Terms of sale

1. PREAMBLE AND PURPOSE

The merchant site www.sanscomplexe.com (hereinafter the "Site") is an e-commerce site accessible via the Internet and is published by Wolf Lingerie SAS, a Société par Actions Simplifiée (simplified joint stock company), registered in the Strasbourg Trade and Companies Register under number 638 502 104, VAT number FR 85 638 502 104, and whose registered office is at 2 rue Alfred Kastler, 67610 La Wantzenau - France, 03 90 29 21 73 (hereinafter referred to as "Wolf Lingerie"). Share capital: €1,731,081.25.

Company e-mail address : contact@wolf-sa.fr

The Publication Director is Ana RAMIREZ, in her capacity as Digital Director.

The Site is hosted by Shopify International Limited

The Site enables Wolf Lingerie to offer for sale a selection of textile products and accessories bearing the Sans Complexe brand (hereafter the "Products"). These general terms and conditions of sale (hereinafter the "GTCS") are intended to define, exclusively for the purposes of the relationship that they establish via the Site, the reciprocal rights and obligations of the parties as well as the different stages of the ordering process.

The purchase of Products offered on the Site is subject to all of these GTC, without exception or reservation, which the Buyer expressly acknowledges.
Wolf Lingerie reserves the right to modify these GTC. The applicable GTCS will be those in force on the day the order is placed. In addition, each time an order is validated on the Site, the Buyer will be asked to confirm acceptance of the GTCS.

 

2. ORDERING TERMS AND CONDITIONS

2.1. CONDITIONS RELATING TO THE PURCHASER
Orders placed on the Site are reserved for private individuals of legal age and bank card holders (hereinafter referred to as the "Buyer"). The Products must be intended for personal use by the Buyer, to the exclusion of any resale operation.

2.2. DELIVERY ZONES
The delivery zone for products ordered on the Site is limited to Metropolitan France (including Corsica), Monaco, Belgium, Italiy, Spain, Netherlands, Germany and Austria.
For French overseas departments and territories, please contact us at contact [at] wolf-sa [dot] fr.

 

2.3. PRODUCTS SOLD
The Products offered for sale by Wolf Lingerie on the Site are those that appear on the Site on the day of consultation by the Internet user. If a Product is not available, Wolf Lingerie undertakes to inform the customer as soon as possible.
The Site allows a selection of Products to be ordered.
The Products offered for sale are described and presented as accurately as possible.
The Buyer is invited to consult the description of each Product to find out its characteristics (name, definition, composition, etc.), in accordance with article L 111-1 of the French Consumer Code.

 

2.4. AVAILABILITY
Offers of Products are valid within the limits of available stocks and for the period of validity of the offer indicated.
In this context, information on the availability of Products is provided when the order is placed. Errors or modifications may exceptionally occur, particularly in the case of simultaneous orders for the same Product by several Buyers.
In the event of unavailability of Products after validation of the order by the Buyer, Wolf Lingerie will inform the latter by email or telephone as soon as possible, offering a refund of the order. The Buyer will be reimbursed at the latest within 14 calendar days following the order, if the account has been debited.
Wolf Lingerie reserves the right to change the selection of Products offered on the Site at any time and without prior notice.

 

2.5. PRICES
Prices are quoted in Euros, inclusive of all taxes.
The prices indicated are guaranteed within the limits of available stocks, except in the event of significant changes in charges, in particular VAT.
The prices indicated do not include postage and packaging costs, which will be invoiced in addition and will be specified to the Buyer when the order is finally confirmed.
Order preparation and delivery costs are fixed, regardless of the number of Products and their value.

These preparation and delivery costs differ depending on whether they are chosen in :

France and Monaco

• Colissimo home delivery without signature: €5.50 incl. VAT
  
• Colissimo Point Retrait: €4.90 incl. VAT

Belgium and the Netherlands

• Delivengo home delivery without signature: €6.90 incl. VAT

Italy and Spain

• Colissimo home delivery with signature: €7.80 inc VAT
• Colissimo Point Retrait: €6.30 incl. VAT

Germany

• Colissimo home delivery with signature: €6.90 inc VAT
• Colissimo Point Retrait : €5,40 incl. VAT

Austria

• Colissimo home delivery with signature : €7,95€ incl VAT
• Colissimo Point Retrait : €6,45 incl VAT

Portugal

• Colissimo home delivery with signature : €8 incl. VAT
  

Greece, Malta, Slovenia, Croatia

• Colissimo home delivery with signature : €10 incl. VAT
  

Estonia, Finland, Ireland, Latvia, Lithuania, Luxembourg, Slovakia

• Delivengo home delivery with signature : €6,90 incl. VAT

 

 

3. ORDERS

3.1. REGISTRATION
At any time, the Buyer may consult his/her shopping basket, where he/she will find the following information:
- The sizes and quantities selected and the prices of the products selected
- A box for entering any discount codes if the Buyer has one
- A box for entering the gift card code if the Buyer has one.
From this basket, the Buyer can either change the number of products selected, delete one or more choices, continue shopping or finalise the order.
To order the Products selected, the Buyer, after clicking on the "pay for my order" button, must follow a purchasing process:

1. IDENTIFICATION
To be able to place an order, the Buyer has the option of registering on the Site or placing an order as a guest without having to create an account.
When registering for an account, the Buyer will be asked to provide his/her login details (e-mail address and password). The Buyer is informed and accepts that entering these two identifiers constitutes proof of his/her identity and expresses his/her consent to the conclusion of the order.
If they are already registered, they will also be able to connect directly using their login details.

2. ENTERING THE DELIVERY ADDRESS
The Buyer may enter a delivery address different from the invoicing address.
The Buyer must provide his/her title, surname, first name, postal address and a valid telephone number.

3. CHOICE OF DELIVERY METHOD
The Buyer will choose his/her delivery method from the options offered.

4. CHOICE OF PAYMENT METHOD
The Buyer will choose the method of payment from the options proposed.

3.2. VALIDATION
After having read the Order Form and the GTC, the Buyer clicks on "Pay my order" to confirm his/her order. Acceptance by the Buyer implies validation of the entirety of the GCS and the order, and implies that the sums due are payable.
As soon as the Buyer validates the order, it is transmitted to Wolf Lingerie and can no longer be modified or cancelled by the Buyer, other than under the conditions expressly provided for in these GTCS or under the conditions required by current law.
However, Wolf Lingerie reserves the right not to validate the order or to cancel it in the following cases (in the latter case Wolf Lingerie will inform the Buyer by email):

• if the ceiling indicated in the preamble of the present document is exceeded,
• if the delivery address is outside the delivery zone,
• if there has been total or partial non-payment of a previous order by the Buyer,
• if there has been a refusal to authorise payment by bank card by the banking organisations or players proposed in the payment averages

3.3. ORDER PRICE
The price of the order (payable in Euros) due by the Purchaser is the amount indicated on the bank card payment platform (Payplug), on the Paypal payment platform, on the Alma payment platform or on the Bancontact payment platform, depending on the payment method selected.
All orders must be paid for by bank card, Paypal, Alma, Bancontact or American Express immediately after the order has been validated.
Wolf Lingerie only accepts payment by one of the following bank cards: Carte Bleue, Visa, Mastercard, Bancontact and AMEX. Payment via Paypal or Alma is also possible.

The order will only be dispatched once the payment method has been verified and the Buyer's card has been authorised to be debited. The card is debited at the earliest when the order is validated. Wolf Lingerie has set up a system that guarantees secure online payment: it uses S.S.L (Secure Socket Layer) encryption to protect all data linked to payment methods via a partnership with one of Europe's leading operators.
A 3D Secure system has been installed to reinforce the security of the payment system. Purchasers whose banking establishment has 3D Secure will be asked to validate codes received by text message, email or any other means set up by the said banking establishments.
The personal banking data collected is never kept or stored on the site and is transmitted to the bank servers via the secure payment tool Systempay of the Banque Populaire. Under no circumstances is Wolf Lingerie the recipient of this data.

3.4. ACKNOWLEDGEMENT OF RECEIPT OF THE ORDER
Once payment has been made, a document summarising the order (hereinafter referred to as the "Order Confirmation") will be sent without delay to the Buyer, to the e-mail address indicated at the time of registration on the Site. This document contains all of the elements constituting the contract between the Parties.
Furthermore, Wolf Lingerie keeps the elements relative to any order for a period of 10 years from the date of the order and makes them available to the Buyer upon simple request sent by the latter to : Wolf Lingerie, Service Web - 2, rue Alfred Kastler, 67610 La Wantzenau.

3.5. DELIVERY
The Products will be delivered to the address indicated by the Buyer on the Order Form, within the time limits mentioned below:

Metropolitan France and Monaco

• Delivery by Colissimo: minimum 48 hours and maximum 15 working days from the day following the order payment date if the order is placed before 11am.
• Delivery by Relais Colis: minimum 48 hours and maximum 15 working days from the day following the order payment date if the order is placed before 11am.

Belgium and Nederlands

• Delivery by Delivengo: minimum 48 hours and maximum 15 working days from the day following the order payment date if the order is placed before 11am.

Italy and Spain

• Delivery by Colissmo: minimum 72 hours and maximum 15 working days from the day following the order payment date if the order is placed before 11am.

In the event of non-delivery within the stated time period, the Buyer must notify Customer Service within 14 days. After this period, no claim will be accepted.

In the event of non-delivery within the announced timeframe and if the order has not been dispatched, the Buyer will have the option of cancelling his/her order. Any sums paid by the Buyer will then be refunded within 14 calendar days, to the exclusion of any other compensation.

3.6. RECEIPT OF THE ORDER
On receipt of the order, the Buyer shall check the conformity of the Products received in fulfilment of the order.
Any apparent reservation must be notified in writing on the delivery slip presented by the carrier (i.e.: missing or damaged Products, damaged packages) and then confirmed in writing within 15 calendar days following receipt of the Products to the consumer service of Wolf Lingerie SA at the following address:

Wolf Lingerie, Service Consommateurs - 2 rue Alfred Kastler, 67610 La Wantzenau.

In the event that the order is delivered without delivery against signature, the Buyer must directly inform the aforementioned Wolf Lingerie Consumer Service of his/her reservations in writing within 15 calendar days following receipt of the Products.

Unless there is a legitimate reason, any complaint made after the 15 calendar day period will be considered inadmissible and Wolf Lingerie cannot be held responsible.

If the Buyer wishes to return one or more items, the procedure defined in article 4.2. applies.

In the hypothesis that the delivery address mentioned by the Buyer at the time of his/her order is erroneous, for whatever reason, and that delivery proves impossible, the Products will be returned to Wolf Lingerie. Depending on the Buyer's request, Wolf Lingerie will either proceed with a reimbursement in the form of a credit note for the price of the Products within 14 days of the return of the goods, without however reimbursing possible shipping costs, or the Products will be reshipped at the Buyer's expense.

4. RETURNS AND REFUNDS

4.1. EXERCISING THE RIGHT OF WITHDRAWAL
The Buyer has a period of 30 calendar days from the date of receipt of the Products ordered to return the Product(s) ordered, without having to justify any legitimate reasons.

The Product(s) must be returned to Wolf Lingerie in perfect condition, unworn, accompanied by proof of the return label. The fabric and cardboard labels must not be cut, they must be attached to the garments.

The Product(s) must have been purchased on the Site.

Products returned after the deadline, incomplete, damaged, worn, washed, damaged, soiled or without fabric/cardboard labels will not be reimbursed. In this case, we can send them back to you, at your expense.

For reasons of hygiene, panties, shorties and all bottoms sold in a set cannot be taken back if the packaging is opened. Lingerie accessories cannot be returned. Every sets of products (bras or bottoms) sold in a set must be returned in their entirety in order to be refunded (if 1 piece out of the 2 pieces that make up the set is not returned, the refund will not be made).

The Buyer may go directly to his/her account in the order tracking system (if an account was created when the order was placed) and request a return online or click on the ‘Make a return’ link in the footer (bottom part of the site) to request a return.

The Buyer may choose between a refund or a 12-month credit note to be used on the www.sanscomplexe.com website.
Once the choice has been made, it will no longer be possible to change it.

An order paid for as a credit note/gift card cannot be reimbursed by credit card/Paypal/Alma or any other method and will be credited as a gift card.


The Buyer must return the Product(s) to the following address:
Sans Complexe - Wolf Lingerie - 2 rue Alfred Kastler, 67610 La Wantzenau

If all the above-mentioned conditions are fulfilled and the Buyer returns the entire order, Wolf Lingerie will reimburse the Buyer the total amount of the returned Products and the shipping costs of the order within a maximum of 14 calendar days from receipt of the returned items or in the absence of proof of shipment of the returned items.

If all the above-mentioned conditions are met and the Buyer returns only part of his/her order, Wolf Lingerie will reimburse the Buyer for the amount of the returned Products within a maximum of 14 calendar days from receipt of the returned items or in the absence of proof of shipment of the returned items. The shipping costs of the order will not be reimbursed in this case.

The cost of returning the Products will be borne by the Buyer in the event of exercising the right of withdrawal. The return will be free for all orders placed on the site www.sanscomplexe.com, only in metropolitan France, Monaco, Belgium, Italy, Spain and the Netherlands

It is the Buyer's responsibility to keep all proof of this return. Thus, it is strongly recommended that the Buyer return the Products via the e-chronopost service available on the site.

In accordance with article 3.3, Wolf Lingerie will credit the credit card used at the time of purchase by providing its service provider with the information relative to the order number.

In case of payment by Paypal, the reimbursement will be made directly to the Buyer's Paypal account.

No returns will be accepted after 30 days from the date of dispatch.

No exchange will be made for purchases made online and for which the Buyer exercises his/her right of withdrawal in application of the provisions of article 4.1.

4.2. PRODUCT(S) THAT DO NOT CONFORM TO THE ORDER OR ARE DEFECTIVE
Without prejudice to the provisions of the legal guarantee and the right of withdrawal, the Buyer has a period of 2 calendar years from receipt of the Products to return any non-compliant or defective Product(s).
In the event of non-conforming or defective Product(s), the Buyer is invited to call 03 90 29 21 73, open Monday to Friday from 9:00 am to 7:00 pm, or to go to the "Contact" section (quality service) of the Site and indicate whether he/she would like an exchange or a refund.
The Purchaser must return the Product(s) together with the delivery note on which the Purchaser will have circled the Product(s) and quantity returned, to the following address:
Sans Complexe - Wolf Lingerie - 2 rue Alfred Kastler, 67610 La Wantzenau, France
The cost of returning the Product(s) is the responsibility of Wolf Lingerie. A return coupon to be stuck on the parcel allowing the Buyer to avoid franking the parcel will be sent to the Buyer for this purpose.

The Product(s) ordered not conforming to the order or defective must/ must be returned to Wolf Lingerie, accompanied by the delivery note and the original cardboard size label. The Product(s) must have been purchased on the Site.
It is up to the Buyer to retain any proof of this return.
If all the above conditions are met, Wolf Lingerie will exchange or refund to the Buyer the total amount of the Products returned within a maximum of 14 calendar days from receipt of the returned items or failing proof of shipment of the latter.
In accordance with article 3.3, Wolf Lingerie will credit the credit card used during the purchase by indicating to its provider the information relating to the order number. In case of payment by Paypal, the refund will be made directly to the Buyer’s Paypal account.

 

4.3. RETURN TO SENDER
In the event of a return to the sender, particularly in the following situations:

The recipient's details are incorrect or incomplete.
The parcel has not been collected from the relay point within the time allowed.
If the parcel is returned to us, we will offer you a choice of :

A gift card for the value of your order (excluding postage).
Reshipment of the parcel at your expense.
If you choose to have the parcel resent, we ask you to provide us with a Colissimo slip in PDF format, which you can download and pay for via the La Poste website: https://www.laposte.fr/colissimo-en-ligne

The sender's address is as follows:

Wolf Lingerie - Sans Complexe
2 rue Alfred Kastler
67610 La Wantzenau
FRANCE

5. RETENTION OF TITLE

Wolf Lingerie retains full ownership of the Products sold until full payment of the price, including fees and taxes. On the other hand, the Buyer assumes the risks (including loss, theft or deterioration) concerning the delivered Products and this from the date of receipt of the Products.

6. LEGAL GUARANTEE

The Products sold on the Site are subject to the conditions of legal warranties provided by articles L 211-4 and following of the Consumer Code as well as articles 1641 and 1648 of the Civil Code.

Article L.211-4. - The seller is obliged to deliver goods in accordance with the contract and is liable for defects of conformity existing at the time of delivery. It is also liable for defects in conformity resulting from packaging, assembly instructions or installation when the latter has been charged, contracted or carried out under its responsibility.
Article L.211-5. - To comply with the contract, the property must:

1. Be suitable for the usual expected use of similar property and, if applicable :

• match the description given by the seller and possess the qualities presented to the buyer as a sample or model;
• present the qualities that a buyer can legitimately expect with regard to public statements made by the seller, the producer or his representative, particularly in advertising or labelling;

2. Or have the characteristics defined by mutual agreement between the parties or be suitable for any special use sought by the buyer, brought to the knowledge of the seller and accepted by the seller.
(...)

Article L.211-12 - The action resulting from the lack of conformity is prescribed by two years from the issue of the property."
Article 1641 The seller is bound by the guarantee on account of the hidden defects of the thing sold which make it unfit for the use to which it is intended, or which diminish so much this use that the buyer would not have acquired it, or would have given it only a lesser price, if he’d known them.
(...)

Article 1648 The action resulting from the defects must be brought by the purchaser within two years from the discovery of the defect (...)."

Without prejudice to the provisions of the legal warranty and the right of withdrawal, the Buyer has a period of 2 calendar years from receipt of the Products to return any non-compliant or defective Product.
In the event of a non-compliant or defective Product(s), the Buyer is invited to call number 03 90 29 21 73 open Monday to Friday from 9:00 am to 7:00 pm, to go to the "Contact us" section (report a problem) or to write by email to the following address: service-client@sanscomplexe.com.

7. LIMITATION OF LIABILITY

Wolf Lingerie has for the steps of access to the Site, the order process, delivery or subsequent services only an obligation of means. It cannot therefore be held responsible for the non-performance of the contract due to force majeure.
Wolf Lingerie cannot be held responsible for any indirect damage resulting from the purchase of Products Sans Complexe on the Site. Wolf Lingerie disclaims any responsibility if the purchase made online is made by a minor.
Finally, although every effort is made to faithfully reproduce the colors and textures on the photos displayed, variations may occur compared to the original Products, in particular because of the technical limitations of the rendering of the colours of the Buyer’s computer equipment. Wolf Lingerie disclaims any responsibility if the color or texture of the Product differs from those visible on the Buyer’s computer equipment.

 

8. INTELLECTUAL PROPERTY

All elements of the Site, whether visual or sound, including the underlying technology, are protected by copyright, trademarks, designs or patents. They are the exclusive property of Wolf Lingerie.
Similarly, the Products marketed on the Site are subject to private rights belonging to the company Wolf Lingerie. Any reproduction or representation by any means or process and on any medium is prohibited.
The Buyer who has a personal website and who wishes to place, for personal use, on his site a simple link directly to the home page of the Site, must necessarily ask permission from Wolf Lingerie.
Notwithstanding the foregoing, any hypertext link to the Site is strictly prohibited.
In any case, any link set up without authorization to the Site must be removed on request from Wolf Lingerie.
Hypertext links may link to sites other than the Site. Wolf Lingerie disclaims all liability in the event that the content of these sites contravenes the laws and regulations in force.

 

9. PERSONAL DATA – TELEPHONE CANVASSING

Wolf Lingerie collects and uses personal data in connection with the use of the website www.sanscomplexe.com, in particular for the management of orders and commercial relations with customers.
Please see the Personal Data Privacy Policy for more information about what information is collected, for what purpose it is used, and how the Buyer may access, modify or delete its information.
The Buyer has the possibility to register for free on a list of opposition to the telephone solicitation BLOCTEL (www.bloctel.gouv.fr) in order to no longer be solicited by telephone by a professional with whom he has no contractual relationship in progress.
Consumers can register for free on this list at https://conso.bloctel.fr/index.php/inscription.php.

 

10. COOKIES

The order process requires that the Buyer’s computer accepts «session cookies». If they have been deactivated, the Buyer must modify his 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 users from different services and to provide the best experience on our website.
Please see the Cookie Policy for more information on how to use and disable cookies.

11. NO WAIVER / PARTIAL VALIDATION

The fact that Wolf Lingerie refrains from requiring the performance of one of the provisions of the GTC at a given time cannot be interpreted as a waiver of the right to invoke the said total or partial non-performance at a later date.
If one or more provisions of this contract are held to be invalid or declared to be invalid pursuant to a law, regulation or following a final decision of a competent court, the other provisions shall retain their full force and scope.

 

12. CONTRACT INTEGRITY

These GTC and the order summary sent to the Buyer form a contractual set and constitute the entire contractual relationship between the parties.

13. DISPUTE RESOLUTION, APPLICABLE LAW AND JURISDICTION

Wolf Lingerie and the Buyer undertake to seek an amicable solution before any legal action.
In accordance with the provisions of the Consumer Code concerning the amicable settlement of disputes, WOLF LINGERIE adheres to the Service of the Mediator of e-commerce of the FEVAD (Federation of e-commerce and distance selling) whose coordinates are as follows: FEVAD BP 20015 - 75362 PARIS CEDEX 8 – http://www.mediateurfevad.fr After prior written representations by consumers to WOLF LINGERIE, the Ombudsman Service may be seized of any consumer dispute whose settlement has not been successful. To find out how to refer the matter to the Ombudsman, click here.
Alternatively, the European Commission has set up a dispute resolution platform to collect any complaints from consumers following an online purchase and then forward them to the relevant national ombudsmen. This platform is accessible by clicking here.
In the absence of an agreement reached within the framework of the mediation, these GTC and the contractual relations between the Buyer and Wolf Lingerie are governed and interpreted in accordance with French law. Any dispute relating to the interpretation, performance or breach of contract concluded between the Buyer and Wolf Lingerie, even in the case of multiple defendants, will be submitted to the competent courts.

 

14. SIGN UP FOR THE SANS COMPLEXE NEWSLETTER

The information collected on this form is recorded in a computerized file by Wolf Lingerie SA in order to send newsletters and commercial offers.
They are kept for 3 years and are intended for the Marketing Department. In accordance with the GDPR, you can exercise your right to access and rectify your personal data by contacting: the Digital Marketing department, dpo[at]wolf-sa[point]fr. By registering via this form you agree to receive our communications by email.
Sans Complexe reserves the right to make minor corrections to your personal information collected in order to fulfill its contractual obligations and meet your expectations.