Terms and Conditions of Sale

 

 

These Terms and Conditions of Sale (“T&C”) apply to the sale of any products under the Dolce & Gabbana group brands (the “Products”), through the official website www.dolcegabbana.jp (the “Website”). 

 

The vendor is Dolce & Gabbana Japan K.K., with registered office in Tokyo, Minato-ku, Minami-Aoyama, 2-2-3, Hulic Aoyama Gaien Higashi dori Building, 5th Floor, JCT Number T6010401045216 (“Dolce & Gabbana” or “Vendor”). 

 

 

Responsible Person Nick Waddington 
E-Mail [email protected]
Contact Phone Number +81 120-579-457

 

 

The use of the distance selling service is reserved exclusively for consumers, as defined by Japanese law, who have reached the age of majority and are legally capable of acting, who act for purposes unrelated to any entrepreneurial, commercial, artisanal or professional activity carried out (hereinafter referred to as “Customers” or, in the singular, “Customer”). Resale or purchase for professional purposes is expressly prohibited.  

 

These T&C are published on the Website to allow them to be known, stored and reproduced in accordance with the law. The purchase of Products is governed exclusively by the version of the T&C in force at the time the contract is concluded. 

 

For any information relating to the purchase of Products, please contact Customer Service, whose contact details and operating time slots are indicated in Section 13 below (Contacts and Communications). 

 

 

1. Scope and Amendments

 

1.1 Geographical Scope and Sales Channels. These T&C apply to all distance sales concluded with delivery in Japan, including sales made through the “Click & Collect” method (in-store collection). 

 

1.2 Changes to the T&C. Dolce & Gabbana reserves the right to modify these T&C at any time. Any amendments shall apply exclusively to sales concluded after publication of the updated version on the Website. 

 

1.3 Sale of Alcoholic Beverages. In accordance with the Japanese Act on the Prohibition of Drinking Alcohol by Minors, the purchase of alcoholic beverages through the Website is reserved exclusively for Customers who are at least 20 (twenty) years of age. By placing an order for alcoholic beverages, the Customer represents and warrants that he/she is at least 20 years of age. The Vendor reserves the right to request proof of age at the time of the order and/or upon delivery or collection, and to refuse or cancel the order, refunding any amount already paid, where the Customer fails to provide such proof or is under 20 years of age. Alcoholic beverages shall not be delivered or handed over to persons under 20 years of age. 

 

 

2. Product Information

2.1 Features and Images. The essential characteristics of the Products are presented on the Website within the individual pages dedicated to each Product, accessible via a specific link (“Product Sheet”). 

The images on the Product Sheets are for illustrative purposes only. While the Vendor endeavors to provide an accurate representation of the Products, minimal differences may also emerge due to the browser and monitor used to access the Website and view the images. In case of inconsistencies, the textual description shall prevail. 

The estimated delivery dates for those Products expressly indicated on the Website as “Pre-Order” or as “Pre-Order Products” or as “Customized Products”, in the case of Products not yet ready for shipment, shall be indicated in the link relating to the product itself. 

 

2.2 Mandatory Information under the Act on Specified Commercial Transactions. In accordance with the Act on Specified Commercial Transactions, the Vendor provides Customers with the following information in relation to mail-order sales conducted through the Website. 

Such information is made available on the Website, including within the relevant Product Sheets and/or through a clearly identifiable and easily accessible dedicated page, and/or on the final order confirmation screen: 

  1. Sales Price and Additional Costs: the total sales price of each Product, including applicable taxes, as well as any additional charge borne by the Customer, such as shipping fees or other charges.
  2. Payment Methods and Timing: the available methods of payment and the timing at which payment is due, including any applicable conditions.
  3. Delivery and Performance: the estimated time of shipment or delivery of the Products, or the period within which the Vendor shall perform its obligations.
  4. Cancellation, Returns, and Withdrawal: the conditions, procedures, and time limits applicable to cancellation, return, or withdrawal, including any charges to be borne by the Customer.
  5. Duration of the Offer: where the offer for the purchase of a Product is subject to a limited application period, the existence and details of such period.

 

The above information shall be presented in a clear and comprehensible manner in accordance with applicable laws and regulations. 

 

2.3 Customizations. If expressly indicated in the individual Product Sheet, the Customer may make customizations on the Products before proceeding with the purchase of the same (“Customized Products”). In particular, the Customized Products can be integrated with specific details requested by the Customer, through methods such as hot stamping or engraving, as the case may be. 

 

The Customer bears full responsibility for the customization choices to be applied to the Customized Products. The Vendor reserves the right to refuse customizations that are contrary to the law, offensive or likely to infringe the rights of third parties. 

 

 

3. Availability, Quantity Limits and Order Rejection 

 

3.1 Availability. All orders are subject to availability. Dolce & Gabbana reserves the right to change the range of Products available on the Website at any time.  

3.1.1 Notify Me. In the event of temporary unavailability of a Product, the Customer may select the “Notify Me” function and enter his/her e-mail address in order to receive a notification when the temporarily unavailable Product becomes available for purchase again. The notification does not constitute a reservation of the Product, nor does it guarantee its availability. 

 

3.2 Quantitative Limits. In order to ensure optimal service and prevent purchases for resale purposes, the Vendor may apply quantitative limits per Product or per category. 

 

3.3 Rejection of Orders. Without prejudice to any rights afforded to the Customer under applicable mandatory law, the Vendor reserves the right to refuse orders for legitimate reasons, such as, but not limited to: 

(i) ambiguity or incompleteness of the information provided by the Customer at the time of purchase; 

(ii) previous defaults by the Customer; 

(iii) suspected fraudulent activity by the Customer; 

(iv) total or partial unavailability of the Products; 

(v) inability to deliver the Products. 

 

In the event of refusal of an order, the Vendor shall refund any amount already paid by the Customer. 

 

 

4. Conclusion of the Contract

4.1 Legal Qualification. The presentation of the Products on the Website, together with their prices, does not constitute a binding offer, but an invitation to offer. 

 

4.2 Purchase Process. To conclude a purchase order, the Customer must follow the following purchase procedure: 

  1. click the “add to cart” button, available on each product page relating to the Products the Customer intends to purchase;
  2. click on the icon relating to the shopping bag;
  3. check the summary (including prices, taxes and any shipping charges);
  4. click on “continue”;
  5. in the case of a registered Customer, enter the e-mail address and password to access the personal account; in case of unregistered Customer, enter the e-mail address;
  6. enter the contact details;
  7. select the shipping method;
  8. enter the data relating to the shipping method;
  9. enter the billing address, in case it is different from the shipping address;
  10. select the payment method and enter any additional information required by the payment service provider;
  11. accept the T&C and the Privacy Policy in force at the time of conclusion of the order;
  12. click on the “Proceed” button, aimed at confirming the order.

 

4.3 Shipping Charges. Shipping charges, if applicable, are indicated prior to purchase and in the order summary. Non-standard shipping methods may result in additional charges to be borne by the Customer. For more information, the Customer is invited to consult the appropriate “Shipping and Returns” section available on the Website. 

 

4.4 Confirmation. Following the transmission of the purchase order, the Customer shall receive a confirmation e-mail relating to the receipt of the same. Such e-mail does not constitute acceptance of the order nordoes it, therefore, represent confirmation of the conclusion of the contract between the Vendor and the Customer. 

The sales contract between the Vendor and the Customer shall be concluded exclusively when the Vendor sends an e-mail confirming shipment of the Products to the Customer. 

 

4.5 Orders with Partial Availability. With reference to an order relating to several Products (“Multiple Order”), in the event that only some of them are available, the Vendor shall contact the Customer to confirm the partial shipment of the Products. 

The Vendor shall charge the Customer only the price of the Products available and shipped. 

 

4.6 Pre-Orders. If pre-order Products (“Pre-Order Products”) are offered on the Website, the estimated delivery times shall be indicated in the Product Sheet. The charge may be made as specified in Section 6.2 below. 

 

4.7 Online Client Advisors. The Customer may use the Online Client Advisors service, consisting of personalized assistance during the online purchase process, provided by a digital sales team. The Customer may access the service through the dedicated form available on the Website or via WhatsApp, available to registered users. 

 

4.8 Order on Behalf. The Customer may also use the Order on Behalf service, through which a sales assistant at a Dolce & Gabbana boutique or an Online Client Advisor may add Products to the cart on behalf of the Customer. The Customer shall receive a transactional e-mail containing a payment link, through which the Customer may choose the preferred payment method and enter the relevant data. Orders placed through the Order on Behalf service shall be governed by these T&C.

 

 

5. Pricing 

5.1 Prices and JCT. Prices are expressed in Japanese Yen (JPY) and include JCT. 

 

5.2 JCT Changes. In the event of a change in the JCT rate between order and delivery, the rate in force on the date of supply shall apply, unless payment has already been made in full. 

 

5.3 Additional Charges. Any shipping cost, together with any additional charges, if borne by the Customer, shall be clearly displayed before the order is confirmed and in the purchase summary. 

 

The Vendor shall request the Customer’s express consent in relation to any additional charge. 

 

 

6. Payment Methods and Billing

6.1 Accepted Payment Methods. Payment can be made using the methods indicated on the Website and in the order form, including, but not limited to: 

  • credit/debit card (Mastercard, Visa, American Express, Maestro, Discover, Diners, Union Pay, JCB);
  • bank transfer;
  • eWallet (e.g. Apple Pay, Google Pay, Amazon Pay);
  • PayPal;
  • cash on delivery (COD);
  • convenience store payment (kombini);
  • store credit.

 

6.2 Billing Timelines. For payments made by credit or debit card, the Customer’s card shall be charged in accordance with the payment service provider’s practices and, in any case, not before the Products are shipped. 

In the case of a purchase made through a Pre-Order or the purchase of a Customized Product, the charge shall be made directly at the time of completion of the order on the Website. 

 

6.3 Payment Security. The Vendor implements anti-fraud and risk assessment systems in compliance with applicable regulations. 

In the case of payment made by credit/debit card, the financial information (for example, the credit/debit card number or the date of its expiry) shall be forwarded, via encrypted protocol, to the banks that provide the relevant remote electronic payment services, without third parties being able to access it in any way. 

The Vendor shall not, under any circumstances, use such financial information, except as strictly necessary to complete the procedures relating to the purchase of the Products and to issue the relevant refunds in the event of any return of the Products. 

 

6.4 Non-Payment. If the payment is unsuccessful, the order shall be automatically deemed cancelled, and the Vendor shall notify the Customer by e-mail of such cancellation. 

 

6.5 Invoicing. At the express request of the Customer and subject to the indication of the tax data at the time of the order, the Vendor shall proceed to issue an invoice in electronic format. 

 

 

7. Delivery and Click & Collect 

7.1 Delivery Locations. Delivery shall be made to the address indicated by the Customer at the time of conclusion of the order. 

 

7.2 Delivery Times. Unless otherwise indicated to the Customer, delivery shall take place within the estimated timeframe at the time of conclusion of the order and, in any case, within 30 (thirty) days from the conclusion of the contract, except in cases of force majeure or unforeseeable circumstances that the Vendor shall promptly communicate to the Customer, adopting – where possible – any measures necessary to minimize the impact of the delay. 

If the Vendor does not deliver the Products within the aforementioned deadlines, the Customer may request that delivery be made within an additional period appropriate to the circumstances. If delivery is not made within such additional period, the Customer shall have the right to terminate the purchase contract and the Vendor shall provide for the full refund of all sums paid. 

With reference to Customized Products, delivery times may be longer than the standard ones, due to the customization to be made to the Products. 

 

7.3 Conformity. The Customer assumes the risk of loss of or damage to the Products when he/she, or a third party designated by him/her and other than the carrier, takes physical possession of the Products. 

Upon receipt of the order, the Customer must verify the integrity of the Products, in order to ascertain that Products correspond to the items ordered and that they do not present any lack of conformity. 

In the event that the Products purchased do not match the order placed, the Customer may return the items concerned in accordance with the procedures set out in Section 8 below. 

 

7.4 Failed Delivery. In the event of non-delivery due to the absence of the recipient and failure to reorganize within the terms indicated by the carrier, the order may be cancelled, and the Customer shall be refunded the full amount paid. 

 

7.5 Click & Collect. When placing the order, the Customer may select the “Click & Collect” option among the available shipping methods, also indicating the boutique, among those offering this service, at which the Customer will collect the order. The Customer shall be notified by e-mail and/or SMS when the order is available for collection. The order shall be available for collection at the selected boutique for a period of 15 (fifteen) days following receipt of the notice of availability. Upon expiry of such period, in the event of failure to collect, the contract shall be terminated and the Customer shall be refunded the amount paid, in accordance with Section 8. The Customer may collect the order personally or delegate a third party. 

 

 

8. Right of Withdrawal, Returns and Refunds

8.1 Cooling-off Period. The Customer is granted by the Vendor a 15 (fifteen)-day cooling-off period (“Cooling-off”), from the date of delivery or collection of the Products, during which the Customer may return the Products without providing any reason, subject to the conditions set out below. This contractual right is granted in addition to, and does not limit, any statutory rights available under Japanese law. 

With reference to a Multiple Order, in the case of separate delivery and on different dates, the term starts from the delivery of the last Product. 

 

8.2 Exercise Methods. The Customer may exercise the Cooling-off right (and, therefore, return the Products purchased) by initiating the return request through the Website and performing the following steps: 

  1. access the appropriate section;
  2. select the Products to be returned, specifying the reason for the return for each Product;
  3. select the method to make the return and, specifically:
    1. home collection by courier;
    2. return via delivery point;
    3. in-store return, by selecting the boutique at which the return will be made;
  4. in case of home collection by courier or return by delivery point, print the return label received by e-mail to the address provided by the Customer and affix it to the original packaging.

 

8.2.1 In-store Return. With specific reference to in-store returns, the Customer shall indicate, for each Product to be returned, whether he/she wishes to receive (a) a refund, or (b) a Product of equal value in replacement of the returned Product and, in such case, select the replacement Product. Where necessary, the Customer may designate a third party to carry out the in-store return on his/her behalf. 

 

8.3 Exceptions. The Cooling-off right granted under Section 8.1 does not apply to the following categories of Products: 

  • Customized Products;
  • sealed products that are not suitable for return for hygiene or health protection reasons and opened after delivery;
  • cosmetic and beauty Products — irrespective of whether supplied with a seal — which, by their nature or due to their packaging and intended manner of use, are unsuitable for being returned to circulation once opened, used, tampered with, or otherwise altered after delivery;
  • Products sold in combination with each other (“Kits”) not returned in their entirety.

For the avoidance of doubt, the above exclusions apply solely to the contractual withdrawal/Cooling-off right and do not affect any statutory rights of the Customer under applicable Japanese law in respect of defective or non-conforming Products. 

 

8.4 Return. The Customer must return the Products without undue delay and, in any case, within 14 (fourteen) days of the submission of the return request. 

 

8.5 Refunds. Dolce & Gabbana shall refund the Customer the price of the returned Product (and any shipping charges incurred) within 14 (fourteen) days from receipt of the returned Product or, if earlier, from the moment the Customer provides evidence of having correctly shipped back the returned Product. The Vendor reserves the right, once the Products have been received, to carry out the verification of the return conditions referred to in Section 8.6 below. 

The refund is made using the same means of payment used for the purchase, unless otherwise agreed. 

 

8.6 Return Conditions. The Products must be returned intact, in their original packaging and complete with all components (including packaging, labels, certificates, accessories, manuals, seals, etc.). Footwear must be tried on a protected surface. The return of Products that are incomplete, ruined, damaged, dirty or otherwise in such a condition as to reasonably suggest that they have been used or worn shall not be accepted; alternatively, in accordance with applicable law, failure to meet the above requirements may result in a proportional reduction in the refund relating to the returned Products. 

 

8.7 Exchanges. The Customer may exchange the Products ordered according to the same procedures provided for the return, based on the provisions of Section 8.2. 

 

The exchange is subject to the availability of the replacement Product and the conditions of integrity indicated in Section 8.6.

 

 

9. Warranty of Products Sold 

9.1 Liability for Non-Conformity with the Contract. In case the Products do not conform to the purchase contract, the Customer may exercise the remedies available under applicable Japanese law. 

Dolce & Gabbana may require proof of the date of delivery of the Products. To this end, the Customer is invited to keep the appropriate delivery receipt, which can be downloaded from the Website of the courier who made the shipment.  

 

9.2 Conformity Check. Once the order has been received, the Customer is required to verify that the Products correspond to what is indicated on the Product Sheet. In the event that discrepancies are found, the Customer is encouraged to report them to Customer Service within a reasonable period of time from the day of such discovery and return the Products in accordance with the procedures set out in Section 8. 

 

9.3 Remedies. In the event of lack of conformity, the Customer may request remedies available under Japanese law, which may include repair, replacement, price reduction or termination of the contract, depending on the nature and circumstances of the non-conformity. 

Termination of the contract shall not be available where the non-conformity is minor. 

 

9.4 Costs. All costs necessary to bring the defective Product into conformity (including those related to materials, labor, shipping/collection and redelivery) shall be borne by Dolce & Gabbana. 

 

9.5 Presumption and Prescription. Unless proven otherwise, it shall be presumed that the lack of conformity which becomes apparent within one year of delivery already existed on that date.  

The Customer’s rights to the remedies set out in Section 9.3 shall be subject to the limitation period provided under the applicable mandatory law.  

 

9.6 Exclusions. Damage resulting from misuse, negligence, impacts, abrasions, exposure to heat or light sources, unauthorized repairs or alterations not carried out by Dolce & Gabbana, normal wear and tear, loss or theft are excluded from the warranty. 

 

 

10. Intellectual Property 

The “Dolce & Gabbana” trademarks, distinctive signs, designs, images, logos and any other intellectual property rights related to the Products and related media are the exclusive property of the companies of the Dolce & Gabbana group and are protected by applicable laws. Any unauthorized reproduction, modification, or use is prohibited.

 

 

 11. Processing of Personal Data 

Personal data are processed in compliance with the applicable legislation and the Privacy Policy available on the Website, which is an integral part of these T&C. 

For any information relating to data processing, the Customer is invited to consult the Privacy Policy.

 

 

12. Governing Law and Jurisdiction 

12.1 Governing Law. These T&C are governed by the laws of Japan. In any event, nothing in these T&C shall deprive the Customer of the protection afforded by the mandatory provisions of the law of his/her country of residence or domicile, where such provisions provide the Customer with a higher level of protection. 

 

12.2 Jurisdiction. The Tokyo District Court shall have exclusive jurisdiction over any dispute arising out of or in connection with these T&C. 

 

12.3 Out-of-Court Dispute Resolution. Nothing in these T&C shall prevent the Customer from seeking out-of-court resolution of disputes in accordance with applicable law. 

 

 

13. Contacts and Communications

13.1 Contact Us. For any information, complaint or assistance relating to the purchase of Products and/or clarifications on the content of these T&C, the Customer may contact Dolce & Gabbana’s customer service (“Customer Service”): 

  • online, through the dedicated form;
  • via WhatsApp;
  • by telephone, at +81 120-579-457, Monday to Saturday from 8:00 a.m. to 9:00 p.m., excluding public holidays;
  • by e-mail, at [email protected].

 

For more information, the Customer is invited to visit the relevant section on the Website. 

13.2 Communication. Communications between the Customer and the Vendor shall be made in writing to the contact details provided, respectively. 

 

13.3 Archiving. The order form shall be archived by the Vendor for the time necessary to process the order and in accordance with applicable regulations. The Customer, if registered, shall be able to access the order history in the reserved area. 

 

 

14. Final Provisions 

14.1 Severability. If any provision of these T&C is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. 

 

14.2 Failure to Exercise. Any tolerance or non-exercise of a right does not constitute a waiver or prejudice to the future exercise of this right. 

 

14.3 Prevalence. In the event of conflict between these T&C and different policies published on the Website on distance selling, these T&C shall prevail, unless mandatory regulations provide otherwise. 

 

 

Last Update: November 2026