Terms of service

Terms and Conditions of Sale and Use

Last updated: 1 September 2026.

1. Identification of the seller

The website www.mypassionelle.com is published and operated by PassionL S.à r.l., a company incorporated under Luxembourg law, registered with the Luxembourg Trade and Companies Register under number B310078, with its registered office at 19 rue des Bains, L-1212 Luxembourg, intra-Community VAT number LU37690983 (hereinafter “Passionelle” or “we”). Contact: contact@mypassionelle.com.

2. Scope

These terms and conditions govern any order placed on the website www.mypassionelle.com as well as the use of the site. Placing an order implies unreserved acceptance of these terms and conditions. The applicable terms are those in force on the date of the order.

3. Products

The products offered are watches, jewellery, accessories and horology/jewellery items from the brands distributed by Passionelle. Photographs and descriptions are as accurate as possible; slight differences (shade, reflection) may occur. Offers are valid while stocks last; in the event of unavailability after an order has been placed, you will be informed and refunded within 14 days.

4. Prices

Prices are shown in euros, inclusive of all taxes (including Luxembourg VAT), excluding delivery charges, which are specified before the order is confirmed. Passionelle reserves the right to change its prices at any time; the price charged is the one displayed at the time of the order.

5. Order and payment

The order becomes final once the basket has been confirmed, these terms and conditions accepted, and payment confirmed. Payment is made online using the methods offered at the time of the order (payment cards, Shopify Payments methods and other solutions displayed); it is secure and Passionelle never has access to your banking details. A confirmation e-mail will be sent to you. Passionelle may refuse or cancel an order in the event of a prior dispute, suspected fraud or an obvious pricing error.

6. Delivery and in-store collection

Orders are delivered to the address provided, within Luxembourg and in countries offered at the time of ordering, or can be collected free of charge from one of our Passionelle boutiques (Belval, City Concorde, Massen, Mersch, Pommerloch). The stated delivery times are indicative; if the delay exceeds 30 days, you may cancel the order and receive a refund. Check the condition of the parcel upon receipt and report any damage within 48 hours to contact@mypassionelle.com.

7. Right of withdrawal and returns

You have a period of 14 days from receipt to withdraw from your purchase, under the conditions set out in our Refund Policy (return in store or by parcel, item unworn and complete, exclusions for personalised, engraved or hygiene-sensitive items). The refund is made within 14 days of receipt of the returned item.

8. Warranties

All products benefit from the two-year statutory conformity warranty and the warranty against hidden defects provided for by the Luxembourg Consumer Code and Civil Code, as well as, where applicable, the manufacturer's commercial warranty. After-sales service is provided in each of our boutiques; batteries, straps/bracelets and adjustments are excluded from the warranties unless there is a manufacturing defect.

9. Gift cards

Passionelle gift cards are valid in participating boutiques and on the website, are neither refundable nor exchangeable for cash, and have a validity period stated on the card.

10. Intellectual property

The website, its structure, texts, images, logos and trademarks are protected by intellectual property law. Any reproduction or use without written authorisation is prohibited. The trademarks mentioned belong to their respective owners.

11. Personal data

Your data is processed in accordance with Regulation (EU) 2016/679 (GDPR) and our Privacy Policy, solely for order processing, customer relations and, with your consent, our marketing communications. You have the right to access, rectify, erase and object to the processing of your data by writing to contact@mypassionelle.com.

12. Liability

Passionelle cannot be held liable for damage resulting from misuse of the products, force majeure, or temporary unavailability of the website. Links to third-party websites do not engage our liability.

13. Governing law and disputes

These terms and conditions are governed by Luxembourg law. In the event of a dispute, an amicable solution will be sought first: contact@mypassionelle.com. You may also refer the matter to the National Consumer Mediation Service (www.mediateurconsommation.lu) or to the European online dispute resolution platform (ec.europa.eu/consumers/odr). Failing this, the Luxembourg courts shall have jurisdiction, without prejudice to any mandatory consumer protection rules of your country of residence.