Frequently Asked Questions
We have detailed information about every product on each product page - just click through! We also have our highly knowledgeable customer service team waiting to answer your questions via our Live Chat, available in the bottom right hand corner of your screen.
If you have further questions, please don't hesitate to Contact Us.
We process orders Monday through Friday in the order in which they are received.
If you want to check the status of your order and have an online account with us, please log into My Account and select 'Order History' 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 in your shipping confirmation email. For Delivery delays, please contact Australia Post directly.
If there is anything else we can assist with, please Contact Us.
The number of identical articles is limited to 8 for the same order and over a one-month period. Lancôme is obliged to apply these limits for delivery and payment security reasons.
Lancôme accepts MasterCard, Visa, AMEX and for your convenience, we also accept PayPal and Afterpay as methods of payment. Credit Card, PayPal & Afterpay information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.
In the event your order is declined, Lancôme will inform you of this event and refund any monies paid.
If you have forgotten your password, go to the "My Account" and click on "Forgot your password?“. A link to change your password will be sent to your e-mail.
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.
If you realise that you have made a mistake just after confirming your order on the website, contact us as soon as possible 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.
This could be for one of 4 reasons:
- Your spam filters are too high, meaning our email has been blocked as spam
- Lancôme (firstname.lastname@example.org) has not added to your Address Book
- You entered your email address incorrectly when checking out and the email has been send to the wrong email
- Your order may not have been successfully submitted.
For further information, please don't hesitate to Contact Us
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.
You can try again with a different card, or confirm that your details are correct by retrying your current card.
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 delivery delays please contact Australia Post for an update.
To view your order history, if you are a registered Lancôme member & logged in, click My Account and then My Purchases.
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.
For further information on our current promotions, please visit our Offers Page.