LEGAL STATEMENT

TERMS & CONDITIONS OF USE / LEGAL STATEMENT

IMPORTANT! Please carefully read the following terms and conditions (“Terms”) governing your use (including access, browsing and/or use of any interactive features) of those portions of the CHANEL website accessible at www.chanel.com, as well as and including any other CHANEL websites or web pages accessible through the CHANEL website or other promotional websites CHANEL hosts or sponsors such as pages on third party social networking services, directed at consumers in the United Kingdom, including those portions of the CHANEL website accessible by going to www.chanel.com and selecting “languages” and then your country in the appropriate region (collectively the “Sites”).

Please see the separate terms of use applicable to other country-specific or region-specific web pages available on those pages when you access them through www.chanel.com or through other promotional websites.

Please see the separate terms of use applicable to other country-specific or region-specific web pages available on those pages when you access them through www.chanel.com or through other promotional websites.

Please read our Privacy Policy, which governs the manner in which we will handle any personal information that you provide to us.

The CHANEL companies worldwide (“CHANEL”) own all right, title and interest in and to the Sites and/or own the content and applications on the Sites (including on social network websites). CHANEL owns all copyrights for all material on the Sites or has a valid right from a third party to use the material on the Sites. CHANEL also owns all trademarks, service marks, trade names, logos and domain names used on or in connection with the Sites or has a valid right from a third party to use any such material. Any modification or use of the materials from the Sites for any purpose not explicitly permitted is a violation of CHANEL's copyright and other proprietary rights. No part of the Sites may be copied, reproduced, republished, uploaded, posted, transmitted or distributed in any manner whatsoever, except for viewing purposes, without the prior written consent of CHANEL. This prohibition also includes framing any content from the Sites, as well as unauthorized linking.

Use of and browsing in the Sites are at your own risk. Neither CHANEL nor any party representing or otherwise affiliated with CHANEL in creating or presenting the Sites are liable for any direct, indirect, special, punitive, incidental, exemplary or consequential damages arising out of your use of the Sites. To the extent permitted by law and without limiting any of the foregoing, everything on the Sites is provided to you on as “as is” basis, without warranty, either express or implied, of any kind, including, but not limited to, the implied warranties of merchantabilty, fitness for a specific purpose, freedom from computer virus, or non-infringement. Because some jurisdictions do not allow limitations on implied warranties, or limitation of liability for consequential or incidental damages, the above limitations may not apply to you. Please check your local laws.

Solicited information that you submit to CHANEL by email in order to register or sign up, to submit appropriate questions to the Sites, and/or to purchase products, as applicable, are subject to our Privacy Policy All unsolicited reviews, comments or other submissions, including ideas, concepts, techniques, know-how and the like, shall not be treated as confidential by CHANEL and CHANEL may use such materials in any manner that it deems appropriate. For more information on this topic, please see our Privacy Policy.

Prices displayed on the Irish Site are shown in in Euros (€) and unless otherwise indicated, include appropriate Value Added Tax (VAT) at the rate prevailing when the Irish Site was last up-dated.

Prices shown are Recommended Retail Price (RRP), inclusive of VAT. As such, they are provided for indicative purposes only, have no contractual value, and are subject to change without notice.

The retail prices at Chanel’s Watch and Fine Jewellery Boutiques would normally correspond to the RRP (inclusive of VAT). Any RRP prices given on the Irish Site for Watches and Fine Jewellery correspond to a size “no. 52” or “Medium” accordingly, smaller or larger sizes may have a different RRP.

CHANEL is not responsible for third party websites that link to or from the Sites. CHANEL does not endorse any such sites or the goods or services offered on such sites. CHANEL disclaims all responsibility for the accuracy of any of the information provided on such linked sites and any goods or services provided or purchased from such sites. CHANEL shall not be held liable or responsible for the content of any sites that link to or from the Sites.

CHANEL takes reasonable steps to ensure the accuracy of the information included in the Sites. However, CHANEL takes no responsibility for errors or omissions in the content of the Sites and does not guarantee the accuracy, completeness or timeliness of information provided on the Sites. Information provided on the Sites is subject to change at any time without prior notice.

The failure on the part of CHANEL to enforce any part of these Terms shall not constitute a waiver of any of CHANEL's rights hereunder for past or future actions.

Any dispute over the content or use of the UK Site shall be governed by the substantive laws of England and Wales, and the jurisdiction and venue of any such action shall be vested exclusively in the courts of England and Wales.

You acknowledge and agree that these Terms, together with our Privacy Policy, constitute the entire agreement between you and CHANEL with respect to the use of the Sites.

CHANEL may change these Terms at any time by posting changes on the Sites. Any changes are effective immediately upon posting. The continued use of the Sites constitutes your agreement to any revised Terms.

The Sites are not intended to provide any medical information about the skin or otherwise.

BY USING THE SITES, YOU SIGNIFY YOUR UNDERSTANDING AND AGREEMENT TO COMPLY WITH THE TERMS & CONDITIONS OF USE.
LAST UPDATED: February 2021
© CHANEL, 2021 All Rights Reserved

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Online Boutique Terms and Conditions

IMPORTANT! Please carefully read the following terms and conditions (“Terms”) governing your use (including access, browsing, and/or use of any interactive features) of those portions of the CHANEL website accessible at www.chanel.com, as well as and including any other CHANEL websites or web pages accessible through the CHANEL website or other promotional websites CHANEL hosts or sponsors such as pages on third party social networking services, directed at consumers in the United Kingdom, including those portions of the CHANEL website accessible by going to www.chanel.com and selecting “languages” and then your country in the appropriate region (collectively the “Sites”).

Please see the separate terms of use applicable to other country-specific or region-specific web pages available on those pages when you access them through www.chanel.com or through other promotional websites.

Use of the Sites is subject to these legally binding Terms and constitutes your agreement to be bound by and to act in accordance with these Terms. We reserve the right to change the Terms at any time. Any such changes will be posted on the Sites and you agree to be bound by such changes.

1. Privacy

Please read our Privacy Policy, which governs the manner in which we will handle any personal information that you provide to us.

2. Ownership Rights / Use of Sites Materials

The CHANEL companies worldwide (“CHANEL”) own all right, title and interest in and to the Sites and/or own the content and applications on the Sites (including on social network websites).

CHANEL owns all copyrights for all material on the Sites or has a valid right from a third party to use the material on the Sites. CHANEL also owns all trademarks, service marks, trade names, logos and domain names used on or in connection with the Sites or has a valid right from a third party to use any such material. Any modification or use of the materials from the Sites for any purpose not explicitly permitted is a violation of CHANEL's copyright and other proprietary rights.

No part of the Sites may be copied, reproduced, republished, uploaded, posted, transmitted or distributed in any manner whatsoever, except for viewing purposes, without the prior written consent of CHANEL. This prohibition also includes framing any content from the Sites, as well as unauthorized linking.

3. Disclaimer / Limitation on Liability

Use of and browsing in the Sites are at your own risk. Neither CHANEL nor any party representing or otherwise affiliated with CHANEL in creating or presenting the Sites are liable for any direct, indirect, special, punitive, incidental, exemplary or consequential damages arising out of your use of the Sites. To the extent permitted by law and without limiting any of the foregoing, everything on the Sites is provided to you on as “as is” basis, without warranty, either express or implied, of any kind, including, but not limited to, the implied warranties of merchantabilty, fitness for a specific purpose, freedom from computer virus, or non-infringement. Because some jurisdictions do not allow limitations on implied warranties, or limitation of liability for consequential or incidental damages, the above limitations may not apply to you. Please check your local laws.

Solicited information that you submit to CHANEL by email in order to register or sign up, to submit appropriate questions to the Sites, and/or to purchase products, as applicable, are subject to our Privacy Policy. All unsolicited reviews, comments or other submissions, including ideas, concepts, techniques, know-how and the like, shall not be treated as confidential by CHANEL and CHANEL may use such materials in any manner that it deems appropriate. For more information on this topic, please see our Privacy Policy.

4. Price Information

Prices displayed on the UK Site are shown in pounds sterling (£) and unless otherwise indicated, include appropriate Value Added Tax (VAT) at the rate prevailing when the UK Site was last up-dated.

Prices shown are Recommended Retail Price (RRP), inclusive of VAT. As such, they are provided for indicative purposes only, have no contractual value, and are subject to change without notice.

The retail prices at Chanel’s Watch and Fine Jewellery Boutiques would normally correspond to the RRP (inclusive of VAT). Any RRP prices given on the UK Site for Watches and Fine Jewellery correspond to a size “no. 52” or “Medium” accordingly, smaller or larger sizes may have a different RRP.

5. Links

CHANEL is not responsible for third party websites that link to or from the Sites. CHANEL does not endorse any such sites or the goods or services offered on such sites. CHANEL disclaims all responsibility for the accuracy of any of the information provided on such linked sites and any goods or services provided or purchased from such sites. CHANEL shall not be held liable or responsible for the content of any sites that link to or from the Sites.

6. Accuracy of Information

CHANEL takes reasonable steps to ensure the accuracy of the information included in the Sites. However, CHANEL takes no responsibility for errors or omissions in the content of the Sites and does not guarantee the accuracy, completeness or timeliness of information provided on the Sites. Information provided on the Sites is subject to change at any time without prior notice.

7. No Waiver

The failure on the part of CHANEL to enforce any part of these Terms shall not constitute a waiver of any of CHANEL's rights hereunder for past or future actions.

8. Jurisdiction

Any dispute over the content or use of the UK Site shall be governed by the substantive laws of England and Wales, and the jurisdiction and venue of any such action shall be vested exclusively in the courts of England and Wales.

9. Miscellaneous

You acknowledge and agree that these Terms, together with our Privacy Policy, constitute the entire agreement between you and CHANEL with respect to the use of the Sites.

CHANEL may change these Terms at any time by posting changes on the Sites. Any changes are effective immediately upon posting. The continued use of the Sites constitutes your agreement to any revised Terms.

The Sites are not intended to provide any medical information about the skin or otherwise.

BY USING THE SITES, YOU SIGNIFY YOUR UNDERSTANDING AND AGREEMENT TO COMPLY WITH THE TERMS & CONDITIONS OF USE.
LAST UPDATED: February 2021
© CHANEL, 2021 All Rights Reserved

PART B : ONLINE BOUTIQUE TERMS AND CONDITIONS

1.1 Welcome to the CHANEL website www.chanel.com/gb/ (the "CHANEL Online Boutique" or the "Site"), from which you can purchase CHANEL branded fragrance, beauty and eyewear products and CHANEL watches and fine jewellery pieces (the "Products") and/or can book “Experience CHANEL” events, classes and services (“Services”). The Products and Services sold on the CHANEL Online Boutique will be provided to you by Chanel Limited ("CHANEL", "We", "Our", "Us"). Chanel Limited is a company registered in England and Wales under registration number 00203669. Our registered address is 5 Barlow Place, London, W1J 6DG and Our VAT number is GB217856541.

1.2 For any questions relating to the use of the Site, an order for Products and/or Services (“Order”) or about CHANEL more generally, please contact Our Client Service team which can be reached from Monday - Friday from 9am – 6pm on the following number 0800 028 5005 free of charge. This service can also be accessed from the Site or by email at the following address: Online.boutique@chanel.co.uk. For queries relating to Watches and Fine Jewellery orders, please contact Our Watches & Fine Jewellery Client Care Team either by email at watchesandfinejewellery@chanel.com or by phone at 020 7499 0005.

2.1 ACCEPTANCE OF TERMS

These terms and conditions ("Terms") are the terms on which We sell the Products and/or Services to you. Please read these Terms carefully before ordering any Products and/or Services. You should keep a copy of these Terms for future reference. Click here to print or download them.

These Terms may be changed from time to time where it is necessary for us to do so for legal or regulatory reasons. The Terms applicable to any Order from the Site for Products and/or Services are those that you agree to when placing your Order. These can be accessed from the Order confirmation email We will send you once you have placed your Order.

These Terms are only available in the English language.

2.2 THE ORDER PROCESS AND ORDER CONFIRMATIONS

2.2.1 Your Order constitutes an offer to Us to purchase the Product and/or Services. All Orders are subject to availability and to acceptance by Us. We will send you an email acknowledging receipt of your Order. Please note that this does not constitute acceptance by Us. The contract for purchase of the Product and/or Services is formed when We send you an email confirming your Order.

2.2.2 If you do not receive an email acknowledging receipt of your Order or an email confirming your Order please check your junk email or email account settings. If you have still not received any email from Us, please contact Our Client Care Team either by Email at Online.boutique@chanel.co.uk or by phone at 0800 028 5005. For queries relating to Watches and Fine Jewellery orders, please contact Our Watches & Fine Jewellery Client Care Team either by email at watchesandfinejewellery@chanel.com or by phone at 020 7499 0005.

2.2.3 If a Product and/or Service you wish to purchase is no longer available We will inform you by telephone or via email as soon as possible. Where this is the case, you will not be charged for the Product and/or Service (unless you have paid via Paypal subject to paragraph 4.4, in which case you shall be refunded the full amount) and you will be given the option to request that We inform you of the future availability of the Product or Service via email.

3.1 REGISTRATION, PASSWORDS AND SECURITY

When you place an Order on the Site, you will have the option to check-out as a guest or to create a client account (“Client Account”). Setting up a Client Account is an easy process and you simply need to complete your details in the My Account section of the Site.

You are responsible for maintaining the confidentiality of your Client Account password and user name and are responsible for all activities that are carried out under them. We do not have the means to check the identities of people using the Site and will not be responsible for losses suffered by you where your password or user name is used by someone else unless this is due to Our negligence. You agree to notify Us immediately by email to Online.boutique@chanel.co.uk, or by phone on 0800 028 5005 if you become aware of or suspect any unauthorised use of your Client Account.

3.2 YOUR PROMISES TO US

You confirm that:

• 3.2.1 you are over 18;

• 3.2.2 all information and details provided by you to Us (including on creating a Client Account) are true, accurate and up to date in all respects and at all times. You can amend your personal details in your Client Account at https://www.chanel.com/gb/login/

• 3.2.3 you are the holder of a valid credit or debit card.

You agree that in using the Site you will not:

• 3.2.4 use the Site for any unlawful purpose;

• 3.2.5 access or attempt to access the accounts of other users or to penetrate or attempt to penetrate the Site’s security measures; or

• 3.2.6 use the Site and any Product you purchase on it for any purpose other than your personal use. This means that We reserve the right to limit the number of items of a single Product you order and limit the total number of Products purchased in one Order to twelve (12) fragrance and beauty Products, or four (4) eyewear Products, or three (3) fine jewellery Products, or two (2) watch Products and that you should not resell any Products.

3.3 We reserve the right to suspend, restrict or terminate your access to the Site at any time without notice if We have reasonable grounds to believe you have breached any of these restrictions. This shall not limit Our right to take any other action against you that We consider appropriate to defend Our rights or those of any other person.

3.4 INTELLECTUAL PROPERTY

• 3.4.1 CHANEL and its affiliated Chanel companies (collectively The Chanel Companies) own all intellectual property rights in the Products, the Site as a whole and its content, including but not limited to all copyright, design and trade mark rights in names, logos, designs, texts, data compilations, graphics, audio clips, films, photographs, animations, illustrations, drawings, software and computer codes (“Content”), or have been granted all necessary licences to use the same.

• 3.4.2 Use of the Site and its Contents grants you no rights in relation to the intellectual property in the Site. Subject to paragraph 3.4.3, you may not copy, reproduce, duplicate, modify, edit, republish, download, post, broadcast, record, transmit, sell, exploit, or distribute any part of the Site or its Content without Our prior written consent.

• 3.4.3 Subject to these Terms, We grant you a non-exclusive and revocable licence to use the Site for personal use only. Such licence does not permit you to use the Site for commercial use and/or purposes, When you use the Share function on the Site in order to share information from the Site via social media platforms (such as Facebook and Twitter), you acknowledge and agree that you will be sharing this content solely for personal use and/or purposes.

• 3.4.4 Your use of the Site and/or its Content must not in any way cause damage to the Site and its ability to function (including but not limited through the use of data gathering and extraction tools) nor prejudice or damage the reputation of The Chanel Companies or the Products.

• 3.4.5 The purchase by you of the Products from the Site does not entitle you to alter the nature of or repurpose the Product and resell the same. The resale of repurposed or altered Product may infringe the rights of CHANEL.

• 3.4.6 Use of Our intellectual property other than that permitted under this paragraph 3.4 may infringe The Chanel Companies’ rights in the Site and We reserve on Our own behalf and that of The Chanel Companies’ the right to take any appropriate legal actions to protect such rights.

3.5 LINKS TO AND FROM OTHER WEBSITES

• 3.5.1 You may link to pages on the Site where you wish to reference CHANEL products or content. However, if We request you to remove such links to the Site, you must do so immediately. If you fail to remove the links to the Site as requested by Us, we may block your link.

3.5.2 Other third party websites may provide links to the Site from time to time. You acknowledge that:

• 3.5.2.1 these websites are not under Our control and We therefore cannot exercise any control over the content of such website;

• 3.5.2.2 the inclusion of a link to the Site does not imply any endorsement of the material contained in such websites nor any association with their operators on Our part;

• 3.5.2.3 we will not be party to any transaction or contract with a third party that you may enter into via such sites; and

3.5.2.4 you agree that you will not involve Us in any dispute between you and the third party.

3.6 GIFT MESSAGE – FRAGRANCE AND BEAUTY AND EYEWEAR PRODUCTS

• 3.6.1 We provide a complimentary, gift message facility on all Orders, which is available for your own personal and strictly non-commercial use.

• 3.6.2 You are entirely responsible for the text and other content of your gift message to any third party and We accept no liability for any such content. If you choose to use the facility, you agree that your message will not contain any materials which may be interpreted as abusive, racist, obscene, defamatory, offensive, harassing, threatening, vulgar or which could cause distress or embarrassment to any person. You agree not to impersonate any person, including but not limited to any of our employees or customers.

• 3.6.3 Your message cannot exceed 200 characters and must not contain any material in which a third party owns the intellectual property rights (including but not limited to music lyrics in which copyright subsists).

• 3.6.4 Your message cannot be changed once your Order is placed. We have the right to refuse to send messages and to terminate access to the gift message service at any time and without liability to you. The gift message facility is currently only available in the English language.

3.7 OPTICAL FRAMES

For Optical Frames, please be aware that the frames shall be delivered with sample lenses with brand impressions which are not intended to be worn. You shall be responsible for having optical lenses fitted to the optical lenses.

3.8 E-GIFT CARD TERMS

• This e-Gift card is valid in United Kingdom on the Chanel.com Online Boutique for Fragrance, Beauty, Eyewear, Watches and Fine Jewellery products only.

The e-Gift card can be used for one or more purchases. It may be supplemented by another e-Gift card ordebit/credit card.

• It is valid for two years from the date of purchase. After this period, it can no longer be used.

• The e-Gift card may not be used for the purchase of another e-gift card or used to pay for CHANEL experiences or services.

• In the event of a refund of a product purchased entirely or partially with the e-Gift card, the e-Gift card will be refunded with the amount that was used from the e-Gift card to make the purchase.

• CHANEL reserves the right to cancel an e-Gift card order, or any order for CHANEL products using an e-Gift card, if we deem the e-Gift card order to be suspicious or fraudulent.

• E-Gift Card orders placed after 5pm may be processed and delivered to recipients on the next working day (weekends and bank holidays excluded).

4.1 The price of a Product and/or Service is the price stated on the Site at the time you place your Order except in the case of obvious error. We try and ensure that all prices on Our Site are accurate but errors may occur. If We discover an error in the price of a Product and/or Service you have ordered before formation of a contract between Us in accordance with paragraph 2.2 of these Terms We will inform you as soon as possible and give you the option of reconfirming your Order at the correct price or cancelling it. In the event that you cancel your order no payment will be taken from your card unless you have paid via Paypal, subject to paragraph 4.4, in which case you shall be refunded the full amount.

4.2 Prices on the Site are displayed in GBP (£) and are inclusive of UK Value Added Tax. Delivery charges are not included in the Product price. The total cost of your Order is the price of the Products ordered plus the applicable delivery charges depending on the delivery option you select (the charges are as set out in the Delivery Costs section of the Site). We will confirm the total cost of your Order (including delivery charges based on the delivery option you have selected) prior to your placing of the Order.

4.3 Please note that Product prices may change over time and the prices payable are those on the Site at the time of Order. If you have opted to create a Client Account, the prices displayed on the Orders page within the “My Account” section of the Site will be the price paid by you at the time of that particular Order being placed. Reordering a Product at a later date may therefore present a different price for the same Product at the checkout and, where the Terms have been changed as described in paragraph 2.1, may be subject to different Terms.

4.4 Full payment is required at the time of placing an Order. We accept payment credit card and debit cards (VISA, MasterCard, Maestro, American Express, Union Pay, JCB and Diners Club). We also accept payment via Apple Pay and PayPal. Please be aware, We do not accept PayPal as a method of payment for Watches and Fine Jewellery Products.

4.5 We have set up a secure payment system for all Orders made on the Site. Payments are made on an external platform via the payment provider Adyen and comply with PCI DSS security standards. Payment will be debited from your account either immediately once the Order is processed if you are paying by Paypal or at the time the Product is picked and packed in advance of the dispatch of the Product to you for all other payment methods. If you are paying via your PayPal account, you agree that you are responsible for payment for all Orders placed using your PayPal account username and password. As stated in paragraph 4.4, We do not accept PayPal as a method of payment for Watches and Fine Jewellery Products. If you are paying via your Apple Pay account, you agree that you are responsible for payment for all Orders placed using your Apple Pay passcode.

4.6 By placing your Order and making an offer to buy a Product, you authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time and this may include verification checks involving your debit or credit card number or credit reports in order to authenticate your identity; to validate your credit card; to obtain an initial credit card authorisation or re-authorisation; to protect you and us from fraud; and to enable us to arrange delivery of your Order to your nominated delivery address.

4.7 We will send you a copy of your invoice as an attachment to the Order confirmation email We send. In addition, where you have opted to create a Client Account, you will have the option to download your invoice from the ‘My Account’ section under "My Orders".

4.8 You confirm that the credit/debit card being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. Such validation checks may include Us calling you to verify that the credit/debit card belongs to You. If the issuer of your card refuses to authorise payment or we cannot verify your identity within 48 hours of contacting you, We will not accept your Order and We will not be responsible for any delay or non-delivery. We shall inform you of such non-acceptance by email. We are not obliged to inform you of the reason for the refusal.

4.9 We are not responsible for your card issuer or bank charging you as a result of Our processing of your credit/debit card payment in accordance with your Order.

5.1 Each Order for fragrance and beauty Products will be accompanied by samples of Our fragrance and beauty Products so that you can further explore the range of fragrance and beauty Products available on the Site. You will have the opportunity to express a preference as to which samples you wish to receive before placing your Order. Samples are however subject to availability and it may be necessary for Us to substitute your first choice of sample with an alternative which We hope will equally delight you.

5.2 All Orders are presented in signature CHANEL packaging: the origami bag or the signature box. The type of packaging will be allocated automatically depending on the size and quantity of fragrance and beauty Products within each Order. All fragrance and beauty Products in the Order are wrapped together within the same packaging. Individual fragrance and beauty Products cannot be wrapped separately.
During festive periods, CHANEL offers special wrapping. Please note that the visuals on the website are for reference only and only available while stocks last.

DPD - FRAGRANCE, BEAUTY AND EYEWEAR ONLY

6.1 We accept Orders for delivery to mainland UK and Northern Ireland (excluding The Channel Islands and the Republic of Ireland) only. We are also not able to make deliveries to PO Boxes or to companies offering international forwarding services.

6.2 Products will be dispatched by DPD unless you specify an alternative delivery option. Standard and nominated day deliveries are guaranteed within a 1-hour delivery slot (excluding Sundays and holidays) by DPD.
Delivery Costs. Prices shown on the Website do not include delivery. Our Delivery Costs and options are as follows:

Please click here for Our Delivery Costs and Options

Unless otherwise advertised, complimentary Standard delivery is only offered on any Order greater than or equal to fifty GBP (£50). Click & Collect service is also complimentary. The delivery costs are added to the total price of the Order at the Checkout.
6.3 Subject to successful verification checks of your credit/debit card and identity in accordance with paragraph 4.8 above, We shall do Our best to dispatch the Product to you as soon as possible after you place your Order, and in accordance with the delivery option you have selected when placing your Order. In any event we shall dispatch your Order no more than three (3) working days beginning on the day We confirm your Order. If We are unable to dispatch the Product within that time We will email you to let you know and to give you an estimated delivery date. In these circumstances you have the right to cancel the Order and receive a full refund.

6.4 You shall be informed by email/text when the parcel has been processed by DPD. You will have the option to change the date of delivery and nominate a person to take delivery of the Product on your behalf (within a limit of three (3) working days from the original scheduled delivery date).
In the event that you (or a person identified by you to take delivery of the Product on your behalf) are not available at the time of delivery, you will be contacted by DPD via SMS or e-mail to schedule a new delivery slot. Wherever possible, a notice will also be left at your address that delivery of your Order has been attempted.

6.5 As soon as the Product is delivered to you (or a person identified by you to take delivery of the Product on your behalf), you are responsible for it.

6.6 We want you to be happy with your purchase from Us. If you are unhappy with the Product or Order delivered in any way please contact Our Client Service at Online.boutique@chanel.co.uk, or 0800 028 5005 as soon as possible.

6.7 Please note that We are only able to investigate problems relating to your delivery with DPD for up to 14 days following your delivery. Failure to contact us within this period of time, may result in us being unable to verify your complaint.

CLICK AND COLLECT – FRAGRANCE, BEAUTY AND EYEWEAR ONLY

6.8 You may place an Order using our Click & Collect service. This service enables you to select and pay for Products online and collect later from one of the following CHANEL Boutiques:

• CHANEL Sloane Street Boutique 167-169 Sloane Street, London SW1X 9QF
• CHANEL Walton Street Boutique, 200 Walton Street, London SW3 2JL
• CHANEL Covent Garden, London WC2E 8RA
• CHANEL St Pancras International Station, London N1C 4QL
• CHANEL New Bond Street Boutique, 159 New Bond Street, London W1S 2UB
Please note that both the Click & Collect is currently only available at the above stated CHANEL Boutiques and not from any other retail outlets that sell CHANEL products.

6.9 When collecting a Click & Collect Order from your chosen CHANEL Boutique, you will be required to present the CHANEL confirmation email sent to you when your Order is ready to collect. If you are not able to present your confirmation email you will not be permitted to collect your Order.

6.10 You are able to nominate a person to collect your order on your behalf. They will also be required to present the CHANEL confirmation email sent to you when your Order is ready to collect.

CLICK AND COLLECT – WATCHES AND FINE JEWELLERY ONLY

6.11 You may place a Watches and Fine Jewellery Order using our Click & Collect service.

6.12 All Watches and Fine Jewellery Click and Collect orders can be collected from the Boutique at 173 New Bond Street, London, W1S 4RF. When collecting a Click and Collect Order from the Boutique at 173 New Bond Street, you will be required to present the CHANEL confirmation email sent to you when your Order is ready to collect and present proof of ID. If you are not able to present this your confirmation email or present ID as required, you will not be permitted to collect your Order.

Please note that the Watches and Fine Jewellery Click & Collect service is only available at the 173 New Bond Street Boutique and not from any other retail outlets that sell CHANEL products.

7.1 PRE ORDER PROCESS

There will be certain times when you will be given exclusive access to pre-order certain Products prior to their official public launch. Such pre-Orders are subject to availability and to acceptance by Us. Full payment is required at the time of placing any pre-Order.

We can only accept payment credit card and debit cards (VISA, MasterCard, Maestro, Union Pay, JCB and Diners Club) for pre-Orders. We cannot accept payment via America Express, Apple Pay or PayPal for pre-Order. The payment will be debited from your account at the time you place the pre-Order.

We shall dispatch your pre-Order within 14 days beginning on the day We confirm your pre-Order. If We are unable to dispatch the Product within that time We will email you to let you know and to give you an estimated delivery date. In these circumstances you have the right to cancel the pre-Order and receive a full refund.

For more information on pre-orders of CHANEL Watches and Fine Jewellery Products, please contact Our Watches & Fine Jewellery Client Care Team either by email at watchesandfinejewellery@chanel.com or by phone at 020 7499 0005.

8.1 We want you to be happy with your purchase from Us. If you are unhappy with the Product or Order delivered in any way please contact Our Client Service at Online.boutique@chanel.co.uk, or 0800 028 5005 as soon as possible for any Fragrance and Beauty or Eyewear orders, or Our Watches and Fine Jewellery Client Care Team either by email at watchesandfinejewellery@chanel.com or by phone at 020 7499 0005.

8.2 BEFORE DISPATCH

If you wish to change or cancel your Order prior to the Product(s) having been dispatched or collected you can either select the “cancel” option within the Site ‘My Account’ section, or contact Our Client Care Team with your Order number on 0800 028 5005 Monday - Friday from 9am – 6pm or on Online.boutique@chanel.co.uk (if the Order is made via the Site) for any Fragrance and Beauty or Eyewear orders, or Our Watches and Fine Jewellery Client Care Team either by email at watchesandfinejewellery@chanel.com or by phone at 020 7499 0005. Our teams can then discuss what practical options are available to you. In the event that your Order has already been dispatched or collected, please return your Order once received in accordance with Our Returns Policy below.

8.3 AFTER DISPATCH

We hope that you will be delighted with your Order. However, if you wish to return the Product(s), you have the right to return your Fragrance, Beauty and/or Eyewear Order within 30 days, or your Watches and Fine Jewellery Order within 28 days of the date of collection without giving any reason, even if the Product is not defective. This right is subject to certain conditions as set out below:

Fragrance, Beauty and Eyewear Orders

8.3.1 Your cancellation period will expire 30 days after the day on which you (or a person indicated by you to take delivery, other than the carrier) take delivery or collection of the Products. If your Order is delivered in multiple lots, the 30 days will start counting from the day on which you (or a person indicated by you to take delivery, other than the carrier) takes delivery of the final Products or collection of the final Products.

8.3.2 You must inform Us of your decision to cancel your Order by a clear statement prior to the end of the cancellation period. You may inform us by any of the methods below, however it will help Us to process your refund more quickly if you use Our online returns form which can be downloaded from the My Account section of the Site or by contacting Our Client Care Team either at Email at Online.boutique@chanel.co.uk, by phone 0800 028 5005 or by post at CHANEL Client Care Department, CHANEL LTD 5 Queensway, Croydon CR9 4DL.
The model cancellation form can be found by following this link. If you use this option, We will communicate to you an acknowledgment of receipt of such a withdrawal on a durable medium (e.g. by email) without delay.

8.3.3 You have taken reasonable care of the Product prior to return. In particular, this means that you should not have used the Product and any tags, labels or protective packaging should not have been removed. The Product must be complete and include all brushes, applicators, pouches or any other components that were originally supplied with the Product.

8.3.4 You must return the Product to Us without undue delay and in any event within 14 days of informing Us of your decision to cancel.

8.3.5 You must return the Product in suitable packaging to ensure it reaches Us in good condition. In order to ensure the Product reaches us in good condition in accordance with these Terms We recommend you use the original packaging you received the Product in to return it to Us.

Optical Orders

8.3.6 For optical frames we would not be able to accept returns if the sample lenses have been removed. We would not be able to accept returns once the optical lenses are fitted.

Watches and Fine Jewellery Orders

8.3.7 , You can return all or part of your order within 28 days from the date of receipt or collection. We are only able to accept refunds for Products that are unworn, in their original packaging and in perfect re-sellable condition, and that: (i) have not been worn, used or altered; (ii) have not been engraved or modified at your request; and (iii) is not a unique Product. Please note that, unless the Products are faulty, due to hygiene reasons, you do not have the right to return earrings.

8.3.8 To make a return, you will need to complete the return form enclosed with your package and return the Products to Our 173 New Bond Street Boutique, unopened in their original and unaltered condition, within their original packaging. Please be aware that We are only able to accept refunds of Products in store at 173 New Bond Street, London, W1S 4RF. Returns are not available via any alternative method and will not be accepted at any other retail outlets that sell Chanel products. Subject to these conditions being met, you will be refunded for returned goods and delivery costs paid on the initial order (except in the case of partial return). You are also able to inform us of your return request before returning the goods by contacting 173 New Bond Street Boutique; indicating the items and quantities returned, your name, address, order number, phone number and email address, if you are able to do so.

8.3.9 In case of an error with the content of your Order, or a damaged or defective Product, we kindly ask that you contact CHANEL 173 New Bond Street at 020 7499 0005, Monday - Saturday from 10:30am – 5:30pm or via email at 173nbs.wfj@chanel.com within twenty-eight (28) business days of receiving the order.

8.4 FAULTY PRODUCTS

Any Product We send to you should meet its description on the Site and be fit for purpose. If however a Product is faulty or does not meet the description given on the Site at the time you placed your Order, please contact Our Client Service Team as soon as possible on Online.boutique@chanel.co.uk or 0800 028 5005 with your Order number for Fragrance, Beauty or Eyewear Orders; or 173 New Bond Street at 020 7499 0005, Monday - Saturday from 10:30am – 5:30pm or via email at watchesandfinejewellery@chanel.com for Watches and Fine Jewellery Orders.

Faulty Fragrance, Beauty and Eyewear Products should be returned to Us at CHANEL Client Care Department, CHANEL LTD 5 Queensway, Croydon CR9 4DL. As per 8.3.8, We are only able to accept refunds of Watches and Fine Jewellery Products, whether faulty or defective, in store at 173 New Bond Street, London, W1S 4RF

Following receipt, We will refund the purchase price, delivery charge (if applicable) and any reasonable shipping costs you incur in returning the Product to Us. Please note that this does not include any costs incurred by you in returning the Products in person.

8.5 RETURNING THE PRODUCT(S).

We recommend that the Products are returned to Us using one of the methods described below:

8.5.1 Excluding Watches and Fine Jewellery Products, the Products may be returned to Us by post or courier to CHANEL LTD 5 Queensway, Croydon CR9 4DL along with the Return Form provided in the delivery package.
For your convenience, where you are returning Fragrance and Beauty or Eyewear Products, CHANEL shall either provide you with a prepaid returns label in the package that enables returns of the Product(s) at no cost (the "Prepaid Label") or where no prepaid returns label is included, shall send or email you the returns label or reimburse you for delivery costs for second class signed for delivery on receipt of proof of purchase. Please contact us by sending an email to Online.boutique@chanel.co.uk.

8.5.2 In store at one of the following CHANEL Boutiques only:

Eyewear & Mixed Eyewear and Fragrance & Beauty Orders
• CHANEL New Bond Street Boutique, 159 New Bond Street, London W1S 2UB

Fragrance and Beauty & Mixed Eyewear and Fragrance & Beauty Orders
• CHANEL Covent Garden, London WC2E 8RA
• CHANEL Old Spitalfields Market, 105A Commercial Street, London E1 6BG
• CHANEL St Pancras International Station, London N1C 4QL

Watches and Fine Jewellery
• CHANEL 173 New Bond Street, London, W1S 4RF

Please check our Store Locater page for more details.

Please note that returns will not be accepted at any other retail outlets that sell CHANEL products.

8.7 EFFECTS OF CANCELLATION.

If you cancel your Order in accordance with paragraph 8.3, We will reimburse to you all payments received from you, including the costs of delivery where applicable (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by Us or in the event you chose to keep one or more items from your Order).

We will make the reimbursement without undue delay and not later than:

(a) 14 days after the day We receive back from you any Products supplied, or
(b) (if earlier) 14 days after the day you provide satisfactory evidence that you have returned the Products.

We will make such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

8.8 PRODUCTS WHICH MAY NOT BE RETURNED

Unless the fragrance and beauty Products are faulty, you do not have the right to return fragrance and beauty Products which are sealed for health protection or hygiene reasons where their packaging is unsealed or any protective strip has been removed or damaged. This means that it will not be possible for Us to accept the return of any fragrance Product or other fragrance and beauty Product where the cellophane has been unsealed or other protective seal has been removed.

Unless the eyewear Products are faulty, you do not have the right to return altered or adapted eyewear Products, or eyewear Products, which have been customised or personalised to suit you or someone else if you have purchased the eyewear Products as a gift.

You do not have the right to return Watches and Fine Jewellery Products that have been worn, used or altered; that have been engraved or modified at your request; or that are a unique Product.

Unless earring Products are faulty or otherwise defective, due to hygiene reasons, you do not have the right to return earrings.

9.1 We accept liability for death or personal injury caused by Our negligence or that of Our employees and agents. We do not seek to exclude liability for fraudulent misrepresentation by Us or Our employees or agents.

9.2 You have certain rights under the law. These include that We have the right to supply the Product to you and that any Products supplied by Us will be of satisfactory quality and as described. You have certain legal remedies if we breach any of these rights. Nothing in these Terms is intended to affect these legal rights or other rights to which you may also be entitled, for example to damages or specific performance.

9.3 If We breach these Terms We shall only be liable for losses which are a reasonably foreseeable consequence of such a breach, up to a maximum of the greater of £100 or the total value of the Order. Losses are foreseeable where they could be contemplated by you and Us at the time of entering into this Agreement.

9.4 WE ARE NOT RESPONSIBLE FOR:

9.4.1 losses not caused by Our fault;

9.4.2 losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and Us at the time of entering into this Agreement, for example loss of profits or loss of opportunity;

10.1 If you breach these Terms and We take no action against you, We will still be entitled to use Our rights and remedies in any other situation where you breach these Terms.

10.2 If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.

10.3 These Terms are not intended to give rights to anyone except you and Us.

10.4 Complaints and disputes

10.5 We will do Our best to resolve any disputes in relation to these Terms. If you wish to take court proceedings against Us you must do so within the United Kingdom. If you live in England or Wales the laws of England and Wales will apply and if you live in Scotland, Scottish law will apply.

Please see Our Privacy Policy regarding the treatment of your personal information. In addition to this, please note that in order to fulfil your Order it will be necessary for Us to share your contact details (address, email and phone number) with Our nominated delivery partner, DPD or our nominated concierge partner Toshi (where you opt for our concierge service). If you have any questions or concerns in relation to this please contact Us by sending an email to privacy@chanel.com calling us at 0800 028 5005 or writing to Us at Chanel Ltd, Queensway, Croydon, CR9 4DL, Attn: Consumer Relations.

The Site offers a “click to call” service, which connects you by telephone to Our Client Service Team (hereinafter referred to as “Click to Call”) and also a live chat service, which connects you to an online conversation with Our Client Service Team (hereinafter referred to as “Click to Chat”). Both the “Click to Call” and “Click to Chat” services analyse your use of the Site to assist Us with your query and also to provide you with help when navigating the Site. The services use a system which collects data generated by the cookies and JavaScript relating to your use of the Site (including your IP address) which analyses your use of the Site in real time. The data collected will be forwarded to and stored on servers belonging to a CHANEL service provider located within the European Union. This service provider will use the information for the sole purpose of analysing your use of the Site and for compiling reports on your activity on the Site. We may disclose this data to third parties when required to do so by law or when these third parties process the data on behalf of CHANEL. You may deactivate the use of the “Click to Call” or “Click to Chat” cookies using the link here. By doing so you understand that CHANEL would no longer be able to provide the “Click to Call” or “Click to Chat” services to you.

If you use the “Click to Call” or “Click to Chat” service, we’ll also collect your name and phone number and/or email address, if you choose to provide it. Your name and personal information will be used solely for the purpose of providing the “Click to Call” or “Click to Chat” service.

By using the Site and “Click to Call” or “Click to Chat” services, you give your express consent to the processing of your data by CHANEL, under these Terms and for the purposes described above. The data collected by CHANEL in the context of the “Click to Call” or “Click to Chat” services shall not be used by CHANEL or its service providers other than in order to provide you with the services described above.

For any specific queries related to Watches and Fine Jewellery Products, you are advised to contact 173 New Bond Street Boutique at 020 7499 0005, Monday - Saturday from 10:30am – 5:30pm or via email at watchesandfinejewellery@chanel.com.

13.1 The following terms and conditions govern the submission by you of your opinions, suggestions, recommendations and/or reviews (“Product Reviews”) of CHANEL branded fragrance and beauty Products which you have purchased from the Site. These Terms apply to all Product Reviews submitted.

13.2 To be able to leave a Product Review on one of the Products, you must have bought the Product in question from the Site within the last year.

13.3 If you bought the Product using a guest account on the Site, you should create a customer account first in order to be able to leave a Product Review.

13.4 Your Product Review must contain a minimum of 10 characters.

13.5 You agree that the content that you send as part of your Product Review may be used by Chanel for the purpose of analysing the satisfaction of its customers. This may include the CHANEL Client Care team contacting you directly to discuss your experience.

13.6 By submitting a Product Review, you acknowledge and agree that:

13.6.1 you will personally write and submit an independent, honest and unbiased review of the Product;

13.6.2 you will not delegate to anyone else the opportunity to write or submit a Product Review on your behalf.

13.6.3 You are the sole author and/or owner of all the intellectual property rights in the content within your Product Review;

13.6.4 The Product Review does not infringe any third party rights;

13.6.5 all "moral rights" that you may have in such Product Review (including but not limited to the right to be attributed) are voluntarily waived by you.

13.6.6 that all the content you submit in your Product Review is true and accurate;

13.6.7 you are over 18;

13.6.8 that the use by Chanel of your Product Review does not violate these Terms and will not harm any person or entity.

13.7 You acknowledge and agree that all Product Reviews submitted by you are accurate and should not include any content:

13.7.1 Which relates to your service experience with Chanel, including but not limited to product selection, availability, pricing, ordering or delivery;

13.7.2 that infringes any copyright, patent right, trademark, business secret, trade secret and/or any other intellectual property rights, publicity rights of any third party and/or any confidentiality agreements;

13.7.3 that violates any applicable law or regulation (including, but not limited to, those which regulate consumer protection, unfair competition, discrimination or false advertising);

13.7.4 that can reasonably be considered to be defamatory, derogatory, inciting hate, biased, discriminatory, abusive, offensive or insulting, in particular with regards to race, sex, gender or religion, or content that might be considered to be harassment or threats against any individual, person, agreement, partnership or business;

13.7.5 for which you have been paid of have received compensation by a third party not approved by Chanel;

13.7.6 that includes information referencing websites other than the Site (including HTML code, computer script or website URLs);

13.7.7 which is spam or advertising;

13.7.8 which includes third party brand names or trade marks;

13.7.9 which includes references to any products other than the Product to which the Product Review relates;

13.7.10 which impersonates others or includes personal information about anyone, including yourself, such as phone numbers, postal addresses, credit card numbers, email addresses or any other information allowing the identification of a person

13.7.11 that includes any comment on the medical or pharmaceutical performance of the Products;

13.7.12 that includes an unsupported claim about the Product’s effect other than that for which it is indicated;

13.7.13 that contains viruses, worms or other potentially harmful programmes or computer files;

13.7.14 that contains information on product selection, availability, price, promotions, ordering delivery or other fulfilment issues;

13.7.15 that contains information about Chanel’s suppliers or manufacturers.

13.8 Publication of Product Reviews

13.8.1 The contents of the Product Reviews must not breach these Terms.

13.8.2 Product reviews will be published on the Site and/or on Chanel’s affiliated retailer websites.

13.8.3 In submitting a Product Review, you understand and agree that:

13.8.4 each Product Review will be moderated by Chanel before its publication in order to verify that if conforms with the publication criteria listed above. The Product Reviews will be published irrespective of their rating, provided that they respect the publication criteria and these Terms.

13.8.5 Chanel shall either edit out parts of any Product Review which breaches these terms or not publish a Product Review in its totality which breaches these terms. This shall not limit Chanel’s right to take any other action against you that Chanel considers appropriate to defend its rights or those of any other person.

13.8.6 you grant to Chanel and its affiliated companies a perpetual, irrevocable, royalty-free, transferable right and licence to use, reproduce, copy, duplicate, modify, delete all or part, adapt, publish, translate, create derivative works from as well as the right to license, sub-license, sell, distribute, integrate and/or incorporate such content into any form, using any medium or technology throughout the world without compensation to you. Such licence includes the right to sublicence the Product Review to Chanel’s affiliated retailers for use on their websites in accordance to with any terms and conditions provided by Chanel.

13.8.7 You recognise that you, and not Chanel, are solely responsible for the content of your Product Review. No part of the Product Review that you send shall be subject to an obligation of confidentiality on the part of Chanel (including its executives, directors, agents, shareholders, affiliates, joint companies, employees, partners or third party service providers, as well as their respective directors, representatives and employees).

13.8.8 Chanel undertakes not to pay you in order to incentivise you to leave a Product Review.

13.8.9 The Product Reviews shall be published between 48 and 72 hours after submission on average. The process may be longer if the Product Review has to be examined in detail by the dedicated Chanel team.

13.8.10 The Product Reviews are uploaded on the Site in chronological order.

13.8.11 Once a Product Review is published on the Site, users have the option, through a link, to say if they have found it useful or not.

Ordering & Payment

14.1 Once you have selected the Products you would like to purchase, our Beauty Assistants will confirm with you the total cost of your Order, including the price of the Products ordered plus any applicable delivery charges depending on the delivery option you select. We will confirm the total cost of your Order (including delivery charges based on the delivery option you have selected) prior to you providing your payment details.

14.2 We accept payment credit card and debit cards (VISA, MasterCard, Maestro, American Express, Union Pay, JCB and Diners Club).

14.3 We have set up a secure payment system for all remote Orders made over the phone. Payment details are made directly into our payment provider’s platform and none of your personal or payment details will be written down. Payment will be debited from your account once your payment has been successfully processed as will be indicated to you by the Beauty Assistant.

14.4 By placing your Order, you authorise us to transmit information about you and this may include verification checks involving your debit or credit card number or credit reports in order to authenticate your identity; to validate your credit card; to obtain an initial credit card authorisation; to protect you and us from fraud; and to enable us to arrange delivery of your Order to your nominated delivery address.

14.5 We will provide you with the physical receipt within your delivery as confirmation of your payment.

14.6 You confirm that the credit/debit card being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise, We will not accept your remote Order.

14.7 We are not responsible for your card issuer or bank charging you as a result of Our processing of your credit/debit card payment in accordance with your Order.

14.8 The contract for purchase of the Product is formed once we have successfully taken payment from you. Delivery and Collection

14.9 We accept Orders for delivery to mainland UK and Northern Ireland (excluding The Channel Islands and the Republic of Ireland) only, and subject to you agreeing the applicable delivery fee. We are also not able to make deliveries to PO Boxes. We can only accept Orders for same day delivery to London zones 1 - 2.

14.10 Products will be dispatched by DPD unless you select the same day delivery option. Standard deliveries are guaranteed within a 1-hour delivery slot (excluding Sundays and holidays) by DPD. Delivery Costs are dependent on your location and will be quoted to you by phone or email before you place your Order.

14.11 We shall do Our best to dispatch the Product to you as soon as possible after you place your Order, and in accordance with the delivery option you have selected when placing your Order. If We are unable to dispatch the Product within that time We will phone or email you to let you know and to give you an estimated delivery date. In these circumstances you have the right to cancel the Order and receive a full refund.

14.12 If you have consented to your information being shared with our courier partner, You shall be informed by email/text when the parcel has been processed by the courier partner.

14.14 As soon as the Product is delivered to you (or a person identified by you to take delivery of the Product on your behalf), you are responsible for it.

14.14 When collecting an Order from the Covent Garden Boutique, please respect any timings and instructions that you have been provided with. You are able to nominate a person to collect your order on your behalf. Please phone or email the Covent Garden Boutique to notify them of this.

Return & Refunds

14.15 Please see Clause 8 (Cancellation, Returns and Refunds) of these Terms.

General

• 14.16 You confirm that:

• 14.11.1 you are over 18;

• 14.11.2 all information and details provided by you to Us are true, accurate and up to date in all respects and at all times.

• 14.17 The other following Terms will also apply to any remote Order you make from our Covent Garden Boutique:

• Clause 2 (About these Terms and Conditions)
• Clause 10 (Our Legal Obligations and Limited on our Liability to you)
• Clause 11 (General)
• Clause 12 (Personal Data and Privacy)

For information relating to Watches and Fine Jewellery remote sales, please contact the CHANEL Watches and Fine Jewellery Boutique at 173 New Bond Street at 020 7499 0005, Monday - Saturday from 10:30am – 5:30pm or via email at watchesandfinejewellery@chanel.com for Watches and Fine Jewellery

In addition to CHANEL’s main Terms and Conditions, available at https://services.chanel.com/en_GB/policies/legal, the following Terms and Conditions shall apply to Experience CHANEL, including both virtual and in person bookable services.

15.1 ATTENDANCE AT EXPERIENCE CHANEL

15.1.1 Deferral Policy

In the event that you are unable to attend a class for which you have paid in full, CHANEL will permit one date change to a future date, availability permitting. Seven days’ notice must be given. Notice of less than seven days will be classified as non-attendance, and no amendments to the booking will be accepted.

Please note you can only amend a booking for the same class, changing date and time, with the same number of attendees. If you wish to reduce or increase the number of attendees, you will need to cancel and rebook the event (see paragraph 3 below).

15.1.2 Late Arrival

Please arrive 15 minutes prior to the start of your class. Classes start promptly at the time indicated in the confirmation email of your booking. In order to minimise disruption to the learning environment, late admission will be at the discretion of the supervising Manager. In the event that late admission is not permitted, no refund will be given. You may be able to defer your booking to another date, availability permitting. This will be at the discretion of the CHANEL Manager.

15.1.3 Non-Attendance

Refunds will not be given in the event of non-attendance. Please see our Cancellation Policy at paragraph 3 below.

15.1.4 Unforeseen Circumstances

On rare occasions, we may need to cancel an Experience CHANEL event due to unforeseen circumstances or circumstances beyond our control including, but not limited to, mandatory store closure. We will provide you with as much notice as possible when this happens and you will be offered the choice of a transfer to another course date (must be the same course or of equal value), or a full refund. For a full list of Experience CHANEL events, please go to https://www.chanel.com/gb/storelocator/fragrance-beauty-boutiques/

15.1.5 COVID-19

The wellbeing of our clients and employees remains our absolute priority and appropriate measures are in place to ensure our clients and employees are kept as safe as possible. An enhanced cleaning and hygiene programme will be in effect in our stores, including hand sanitiser stations and face coverings for all employees. While face coverings are not mandatory for clients, we encourage our clients to wear a face covering whilst inside the Chanel store and practice good hygiene during the course of the event. Anyone experiencing COVID-19 symptoms or is required to self-isolate in accordance with UK Government rules must not attend an in person event and should communicate this reasoning to CHANEL in advance where possible.

15.2 PAYMENT TERMS

15.2.1 Full payment is required at the time of making a booking with Experience CHANEL. All events are inclusive of VAT where applicable.

15.2.2 You can make all Experience CHANEL event bookings online on the storelocator via the online booking form.

15.2.3 Please note we accept Visa, Mastercard and American Express.

15.2.4 The equivalent value of all in person Experience CHANEL events are redeemable against purchase of CHANEL products, unless expressly specified. Such value can only be redeemed against CHANEL products available for sale within the CHANEL Covent Garden Boutique and must be redeemed on the day of the event. It is not possible to carry over any redeemable value not utilised in full or in part to a later date or to another CHANEL Boutique. For the avoidance of doubt, the value of online Experience CHANEL events cannot be redeemed against customer purchases.

15.3 CANCELLATION AND REFUND POLICY

15.3.1 A full refund will be given if you cancel at least seven days prior to your Experience CHANEL event. Should you need to cancel your booking, please contact CHANEL Client Care on 0800 028 5005 or follow the link in your confirmation email.

15.3.2 A full refund will also be given in the event cancellation of the event by Chanel as a result of Unforeseen Circumstances as set out in clause 1.4 above. Should you choose to have a refund rather than transfer to another event, the refund will be credited to your original payment method within 3-5 days of your cancellation. Please note that some banks may take longer to credit your account.

15.3.3 No part refunds will be given for any events.

15.3.4 Refunds will not be given under any other circumstances.

15.4 DATA PROTECTION AND PRIVACY

15.4.1 Information on how we process your data including your data subject rights, can be found in our Privacy Policy

15.4.2 If you are attending an in person event, we encourage you to take and share pictures of your experience. However, we please ask that you respect the privacy of the CHANEL host and the other attendees by not taking any pictures or videos which include the CHANEL host and/or the other attendees without their consent.

15.4.3 Online Client Experiences

The following terms shall apply to any Experience CHANEL events held online. Hereby referred to as “Online Client Experiences”.

You agree that CHANEL may record your Online Client Experience and use, share, reproduce and display the Online Client Experience video (which may include images and likeness of you) for its internal purposes only. For more information on how CHANEL processes your personal data please see our Privacy Policy.

You agree that you shall not make or keep any screen or audio recordings of the Online Client Experience yourself.

You agree that you shall respect the privacy of the CHANEL host and the other Online Client Experience attendees by not taking any screenshots of the Online Client Experience, whether that be of the in-meeting chat, the host or any of the participants displays.

15.5 GENERAL

15.5.1 All clients attending an in person event at a CHANEL boutique must be aged 18 or over, or alternatively must be accompanied by an adult over the age of 18. Chanel may require you to provide proof of age in order to attend the event. Failure to comply with this obligation will result in the client being refused entry to the Experience CHANEL event. No refund will be given. In the event you are underage at the date of the event (and not accompanied by a supervising adult), you may be able to defer your booking to another date within a 3 month period, availability permitting. This will be at the discretion of the CHANEL Manager.

15.5.2 All clients attending Online Client Experiences must be aged 18 or over.

15.5.3 Prior to the event, you must inform us if you have any sensitivities, allergies and medical conditions. CHANEL may be unable to carry out certain services if you are suffering from any skin conditions, are taking certain medications, or have had recent tattoos or piercings. If any service is found to be unsuitable, CHANEL will recommend an alternative where possible and subject to availability. CHANEL will not be held liable for any losses or damage that is incurred due to your failure to inform CHANEL of any known allergy or condition.

Modern Slavery Act

BUSINESS AND VALUE CHAIN

Chanel Limited is a private company, headquartered in the UK (together with all of its subsidiaries, the "Company" or “Chanel”), and a leader in creating, developing, manufacturing, and distributing luxury products of the finest quality and highest level of craftmanship through its three business activities: Fashion, Fragrance and Beauty, and Watches and Fine Jewellery.

Chanel’s core values remain historically grounded in exceptional creation. Chanel invests in the excellence of its products and favours a long-term approach to ensure the longevity of the CHANEL brand, promoting culture, art, creativity, and ‘savoir-faire’ throughout the world and investing significantly in people, R&D, sustainable development and innovation. At the end of 2022, Chanel employed more than 32,000 people across the world.

Chanel’s value chain revolves around two pillars: ‘Direct Procurement’, which includes the sourcing of raw materials, components, and finished goods for the manufacture of the products of its three business activities; and ‘Indirect Procurement’, which includes all other goods and services used for the promotional, marketing, distribution and operational activities of the company. The breakdown of suppliers for each of these activities is as follows:

• The Fashion business carries out six activities: Haute Couture, Ready-To-Wear, Leather Goods, Shoes, Fashion Accessories and Eyewear. It partners with over 2,000 suppliers, of which approximately 15% are direct suppliers (tier 1), mostly located in France and Italy.
• The Fragrance and Beauty business has over 600 suppliers, of which approximately 52% are direct suppliers (tier 1), supporting its sourcing and manufacturing activities in the following categories: raw materials, packaging, event packaging and manufacturing sub-contracting.
• The Watches and Fine Jewellery business carries out manufacturing activities in the following three categories: watches, precious jewellery and high jewellery. It has over 400 suppliers, of which approximately 30% are direct suppliers (tier 1) providing gold and other precious metals, diamonds, pearls and other gemstones.
• Indirect Procurement includes a broad range of activities from promotional, marketing, distribution, printing, boutique construction and general services, to maintenance, information technology contracts, transportation and logistics, meeting and events, professional services, real estate, and equipment. It partners with over 20,000 suppliers globally.

HUMAN RIGHTS IN THE VALUE CHAIN

Chanel is committed to respecting human rights at work across its whole value chain, as defined by the International Labour Organization’s (ILO) eleven fundamental conventions. This commitment is rooted in its responsible sourcing and procurement decisions and practices and is shared with Chanel’s partners. Beyond expecting suppliers to comply with Human Rights Due Diligence standards, Chanel aims, when possible, to support them in progressively strengthening their own labour management policies and practices.

POLICIES

In line with Chanel’s commitment to promoting ethical business practices within its organisation and throughout its value chain, the company has designed and implemented two main policies:

• Our Ethics, the company’s internal code of conduct, re-launched in 2023 in over 20 languages, with a campaign endorsed by the entire Chanel leadership team, provides the legal and ethical principles to be followed by everyone at Chanel. Our Ethics reflects the company’s core values and expectations, including compliance with all applicable laws and regulations everywhere we operate. This includes all labour and employment-related laws, such as those relating to wages and hours worked, non-discrimination, immigration and work authorisation, collective bargaining, health and safety and privacy
• The company’s Responsible Procurement Policy, in alignment with Our Ethics, sets out the standards Chanel expects all business partners and suppliers to uphold on general compliance with applicable laws, rules and regulations regarding issues related to all applicable labour and employment-related laws listed above. Alongside this, the policy also details expectations of all partners and suppliers to comply with laws, rules and regulations regarding other areas, including internationally recognised human rights, the environment and anti-corruption. Acknowledging that local labour laws can sometimes be less stringent than the international standards that protect human rights at work, the Responsible Procurement Policy also references the minimum requirements of the International Labour Organisation ("ILO")’s eleven fundamental conventions and other relevant reference standards.

The Corporate Sustainability, Legal and Business Ethics departments together design the above policies and are supported in their deployment by specialist teams involved in the business and regional activities of Chanel. The policies are reviewed on a regular basis to ensure they are fit for purpose and aligned with the highest standards.

GOVERNANCE ON SUSTAINABILITY ISSUES

Senior leaders at Chanel are committed to the Company’s sustainability agenda, which includes a commitment to acting ethically and with integrity in everything we do and to building a resilient and sustainable business. Examples of the governance to support this is outlined below:

• Sustainability, which includes business ethics, is one of five performance drivers of the Company. This means that sustainability (non-financial) performance is included alongside financial results when we report our performance internally and externally, and it impacts the company bonus distributions.
• To ensure sustainability is truly embedded into Chanel’s core business strategy, the topic is regularly addressed in dedicated meetings at the Executive Committee and at Board meetings. The Chief Sustainability Officer is a member of the Executive Committee.
• Internal audit and the Responsible Supplier Program team report annually on their work and action plan follow-ups to the Audit Committee, a committee of the Board.
• Global and Local Compliance Committees manage the governance of, and any non-compliance with, matters included under Our Ethics’ and the Company’s underlying policies derived therefrom.

The United Nations Guiding Principles for Business and Human Rights (UNGPs) continue to inform Chanel’s Human Rights Due Diligence approach, through which the Company continuously identifies, addresses and monitors social issues in its value chain. It includes, but is not limited to, the processes, practices and programmes described below.

INTERNAL COMPLIANCE PROCESSES

• Compliance screenings of new suppliers are carried out globally by the Finance and Legal and Business Ethics teams. These assess a supplier’s financial record as well as whether they are subject to sanctions, are politically exposed persons, or have been involved in any criminal activities such as corruption issues, have been subject to regulatory enforcement actions and any other reputational issues. In 2023, we screened over 2,000 new or potential suppliers. In the event of an alert, the teams conduct a deeper analysis with support from external experts, where appropriate, to validate the reason for the alert. This analysis covers reported instances of modern slavery, human rights violations or unethical, or illegal employment practices. These reports also include any references to environmental degradation, in addition to bribery and corruption risks, or other criminal or regulatory enforcement action. If any alert is confirmed, a recommendation is made whether to restrict or cease the relationship with the supplier or if the implementation of other mitigation actions is required, and those recommendations are subsequently implemented.
• In 2023, all direct procurement teams were trained by the Legal and Business Ethics teams on supplier screening best practices. Where necessary, enhanced due diligence was carried out, supported by external experts.
• Legal and Business Ethics, People & Organisation, Finance and other members of management lead annual Compliance risk reviews with each business and regional activity teams. These reviews cover any legal or ethical compliance issues in the business and are informed by observations from supplier audits.
• As part of the procurement process, the Legal and Business Ethics department regularly reviews all contracts with third parties to ensure they integrate appropriate and comprehensive compliance clauses , requiring the third parties to comply with all relevant laws and regulations, including those on labour laws, such as wages, working hours, child labour, forced labour, health and safety, non-discrimination and freedom of association, as well as clauses on anti-corruption and protection of the environment.
• Continuous and regular training of Chanel employees on the content of Our Ethics has been undertaken at scale since 2015. This is also part of any new employee’s onboarding plan. In 2023, the re-launch of Our Ethics led to a global awareness campaign for all employees. In addition, the Legal and Business Ethics teams provided 104 in-person training sessions in 2023 to enhance understanding of key processes and policies.
Due diligence practices are also implemented directly by the direct and indirect procurement teams, in order to guarantee their sectoral and geographical relevance.

GRIEVANCE MECHANISMS

• Chanel employees are encouraged to raise any concerns directly to their manager, Human Resources Director, Legal representative or Compliance Officer, and Chanel strives to foster open communication amongst all of its employees, to ensure there is no fear of retaliation for reporting in good faith. In addition, the Chanel Ethics and Compliance Helpline offers all employees the possibility to report any concerns or breaches related to Our Ethics or any of its underlying policies, at local and global level, including on issues related to working conditions and well-being in the workplace. A dedicated web page is available in 20 languages and is accessible to all employees, in accordance with local regulations and practices. This helpline is administered by the Chief Compliance Officer and the Compliance Officers of each region. The credibility of each allegation is assessed by the relevant Compliance Committee and, where necessary, investigated in accordance with Chanel’s internal investigation policy on a case-by-case basis. Each allegation is followed up on by the Compliance Committees. If an investigation confirms a reported allegation, the Compliance Committees make a recommendation to the relevant department to take appropriate disciplinary sanctions and/or corrective action. A summary of investigations (number and nature) is also reported at global level and discussed at the Global Compliance Steering Committee.

For its Watches and Fine Jewelry business, Chanel applies the OECD guidelines for Responsible Supply Chains of Minerals from Conflict-Affected and High-Risk Areas (CAHRAs) and the five-steps framework for due diligence in its approach to human rights due diligence.

Chanel has been certified under the Code of Practices standard of the Responsible Jewellery Council (RJC) since 2011. The RJC is a non-profit organisation which aims to promote ethical, social and environmental practices that respect human rights across the jewellery supply chain, from mine to retail. This certification is voluntary and is renewable every three years. Initially applied to diamonds, gold and metals from platinum mines the standard now includes coloured gemstones and silver. The updated practices also include reinforced requirements on Human Rights Due Diligence in supply chains. As part of the certification process, the company policies and practices were reviewed and audited by an external third party.

RESPONSIBLE PROCUREMENT

Purchasing raw materials certified by third parties for their sustainability performance is one of the levers of the Company’s responsible sourcing strategy.

The Fashion business continues to work to implement stringent sustainability standards throughout its supply chain, from raw material origin through to distribution centres. For example, a proportion of the cashmere sourced by the business is Global Organic Textile Standard (GOTS) certified, which includes social compliance metrics such as decent work, fair wages, and health and safety. At raw material origin, Chanel has undertaken certification processes aligned with internationally recognised fair trade standards, such as Fair for Life.

Providing buyers with effective training is another important driver of Chanel’s responsible sourcing approach. Tailored modules are delivered to teams to provide them with a practical understanding of the main human rights issues which could expose workers in their purchasing categories..

TRACEABILITY

Traceability is vital for Chanel to source ingredients and materials of exceptional and unique quality, crafted by extraordinary know-how and skills. It is also an essential prerequisite to ensuring fair and sustainable conditions for production, and the first step of the risk management approach we implement in our supply chain.

The Fragrance and Beauty business has selected the Transparency One platform to map its entire portfolio of cosmetic raw materials and packaging components. As of December 2023, 75% of tier 1 suppliers were registered on this platform. In total, more than 2,050 suppliers have been mapped and more than 22,000 raw materials and components are included.

The Fragrance and Beauty business is also one of the driving actors behind the launch of the TRaceability Alliance for Sustainable CosmEtics (TRASCE), launched in 2023. This consortium brings together 15 key players in the cosmetics sector, brands and suppliers, to improve the traceability of supply chains for key components in formulas and packaging - aiming to accelerate the sustainable transformation of the industry.

The Fashion business has also developed its traceability approach, based on the principles: Know, Prove, Improve, to trace materials forward from origin through the value chain to end products, and from the product backwards through the supply chain to material origin. The approach uses blockchain technology and markers, amongst other tools.

SUPPLY CHAIN RISK ASSESSMENT

As the external and internal risk landscape evolve, we continue to focus on implementing and embedding a robust and synchronised integrated risk management framework, under the mandate of the Executive Committee and with the oversight of the Audit Committee of the Chanel Limited Board. This has allowed us to further strengthen the Company’s risk management activities for identifying, assessing, treating, monitoring, and reporting risks (including human and labour rights-related risks in our value chain), developing and operating the system of internal controls, and promoting a risk-aware culture across our business.

Under the integrated risk management framework, Chanel conducts complementary sustainability risk mappings using a common set of core criteria, in consideration of:
• External risk by country and sector of activity on criteria such as health and safety, environmental pollution, respect of human rights and corruption, based on external reference databases.
• Risks linked to the supplier’s activity and to the business relationship.

The risk mapping covers a selection of key suppliers with an established business relationship (tier 1) with Chanel, who are required to provide information regarding the traceability of their own supply chain (tier 2, tier 3, etc.).

Given that sourcing issues are often complex, local, and specific in nature, both Direct Procurement and Indirect Procurement complement this analysis with specific criteria and tools tailored to the issues they identify in their supply chains. The results of these sectoral risk mappings directly inform decision-making and shape priorities for the sustainable sourcing strategies of the business.

The business activities and regions continue to lead risk assessments within their area of the business.

The Fashion business have developed a sustainability risk analysis methodology to guide its decisions on sourcing raw materials. This covers labour rights including decent work, living wages and health and safety, using external references and databases such as the Social Hotspot Database, the UNICEF database and the Global Slavery Index.

In 2023, The Fragrance and Beauty business conducted a global risk assessment across certain upstream supply chains. Out of 25 risk categories, 11 have been identified as critical and as priorities (such as cybersecurity, loss of know-how or forced labour). In 2024, the business will work on governance and an action plan linked to these risks.

The Watches and Fine Jewelry business have conducted a Human Right Impact Assessment at the source of a strategic raw materials supply chain in the mining sector in 2022, which led to the implementation of an action plan in 2023. The exercise was conducted by labour rights experts, who carried out site visits and on-site interviews with workers.

In 2023 the teams managing Indirect Procurement in Chanel’s Europe markets also conducted a social risk assessment focused on gender-based discrimination and wages, with the support of the Fair Wage Network. This led to the identification of key markets to prioritise in the region’s Social Sustainability roadmap.

At market level, Chanel has conducted a social materiality assessment across UK based operations and value chain with an expert third party. This exercise includes consultation of internal and external stakeholders to identify and assess the specific social risks and challenges in the country and to identify priority areas to improve social sustainability across Chanel’s own workforce, value chain and consumers within the UK.

HUMAN RIGHTS IMPACT ASSESSMENTS

In order to understand the root causes of specific social issues and identify adapted remediation issues, we regularly conduct Human Rights Impact Assessments (HRIAs) in a selection of our supply chains with the support of external experts.

In 2023, the Fashion business conducted specific Human Rights Impact Assessments (HRIAs) with the support of external expertise, to assess actual and potential impacts to rights holders in countries identified as being high risk from a human rights perspective. The HRIAs were conducted in Italy with suppliers employing homeworkers. These assessments notably ensured that homeworkers benefited from working conditions that created opportunities and were equivalent to those of on-site workers.

In 2023, the Fragrance and Beauty business conducted two living wage assessments in collaboration with the Fair Wage Network, in Madagascar and in Mainland China. Living wage can be defined as a remuneration sufficient to afford a decent standard of living for the worker and her/his family, covering, for instance, food, water, housing, or health care. Living wages and incomes reduce the exposure of workers to the risk of becoming victims of modern slavery. In Madagascar, the assessment led to the decision to increase the purchasing price of vanilla so that a living income could be provided to vanilla producers. In China, a remediation plan was put in place to improve the supplier’s internal wage policies and practices and aim for the Fair Wage Network certification at site level.

SUPPLIER ASSESSMENT

To strengthen the monitoring of environmental, social and ethical issues that can occur in its supply chain, Chanel has continued to partner with the EcoVadis platform in 2023 regarding several sourcing business cases.

The objective of the EcoVadis rating methodology is to measure the quality of an individual supplier’s sustainability management system through its policies and programmes, including on social and labour management issues. It takes into account the material industry issues and the size and geographical span of the supplier’s operations.

Its ratings are based on supporting documentation provided by the supplier, and information published by NGOs, trade unions, international organisations, or local authorities. The EcoVadis performance ratings are progressively included as one criterion among others in Chanel’s supplier risk assessment tool and in supplier annual performance reviews.

In 2023, 66% of all direct suppliers of the Fragrance and Beauty business (raw material, packaging, event packaging and subcontracting) were members of the EcoVadis platform and shared their assessment results with Chanel.

In 2023, in close collaboration with the Responsible Supplier Program team at Corporate level, the Fashion business implemented a new dedicated organization within the business aiming to evolve and adapt supplier assessment practices, reinforce risks identification and remediation on upstream value chain, and define the appropriate approach to be set up for partners support and influence suppliers practices evolution.

SUPPLIER AUDITING

METHODOLOGY

Chanel has a dedicated Responsible Supplier Program team at the global corporate level. The Responsible Supplier Program team assists the Direct and Indirect Procurement in auditing certain suppliers’ and subcontractors’ compliance with all applicable laws and regulations, international human rights standards, and standards outlined in Chanel’s Responsible Procurement Policy. These audits provide recommendations for encouraging upstream partners to go further. Supply chain assessments are one mechanism Chanel uses to assess the effectiveness of its actions to identify and address modern slavery risk in its business and value chain.

The Responsible Supplier Program team is comprised of internal auditors and contracted external and specialised auditors. This enables the necessary geographical coverage and helps to ensure there is an appropriate level of expertise on local or sector-specific regulations, social and environmental issues, and respect for cultural, language, and supplier contexts. The auditors regularly exchange information to help ensure there is an appropriate level of knowledge sharing and consistency in the audit methodology and risk ranking of observations. In 2023, as part of their continuous professional development, the Responsible Supplier Program team participated in external trainings on topics such as forced labour and child labour in supply chains, and country-specific information on frequently encountered risks, to ensure greater vigilance during audits.

The supplier audits are conducted in accordance with internationally recognised, issue-based standards (e.g., ILO’s eleven fundamental conventions, SA8000 or ISO 45001 certifications related to social and occupational health and safety management, etc.), and industry specific standards (e.g., Leather Working Group), and are structured across four pillars:

1. Health & Safety: assessing our suppliers’ well-being and working conditions for all of their employees.
Human Rights: evaluating our suppliers' human rights practices. This includes, but is not limited to, reviewing employee wages, insurance, and equality policies, and verifying the absence of child labour, forced labour, or prison labour.

2. Environment: assessing our suppliers’ operational practices for preventing and reducing their water, air or soil pollution, waste management activities, and their overall impact on biodiversity.

3. Business Ethics: reviewing our suppliers’ compliance with local laws and regulations, including their policies and practices for anti-corruption, anti-money laundering, trade sanctions, conflicts of interest, data privacy, and intellectual property.

The audit methodology is under continuous review to incorporate new themes identified during supplier audits conducted across the year or in response to new evolving regulations.

Since 2021, Chanel’s Laboratory of Fragrance Creation and Development has reviewed its supply chain audit approach in order to better capture the social and environmental issues occurring in the agriculture sector, and the possible mitigation actions to deliver impact on the ground. By the end of 2023, 20 supply chains of natural fragrance ingredients have been audited or assessed along these standards, based on recognised certifications.

On-site audits include reviews with the supplier’s management teams, as well as worker interviews, documentation reviews, and facility inspections. All observations are shared with the supplier during a closing meeting to support a constructive discussion, including the corrective action plan to address the findings.

In 2023, the audit reports shared with our suppliers and audited sites were enhanced in terms of structure and content. This was to provide greater clarity for our suppliers and to formalise Chanel’s expectations for the audited sites. If any non-compliance issues were identified, Chanel worked with suppliers to support them in implementing corrective action plans, and engaging with the relevant stakeholders to implement appropriate remediation measures if necessary. Where a corrective action plan is required, suppliers share their plan to address the findings with Chanel. A follow-up audit is prioritised based on the risks of the observations identified during the initial assessment.

The Responsible Supplier Program team at the global corporate level works in close partnership with the Purchasing, Legal and Business Ethics, and Sustainability functions in the business areas and regional activities, and at corporate level.

In very rare cases of unacceptable or non-remediable practices, or in the event that a supplier is not willing to implement the necessary corrective action plans to meet internationally recognised standards, Chanel can consider implementing a responsible exit for the business relationship; however, this is usually considered as a last resort, if no agreement on improvements can be reached.

In 2023, the Responsible Supplier Program team launched an analysis of Chanel’s supplier assessment model, in collaboration with an external expert partner, which led to the identification of potential areas for evolution and future improvement.

SUPPLIER AUDITS PERFORMED IN 2023

Chanel continues to expand its audit skills and capacity with 541 audits in 2021, 617 audits in 2022, and 708 audits in 2023. The audits conducted in 2023 covered 27 geographical areas and 13 sourcing categories: cosmetics, cutting and assembling, furniture and displays, glass, jewellery manufacturing, leather, metal, plastic, precious stones, printing, services, textiles, wood and paper.

GOVERNANCE OF SUPPLIER AUDITS

The Fashion, Fragrance and Beauty, and Watches and Fine Jewellery business activities and Indirect Procurement Teams have an ongoing governance of supplier audits, with 19 steering committee meetings held in 2023. These sessions focused on reviewing the supplier audit plans, audit report results, and the corrective actions plans agreed upon with our suppliers to mitigate the identified risks.

SUPPLIER LEARNING

An essential commitment of Chanel’s responsible sourcing approach is to support suppliers in addressing the social issues they may face in their value chain. Chanel’s supplier engagement journey begins with a common understanding of identified issues through technical trainings designed specifically for Chanel’s suppliers.

In 2023, the Fashion business organised a suppliers' forum, bringing together more than 200 of its direct partners (suppliers and manufacturers). The forum integrated notably workshops to work collectively on traceability and sustainability stakes (including on social sustainability).

SOCIAL IMPACT PROGRAMMES

To progressively address structural social issues in its value chain, Chanel collaborates with external local third parties or organisations to conduct in-depth root cause analysis of identified issues and design targeted social impact programmes, focussed on topics such as employment terms and working conditions. Where supply chains are highly complex or recognised sustainability standards do not exist, Chanel works in collaboration with private, public, and civil society actors across sectors who join forces to drive positive outcomes.

A social impact project at the source of Chanel’s green coffee supply chain has been deployed to improve working conditions for seasonal workers on plantations. The project is part of the Lab 8.7 action-research program, in which Chanel is participating, created and piloted by the association Ressources Humaines Sans Frontieres (RHSF). It was co-designed with the supplier and based on interviews with the community of coffee producers, their families, and other local institutional partners, such as representatives of the Ministry of Labour of Costa Rica, aiming to improve in the long term the working conditions of agricultural workers and open up new perspectives to youth in the agricultural sector. In 2023, awareness-raising sessions on risks in working situations were held by the local occupational health doctor. Specific trainings for harvesters were also organised.

The Fragrance and Beauty business also participates in the Responsible Mica Initiative (RMI), the following initiatives have been conducted by the RMI:
1. Community empowerment programmes implemented in 180 villages in India, benefitting more than 19,000 homes and 96,000 beneficiaries.
2. Scholarships distributed to 211 marginalised children in 2023 to enable them to pursue their education and prevent them dropping out of school.
3. Close to 1700 children involved through The Balmanch children’s committee, to promote their overall development and ensure they remain integrated into the education system.

The Laboratory of Fragrance Creation and Development has been buying jasmine in Egypt for several years. and has been supporting its suppliers in implementing long-term solutions aimed at improving human rights and working conditions throughout its supply chain, and in particular for smallholders. Chanel partners with recognised experts and Egyptian consultants to support its actions and provide technical support to its suppliers on issues such as economic resiliency, living wage, and education. In 2023, these actions led to the purchase of Fair for Life certified jasmine by Chanel, including a revalued minimum purchase price to integrate a development premium benefiting to the communities.

The Laboratory of Fragrance Creation and Development also participates in Harvesting for the Future, an initiative in collaboration with the Fair Labor Association. In January 2023, the scope of the programme was expanded to cover Türkiye's rose sector for an initial 2-year period. The project seeks to improve human rights and labour conditions in Türkiye's rose sector, focusing on empowering seasonal agricultural workers and their families. It brings together a range of stakeholders, including the Turkish government, civil society organizations, processors, producers, and beauty and fragrance companies, aiming to support and inform companies in establishing and advancing human rights due diligence systems in their supply chains, and engage with local stakeholders.

In 2023, following the identification of labour issues at supplier sites in Malaysia and Thailand, in particular in regards to working hours and recruitment practices, Chanel partnered with Impactt Limited, a human rights consultancy with over 25 years of experience. Impactt implemented bespoke capacity building and remediation programmes which lasted between six and 12 months. The actions included hiring a new Human Resources manager, setting up a Health and Safety committee, repaying recruitment fees to migrant workers, establishing policies and procedures on ethical recruitment, and designing an Employee Handbook on workers’ rights. This led to the remediation of the issues, with full collaboration of the management of the supplier.

Looking forward, Chanel will continue to refine and strengthen its human rights due diligence approach, methodology, processes, and practices. Below are a few examples of the workstreams the Company is focusing on in the upcoming years.
• Expand the usage of its responsible purchasing practices, tools and trainings.

• Strengthen the integration of human rights and labour rights-related risks to Chanel's risk management framework.
• Deepen the Company’s analysis of the labour rights risks posed to vulnerable workers through Human Rights Impact Assessments.
• Continue the Company’s operational collaboration with suppliers to progress shared social sustainability goals in Chanel’s supply chain.

As Chanel progresses its sustainable business transformation, we will continue to work with suppliers and external expert partners to respect, protect and advance the human rights of workers and improve labour management practices in our value chain, with the aim that everyone across our business and value chain is treated with dignity and respect and has the opportunity to thrive.

Leena Nair, Global Chief Executive Officer

Approved by the Board of Chanel Limited on 20th May 2024

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Tax Strategy

Chanel is a private company and a world leader in creating, developing, manufacturing and distributing luxury products. Founded by Gabrielle Chanel at the beginning of the last century, Chanel offers a broad range of high-end creations, including Ready-to-Wear, Leather Goods, Fashion Accessories, Eyewear, Fragrances, Makeup, Skincare, Jewellery and Watches. Chanel's fragrance and beauty products are sold mainly in high-end department and specialty stores and other carefully selected points of sale operated primarily by third parties. Its fashion, watches and fine jewellery products are sold mostly in Chanel-owned or operated boutiques, but also in a limited number of department stores, watch specialists and fine jewellers. Paying the right amount of taxes, in the right places, at the right times, is core for Chanel and its commitment to being a responsible business.

Chanel’s tax strategy is compliance-based; its strategy is to account for tax on an accurate and timely basis and to pay taxes within the due dates. Compliance for Chanel also means disclosing all relevant facts and circumstances to the tax authorities.

When considering the structure of its business activities, Chanel takes into account consideration of the UK’s tax laws. Chanel does not put into place any schemes, arrangements or tax planning that could be perceived as being contrived or artificial in nature. Given the singularity of the business and the volume of tax obligations, Chanel is inevitably exposed to tax uncertainties, which Chanel actively seeks to identify, evaluate, monitor and manage. Where there is significant complexity in relation to a tax issue, Chanel seeks external, expert advice.

Chanel is committed to the principles of openness and transparency in its approach to dealing with HMRC, with the objective of minimizing tax uncertainties. Chanel does not take positions on tax matters that may create reputational risk or jeopardise its good standing with the UK tax authority. However, Chanel is, if necessary, prepared to defend its positions where it disagrees with a ruling or decision of a tax authority, having always first sought to resolve the disputed matter through active and transparent discussions.

This document, approved by the Board of Directors of Chanel Limited, sets out Chanel’s policy and approach to conducting its tax affairs and dealing with tax risk, and is made available to all of Chanel’s stakeholders. The Finance team will periodically review this document and the Board of Directors of Chanel Limited will approve any amendments to it. This tax policy is aligned with “Ethics at Chanel” (Chanel’s Global Code of Conduct). Its publication is regarded as satisfying the statutory obligation under Part 2, Schedule 19, Finance Act 2016.

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Gender Pay Gap Report

Under the Equality Act 2010 (Gender Pay Gap Information) Regulations 2017, all companies with 250 or more employees are required to annually report their Gender Pay Gap based on calculations of the difference between the average earnings of men and women. Our statement sets out the information in relation to Chanel Limited and our continued commitment to equality at CHANEL.

LEGAL STATEMENT

LEGAL STATEMENT

Corporate governance report

Online Boutique Terms and Conditions

Modern Slavery Act

Tax Strategy

Gender Pay Gap Report

The Chanel Limited Pension Plan