FAQs
Answer to common questions
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 method through PAYPAL.
Please refer to Delivery & Returns.
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
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.
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).
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.
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.
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.
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).