot be reused.
If an item is returned or exchanged, the promotional code used when placing the order cannot be reactivated or replaced.
Promotional codes do not apply to items that are already on sale, discounted or covered by another current promotional offer.
To find out more about the terms and conditions of Lulli’s current online promotional offers, visit here.
Article 5: Delivery
Once the order has been received, the parcel will be handed over to the chosen carrier within 1 to 3 working days.
5.1 How are items delivered?
Parcels are delivered by La Poste via ‘Colissimo suivi’ or ‘Chronopost’, upon signature by the recipient or any person specifically authorised to receive the parcel. This digital signature and its reproduction serve as proof of delivery of the parcel.
It gives you complete freedom to choose where you’d like your order delivered:
- To the address of your choice (home, office, etc.).
- At any post office of your choice from the 10,000 available.
- At one of the many retailers in La Poste’s partner network.
You will be offered a range of delivery options when you proceed to checkout.
For Colissimo parcels
For parcels delivered to the address of your choice, if the recipient is not at the specified address, a delivery notice stating that the parcel is being held at the post office will be left in the recipient’s letterbox. This notice provides the contact details of the post office where the recipient can collect the item. Any parcel held in this way is handed over to the recipient or to their authorised representative, who must be duly authorised for this purpose, upon presentation of proof of identity and against signature. The period during which the parcel is held is 15 consecutive days from the day after the notice of retention is issued.
In the event of errors or inaccuracies in the details provided for the purchaser’s address or business delivery address, Lulli sur la toile cannot be held liable for any failure to deliver the order.
If the product is delivered to a retailer, it cannot be returned directly to them. The return must be carried out in accordance with the provisions set out in Article 6.
For Chronopost
If the recipient is not at home, Chronopost will call the customer to arrange a new delivery attempt or an appointment. In the event of repeated non-attendance, the parcel will be held at your local post office or at a Chronopost collection point. Please note that from now on, our Chronopost parcels will be delivered on Saturdays, for mainland France only.
To ensure that the delivery goes smoothly, it is the buyer’s responsibility to provide their delivery address accurately when placing their order. They can change it by contacting customer services, or add a new one in the ‘My Account’ section, or by contacting customer services regarding the current order.
In the event of errors or inaccuracies in the details provided by the purchaser or in the delivery address for business premises , Lulli sur la toile cannot be held liable for any failure to deliver the order.
Deliveries to a business: Lulli’s online liability ceases as soon as the company’s or its representative’s stamp or signature has been affixed to the carrier’s delivery note.
For DHL deliveries
If the recipient is not at home, a delivery notice will be left and a further delivery attempt will be made the following day. You can change the date of this second delivery using your tracking code until 10.30 pm. If you are not at home when the second delivery attempt is made, the parcel will be held for 5 days at a DHL collection point. Please note that DHL does not deliver on Saturdays.
To ensure that the delivery goes smoothly, it is the customer’s responsibility to provide all the necessary details accurately to enable their order to be routed correctly and delivered without any issues (e.g. access code, access instructions). Customers can amend their details or add new ones in the ‘My Account’ section, or by contacting customer services regarding their current order.
In the event of errors or inaccuracies in the details provided by the purchaser or in the delivery address for business premises , Lulli sur la toile cannot be held liable for any failure to deliver the order.
Deliveries to a business: Lulli’s online liability ceases as soon as the company’s or its representative’s stamp or signature has been affixed to the carrier’s delivery note.
Click and Collect
This delivery option allows you to collect your parcel from the shop. You will be notified by text message and/or a phone call from the shop you have chosen once your parcel is ready for collection. You will be asked to show proof of identity when collecting your parcel. Please note that you cannot try this item in-store.
If you wish to return an item, the procedure is the same as for a standard return. You must print out your returns slip via the website (click here). PLEASE NOTE: only SEALED parcels with the return label inside will be accepted.
Click-and-collect is not available at all shops.
5.2 What are the delivery times?
5.2.1 For France
La Poste undertakes to do everything in its power to ensure the delivery of items or the first delivery notice for items entrusted to it.
In any event, delivery times must not exceed one month.
Some products (particularly jewellery) are made to order by the supplier and are marked as such in the product description. An estimated delivery time will be sent to you by email once your order has been confirmed.
Once the parcel has been dispatched, the buyer will receive an email confirming that their parcel has been sent, including a tracking number which will allow them to track it online at www.chronopost.fr for Chronopost parcels, www.laposte.fr for Colissimo parcels, or www.dhl.fr for DHL deliveries.
Incidents (such as road blockages, etc.) or delays at processing centres may cause delays; the buyer may report these to us by sending a message via the ‘Contact Us’ section, quoting their Colissimo, Chronopost or DHL tracking number.
You can find details of delivery times for France and Corsica in the table below under the heading ‘delivery costs’.
Paris 2024 Games: During the Olympic Games, from 18 July to 11 August 2024, and in accordance with decisions taken by the authorities, traffic restrictions will apply in the 1st, 4th, 5th, 6th, 7th, 8th, 15th and 16th arrondissements of Paris, as well as those of Saint-Denis (93200), La Plaine-Saint-Denis (93210), Île-de-Saint-Denis (93450) and Le Bourget (93350). In these circumstances, we are waiving the delivery time commitments, and compensation for failure to meet service quality standards will no longer be payable to you in respect of all parcels and deliveries to the aforementioned postcodes.
5.2.2 For other countries
Delivery times range from 1 to 10 working days, depending on the delivery method chosen and the destination. (See the table below under ‘Shipping costs’.)
5.3 Delivery costs
5.3.1 For France
Delivery is free in mainland France on orders of €150 or more. Free delivery applies only to Colissimo deliveries. You are responsible for the cost of Chronopost and DHL deliveries.
In any case, delivery charges will not be refunded in the event of a return.
Delivery charges are calculated automatically and are shown before each order is confirmed. For orders below this purchase amount, delivery charges are shown in the table below, depending on delivery times and our various service providers.
FRANCE AND CORSICA
|
DESTINATION
|
CONVEYOR
|
DEADLINES
|
PRICE
|
| FRANCE |
Colissimo Home Delivery
|
48 hours
|
€7.90
|
|
Colissimo Relay
|
48 hours
|
€5.50
|
|
|
Post Office
|
48 hours
|
€5.50
|
|
|
Home Timer
|
24 hours
|
€9.90
|
|
|
Relay Timer
|
24 hours
|
€8.50
|
|
|
DHL Paris
|
24/48 hours
|
€15.00
|
|
|
DHL Outside Paris
|
48/72 hours
|
€15.00
|
|
| CORSICA |
Colissimo Home Delivery
|
€7.90
|
|
|
Colissimo Relay
|
72 hours
|
€5.90
|
|
|
Relay Timer
|
72 hours
|
€13.90
|
|
|
Home Timer
|
24/48 hours |
€19.00
|
5.3.2 For other countries
Delivery costs are set out in the tables above, depending on the destination and the chosen delivery method.
Depending on the country of delivery and the chosen carrier, your order may be subject to customs charges.
EUROPE
|
DESTINATION
|
CONVEYOR
|
DEADLINES
|
PRICE
|
| GERMANY / BELGIUM LUXEMBOURG / THE NETHERLANDS |
Colissimo Home Delivery
|
3–4 days
|
€9.95
|
|
Colissimo Relay
|
3–4 days
|
€9.95
|
|
|
Post office
|
3–4 days
|
€9.95
|
|
|
Home Timer
|
48/72 hours |
€9.95
|
|
|
DHL
|
24/72h
|
€14.95
|
|
|
DHL eco
|
48/96h
|
€12.95
|
|
| SPAIN / GREAT BRITAIN ITALY / PORTUGAL AUSTRIA / DENMARK IRELAND |
Colissimo Home Delivery
|
3–6 days
|
€11.95
|
|
Home Timer
|
48/72 hours |
€11.95
|
|
|
DHL
|
24/72h
|
€15.95
|
|
|
DHL eco
|
48/96h
|
€12.95
|
|
| SWITZERLAND |
Colissimo Home Delivery
|
36/72h
|
€14.90
|
|
DHL eco
|
48/96h
|
€22.95
|
|
| LITHUANIA / NORWAY / POLAND CZECH REPUBLIC / ROMANIA / SLOVAKIA SLOVENIA / BULGARIA / CROATIA ESTONIA / HUNGARY / LATVIA |
Colissimo Home Delivery
|
X
|
€14.95
|
|
DHL
|
24/72h
|
€22.95
|
|
|
DHL eco
|
48/96h
|
€22.95
|
|
| FINLAND / GREECE SWEDEN |
Colissimo Home Delivery
|
X
|
€14.95
|
|
Home Timer
|
48/72 hours |
€11.95
|
|
|
DHL
|
24/72h
|
€15.95
|
|
|
DHL eco
|
48/96h
|
€14.95
|
|
| CYPRUS / MALTA |
DHL
|
24/72h
|
€20.95
|
| ICELAND |
Colissimo Home Delivery
|
X
|
€14.95
|
Overseas Territories
|
DESTINATION
|
CONVEYOR
|
DEADLINES
|
PRICE
|
| GUADELOUPE / LA REUNION MARTINIQUE / MAYOTTE ST PIERRE AND MIQUELON |
Colissimo Home Delivery
|
4–7 days
|
€15.95
|
|
DHL
|
72/96h
|
€26.95
|
|
| ST BARTH / ST MARTIN |
Colissimo Home Delivery
|
4–7 days
|
€15.95
|
|
DHL
|
72/96h
|
€44.95
|
|
| GUYANNE NEW CALEDONIA FRENCH POLYNESIA |
Colissimo Home Delivery
|
4–7 days
|
€35.95
|
|
DHL
|
72/96h
|
€44.95
|
5.4 Delivery issues
We strongly recommend that, if the original packaging is damaged, torn or open upon delivery, you check the condition of the items in the presence of the delivery driver and immediately note any reservations on the delivery note, or even refuse the parcel.
We strongly recommend that you always check the contents of the parcel in the presence of the courier, to check the condition of the items, even if your parcel shows no signs of damage. If they have been damaged or stolen, you must refuse the parcel and make a note of this on the delivery note (parcel refused as it was open or damaged).
To raise a dispute, the buyer must inform us of any problem they have encountered by sending us a message via the ‘Contact us’ section within 48 hours at the latest. They must provide a detailed account of the problem identified (for example: damaged parcel, already opened, etc.). The buyer will be required to provide photographs of the damage by email.
If the parcel is not delivered by La Poste, the buyer must notify Lulli online via the ‘Contact Us’ section. We will then launch an investigation involving the relevant departments. You will be sent an email informing you that an investigation has been launched. La Poste’s response times for final decisions range from 4 to 6 weeks. If the parcel is found, it will be sent to the customer in the usual way. If the parcel is reported as lost and there is no stock available to send a replacement, the order will be refunded as soon as possible.
In the event that a parcel is signed for by the customer or an authorised representative, if a parcel is signed for by the customer or an authorised representative, this constitutes confirmation of successful delivery and Lulli sur la toile is no longer liable for any failure to deliver. If you arrange for a representative to collect your parcel, they become responsible for collecting it.
If the carrier has recorded your parcel as delivered but you dispute this delivery, we may, where appropriate, be able to resolve the matter to your satisfaction; in such cases, we will need to ask you to provide a formal, handwritten dispute and a copy of your identity card or passport. If necessary, it may also be necessary to lodge a complaint.
Article 6: Product returns
Returns are free of charge (for mainland France only), limited to one return per order.
Furthermore, we strongly advise against returning items via a postbox, as this method is not secure and you will have no proof of posting to provide in the event of a dispute.
How to return a product:
Returns must be made within 14 days of receiving your parcel. Any returns may be refunded via your chosen payment method.
1. Go to your personal account, then to the ‘My returns’ section and click on ‘New product return request’;
2. Tick the products and quantities you wish to return,
4. Print out your returns slip (consisting of a form and a packing list) and the prepaid label;
5. Prepare your parcel by repackaging the items in their original packaging, slip the returns form inside, and attach the returns label to the parcel.
6. Finally, drop off your parcel at the post office or at a collection point, depending on the option you have chosen. You can also drop off your SEALED parcel, with the return label inside, at a Lulli shop. PLEASE NOTE: Products that are not in their original packaging and do not have a return label will not be accepted by the shop.
Once we have received your returned parcel at our premises, the maximum time taken to process your refund will be 14 days.
Our returns policy
All products sold on the website are covered by the ‘money-back guarantee’, except for goods made to the customer’s specifications or clearly personalised (engravings and jewellery resizing). This clause does not apply to items returned because they are faulty.
If you have made a purchase using a promotional code, this code cannot be reused in the event of a return, even if you wish to purchase the same product again.
Underwear and swimwear are regarded as ‘sensitive goods’ within the meaning of Article L 121-20-8 of the Consumer Code and, for reasons of hygiene and health protection, cannot be returned or refunded.
For information on gift cards, please refer to Article 19.
In accordance with the provisions of Articles L121 et seq. of the Consumer Code, every user of the website has a 14-day withdrawal period from the date of receipt of their parcel to return one or more items, at their own expense and risk, without having to give a reason. If the deadline falls on a Saturday, Sunday or public holiday, it is extended until midnight on the next working day.
If payment was made using a credit note, the return will result in the credit note being credited back to your account.
Products returned after the withdrawal period has expired are subject to a request for exceptional authorisation from us; if accepted, they will be credited solely in the form of a non-refundable store credit.
Returns that do not comply with our policy will not be accepted and will be returned to you.
If an item is missing from your order, please let us know as soon as possible (within 24 hours of receiving the order). You will be asked to provide photos of your parcel and the original packaging in order to process a potential refund.
Late returns
Your purchase must be returned within 14 days of receiving your order. In that case, you can contact customer services, and a fee equivalent to 10 per cent of the order total may be deducted.
Refunds for payments in 3 or 4 instalments
Once we have accepted the return, we will submit a refund request to our financial partner for the amount of the returned item.
If your order contains just one item, you will be refunded the first monthly instalment and any subsequent direct debits will be cancelled.
If your order contains several items, your monthly instalments will be recalculated based on the outstanding balance.
Clothing
Try on your items with the utmost care. Items must be returned in new condition, unused and unwashed; they must also have their labels intact and still attached.
Bags
Handle light-coloured bags with care if you are not yet sure whether you want to keep the item. Please note that dark clothing may rub off onto light-coloured bags, and that dark bags may cause light-coloured clothing to fade.
Shoes
When trying on your shoes, please take care not to damage the soles or the box. Please remember to return the protective case and the original box – these are considered an integral part of the item. Place the shoebox inside another box to prevent it from being damaged during transport. If the shoe box is damaged, we reserve the right to deduct 10 per cent of the item’s price from the refund.
Cosmetics
Products must be returned in their original packaging, in perfect condition, unused and accompanied by all accessories and the instruction leaflet.
Books
Book returns will only be accepted if the books are returned in their original, unopened blister packs.
Colours
We do our very best to display the colours of the items available on Lulli as accurately as possible online. However, the screen resolution of computers, tablets and smartphones varies from one device to another.
In all cases, we ask that all returns be packed in their original packaging (the brand’s bag and/or box, plus Lulli’s bag and/or box). If a Lulli package is missing, we reserve the right to charge you €2.
Article 7: Right of withdrawal
Article L 221-18. The consumer has a period of fourteen days in which to exercise their right of withdrawal from a contract concluded at a distance, following a telephone or off-premises solicitation, without having to give any reason for their decision or bear any costs other than those provided for in Articles L. 221-23 to L. 221-25.
The time limit referred to in the first paragraph runs from the day:
1. From the date of conclusion of the contract, in the case of contracts for the provision of services and those referred to in Article L. 221-4;
(2) Upon receipt of the goods by the consumer or by a third party, other than the carrier, designated by the consumer, in the case of contracts for the sale of goods. For contracts concluded off-premises, the consumer may exercise their right of withdrawal from the moment the contract is concluded.
In the case of an order comprising several items delivered separately, or in the case of an order for an item consisting of multiple batches or parts delivered in stages over a specified period, the time limit shall run from the date of receipt of the last item, batch or part.
For contracts providing for the regular delivery of goods over a specified period, the time limit begins to run from the date of receipt of the first item.
Article L. 221-19. In accordance with Council Regulation No 1182/71/EEC of 3 June 1971 determining the rules applicable to periods, dates and time limits:
(1) The day on which the contract is concluded or the day on which the goods are received is not included in the time limit referred to in Article L. 221-18
(2) The time limit begins at the start of the first hour of the first day and ends at the end of the last hour of the last day of the time limit.
(3) If this time limit expires on a Saturday, Sunday or a public holiday or non-working day, it shall be extended until the next working day.
Article L. 221-20. Where information relating to the right of withdrawal has not been provided to the consumer in accordance with the conditions set out in Article L. 221-5(2), the withdrawal period shall be extended by twelve months from the expiry of the initial withdrawal period, determined in accordance with Article L. 221-18.
However, where this information is provided during this extension, the withdrawal period expires at the end of a period of fourteen days from the day on which the consumer received this information.
Article L. 221-21. The consumer exercises their right of withdrawal by informing the trader of their decision to withdraw by sending, before the expiry of the period provided for in Article L. 221-18, the withdrawal form referred to in paragraph 2 of Article L. 221-5 or any other unambiguous statement expressing their intention to withdraw.
The trader may also enable the consumer to complete and submit the form or declaration referred to in the first paragraph online via their website. In such cases, the trader shall, without delay, provide the consumer with an acknowledgement of receipt of the withdrawal on a durable medium.
Article L. 221-23. The consumer shall return or hand over the goods to the trader or to a person designated by the trader, without undue delay and, at the latest, within fourteen days of notifying their decision to withdraw in accordance with Article L. 221-21, unless the trader offers to collect the goods themselves.
The consumer is only liable for the direct costs of returning the goods, unless the trader agrees to bear those costs or has failed to inform the consumer that the consumer is liable for them. However, in the case of contracts concluded off-premises, where the goods are delivered to the consumer’s home at the time the contract is concluded, the trader shall collect the goods at their own expense if they cannot be returned by post in the normal way due to their nature.
The consumer shall only be held liable in the event of any deterioration in the goods resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of the goods, provided that the trader has informed the consumer of their right of withdrawal in accordance with Article L. 221-5(2).
Article L. 221-24. Where the right of withdrawal is exercised, the trader shall refund the consumer the full amount paid, including delivery costs, without undue delay and no later than fourteen days from the date on which the trader is informed of the consumer’s decision to withdraw.
In the case of contracts for the sale of goods, unless the trader offers to collect the goods themselves, they may defer the refund until the goods have been recovered or until the consumer has provided proof that the goods have been dispatched, whichever occurs first.
The trader shall make this refund using the same method of payment as that used by the consumer for the initial transaction, unless the consumer has expressly agreed to the use of a different method of payment and provided that the refund does not incur any costs for the consumer.
The trader is not obliged to reimburse any additional costs if the consumer has expressly chosen a delivery method that is more expensive than the standard delivery method offered by the trader.
A return request can be made:
- Either by logging in to the Lulli website and going to the “Manage my orders” section under “My Account”: simply tick the product and quantities you wish to return, enter the reason for the return, and confirm by clicking on “Confirm your return request”. A link will be provided for the customer to download the prepaid label.
- Either by contacting customer services via the contact form, by email or by telephone; customer services will advise the customer on the procedure to follow. In particular, the customer may use the withdrawal form provided below
Withdrawal form template (Please complete and return the form, along with your order number, only if you wish to withdraw from the contract.
We recommend that you also include your order number) For the attention of Lulli sur la toile – 2408 Route du Vaisseau, 13420 Gémenos
I hereby give notice of my withdrawal from the contract for the sale of the property listed below:
Ordered on [……………………………….] (*) Received on [………………………….……….] (*)
Order number: […………………………………..……………………]
Name of consumer(s): [………………………………………………………………]
Address of the consumer(s): […………………………………………………………………… ……………………………………………………………………………………………………………………………]
Signature of the consumer(s) (only if this form is submitted in paper format) Date: [……………………………………]
Article 8: Intellectual property
All texts, comments, works, illustrations and images reproduced on the websites published by Lulli on the internet are protected by copyright and intellectual property rights worldwide. As such, and in accordance with the provisions of the Intellectual Property Code, use is authorised solely for private purposes, subject to any different or even more restrictive provisions of the Intellectual Property Code. Any other use constitutes an infringement of intellectual property rights and is punishable under intellectual property law, unless prior authorisation has been obtained from Lulli sur la toile. Any reproduction, in whole or in part, of the websites published by Lulli on the internet is strictly prohibited.
Article 9: Personal data
All information provided during your visits to www.lullisurlatoile.com is strictly confidential.
The files are registered with the Commission Nationale de l'Informatique et des Libertés (CNIL).
Lulli sur la toile undertakes not to disclose to third parties any personal information you provide to us. These are confidential. They will be used by its internal departments solely for the purpose of processing your order and to enhance and personalise communications and product offers reserved for Lulli customers, in particular via the lullisurlatoile.com newsletter. This article shall not prevent the sale or transfer of business activities to a third party.
Consequently, in accordance with the Data Protection Act of 6 January 1978, you have the right to access, rectify and object to the processing of your personal data.
For further information, please see our privacy policy.
To do this, simply submit a request online, providing your surname, first name, address and, if possible, your customer reference number, either by email or by filling in our contact form.
You can also manage your subscription to the www.lullisurlatoile.com newsletter at any time via your customer account, or by clicking the unsubscribe link at the bottom of every email you receive.
Article 10: Liability
Lulli cannot be held liable for any inconvenience or damage arising from the use of the Internet (service disruption, unauthorised access, computer viruses, etc.).
Article 11: Warranties, complaints and mediation
Guarantees
All our products come with:
- the statutory guarantee of conformity
- the statutory warranty against hidden defects.
To be eligible for the product warranty, you must keep the purchase receipt for the product.
The contractual guarantees do not cover:
- abnormal or improper use of the products. In this regard, we would ask you to read the care instructions carefully,
- faults and their consequences arising from use of the product in a manner not in accordance with its intended purpose,
- defects and their consequences arising from any external cause.
In any event, Lulli sur la toile cannot be held liable should the manufacturer refuse to honour its warranty for the reasons set out above.
For commercial guarantees relating to shoes and bags, please refer to the article "Our guarantees". For jewellery, please visit "Our jewellery guarantees"
When invoking the statutory guarantee of conformity, the consumer:
- has a period of two years from the date of handover of the property in which to take legal action;
- may choose between having the goods repaired or replaced;
- is not required to provide evidence of the existence of a lack of conformity in the goods during the six months [24 for new goods] following delivery of the goods.
The statutory guarantee of conformity applies irrespective of any commercial guarantee that the seller may have granted to the consumer.
The consumer may decide to invoke the warranty against hidden defects in the goods sold, as provided for in Article 1641 of the Civil Code, and in such a case, they may choose either to rescind the sale or to have the sale price reduced in accordance with Article 1644 of the Civil Code.
Complaints / Mediation
Any complaint must first be made by email via the ‘Contact Us’ section of the website or by telephone to Customer Services.
Contact details: serviceclient@lullisurlatoile.com or on 04 91 44 61 67
Where applicable, a refund will be issued within 14 days of Lulli sur le Toile receiving the item, depending on the payment method chosen at the time of ordering: either to the credit card used for payment or to the customer’s PayPal account. These provisions do not preclude the right of withdrawal referred to above.
It should be noted that Lulli sur la toile adheres to the Code of Ethics of the ANM (National Association of Mediators) and to that organisation’s mediation scheme.
Customers can therefore contact the ANM (National Association of Mediators) mediation service by clicking on this link: https://www.anm-mediation.com/page-contact.php
You can also contact the ANM at 01 46 81 20 95 or by post at 2 RUE DE COLMAR, 94300 VINCENNES
Furthermore, in accordance with Article L.616-2 of the Consumer Code, Lulli sur la toile informs customers of the existence of the platform launched by the European Commission, the purpose of which is to collect any complaints arising from online purchases made by European consumers and subsequently to forward the cases received to the relevant national ombudsmen. The link is as follows: http://ec.europa.eu/consumers/odr/
Article 12: Disputes
Any dispute may be referred to our customer services department and, if an amicable settlement cannot be reached, the rules on jurisdiction will apply. However, the website Lullisurlatoile.com reserves the right to bring legal proceedings against the customer in the court within whose jurisdiction the customer’s place of residence or registered office is situated.
Article 13: Non-waiver
It is agreed between Lulli sur la toile and the users of the website that any failure or waiver by either party in the performance of all or part of the obligations set out in these general terms and conditions of sale shall not constitute an amendment to this agreement, nor shall it give rise to any right whatsoever, nor shall it be interpreted in future as a waiver of the obligation in question.
Article 14: Force majeure
The Company’s performance of all or part of its obligations shall be suspended in the event of an unforeseeable circumstance or force majeure that would hinder or delay such performance. The various cases recognised by case law are regarded as such. In such an unforeseen circumstance, Lulli sur la toile will notify its customers by email within 7 days.
Article 15: Applicable law and competent court
These general terms and conditions of sale are governed by French law.
Article 16: Customs duties
Any order placed on lullisurlatoile.com and delivered outside mainland France may be subject to any applicable taxes and customs duties that may be levied when the parcel reaches its destination.
Any customs duties and taxes that may be payable in connection with the delivery of an item are at your expense and are your sole responsibility.
We are unable to verify the applicable customs duties and taxes.
To find out more, we advise you to contact the relevant authorities in your country.
Article 17: Customer Service
If you require any further information or have any questions, our customer service team is here to help:
- via the "Contact us" section By clicking here.
- by telephone: (+33) 4 91 44 61 67
- by email to serviceclient@lullisurlatoile.com
Article 18: Legal notices
The website www.lullisurlatoile.com is published by Lulli sur la toile, a company registered with the Marseille Trade and Companies Register under SIRET number 519233282.
The head office is located at 2408 Route du Vaisseau, 13420 GEMENOS, FRANCE. A limited liability company (S.A.R.L.) with a share capital of €5,000, whose intra-Community VAT number is FR 41 519 233 282.
Editor-in-chief: Anne Vouland
Web hosting provider
NBS System
140 Boulevard Haussmann
75 008 Paris
Telephone: 01 58 56 60 80
Article 19: Gift Vouchers
How do I use a Lulli gift card?
You can use your Lulli gift card in one or more transactions, up to the value shown on the card, either in-store, on lullisurlatoile.com or via the Lulli mobile app. Online, at the time of payment: Select the “Gift Card” payment method. Enter your gift card number and its PIN. If the value of your gift card is less than the total amount of your order, you can top up the payment using another payment method. Gift cards cannot be used to purchase other gift cards. When shopping online, it is not possible to use more than one gift card for the same order. If necessary, our customer service team can combine several cards into one. Please feel free to get in touch with them.
How do I check the balance on my gift card?
You can check the balance and expiry date of your gift card at any time: in-store, by presenting your card; or directly online on the Lulli website, via this dedicated link: lullisurlatoile-sandbox.buybox.net/ecard/balance/consult.
How long is my Lulli gift card valid for?
Lulli e-gift cards are valid for one year from the date they are received by email. Physical gift cards, purchased in-store, are valid for one year from the date of purchase.
Are gift cards eligible for special offers?
Gift cards are not eligible for promotional codes or discounts. You cannot, therefore, purchase a gift card using a promotional code. However, you are perfectly free to pay for a product on sale or at a discounted price using your gift card.
Can I get a refund for a gift card?
In-store: gift cards are non-refundable. Online: you have 14 days from the date of your order confirmation to exercise your right of withdrawal, provided that the gift card has not been used, even in part. Once this period has elapsed, or if the product has been used, no refund will be possible. Your refund will be paid via the payment method used when purchasing the gift card.
How does the returns or refund process work for an order paid for with a gift card?
In-store: if you return an item, the amount corresponding to your purchase will be credited to you in the form of a store credit or a gift card. The credit note can only be used in our shops. Online: if the order was paid for entirely using a gift card, the refund will be credited back to that same card; if you used several payment methods, the refund will first be credited to the supplementary payment method (e.g. bank card), and then to the gift card. Please make sure you keep your gift card or the email containing the details safe until you are certain you want to keep your purchase.
How can I invite my friends and family to contribute to an e-gift card?
When purchasing an e-gift card on lullisurlatoile.com: Select the ‘Send later’ option. Set the initial amount and a deadline for contributions. Once your payment has been processed, a contribution link will be generated and sent to you in the confirmation email. Share this link with your friends and family so that they can contribute, up to a maximum of €7,000 (the total value of the card). An e-gift card cannot exceed a total of €7,000. If you buy a card for this amount directly, the ‘invite your friends’ option will not be available.
I’ve entered the recipient’s email address incorrectly – what should I do?
Please contact our customer service team as soon as possible: we will immediately block the card that has been sent, correct the email address, and then resend the gift card to the correct recipient.
Can I use more than one gift card on a single order?
In-store: you can use several gift cards when paying. Online: it is not possible to use more than one gift card in a single payment. If you have several gift cards, you can contact our customer service team, who will be able to combine the balances into a single gift card that can be used both online and in-store.
What should I do if I lose my gift card?
If your Lulli Gift Card is lost or stolen, you must contact customer services immediately and follow our team’s instructions to block the Gift Card and, where possible, obtain a replacement for the remaining balance on the Lulli Gift Card. You will be asked to provide the serial number and code for the relevant Lulli Gift Card. The serial number and code are provided at the time of purchase and are also printed on the back of the physical Lulli Gift Card or displayed on the digital Lulli Gift Card. We recommend that you keep and store a copy of the serial number and code for your Lulli Gift Card in a safe place. Please note that Lulli will issue a replacement card only upon written request from the Purchaser (and not from the User); in this regard, the Purchaser is advised to provide their personal details to the Lulli Shop at the time of purchasing a Lulli Gift Card for identification purposes. Otherwise, the Purchaser will not be able to request a replacement for the lost or stolen Lulli Gift Card, as Lulli will not be able to identify the Purchaser. Lulli shall not be liable to you in the event of loss, theft, damage, tampering or unauthorised use by third parties of a Lulli Gift Card, except in the event of gross negligence or wilful misconduct on the part of Lulli.