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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 783 4509 (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.
When you place an order with us we want to ensure our service continues with our courier, DPD. Using your unique tracking number provided in the confirmation, ensure your delivery suits you. Follow your parcel on www.dpd.co.uk/
For added convenience and extra services 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 pick the best option for you: collect from pickup shop; deliver to a safe place; deliver to a neighbour or change the delivery day. If you return home and you delivery has been missed, the driver will attempt a second delivery at a later date.
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 care as soon as possible by calling 0800 783 4509 (Monday-Friday: 9.00am - 5.30pm; Saturday: 9.00am - 12.00pm) 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 care 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.
Please find all details enclosed in our Returns Policy
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 783 4509 (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.
Only orders for which the invoice and delivery addresses are in the United Kingdom, except Channel Islands, can be processed.
Free UK standard 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. We’re committed to delivering your order as soon as we can. We aim to deliver within 3 to 5 working days, however, due to current circumstances some deliveries may take longer than usual.
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 the above delivery options. For these areas, delivery by the “next working day delivery” option will be on the third working day.
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.
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.
You can visit the "Products" section, or complete the Customer Care contact form or by calling 0800 783 4509 (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 783 4509 (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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