FAQ

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.

Absolutely! Please visit the following link for more information about Klarna.

The L'Oréal products offered for sale on the site Lancôme are intended for your personal use, not directly related to your professional activity. In this regard, you should note that your order must not exceed a total of $1600CAD. In addition, you cannot add more than five (5) products of the same reference to the basket during the same sale. If the order exceeds the above amount and/or number, you will not be able to complete your order.

We currently accept all major credit cards which include: Visa, MasterCard, American Express. Unfortunately, we do not accept 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.

All orders are subject to payment verification. We reserve the right to refuse to process any transaction and cancel any orders without notice due to suspected fraud or unauthorized activity.

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

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.

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, please contact us. A Lancôme Representative will be happy to assist you.

Unfortunately we are not able to cancel or modify orders once submitted.
We are not held responsible for packages delivered to a wrong address which was provided by a customer during the checkout process. It is the customer's responsibility to provide the correct shipping details. Once an order is processed, we are unable to modify any details such as shipping information. Assuming that the item(s) returns to us, a refund will be processed.

To return an opened and unused order, print and complete the return form, 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:

L’Oréal Canada Return Department,
3500 rue Douglas-B.-Floreani,
Door 31-32, Saint-Laurent, QC,
H4S 2B9.

The refund will be issued within 30 days of receiving your parcel. You will receive an email once the refund is completed.

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

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.

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.

Quantities of gifts/samples are limited and are offered while supplies last. Gifts/samples will not be compensated in monetary value if out of stock. Available gift/samples may differ from original offering at any time based upon availability and this may not be reflected in advertisements.

We reserve the right to substitute any free item offered with an item if equal or greater value.

Only authorized purchases will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of an offer and to modify or cancel this promotion due to system errors or unforeseen problems. Offer cannot be combined with any other offer or promotion. Cannot be applied to previous orders. Other conditions may apply.

Gift sets, samples, and limited editions are excluded from discounts unless otherwise stated.

The sign-up offer is valid for new email addresses only. An email with a promo code will be sent within 24-48hr upon registration.

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. A Lancôme Representative will be happy to assist you.

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.

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.

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.

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.

You can visit the "Products" section of our website or visit our Beauty Advisors in retail locations. Also, feel free to contact us. A Lancôme representative will be happy to help!

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.

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.

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.

Lancôme Canada offers various shipping methods. We are happy to provide you with free delivery on orders of $50 and more. 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.

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

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

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 30 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 us for assistance.

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.

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.

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.

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!

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.

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.

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

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.

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.

FREE SHIPPING ON ORDERS $50+ FOR MEMBERS

Enjoy complimentary shipping with any purchase of $50 or more when you join My Lancôme Rewards

DESTINATIONS:

Lancôme Canada offers various shipping methods. Lancôme.ca ships via Canada Post to Canadian addresses only. Unfortunately, products can not be shipped to a APO/FPO or P.O. Box address.

For a limited time, certain orders shipping to Ontario & Quebec may be shipped via Dicom. Full details will be communicated through your shipping confirmation email.

ORDER PROCESSING:

Orders will be processed within 1-2 business days.

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