LVMH Fragrance Brands Online Questionnaire

Please complete this questionnaire for LVMH FRAGRANCE BRANDS to study your request for authorisation to display and to offer for sale its Products on your website (including mobile version or app version).

The Website must - at all times - comply with the qualitative criteria related to the presentation and/or resale of the Products online (as listed in Appendix 1).

The information provided in the present Questionnaire must be accurate on the date of its signature.

Market(s) concerned by this request (geographical area):*

Brand(s) concerned by the Questionnaire (hereinafter the "Products"):*

KENZOGIVENCHYKENZO AND GIVENCHY

Domain name of the website and/or app version concerned by this application (hereinafter the "Website"):*

URL of the website and/or mobile version

Name of App (if applicable)

Other addresses reserved under other domain names:

1. Contact details of the Applicant

Name of the company operating the Website:*

Name of the point(s) of sale:*

Address of Head Office*

Name and contact information of person responsible for this Questionnaire:*

First NameLast Name

Email

Country CodePhone number

2. Number of Physical point(s) of sale (i.e. points of sale which are physically accessible to consumers) authorised for the Products at the time of the application:*

Please attach here after the list of physical points of sale your company is operating with LVMH Fragrance Brands products:

Browse Files

3. Date of the first order placed with LVMH FRAGRANCE BRANDS for the first physical point of sale:*

4. Date of the Website first online availability:*

5. Contact details on the legal entity responsible for the operation of the Website:*

Company name

Shop sign

Address of the contact

Please note the legal entity operating the Website shall be the same entity as the one operating the point(s) of sale in the list provided.

2. Contact details on the Website host provider:*

Area CodePhone Number

Location of Website hosting servers

3. Contact details of the physical person or legal entity responsible for the development of the Website:*

Area CodePhone Number

4. Contact details on the physical person or legal entity responsible for technical matters:*

Area CodePhone Number

5. Do you use a supplier to manage the Website (for example through the supply of a "white label") ?*

YESNO

If so, please indicate the name of said supplier(s) and the services performed:

1. Has the Authorised Retailer Agreement been signed for more than six months with the applicant and has the applicant been authorised to sell our Products for more than six months in physical points of sale?*

YESNO

Please note that the applicant must have been selling Products for more than six months in physical points of sale and the Authorised Retailer Agreement must have been signed for more than six months.

2. Does the same entity/company operate the physical point of sale and the Website?*

YESNO

Please note the entity operating the physical points of sale and the Website must be the same.

3. Website does not sell LVMH FRAGRANCE BRANDS Products (GIVENCHY or KENZO Products) without authorisation:*

YESNO

Please note that, the Website must not sell any LVMH FRAGRANCE BRANDS Products without authorisation for at least 3 months as of receipt of this questionnaire.

4. Website does not sell LVMH counterfeit products:*

YESNO

Please note that the Website must not sell any LVMH Group counterfeit products for at least 3 months as of receipt of this questionnaire.

5. Does the Website have a dedicated section to Beauty (if Website sells other categories than Beauty)? Note: if Website only sells Beauty, check "YES".*

YESNO

Please note that the Website should offer a dedicated section to Beauty products.

6. Does the Website have a security system to ensure data (https) is in line with the current standards?*

YESNO

Please note that the Website must offer a data security system.

7. Compliance with Data Privacy and/or Personal data Regulation. Is the Website in full compliance with the personal data or data privacy regulation and does it have a responsible data management policy (e.g. GDPR)?*

YESNO

Are nominative data secured?*

YESNO

If yes, please indicate which system you use to ensure the security of consumer data:

Please provide the name and details of your Data Protection Officer or equivalent contact (Name, Address, Email and Telephone):*

Please note that, the Website must process personal data in compliance with the Data Privacy and/or Personal Data Regulation. In any case, the Website must not use any personal data without consumers’ consent.

8. Does the Website have a secured payment system?*

YESNO

Please note that the Website must offer a secured payment system.

9. What is the average availability rate of your Website?*

Please note that the Website must offer an average availability of at least 99.5%.

10. What is the time needed for resolving any blocking anomaly?*

Please note that a blocking anomaly consists in defects which lead to a breakdown of several functionalities of the Website and which prevents from any access to the Website or from any purchase.

Please note that the time needed to resolve any blocking anomaly on the Website should not exceed 24 hours.

11. Does the consumer have an easy access to legal mentions (General Sales Terms and Conditions applicable to any purchase on the Website)? Please explain:*

Please note that the consumer needs to have an easy access to legal mentions: for example, clearly visible at the footer of the homepage.

12. Is there a customer service department (with assistance before and/or after-sales service)?*

YESNO

if yes, please indicate the ways in which consumers can contact the customer service department (e.g. Email, chat, call-back,...):

Please note that the consumer must have an easy access to the customer service department i) at least by telephone and ii) chat or email. Contact by phone is mandatory.

13. What are the opening times for this customer service department?*

Please note that the Website must have a customer service department available at least 6 hours each day, for example 10h-12h and 14h-18h - Monday to Friday.

14. Is the customer service department accessible in all countries where the Products are delivered?*

YESNO

Please note that the customer department must be accessible in all countries where the Products are delivered.

15. Is the Website optimized for all standard resolutions and all devices (including mobile) thanks to a responsive design or a mobile/tablet version?*

YESNO

Please note that the Website must be optimized for all standard resolutions and all devices (including mobile) thanks to a responsive design, or at least a mobile-friendly version of the Website.

1. Does a computer specialist host the Website?*

YESNO

If so, please indicate the name and address of the computer specialist host:

2. Is there a duplication server system?*

YESNO

3. Do you have a dedicated app (on top of mobile version of the Website)?*

YESNO

If so, please indicate the name of the app:

4. What is the average number of unique visitors / month on the Website?*

5. Are the Website search results powered by artificial intelligence (AI) / algorithm? If yes, please explain criteria used to determine product rankings on pages:*

6. How does the Website rank on Google (or other leading search engine in market) when typing "perfume*" in Google?*

1st page of search results2nd page of search results3rd page of search results or beyond

*This keyword will need to be translated from English in the most relevant/closest way in native language.

7. How does the Website rank on Google (or other leading search engine in market) when typing "lipstick*" in Google?*

1st page of search results2nd page of search results3rd page of search results or beyond

*This keyword will need to be translated from English in the most relevant/closest way in native language.

8. How does the Website rank on Google (or other leading search engine in market) when typing "skincare*" in Google?*

1st page of search results2nd page of search results3rd page of search results or beyond

*This keyword will need to be translated from English in the most relevant/closest way in native language.

1. Does the Website sell other products than Luxury Beauty Products? If yes, please list the category of products:*

2. Do you plan to sell in the next 6 months new Luxury Beauty brands? If so, please list which ones:*

3. What are the advertising possibilities offered to brands? (e.g. Banners, emailings, social media posts, entire co-branded campaigns, special projects,...). Note: These could come with a cost for the brands or be free of charge.*

4. Products are in stock, on average:*

98% or more of the timeLess than 98% of the time

Please indicate the average out of stock percentage, and what happens when product is out of stock (e.g.: consumer is informed right from the product page, consumer can opt to receive a back in stock message, etc.)

5. Does the whole list of authorised points of sale appear on the Website?*

YESNO

Please note that, the Website must offer a clear, easily accessible and complete information about the authorised physical points of sale operated by the Applicant.

6. Does the Website include hypertext links sending you to other websites that are not a part of the world of luxury, fashion and beauty?*

YESNO

If so, please indicate what types of Website?

7. Is there an affiliation program with other websites?*

YESNO

If so, which are the affiliated websites?

8. What are the requirements and strategy implemented by the Applicant to choose these third-party websites, please explain: *

9. Does the Website provide a space exclusively dedicated to the products of the brand (page or virtual boutique)?*

YESNO

10. How many visuals and videos is it possible to feature on each product sheets? *

11. What is your strategy regarding Rating & Reviews? Do you generate or plan to generate some? If yes, please explain in which way:*

1. Does your company use a logistics service provider for dispatching products sold on the Website?*

YESNO

If so, please indicate the contact details for said service provider (Name, Address, Email and Telephone):

2. Contact details of the carrier used for the products sold on the Website (Name, Address, Email, Telephone):*

3. Place of storage and dispatch of products:*

4. What are the delivery lead times? Please specify the average delivery time (distinction could be made vs. type of product and/or geographical zones). Is there a commercial gesture towards consumers if delivery is late?*

5. Is there possibility to have express delivery?*

YESNO

If so, how long for shipping?

6. Specify the geographical area for deliveries: specify the countries in which the website user may be delivered:*

7. Specify the various steps which the consumer goes through after they have placed order (e.g. Recap email after order is placed, specifying price, delivery date and customer service contact; email sent when order has been shipped; email sent once order has been received by client, …) *

Please provide screenshots of the steps.

Browse Files

8. Provide information about sampling possibilities (e.g. Is smart sampling available? Can brands partner to do in-parcel sampling? If so, is there possibility to segment consumers who receive samples? Possibility to track consumers who have purchased as a result of having received sample? …)*

9. What is the return process? Please check which options are proposed*

Consumer can return product more than 14 days after having bought itReturn voucher is included in the parcel with possibility to print voucher from the WebsiteCost of the return is not charged to the consumerReturn of product is possible at point of saleConsumer has a choice between a product return or online creditDelay of refund does not exceed 10 days after the reception of the returned productPrepared label is included in the parcel

1. How many individuals are permanently dedicated to this online service:*

2. What are the qualifications of the staff on the customer department?*

Please detail educational background/experience.

3. What is the average processing time for consumer requests? Please specify for each channel (e.g. Email vs. Call-back vs. Chat)*

4. Is this advice service out-sourced?*

YESNO

If yes, please specify the name and contact details of the service provider:

5. Is there a loyalty program?*

YESNO

If yes, please specify the details of the loyalty program (how many members, what they need to qualify for the various statuses, etc.):

6. Is there a CRM program?*

YESNO

If yes, please provide details (number of segmentation criteria, type of segmentation possible, e.g. Age, gender, location, recency, frequency, monetary, etc.):

Please indicate any other information your company may wish to provide:

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The Applicant declares by signing the present questionnaire that all the answers given are accurate and in good faith.

The Applicant will find hereinafter in Appendix 1 A) the list of the qualitative criteria implemented by LVMH FRAGRANCE BRANDS to assess the Website and B) an extract of the major contractual commitment requested by LVMH FRAGRANCE BRANDS for the online sale of the Products by an authorised retailer.

Date:

Date

Name and Title:

Signature:

APPENDIX 1

A - WEBSITE QUALITATIVE EVALUATION CRITERIA

PLEASE NOTE:

- Authorisation is only given for domain name and the App mentioned hereinabove.

- Any website requesting to be authorised to sell the Products will be evaluated by LVMH FRAGRANCE BRANDS digital team on the basis of the criteria as listed below.

- The qualitative assessment of the Website can only be performed by LVMH FRAGRANCE BRANDS on an online and operational site (including via e-commerce functionality). Consequently, a final authorisation can only be given for an online and operational site when all the criteria have been assessed.

- The following criteria are assessed for the desktop version and the mobile version of the Website.

PRELIMINARY REMARKS - PROCESS FOR REQUESTING THE AUTHORISATION TO SELL PRODUCTS ON A WEBSITE:

1. The Authorised Retailer, wishing to distribute GIVENCHY or KENZO products on its website, will send to LVMH FRAGRANCE BRANDS a request for approval of its website (by letter or electronic mail).

2. Following receipt of such request, LVMH FRAGRANCE BRANDS will send to the Authorised Retailer the Questionnaire to be completed.

3. The Authorised Retailer will complete and sign the Questionnaire

4. LVMH FRAGRANCE BRANDS will evaluate the website of the Authorised Retailer based on the qualitative criteria listed below.

5. LVMH FRAGRANCE BRANDS will communicate to the Authorised Retailer, within a maximum period of five (5) months from the date of receipt of the completed Questionnaire, its decision to authorise the Website.

PRE-REQUISITES

The entity operating the website must be the same entity as the one running the physical point of sale.
The retailer has been authorised to sell the Products for more than six months for at least one point of sale.
The Authorised Retailer Agreement has been signed with the retailer for more than six months.
The Website must not sell any Products without authorisation for at least 3 months as of receipt of this Questionnaire.
The Website must not sell any counterfeit of LVMH Group products for at least 3 months as of receipt of this Questionnaire.
The Website must process personal data in compliance with the Data Privacy and/or Personal Data Regulation. In any case, the Website must not use any data without consumers’ consent.
The website has a security system to ensure the website's data.
The Website has a secure payment system.
The Website must offer an average availability of at least 99.5%.
The time needed to resolve any blocking anomaly on the Website must not exceed 24 hours.
The Website must be developed in responsive design.
The Website must allow an easy access to legal mentions.
The consumer must have an easy access to the customer service department i) at least by telephone and ii) chat or email. Contact by phone is mandatory.
The Website must have a customer service department available at least 6 hours each day and at least Monday to Friday.
The Website must offer a dedicated section to Beauty products.
The Website must have a Customer Services accessible in all countries where the Products are delivered.

1 – Domain Name

The website's domain name must be compatible with the prestige and the luxurious universe of the Products and the brand. The domain name of the Website must not, for reasons of the public's perception of it, be disparaging or depreciatory of the Brand and must not contain a trademark owned by LVMH FRAGRANCE BRANDS.

Moreover, this domain name must unequivocally and as far as possible make the connection with the trade name of the authorised Physical Point(s) of Sale.

The domain name must not give the impression that a limited selection of products is offered for sale and/or that limited services are offered to consumers.

2 - The technical characteristics of the Website

a) Traffic: number of unique visitors by month for all devices of the Website: a higher number of points will be attributed to websites having traffic exceed 500 000 unique visitors by month for all devices.

b) Positioning of the Website on widely used beauty search engines, in particular Google or other most relevant search engine on the keyword “perfume”: a higher number of points will be attributed to websites which appear at least on the second page of search results (including Google sponsored ads except Google shopping ads).

c) Positioning of the Website on widely used beauty search engines, in particular Google or other most relevant search engine on the keyword “lipstick”: a higher number of points will be attributed to websites which appear at least on the second page of search results (including Google sponsored ads except Google shopping ads).

d) Positioning of the Website on widely used beauty search engines, in particular Google or other most relevant search engine on the keyword “skincare: a higher number of points will be attributed to websites which appear at least on the second page of search results (including Google sponsored ads except Google shopping ads).

e) Website loading time for all devices (home page): a higher number of points will be attributed to websites which get at least the score of 65 on the Google tools to assess the page speed.

f) Practicality of the search engine: a higher number of points will be attributed to websites which have an effective search engine accepting synonyms, which at least push mostly relevant products, with multiple suggestion when the first letters of keywords are typed along with a photo of product suggested.

g) Quality and relevance of search results: at least most relevant results should appear first, and user is able to further filter the results. Products visuals are also displayed.

h) Functionality of site navigation filters: a higher number of points will be attributed to websites which have relevant, visible and persistent navigation filters (at least 3 to 5 navigation filters should be proposed).

i) Presence of a dedicated app: a higher number of points will be attributed to websites which have a dedicated app.

3 - The environment of the website

a) Quality of products sold on the website: Should the Website offer for sale, other products than luxury beauty products, these products should be compatible with the Products brand image.

b) Quality of the beauty brands sold on the website or plan to be sold in the next 6 months: other beauty brands sold or plan to be sold on the Website should be direct competitors of the Brand.

c) Browsing from the homepage and organisation of the different sections: a higher number of points will be attributed to websites which have a beauty section instantly identifiable and accessible with easy access to beauty categories and sub-categories.

d) Quality of the website’s images: a higher number of points will be attributed to websites which feature clear and readable images and with an homogenous presentation on the website.

e) Graphic environment of the website: a higher number of points will be attributed to websites which have a graphic environment that is compatible with the luxurious universe associated with the Brand and the Products. At least, the graphic code of the website should be sober and clear with some editorial content.

f) Promotion of novelties: a higher number of points will be attributed to websites which have a dedicated section to beauty novelties directly accessible and visible from the navigation menu with a qualitative presentation of the novelties.

g) Promotion of best sellers or recommended products: a higher number of points will be attributed to websites which display the best sellers and/or recommended products in qualitative way and accessible from the navigation menu.

h) Possibility to promote and advertise the products and the Brand on the website: a higher number of points will be attributed to websites which offer a rich array of advertising possibilities for the Brand and the products.

i) Number of products in stock and information about stock availability: a higher number of points will be attributed to websites which have products in stock at least 98% of times and the consumers should be informed on the product page in case of non-availability of a product.

j) Easy and quick subscription to the website account: a higher number of points will be attributed to websites which enable consumers to easily create a website account.

k) Possibility to order with Guest Account: a higher number of points will be attributed to websites which enable consumers to order with Guest Account.

l) Quality of information displayed on the website about the authorised points of sale: a higher number of points will be attributed to websites if the information about the authorised points of sale is easily accessible and detailed.

m) Click and Collect: a higher number of points will be attributed to websites if click and collect is possible in store.

4 - Quality of Brand Space and Product page

a) Presence of a dedicated space for each brand: The website may include a brand dedicated space which could be updated regularly.

b) Quantity of visuals and videos displayed on product page: a higher number of points will be attributed to websites which have product pages which contain at least 4 or 5 images and/or videos related to the product offered for sale and these images and videos should be qualitative.

c) Shades or formats presentation: a higher number of points will be attributed to websites on which all shades or formats of a product are displayed, in one and only product page with the possibility to choose the desired share/format.

d) Presentation of additional and/or complementary products of the same brand: a higher number of points will be attributed to websites which propose additional and/or complementary products on the product page. The products proposed should be relevant.

e) Presentation of ratings and reviews: a higher number of points will be attributed to websites on which Ratings and reviews can be found on most pages of the website and for a good number of products offered for sale on the website. These ratings and reviews can be filtered by subject, rating, etc.

f) Clear display of needed information leading to “add to cart”: a higher number of points will be attributed to websites which display clear information about the product and the conditions of sale before the consumer confirms its order.

5 – Buying process – Delivery and returns

a) Basket history: a higher number of points will be attributed to websites on which there is a basket history when the consumer return to the website.

b) Order summary: a higher number of points will be attributed to websites on which there is clear recaps on the key information needed before proceeding to payment in order to give the consumer a clear information before payment.

c) Follow-up information provided after purchase: a higher number of points will be attributed to websites which provide clear and relevant follow-up information after purchase with a least a confirmation email sent once the order is placed and an email is sent once the order is shipped with a tracking link.

d) Payment methods available on the website: a higher number of points will be attributed to websites which offer several payment methods.

e) In parcel sampling and smart sampling: a higher number of points will be attributed to websites which enable consumers to get the possibility to choose from a selection of sample and the brand should be able to send samples to specific consumers to make them discover new products.

f) Delivery deadlines: a higher number of points will be attributed to websites which deliver the products in the given deadlines and provide relevant information to the consumer in case of late deliveries with a commercial gesture.

g) Possibility for express delivery: a higher number of points will be attributed to websites if there is a possibility to get an express delivery.

h) Quality of the delivery packaging: a higher number of points will be attributed to websites for which the delivery packaging allows an optimal protection of the products during transportation and at the same time a nice presentation of the products compatible with the prestige of the Brand and the Products.

i) Easy process of return: a higher number of points will be attributed to websites for which the process of return is clearly explained in the package and offer various possibilities and services for the consumer to simplify the process of return of the product purchased.

6 – Online CRM program implemented by the retailer

a) A higher number of points will be attributed to retailers which have CRM programs and data base management tools allowing regular relevant emailing with personalized messages and adapted to the consumers' profile and their purchases.

b) A higher number of points will be attributed to retailers which have implemented a relevant data base segmentation with a least 5 segmentation criteria.

7– Quality of the Customer Service

a) A higher number of points will be attributed to websites for which there is a presence of an easily reachable customer service reachable by phone and email, chat and social network and callback. This customer service should be available with long opening hours and the weekends.

b) a higher number of points will be attributed to websites with a very short deadline for response if contacted by email and/or call back: less than 4 days.

c) Quality of the answer after contacting customer service: a higher number of points will be attributed to websites for which the answer is relevant, helpful, with fluid local language in a timely manner.

d) Quality of the Frequency Asked Questions (FAQ) on the website: a higher number of points will be attributed to websites on which the FAQ is accessible, detailed and relevant.

In order to be authorised to display and sell the Products, the Website must satisfy the following minimum scores: 185 points for desktop version AND 185 points for mobile version.

B - EXTRACT OF MAJOR CONTRACTUAL COMMITMENTS REQUESTED BY LVMH FRAGRANCE BRANDS for the online sale of the Products by an authorised retailer

Should the Website comply with the qualitative criteria hereinabove mentioned, an Online Addendum will be signed between LVMH FRAGRANCE BRANDS and the applicant to define the terms and conditions on online sale of the Products on the Website.

An extract of the major contractual commitments requested by LVMH FRAGRANCE BRANDS for the online sale of the Products is listed below:

The Website must comply with the pre-requisites and the above-mentioned qualitative criteria.
Products must only be displayed and offered for sale on the authorized Website
The Retailer undertakes that the environment of the Website always corresponds to the prestige, the image and the reputation of the Products and the Brand. The presentation of the Products must be carefully laid out and attractive on the Website and in compliance with their brand image.
The Retailer undertakes not to display adverts or present of sale products or services whose effect may be depreciative of the GIVENCHY or KENZO brand image: online auctions, clearance sale on all references, sales of counterfeited products, unauthorised use of brand contents, etc.
The Retailer undertakes to commit to display and offer for sale a minimum assortment of products at least identical to the minimum assortment displayed and offered for sale in the physical points of sale.
The Retailer will only offer to consumers to order quantity for a personal use and only limited quantity of a similar item (for example, no more than 5 items of the same reference)
If website is also a marketplace, the Retailer undertakes not to promote or reference unauthorised websites

ONLINE QUESTIONNAIRE

I/ Information about the Applicant

II/ Identification of the Website and its manager (legal formalities)

III/ Pre-requisites Preliminary conditions

IV/ Technical characteristics of the Website

V/ Information on Website environment and content

VI/ Buying process and delivery

VII/ Advice - After-sales services - Services to the consumer

VIII/ Other information