1. PREAMBLE AND PURPOSE
2. ORDERING ARRANGEMENTS
3. ORDERS
4. RETURNS AND REFUNDS
5. RESERVATION OF OWNERSHIP
6. STATUTORY GUARANTEE
7. LIMITATION OF LIABILITY
8. INTELLECTUAL PROPERTY
9. PERSONAL DATA – TELEPHONE PROSPECTING
10. COOKIES
11. NO WAIVER / PARTIAL INVALIDITY
12. ENTIRE AGREEMENT
13. DISPUTE RESOLUTION, APPLICABLE LAW AND COURTS WITH JURISDICTION
14. SIGNING UP FOR THE SANS COMPLEXE NEWSLETTER
1. PREAMBLE AND PURPOSE
The retail website www.sanscomplexe.com (hereinafter “Website”) is an electronic commerce website that can be accessed over the Internet and is published by the company Wolf Lingerie SAS, a simplified joint-stock company registered in the Register of Commerce and Companies of Strasbourg under the number 638 502 104, VAT no. FR 85 638 502 104, headquartered at 2 rue Alfred Kastler, 67610 La Wantzenau – France, 03 90 29 21 73 (hereinafter “Wolf Lingerie”). Share capital EUR 1 million.
Company email address: contact [at] wolf-sa [dot] fr
The Publication Director is Corinne Duquin Andrier, acting as Product Range and Marketing Director.
The Website is hosted by the company APTUM which is headquartered at 291 rue Albert Caquot, 06560 Valbonne Sophia Antipolis, France. Telephone: +33 (0)8 92 97 64 66.
The Website enables Wolf Lingerie to offer for sale a selection of textile products and accessories under the Sans Complexe brand (hereinafter “Products”). The purpose of these general terms of sale (hereinafter “GTS”) is to establish, solely on the basis of the relationship that they create through the Website, the rights and reciprocal obligations of the parties and the different stages of the ordering process.
Purchases of Products offered on the Website are subject to all of these GTS, with no exceptions or reservations, as explicitly acknowledged by the Buyer.
Wolf Lingerie reserves the right to amend these GTS. The applicable GTS shall be those that are in force on the day when the order is placed. In addition, each time an order is confirmed on the Website, the Buyer will be asked to confirm his/her acceptance of the GTS.
2. ORDERING ARRANGEMENTS
2.1. TERMS RELATING TO THE BUYER
Orders can only be placed on the Website by private individuals who are adults, hold a bank card and have legal capacity (hereinafter “Buyer”). Products must be intended for the personal use of the Buyer, to the exclusion of any resale transactions.
2.2. DELIVERY AREAS
The area across which Products ordered on the Website are delivered is limited to Metropolitan France (including Corsica), Monaco and Andorra.
For French overseas departments and territories, please contact us at the address contact [at] wolf-sa [dot] fr
2.3. PRODUCTS OFFERED FOR SALE
The Products offered for sale by Wolf Lingerie on the Website are those that appear on the Website on the day when it is viewed by the Internet user. If a Product is not available, Wolf Lingerie undertakes to inform the customer of this as soon as possible.
A selection of Products can be ordered through the Website.
The Products offered for sale are described and shown as accurately as possible.
The Buyer is invited to read the description of each Product in order to find out its characteristics (name, description and composition, etc.), in accordance with article L 111-1 of the Consumer Code.
2.4. AVAILABILITY
Offers of Products are valid subject to availability of stock and for as long as the stated offer is valid.
Within this framework, details of the availability of Products shall be provided when an order is placed. Errors or changes may occur in exceptional cases, including where a single Product is ordered by several Buyers simultaneously.
If Products are unavailable after an order has been confirmed by the Buyer, Wolf Lingerie will inform the latter by email or telephone as soon as possible and offer a refund for the order. A refund will be given within 14 calendar days after the order was placed, if the account was debited.
Wolf Lingerie reserves the right to change the selection of Products offered on the Website at any time and without notice.
2.5. PRICES
Prices are stated in Euros and are inclusive of all taxes.
The prices shown are guaranteed subject to the availability of stock except in the event of significant changes in expenses, including VAT.
The prices shown do not include postage and packaging costs, which will be charged in addition and will be stated to the Buyer when the order is finally confirmed.
The costs of preparing and delivering an order are fixed, regardless of the number of Products and their value.
These preparation and delivery costs vary according to which of the following is chosen:
Colissimo not signed for: €5.50 incl. all taxes
Chronopost 24H00: €10.90 incl. all taxes
Colissimo Collection Point: €4.90 inclusive of all taxes
Relais Colis: €4.90 incl. all taxes
The VAT rate shall be the rate in force in France on the day of the order.
Delivery is free of charge for any order comprising €60 or more of purchases billed not including postage, only for Colissimo deliveries that are not signed for and Colissimo Collection Point.
Wolf Lingerie reserves the right to change its prices at any time but Products shall be billed for on the basis of the prices in force at the time when the order is registered, subject to the availability of Products.
The value of individual orders placed on the Website cannot exceed EUR 300 within a 24-hour period.
Only payments made with bank accounts held in the European Union will be accepted.
3. ORDERS
3.1. REGISTRATION
- At any time, the Buyer will be able to view his/her shopping cart which will include the following information:
Selected sizes and quantities and prices of selected Products
A box in which discount codes can be entered if the Buyer has any
A box in which a gift card code can be entered if the Buyer has one
In this shopping cart, the Buyer can either change the number of Products chosen, or delete one or more choices, or continue shopping, or complete his/her order.
- To order the selected Products, the Buyer must go through a six-step purchase process after clicking on the “pay for my order” button:
1. IDENTIFICATION
To be able to place an order, the Buyer must be registered on the Website.
If (s)he is not yet registered, the Buyer is invited to create an account.
When the account details are registered, his/her login details (email address and password) will be requested. The Buyer is informed and agrees that the entry of these two login details serves as proof of his/her identity and indicates his/her consent to the completion of the order.
If (s)he is already signed up, (s)he will also be able to log in directly with his/her login details.
2. ENTERING A BILLING ADDRESS
The Buyer must confirm his/her billing address where his/her title, surname, first name, email, postal address and a valid telephone number are required. Login details are also registered at this stage if the Buyer is not yet registered.
During this stage, the Buyer will be able to tick the box indicating that delivery will be made to the billing address given on this page. (S)he will therefore go on to step 4 directly.
3. ENTERING A DELIVERY ADDRESS
The Buyer can enter a delivery address which is different from the billing address.
The Buyer will be required to enter his/her title, surname, first name, a postal address and a valid telephone number. To provide these details, the Buyer must click on the “CONTINUE” box.
4. CHOICE OF DELIVERY METHOD
The Buyer will choose his/her delivery method from the options offered.
5. CHOICE OF PAYMENT METHOD
The Buyer will choose the payment method from the options offered.
6. VERIFICATION AND PAYMENT
During this final step, an Order Form stating all of the details that (s)he previously entered will then be offered to the Buyer.
This Order Form will include:
• an order summary table (nature, quantity and price of the Products),
• the total value of the order excluding delivery charges
• any discounts that the Buyer may benefit from
• the amount contributed to the delivery costs.
At any time, the Buyer will be able to:
• Check and change the details previously entered by going back to the previous steps of the purchase process
• Complete his/her selection and place the order.
3.2. CONFIRMATION
After reading the Order Form and the GTS and accepting them, the Buyer clicks on “continue” to confirm his/her order. The Buyer’s acceptance serves as confirmation of all of the GTS and the order and means that the amounts owed are payable.
Once the Buyer has confirmed the order, it is sent to Wolf Lingerie and can no longer be changed or cancelled by the Buyer, except in the situations explicitly referred to in these GTS or in accordance with the requirements of current law.
However, Wolf Lingerie reserves the right not to confirm the order or to cancel it in the following situations (in the latter case, Wolf Lingerie will inform the Buyer by email):
• if the limit stated in the preamble to these terms of sale is exceeded,
• if the delivery address is outside the delivery area,
• if there has been a total or partial non-payment for a previous order by the Buyer,
• if banks have refused to authorise payment by bank card.
3.3. PRICE OF ORDERS
The price of the order (payable in Euros) owed by the Buyer is the amount stated on the bank card payment platform (Dalenys) or on the platform for PayPal, Google Pay or Apple Pay payments, depending on which payment method was chosen.
All orders must be paid for by bank card, PayPal, Google Pay or Apple Pay immediately after the order is confirmed.
Wolf Lingerie only accepts the following bank cards: Carte Bleue, Visa, Mastercard and Amex. Payment through the PayPal, Google Pay or Apple Pay platform is also possible.
The order is only sent after the payment method has been verified and authorisation to debit the Buyer’s card has been received. The card is debited when the order is confirmed, as soon as possible. Wolf Lingerie has set up a system which guarantees secure online payment: S.S.L. (Secure Socket Layer) encryption security, which protects all payment method-related data through a partnership with one of Europe’s leading operators.
A 3D Secure system is installed and makes the payment system more secure. When placing an order, a Buyer whose bank has 3D Secure will be asked to confirm it with codes received by text message, email or any other means set up by these banks.
Personal bank details which are collected are never kept or stored on the Website and are sent to bank servers through Banque Populaire’s secure payment tool, Systempay. This data is never sent to Wolf Lingerie.
3.4. ACKNOWLEDGEMENT OF RECEIPT OF ORDERS
When payment is made, a document summarising the order (hereinafter referred to as “Acknowledgement of Receipt of Order”) will be sent to the Buyer immediately, to the email address given when (s)he registered on the Website. This document includes everything that makes up the contract between the Parties.
Wolf Lingerie also keeps details of any order for a period of 10 years after the order is placed and keeps them available to the Buyer, who can request them by contacting: Wolf Lingerie, Web Service – 2, rue Alfred Kastler, 67610 La Wantzenau.
3.5. DELIVERY
Products will be delivered to the address indicated by the Buyer in the Order Form, within the times stated below:
– delivery by Colissimo: a minimum period of 48 hours and a maximum period of 15 working days from the day after the date of payment for the order if the order is placed before 11:00.
– delivery by Chronopost: a minimum period of 24 hours and a maximum period of 8 days from the day after the date of payment for the order if the order is placed before 11:00.
– delivery by Relais Colis: a minimum period of 48 hours and a maximum period of 15 working days from the day after the date of payment for the order if the order is placed before 11:00.
Orders registered on the Website on Friday afternoons, Saturdays or Sundays will be processed on the following Monday. Orders registered on the Website on a public holiday other than a Friday, Saturday or Sunday will also be processed on the next working day.
If an order is not received within the stated delivery time, the Buyer should call Customer Service on 03 90 29 21 73, which is open from Monday to Thursday from 09:00 to 12:15 and from 13:45 to 17:30, and on Fridays from 09:00 to 12:15 and from 13:45 to 15:00, or contact it by email at the following address: service-client [at] sanscomplexe [dot] com. At the end of this period, the Buyer will be able to cancel his/her order. Any amounts paid by the Buyer will then be paid back to him/her within 14 calendar days, to the exclusion of any other compensation.
3.6. RECEIPT OF ORDERS
When an order is received, the Buyer will check the conformity of the Products received in fulfilment of his/her order.
Notice of any apparent issues should be given in writing on the delivery slip presented by the carrier (specifically: Missing or deteriorated products, damaged parcels) and then confirmed in writing within 15 calendar days following receipt of the Products to Wolf Lingerie SA’s customer service department at the following address:
Wolf Lingerie, Service Consommateurs [Customer Service] – 2 rue Alfred Kastler, 67610 La Wantzenau.
If an order is delivered without delivery being signed for, the Buyer must express his/her concerns in writing directly to the aforementioned Customer Service department of Wolf Lingerie within 15 calendar days following receipt of the Products.
Except where a valid reason exists, any complaint made after 15 calendar days have passed will be treated as out of time and Wolf Lingerie cannot be held responsible.
If the Buyer wishes to return one or more items, the procedure specified in article 4.2. shall apply.
In the event of abnormal or unreasonable returns, Wolf Lingerie may refuse to confirm a subsequent order.
If the delivery address given by the Buyer when ordering is incorrect, for any reason whatsoever, and if delivery is impossible, the Products will be returned to Wolf Lingerie. Wolf Lingerie will reimburse the Buyer for the price of the Products within 14 days after the goods are returned, but will not refund any postage costs.
4.1. EXERCISE OF THE RIGHT TO CANCEL
The Buyer has a period of 30 calendar days from the date of receipt of the Products ordered in which to return the Product(s) ordered, at his/her own expense, without having to give any valid reasons.
It is essential to send the Product(s) back to Wolf Lingerie in perfect, unworn condition, together with the delivery slip, the return form and the woven and card size label.
The Product(s) must have been purchased on the Website.
No refunds will be given for Products which are returned incomplete, deteriorated, worn, damaged or soiled.
In his/her Account, the Buyer can go directly into order tracking and request a return online.
The Buyer must return the Product(s) at his/her own expense to the following address:
Sans Complexe – Wolf Lingerie – 2 rue Alfred Kastler, 67610 La Wantzenau
If all of the aforementioned requirements are met and the Buyer returns the entire order, Wolf Lingerie will reimburse the Buyer for the full value of the Products returned and the costs of posting the order within a maximum of 14 calendar days following receipt of the returned items, or failing this, proof that they have been sent.
If all of the aforementioned requirements are met and the Buyer returns only part of the order, Wolf Lingerie will reimburse the Buyer for the value of the Products returned within a maximum of 14 calendar days after the right to cancel has been exercised by the Buyer. The costs of posting the order will not be refunded in this situation.
The costs of returning Products shall be payable by the Buyer if the right to cancel is exercised.
The Buyer shall be responsible for keeping any proof of this return. The Buyer is therefore strongly advised to return Products by registered post or by any other means giving a definite date.
In accordance with article 3.3, Wolf Lingerie will credit the bank card that was used for the purchase and will give its service provider the details of the order number.
For payment by PayPal, the refund will be paid directly into the Buyer’s PayPal account.
Once 30 days have passed, no returns will be accepted.
Online purchases in relation to which the Buyer exercises his/her right to cancel under article 4.1 will not be exchanged.
4.2. PRODUCT(S) WHICH DO(ES) NOT MATCH THE ORDER OR IS/ARE DEFECTIVE
Without prejudice to the provisions of the statutory guarantee and the right to cancel, the Buyer shall have a period of 2 calendar years following receipt of Products in which to return any Product which is non-compliant or defective.
If (a) Product(s) is/are non-compliant or defective, the Buyer is invited to call 03 90 29 21 73, which is open from Monday to Thursday from 09:00 to 12:15 and from 13:45 to 17:30, and on Fridays from 09:00 to 12:15 and from 13:45 to 15:00, or go to the “Contact” section (quality department) of the Website and indicate whether (s)he wants an exchange or a refund.
The Buyer must return the Product(s) and the delivery slip, on which the Buyer will have entered the Product(s) and quantity returned, to the following address:
Sans Complexe – Wolf Lingerie – 2 rue Alfred Kastler, 67610 La Wantzenau
The costs of returning the Product(s) shall be payable by Wolf Lingerie. A return slip to be affixed to the parcel so that the Buyer need not put stamps on the parcel will be sent to the Buyer for this purpose.
The ordered Product(s) that do(es) not match the order or is/are defective must be returned to Wolf Lingerie together with the delivery slip and the original size label made of card. The Product(s) must have been purchased on the Website.
The Buyer shall be responsible for keeping any proof of this return.
If all of the aforementioned requirements are met, Wolf Lingerie will exchange or reimburse the Buyer for the full value of the Products returned within a maximum of 14 calendar days following receipt of the returned items, or failing this, proof that they have been sent.
In accordance with article 3.3, Wolf Lingerie will credit the bank card that was used for the purchase and will give its service provider the details of the order number. For payment by PayPal, the refund will be paid directly into the Buyer’s PayPal account.
5. RESERVATION OF OWNERSHIP
Wolf Lingerie shall retain full and complete ownership of Products sold until the principal amount of the price, inclusive of costs and taxes, has been received in full. However, the Buyer shall bear the risks (including of loss, theft or damage) in relation to delivered Products from the date of receipt of the Products.
6. STATUTORY GUARANTEE
Products sold on the Website are subject to the statutory guarantee conditions set out in articles L 211-4 et seq. of the Consumer Code and articles 1641 and 1648 of the Civil Code.
Article L.211-4. - The seller is required to deliver a good that conforms to the contract and shall be liable for defects of conformity that exist at the time of delivery. He shall also be liable for defects of conformity resulting from the packaging or the instructions for assembly or installation where he has been made responsible for the latter by the contract or where it has been carried out subject to his responsibility.
Article L.211-5. - In order to conform to the contract, the item must:
1° Be fit for the use that is ordinarily expected of a similar item, and where appropriate:
- correspond to the description given by the seller and have the qualities that the latter presented to the buyer in the form of a sample or model;
- have the qualities that a buyer may legitimately expect in view of the public statements made by the seller, by the producer or by his representative, including in advertising or labelling;
2° Or have the characteristics jointly established by the parties or be fit for any special use desired by the buyer which is made known to the seller and agreed to by the latter.
(...)
Article L.211-12 - Any legal action in relation to non-conformity shall be time-barred once two years have passed since the good was delivered.”
Article 1641 The seller shall be bound by the guarantee against latent defects in the item sold which make it unfit for its intended use, or which diminish this use to such an extent that the buyer would not have purchased it, or would only have paid a lower price for it, if he had known about them.
(...)
Article 1648 Any action arising out of latent defects must be brought by the purchaser within two years after the defect is discovered (...).”
Without prejudice to the provisions of the statutory guarantee and the right to cancel, the Buyer shall have a period of 2 calendar years following receipt of Products in which to return any Product which is non-compliant or defective.
If (a) Product is/are non-compliant or defective, the Buyer is invited to call the number 03 90 29 21 73, which is open from Monday to Thursday from 09:00 to 12:15 and from 13:45 to 17:30, and on Fridays from 09:00 to 12:15 and from 13:45 to 15:00, or go to the “Contact” section (quality department).
7. LIMITATION OF LIABILITY
For the stages of accessing the Website, the ordering process, delivery or subsequent services, Wolf Lingerie only has a best-endeavours obligation. Therefore, it cannot be held liable for failure to perform the contract due to a force majeure event.
Wolf Lingerie cannot be held liable for any indirect damage resulting from the purchase of Sans Complexe Products on the Website. Wolf Lingerie declines all responsibility if an online purchase is made by a minor.
Lastly, although every effort is made to reproduce colours and textures on displayed photos faithfully, variations may occur with respect to the original Products, including due to technical limitations on the colour rendering of the Buyer’s computer equipment. Wolf Lingerie shall accept no responsibility if the colour or texture of a Product differ from those visible on the Buyer’s computer equipment.
8. INTELLECTUAL PROPERTY
All features of the Website, whether visual or sound, including underlying technology, are protected by copyright, trademarks, designs and models or patents. They are the sole property of Wolf Lingerie.
In addition, Products offered for sale on the Website are subject to exclusive rights belonging to Wolf Lingerie. Any reproduction or representation of them by any means or process and on any medium is prohibited.
A Buyer who has a personal website and who wishes to put a simple link leading directly to the home page of the Website on his/her website for personal use must request permission to do so from Wolf Lingerie.
Notwithstanding the foregoing, all hypertext links to the Website are formally prohibited.
In all circumstances, any link to the Website which is posted without permission must be removed merely upon request by Wolf Lingerie.
Hypertext links can lead to websites other than the Website. Wolf Lingerie declines all responsibility in the event that the content of such websites is contrary to current laws and regulations.
9. PERSONAL DATA – TELEPHONE PROSPECTING
For the purposes of using the website www.sanscomplexe.com, Wolf Lingerie collects personal data and uses it, including in order to manage orders and business relationships with customers.
Please see the Personal Data Privacy Policy for more details of the information that is collected, the purpose for which it is used, and how the Buyer can access, change or delete his/her information.
The Buyer can sign up free of charge to a telephone prospecting no-call list, BLOCTEL (www.bloctel.gouv.fr), to stop receiving marketing calls from a professional with whom (s)he has no existing contractual relationship.
Any consumer can sign up to this list free of charge on the website https://conso.bloctel.fr/index.php/inscription.php.
10. COOKIES
The ordering process requires the Buyer’s computer to accept “session cookies”. If they have been disabled, the Buyer must change his/her browser options accordingly. Otherwise, Wolf Lingerie will not be able to process the Buyer’s request.
The website www.sanscomplexe.com also uses other cookies to distinguish between users of different services and offer the best possible experience on our website.
Please see the Cookie Policy for more information about how cookies are used and disabled.
11. NO WAIVER / PARTIAL INVALIDITY
If Wolf Lingerie refrains from requiring any provision of the GTS to be enforced at a particular time, this cannot be construed as a waiver of the right to rely on the aforementioned total or partial non-performance later.
If one or more provisions of this contract is/are found to be void or declared as such pursuant to a law or regulation or pursuant to a final decision of a court with jurisdiction, the other provisions shall retain all of their force and effect.
12. ENTIRE AGREEMENT
These GTS and the order summary sent to the Buyer form a contractual whole and make up the entirety of the contractual relationship between the Parties.
13. DISPUTE RESOLUTION, APPLICABLE LAW AND COURTS WITH JURISDICTION
Wolf Lingerie and the Buyer undertake to seek an amicable settlement prior to any legal action.
In accordance with the provisions of the Consumer Code concerning amicable dispute resolution, WOLF LINGERIE is a member of the e-commerce Mediator Service of FEVAD (E-commerce and Distance Selling Federation), the contact details of which are as follows: 60 Rue La Boétie – 75008 Paris – http://www.mediateurfevad.fr. After consumers have contacted WOLF LINGERIE in writing beforehand, the Mediator Service can be contacted in relation to any consumer dispute which has not been resolved. To find out how to contact the Mediator, click here.
Alternatively, the European Commission has set up a dispute resolution platform to collect any complaints from consumers arising out of an online purchase so that they can then be passed on to the competent national mediators. This platform can be accessed by clicking here.
If no agreement is reached through mediation, these GTS and the contractual relationship between the Buyer and Wolf Lingerie shall be governed and construed in accordance with French law. Any dispute over the interpretation, performance or termination of the contract between the Buyer and Wolf Lingerie will be subject to the courts with jurisdiction, even if there are multiple respondents.
14. SIGNING UP FOR THE SANS COMPLEXE NEWSLETTER
The information collected in this form is recorded in a computerised file by Wolf Lingerie SA for the purpose of sending newsletters and sales offers.
It is kept for 3 years and intended for the Marketing Department. In accordance with the GDPR, you can exercise your right to access data which relates to you and have it corrected by contacting: the Digital Marketing unit, dpo[at]wolf-sa[dot]fr. By signing up through this form, you agree to receive our communications by email.
