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Kundenservice Allgemeine Geschäftsbedingungen

 

1. General

Welcome to our terms and conditions. Please read them carefully and consider them before making a purchase, as they establish what you can expect from us and what we expect from you. When we say "us", "we" or "ARKET", we mean ARKET through H & M Hennes & Mauritz S.A​.
These terms and conditions apply when you place an order with us via the website www.arket.com or our mobile application  (from now on referred to as the "Online Store").

By placing your order you agree to be bound by these terms and conditions, or the "Terms" as we will call them from now on. Therefore, please make sure you have read and understood them before ordering. 

To place an order you must have the right to enter into agreements, meaning that you must be at least 18 years old and not be under guardianship. You must also have a valid email address and a delivery address in Switzerland, excluding mail forwarding companies.  

You may not place an order for corporate, commercial or self-employed activities. We do not issue commercial VAT invoices for corporate use.

We have the right to amend these Terms, but the Terms that you approve at the time of your purchase will always apply for that particular purchase. Any changes made will be included in the latest published version of the Terms in the Online Store. Changes to the Terms will be effective from the time you accept the Terms, i.e. in connection with you making a new purchase. This means that we might and probably will change our Terms every now and again, so keep on visiting this page to stay up to date. As we do not archive previous versions of the Terms, we recommend that you save a copy when making a purchase.

 

2. Prices and delivery charges

The prices displayed in the Online Store include the statutory value added tax, but do not include delivery charge. In the checkout view, the total cost for your purchase including delivery charge will be displayed.

Please note that prices in the Online Store can differ from prices in our physical stores.

The cost for delivery is shown in the checkout view, where available delivery options are presented. You can also find more information here. The delivery options available to you depend on your delivery address and ordered items. If we are unable to deliver your order in full and must make more than one delivery, you will only be charged for the single delivery.

We may from time to time offer promotions, discount codes, gifts and other offers. Such offers are valid only for the period specified in connection with such offers and on the terms directly associated with them. Offers cannot be combined with other discounts unless expressly stated otherwise in the Online Store. You need to fill in the discount code for the offer before completing the purchase in order to use the offer.

 

3. Ordering

Do you want to place an order? Great! This is how you do it. You collect the items you wish to order in your shoppingbag using the "Add to bag" button. In the shoppingbag view, you can review your order and remove any item you have changed your mind about before proceeding to the checkout. When you place your order by clicking the "Pay Order" button, you are making a binding offer to purchase the items in the shoppingbag. Depending on your selected payment method, further steps may be required to finalise your payment.

On receipt of your order, we will send you an automatic email confirmation that your order has been placed. Please note that a placed order is an offer and does not constitute a binding contract until the order has been approved by us. If we approve your order, we will send you a shipping confirmation email that includes all relevant information about your order and its delivery. The shipping confirmation email is our approval of your order and the conclusion of our contract.

For various reasons, we may not be able to approve your order. We reserve the right to not approve your order for any 3.3.a. operational, 3.3.b. legal, or 3.3.c. commercial reason. For example, this could be the case if the item you ordered is defect and we have no more items in stock, or in case we suspect that items are being ordered for commercial reselling purposes. If we are unable to approve your order, we will let you know at the earliest opportunity after the automatic email confirmation has been sent, but naturally before we approve your order and send you the shipping confirmation.

If we have already received payment for an order that is not approved by us, we will attempt to refund the applicable amount using the same method you used to make the payment. If alternative arrangements are necessary for any reason, we will contact you to settle the refund.

An order must total at least CHF 5 after deduction of vouchers or discounts to be processed.

 

4. Payment

You can pay for your goods in various ways as set out below. Depending on the payment method you choose, additional costs and terms may apply. 

 

PayPal
When paying by PayPal, ARKET reserves the right to check the validity of the PayPal account, that there are enough funds to cover the purchase sum and validate the billing address details of the purchaser. The applicable amount will immediately be reserved on your PayPal account but will not be debited until the goods are dispatched from the warehouse. ARKET reserves the right to deny any purchase.

 

Klarna

PAY NOW – You can enter your payment details at the time you place your order using a valid credit or payment card (with a VISA and Mastercard). The applicable amount will immediately be debited on your credit/payment card. ARKET reserves the right to check the validity of the credit/payment card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

 

PAY LATER – This payment option allows you to buy now and pay later, depending on eligibility. As soon as your order has been confirmed, you will receive information from Klarna on how and when to complete your payment.  Please note that this option is only available to customers in selected markets, including Switzerland. If you are not eligible, you will only see the Pay Now option at the checkout.

 

Please note that ARKET cannot provide details of why you are not be eligible to pay using our Pay Later or Slice It options. If you have any questions regarding payment, please contact Klarna customer support.

 

Other

You are obliged to submit a correct e-mail address and to inform ARKET if your e-mail address changes. Please note that ARKET reserves the right to send payment requests to your e-mail address.

Please note that we are unable to accept gift cards and merchandise cards as forms of payments in the Online Store.    

You will receive your receipt in the shipping confirmation e-mail.

ARKET reserves the right to assign or pledge to third parties any claim for payment which have arisen in connection with the purchasing of goods via the Online Store.

 

5. Delivery


So, when will my order arrive, you wonder? In the checkout view, before placing your order, you will be informed of the delivery options available to your specified delivery address, including the estimated delivery time following our approval of your order and the cost for each option. You can also find more information here. If we approve your order, you will receive a shipping confirmation email containing all relevant information about your order and chosen delivery option.

Even though we do our very best to deliver within the communicated time frame, delivery may sometimes take longer due to unexpected events. If your order does not arrive by the estimated time of delivery, please contact Customer Service and they will try their best to help you.

 

6. Returns

 

Changed your mind? No problem. According to EU consumer protection legislation, you have the right to withdraw from your whole purchase or part thereof for any reason at all within 14 days from the day you receive your order. In addition to this, we give you 14 days extra as an extended right to return any or all items in your order. This means that you have a total of 28 days to make a return for any reason at all.

 

You can return your items in several different ways. 

 

Preferably, you can use the pre-printed return form that is included in your parcel upon delivery. Please fill in and place the return form as well as the item you wish to return in the parcel you received it in, attach the pre-printed shipping label, and drop off the parcel at a designated drop off point.  

 

Alternatively, you can notify us of your wish to make a return by sending an email to Customer Service, or, fill in and submit to us the standard form issued by your local Consumer Rights Authority. After that, you place the item you wish to return in the parcel you received it in, attach the pre-printed shipping label, and drop off the parcel at a designated drop off point. 

 

If you want to arrange for the return of your item in alternative manner, please contact Customer Service. Depending on your delivery address, there may be further return alternatives. For more information about available options, please click here

 

If you want to arrange for the return of your item in alternative manner, please contact Customer Services at kundenservice.ch@arket.com (customer service in German), serviceclient.ch@arket.com (customer service in French), or servizioclienti.ch@arket.com (customer service in Italian).

 

When notifying us, you may choose to use the following optional template, but it is not required: 

To H & M Hennes & Mauritz S.A​. I hereby give notice that I withdraw from my contract of sale of the following goods (insert order number), received on (insert date). Kind regards, (insert your name, address and date).

 

Please include the correct and complete item in the parcel, otherwise we cannot process your return. We want to highlight that you can only return items purchased in the Online Store - you cannot include items purchased in our physical stores in the parcel. If you do not have a parcel or pre-printed shipping label, please contact Customer Service to ensure that your item is returned to the correct address, otherwise we cannot process your return.

If you choose to make a return, we will refund you the order value and the cost of delivery. You will however, unless otherwise indicated in the Online Store, be charged for the cost of the return amounting to CHF 5. Please note that if you have chosen a more expensive delivery option than standard delivery, only an amount equal to the cost of standard delivery will be refunded. Furthermore, should you choose to keep certain items and only return parts of your order, the delivery cost will not be refunded.

The refund will be made to the same payment method you used to place the order. We aim to make the refund as soon as possible and at the latest within 14 days of us receiving the items back or you providing evidence of having sent back the items. If you have not received your refund within 10 days, please contact Customer Service and we will help you. 

We will give you a full refund for any returned item provided that it is returned in the same condition as it was in upon your receipt. If an item in any way has been damaged, soiled, washed, altered or worn (other than to try the item on) and the value of the item has been reduced, we have a right to make a deduction on your refund with an amount corresponding to the diminished value of the item. So, treat your products with care please. 

The right of withdrawal and return does not apply to products that are sealed and which are unsuitable for return for reasons of health protection or hygiene if the seal has been removed, such as certain underwear, swimwear, piercing jewellery, face masks, beauty products and cosmetics.

 

7. Defects

 

Is there a problem with the item you ordered? According to applicable consumer protection legislation, all products must be free from defects, meaning that they shall conform with the contract of sale, be fit for purpose, and perform like any other products of the same type. Please submit your complaint to us if this is not the case, we're happy to help.

We will, depending on the item, relevant defect and your request, offer to repair or replace the item with a new one for any item deemed defective. If this is impossible or would generate disproportionate costs, we will offer you a price reduction or refund depending on your preference.

If an item you have received is defective and you notice the defect within 30 days after your receipt of the item, you may choose to follow the instructions in section 6 (Returns). Please indicate that the item was defect in the return form or in your communication with Customer Service.

 

8. Our Liability

 

All reasonable efforts are made to ensure that information in our Online Store is accurate, complete, and current. Despite our best efforts, information may occasionally be inaccurate, incomplete or out of date. We are not bound by any such information if you realised or should have realised that the information was inaccurate, incomplete or out of date.

We do our best to accurately display and describe the attributes of our products in the Online Store regarding measurements, composition and colours. However, the colour you may see depends on your device. Our measurements are only approximate values to better estimate the model or fit of that specific item. It is not a guarantee of the actual measurements of the item you receive since the final measurements may vary depending on the material used in its production. If you are not satisfied with the item you ordered, you may return the item. Please see section 6 (Returns).

What happens when things go really wrong? In case of an event beyond our control occurs, and which we are not able to reasonably overcome or anticipate, we will no longer have an obligation to fulfil our contract with you. Such an event might include government action or omission, new legislation, labour law conflict, war or danger of war, major disturbance of public order, sabotage, extreme weather conditions, fire, explosion, pandemic, epidemic, virus, and natural disasters. If any of these events occur, we are not obliged to compensate you for any damages. Please note that you as a consumer always have the right to cancel your purchase under any such circumstances.

 

9. Complaints and dispute resolution

 

If you have a complaint regarding any of our products or services, please let us know by contacting Customer Service at kundenservice.ch@arket.com.

We adhere to applicable alternative local dispute resolution mechanisms for the settlement of potential customer complaints.

Customers within the EU may file complaints to the EU's online dispute resolution platform, the so-called "ODR platform". The ODR platform offers consumers and traders within the EU the possibility of reaching an out-of-court settlement for complaints arising from online purchases. This single entry point is designed to be a user-friendly and interactive website, available in all EU official languages and free of charge. Using the ODR platform, the consumer and the trader can find a dispute resolution body and then go through the process of finding a solution to the consumer's complaint. The ODR platform is available here: http://ec.europa.eu/odr.

We adhere to applicable mandatory consumer protection legislation and we have no intention of excluding or restricting such rights you may have through these Terms.

 

10. Severance

 

If any clause in these Terms is found to be unenforceable for any reason, this will not affect the enforceability of any other clause in these Terms.

 

11. Company Information

 

H & M Hennes & Mauritz S.A.

Registered office: Uriniastrasse 31, CH-8001 Zurich, Switzerland.

Registered number: CHE-101-333.829 Vat no: CHE-101.333.829 MWST

Contact Details: Customer Service

Email:  kundenservice.ch@arket.com (customer service in German)

serviceclient.ch@arket.com (customer service in French)

servizioclienti.ch@arket.com (customer service in Italian)

Phone: +41 43 588 2444 (International call charges apply and mobile phone prices may vary)