Lancôme® Australia Customer Service Details

General Conditions of Sale by Lancôme® Australia

1- The Website

a. The Lancôme Australian website, www.lancome.com.au (the "Website") is an e-commerce website run by L'Oréal Australia Pty Limited (ABN 40 004 191 673) of 564 St Kilda Road, Melbourne, Victoria 3004 (“L’Oréal”). It is open to all Internet users (the "Internet User").
b. The Website enables L’Oréal to place Lancôme products (the "Products") on sale to Internet Users who visit the Website (the "Website Users").
c. For the purpose of these General Conditions of Sale, Website Users and L’Oréal are jointly referred to as the "Parties" and individually referred to as a "Party", and Website Users who have validated an order will be referred to as "Purchasers". Website Users' rights and obligations necessarily apply to Purchasers.
d. Products sold on the Website are intended for the personal use of Website Users, and may not be used in relation to their professional activity. In this respect, Website Users should note that their order must not exceed a total of AU$1,000. Moreover, the same Website User may only order a maximum of ten (10) products with the same reference during a single sale and over a period of one (1) month. If an order exceeds this amount and/or number, the order shall be deemed invalid and L’Oréal has no obligation to supply the Products ordered. Restrictions on order quantities and values of orders may be amended from time to time, and these will be stated on the relevant product page, or in materials concerning the relevant promotion.
e. The Products ordered by Website Users will only be delivered in Australia (see Lancome’s Shipping Terms and Conditions for further details). Orders which designate a P.O box delivery address will not be processed.

2- General Conditions of sale

a. These General Conditions of Sale set out the steps that a Website User needs to take to place an order, as described in Paragraph 4 "Order Terms and Conditions".
b. By ordering Products via the Website, Website Users agree to be bound by these General Conditions of Sale as amended or updated by L’Oréal at any time.

3- The Products
a. The Products that L’Oréal offers for sale are listed on the Website.
b. The photographs of the Products on the Website are for illustration purposes only. While every effort is made to ensure that the shade and image of the Lancôme products for which photos are displayed on the website accurately represent the original products, variations may occur due to technical limitations in reproducing colour using information technology. Consequently, such photographs should not be relied upon by Website Users and, to the extent permitted by law, L’Oréal will not be liable for errors or inaccuracies in photographs or graphics showing Lancôme’s products that are presented on the Website.
c. Product Availability - Products are offered subject to availability. If a Product is not available, L’Oréal will notify Website Users as soon as reasonably practicable. L’Oréal is not obliged to supply the Products and accepts no liability if these Products are out of stock or unavailable.
If a Product's unavailability is discovered after a Purchaser’s order is accepted or validated, Purchasers will have the option of either cancelling their order and requesting a reimbursement of the amount paid for the Products, or exchanging the unavailable Product(s) for another Product(s) of equivalent value. L’Oréal will not send a substitute Product to replace an unavailable Product unless requested by the Purchaser.
d. Retention of Title - The Products ordered will remain the property of L’Oréal until L’Oréal receives payment in full for the Products. On delivery, risk in the Products (including risk of theft or damage) is transferred to the Purchaser.
e. Prices - The prices of the Products are given in Australian Dollars and include GST. The price invoiced to a Purchaser is the price stated on the order confirmation sent to the Purchaser via e-mail by L’Oréal.
The prices for Products shown on the Website do not include delivery costs. For details of delivery costs please refer to the Lancome’s Shipping Terms and Conditions as amended from time to time by L’Oréal. . Delivery costs will be invoiced in addition to the price of the products. L’Oréal will notify Website Users of the delivery cost of their orders before their order is confirmed.
f. L’Oréal reserves the right to modify its prices at any time. Products will be charged at the prices featured on the Website at the time an order is submitted, subject to the availability of such Products.
g. Payment - All payments must be made over the Internet at the time an order is submitted. Payment can be made by credit or Visa debit card or such other payment mechanism as notified to Website Users, and must be made in accordance with the procedure as notified to Website Users.
Transactions will be carried out in a secure manner by the Cybersource Internet Payment banking group.
h. L’Oréal reserves the right to refuse any orders or deliveries if an order exceeds the limits stated in Paragraph 1.d., if L’Oréal has an existing dispute with a Purchaser, if a Purchaser has failed to pay for part or all of a previous order, or if the Purchaser’s credit/debit card payment authorisation is refused by any relevant banking organisation.
i. As part of the fight against online fraud, information concerning orders will be checked by L’Oréal’s designated payment partner Cybersource Internet Payment banking group.

4- Order Terms and Conditions

a. Navigation within the website
Website Users may freely view the Products on the Website, with no commitment to order.
b. Purchasers are responsible for all orders placed on their account, including for any discrepancies or errors in the order caused by the Purchaser.
c. Products placed in the Purchaser’s shopping cart are not reserved until the checkout process has been completed. Orders are only confirmed once payment is received in full.
d. Recording of an order
Only orders with an invoicing and delivery address located in Australia will be processed by L’Oréal.
If a Website User wishes to place an order, he/she must choose the Products that are of interest, and confirm that interest by clicking on the "Checkout" button.
Each additional item added to the Purchaser’s shopping basket will be shown by the appearance of a specific screen.
e. Website Users may at any time:
- obtain a summary of the Products they have selected or modify their order, by clicking on the button "Item", which is accessible on the top right of each page,
- continue to select Products by clicking on "continue shopping",
- complete their selection of Products and order them by clicking on "Checkout" or "Send as a gift".
Website Users then have to identify themselves:
- by entering their e-mail address and password, if they are a registered member on the Website; or
- by accurately filling out the form provided, which contains information needed to identify the Website User, including the Website User's surname, first name and postal address.
f. Website Users agree that in placing an order they will provide complete and accurate personal details to enable processing and delivery of the order.
g. L’Oréal will not be liable to Purchasers for their loss or that of any third party for a delay or failure to process, fulfill or deliver the Products to the Purchaser (or their nominated recipient) due to inaccurate or incomplete personal details provided by the Purchaser to L’Oréal.
h. Website Users accept that entering a user name constitutes proof of their identity.
Once Website Users have identified themselves, an order form appears on screen, which summarises the type, quantities and prices of the Products selected by the Website User, the delivery costs, the order total, the Website User's details and the delivery address for the Products.
i. Definitive validation of orders
Website Users must tick the "I accept the general conditions of sale" box before being able to choose a payment method shown on the same page.
When paying with their credit/debit cards, Website Users must validate the page by clicking on the "Credit Card" button. Website Users are then requested to enter their credit/debit card details.
Orders are validated after the input of a Purchaser’s credit or debit card information on the secure pages of L’Oréal’s designated payment partner the Cybersource Internet Payment group.
j. Once Purchasers submit their order, cancellations of their order or changes to the Products in the order cannot be made unless by agreement with L’Oréal. Purchaser’s should check their order carefully before submitting. L’Oréal will not replace or change an order where the Purchaser has made an error.
k. Where Purchasers place consecutive or separate orders, L’Oréal cannot consolidate the orders into one. A separate shipping charge will apply to each order in accordance with the Lancome’s Shipping Terms and Conditions as amended from time to time.
l. Confirmation of orders
Once Purchasers have validated their order and payment, an order confirmation is displayed showing a transaction number. This confirmation is also sent to Purchasers in the order confirmation e-mail. This confirmation includes the Product(s) ordered, payment details and delivery details. The Purchaser is advised to keep a copy (electronic or printed) of the information concerning the Purchaser's order.
m. When the order is prepared and despatched by L’Oréal, a despatch confirmation e-mail is also sent to the Purchaser.
The data recorded by the Website constitutes proof of all the transactions concluded between L’Oréal and the Purchaser. In the event of a dispute between L’Oréal and the Purchaser on a transaction carried out on the Website, the data recorded by L’Oréal will be deemed irrefutable proof of the content of the transaction.
n. Delivery terms and conditions
Orders are prepared by L’Oréal’s logistics centre located in Dandenong, Victoria, Australia, then dispatched by Australia Post. Please refer to Lancome’s Shipping Terms and Conditions for estimated delivery times.
Products ordered by a Purchaser will be delivered to the address stated on the Purchaser’s order form. Purchasers must supply the exact address of his/her permanent address when placing their order for the Products.
o. Delivery problems
To the full extent permitted by law, L’Oréal is not liable for any delay in delivery. If a delivery is late, the Purchaser must inform Lancôme’s Customer Service Department as soon as reasonably practicable by sending an e-mail to service@lancome.com.au. L’Oréal will then contact Australia Post within a reasonable time period in order to initiate an enquiry.
Upon receipt of Products ordered, Purchasers must check that the Products comply with the Purchaser’s order. Purchasers must immediately notify L’Oréal of any delivery anomalies by e-mailing service@lancome.com.au and specifying which Product does not match the Purchaser’s order. Subject to L’Oréal’s obligations at law, L’Oréal reserves the right to reject any delivery anomalies claim that is filed more than 7 working days after the date the Purchaser receives their delivery.


5- Withdrawal right

a. Any warranty given by L’Oréal in relation to its Product(s) will apply in addition to other rights and remedies the Purchaser may have under the Australian Consumer Law or any other applicable law.
b. Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. The Purchaser is entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. The Purchaser is also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure.
c. Non-compliant Product(s)
"Non-compliant Products" are products which have been sent by L’Oréal in error or products that do not comply with their specifications of description.
All non-compliant Products must be returned to L’Oréal within 7 working days following the day of receipt, in their original form and packaging. L’Oréal will refund postage costs if the item is defective or sent in error by L’Oréal to the Purchaser. Upon receipt of returned Products, L’Oréal will inspect the Products and investigate any claimed defect as quickly as possible. If L’Oréal confirms that the Products are Non-compliant Products, L’Oréal will exchange or reimburse the Non-compliant Product at L’Oréal’s election. In the case of reimbursement, the Purchaser will be reimbursed for the price of the Product(s), as well as the return costs incurred, within thirty (30) days of L’Oréal’s confirmation that the Product is a Non-compliant Product. If L’Oréal does not believe that a Product is a Non-Compliant Product including (without limitation) because of a failure to use the Products in accordance with the manufacturer’s instructions, or failure to take reasonable care, L’Oréal will reject the Purchaser’s claim and return the Products to the Purchaser at the Purchaser’s cost. Nothing in these General Conditions of Sale limits a Purchaser’s rights at law.

6- Change of mind returns

L’Oréal will not refund or exchange Products when a Purchaser simply changes their mind.

7- Privacy

Any personal information, such as your contact details, that you transmit through this Website is subject to Lancôme’s privacy policy , which you should read carefully before placing an order.

8- General

L’Oréal may amend or update these General Terms and Conditions of Sale at any time.

9- Force Majeure

a. L’Oréal will not be liable for the total or partial non-performance, or delay in performance, of its obligations caused by an event outside of its reasonable control (a “Force Majeure Event”).
b. Force Majeure Events will include, without limitation, war, riots, insurrection, and severe disturbance in the security of the Internet, technical failures, unauthorised access and/or intrusions into the Website's servers, strikes of all natures and computer or telephone failure.
c. If L’Oréal cites an event that constitutes a Force Majeure Event, it must inform the Purchaser within five working days of the occurrence or threatened occurrence of the event.
d. If a Force Majeure Event continues for one (1) month, L’Oréal may choose to cancel any affected order(s), in which case L’Oréal will reimburse the Purchaser, where applicable.

10- Severability

If one or more provisions of these General Conditions of Sale is deemed invalid or declared invalid pursuant to a law, regulation or following a definitive decision by a court having jurisdiction, the other provisions will retain their full force and scope.

11- Whole agreement

These General Conditions of Sale and the order summary sent to the Purchaser together form the entire agreement between the Parties and apply to the exclusion of all other documents. In the event of any inconsistency between these documents, the General Conditions of Sale will prevail.

12- Applicable Law

These General Conditions of Sale and the contractual relations between L’Oréal and the Purchaser will be governed by the laws of Victoria, Australia.