Lancôme Delivery & Returns | Customer Care

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.

Whilst we will always endeavour to get your delivery to you within the nominated time period, please note there may be a delay over periods of high demand (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.

DELIVERY OPTION	ESTIMATED DELIVERY TIME	DELIVERY CHARGE
Standard Delivery	3-5 working days	FREE

*If order is placed before 10am on a working day. If order is placed after 10am or on any non-working day then estimated delivery will take an extra 2 working days.

SHIPPING EXCLUSIONS:
Unfortunately, we cannot offer Express or Saturday deliveries. Orders for which a P.O box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.

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 1800-946707 (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 - https://www.dpd.co.uk/ 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

1. If you have changed your mind, the easiest way to get the parcel back to us, is to refuse at the door when it is delivered.
2. If you have accepted the parcel - Get in touch with our Customer care team by Contact Us form on the bottom of the site to notify us you have changed your mind.
Please choose Contact reason – ‘Online Returns’
3. Pack It: Carefully pack item(s) to be returned into the original box, if possible.
4. You will need to print your shipping confirmation email, highlight the items your are returning, and include in your returns package.
5. Ship it: arrange for the parcel to be returned (at your cost) to the below address:
35 Wicklow St, Dublin, D02 Y899, Ireland

Please note: No parcel will be accepted when attempting to return by hand to the above address.

6. Retain the receipt of your postage.

Note: We suggest you ship via a traceable service to track your delivery.

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.