Delivery and Returns

We’re committed to delivering your order as soon as we can. However, during promotional periods, some deliveries may take longer than usual. (e.g. Black Friday and Christmas).

The L’Oreal Group also bears no responsibility for delays caused by extenuating circumstances (i.e. adverse weather, force majeure).

Delivery Exclusions

Unfortunately we cannot ship orders to the Republic of Ireland, Channel Islands or Isle of Man. Orders for which a p.o box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.

Delivery Methods

Delivery costs are displayed in the table below and also in the Delivery & Payment section of this checkout.

Once your order and payment have been validated, you will receive an initial order confirmation email from Lancome to acknowledge your order. Once your order has been prepared and dispatched, you will receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a parcel number.

Delivery Partners

Once your order has been prepared and shipped: You will receive an email from our delivery partner confirming the shipment. This second email will contain a tracking number for your package. You can track your order by clicking on the link in the email and entering your tracking number on the page that loads in your browser. In the event of a problem, please contact our customer service team via the contact form.

Operationally we have a fast turnover for order processing and once an order has been placed, we are not able to amend or cancel the order. If you wish to cancel your order, you are able to refuse the order at the door when it is delivered. Once the parcel has been returned to us we can then begin the refund process. This does not affect your statutory rights. Please read our E-Commerce Terms & Conditions of Sale for further information.

We hope you are happy with your purchase. If you have changed your mind, you may return your order within 28 days in accordance with Lancôme's Returns Policy, for a refund. If you received a free product or gift with your purchase and you then decide you would like to return that product, you must also return the free gift to trigger your refund.

During Promotional & Festive period, some returns may take longer to come back to us. Please be assured we will do our best to issue the refund within our usual timelines.

For eligibility and full returns policy read our Terms and Conditions of Sale.

HOW TO RETURN YOUR ORDER

Step 1.
Get in touch with our Customer care team by Contact us form. Our customer care team will email you a return label.

Step 2.
Download and print the return label

Step 3.
Drop off your returns package.

NEED TO REPORT DEFECTIVE, INCORRECT OR MISSING PRODUCT?

Get in touch with our Customer care team by Contact Us form on the bottom of the site.
Please choose Contact reason – ‘Online Returns’.
If you are reporting damaged or defective item, please attach photographic evidence of the product affected when submitting the form.

Get in touch with our Customer care team by Customer Care contact form. Please choose contact reason– ‘Online Returns’.

If you wish to unsubscribe from our Private Customer Registry, you may edit your profile under Your Account or simply click the unsubscribe link at the bottom of an email we have sent you.