E-commerce Terms
and conditions of sale
E-commerce Terms
and conditions of sale
Last update : June 30, 2025
General Terms and Conditions of Sale of the Goyard.com Website
Preamble
1. Scope of the General Terms and Conditions of Sale
These general terms and conditions of sale (hereinafter referred to as the "General Terms and Conditions of Sale") apply to any and allsales made by GOYARD DETAIL FRANCE (a simplified joint stock company with share capital of €1,746,480, whose registered office is located at 233 rue Saint Honoré - 75001 Paris - France, registered in the Paris Trade and Companies Register under number 799 078 589, whose Siret number is 799 078 589 00014 and whose intra-community VAT number is FR 89 799 078 589 ; and whose telephone numbers are as follows +33 (0)1 57 96 07 00) (hereinafter the "Maison Goyard"), on the Website www.goyard.com (hereinafter the "Website").
Maison Goyard offers for sale on its Website a selection of Goyard brand products (hereinafter referred to as "Product(s)") to any natural person wishing to make a purchase for his/her personal use (hereinafter referred to as the "Customer(s)").
The Customer declares that he/she has full legal capacity and is acting as a consumer within the meaning of consumer law, defined as "any natural person who is acting for purposes which do not fall within the scope of his/her commercial, industrial, craft, liberal or agricultural activity".
This commitment is an essential condition for Maison Goyard.
If the Customer has not reached the age of legal majority or for any other reason does not have the legal capacity to enter into a contract, one of his/her parents or his/her legal guardian must place the order on his/her behalf and he/she will be asked to accept these General Terms and Conditions of Sale.
The Customer also undertakes to use a delivery address within the country(ies) listed in the Delivery Zone.
These General Terms and Conditions of Sale apply to the exclusion of all others, in particular those applicable to in-store sales, distance sales or sales via other distribution or marketing channels.
The General Terms and Conditions of Sale may be amended from time to time. The version applicable to the Customer's purchase is that in force on the Website on the date the order is placed. They shall prevail over any other version.
Customers are invited to reread the General Terms and Conditions of Sale each time they place an order.
To confirm acceptance, the Customer must tick the box "I accept the General Terms and Conditions of Sale".
The Customer may consult Maison Goyard's Privacy Policy at any time by clicking on the link "Privacy Policy".
The General Terms and Conditions of Sale are written in French in their original version, which alone is authentic and prevails over any other version.
2. Subject
The purpose of the General Terms and Conditions of Sale is to define the rights and obligations of Maison Goyard and the Customer in the context of the online sale of a selection of Products offered by Maison Goyard on the Website. In particular, they specify the conditions for ordering, payment and delivery of Products ordered by the Customer on the Website.
The Website does not allow special orders to be placed, which consists in particular of :
· The creation of a Product that does not exist or no longer exists in the Goyard catalogue;
· The adaptation/modification of a Product from the Goyard catalogue.
Therefore these General Terms and Conditions of Sale do not apply to special orders.
For all special orders, the Customer must contact Customer Services by clicking on the "Contact Us" link or by telephone on +33 (0)1 57 96 07 00, Monday to Friday from 10am to 7pm and on Saturdays (excluding public holidays) from 10am to 6pm.
3. Products
3.1. Products on offer
A selection of Maison Goyard’s Products is offered for sale on the Website.
Maison Goyard does not offer a pre-order service for Products, but only orders for those available for sale on the Website.
3.2. Presentation, illustration and photography of the Products
In accordance with article L.111-1 of the French Consumer Code, Maison Goyard presents the Products on its Website together with detailed descriptions, illustrations and photographs enabling the Customer to ascertain their essential characteristics.
While every effort is made to ensure that the colour and design of the Products displayed on the Website match the original Products, variations may occur, in particular due to the technical limitations of colour rendering on computer equipment.
The photographs and graphics presented on the Website are for information purposes only, do not fall within the scope of the contract and shall not imply any liability of Maison Goyard.
The Customer must refer to the descriptions of the Products in order to ascertain their essential characteristics before placing an order.
3.3. Availability of Products
Offers of Products presented on the Website are valid while stocks last. Maison Goyard will make every reasonable commercial effort to ensure the availability of the entire range of Products is offered.
The Customer is hereby made aware that at the time of validation of the order, there may be a difference between the stock available shown on a computer and the physical stock actually existing(for example in the case of simultaneous orders of the same Product made by several Customers). The sale is therefore subject to the availability of Products in stock.
In the event that a Product is unavailable after the Customer has placed an order, Maison Goyard reserves the right not to honour the order.
Maison Goyard should not be liable in the event of a Product being out of stock or unavailable.
In order to ensure a better quality of service and availability of Products to all customers, Maison Goyard reserves the right to limit the quantity of Products that can be purchased by a Customer.
Maison Goyard reserves the right to modify, at any time and without prior notice, the Products offered on the Website.
3.4. Personalisation
Personalisation refers to the possibility for the Customer to adapt or personalise some Products from the Goyard collections (hereinafter the "Personalisation" or the "Personalised Product").
Maison Goyard offers the Customer the possibility of such personalisation. However, only Products indicated as customisable may be customised (hereinafter "Customisable Product(s)").
The Customer may use the "online personalisation" tool on the Website.
The number of markings authorised is specified on each Customisable Product.
The colours and the rendering of the material on the simulation carried out on the Website may vary from the real and final result.
Maison Goyard cannot be held responsible for the choice of text requested by the Customer. Maison Goyard will not check the text.
The Customer commits not to request personalised texts in respect of which he may be condemned by civil or criminal courts (insults, sexist, racist or homophobic comments, illegal content, content contrary to public decency, violation of intellectual property rights, etc.).
Maison Goyard reserves the right to refuse a personalisation service and to remove the item from the order, without prior notification.
4. Order procedure
4.1. Order procedure on the Website
4.1.a) Product selection
Customers may add Products to their selection at any time by clicking on "Add to shopping bag".
They can view their selection by clicking on "Shopping bag" in the top right-hand menu, where the following will appear: the photo(s) of the Product(s), its (their) colour(s) and reference(s), the quantity(ies) chosen, its (their) unit price(s) and the subtotal of the selection.
4.1.b) Identification
A customer account is required in order to place an order on the Website:
· If the Customer already has a customer account, he/she must identify himself/herself at this stage by entering his/her password;
· If the Customer does not yet have an account, he/she will be invited to create one by confirming his/her e-mail address and creating a password later.
Login and password are strictly personal, and the Customer therefore undertakes to keep them securely and to never pass them onto third parties. In the event of loss, theft or any fraudulent use of their customer account, the Customer undertakes to inform Maison Goyard immediately.
The creation of an account allows the Customer to :
· Track deliveries and view order history;
· Add or modify delivery and billing addresses for future orders;
· Manage subscriptions to the Goyard Gazette.
To start the ordering process, the Customer must identify him/herself in order to select the Product(s) and click on "Order".
Unless the Customer provides proof to the contrary, the data recorded by the Website constitutes proof of the nature, content and date of all transactions between Maison Goyard and its customers. In the event of a dispute between Maison Goyard and one of its Customers concerning a transaction carried out on the Website, the data recorded by Maison Goyard shall be considered valid proof of the content of the transaction, unless the Customer provides proof to the contrary.
Customers wishing to desactivate their account may make a request by e-mail to the following address: [email protected]. Maison Goyard will desactivate the account as soon as possible.
The Customer's data will be deleted in accordance with Maison Goyard's privacy policy, which can be accessed via the link below: Privacy Policy
4.2. Validation of orders placed on the Website
4.2.a) Validation of delivery information
The Customer must complete the delivery information necessary for the correct dispatch of their order: country of dispatch, title, first name, surname, telephone number, delivery address and any other information required to process their order.
Once this stage has been completed, the customer must click on "Continue".
4.2.b) Validation of payment for the order
The Customer may use his/her delivery address as his/her billing address or enter a different one. He/she will then be asked to select a payment method (see Article "5. Prices - Accepted payment methods") and to enter the relevant information.
At the end of the ordering process described above and having accepted these General Terms and Conditions of Sale in full, the Customer must click on the "Pay" button.
The transaction amount for the Products ordered, including personalised Products, will be debited when the order is accepted.
Customers must check the accuracy of their selection before confirming their order.
For more information concerning payment methods (currencies, accepted payment methods, etc.), the Customer is invited to refer to the article below "5. Prices – Accepted payment methods".
Once completed, the order is sent to Maison Goyard for processing. The sales contract will be formed once Maison Goyard has accepted the Customer's order. Maison Goyard will dispatch the Product subject to availability of the Product purchased (as set out above) and actual payment for the Product.
Maison Goyard reserves the right not to accept an order from a Customer with whom it is in dispute over a previous order, or if it reasonably believes that the Customer has breached these General Terms and Conditions of Sale or engaged in fraudulent activity, or for any other legitimate reason.
4.2.c) Order summary
A summary of the Customer's order will be sent by email ("Thank you for your Goyard order"). This summary e-mail will materialise the acceptance of the order and the formation of the sales contract. It will show the total amount of the order, information relating to the cost and delivery time, the essential characteristics, quantity and price of the Products purchased.
Maison Goyard advises the Customer to keep this summary on an electronic medium. A link to the General Terms and Conditions of Sale will be sent in the order summary e-mail.The Customer will then receive an e-mail confirming dispatch of the order with the electronic invoice attached (the Customer is advised to check their "Spam" folder).
Maison Goyardwill make every effort to ensure that its communications are sent to the Customer as quickly as possible.
4.3. Product personalisation
Maison Goyard will not modify any personalised Product order once it is in progress, unless the personalisation does not correspond to the Customer's order.
4.4 Invoices
The invoice will be sent by Maison Goyard in a dispatch confirmation e-mail.
The Customer can also download their electronic invoices in the "Your Orders" section of their personal account.
5. Prices – Accepted payment methods
5.1. Prices
The prices of the Products are indicated in Euros, inclusive of all taxes.
The price of personalisation is added to the price of the Product.
Products are invoiced on the basis of the prices displayed on the Website at the time the order is placed, subject to availability.
All orders are payable in Euros and must be paid for when the order is placed. In the event of the unavailability of certain Products ordered (see Article 3.3 "Availability of Products"), only the price relating to the Products available will be debited.
5.2. Payment methods accepted
5.2.a) Payment by credit card or bank card
The following credit and bank cards are accepted: Visa®, MasterCard®, Carte Bleue®. Payments by bank card are authenticated and secured using the 3D Secure system. This system is also known as "Verified by Visa®" and "MasterCard® SecureCode". At the time of payment, the bank requests personal information from the Internet user in order to verify the cardholder's identity and validate the transaction.
How do I pay with 3D Secure on goyard.com?
Once the bank details have been validated (card number, expiry date and cryptogram), a new page will be displayed on which the Customer must enter the personal information requested by their bank.
Once the 3D Secure code has been entered and validated by the bank, the order is finalised. The Customer will then receive a confirmation e-mail.
Authentication is specific to each bank. If the Customers have any questions about the 3D Secure code, they should contact their bank directly.
The order can only be dispatched once the payment method has been verified and the card debit authorisation has been received. The account will be debited when the order is validated.
5.2.b) Payment by Apple Pay
Maison Goyard accepts payments made by Apple Pay. This means of payment is available from Apple devices on which the Customer has entered his/her details in the Apple Pay payment application.
Maison Goyard invites the Customer to check that the information linked to their Apple account is not incorrect, in particular the delivery address entered, before confirming payment. Maison Goyard will not be responsible for replacing or refunding the Product if the information provided on the Customer's Apple account is incorrect.
Once the order has been confirmed, the Customer will be redirected to the goyard.com confirmation page.
5.2.c) Credit notes
Credit notes issued by Goyard shops cannot be used to purchase Products offered for sale on the Website.
6. Transfer of ownership and risks
The Products remain the property of Maison Goyard until full payment has been received.
The transfer of risks occurs upon delivery, when the Products are handed over to the delivery address provided by the Customer. From this date, the Customer assumes full responsibility for any damage that the Products may suffer or cause (loss, theft, deterioration).
7. Terms of delivery
7.1 Delivery zone
7.1.a) Delivery to a postal address
Products are sent to the delivery address indicated by the Customer during the order process.
Maison Goyard reserves the right to request a signature and a valid form of identification upon delivery (for example, passport or driving licence).
Products purchased on the Website can only be delivered (hereinafter the "Delivery Zone"):
· In mainland France including Corsica (excluding Guadeloupe, Martinique, French Guiana, Reunion Island, Mayotte, New Caledonia and the French Southern and Antarctic Territories);
· In the Principality of Monaco ;
· Germany (excluding the island of Heligoland and the territory of Busingen);
· Belgium ;
· Luxembourg ;
· The Netherlands (excluding the Netherlands Antilles and Aruba);
· Spain (excluding the Canary Islands, Ceuta and Melilla);
· Portugal (excluding the Azores and Madeira);
· Italy (excluding Livigno, Campione d'Italia and the national waters of Lake Lugano);
· Ireland ;
· In Austria (excluding the communes of Jungholz and Mittelberg) ;
· In the Czech Republic ;
· In Finland (excluding the Aland Islands);
· In Denmark (excluding Greenland and the Faeroe Islands) ;
· In Sweden;
· In Norway;
· Poland.
· In Switzerland,
· In the United Kingdom,
· In Ireland,
· In Greece;
· In Cyprus;
· In Malta,
· In Lithuania, Estonia et Latvia,
· In Croatia,
· In Slovakia,
· In Slovénia,
· In Hungary,
· In Czech Republic;
· In Roumania,
· In Bulgaria;
· In the United States,
· In Canada,
· In Saudi Arabia,
· In the United Arab Emirates,
· In South Korea,
· In Japan;
· In Hong Kong SAR,
· In Singapore;
· In Taiwan region
· In Thailand,
· In Vietnam,
· In Indonesia;
· In the Philippines,
· In Malaysia
· In Australia,
· In New Zealand;
It is impossible to place an order for any delivery address outside this Delivery Zone. For security and other reasons, Goyard will not process any order for which a poste restante or P.O. Box address is provided.
Deliveries to forwarding companies are excluded.
7.2. Delivery costs
Delivery costs are borne by Maison Goyard.
7.3. Delivery times and methods
At the time the order is placed, Maison Goyard will communicate the delivery time which will be indicated in the order confirmation. The delivery time is again indicated in the confirmation e-mail of the dispatch of the order and runs from the date of the order. This period may be extended in the event of exceptional circumstances, public holidays or non-working days.
Any change to the delivery terms must be made via Maison Goyard carrier's application or web Website. No modification of the delivery terms may be taken into account other than those set out above.
Maison Goyard will not be held responsible in the event that the carrier in charge of delivery does not respect the delivery times announced by the latter. In the event of an event beyond the control of the carrier leading to a delay in delivery, the carrier will inform the Customer as soon as possible. The Customer may either request a new delivery date or cancel the order and receive a refund.
Maison Goyard cannot be held responsible for failure to meet deadlines (late delivery, impossibility of delivery, return of Products to Goyard, etc.) resulting from the erroneous and/or incomplete nature of the information provided by the Customer for delivery and/or an absence on the part of the Customer at the time of delivery.
The carrier will be able to carry out various identification checks when the order is handed over in order to secure the delivery.
7.4. Delivery problems
In the event of a delay in delivery of more than fifteen (15) days which is attributable to Maison Goyard, the Customer has the right to request cancellation of the sale of the Product (excluding personalised Products) by registered letter with acknowledgement of receipt or by any other durable medium (in particular electronic mail with acknowledgement of receipt).
The sale will be considered cancelled upon receipt by Maison Goyard of the letter or e-mail informing Maison Goyard of the cancellation request.
If the sale is cancelled, Maison Goyard will reimburse the Customer within fourteen (14) days from the date of cancellation.
Non-compliance with delivery deadlines will not give rise to the payment of any compensation whatsoever.
8. Right of withdrawal
8.1. Conditions of the right of withdrawal
In accordance with article L. 221-18 of the French Consumer Code, the Customer has a period of fourteen (14) days from receipt of the Product to exercise his/her right of withdrawal without having to give reasons for his/her decision.
Maison Goyard grants the Customer a commercial extension of his right of withdrawal to a period of thirty (30) days from receipt of the Product without having to justify his/her reasons and without having to pay any penalty.
After this period, no reimbursement will be made.
8.2. Exclusion of the right of withdrawal
In accordance with article L. 221-28 3° of the French Consumer Code, the right of withdrawal cannot be exercised for Products that have been personalised.
Notwithstanding the foregoing, Maison Goyard grants a cooling-off period of 24 hours after the order has been placed for personalised Products. After this period, the order is considered as validated, non-cancellable and no modification can be made. Personalised Products may not be returned for reimbursement.
8.3. Terms and conditions of the right of withdrawal
The Customer must notify Maison Goyard of his/her decision to withdraw by sending the withdrawal form (Appendix 1) or any other unambiguous statement expressing his/her wish to withdraw, before the expiry of the aforementioned period.
This form should be sent to Maison Goyard by e-mail to the following address: [email protected]
8.4. Product return and refund conditions
Products must be returned within thirty (30) days of notification to Maison Goyard of the Customer's decision to withdraw, accompanied by confirmation of the order.
Only Products in perfect condition and in their original packaging enabling them to be sold again in new condition may be returned. Damaged or incomplete Products will not be accepted for return or refund.
Products must be returned in their original condition (in perfect condition, new and undamaged, unworn and with the original protections) and original packaging (the entire package including accessories and the shipping carton), accompanied by the delivery note or a copy in the case of a partial return.
The Products must be returned from a country within the Delivery Zone and in accordance with the procedures set out below. Maison Goyard will not be responsible for any loss, damage and/or delays relating to returns made from a country outside the Delivery Zone (see article 7.1) and/or which do not comply with the following terms and conditions.
Any additional costs (taxes and/or customs duties) and/or customs clearance formalities for returns from a country outside the Delivery Zone will be borne exclusively by the Customer.
Returns are made free of charge and will be handled exclusively by the carrier selected by Maison Goyard using the return label system prepaid by Maison Goyard.
The Customer is solely responsible for the return of the Products and Maison Goyard cannot be held responsible in the event of loss, damage, dispatch to the wrong address or late delivery of a Product which is not returned using the prepaid return label service offered by Maison Goyard.
For any questions relating to the procedure to be followed, the Customer may contact Customer Services.
8.5. Refund procedure
Once the Product(s) have been returned, the price of the Product will be refunded.
The cost of returns is borne by Maison Goyard if the above conditions are met.
The refund will be made as soon as the Product is received, by the same means of payment as that used by the Customer for the initial transaction, unless specifically indicated by the Customer and in the same currency.
The bank processing time may vary depending on the institution (up to ten (10) working days). Maison Goyard is unable to accelerate this process, which is beyond Maison Goyard’s control.
Under no circumstances will it be possible to issue for the Customer an electronic credit note for use on the goyard.com Website, or to issue to the Customer a credit note in shop.
Products purchased in Goyard shops cannot be exchanged or returned via the Website.
9. Guarantees
9.1. Guarantee of conformity
The Products sold on the Website are subject to the conditions of guarantee of conformity set out in Articles L.217-4 to L.217-14 of the French Consumer Code.
Maison Goyard delivers to the Customer a Product in conformity with the contract and free from defects in conformity at the time of delivery of said Product, in the sense that the Product will be fit for the use usually expected of a similar good and that it will have the characteristics described at the time of sale. Maison Goyard is also liable for any lack of conformity resulting from the packaging, assembly instructions or installation when the latter is its responsibility under the contract or was carried out under its responsibility. This guarantee will only apply if the Customer requests it within two years of delivery of the goods. Defects in conformity that appear within twenty-four (24) months of delivery are presumed to have existed at the time of delivery, unless proven otherwise.
The Customer may choose between repairing or replacing the Product, unless one of these options is impossible or involves a manifestly disproportionate cost for Maison Goyard, in which case Maison Goyard may choose the other solution. The repair, replacement or reimbursement of the Product will be free of charge for the Customer.
9.2 Hidden defects guarantee (art. 1641 to 1648 of the French Civil Code):
Maison Goyard delivers to the Customer a Product free from hidden defects which render it unfit for the use for which it was intended, or which so diminish this use, that the Customer would not have purchased it, or would only have given a lower price for it, if he/she had known about them. This guarantee will only apply if the Customer requests it within a period of two (2) years from the discovery of the defect.
In the event of a hidden defect, the Customer will have the choice of returning the Product and having the price and costs incurred by the sale refunded, or keeping the Product and having part of the price refunded. In all cases, it will be up to the Customer to prove that he/she meets the conditions of the guarantee.
10. Commercial guarantee
Only the marking of a personalised Product is guaranteed for one year from the date of purchase. Natural wear and tear of the Product, such as, but not limited to, chipping, is excluded from this warranty.
11. After-sales service and availability of spare parts
Any Product considered to be technically repairable may be the subject of an after-sales service.
For any repair request, we invite the Customer to contact the Customer Service Department, which will guide his/her through the procedures to be followed.
In accordance with Article L111-4 of the French Consumer Code, Maison Goyard informs its Customers that there is no guaranteed period of availability for spare parts essential to the use of the Products. However, Maison Goyard undertakes to make all reasonable commercial efforts to respond favourably to requests for spare parts, within the limits of available stocks and technical possibilities.
12. Limitation of liability
Maison Goyard may not be held liable for any damage that does not result from its failure to fulfil one of its obligations.
Maison Goyard shall not be liable for any breach of its contractual obligations in the event of force majeure or unforeseen circumstances, including, but not limited to, disasters, fires, internal or external strikes, internal or external failures or breakdowns, and in general any event preventing the proper execution of orders.
13. Intellectual property
Maison Goyard remains the exclusive owner of all intellectual or industrial property rights over the Products sold and their packaging. The Customer does not, therefore, have any of these rights to the Products, packaging or wrapping solely by virtue of their acquisition.
Any use whatsoever of the Goyard trademark or any other trademark belonging to Maison Goyard or any of its affiliated companies is strictly forbidden without its prior written consent.
The content and structure of the Website are protected under copyright law, as well as under intellectual property law, throughout the world.
As such, and in accordance with the provisions of the Intellectual Property Code, only private use is authorised, subject to different or even more restrictive provisions of the Intellectual Property Code.
Any reproduction or representation, in whole or in part, of any content on the Website (in particular any text, image, iconographic or photographic representation, trademark or logo) for any purpose and on any medium whatsoever is prohibited.
Failure to comply with this prohibition constitutes an infringement for which the Customer may be held civilly and criminally liable.
None of the provisions of these General Terms and Conditions of Sale may be interpreted as granting to the Customer a licence to any intellectual property rights whatsoever.
14. Protection of personal data
For the protection of personal data, the Customer may refer to the confidentiality policy available on the Website "Confidentiality Policy".
15. Applicable law - Disputes
These General Terms and Conditions of Sale are subject to French domestic law, to the exclusion of any international convention.
In the event of a dispute relating to these General Terms and Conditions or to the sale, Maison Goyard and the Customer will try as far as possible to resolve their dispute amicably.
In the absence of an amicable agreement, the competent court will be that of the Customer’s place of residence or that of the actual delivery of the Product.
· Recourse to the Consumer mediator:
If the Customer isa "consumer" within the meaning of the introductory article of the French Consumer Code, the Customer must first send Maison Goyard his/her complaint directly to the e-mail address [email protected] or by post to the following postal address:
Maison Goyard,
233 rue Saint Honoré
75001 Paris
If this attempt is unsuccessful, the Customer may have recourse to a conventional mediation procedure or any other alternative dispute resolution method, in particular by having recourse, free of charge, within one year of his/her complaint, to the competent consumer mediator in accordance with the provisions of Title 5 of Book I of the Consumer Code.
In order to resolve his/her dispute, the Customer may access the European online dispute resolution platform provided for in Regulation (EU) No 524/2013 of 21 May 2013 on the online settlement of consumer disputes, in particular cross-border disputes, by following the link http://ec.europa.eu/consumers/odr/.
If this mediation fails, or if the Customer does not wish to use it, he/she remains free to submit his/her dispute to the competent courts.
APPENDIX 1 - WITHDRAWAL FORM
This form must be completed and returned only if the Customer wishes to withdraw from the order placed on the Website, except in the case of exclusions or limits to the exercise of the right of withdrawal under the applicable General Terms and Conditions of Sale:
· By email: [email protected]
I hereby give notice of my withdrawal from the contract for the sale of the goods below:
Ordered on: ........................................
Received on: ...................................................
Order number: ............................
Name of consumer(s): ......................................................................................................
Address of the consumer(s) : ..................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
Signature of consumer(s) : :
Date : ..............................
