Delivery and Returns

Dear Customer, Royal Mail Industrial strikes have been ongoing since August and we are working with various carrier partners to endeavour to get your delivery to you within the nominated time period. Whilst we hope it will not be the case, please be wary that there may be potential onset carrier delays as a result. Once your order is shipped, you will receive a shipment confirmation email and the tracking number from the carrier to track your order*. At Lancôme it’s our goal to make your ordering process as efficient as possible. Learn about our shipping policies and procedures below and trust we are doing our best to ensure that you are always pleased with your purchases.

For more information on Royal Mail's latest news please refer here: www.royalmail.com/latest-news
*The L'Oreal Group bears no responsibility for delays caused by extenuating circumstances.

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.

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 Methods

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

** If order is placed before 12pm on a working day. If order is placed after 12pm or on any non-working day then estimated delivery will be on the second working day.

*** If order is placed before 12pm on Friday and that Friday is a working day. If order is placed after this time then estimated delivery will be on the second Saturday.

† Please note that for delivery to Northern Ireland, Scottish Highlands, islands, Aberdeen and other rural areas an extra working day needs to be taken into account for these delivery options. For these areas, delivery by the “Next Day Delivery” option will be on the third working day, and for delivery by the “Saturday Delivery” option orders must be placed by 12pm on Thursday (which must be a working day).

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 Customer Care contact form or phone 0800 917 1842 (Monday-Friday: 9.00am - 5.30pm; Saturday: 9.00am - 12.00pm).

Delivery Partners

Depending on the size of the parcel, your order may be sent via Royal Mail rather than DPD. Smaller packages are likely to be sent with Royal Mail.

By clicking on the link to our delivery partner DPD or Royal Mail in the order dispatch e-mail, you will be able to track your parcel. See the links here - DPD - Track Your Parcel and Royal Mail - Track Your Parcel. With DPD, if the delivery date does not suit you, you will then have the option to change this using the tracking link provided.

For added convenience and extra services, you can download the DPD App. You can track your delivery to see exactly where the driver is on the in-app map. With push notifications through the app, DPD can notify you when your driver is 30 minutes away. If you’re not going to be in, you can pick the best alternative option for you: collect from a pickup shop; deliver to a safe place; deliver to a neighbour or change the delivery day. If you return home and your delivery has been missed, the driver will attempt a second delivery at a later date.

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.

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.
Download, print and complete our returns form. You will need to put this completed form into your returns package.

Step 2.
Visit the Royal Mail website to arrange a free return.
When choosing retailer, please select - L'Oreal (UK) Ltd and Royal Mail will email you a returns label with QR code to present the QR code at your post office.

Step 3.
Show your QR code at the post office to get your returns label printed. 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.