Customer Service Details

Shipping

SHIPPING & RETURNS

 

SHIPPING METHODS & RATES

We offer both Standard Shipping & Express Shipping. Our default shipping carrier is Australia Post.

Standard shipping is free of charge and delivered on business days (Monday through Friday, excluding public holidays). Express shipping is $9.95 on orders of any value.


STANDARD DELIVERY LEAD TIME:

Order Destination Expected Delivery Lead Time*
Metro - Melbourne, Sydney, Canberra, Adelaide 2 to 3 Business Days
Metro - Brisbane, Hobart 3 to 4 Business Days
Rural - VIC, NSW, SA 3 to 5 Business days
Metro - Perth, Darwin 4 to 6 Business Days
Rural WA, NT, QLD 5 to 10 Business days

*Lead time excludes dispatch. Delivery of orders to remote areas or high order volumes may take longer than expected.

We do not ship outside Australia at this time.

All orders are shipped by Australia Parcel Post from our Melbourne Distribution Centre and information relating to tracking & delivery will be sent to you via email as soon as your goods have been shipped.

SHIPPING DISPATCH & PROCESSING

We process & dispatch orders Monday through Friday, in the order in which they are received.

Our orders are usually dispatched within 24-48 hours, and delivered on business days (Monday through Friday, excluding public holidays).

OUR RETURN POLICY

Change Of Mind Returns
We are happy to offer free change of mind returns with a full refund on any product you’ve purchased from (to the extent permitted at law). Returns must be requested within 30 days after the date of delivery. Once our customer service team have contacted you and provided a returns shipping label, the parcel must arrive back at our warehouse within 30 days to qualify for a full refund.

Items must be in original and unused condition. Any Gift With Purchase received with an order must also be returned for a full refund. We do not offer refunds simply for change of mind returns that are 30 days after delivery.

We do not offer exchanges for change of mind returns.

We will accept returns outside of the above conditions in the case of allergic reactions, damaged products, incorrect items or faulty items.

We only accept returns purchased from Lancôme. Lancôme products purchased in all other locations must be returned to their original point of purchase.


 
Issues with Your Order
Damaged or Faulty Items: If you receive any products that are damaged or faulty, please Contact Us to arrange an exchange, replacement or refund. To expedite your request, please include a detailed description and photo of the product in question within 7 business days of receiving your delivery.

Incorrect Order Items: If you receive any products that have been sent in error, please Contact Us . To expedite your request, please include a detailed description and photo of the product in question within 7 business days of receiving your delivery..

Allergic Reaction: If you experience any allergic reactions to Lancôme products, please stop use of the product immediately.

In this rare and unfortunate situation, we will accept the return of your product. Please Contact Us to initiate this process.

To the extent permitted by law, please provide us with a photo of the reaction and proof of purchase. We request that the product not be more than 15% used.

 

HOW TO START A RETURN

1. Confirm that you meet our return conditions (see Change of mind returns).

2. Contact our Customer Service team via our Contact Us page and select “Returns”.

To expedite your request, please include the below details:
• Order number
• Address
• Date of product purchase
• Product(s) requested to be returned
• Return reason
• Product condition (unopened, used, damaged, faulty)

3. Within 48 hours, a customer service representative will get in contact with you.

• For change of mind returns: a customer service representative will submit your return and email you the return shipping label
• For orders with other issues: a customer service representative will request that you provide a photo, and any other relevant details. For more information, see section “Issue with your order”

4. Package your item securely.

To reduce waste, you can re-use the Lancôme packaging, if you no longer have this, you can use a similarly sized box.You can print your return shipping label at the post office - simply present your returns label email on your phone. Please note that from the date of receiving the return shipping label, the parcel must be posted within 30 days to qualify for a full refund.

5. Drop off your return at any Post Office

You can print your return shipping label at the post office - simply present your returns label email on your phone. Please note that from the date of receiving the return shipping label, the parcel must be posted within 30 days to qualify for a full refund.

6. You can track the delivery of your return to our warehouse via the Australia Post Portal.

Simply enter the tracking number you received via email when you booked your return at the Post Office.

7. Once the parcel arrives at our warehouse, our returns team will inspect the condition of your return.

If accepted, the refund will be processed and you will be contacted via email. Refunds take approximately 10 business days to be credited to your account.

If you should need further information regarding the return of any Lancôme products, please do not hesitate to Contact Us, and it would be our pleasure to assist you however we can.

 

SHIPPING & RETURNS FAQS