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

We are happy to offer a free return and a full refund on any product you've purchased from us within 30 days of the date of delivery (to the extent permitted at law).

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 respectfully request that you include a copy of the sales receipt as proof of purchase with any returned products. If you have purchased Lancome products from an unauthorised retailer or other unauthorised source, we regret that we cannot assist you with any problems you may encounter.

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


Allergic Reaction Returns: To the extent permitted at law, please provide us with a photo of the reaction and proof of purchase when requesting a return of the product. We request that the product be no more than 15% used and purchased within the last twelve months. If you experience any allergic reaction, please stop use of the product immediately and Contact Us for further assistance.

Damaged Products/Incorrect Order Returns: If you receive any products that are damaged or have been sent in error, please Contact Us with a description and photo of the product within 7 business days of the receiving your goods.

Faulty Items Returns: If you receive any products that are faulty, please Contact Us with a detailed description and photo of the product in question.

HOW TO RETURN A PRODUCT

1. Contact our Customer Service team with your order number, advise them you would like to return your item, and request a Return Authorisation Number.

You can contact our team via our Contact Us form.

2. Our customer service representative will submit your return and email you the shipping label.

3. Package your item securely.

4. Drop off your return at any Post Office. You can print your shipping label at the post office - simply present your returns label email on your phone.

Please note that once a Return Authorization number has been provided to you, you must ensure the parcel is returned to us within 30 days to qualify for a full refund. Lancôme 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 Lancôme products from unauthorised retailers or other unauthorised 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 Lancôme products, please do not hesitate to Contact Us, and it would be our pleasure to assist you however we could.

SHIPPING & RETURNS FAQS