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1.1 What these terms cover.

These are the terms and conditions on which we supply products to you.

1.2 By using our website you accept these terms.

By placing any order through our website https://id-e-shop.chanel.com you confirm that you accept these terms and that you agree to comply with them. Please do not place any order through our website if you do not agree to these terms.

1.3 Why you should read them.

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or terminate the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

1.4 Language

These terms are only available in English and Bahasa. No other languages will apply to these terms.

1.5 Amendment of these terms

We may amend these terms from time to time. You may wish to check the relevant terms that apply at the time of placing an order through our website.



2.1 Information about us and how to contact us

You can contact us through our Customer Service which is available to you as follows:

Customer service hotline: : +62 21 2927 2727

Email addresse-shop-id@chanel.com

Operating HoursMonday to Friday, 09.00 – 17.00 WIB (Excluding Public Holidays)

2.2 How we may contact you.

If we need to contact you, we will do so by telephone or by writing to you at the email address you have provided to us in your account on the website.

2.3 “Writing” includes emails and SMS.

When we use the words “writing” or “written” in these terms, this includes emails and SMS.



3.1 How we will accept your order

Our acceptance of your order will take place when payment for the goods is made successfully, at which point a contract will come into existence between you and us. Once payment for the goods is made successfully, you would normally be directed to a page indicating payment success and your “Order” page would list your order as “Ordered Items”.

3.2 If we cannot accept your order

If we are unable to accept your order, a landing page indicating that the order has not been placed will normally appear by default and we will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because of any credit issue on your credit card, because we have identified an error in the price or description of the product or because we are unable to meet a collection time you have specified.

3.3 Your Order Number

We will assign an order number and tell you what it is when we receive your order request. It will help us if you can tell us your order number whenever you contact us about your order.  

3.4 We only sell to Indonesia

Our website is solely for the promotion of our products in Indonesia.


We offer complimentary delivery to the address provided by you in your order(s) for order(s) of Rp 2.000.000 and above. A standard delivery fee  applies for order(s) below Rp 2.000.000.


Products purchased on CHANEL E-Shop can be shipped only to Indonesia. Orders cannot be placed for delivery addresses situated outside Indonesia. Notably for security reasons, we shall not process any order for which a general delivery address, a P.O. box, a parcel locker, or a parcel pick-up service address has been provided.

The products will be shipped to the delivery address specified when placing your order. The customer must ensure the delivery address provided to us is accurate and complete as the successful delivery to the delivery address provided by customer shall discharge CHANEL from any responsibility. We shall not be responsible for any delay in delivery or failure to deliver your order if the delivery address that you specified in your order, is incorrect, inaccurate or incomplete.

A signature is requested from you by our designated shipping company to acknowledge your receipt of your products ordered.

Our designated shipping company and us will not be responsible for verifying the identity of the person who acknowledges receipt of the products that you ordered. If we fail to reach you, we can re-arrange the delivery.

For health and safety concern, if there are confirmed or probable COVID-19 cases at the building at which the delivery address is situated, the delivery service will be suspended and re-arranged at the sole discretion of CHANEL. Our Customer Service Representative will contact the customer accordingly.

The delivery service arrangement may be changed from time to time at CHANEL’s sole discretion.


The delivery times below are calculated from the time of CHANEL’s acceptance of your order.

Orders are shipped via a third-party service provider. Delivery lead time is depending on the delivery area.

JABODETABEK : 2-3 business days

Pulau Jawa : 2-6 business days

Luar Pulau Jawa : 3-7 business days

Delivery may take longer time during marketing campaign periods, holidays, and unforeseen circumstances such as extreme weather conditions.

Kindly note that your order will not be processed during the weekend and public holidays, thus, if you place an order later than 11.00 am of the day before weekend or public holiday, your order will only be processed on the next business day.

Please note that whilst every effort is made to meet the estimated delivery times, CHANEL does not provide absolute guarantees. CHANEL uses reputable couriers for their prompt and efficient service but occasionally, due to unforeseen circumstances, delay may occur. All delivery times or dates quoted by CHANEL for the delivery are estimates only and shall not form part of our contract with you.

Products purchased via CHANEL E-Shop may only be delivered to addresses within Indonesia area. Any delivery address located outside of the Indonesia Area will be refused during the ordering procedure. We will not process any order for which a post office box, parcel locker, parcel pick-up service address is provided.

A signature is required upon delivery. If we fail to reach you, we can re-arrange the delivery.

If the quantity of products received does not match with your order, please contact our Customer Service at +62 21 2927 2727  within 3 days after the products have been received.



4.1 Products may vary slightly from their pictures.

The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.



5.1 We are not responsible for delays outside our control.

If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this we will not be liable for delays caused by the event

5.2 When you become responsible for the goods.

Risk in the products shall pass to you upon order confirmation.

5.3 When you own goods.

You own a product once we have received payment in full.

5.4 Reasons we may suspend the supply of products to you.

We may have to suspend the supply of a product to:

(a) deal with technical problems or make minor technical changes; or

(b) update the product to reflect changes in relevant laws and regulatory requirements.

5.5 Your rights if we suspend the supply of products.

We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, and in each case the product is not available and we will refund any sums you have paid in advance for the product.



6.1 How to tell us about problems.

If you have any questions or complaints about the product, please contact us using one of the methods set out in clause 2.1.

6.2 Summary of your legal rights.

We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.



7.1 Where to find the price for the product.

The price of the product will be the price indicated on your order pages when you placed your order. The price is quoted in Singapore Dollars and are inclusive of all applicable taxes, but do not include delivery fees (if applicable). We take all reasonable care to ensure that the price of the product advised to you is correct.

7.2 When you must pay and how you must pay.

We only accept payment via your credit card including Visa®, MasterCard®, bank transfer via Virtual Account, You must pay for the products at the time of placing the order on the website.

You confirm and warrant that you are the owner of, or are otherwise authorized to use, the credit card that is used to pay for your order, and that the card information entered at the time of purchase is accurate. We take no responsibility for verifying your ownership of or authorization to use the credit card presented for payment or the accuracy of the card information entered at the time of purchase.

7.3 What to do if you think an receipt is wrong.

If you think an receipt is wrong, please contact us promptly to let us know (see clause 2.1).



8.1 Exchange or return may be accepted within 3 days with original receipt and products in original packaging. If you wish to exchange or return your order(s), you can contact our customer service at e-shop-id@chanel.com

All exchange and return of merchandise will be subject to the final decision of CHANEL.



9.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for products not compliant with the Sale of Goods Act. If an error in the price of any products is discovered and your order is accepted, we will contact you as soon as possible to cancel the order. If we are unable to contact you within 24 hours from discovery of the error by CHANEL, the relevant contract will be treated as terminated and we will provide you with full refund. We will not be obliged to accept your order where the pricing of any product that makes up part of your order is incorrect due to any errors.

Except in the event of willful misconduct or gross negligence, we shall not be liable to you for any indirect or consequential loss or damages, including any economic losses, loss of goodwill or reputation, that may arise from your orders on the website or otherwise arising out of or in connection with your use of or access to the website.

9.2 Children below 18 years of age are not permitted to use the website and/or place any order(s) on the website. When you use the website and/or place an order(s) on the website, you confirm that you are above the age of 18 years and are legally eligible to enter binding contracts. We reserve the right to terminate your access to the website immediately if we discover that you are under the age of 18 years at any time. You are responsible for maintaining the confidentiality of your account (including username and password) registered on the website. At all times, you shall be responsible for all activities that occur under your account on the website.

9.3 Our aggregate liability under these Terms & Conditions whether arising under contract, tort (including negligence), breach of statutory duty or otherwise in respect of a particular order on our website shall in no event exceed the amount paid by you in respect of that order.



All information and content available on the website including but not limited to trademarks, logos, designs, features, functions, texts, graphics, images, videos, software, music and sounds, and the compilation and organization thereof (collectively to be referred to as "Content") is our property or the property of our affiliates, partners or licensors (as applicable). The reproduction, in whole or in part, modification, tampering or use of such Content for whatever reason, is strictly prohibited. All rights, title and interest in the Content are owned by, licensed to, or controlled by us.



We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.



Please read our Privacy Policy, which governs the manner in which we will handle any personal information that you provide to us. We will only disclose your personal information to third parties where the law either requires or allows us to do so.



13.1 Nobody else has any rights under this contract.

This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to terminate the contract or make any changes to these terms.

13.2 If a court finds part of this contract illegal, the rest will continue in force.

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

13.3 Governing Law and Jurisdiction.

These terms shall be governed by Indonesia law and the Indonesia courts shall have exclusive jurisdiction to resolve any dispute between us.

13.4 Entire agreement.

These terms together with our current price displayed on the website, collection details, contact details, privacy policy, set out the whole of our agreement relating to the supply of products to you and these terms supersede any and all prior communications, understandings or discussions with respect to the products you purchase from us.

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