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Customer service FAQ
Please note that we are currently experiencing a high volume of queries to our Customer Care team. If you have already contacted us, please rest assured that we will respond as soon as possible.Please use our Customer Care contact form if you wish to make an enquiry, we will aim to respond as soon as possible.
By phone: For questions regarding the tracking of an order or return: 0800 917 1842 (Monday-Friday: 9.00am - 5.30pm; Saturday: 9.00am - 12.00pm).
By mail: at the following address:
Customer Care Team
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.
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.
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
Download, print and complete our returns form. You will need to put this completed form into your returns package.
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.
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.
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 complete the Customer Care contact form or by telephone 0800 917 1842 (Monday-Friday: 9.00am - 5.30pm; Saturday: 9.00am - 12.00pm).
In the case of a preparation delay longer than 4 days, the amount due will be automatically captured for credit cards payments. The Paypal payments method are captured immediately when the order is confirmed.
If the product is unavailable or the order canceled for any other reason. In case of a cancellation of your order, our Customer Care will refund in the original payment method within an average of 2 days and less than 14 days according to the European law applicable. The customer will be notified at the email address used when placing the order.
Please refer to our Shipping & Returns Policy.
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.
You can visit the "Products" section, or complete the Customer Care contact form or by calling 0800 917 1842 (Monday-Friday: 9.00am - 5.30pm; Saturday: 9.00am - 12.00pm).
You can find ideas for Lancôme gifts suitable for different occasions and recipients in the "Gift ideas" section of the site.
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).
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.
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.
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.
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.
If you forget your password, go to the "Sign in" and click on "Forgotten password?"
Your password will be sent to your e-mail.
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.
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