CONDITIONS OF SERVICE – ALAÏA AFTER-SALES REPAIR
Last updated: October 2026
ABOUT ALAÏA AND THESE CONDITIONS OF SERVICE
These Conditions of Service (“Conditions of Service”) apply exclusively to after-sales repair services for eligible Alaïa products by the Service Entity below. They do not apply to any other services.
No payment is required from you for repairs carried out under these Conditions of Service. If Alaïa determines that a product is faulty and eligible for repair, all repair costs, including return shipping, will be borne by Alaïa.
“Service Entity” means Alaïa S.A.S., registered in France under RCS Paris 332 652 783, with its registered office at 14 rue Boissy d’Anglas, 75008 Paris, France unless otherwise indicated to you.
(hereinafter “Alaïa”, “we”, “us”, or “our”).
We may update these Conditions of Service from time to time. The latest version will always be available on our website. By submitting a repair request, you agree to the version of these Conditions of Service in effect at the time of your request.
Please read these Conditions of Service carefully before submitting a repair request.
ELIGIBILITY
Only products purchased on the Alaïa website, through the Alaïa Client Relations Center or from our Alaïa retail boutiques are eligible for repairs under these Conditions of Service. Products purchased from staff, friends or family sales and from third parties (such as authorised distributors) are not eligible for repair under these Conditions of Service.
The after-sales repair programme applies exclusively to faulty Alaïa products in the following categories: ready-to-wear, bags, small leather goods, shoes, and accessories (excluding perfumes and candles)
Only authentic Alaïa products are eligible for the repair service. Alaïa reserves the right to verify the authenticity of any product submitted.
Alaïa retains sole and final discretion to determine whether a product is faulty and eligible for repair under these Conditions of Service.
The assessment of whether a product is faulty may be conducted:
• via photographs submitted by the customer; or
• by physical inspection of the product by Alaïa or its authorised agents.
To be eligible, a repair request must be submitted by an individual who is of legal age and has full legal capacity to enter into a contract, and whose address is in a location where Alaïa operates the repair service.
Alaïa reserves the right to refuse or cancel a repair request for any legitimate ground, including but not limited to:
• the product is determined to be counterfeit or not an authentic Alaïa product;
• the product is reasonably suspected to have been obtained unlawfully (e.g., stolen goods);
• the product is not determined to be faulty following assessment;
• the request is affected by an event of force majeure (as defined in the General Provisions section below).
REQUEST FOR REPAIR
There are two ways to request a repair under these Conditions of Service:
Channel 1: Alaïa Website / Customer Relations Center (CRC)
• For e-commerce and CRC customers. To submit a repair request: contact our Customer Relations Center by email or telephone. Contact details are set out in the Contact Us section below or on our website.
• You must provide accurate details about the product and the nature of the fault. You may be asked to submit photographs of the fault for initial assessment.
• If Alaïa determines from the photographs that the product is faulty, a prepaid return shipping label will be provided to you so that you may send the product to Alaïa for repair.
• If a determination cannot be made from photographs alone, you may be asked to send the product for physical inspection. In this case, Alaïa will provide a prepaid shipping label for this purpose.
Channel 2: In-Boutique
For Alaïa boutique customers:
• Bring the product to the Alaïa boutique where you purchased it.
• A repair request form will be completed in-store by an Alaïa boutique associate.
• The boutique will assess the product or arrange for it to be sent to our repair centre for assessment.
• You will be asked to acknowledge these Conditions of Service at the point of drop-off.
ASSESSMENT AND DETERMINATION
Upon receipt of the product (or, where applicable, upon review of photographs), Alaïa will carry out an assessment to determine whether the product is faulty.
Alaïa’s determination as to whether a product is faulty will be made reasonably and in good faith, without prejudice to your statutory rights.
If the product is determined to be faulty: Alaïa will proceed with the repair at no cost to you. We will notify you of the estimated timeline for completion.
If the product is not determined to be faulty: Alaïa will notify you and, if applicable, return the product to you.
By submitting a product for assessment, you agree that Alaïa may open and inspect the product as necessary to conduct the assessment.
Products may be sent to Alaïa’s repair centre or to the manufacturer for assessment and/or repair. If this results in an extended timeline, you will be informed accordingly.
SHIPPING YOUR PRODUCT
For online/CRC requests:
Where the product is determined to be faulty (or where physical inspection is required), Alaïa will provide a prepaid return shipping label at no cost to you.
You must follow Alaïa’s packaging and shipping instructions carefully. Products should be securely packaged to prevent damage during transit.
Alaïa is not liable for any damage, loss, or theft that occurs during transit if you do not use the shipping label provided by Alaïa or fail to follow the packaging and shipping instructions.
Delivery; Return
Upon completion of the repair, Alaïa will return the product to the address provided by you, free of charge.
You must confirm receipt of the returned product within a reasonable time. If a product cannot be delivered to the address provided, Alaïa will make reasonable efforts to contact you to arrange redelivery.
Any delivery dates communicated by Alaïa are estimates only and are not binding.
For in-boutique requests:
You will drop off and collect the product at the boutique. Alaïa may arrange shipping to or from the boutique on your behalf if agreed.
Alaïa will endeavour to complete repairs within a reasonable timeframe.
Estimated timelines will be communicated to you. These timelines are indicative only and are not binding.
If the product needs to be sent to a specialist repair centre or to the manufacturer, the timeline may be extended. Alaïa will keep you informed of any material changes to the estimated timeline.
Alaïa shall not be liable for delays caused by circumstances beyond its reasonable control, including but not limited to events of force majeure (as defined in the General Provisions section below).
REPLACED COMPONENTS
Any components or parts replaced during the repair process become the property of Alaïa from the time of replacement.
You waive any right to the return of replaced components or parts.
LIMITATION OF LIABILITY
Alaïa endeavours to provide accurate information regarding the repair service, but makes no guarantees as to the completeness, accuracy, or reliability of such information.
Nothing in these Conditions of Service limits or excludes Alaïa’s liability for:
• death or personal injury caused by its negligence;
• fraud or fraudulent misrepresentation;
• any other liability that cannot be limited or excluded by applicable law, including mandatory consumer protection laws.
Subject to the exceptions above, Alaïa’s total aggregate liability arising out of or in connection with the repair service under these Conditions of Service shall not exceed the original purchase price of the product.
Subject to the exceptions above, Alaïa shall not be liable for any indirect, incidental, consequential, special, moral, or punitive damages, including but not limited to loss of profit, loss of use, loss of data, or loss of goodwill, arising out of or in connection with the repair service, to the fullest extent permitted by applicable law.
If you send a product for repair in violation of these Conditions of Service or fail to follow Alaïa’s instructions, you bear all associated risks and costs.
Certain consumer protection laws may not allow some of the exclusions or limitations set out in this section. Where such laws apply, the relevant exclusions or limitations do not apply to affected residents, and our liability is limited to the maximum extent permitted by applicable law.
YOUR DATA
Alaïa is committed to protecting your personal data. For information on how we collect, use, share, and protect your personal data in connection with the repair service, please refer to our Privacy Policy and Cookie Policy, available on our website.
By submitting a repair request, you acknowledge that Alaïa will process your personal data as described in the Privacy Policy for the purposes of administering and fulfilling your repair request.
GENERAL PROVISIONS
Severability. If any provision of these Conditions of Service is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed severed. The validity and enforceability of the remaining provisions of these Conditions of Service shall not be affected.
Entire Agreement. These Conditions of Service, together with any repair request form completed at the time of the request, constitute the entire agreement between you and Alaïa in respect of the after-sales repair service and supersede all prior discussions, correspondence, and agreements relating to that service.
Force Majeure. Alaïa shall not be liable for any failure or delay in performing its obligations under these Conditions of Service where such failure or delay results from any cause beyond Alaïa’s reasonable control, including but not limited to acts of God, war, terrorism, pandemic, epidemic, strikes, lockouts, fire, flood, governmental actions, or failure of third-party services.
Customer Information. By submitting a repair request, you confirm that all information you have provided to Alaïa is accurate, complete, and up to date.
Waiver. No failure or delay by Alaïa in exercising any right or remedy under these Conditions of Service shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any right or remedy preclude any other or further exercise thereof.
No Third-Party Rights. These Conditions of Service do not confer any rights on any person other than the parties to these Conditions of Service and, where applicable, their permitted successors and assigns.
APPLICABLE LAW AND JURISDICTION
These Conditions of Service and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with French law.
Any dispute arising out of or in connection with these Conditions of Service may be brought before the competent courts in France or, at your option, the competent courts of your domicile.
Before commencing any court proceedings, you agree to first contact Alaïa to attempt to resolve the dispute amicably. If the dispute is not resolved within thirty (30) days from the date on which you notify Alaïa of the dispute, either party may bring proceedings in the courts described above.
Nothing in these Conditions of Service affects your rights under mandatory consumer protection laws of the jurisdiction in which you are resident.
APPLICABLE LOCAL TERMS AND CONDITIONS
For services with delivery to addresses in France: In accordance with Article L. 612-1 of the French Consumer Code, you can use the free of charge consumer mediator service and refer any matter to Avenir Conso within one year from the date of the written complaint sent to us, either via the Internet: https://www.avenir-conso.com by completing the form dedicated for this purpose accompanied by the documents supporting your request, or by post: Avenir Conso, 197 Boulevard Saint-Germain,75007 Paris.
For services with delivery to addresses in Belgium: You can also use the dispute resolution service provided through the Consumer Ombudsman Service (North Gate II, Boulevard du Roi Albert II 8 Bus 1 1000 Brussels, tel: 02 702 52 00, contact@consumentenombudsdienst.be, www.consumentenombudsdienst.be/nl).
For services with delivery to addresses in United Kingdom: For information on your consumer rights regarding faulty goods, please review the Consumer Rights Act 2015.
CONTACT US
If you have any questions about these Conditions of Service, please contact us:
EU
contact.eu@service.maison-alaia.com
+33186654502
MEA
contact.mea@service.maison-alaia.com
+33186654502
APAC
contact.apac@service.maison-alaia.com
+33186654502
Americas
contact.us@service.maison-alaia.com
+18554232866
Japan
contact.jp@service.maison-alaia.com
+818005002777
Korea
contact.kr@service.maison-alaia.com
+8218777612
