Customer service FAQ
Lancôme services and commitments
How can I contact customer services?
By completing the online form Questions about an Order.
By phone: For questions regarding the tracking of an order or return: 0800 783 4509 (Monday through Friday from 8:00am until 6:00pm).
Please note: Our phone lines will be closed from 3rd July 11am and will re-open at 8am on Monday 6th July.
By mail: at the following address:
Customer Care Team
For questions regarding a product enquiry or in-store purchase please contact 0800 9171842 or email UKConsumerAdvice@loreal.com
If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”). You may do this using the electronic complaint form found at: http://ec.europa.eu/odr.
How do I place an order?
You have found your product!
Choose the desired quantity and the shade/size if applicable, then click on "Add to Shopping Bag".
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.
How can I monitor my order?
Your order will be dispatched by UPS.
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.
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 statuses:
- 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
How can I cancel or change my order?
Changing an order just after it has been confirmed:
If you realise that you have made a mistake just after confirming your order on the website, contact Lancôme customer services as soon as possible by calling 0800 783 4509 (Monday through Friday from 8:00am until 6:00pm) so that they can change your order before it is processed.
Cancelling an order after 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 14 working days starting the day after the day your order was received. Before confirming your payment, you can change or cancel your order on the "Shopping bag" page during the order confirmation phase.
What is the procedure for returns?
Parcels must be returned by post, with the returns note, to the following address:
It is impossible to exchange or obtain reimbursement for products ordered from this website at a store.
What methods of payment are offered?
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 completing the online form Questions about an Order or by telephone 0800 783 4509 (Monday through Friday from 8:00am until 6:00pm).
What types of delivery are offered?
Only orders for which the invoice and delivery addresses are in the United Kingdom, except Channel Islands, can be processed.
Free delivery applies to all Lancôme.co.uk orders, no minimum spend required. UK delivery only.
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.
Orders cannot be delivered to the Channel Islands or to a P.O box delivery address.
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.
If you would like to send a gift, choose the products, add them to your shopping bag and tick the Gift Wrap option in the shopping bag check-out page. This is a free service, no minimum spend required.
Can I purchase a product that is no longer available in shops?
We know that your Lancôme products are special to you and have been favourites for a long time. As Lancôme is constantly looking to offer you innovative products, changes must sometimes be made to these cherished products so that they can be replaced with better, more effective formulas. This means that on occasion, products you love may no longer be available from perfumeries. The "Discontinued items" section of the website offers you one last chance to purchase your favourites.
How can I obtain advice about Lancôme products?
You can visit the "Products" section, or contact Lancôme customer services with your questions by completing the online form Questions about Lancôme or by calling 0800 783 4509 (Monday through Friday from 8:00am until 6:00pm).
How can I find a gift?
You can find ideas for Lancôme gifts suitable for different occasions and recipients in the "Gift ideas" section of the site.
How do I know if my order has been taken into account?
Once your order is confirmed,
you will be sent an order summary by e-mail. This contains the following information:
- Order number
- Order date
- Delivery and invoicing details
- List of items ordered
- Total amount of the order
If you do not receive this confirmation e-mail, it may be that your order has not been acknowledged.
To check your order status, please contact us by completing the online form Questions about an order or phone 0800 783 4509 (Monday through Friday from 8:00am until 6:00pm).
How do I use a promotional code?
If you have a Lancôme promotional code, you can let us know at check-out before confirming your order in the input field "Promotional Code".
Once the code is entered, the offer will be directly applied to the amount of your shopping bag. You will see the title of your code in grey in the text box provided for that purpose.
What is the maximum quantity and amount that I can order?
The maximum amount of your order cannot exceed £ 500.00.
Moreover, the number of identical articles is limited to 4 for the same order and over a one-month period.
Delivery and payment security oblige Lancôme to apply these limits.
Why create an account?
To enable us to process your order, we need some information about you: shipping addresses, billing address,
e-mail address, etc.
The creation of this account will also allow you to benefit fully from services offered by Lancôme: parcel tracking, creating a list of your own personal favourite products, viewing past orders, etc.
To receive any news from Lancôme, you must tick the box when registering saying that you wish to be contacted by email with future Lancôme product news and offers.
All your account information at Lancôme will only be used as part of your relationship with Lancôme.
This information can be changed by you at any time by managing your account online.
It can also be completely removed from our database upon request.
How do I unsubscribe from the newsletter?
You can unsubscribe from the Lancôme newsletter with a single click on the link at the bottom of page in the last newsletter you received.
How do I find my username / password?
If you forget your password, go to the "Sign in" and click on "Forgotten password?"
Your password will be sent to your e-mail.
How can I be informed about Lancôme news?
To receive the Lancôme newsletter, simply click on the ‘Newsletter’ icon at the top of every page. Then fill in your email address and click “Register”.
You can also do so whilst creating your own account and check "yes" to the question "Would you like to sign up for our newsletter and be notified of our exclusive offers?".
Click "OK" so that your choice is registered.
By becoming a fan of our Facebook page Lancome Expert Services, you can keep up with the latest news and enjoy special offers.
On the website, you can find all sorts of information about the brand, our products and exclusive offers.