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Terms & Conditions | Terms & Conditions of Sale

Prior to submitting an order by clicking the ‘submit order’ button on the payment method page, please save or print a copy of these Terms and Conditions to keep on file for future reference regarding the order you are submitting.  Please understand that if you do not accept these Terms and Conditions, you will not be able to order any products from our Site.

 

1- Scope and acceptance of General Terms of sale

The site www.clarins.co.uk (hereinafter referred to as the “Site”) is an e-commerce site accessible via the Internet network at the address www.clarins.co.uk. It is open to any user of the network (hereinafter referred to as “User”). It is published by the company Clarins (U.K.) Limited (hereinafter referred to as the Vendor), a company registered in England and Wales under company number 01580079, 10 Cavendish Place, London, W1G 9DN.
It is hosted by:
eCommera Limited
Wells Point, 79 Wells Street,1st floor,
London W1T 3QN United Kingdom
Tel: +44 207 291 5800
The Site enables the Vendor to offer cosmetics and perfume products for sale to Users browsing on the Site. Under these Terms of Sale, it is agreed that the User and Vendor shall be jointly referred to as the “Parties”, and individually as a “Party” and that a User that has confirmed an order shall then be referred to as the “Customer”.
The rights and obligations of the User shall automatically apply to the Customer.
Any order of Products offered on the Site implies consultation and express acceptance of these General Terms of Sale, without this acceptance however being subject to the handwritten signature of the User.
It is stipulated that the User may make a backup copy or print these General Terms of sale, providing that they are not modified.
These General Terms of Sale come into effect as from 5th of November 2011.
The Vendor reserves the right to change these General Terms of Sale without notice and at any time, with any modifications not applying to reservations and orders already accepted and confirmed by the Customer.
These Terms of Sale shall apply to the exclusion of any other document.

 

2- Products sold on the Site

All the offers of products proposed on the Site are limited to www.clarins.co.uk.

Prior to placing an order, the Customer may check the main features of any product or products they wish to order, by consulting the Site.

Purchase offers, including special promotions, are valid for as long as they are visible on the Site. Please note that all special offers running on clarins.com are subject to stock availability. In the event we are out of stock on certain gifts, the offer will be removed or refreshed accordingly or alternatively, where possible, substitutions of samples or free gift items may be made without notice. 

Please note, only 3 of the same gift can be obtained per customer within a 30 day period. Should a customer exceed this limit, Clarins reserves the right to cancel any orders in breach of this. This also includes customers using multiple identities.

Clarins reserves the right to cancel an order(s) in the event of promotional misuse or suspected suspicious activity. The customer will be contacted to advise if their order has been cancelled due to this reason.

If you obtain a product/item on your order for free due to a technical error, you are obliged to pay the value of goods received or alternatively return the goods in full to Clarins. 

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3- Prices of products for sale on the Site

The prices shown on this Site are in pounds sterling, including all taxes, with it being stipulated that products ordered are invoiced at the price in force when the order is registered.

They do not include shipping charges, which are invoiced in addition to the price of the purchased products, according to the total amount of the order. Shipping charges will be shown before the Customer is asked to confirm the order.

Where any product is offered for sale as part of a promotion to raise funds for charity, the price advertised includes the sum to be donated to the charity.

Prices include value added tax (VAT), at the rate in force on the day of the order and any change in the applicable rate will be automatically reflected in the price of the products sold by the Vendor on its Site.

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4- Orders

All orders imply full and unreserved acceptance of these Terms of Sale.

The Customer accepts that the Vendor's order registration systems are proof of the nature of the agreement and its date.

Each order is limited to 5 products. In addition, within each order, no more than 3 articles of any single product reference may be ordered.

When the order is confirmed by clicking on the “Complete my order” button, the Customer declares that they accept the order, together with these General Terms of Sale. A summary of the order can be printed.

Once the order has been registered, a detailed acknowledgement of the order is sent to the Customer at the e-mail address provided.

This acknowledgement specifies the exact amount invoiced and details of delivery.

This acknowledgement implies acceptance of the order and confirms the transaction, subject to order payment.

In the event of one or more products being unavailable once the order has been placed, the Customer will be notified by e-mail. The amount of the order will be recalculated and the Customer will be debited the new amount, with the price of the unavailable products deducted. If the whole order is unavailable, the Customer will be notified by e-mail and will not be debited.

The Customer may also cancel an order placed on the Site by contacting our Customer Services. If Customer Service informs the Customer that the order has already been processed, the Customer cannot cancel. In this case, they must refuse reception of the order when it is delivered.

The Vendor does however reserve the right to suspend or cancel any order placed by a Customer with whom a dispute exists regarding the payment of a previous order, or for any other legitimate reason, in particular related to the unusual nature of the order.

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5- Payments

All orders are payable in pounds sterling.

To pay for their order, the Customer must use the following method of payment: bank card or Paypal. The following bank cards are accepted on the Site: Visa, MasterCard, Maestro and American Express.

The Customer guarantees the Vendor that they have been granted any authorizations required to use their chosen method of payment, when registering the purchase order.

In the event of non-payment of any amount owed by the Customer, or of any adverse payment circumstances, the Vendor reserves the right to suspend or cancel any order and/or delivery, whatever their nature or state of progress.

Charges on any unpaid amount will be automatically incurred at the legal interest rate plus 5 percent following a period of ten days from the invoice date, or immediately after notification of rejected bank payment for all other means of payment.

As part of the measures taken to prevent fraud over the Internet, information concerning the Customer’s order may be sent to any competent authority for verification.

To ensure secure credit card payment, the Customer must send the card security code of the bank card being used.

Secure payments on the Site are guaranteed by CyberSource.

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6- Order Delivery

The products will be delivered to the address provided by the Customer when placing their order by Master Cards, American Express and Visa, according to the selected method of delivery.

Orders will be delivered within an average of 2 to 6 days as from the day on which the Vendor receives the order, according to the selected method of delivery and no later than 30 days as from reception of the order, subject to full payment of the price.

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7- Legal guarantee

The Customer shall benefit from the provisions of the legal guarantee regarding product conformity.

In the event of non-conformity of the product, in particular due to an anomaly or an error in the delivered references, the Customer can choose to return the product to the Vendor and be reimbursed.

Return shipping costs will be reimbursed by the Vendor on request by the Customer.

The Customer may contact Customer Services by e-mail as regards any claim.

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8- Right of withdrawal

The Customer has a period of 30 clear days as from the date of reception, to return the ordered products at their own expense for reimbursement.

The reimbursement will be made by any method of payment that the Customer has chosen after exercising their right of withdrawal, no later than 30 days following the date on which the right was exercised.

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9- Instructions for returning products

Whatever the reason for returning products to the Vendor, the Customer is advised to follow the following instructions in order to facilitate processing of the return:

  1. Use the original packaging to return the product.
  2. Fill in and attach the Return Form (to be separated from the Delivery Slip)
  3. Send to the following address:
    Clarins.com (Returns Department)
    UNIT 1, TEMPLE HOUSE
    RIVERWAY
    HARLOW
    ESSEX
    CM20 2EY

Any risk related to the return of products is borne by the Customer.

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10- Retention of title

All products remain the exclusive property of the Vendor until such a time as payment of the sale price, including the principal, extra costs and taxes has been made in full.

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11- Liability

The Vendor cannot be held liable for non-fulfilment of contracts due to stock shortages, except for cases of special price offers not intended to lower stock levels, or in the event of product unavailability due to force majeure.
The Vendor accepts no liability for:

  • any interruption to the Site;
  • any incidences involving bugs;
  • any damage resulting from a fraudulent intrusion by a third party, causing any change to the information made available on the Site;
  • more generally, any direct or indirect damage, whatever the cause, origin, nature or consequences, including in particular any loss of profit, customers, data or any other loss of intangible goods that may occur as a result of the access by any person to the Site or the impossibility of accessing the Site or any credit accorded to any information directly or indirectly coming from it.

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12- Intellectual property

In accordance with legislation governing the ownership of literary and artistic rights, or other similar rights, this Site and all the elements, brands, drawings, models, photographs, texts, illustrations, logos, sequences whether animated or not and with or without sound, graphics, etc., to be found in this site, together with their compilation, are the exclusive property of the Vendor, as it does not grant any license or any entitlement other than that of consulting the Site. Any use or reproduction, in whole or in part, of these elements is authorized exclusively for information purposes only for personal and private use, with any reproduction and any use of copies made for other purposes being expressly prohibited. Neither the Site (in whole or in part), nor its content or brands may be used, reproduced, duplicated, sold, resold, made accessible, modified or exploited in any other way, in whole or in part, for any purpose whatsoever, without prior, written authorization from the Vendor.
Any other use constitutes infringement.

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13- Applicable law

The sales of products of the Vendor are subject to UK law.

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14- Data processing and Civil liberties

The data collected will be processed for the purpose of sending out a newsletter and/or processing the Customer’s order.
The recipients of the data are the Vendor and its service providers.
The Customer has the right to access, change, correct and delete personal information concerning them by contacting the Vendor by email.

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15- Gift Message Terms

We reserve the right to reject the printing of a gift message or e-gift voucher which includes any content or material which:

  • is false, inaccurate, misleading, offensive, abusive, threatening or defamatory, or that might cause needless annoyance, inconvenience or distress to any person
  • contains material which is pornographic, obscene, indecent or offensive, which promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, or that may incite hatred or violence against any person or group
  • may harass, upset, embarrass or alarm any person
  • gives the impression that it emanates from or has been approved by us
  • advocates, promotes or assists any unlawful act

 

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GENERAL CONDITIONS OF USE OF THE LOYALTY PROGRAMME “CLUB CLARINS”


1. SUBJECT

1.1. The "CLUB CLARINS " Loyalty Programme is offered by CLARINS UK Limited, registered in England and Wales under company number 01580079, 10 Cavendish Place, London, W1G 9DN.

1.2. The purpose of the "CLUB CLARINS" Loyalty Programme is to allow its Members ("Members") to benefit from specific advantages and services by accumulating points in the United Kingdom (the “Territory”), when purchasing CLARINS brand products (the "Products") and using a CLARINS gift card on the CLARINS website as identified below.

1.3. It is specified that the following website is eligible for the operation: • www.CLARINS.co.uk (the “Website”)

1.4. The eligible points of sale for the operation may be updated by CLARINS at any time. The list of eligible points of sale will be regularly updated.

1.5. It is specified that any purchase made in another point of sale than those mentioned above are not eligible for this operation.

1.6. These terms and conditions, to which the applicant has had prior access before joining the Loyalty Programme, are deemed to be approved without restriction by the Member upon joining the "CLUB CLARINS" Loyalty Programme.

1.7. The "CLUB CLARINS Loyalty Programme (“Programme”) is a Loyalty Programme that replaces the former CLARINS Loyalty Programme.

2. MEMBERSHIP ELIGIBILITY

2.1 The CLUB CLARINS Loyalty Programme is offered at the sole discretion of CLARINS. The Programme is available to individuals for their personal use only and is limited to one account per individual. Corporations, associations, or other groups may not participate in the Programme. Individuals who are of legal age and who provide and maintain a valid email address are eligible to become Members. No purchase is necessary to join the Programme. CLARINS may refuse to validate a CLUB CLARINS Membership for any reason. Employees and individuals employed by CLARINS’ business partners or vendors are eligible for Membership but may be excluded from certain benefits of the Programme.

2.2 By joining the Programme and becoming a Programme Member, the applicant agrees that they have read, understood, and agreed to be bound by these Conditions of use and by any changes or modifications CLARINS may make. The applicant should review these Conditions and the related policies and FAQs frequently as they may change from time to time. These Conditions do not alter in any way the terms or conditions of any other agreement the applicant may have with CLARINS, including any agreement for products or services. The Programme is void where prohibited by law.

3. PROGRAMME ENROLLMENT

3.1. On the Website: Eligible individuals may enroll in the Programme by visiting the Website and following the Programme prompts to join the Programme. The applicant must have a personal account on the Website and give their consent to become a member of "CLUB CLARINS".
- If the applicant does not have a personal account and wishes to become a Member, they must fill out the registration form on the Website and then check the box “I would like to sign up for the Club Clarins Loyalty Programme.
- If the applicant already has a personal account and wishes to become a Member, they must login to it on the Website select “My Account” and then click on the button at the bottom of the page “I would like to sign up for the Club Clarins Loyalty Programme”.

3.2. Programme

3.3. By contacting CLARINS Customer Service by completing the contact form available on the Website or by calling 01279 967 776, Monday to Friday from 9am to 5.30pm.

3.4. Whether the Programme enrollment is made on the Website or with CLARINS customer care, in order to benefit from the advantages of the "CLUB CLARINS” Loyalty Programme, the applicant is asked to share the following personal data: “first name”, “last name” and “a valid e-mail address”.

3.5. The Member guarantees the accuracy of all information provided throughout the Membership. Any inaccuracy could impact the proper processing of the Member's benefits for which CLARINS cannot be held responsible. CLARINS reserves the right to request at any time the presentation of any document confirming the identity of the person wishing to subscribe or having subscribed to the "CLUB CLARINS" Loyalty Programme to be proven, notably in the case of homonymy.

3.6. Any change must be notified as soon as possible by the Member theirby logging in to My Account and updating their details in the personal information and preferences section or to CLARINS Customer Service by completing the contact form available on the Website or by calling 01279 967 776, Monday to Friday from 9am to 5.30pm. 3.7. The Programme is effective from the moment CLARINS validates the Membership form on the Website. This Membership is nominative, personal, and reserved for individuals for their own non-professional use. Each individual can only subscribe to one Membership and can only have one account in their name. If CLARINS finds that a person has more than one Loyalty account, CLARINS reserves the right to terminate the Member’s account in case of suspicion of abuse to override the potential capping CLARINS may put in place (and indicated in the GENERAL CONDITIONS OF USE OF THE LOYALTY PROGRAMME) to prevent fraud, which will result in the deletion of all points accumulated and benefits. If CLARINS finds that a person has more than one Loyalty account with no suspicious usage from the Member, CLARINS reserves the right to merge the 2 accounts, which will result in the merger of all points accumulated & associated benefits. 3.8. CLARINS reserves the right to refuse or terminate the Membership of any person who does not meet the conditions defined in the present General Conditions of Use of the Programme. 3.9. In accordance with the legal provisions in force, the CLUB CLARINS Membership rules for joining the Programme are valid for an unlimited period as soon as the member applies to join the CLUB CLARINS Programme. The Member is however entitled to stop participating in the Programme at any time by notifying CLARINS Customer Service of their decision to close their account by completing the contact form available on the Website or by calling 01279 967 776, Monday to Friday from 9am to 5.30pm. 3.10. When an account is closed, the points counter is reset to zero and the unused points, benefits and rewards not yet delivered or issued are definitively lost, even in the event of a new subscription by the Member. 3.11. If a Member is inactive for a period of 3 years from the account creation date, their account will be closed and associated data will be deleted in accordance with CLARINS Privacy Policy. 4. HOW THE “CLUB CLARINS” LOYALTY PROGRAMME WORKS 4.1. Cumulative points The Member earns points that determine which rewards they can redeem and their status level. 4.1.1 Points earned on the amount spent. - Members earn points based on the amount spent which they can redeem for complimentary products, vouchers, gifts, services and other rewards available in the CLARINS online rewards boutique accessible on the Website by selecting the heading My Club Clarins and then by selecting the heading Choose My Rewards. The points earned also enable the Member to reach different levels of status with associated status benefits. Rewards and status benefits evolve over time and may be available on a limited basis, so the Member must check the latest offerings on the Website. CLARINS also communicates Programme benefits and promotions through Email & FAQs accessible here : clarins.co.uk/on/demandware.store/Sites-clarinsuk-Site/en_GB/RewardsBoutique-Faq.

Points are calculated as follows: - £1 spent on the purchase of a Product online = 10 CLUB CLARINS points earned, excluding VAT, delivery charges, loyalty voucher codes and online gift vouchers.

Please note that it may take up to 30 days for your points earned from your online purchases to be applied to your Account. You will be unable to redeem them during this time. However, the points earned are automatically credited with the status “pending” without the Member having to complete any other formalities. Points related to a purchase that has been refunded or returned will be cancelled and deducted from the Member's Loyalty account.

The Member may consult his or her points balance at any time by logging into their personal account on the Website under the heading My Points Recap, it being specified that the online calculation is not updated in real time.

4.1.2. In addition to purchases, the Member may also earn points in the following ways:
• CLUB CLARINS subscription.
New Members who enroll in the Loyalty Programme will receive a bonus of 50 points. No order is required to receive the bonus points. To earn points, as detailed in article 3.1, eligible individuals may enroll in the Programme by visiting the Website and following the Programme prompts to join the Programme (the applicant must have a personal account on the Website and give their consent to become a Member of "CLUB CLARINS") or by contacting Customer Services. The points earned are automatically credited to the Member’s account. The Member can enjoy bonus points from time to time during special promotional periods which might include, but not limited to:
• Purchase of a routine in the same transaction
• Purchase of the Member’s favourite product
• Subscription to the Auto-replenishment service
• Profile completion (such as Gender & Birthday) through manual input or social connect
• Phone opt-in
• SMS opt-in
• Attending a Beauty consultation (online & offline)
• Recommend a Friend
• Product reviews
• Order with a more sustainable delivery method

4.1.3 The Member may also benefit from special promotions exclusive to CLUB CLARINS during specific marketing campaigns that are not listed in 4.1.2. These animations are at the sole discretion of CLARINS. It is advisable to sign up to the CLARINS newsletter as qualifying Members will receive email invitations when the special promotions are available if they have not opted-out of receiving Programme emails

4.1.4. The number of points, if any, awarded for each action is determined by CLARINS in its sole but reasonable discretion and in all cases subject to a maximum number of points earned for each action per year.

4.1.5. In the event of a dispute over the number of points accumulated, only the information contained in the CLARINS database will be considered authentic.

4.1.6. Points will be added on a single counter within the Member’s account.

4.1.7. All Points are valid for 24 months from the date the Member earned them. The Member may use their points at any time before they expire. Points collected with non-purchase related mechanics will also be valid for 24 months from the date the Member earned them and no validity extension can be requested for by the Member.

4.1.8 In order for the Member’s purchases & brand activities to qualify for the Programme, the Member must be enrolled in the Programme and for purchases, be logged into their online account at the time of purchase. However, if their Programme Membership is terminated for any reason and the Member creates a new Programme account, any purchases made prior to the date of the Member’s new Programme account do not qualify for points.

4.1.9 Members will not receive points or benefits from purchases made at airport store locations or from purchases made at non-authorized retailers. Purchases made in retail stores within the Territory are not eligible for the Programme.

4.1.10 Points have no monetary value, cannot be exchanged, and can only be used within the CLUB CLARINS Loyalty Programme.

4.2. STATUS

4.2.1. The Programme is a status-based Programme determined by the number of points a Member has earned within a rolling 12-months basis on eligible purchases and through qualifying activities, beginning on the date when the Member enrolls or reaches a new status. There are [3] status tiers with associated benefits:

- Red Status: 0 to 1,499 points
o Access to the rewards boutique
o Access to exclusive member events
o A birthday voucher for £10 off £50 purchase
o Free Shipping for every Website order over £50


- Silver Status:1,500 to 4,499 points
o All Red Status benefits
o Sample packs, discovery sizes and full-size products


- Gold Status: 4,500+ points
o All Silver Status Benefits
o FREE delivery on reward orders
o Exclusive VIP access to new products
o Surprise and delights throughout the year

4.2.2. When the Member joins the Programme, the Member will be automatically eligible for Red Status and associated benefits. Once the Member earns at least 1500 points during the 12 months following obtaining this status, the Member will be automatically moved up to Silver Status. If the Member earns 4,500+ points or more in their first year or earlier, the Member will qualify for Gold Status.

4.2.3. Red Status is valid for an undetermined period unless a higher status is reached. Silver and Gold Status’ are valid for 12 months from when the Member first qualifies for that status. After that, the Member will need to have earned enough points, within a rolling 12-month period, on eligible purchases and through qualifying activities for that status to renew again. Otherwise, the Member will be in the status that corresponds to the number of points earned. For example, if the Member is in Gold Status, starting November 1, 2022, the Member will maintain Gold status until October 31, 2023. If the Member earns 4500 points or more during this timeframe, CLARINS will renew the Member’s Gold Status for another 12 months. If the Member earns 4499points or less, the Member will move to Silver Status starting November 1, 2023, for 12 months or until the Member earns enough points to upgrade to another status.

4.2.4. When the Member uses their points for rewards, their Status level will not change as the status is determined by the number of points a Member has earned within a rolling 12-months period on eligible purchases and through qualifying activities.

4.3 REWARDS AND BENEFITS OF THE PROGRAMME
4.3.1. When the Member reaches a reward level, they can choose to use their Loyalty points to benefit from the rewards offered (the points used will be deducted from the Member's balance) or to continue to accumulate points to reach the next level. 4.3.2 If the Member chooses to use their Loyalty points for rewards, they can redeem their Loyalty points and obtain a reward from the rewards boutique on the Website. 4.3.4 To redeem rewards the Member must have accumulated the minimum number of points as established by CLARINS for a particular benefit. There are 3 tier levels with associated benefits: - Level 1: Red Status 0 to 1,499 points - Level 2: Silver Status: 1,499 – 4,499 points - Level 3: Gold Status: 4,500+ points The Member can redeem their cumulated points for rewards at a maximum of 4 times per year. 4.3.5 The selection of rewards for each tier level can be viewed on the Website and is accessible from a personal account under “Choose My Rewards”. Rewards may be updated at any time. Examples of Rewards can include but are not limited to: - Products (sample packs, discovery sizes and full-size) - CLARINS vouchers redeemable on the Website - Complimentary gifts 4.3.6. On the Website, the Member can redeem their Loyalty points for products, CLARINS vouchers redeemable on the Website, and Gifts: o The Member must login to their personal account on the Website and select the heading Choose My Rewards o The reward products are shipped to the address provided by the Member in their account. Delivery is free if the Member is in Gold Status. Otherwise, the standard delivery charge will be required to ship the reward product(s) unless you are also placing an order of £50 or more in which case delivery is free of charge. Standard delivery takes 3-5 working days. Once points have been redeemed and the order has been validated, it is no longer possible to modify the choice of reward product, or the delivery address entered. o The Member may redeem points for multiple reward products per order. Orders containing only reward products - will not benefit from website-wide promotional offers (e.g., free samples, double points, gift with purchase offers, free product offers, etc.). 4.3.7. Qualifying Members may receive email invitations when a new reward status is reached. 4.4 OTHER SPECIFICATIONS OF THE PROGRAMME TERMS AND CONDITIONS 4.4.1. Offers and rewards are available while supplies last and substitutions may be made by CLARINS in its sole discretion. If the online order is not completed for any reason, any offers or rewards will be removed from the shopping basket and may no longer be available. The Member is not required to redeem their accumulated points. Depending on the availability of a particular reward, CLARINS may be unable to reship offers or reward products if they arrive damaged, if the Member has received the wrong one, or if one is missing. In these cases, the Member should contact CLARINS customer service by completing the contact form available on the Website or by calling 01279 967 776, Monday to Friday from 9am to 5.30pm.

4.4.2. Neither accounts nor Programme rewards, benefits and/or points may be transferred, shared, or combined. Only the Member paying for the products may accumulate rewards, benefits and/or points. CLARINS reserves the right to monitor the number of accounts per household and refuse, merge or close additional or duplicate accounts at any time.

4.4.3. Rewards, benefits, and points earned through the Programme have no cash value and are non-transferable (except as expressly provided in these General Conditions of Use). Purchase balances and/or points credited to the Programme account will be decreased or reversed, as applicable, if part or all of a purchase is returned or cancelled or if the credit is obtained through fraudulent or other activity that violates these General Conditions of Use. The sale, barter, transfer (except as expressly provided in these Terms), or assignment of any rewards or benefits offered through the Programme, other than by CLARINS, is expressly prohibited.

4.4.4. Rewards cannot be exchanged or returned for points, another product or service or a monetary refund.

4.4.5. The Member may not sell or resell any of the products, services, or samples purchases or otherwise received from CLARINS. CLARINS reserves the right, without notice, to cancel or reduce the quantity of any order to be filled and/or any products or services to be provided to the Member that CLARINS believes, in its sole discretion, may result in the violation of our General Conditions of Use.

4.4.6. CLARINS is not responsible for rewards, benefits and/or points lost or redeemed due to fraudulent activity by the Member or any third party.

4.4.7. CLARINS reserves the right to change Programme benefits, how the Member earns points and reaches each Programme tier and how CLARINS evaluates and rewards the eligible purchases and/or other Programme activity. CLARINS reserves its right to place limits on the number of purchases or activities that are eligible for the Programme and/or for any given tier, the number or types of rewards or benefits the Member may receive or earn in any given tier, in a given time period or for the duration of the Programme, and/or any combination thereof.

4.4.8 If the Member has concerns that a purchase or other activity was not properly applied, the Member should contact CLARINS Customer Service by completing the contact form available on the Website or by calling 01279 967 776, Monday to Friday from 9am to 5.30pm. The email of the Member must specify their name and email address associated with the Programme Account, the date of the Programme activity, and the issue(s) encountered. This email must be sent no more than forty-five (45) days after the date the purchase or other Programme activity took place. CLARINS is not responsible for late notifications about purchases or other Programme activities not being credited to an account.

5. PROGRAMME AND MARKETING COMMUNICATIONS

5.1. By enrolling in the Programme, the Member may receive specific communications strictly related to their membership ('Programme communications') by email, mail, and/or SMS according to their communication preferences, as follows:
• Welcome to CLUB CLARINS
• Points expiry alert
• Points balance reset
• Status downgrade alert
• Status upgraded
• Status renewed
• Status downgrade
• Birthday gift
• Thank you gift


These Programme communications will be sent regardless of whether the Member has opted-in to CLARINS marketing communications. If the Member does not want to receive Programme communications, they will have to opt-out of the Programme.

5.2. To receive CLARINS marketing communications ('Marketing communications'), the Member must log in to their account and give their consent by ticking the checkbox "I agree to my data being used to provide me with personalised offers from CLARINS, including on social networks and other websites" and selecting Email, mail and/or SMS. The Member can opt-out at any time from Marketing communications, by logging into their account, by following the "unsubscribe" link contained in every email or by replying "STOP" to an SMS. 6. TERMINATION AND MODIFICATION 6.1. The Programme and its benefits are offered at CLARINS’ sole discretion. CLARINS may cancel, modify, restrict, or terminate these General Conditions of Use, the FAQs and/or the Programme or any aspect or feature of the Programme at any time without prior notice, even though such changes may affect the value of rewards or benefits already accumulated or earned and/or the ability to redeem accumulated rewards or benefits. 6.2. To keep their account active the Member must log in to their Programme account and make a purchase within 24 months. 6.3 Any suspected abuse of the Programme, failure to follow any General Conditions of Use,[Membership inactivity for more than 24 months (as described in 6.2), illegal activity, fraud, misrepresentation or other conduct inconsistent with these General Conditions of Use and/or detrimental to CLARINS or CLARINS’ interests, including without limitation, any suspected illegal, fraudulent other unauthorized use of any Programme rewards, points, cards, credits, vouchers, coupons and/or certificates, may result in the revocation of the Membership and make the Member ineligible for further participation in the Programme. If the Membership is revoked, any rewards or benefits in the Member’s account will automatically expire and access to the Programme and features will automatically terminate. 6.4. If the Member decides to no longer be a part of the Programme, the Member may cancel their Membership at any time by opting out of the Programme in their account on the Website; or by contacting CLARINS Customer Service by completing the contact form available on the Website or by calling 01279 967 776, Monday to Friday from 9am to 5.30pm. If the Member cancels their Membership, they will lose all accumulated points, benefits, and tier status. 6.5. Cancellation of the Membership in the Programme is the Member’s sole remedy. CLARINS has no other obligation, liability, or responsibility. 7. PERSONAL DATA 7.1. CLARINS UK Limited, registered in England and Wales under company number 01580079, 10 Cavendish Place, London, W1G 9DN is responsible for the processing of personal data for the "CLUB CLARINS" Loyalty Programme. 7.2. The information collected within the framework of the "CLUB CLARINS" Loyalty Programme on the Website or by CLARINS’ Customer Service by completing the contact form available on the Website or by calling 01279 967 776, Monday to Friday from 9am to 5.30pm and/or their activity in the Programme, is processed electronically in order to process the Member's requests, to allow them to benefit from the advantages of the "CLUB CLARINS" Loyalty Programme, to send offers, news and personalised offers based on their previous purchases and/or interests and to carry out reporting and analysis.

7.3. This information is kept by CLARINS for no longer than is necessary for the purposes for which it was collected. In any event, this information is deleted once the Member has not made a purchase or clicked on a hyperlink contained in an e-mail sent by CLARINS for a period of 3 years.

7.4. In accordance with the regulations in force, the Member has a right of access, rectification, deletion, and portability of the information concerning them, as well as a right of opposition and limitation of processing. To exercise these rights, the Member must send his or her request after proving their identity to the following e-mail address: help@clarins.co.uk. The Member may also lodge a complaint with the competent supervisory authority in charge of data protection or lodge a legal appeal if their data is misused.

7.5. To learn more about CLARINS’ privacy policy, the Member is invited to consult the Privacy Policy.

8. RESPONSIBILITY

8.1. CLARINS is exonerated from all responsibility for any consequence, direct or indirect, of any anomalies or malfunctions of the "CLUB CLARINS" Loyalty Programme, regardless of their cause. In the event of malfunction or anomalies, CLARINS undertakes to maintain the benefit of the Member's accumulation of points.

8.2. The Member declares that they are fully aware of the intrinsic characteristics of the Internet and in particular of the fact that the transmission of data on the Internet is only relatively reliable, as the data circulates on heterogeneous networks, with diverse characteristics and capacities, which are sometimes saturated at certain times of the day and which can have an impact on download times or accessibility to data, and that the Internet is an open network, that consequently, the information it carries is not protected against the risks of detour, intrusion into its system, piracy of the data, Programmes and files of its system, contamination by computer viruses, and that it is up to them to take all the appropriate measures so as to protect the data, files or Programmes stored in its system against contamination by viruses as well as attempts at intrusion in its system.

8.3. Any breach by the Member or a third party acting on behalf of the Member, of these General Conditions of Use, any abusive or fraudulent use of the benefits it provides, any falsification of information communicated to CLARINS as well as any behaviour by the Member that is detrimental to the interests of CLARINS will automatically result in the Member's de-registration from the Programme. The Member is informed that the service providers involved in the Programme have their own solutions for analysing, detecting, and reporting anomalous or inconsistent actions. If necessary, access to a Member’s space may be suspended or cancelled. The cancellation or termination of an account will result in the loss of the rights attached to the Membership, in particular the balance of balance without the Member or any third party or rightful claimant being able to claim any compensation.

9. PARTIAL INVALIDITY - MODIFICATION OF THE GENERAL CONDITIONS OF USE

If one or more provisions of these General Conditions of Use are found to be unlawful or invalid, such invalidity shall not render the remaining provisions of these General Conditions of Use invalid. CLARINS reserves the right to adapt or modify these General Conditions of Use at any time and without prior notice, such adaptations or modifications being applicable to any use of the Loyalty Programme, after such adaptations or modifications.

10. DISPUTES - APPLICABLE LAW - COMPETENT JURISDICTION

The present General Conditions of Use are subject to the application of the Territory’s law. Any dispute arising from the interpretation or execution of these General Conditions of Use and its consequences will be brought before the competent courts.

11. MEDIATION

11.1. The Member is informed of the possibility of having recourse to consumer mediation for any disputes that may arise concerning the use of the Programme. Referral to the mediator is only possible if the Member has already contacted CLARINS Customer Service and has not obtained an answer or satisfaction to their complaint.

11.2. The Member may refer the matter for mediation. Please find a guide here: A guide to civil mediation - GOV.UK (www.gov.uk)

11.3. If the Member has any questions regarding the resolution of a possible dispute, please contact CLARINS Customer Service by completing the contact form available on the Website or by calling 01279 967 776, Monday to Friday from 9am to 5.30pm.

Auto-Replenishment Terms & Conditions

For full terms and conditions, please visit https://www.clarins.co.uk/support.html?question=auto-replenishment-service


Skin Spa & BeautyBAR Treatment Booking Terms & Conditions

BOOKINGS

To secure a treatment booking, customers are asked to provide a valid credit or debit card, where a small deposit will be held. In the event of a late cancellation (under 24 hours’ notice) or a no show, will be charged a fee that is equal to the amount of the full amount of the treatment booked. For bookings attended, the full payment minus the deposit amount will be taken at the time of treatment. By accepting these terms at the time of booking you agree to the cancellation policy. Course customers do not need to pay a deposit but will be included in the cancellation policy.

CANCELLATIONS

Clarins UK Ltd offers you the opportunity to amend or cancel your appointment up to 24 hours before the appointment is due to take place in our Skin Spas and BeautyBARs. If you decide to cancel your appointment before 24 hours, the deposit it returned to your bank account within seven business days.
Unfortunately, we are unable to amend bookings within 24 hours’ notice of your appointment and you will be charged the full amount if you do not attend. If you are a course customer, a course unit will be deducted from your total units.
If you have missed a previous appointment Clarins has the right to request the full payment for the treatment upon creating the booking in store. The payment can be refunded if you choose to cancel or amend your booking within the cancellation policy guidelines.

LATENESS

To make sure we can provide you with the full professional treatment experience, please arrive 10 minutes prior to your appointment starting.
If you are running late for your appointment, please contact the Skin Spa or BeautyBAR to inform them, so that they can try to accommodate your booking.
If you arrive for your appointment after the start time, the therapist will adapt the treatment to the remaining time allocated, however you will still be charged the full price of the treatment. We cannot guarantee if you are unable to make the appointment for the time booked that the therapist will be able to carry out your treatment so as to minimise impacting other customers’ treatment experience.
Please refer to our cancellation policy for guidelines on how to cancel or amend a booking if you are unable to make an appointment.

Skin Spa & BeautyBAR Online Booking Privacy Statement

We use a third party, unaffiliated company, NDevor Systems Ltd (T/A Phorest), to help us maintain and operate the professional treatments booking system. This third party agency will have access to your personal information for customer relationship management purposes.

Personal & sensitive data collected

  • Name
  • Email address
  • Telephone number
  • Postcode (optional)
  • Medical consultation details

This information is collected so that you can make a treatment booking. Your preferred contact method will be required, which Phorest will store on your behalf to allow us to contact you regarding your booking. The medical consultation details are kept strictly confidential and will not be used in any communications. These questions are asked to ensure you are offered a personalised service based on your preference and needs, to allow the Therapist to adapt the treatment if necessary.

Disclosure of personal data

Your personal information is used for Clarins’ internal business purposes only. Clarins does not sell, rent or lease your personal information to independent third parties. We use your personal information to identify account holders, open and maintain accounts, process, service and enforce transactions, send related communications to customers and to provide customer services and support.

Use of personal data

Should Phorest be required to do so, Clarins may also disclose your personal information in connection with a legal claim or investigation. The Phorest online booking service is transactional at point of booking a treatment and card details are obtained as part of their legal obligation for accounting and tax purposes.

Marketing communication

If you choose to opt in to hear from Clarins, you will receive relevant brand marketing. If you do not wish to receive any communications please opt out of our marketing communications and you will no longer receive our marketing material, however may be contacted in relation to your booking.

If you receive information about our products from another company, Clarins has no control over the use of your data. You will need to contact the company that delivered the email to opt out of marketing communications. 

Opting out of email communication

At any time, you may opt out of Clarins email communications through the unsubscribe link in our emails, including any booking confirmation email. Alternatively, please speak to any of our in-store teams or our customer relations team to ask them to amend your details on your profile.

Sale of treatment services to children

Clarins do not permit the sale of its Skin Spa or BeautyBAR treatments to minors under the age of sixteen. Customers under the age of sixteen will not be able to book online.

Changes to our Privacy Statement

As we strive to improve our products and services, we may revise our Privacy statement from time to time. We encourage you to periodically consult this Privacy statement. If there are updates they will be posted to this Privacy page on our website along with the effective date of the revision. In the event of any significant changes to our Privacy statement, Clarins will notify affected customers by email.

Contact us

If you have any questions or comments relating to our Privacy statement, please do not hesitate to contact us at:

Customer Relations Team
Westex (E-Commerce)
Unit 1 Temple House
River Way
Harlow
Essex
CM20 2EY

Telephone number: 01279 967 776
Email: help@Clarins.co.uk

 

Inappropriate Behaviour

At Clarins we have a zero tolerance policy against any form of inappropriate behaviour. This includes unwelcome advances, and other inappropriate physical and verbal behaviour that in any way makes our employees feel unsafe or threatened. Any behaviour of a sexual nature is a criminal offence and may lead to criminal action being taken.