Customer Service Details

Shipping

SHIPPING

Standard shipping is free of charge with all orders.

SHIPPING METHODS & RATES

Standard shipping is free of charge and delivered on business days (Monday through Friday, excluding public holidays). Our standard shipping carrier is Australia Post. We kindly ask that you anticipate 3-5 business days for standard shipping.

*Delivery of orders to remote areas or high order volumes may take longer than expected.
All orders must be sent to a registered Australian Postal Address.

ORDER STATUS & TRACKING

If you want to check the status of your order, and have an online account with us, please log into your account to check the progress of your order. If you want to track the shipment of your order, you can do so by clicking on the tracking number included with your shipping confirmation email.

Once received you can access the tracking service here

For any questions about your order, please Contact Us (service@lancome.com.au) and we would be happy to assist you.

CHANGE OR CANCEL AN EXISTING ORDER

If you need to change an order you have already placed, please contact a Lancome Customer Service Representative at service@lancome.com.au with the subject "My Order". To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your needs. Please note if the order has already been processed, we will be unable to change or cancel it.

INTERNATIONAL SHIPPING

We do not ship outside of Australia at this time.

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.

ALLERGIC REACTION RETURNS

In the rare case of an allergic reaction, we will accept the return of your product.
To the extent permitted at law, please provide us with a photo of the reaction when requesting a return of the product and we request that the product be no more than 15% used.

If you experience any allergic reaction, please stop use of the product immediately and Contact Us (service@lancome.com.au) for further assistance.

DAMAGED PRODUCTS / INCORRECT ORDER

If you receive any products that are damaged or have been sent in error, please contact us (service@lancome.com.au) with a description and photo of the product within 7 business days of the delivery.

FAULTY ITEMS

If you receive your order with faulty products, please contact us (service@lancome.com.au) with a detailed description and photo of the product in question.
All contact for allergic reactions, damaged goods, incorrect orders and faulty products should be made to service@lancome.com.au

If you have purchased products online from the Lancome website, you may return them by Australia Post. If you have purchased Lancome products from a retail store, please return them to that store.

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.

If you should need further information regarding the return of any Lancome products, please do not hesitate to Contact us (service@lancome.com.au) - it would be our pleasure to assist you however possible.

REPORT A PROBLEM WITH YOUR ORDER

If your order is missing a product or you have any other concerns, please Contact Us (service@lancome.com.au). To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concerns as efficiently as possible.

INTERNATIONAL CREDIT CARD PAYMENTS

Consumers using foreign credit cards issued in many countries can place orders on this website provided that the “Ship-To Address” is in Australia. We do reserve the right to decline orders made with credit cards issued from specific countries. Should you have additional questions or concerns please Contact Us (service@lancome.com.au) and we will be happy to assist you.