Lancôme® Australia Customer Service Details

FAQ - Your Questions Answered by Lancôme® Australia

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 create an account or check out as a guest. Simply follows the screens through until you receive confirmation that the transaction has been accepted.

Product unavailable:
Among the Lancôme products you can purchase online, a product may temporarily be unavailable. Please check back shortly to see if your 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 4 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, or debit cards with the Visa/MasterCard logo.
Unfortunately, we do not accept personal checks and money orders.

We also accept PayPal payments.

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Can I use a foreign credit card?

Consumers using foreign credit cards issued in China, Brazil, Canada, Germany, UK or US can place orders on this website provided that the Ship-To Address is in Australia. We do not accept credit cards issued from other countries.

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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 and complete with gift wrapping.

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I haven't received an order confirmation

This could be for 2 reasons:
- either your spam filters are too high, which means that our emails have been blocked a spam
- Lancôme (noreply@lancome.com.au) has not added to your Address Book
- or, your order may not have been successfully submitted.

For further information, email us here. A Lancôme Representative will be happy to assist you.

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How can I cancel or change my order?

If you realise that you have made a mistake just after confirming your order on the website, contact Lancôme customer services as soon as possible by emailing service@lancome.com.au so that they can assist you.

Please note that you cannot cancel your order if Lancôme customer services inform you that it has already been processed.

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Where can I view my order history?

If you are a registered Lancôme member, you may consult your Order History by clicking here.

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My payment has been rejected

To protect your security and privacy, your bank can't provide Lancôme with information about why your payment was declined. Because of this, you need to contact your bank directly to solve these payment issues.

If you want to try again with a different card or confirm your details are correct by retrying your current card, please visit the Orders section in Your Account.


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How to track my order

When your order and payment are validated, Lancôme sends an initial e-mail to confirm your order.

Then, once your order has been prepared and dispatched, you will also receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a tracking number.
By clicking on the link to the Australia Post website in this e-mail, and entering the parcel number, you will be able to track your parcel.

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How do I use a promotional code?

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.

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How do I know if my order has been taken into account?

Once your order has been 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, (and you've checked your spam), it may be that your order has not been acknowledged.
To check your order status, please contact us by e-mail.

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How do I find my username / password?

If you forget your password, go to the "Sign in" and click on "Forgotten password?“
A link to change your password will be sent to your e-mail.

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Why should I create an account?

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.

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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 Lancome products?

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

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How can I obtain advice about Lancôme products?

How can I be informed about Lancôme news?

To receive the Lancôme newsletter, simply click on the ‘Newsletter’ icon at the top of every page. Then fill in your email address, tick the box to accept to receive Lancôme emails 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, 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 shops?

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 available for purchase online.

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Can you send samples of your products?

We are sorry, we do not offer samples without placing an order. You may wish to set up an account with us. The benefits of creating an account are:
• Choice of samples with every order
• When signed up for emails you receive news on new products as well as deluxe sample offers
• Order history information
• Save products to your Wishlist

To become a member, click here, then select Create an Account or log in using the one of the listed social networks.
Additionally, if you are interested in trying our Lancôme cosmetics and skincare products, please visit one of our counters. 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 by clicking here.

What types of delivery are offered?

We currently offer standard Australia Post shipping to all locations within Australia.

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What are the costs and delay of delivery?

All orders ship FREE within Australia.

Your orders are usually dispatched within 2 working days. You will receive an email notification from Australian Post when your order is shipped.

The following delivery timeframes apply:
Sydney and Melbourne Metro: 2-3 working days after dispatch. Orders are dispatched within 2 days.
Rest of Australia: 3-5 working days after dispatch. Orders are dispatched within 2 days.

*Delivery to remote areas may take longer. Please note we rely on Australia Post to provide delivery services so we cannot guarantee delivery times. If your order doesn't arrive within the given timeframe, please inform us at service@lancome.com.au

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How to deliver to another location?

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.

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What are the destinations covered for delivery?

We deliver to everywhere within Australia. Remote destinations may take longer than metro areas. Please refer to your parcel tracking for more information.

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I have not received my order

If a delivery is late, the Purchaser must inform the Lancome customer service department as soon as possible, by e-mail sent to service@lancome.com.au. Lancome shall then contact its authorised carrier to initiate an enquiry. Enquiries may take some time but we aim to resolve all delivery problems within two (2) weeks from the day of the complaint.

Upon receipt of Products ordered, the Purchaser must check that the Products are compliant. Any delivery anomalies (missing or broken Products, parcel damaged, etc) must be noted in writing by Purchasers on the delivery slip presented by the courier alongside a signature. The Purchaser must also notify the Lancome customer service department by e-mail sent to service@lancome.com.au specifying the nature of the problem.

Most parcels arrive on time. Occasionally though, the tracking may show as "delivered" when you don't have your parcel.
If the tracking for your parcel shows it as delivered but you haven't received it, you should:
- Check if someone else at your address has accepted it.
- Check if an attempted delivery notice has been left in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel.
- Use the delivery confirmation and tracking number sent by email to contact the carrier.
You can also contact our Customer Services to obtain confirmation of shipping.

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What is the procedure for returns?

Should you ever buy anything from us that is not pleasing to you, you may return any of our products to the original point of purchase for a full 100% money-back guarantee. Customers who purchase products from Lancome website may return them by mail addressed to the logistics centre. Please email service@lancome.com.au for more details and logistics centre address. Items purchased in a Lancome free-standing store may be returned to any of the Lancome free-standing stores. Lancome products purchased in all other locations must be returned to their original point of purchase.

For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return. If you buy Lancome products from unauthorized retailers or other unauthorized sources, we regret that we cannot offer you our money-back guarantee or otherwise assist you with any problems that you may encounter.

If you should need further information regarding the return of any Lancome products, please do not hesitate to email us at service@lancome.com.au and it would be our pleasure to assist you however we could.

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Missing/ damage products in my order

If your order is missing a product, contains a damaged item, or other concern, please contact customer services at service@lancome.com.au. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.

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