Terms of service
Last updated: 15 October 2026
1. About us
1.1 This website, havredeluxe.com and its country versions (the “Site”), is operated by McPhee Holdings Limited, trading as Havre de Luxe (“Havre de Luxe”, “we”, “us”, “our”). We are a company registered in England and Wales under company number 12629807, with our registered office at Unit 6 Lightwood Lane, Cotheridge, Worcester WR6 5LT, United Kingdom. Our VAT number is GB366671955.
1.2 You can contact us at hey@havredeluxe.com or on +44 7976 522760. Our full contact details are on our Contact page.
1.3 Havre de Luxe is a registered trademark in the United Kingdom and the United States.
2. These terms
2.1 These terms apply when you browse the Site and when you buy from us. By using the Site or placing an order, you agree to these terms and to the policies they refer to: our Refund Policy (Satisfaction Guarantee and 60-Day Returns), Shipping Policy, Privacy Policy, Cookie Policy, Data Deletion Policy and Reviews Policy.
2.2 If you are a consumer, nothing in these terms affects your legal rights. Where these terms say something that conflicts with a right you have by law, the law applies.
2.3 We may update these terms from time to time. The version on the Site when you place your order is the version that applies to that order.
2.4 You must be at least 18 to place an order.
3. Our products
3.1 We make care products and hardware protectors for luxury handbags. Our care products are made in England and developed alongside leather experts.
3.2 We show our products as accurately as we can. Colours and finishes can look slightly different on screen, and results shown in photos, videos and on social media depend on the material, its age and its condition, so your results may vary.
3.3 Havre de Luxe is an independent brand. We are not affiliated with, endorsed by or sponsored by any handbag house. Brand and model names such as Louis Vuitton, Chanel, Hermès, Dior and Saint Laurent are trademarks of their owners, and we use them only to show which handbags our products are designed to fit or care for.
4. Hardware protectors
4.1 Hardware protectors are made to order. We cut each set for the handbag model you choose, so please check you have selected the correct brand, model and size before you order. Our measuring guides and the Bag Finder are there to help, and our care team is happy to confirm a fit.
4.2 Protectors are designed to be removable. On removal, a light adhesive residue can remain. This is normal and lifts away with our remover products or a little mild soapy water on a cotton bud.
4.3 We recommend that protectors are not applied to hardware that is already flaking or peeling, as the protector may lift the existing finish when removed.
4.4 Bespoke protectors cut to measurements you provide are personalised products. They can be returned only if they are faulty or we made an error, as set out in our Refund Policy.
5. Using our care products
5.1 Please follow the guidance on the label, in the booklet, on our Care Product Guidance page, and any advice from our care team.
5.2 Always test a product on a small, hidden area first and allow it to dry fully before full application. Leathers, dyes and finishes vary between handbags and between batches, and a test is the only way to see how your material responds.
5.3 Water & Stain Guard helps protect against water and stains. It does not make a material waterproof or stain-proof.
5.4 We are not responsible for results caused by using a product other than in line with its guidance, on a material it is not intended for, or without a patch test. This does not affect your legal rights if a product is faulty.
5.5 Keep products out of reach of children and pets, avoid contact with eyes, and store them as shown on the label.
6. Placing an order
6.1 Your order is an offer to buy. We accept it when we email you to confirm it has been despatched. Until then we may decline an order, for example if a product is unavailable, if there is an error in the price or description, or if we suspect fraud. If we decline an order you have paid for, we will refund you in full.
6.2 We may limit quantities per person, household or order.
6.3 If we find an error in the price or description of a product you have ordered, we will contact you before despatch to ask whether you would like to continue at the correct price or cancel for a full refund.
6.4 Our checkout pages take you through each step of placing an order. You can check and correct your order before you confirm it by pressing the pay button. We will email you an acknowledgement of your order straight away. Our contract with you is in English. We keep a record of each order, and you can ask us for a copy.
7. Prices and payment
7.1 Prices are shown in your local currency and include any taxes we are required to collect at checkout. Delivery charges are shown at checkout before you pay.
7.2 For orders delivered to the United States, we pay the import duties, so there is nothing further to pay on delivery. For other international orders, import duties and taxes in the destination country are payable by the recipient unless we state otherwise at checkout. If a parcel is refused or returned because duties or taxes were not paid, a 25% restocking fee, the original delivery charge and any carrier return charge are deducted from the refund. See our Shipping Policy.
7.3 We accept the payment methods shown at checkout. Payment is taken when you place your order.
8. Changing your mind, cancellations and our guarantee
8.1 Before despatch. You can cancel your order at any time before it is despatched by emailing hey@havredeluxe.com with your order number. We will cancel it and refund you in full within 7 days, with no fee.
8.2 Your 14-day legal right to cancel. If you are a consumer in the UK, you have the legal right to cancel your order for any reason within 14 days after the day you receive it (or the last of the products, if they arrive separately). You can tell us by email, and you may use the model cancellation form in our Refund Policy, although you do not have to. You then have a further 14 days to send the products back. You pay the cost of returning the products unless they are faulty or we sent the wrong product. We will refund the price you paid and our standard delivery charge within 14 days of receiving the products back (or proof that you have sent them). If you chose a more expensive delivery option, we refund only the cost of our standard option. We may reduce a refund if a product has been handled more than was needed to inspect it.
8.3 Our 60-day returns. We go further than the law. You can return products for any reason within 60 days of receiving them, including products bought in a sale, as set out in our Refund Policy.
8.4 Our 60-day Satisfaction Guarantee. If you have used a product and are not happy with the result, you can claim under our Satisfaction Guarantee within 60 days of receiving your order and choose a replacement or a refund of that product’s price. The conditions, including before and after photos and returning the product if we ask, are set out in our Refund Policy.
8.5 Exceptions. Bespoke protectors cut to measurements you provide are personalised and are not covered by the 14-day right or the 60-day change-of-mind returns, and opened protector packs are not covered by the 60-day change-of-mind returns. Your rights if a product is faulty always apply.
9. Delivery
9.1 Orders are despatched within 1-3 business days. Delivery times, costs and free delivery thresholds by country are set out in our Shipping Policy and at checkout.
9.2 Responsibility for your order passes to you when it comes into your physical possession, or that of a person you have named to receive it.
9.3 If we cannot despatch your order within the time we have stated, we will tell you as soon as possible, give you a revised date, and offer you the choice of waiting or cancelling for a full refund.
10. Promotions, free gifts and discount codes
10.1 Each promotion runs for the period and on the terms stated with
it. Unless stated otherwise:
(a) discount codes cannot be combined with other codes or automatic
offers, cannot be exchanged for cash, and may be withdrawn at any
time;
(b) free gifts are subject to availability and we may substitute a gift
of similar or greater value;
(c) “buy and get free” offers apply to the qualifying products in a
single order, and the free product is the one of lowest price;
(d) if you return products from an order that qualified for a free gift
or offer, and the rest of the order no longer meets the offer
conditions, please return the gift too. If the gift is not returned, we
may deduct its listed price from your refund.
10.2 Prize draws and giveaways have their own terms, which are published with each one.
11. Gift cards
11.1 Gift cards can be used on the Site only and do not expire. There are no fees. They cannot be exchanged for cash, except where the law of your state or country requires us to redeem a small remaining balance in cash on request (for example, under $10 in California). Please treat a gift card code like cash.
12. Reviews and content you share
12.1 Reviews must be your own genuine experience of a product you have bought or received. Our Reviews Policy explains how we collect, publish and moderate reviews.
12.2 When you submit a review, photo, video or other content to us, or tag us on social media, you give us a non-exclusive, royalty-free, worldwide licence to use, reproduce and display it, with credit to you where practical, on our Site, social media and marketing. You confirm the content is yours to share and does not break any law or anyone else’s rights. You can ask us to stop using your content at any time and we will remove it from our own channels within 30 days.
12.3 We may remove any content that is unlawful, offensive, clearly false or misleading, or unrelated to our products.
13. Our intellectual property
13.1 All content on the Site, including our name, logos, product names, photography, videos, text, care guides, measuring guides and designs, belongs to us or our licensors. You may use it for your own personal, non-commercial use only. You may not copy, reproduce, sell or use it for any other purpose without our written permission.
13.2 Havre de Luxe is a registered trademark. Our protector templates, cutting files and product formulations are confidential and proprietary to us.
14. Using the Site
14.1 You must not misuse the Site, including by attempting to gain unauthorised access, introducing malicious code, scraping or copying content or product data by automated means, using the Site for any unlawful purpose, or interfering with other people’s use of it.
14.2 We do our best to keep the Site available and accurate, but we may suspend or change it at any time, for example for maintenance.
14.3 Links to other websites are provided for convenience only. We are not responsible for their content or their policies.
15. Our responsibility to you (limitation of liability)
15.1 Your legal rights. If you are a consumer in the UK, the Consumer Rights Act 2015 says our products must be of satisfactory quality, fit for purpose and as described. If a product does not meet these standards, you can reject it for a full refund within 30 days of delivery. After 30 days you can ask us to repair or replace it, and if that does not fix the problem, or cannot be done, you can have a refund or a price reduction. A fault that appears within six months of delivery is presumed to have been present at delivery unless we show otherwise. These rights can last for up to six years from delivery. Nothing in these terms affects them. Collectors outside the UK have the rights given by the law where they live. Advice about your legal rights is available from Citizens Advice.
15.2 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights as a consumer (including your rights in relation to faulty products), under product liability laws, or for anything else that cannot be limited or excluded by law.
15.3 Subject to clause 15.2, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
15.4 Subject to clause 15.2, we are not responsible for:
(a) loss or damage caused by using a product other than in line with
its guidance or without a patch test, or by applying a protector to the
wrong model or to hardware that is already damaged, unless the loss was
caused by a fault in the product or an error in our guidance;
(b) business losses, including loss of profit, revenue or opportunity,
if you buy for business purposes;
(c) delays or failures caused by events outside our reasonable control
(see clause 17).
15.5 Subject to clauses 15.2 and 15.6, our total liability to you for all claims arising from or in connection with an order is limited to the total price you paid for that order, including delivery.
15.6 If you are a consumer, clause 15.5 does not apply to loss or damage caused by a product that is faulty or not as described.
16. Indemnity
16.1 You agree to compensate us for reasonable losses, costs and expenses (including reasonable legal fees) that we incur as a direct result of your breach of these terms, your misuse of the Site, or content you submit that infringes someone else’s rights. This does not apply to anything caused by our own breach or negligence, and you will not have to pay more than a court would order you to pay.
17. Events outside our control
17.1 We are not responsible for delays or failures caused by events outside our reasonable control, such as customs inspections, strikes, severe weather, or disruption to carrier networks or suppliers. If this happens we will contact you with a revised date. If we do not deliver by the revised date, or by the time we agreed (or, if none, within 30 days of your order), you may cancel and we will refund everything you have paid for the undelivered products. This clause does not limit our responsibility under the Consumer Rights Act 2015 to deliver your order.
18. Your personal information
18.1 We use your personal information as set out in our Privacy Policy and Cookie Policy.
19. Text and email messages
19.1 If you opt in to our text messages, at checkout or through our sign-up forms, you agree to receive recurring automated marketing and order-related texts from Havre de Luxe at the number you provide, including abandoned checkout reminders and review requests. Consent is not a condition of purchase. Message frequency varies. Message and data rates may apply. Reply STOP to unsubscribe or HELP for help at any time. You can also withdraw consent in any other reasonable way, for example by emailing hey@havredeluxe.com. Carriers are not liable for delayed or undelivered messages.
19.2 You can unsubscribe from our emails at any time using the link at the foot of each email.
20. Governing law and disputes
20.1 These terms, and any dispute or claim arising from or in connection with them (including non-contractual disputes), are governed by the law of England and Wales.
20.2 If you are a consumer, you also keep the benefit of any mandatory protections given by the law of the country where you live. You may bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts there.
20.3 If you have a concern, please contact us first at hey@havredeluxe.com. Most concerns are resolved quickly and personally by our care team. We are not a member of an alternative dispute resolution scheme and are not obliged to use one. If we cannot resolve a complaint, we will tell you so in writing, and whether we are willing to use alternative dispute resolution for it.
21. Additional terms for collectors in the United States
21.1 This section applies if you live in the United States. Where it conflicts with the rest of these terms, this section applies.
21.2 Disputes. Please contact us first at hey@havredeluxe.com, as most concerns are resolved quickly and personally by our care team. You may bring a claim in the courts of England and Wales, or an individual claim in the small claims court for the county where you live.
21.3 Warranties and your state’s rights. Our Satisfaction Guarantee is a limited warranty. TO THE EXTENT PERMITTED BY THE LAW OF YOUR STATE, ANY IMPLIED WARRANTY, INCLUDING OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, IS LIMITED IN DURATION TO 60 DAYS FROM DELIVERY. Some states do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages, so the limitations in clauses 15.4, 15.5 and this clause may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Nothing in these terms limits any right you have under the consumer protection laws of your state that cannot be waived.
21.4 California residents. Under California Civil Code section 1789.3, California collectors may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (916) 445-1254 or (800) 952-5210.
21.5 New Jersey residents. In New Jersey: (a) clauses 15.4(b) and 15.5 do not limit our liability for loss caused by our negligence, by a faulty product, or by a breach of the New Jersey Consumer Fraud Act, and do not limit any damages, including treble or punitive damages, that New Jersey law gives you; (b) clause 16 does not require you to pay our legal fees; (c) the 60-day limit on implied warranties in clause 21.3 applies as New Jersey law allows; (d) all other clauses apply in New Jersey as written.
21.6 Text messages. Our text message programme is described in clause 19. Mobile numbers and text message consent are never shared with third parties or affiliates for their own marketing.
22. General
22.1 If any part of these terms is found to be invalid or unenforceable, the rest of the terms will continue to apply.
22.2 If we do not enforce a right straight away, we can still enforce it later.
22.3 These terms, together with the policies they refer to, are the whole agreement between you and us about your use of the Site and your purchases.
22.4 We may transfer our rights and obligations under these terms to another organisation. We will tell you if this happens, and it will not affect your rights.
22.5 Nobody other than you and us has any right to enforce these terms.
23. Contact
Havre de Luxe, McPhee Holdings Limited
Unit 6 Lightwood Lane, Cotheridge, Worcester WR6 5LT, United Kingdom
Email: hey@havredeluxe.com
Phone: +44 7976 522760