FAQs

Once your order and payment have been validated, you will receive an initial order confirmation email 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.

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.

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.​

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.​

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.

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.

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.

We accept debit and credit card from VISA, MASTERCARD, AMERICAN EXPRESS, MAESTRO, VISA ELECTRON. We also offer payment methods through PAYPAL and Klarna.

Please refer to Delivery & Returns.

Click the “Ask a Lancôme Beauty Experts” Button on the right bottom corner. One of our Beauty Experts will respond to you quickly.

Or you could book a Live Video Virtual consultation with our Beauty Experts. With our live video consultations, you will be able to have a 1:1 beauty consultation, gifting consultation or after-care service with one of our experts on Microsoft Teams. If you have a busy schedule or are unable to make it to one of our Lancôme stores, then this is perfect for you. Simply choose your Lancôme beauty advisor and a time convenient to you.

Should you have additional questions or concerns regarding our products, email us using our Customer Care Contact Form.

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.

Thank you for your interest in Lancôme, a brand of L’Oreal Group.

L’Oreal no longer tests its products or ingredients on animals anywhere in the world, nor does L’Oreal delegate this task to others. An exception would only be made if authorities demanded it for safety or regulatory purposes.

Please see the following link for more information on the L’Oreal Group website - zOur alternative methods to animal testing

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).

When re-setting your password, visit the sign-in page at the top right, then click “Forgot Your Password?”. Enter your email address and your password will be sent to your inbox.

Should you have additional questions or concerns regarding your password, email us using our Customer Care Contact Form or phone 0800 917 1842 (Monday-Friday: 9.00am - 5.30pm; Saturday: 9.00am - 12.00pm).

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.

Moreover, you can become a fan of our Facebook page and you can keep up with the latest news and enjoy special offers.​

At Lancome.co.uk we offer 2 complimentary samples with every online order, which you are able to select at checkout*. We also invite you to visit us at one of our Lancôme counters to try on our products.

*Checkout samples are subject to availability, whilst stocks last. A maximum of three checkout samples can be selected at the cart stage of the checkout.

To locate your nearest store, we invite you to use our Store Locator. Simply enter your preferred area to find the addresses of Lancôme stores and retail partners most convenient for you.

Lancôme offers Klarna as a payment option at checkout. If you have any questions about your Klarna account, payments or experience, please contact Klarna Customer Service. They are best placed to handle your request. Our Customer Care teams do not have access to your Klarna account and can only provide limited support on this payment method.

1. What is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. They offer buy now, pay later options which Kiehl’s offer as a payment checkout method, including 3 split payments.

We encourage you to spend responsibly and within your means. If you foresee a change in your financial circumstances, consider whether deferring payment is a sensible option. For more information on money guidance visit https://www.klarna.com/uk/customer-service/i-need-extra-support-to-help-manage-my-finances-what-resources-are-available-to-me/

2. Does Klarna have requirements?

You must be 18+, a UK resident with a UK bank account to checkout with Klarna on Kiehls.co.uk. To avoid errors, check your details are entered correctly: name, billing address, phone number, date of birth. Klarna will run a soft-search assessment that will not affect your credit rating. Kiehl’s has no bearing on whether you are accepted by Klarna to use their service.

3. How does Klarna work?

Proceed to checkout with your order basket. Choose Klarna Pay Later or Klarna Pay in 3 Instalments as a payment method. Once your order is confirmed, you’ll receive an email from Klarna with payment instructions to let you know when and how you will need to pay. Please make sure your email is entered correctly and you add Klarna to your safe sender list. Kiehl’s will send your order confirmation and ship your order to you as normal.

4. How do I manage payments with Klarna?

Via Klarna’s App or Klarna.com. To manage payments, amend your account or review your preferred payment methods login to Klarna.com (Private Login) or download the Klarna App on Apple or Google app stores. For help or advice, simply contact Klarna Customer Service.

5. Pay Later in 3.

Select ‘Pay Later In 3’ at checkout (minimum spend of £35 required) and your order will be sliced into 3 equal instalments by Klarna. The first payment is collected when the order is shipped. The remaining two payments will be automatically collected in 30 and 60 days by Klarna with no fees.

6. Pay 30 Days Later.

Select ‘Pay Later’ at the checkout. Klarna will send you an email to remind you when your payment is due.

7. I've cancelled my order - when will I receive my refund?

If you've cancelled your order before we’ve shipped, then we won't have taken any money for your order. We only take the money for an order once it's been dispatched. You'll receive an updated version of your Klarna invoice within 24 hours of the order being cancelled.

8. I've returned my order - when will I receive my refund?

If you've returned all or part of your order back to us, Klarna will issue you with an updated statement as soon as we process your return. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely. If you have any questions about your Klarna account, please contact Klarna Customer Service.

9. I've paid with Klarna - can I return my order to a store?

Please note that orders paid for with Klarna cannot be returned to a store or counter for refund or exchange. If you would like to return your order, please request an online return.

10. What happens if I don’t pay for my order?

If you do not pay for your order on time by the due date, you shall no longer be able to access Klarna’s payment options for future purchases. For purchases where payments are frequently missed, Klarna may use debt collection agencies to recover your outstanding balance.