My order

    • Add a product to my order


      You have found your product!
      Choose the desired quantity and the shade/size if applicable, then click on "Add to Shopping Bag".

      Product unavailable
      Among the Lancôme products you can purchase online, a product may temporarily be unavailable. In this event, when you click on "Add to Shopping Bag", a window appears to inform you that the product you wish to order cannot be shipped at this time. You will be invited to enter your e-mail address in this window, and Lancôme will send you a message as soon as the product is back in stock.

    • Confirm my order


      Have you placed all products you want to purchase in your shopping bag? If so, you can proceed to the payment page by clicking "Order" in your shopping bag, in the window displayed in top right-hand corner of your screen.
      You will be guided through the following steps:

      1) Your shopping bag
      You can view the product(s) in your order and make changes as required. You can also add any promotional code or gift wrapping service you may require.

      2) Samples
      If your order is over £30, you will be offered to choose 2 deluxe samples with your order, and click "continue".

      3) Identification/Shipping
      This step allows Lancôme to recognize you as a club member (if you have not already done so). If you are not a member, you can choose to sign up. You can also place your order without signing up for the club. You will then need to enter a billing address and a delivery address for your order.

      4) Summary/Payment
      Before payment, you will be able to review all information pertaining to your order:
      products, samples and free gifts as applicable, addresses, delivery method and costs, and the total amount of your order.
      You must then accept the "General Terms and Conditions of Sale" and select your payment type.

    • Time between my order confirmation and my account debit


      The time between confirmation of your order on www.lancome.co.uk and your account being debited is approximately 7 days.

    • Change or cancel my order


      Changing an order just after it has been confirmed:
      If you realise that you have made a mistake when inputting the order you have just confirmed on the website, contact Lancôme customer services as soon as possible by calling 0800 783 4509 (Monday through Friday from 8:00am until 8:00pm) so that they can change your order before it is processed.

      Cancelling an order after the payment has been confirmed:
      You cannot cancel your order if Lancôme customer services inform you that it has already been processed. However, you can return the products ordered within 7 working days beginning with the day after the day of receipt of your order. Before confirming your payment, you can change or cancel your order on the page "Shopping bag" during the validation phase of your order.

    • Unavailable or missing products


      A product is unavailable at the time of the order
      If a product is temporarily unavailable, a window will appear to inform you of this if you try to add the item concerned to your shopping bag.
      You will then be asked to enter your e-mail address, allowing Lancôme to e-mail you when the product becomes available.

      A product ordered is not available
      If a product is found to be unavailable when preparing your order, you will be informed in the order dispatch confirmation e-mail. The amount of your payment will be changed accordingly to reflect the new order total.

      A product is missing from your parcel
      If you find that a product ordered or a free gift from Lancôme is not in your parcel, you can contact Lancôme customer service by e-mail or phone 0800 783 4509 (Monday through Friday from 8:00am until 8:00pm).

    • Limitations on order quantities and amount


      Any order total cannot exceed £500.00. Moreover, the number of identical items for the same order is limited to 4 over a one-month period.
      Lancôme applies these limits in the interests of shipping and payment security.

  • When your order and payment are validated, Lancôme sends an initial e-mail to confirm your order.

    Then, once your order has been prepared and dispatched, you will also receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a parcel number. Your order will be dispatched by UPS.

    Tracking your order:
    By clicking on the link to the UPS website in this e-mail, and entering the parcel number, you will be able to track your parcel.

    Here is a list of the different delivery status:
    - Parcel being prepared
    - Parcel dispatched - Delivery pending
    - Parcel awaiting delivery - Addressee informed - Contact carrier
    - Parcel awaiting delivery - Contact Lancôme customer services
    - Parcel awaiting delivery - Contact carrier
    - Parcel delivered

    • Select an address that is different from yours


      You can send your order to another recipient.
      On the Identification/Shipping page, tick Delivery "to a different address" from the billing address and enter the required shipping address in the appropriate fields.

    • Send a gift


      If you would like to send a gift, choose products, add them to your shopping bag, and tick the Gift Wrap option (£2.00) in the Shopping Bag check-out page.

      You can find ideas for Lancôme gifts suitable for different occasions and recipients in the "Gift Ideas" section of the site.

      If the gift will be delivered to an address that is different from yours, on the Identification/Shipping page, tick Delivery "to a different address" and enter the required shipping address in the appropriate fields.

    • Personalise your order


      If you have chosen the gift wrapping option, you can add a personal message to your order in the Shopping Bag check-out page.
      Your message will be printed on a beautiful Lancôme Gift Card and included within the parcel.

    • Delivery locations and dates


      Orders placed on www.lancome.co.uk can be delivered to the UK (excluding the Channel Islands). We regret that orders cannot be delivered to PO Box addresses.

      Your order will be processed by the logistics centre located in Nottingham, then dispatched by UPS. Your order will reach you within 3 to 5 working days, aside from severe weather conditions and exceptional circumstances.

      A delivery charge of £3.95 applies. Delivery is free for orders over £30.

  • Lancôme allows you to pay for your order using secure payment methods.

    Online payment by credit/debit card: You can pay for your order using the following cards: Visa, MasterCard -your card details are encrypted (3 D Secure method) -, Solo and Switch.
    The information regarding the Payments made on www.lancome.co.uk are never known or stored by Lancôme, they are transferred using a secure method to our payment partner, Cybersource Internet Payment banking group.

    The time between the validation of your order on www.lancome.co.uk and your account being debited is immediate for SOLO and SWITCH, and 7 days for payments by Visa or MasterCard.

    For all additional information concerning payment, please contact Lancôme customer services by e-mail or by telephone 0800 783 4509 (Monday through Friday from 8:00am until 8:00pm).

  • When confirming your shopping bag, you will be given the opportunity to enter the Lancôme advantage code you received. You can then benefit from the promotion reserved for you by Lancôme.

  • Lancôme has a no-quibble returns policy.

    - Returning a product you ordered:
    If for any reason you are not completely satisfied with your Lancôme purchase, you can return it within 7 working days, starting the day after the day your order was received, in accordance with regulations governing distance sales. Return the product(s) in original packaging accompanied by the slip provided on the delivery note and order form to obtain a full refund.

    - Returning a product you ordered:
    If a product sent to you as a gift is not to your liking or if it is damaged, it can be returned under the same conditions. The person who purchased the gift will receive a refund.

    Address:

    Internet Returns
    Unit 22
    Sentinel drive
    Annesley
    NG15 0DF


    If your return results from an error made by Lancôme (the product(s) received do not correspond to your order or the contents of the parcel are damaged), your return shipping costs will also be refunded.


    It is impossible to exchange or obtain reimbursement for products ordered from this website at a store.