CUSTOMER CARE

Conditions of sale

1. Definitions and general provisions

1.1. The offer and sale of products on the website (www.dolcegabbanawatches.com) (hereinafter referred to as the “Site“) is governed by these General Conditions of Sale (hereinafter referred to as “Terms and Conditions“). The products offered on the Site (hereinafter referred to as “Products” and individually a “Product“) are sold directly by Dolce & Gabbana Srl, an Italian company with registered office at No. 10 Via Goldoni 20129 Milano (MI) – Italy – Registered with the Register of Companies of Milan, Tax Code and VAT number. 09297890155, R.E.A. Milan 1286913 Share capital Euro 1,120,000 int. vers. (hereinafter referred to as “DG“).

1.2. The Products are offered for sale on the Site solely to “consumers” (hereinafter referred to as “Customers” and individually a “Customer“), defined as natural persons acting for purposes which are outside their trade, craft, business or profession , who have reached the age of majority.

1.3. DG invites all those who do not qualify as “consumers” to refrain from entering into business transactions on the Site. DG will not therefore accept orders from anyone other than “consumers” or any other orders that do not comply with the provisions in these General Conditions.

1.4. The purchase of the Products on the Site, and the subsequent delivery of the same will be permitted only in the event that the purchase order comes from and shipment request is due to a Customer residing permanently in one of the following countries: Italy, France, United Kingdom (UK), Germany, Belgium, Holland, Luxembourg, Spain, Ireland, Denmark, Sweden or Finland.

Purchase requests from and requests for direct shipment to countries not included among those mentioned above and/or Customers who are not living in one of the countries listed above shall not be accepted by DG and will be automatically rejected during processing of the order.

1.5. The purchase agreement, the relevant procedures, as well as all the related documents are available in Italian and English on the Site.

1.6. For any other legal information, the Customer can see the documents contained in the Site at the following link: Terms and Conditions of Use, Privacy Policy and Privacy Statement.

2. Information relating to products and related guarantees

2.1. Only products under the brand “Dolce & Gabbana” are offered for sale on the Site.

2.2. The details of the Products offered for sale on the Site are specified within each Product description that contains the code and the description of the Product, enlarged photographic images of the same, its unit price and the available colours.

2.3. DG constantly adopts measures to ensure that the photographic images of the products shown on the Site are faithful reproductions of original products, however, variations may occur as a result of the Internet browser and the technical characteristics and colour resolution of the monitor used by the customer. As a result, DG shall not be liable for any inadequacies of graphical representations of the Products displayed on the Site due to such technical imperfections.

b>2.4. The offer for sale of the Products on the Site is subject to availability of the same; DG reserves the right to vary the quantity, type, patterns or colours of the Products offered for sale on the Site at any time, without notice.

3. Procedure for the purchase of Products
3.1. To conclude the purchase of one or more products on the Site, after carefully examining the details of the product, the Customer must fill in the order form in electronic format and send it electronically to DG, following the instructions on the Site.

3.2. The order form contains a link to these Terms and Conditions, a summary of information on the characteristics of each product ordered and the relevant unit price (including all applicable fees and taxes), the methods of payment that the customer can use to purchase each Product and the mode of delivery of the Products purchased, the cost of shipping and delivery, the conditions for exercising the right of return and the procedures and deadlines for the return of the Products purchased in the event of exercising the right of return.

3.3. Before purchasing the Products, by sending the order form, the Customer must confirm knowledge and acceptance of these Terms and Conditions, and may print a copy using the print option or save or reproduce a copy for his/her own personal use.

3.4. Before submitting the order form, the Customer shall also be required to identify and correct any errors in entering personal data and data relating to each product purchased.

3.5. The contract between the DG and the Customer shall be considered concluded when DG receives the order form electronically, provided that the data contained in the order form are correct as well as comply with these Terms and Conditions and only in If the product ordered by the customer is actually available.

3.6. The order form will be stored in the DG database for the period of time required to process the order and as provided by law.

3.7. On conclusion of the contract, DG will process the purchase order made by the Customer within 30 (thirty) days from the day following that on which the Customer sent the order form to DG.

3.8. It is understood that DG reserves the right not to process purchase orders that are incomplete or incorrect, or where there are insufficient guarantees of solvency or that come from Customers with whom there is an on-going legal dispute regarding a prior order or if DG deems the Customer unsuitable for any legitimate reason, or in the event that the Customer has engaged in fraudulent activity of any kind.

If the Products displayed on the Site are no longer available after the Customer sends the order form, DG will take care to notify the Customer of the unavailability of the Products ordered promptly and in any case within 30 (thirty) days from the day following the transmission of the order form to DG.

If the Customer has already paid for the Products ordered, DG will reimburse, within a period of thirty (30) days from the day following the transmission of the order form to DG, the amounts already paid by the Customer in accordance with the provisions of art. 9.

3.9. By sending the order form, as well as by clicking in the acceptance box located on the Site, the Customer unconditionally accepts and agrees to comply with these Terms and Conditions in relations with DG. If the Customer does not agree with some of the terms in the Terms and Conditions, DG invites the Customer to refrain from submitting an order form to purchase Products on the Site.

3.10. By submitting the order form, the Customer also confirms having read and accepted the Terms and Conditions of Use, the Privacy Policy and the Privacy Statement.

3.11. In accordance with the provisions of art. 53 of the Consumer Code, at the time of conclusion of the contract, DG shall forward to the Customer, via email, a receipt of the purchase made, containing the information already contained in the order form (reference to the Terms and Conditions, the information concerning the essential characteristics of the products purchased, and an indication of the price – including all fees and taxes – the means of payment, information on delivery and on the conditions and procedures for exercising the right of return, the geographical address of DG at which to lodge complaints, information on support services and guarantees which exist).

3.12. In the event that the Customer wishes to cancel the order for Products purchased on the Site following the sending of the order form to DG, the Customer may contact the customer service (indicated in art. 7) within 24 (twenty-four hours) following the submission of the order form to DG. In this case, any amount already paid by the Customer shall be refunded in the manner notified by the customer service department.

4. Indication of Product prices

4.1. The prices of Products offered for sale on the Site are inclusive of VAT and all fees and applicable taxes. The costs and expenses of shipment of the Products shall be borne by DG, except as provided for in art. 8.4 and art. 8.5.

4.2. Prices of Products offered for sale on the Site are indicated in Euro (EUR).

4.3. The prices of Products may be subject to change. DG reserves the right to change the price of the Products offered for sale on the Site at any time and without notice. The Customer will be charged the price published on the Site at the time the order form is sent to DG by the Customer. The Customer is obliged, therefore, to ascertain the final sale price of the Product purchased before sending the relevant order form.

5. Payment methods

5.1. The Customer may pay for the Products purchased by credit card only. The credit cards accepted are: Visa, Mastercard,American Express, Diners, JBC.

5.2. The financial information (for example, the number of the credit card or expiry date) will be sent by encrypted protocol to Banca Sella or other banks which provide electronic payment services at a distance, without third parties in any way having access. Such information will never be used by DG except for performing the procedure of purchase of the Products and to issue refunds in the case of return of the Products in accordance with the provisions of these Terms and Conditions or upon the occurrence of the events set out in art. 3.8 or in case of the Customer exercising the right of return.

5.3. The purchase order of the Products shall only be processed, and, therefore, the Products ordered shall only be shipped to the Customer after verification of the Customer’s credit card and upon receiving authorisation from Banca Sella (or another bank that provides remote electronic payment services) to charge the Customer’s credit card.

5.4. The purchase price for the Products as specified in the order form, will be charged to the credit card of the Customer upon receipt of the order form by DG.

5.5. In the event that, for whatever reason, payment of the amounts owed by the Customer to purchase the Products is not practicable, the purchasing process will be automatically cancelled and deleted.

5.6. For every purchase made on the website, DG will issue an invoice relating to the Products shipped that will be included in the shipping package with the Products, pursuant to Presidential Decree 445/2000 and Legislative Decree no. 52/2004. The information provided by the Customer in the order form shall prevail in the invoice. No change in the invoice shall be possible after the issuance thereof.

6. Shipping and delivery of Products

6.1. For specific Product shipping and delivery methods, click on the link “Customer Service” and access the relevant section. The procedures and guidelines outlined in this section are an integral and essential part of these Terms and Conditions and, therefore, are deemed to be fully known and accepted by the Customer at the time of sending the order form.

6.2. The Products purchased on the Site will be shipped to the address indicated by the Customer on the order form by courier commissioned and paid for by DG. DG is not responsible for any delays in delivery of the Products and shall not be liable therefor.

6.3. Delivery of the Products requires the presence of the Customer or his/her representative at the address indicated on the order form.

6.4. DG will send an email confirming shipment of the Products ordered by the Customer to the address indicated on the order form. This email will contain a tracking number and a link allowing the shipment to be monitored in real time. To confirm delivery of the Products to the Customer, DG will send an email to the email address specified by the customer in the order form.

In any case, DG Customer Service will provide the Customer with the necessary support for any possible problem with the shipping and delivery of the Products.

6.5. Except in cases of force majeure or unforeseeable circumstances, in accordance with article 54 of the Consumer Code, the Products shall be delivered to the Customer within a maximum period of 30 (thirty) days from the day following the date of transmission of the order form to DG, unless DG communicates by email – within the same term or by the last date agreed for delivery – the definitive inability to deliver the Products ordered. Should the Customer receive such a communication, DG will refund any amounts already paid by the Customer for payment of the Products within 30 (thirty) days from the date of dispatch of the notice from DG to the Customer, in accordance with the provisions of art. 9.

6.6. In the event that, on receipt of a communication from DG indicating a delay in the date of delivery of the Products, the Customer wishes to cancel the order , the Customer shall give written notice to DG no later than 15 (fifteen) days from receipt of the communication of delay in delivery of the Products and any amount already paid by the customer shall be refunded by DG as soon as possible , but no later than 30 (thirty) days from the date of receipt by DG of the communication to cancel the order. The non-receipt by DG of the communication to cancel the order from the Customer within the deadline indicated above, will be deemed as tacit acceptance by the Customer of the extension of the terms of delivery of Products previously indicated in the order confirmation, resulting in the Customer expressly waiving his/her right to put forward exceptions/disputes as well as to cancel the order itself.

6.7. At the time of delivery of the Products by the courier appointed by DG, the Customer is required to check that the Products received match the items ordered. Any anomalies found at delivery (for example, tampering or damage to the packaging, missing items compared to the packing slip, etc. ..) must be indicated by the Customer, subject to revocation, directly on the delivery document received from the courier. The original of that delivery document remains with the courier who will give a copy of the same to the Customer.

6.8. Notwithstanding the provisions of paragraph 6.7 above, if the Products received by the Customer do not correspond to those ordered or in the presence of any anomaly at the time of delivery of the Products, subject to revocation, the Customer is obliged to inform DG Customer Service, at the email address indicated in Art 7.

7. Customer Service

For assistance on how to purchase Products online on the Site or to request any information (related to orders, cancellations, shipping, refunds, return Products, etc.) with respect to Products purchased on the Site, please contact our Dolce & Gabbana customer service department by email at the following email address: info.watches@dolcegabbana.it and/or by calling the following number: +39 0331409180

8. Right of return

8.1. The Customer may exercise the right to terminate its contract with DG, without any penalty and without specifying the reason, returning the Products, within 15 (fifteen) working days from the day of receipt of the Products purchased on the Site. It is not possible to replace the Products purchased with other products.

8.2. In order to properly exercise the right of return of the contract, within 15 (fifteen) working days from the day of receipt of the Products purchased on the Site, the Customer shall: (i) fill out the “Return Form” (that will be included in the shipping package) to be forwarded to DG in the manner indicated in article 8.6 and (ii) ship the Products to be returned.

8.3. The costs of returning the Products purchased are borne by the Customer. The Customer can find out the cost of returning the Products by contacting Customer Service.

8.4. If, for the return of the Products, the Customer decides to use the shipper indicated by DG in the Return Form, he/she will not be required to pay the cost of returning the Products purchased directly. The payment of the costs of returning the Products purchased will be covered by DG on behalf of the Customer. DG shall then retain from the refund due to the Customer for the Products returned, a sum equal to the cost previously borne by DG for shipping and home delivery to the Customer of the Products purchased.

In addition, when the Customer hands over the Products purchased to the shipper indicated by DG, the latter shall release the customer from any liability in case of loss or damage to the Products being returned during transport. This mode of return also allows the Customer to verify, at any time, the status of the shipment made.

8.5. In the event that the customer decides to use a carrier other than the one indicated by DG in the Return Form, he/she shall pay in person for the cost of returning the Products purchased. He/she shall also be liable for any loss or damage to the Products being returned during transportation.

8.6. In addition to compliance with the Terms and Conditions described in Sections 8.1, 8.2, and 8.3 – the return right is exercised properly if the Customer fully complies with the following conditions:

• the Return Form must be properly completed and submitted – at the Customer’s expense – within 15 (fifteen) working days from the day of receipt of the Products by the Customer as follows: (i) by registered letter with acknowledgment of receipt sent to DG at: Dolce & Gabbana SrL Via XX Settembre n. 123 – ZIP: 20025 Legnano (MI) – ITALY (FAO: Customer Care), or (ii) by email to: info.watches@dolcegabbana.it or (iii) to the fax number: +39 0331/409110 (in the cases (ii) and (iii) submission of the Return Form needs to be confirmed by registered letter with acknowledgment of receipt within 48 (forty eight) hours);

• the Products must not have been used, worn or damaged;

• the Products must be returned by the Customer in their original box/packaging;

• Products to be returned must be delivered to the shipping company within 15 (fifteen) working days from the date on which the customer received the Products.

8.7. DG will only accept the return of the Products and refund the Customer the price of the Products purchased pursuant to the provisions of art. 9 after DG has positively verified that the Customer has complied with the Terms and Conditions set forth in this article. 8 and the Products comply with the requirements set out in paragraph 8.6.

In case of a positive verification by DG, the latter will send the Customer, email confirmation of acceptance of the return of the Products and will proceed to reimburse the sums paid by the Customer in the shortest possible time and in any case within 30 (thirty) days from the date on which DG became aware of the Customer exercising the right of return.

8.8. If the Customer has not correctly followed the procedures and terms for exercising the right of return specified in this article 8 and/or in the event of a negative outcome of the review undertaken by DG on the conformity of the Products in accordance with the provisions in paragraph 8.6, DG will not accept the return of the Products and the Customer shall not be entitled to a refund of the money paid for the purchase of the Products.

In case DG does not accept the return of the Products, the Customer may request the return of the Products at his/her own expense, in the state in which they were returned by the same to DG.

9. Refunds

9.1. In all cases in which, on the basis of the provisions in these Terms and Conditions, the Customer is entitled to a refund from DG of the purchase price of the Products, such refund will be made by crediting the amount actually owed by DG to the same card credit used by the Customer to pay for the Products ordered or, if specifically requested by the Customer, by bank transfer to the bank account indicated by the Customer.

9.2. If there is no correspondence between the recipient of the Products indicated in the order form and the person who made the payment of the amounts due for the purchase of the Products, DG shall reimburse the sums paid, in any event, in respect of the party who made the payment.

9.3. The repayment time depends on the time frame of the management company of the credit card.

10. Defective products

10.1. DG is liable for all manufacturing defects of the Products sold on the Site pursuant to the provisions of the regulations in force applicable to the sale of defective products and in particular of the provisions of the Consumer Code (Legislative Decree 206/2005).

10.2. The warranty will be for 24 months from the date stamp affixed on the “Warranty Card” attached to the instruction booklet combined with the Product purchased.

10.3. In the event that a Product sold on this Site may be defective, the Customer must contact our customer service department at the email address indicated in art. 7 of these Terms and Conditions.

10.4. In case a defective Products needs to be returned to DG for repair or replacement during the warranty period in accordance with paragraph 10.2., the Customer may (i) travel to an authorized Dolce & Gabbana shop (the Customer can find the nearest authorised shop on the Site) or (ii) ship the product directly to DG in the manner specified by the Customer Service Department and provided in the section on “Warranty” in the instruction booklet combined with the product.

11. Privacy

11.1. The Customer may obtain information regarding the processing of personal data by clicking the link Privacy Policy and accessing the relevant section.

11.2. We invite the Customer to view the Privacy Statement document containing important information on the processing of personal data of users by clicking on the link.

11.3. For any further information about Privacy, the Customer may send a request to the following email address: info.watches@dolcegabbana.it or to the registered office of DG.

12. Applicable law and settlement of disputes

12.1. The Terms and Conditions and any contract to purchase Products are governed by Italian law and in particular by Legislative Decree No. 206 of 6 September 2005 (Consumer Code) with specific reference to rules on distance contracts and by Legislative Decree No70 of 9 April 2003 (regulations on electronic commerce).

12.2. All disputes between DG and Customers shall be referred to the Court of Milan.

13. Modifications and updates to the Terms and Conditions

The Terms and Conditions shall remain valid and effective until they are modified and/or supplemented by DG. Any changes and/or additions to the Terms and Conditions will be effective from the date of publication of the information on the Site, and will apply to sales made after that date.