How can we help you?

Customer service FAQ

How do I place an order?

Choose the desired quantity and the shade/size if applicable, then click on "Add to Shopping Bag". You will be invited to log in or check out as a guest. Simply follow the screens through until you receive confirmation that the transaction has been accepted.

If a product is unavailable:
Among the Lancôme products you can purchase online, a product may temporarily be unavailable. In this event, you can click on 'Notify me' and leave your email address to be notified as soon as the product is back in stock.

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What is the maximum quantity and amount that I can order?

The number of identical articles is limited to 5 for the same order and over a one-month period.
Lancôme is obliged to apply these limits for delivery and payment security reasons.

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What methods of payment do you accept?

We currently accept all major credit cards which include: Visa, MasterCard, American Express and gift cards.
Unfortunately, we do not accept PayPal, personal checks or money orders.

Consumers using foreign credit cards can place orders on this website provided that the Ship-To Address is in Canada.

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Can I use a foreign credit card?

Consumers using foreign credit cards can place orders on this website provided that the Ship-To Address is in Canada.

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Can I send a gift to a different address?

You can find ideas for Lancôme gifts suitable for different occasions and recipients in the "Gift ideas" section of the site.
You can select a different delivery address during checkout.

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I haven't received an order confirmation

You may not have received an order confirmation for a number of reasons:
- If you have set spam filters too high, our emails get deleted once they are received.
- Lancôme ( ) is not added to your Address Book, so confirmations are not properly received.
- or, your order may not have been successfully submitted.

For further information, contact us at dgcontactlancome@info-ccc.com or call us toll-free at 1-800-LANCOME (1-800-526-2663). A Lancôme Representative will be happy to assist you from 9:00 AM to 5:00 PM EST, Monday to Friday.

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How can I cancel or change my order?

Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:
Postal Box 1266
Montreal, Quebec
H4L 4X1

Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.

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Where can I view my order history?

If you have a registered Lancome.ca account, you may consult your Order History by clicking here.

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How to track my order

When your order and payment are validated, Lancôme sends an initial email to confirm your order.

Once your order has been prepared and shipped, you will receive an order confirmation by email. In this email, you will find your order tracking number.
Click on the link to the Canada Post website in this email, or click here, and enter the order tracking number. Then, you will be able to track your shipment.

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My payment has been rejected

To protect your security and privacy, your bank does not provide Lancôme with information as to why your payment was declined. Please contact your bank directly to solve these payment issues.

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How do I use a promotional code?

If you have a Lancôme promotional code, you can enter the code at checkout.

Promotional codes include, but are not limited to:

  • - Gift with purchases

  • - Deluxe samples

  • - Discounts

 

Before confirming your order, promotional codes can be entered in the input field "Promotion Code" on the right hand side of the checkout page. Once a valid code is entered, the offer will be applied to your shopping bag. All promotional codes are available for a limited time, while supplies last and cannot be used once expired. Quantities of samples are limited and offer is subject to availability. Available samples may differ from original offering at any time based upon availability and this may not be reflected in advertisements. Only authorized purchases will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer and to modify or cancel this promotion due to system errors or unforeseen problems. We reserve the right to substitute any free item offered with an item if equal or greater value. Offer cannot be combined with any other offer or promotion. Offer not applicable on gift sets unless stated otherwise. Cannot be applied to previous orders. Other conditions may apply. Offer is subject to change without notice.

 

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How do I know if my order has been submitted?

Once your order has been confirmed, you will be sent an order summary by email. 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 email, (and you've checked your spam), it may be that your order has not been acknowledged.
To check your order status, please contact us at dgcontactlancome@info-ccc.com or call us toll-free at 1-800-LANCOME (1-800-526-2663). A Lancôme Representative will be happy to assist you from 9:00 AM to 5:00 PM EST, Monday to Friday.

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Why should I create an account?

The creation of a secure account will allow you to benefit fully from services offered by Lancôme: order tracking, creating a list of your own personal favourite products, viewing past orders, etc. To receive any news from Lancôme, you must check the box when registering saying that you wish to be contacted by email with 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.

We are committed to protecting the privacy of our customers’ personal information. See our Privacy Policy.

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How do I find my username / password?

Your username is your email address. If you forget your password, go to the "Sign in" and click on "Forgot password?“
A link to change your password will be sent to your email.

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How to update my personal information?

The personal information gathered when you created a secure account with Lancôme can be changed by you at any time by managing your account online. Simply log into your account and change the necessary details.

Where can I find Lancôme products?

Lancôme products can be bought online or found in retail locations across the country. Visit the Store Locator for a full list of retailers in your area.

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How can I obtain advice about Lancôme products?

You can visit the "Products" section of our website or visit our Beauty Advisors in retail locations. Also, feel free to contact us at dgcontactlancome@info-ccc.com or call us toll-free at 1-800-LANCOME (1-800-526-2663).

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How can I be informed about Lancôme news?

To receive the Lancôme newsletter, simply click on the ‘Email Sign Up’ icon at the top of every page. Then fill out the registration form and click “Sign up”.
You can also do so by creating your own secure 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, you can also keep up with the latest news and enjoy special offers.

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Can I purchase a product that is no longer available in stores?

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. As a general rule, these products will also no longer be available for purchase online.

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Can you send samples of your products?

With every online order, you have the opportunity to select free samples. We are sorry, we do not offer samples without placing an order.

You can view the samples available at checkout. After you have selected your samples, they will be automatically added to your Shopping Bag. You will also see them listed on the Order Confirmation page.

Samples are limited and change often. If your order is not completed during this visit, the samples will be removed from your Shopping Bag and may no longer be available. These products and gifts are not redeemable for cash.

Additionally, if you are interested in trying our Lancôme cosmetics and skincare products, please visit one of our counters at our retail locations. A Lancôme Beauty Advisor will be happy to help you choose products for your skin type, and introduce you to cosmetics to help you achieve the look you like. Each counter has testers so that you have the opportunity to try each product before you make a purchase.
To locate the nearest Lancôme counter, please visit our Store Locator section.

What are the types, costs and delays of delivery?

Lancôme Canada offers various shipping methods. We are happy to provide you with free delivery on orders of $85 and more.

 

Shipping Methods

Canada Post

Expedited
(orders under $85)

Xpresspost

Priority

Delivery Time

2 – 5 business days

1 – 4 business days

1 – 2 business days

Cost

$7.95

$9.95

$14.95


Lancôme.ca ships via Canada Post to Canadian addresses only.

Orders will be processed within 1-2 business days. Orders received by 8:00 am EST will be processed the same day. Orders received after 8:00 am EST will be processed on the next business day.

Orders will be shipped Monday-Friday, excluding federal holidays within Canada. Packages do not require a signature upon delivery.

Certain items are considered hazardous materials. These products include aerosols and alcohol-based products such as fragrances, liquid cleansers and toners, etc. These products are required to be shipped by Standard Shipping, due to air transport restrictions and regulations. In the case you have selected such items in your Shopping Bag, standard shipping will be automatically applied to you order at checkout.
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How to deliver to another location?

When entering your shipping and billing address during checkout, uncheck "same as shipping address" and enter the correct billing address.

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What are the destinations covered for delivery?

Lancôme.ca ships via Canada Post to Canadian addresses only.

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Why haven't I received my order?

Most orders arrive on time. Occasionally, the tracking service provided by Canada Post may show your order as "delivered" when you have not recieved it.
In this case, please:
- Check if someone else at your address has accepted it.
- Check if an attempted delivery notice has been left in your mailbox or on your door. Follow the instructions on that notice to request re-delivery or to arrange collection of the order.
- Use the delivery confirmation and tracking number sent by email to contact Canada Post.

For additional information, please call us toll-free at 1-800-LANCOME (1-800-526-2663). A Lancôme Representative will be happy to assist you from 9:00 AM to 5:00 PM EST, Monday to Friday.

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What is the procedure for returns?

All Lancome.ca purchases are backed by our 100% satisfaction guarantee.

If for any reason you are not completely satisfied with your Lancôme purchase you may return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase.

 

To return your order:

Step 1: Pack the items along with a copy of your invoice.

Step 2: Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post. Please return to:

L’Oréal Canada – Département des retours
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC
H4S 2B9

 

The refund will be issued within 15 days of receiving your parcel. You will receive an email once the refund is completed.


At this moment, shipping fees for return are not refundable.


Please note: Returns or exchanges for purchases made online may not be accepted for return or exchange at a LANCÔME Counter.

Returns or exchanges for purchases made in a LANCÔME retail store or partnered retail location may not be returned to Lancome.ca. If the item you wish to return was not purchased through Lancome.ca, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our customer service at 1-800-LANCOME (Monday to Friday from 9:00 AM to 5:00 PM Eastern Time) for assistance.

 

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Missing/damaged products in my order

If the product(s) received do not comply with your order or arrive damaged by the carrier, save the box and the merchandise and notify us immediately at 1-800-LANCOME (Monday to Friday from 9:00 AM to 5:00 PM Eastern Time). The carrier will be notified and the damaged package and the damaged items will be replaced.

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What is Lancôme's commitment to product safety?

Lancôme is committed to upholding the highest standards of safety for all the products it makes and sells. We adhere to the most rigorous standards for product safety so that our customers can purchase and use our products with complete confidence.

We want you to know that:

  • - Lancôme is in full compliance with Health Canada regulations as well as the FDA and the European Union 7th Amendment Cosmetic Directive and the requirements for safety in all of the countries in which our products are sold

  • - Each and every ingredient used in our products has been thoroughly reviewed and tested by our internal safety team made up of toxicologists, clinicians, pharmacists and physicians.

  • - Every product formulation that Lancôme manufactures is screened and tested for safety before it is marketed to consumers

Lancôme confidently and proudly stands behind each and every product that we sell, and we pledge that we will always uphold the highest standards of safety for our customers around the world.

If you would like additional information about the safety of cosmetics, please visit Health Canada Website.

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What is Lancôme's site security?

At Lancome.ca, we understand how important security is to you. Credit card information entered at Lancome.ca is secure and safe using a SSL Certificate. All orders placed on Lancome.ca are encrypted, thereby protecting any credit card information that is submitted at the time of the order. You can be assured that your order will be placed safely and securely.

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WHICH PRODUCTS CAN I ENGRAVE?

Lancôme's exclusive engraving service is currently available for all Matte Shaker, Juicy Shaker, L’Absolu Rouge, Miracle Cushion, and Teint Idole Ultra Cushion purchased on Lancome.ca. This excludes gift sets, discounted products and products listed under the “Last Chance” section. Lancôme reserve the right to remove any product of the engraving service at all time and to cancel an engraved order at all times. Check back regularly as more of your Lancôme favourites will become available to engrave!

HOW MUCH IS IT TO ENGRAVE A PRODUCT?

Engraving is currently a complimentary service on lipstick, foundation compacts and select fragrances purchased on Lancome.ca. There is no additional cost at this time.

MAY I RETURN OR EXCHANGE AN ENGRAVED PRODUCT?

Unfortunately, engraved products cannot be returned or exchanged unless due to product defect. If the product is returned, we will not issue a credit note and we will not be able to return the product back to you.

WHERE WILL THE ITEM BE ENGRAVED?

Our engraving experts have determined the best placement for the engraving on the product. This will ensure the best results for your engraved product.

CAN I CHOOSE MY ENGRAVING STYLE?

At this time, we do not offer the option to select a desired font or placement. Our engraving experts have pre-determined the ideal font and placement for the best results.

HOW CAN I CHOOSE TO ENGRAVE MY PRODUCT?

You can select the option to add engraving to your product by checking the Complimentary Engraving box right above the Add to Shopping Bag button on the product page. After checking the box, you will have the ability to customize your message or monogram by clicking on the Add to Shopping Bag button.

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