Customer Service Details

Terms & Conditions of Elite Rewards by Lancôme® Australia

Customer service terms of Elite Rewards by Lancôme® Australia

LANCÔME ELITE REWARDS MEMBER TERMS AND CONDITIONS

Introduction

1. The Lancôme Elite Rewards program is offered by L'Oréal Australia Pty Ltd (L'Oréal, we or us).

2. These terms and conditions apply to the Lancôme Elite Rewards program and any promotional activity and member transactions relating to the Lancôme Elite Rewards program. By registering for and participating in Lancôme Elite Rewards, you agree to be bound by these terms and conditions.

Your participation and membership

3. You can sign up to Lancôme Elite Rewards online at www.lancome.com.au/loyalty, in store at a Lancôme counter, or via other methods which may be specified by L'Oréal from time to time.

4. To become a member of Lancôme Elite Rewards, you will need to provide your full name and email address. In order to be eligible for a Lancôme Elite Rewards Birthday Reward, you must also provide your date and month of birth.

5. You must notify us if your email address changes. L'Oréal is not responsible for any loss of Lancôme Elite Rewards benefits arising from you not notifying us of any change in your email address.

6. You must only have one Lancôme Elite Rewards account at any time.

7. L'Oréal staff are not eligible to join Lancôme Elite Rewards.

8. Lancôme Elite Rewards tier spend, points balance and rewards are not transferrable and cannot be shared with anyone else.

9. If you are under the age of 18, you need the consent of your parent or guardian to join.

Member communications and personal data

10. When you join Lancôme Elite Rewards, you agree to receive email communications from L'Oréal for the purposes of:
    • providing you with marketing, product and special offer information; and
    • notifying you of matters relevant to your Lancôme Elite Rewards membership, including points and rewards expiry.


You can opt out of receiving these emails by clicking the ‘unsubscribe' button at the bottom of any Lancôme email and updating your preferences.

11. By joining Lancôme Elite Rewards you agree to let us collect, use and disclose your data (including personal information) in accordance with our Privacy Policy and these terms and conditions.

Earning Lancôme Elite Rewards points

12. You can earn Lancôme Elite Rewards points by making a purchase:
    • online at lancome.com.au while logged in to your Lancôme Elite Rewards account;
    • at a Lancôme pop-up in Australia and identifying yourself as a Lancôme Elite Rewards member; or
    • at a Lancôme counter in participating department stores in Australia and identifying yourself as a Lancôme Elite Rewards member to a dedicated Lancôme Customer Service Representative. You will not be eligible to earn points or tier spend if you make a purchase at a participating department store with a standard department store representative (i.e. a staff member who is not a dedicated Lancôme Customer Service Representative) or on the department store's website.


13. If you make a purchase in accordance with clause 12 above, for each dollar you spend (excluding shipping costs) you’ll earn one Lancôme Elite Rewards point (rounded down to the nearest dollar). This is calculated on your actual spend after any discounts, gift vouchers or Lancôme Elite Rewards vouchers. For example:
    • If you purchase a product which is $100 and receive a 15% discount on the purchase (total spend $85), you will receive 85 Lancôme Elite Rewards points.
    • If you purchase a product which is $150 and use a $50 gift voucher on the purchase (total spend $100), you will receive 100 Lancôme Elite Rewards points.
    • If you purchase a product which is $100 and use a $20 Lancôme Elite Rewards voucher on the purchase (total spend $80), you will receive 80 Lancôme Elite Rewards points.


14. For online purchases, points will be credited to your Lancôme Elite Rewards account once your order ships. For in-store purchases, points may take up to 24 hours to be credited to your Lancôme Elite Rewards account.

15. We may deduct from your Lancôme Elite Rewards account any Lancôme Elite Rewards points:
    • credited to your account as a result of an error;
    • relating to a transaction that has been cancelled, reversed or refunded;
    • relating to any suspected fraudulent activity; or
    • relating to an order that L'Oréal reasonably believes was for a commercial purpose or commercial in quantity.


16. At its sole discretion, L'Oréal may update a member account with additional Lancôme Elite Rewards points as a result of a purchasing behaviour, incentive and/or promotional activities.

17. Your Lancôme Elite Rewards point balance and any vouchers you redeem through Lancôme Elite Rewards are not transferable to anyone else, or redeemable for cash.

Using Lancôme Elite Rewards points

18. Points can be redeemed for a Lancôme Elite Rewards voucher redeemable online at lancome.com.au, as set out in the table below. Only one Lancôme Elite Rewards voucher can be used per transaction.

Points

Lancôme Elite Rewards voucher amount

400

$20

600

$30

800

$40



19. When you convert your Lancôme Elite Rewards points into a Lancôme Elite Rewards voucher, you will have 30 days from the date of conversion to use your Lancôme Elite Rewards voucher. We will notify you using the email address linked to your Lancôme Elite Rewards account approximately [7] days before any of your active vouchers are due to expire, if you have not opted out of receiving loyalty communications. If you return or cancel an order in which you redeemed a Lancôme Elite Rewards voucher, the voucher will be reissued to your account with its original expiry date.

20. Each Lancôme Elite Rewards voucher can only be used once and L'Oréal will not be held liable if a Lancôme Elite Rewards voucher is not able to be redeemed for any reason. When using a Lancôme Elite Rewards voucher, you must spend at least $1. Lancôme Elite Rewards vouchers are not valid for use towards the purchase of gift cards. L'Oréal reserves the right to exclude certain items and promotions from being redeemed by using Lancôme Elite Rewards vouchers.

21. Points will expire 12 months after they are earned. This means that if you make multiple purchases in one year, you will have points expiring on multiple dates the following year. For example:
    • If you spend $50 on 1 February of the first year, you will earn 50 points. These points will expire at the end of 31 January of the second year.
    • If you spend $100 on 1 June of the first year, you will earn 100 points. These points will expire at the end of 31 May of the second year.


22. We will notify you using the email address linked to your Lancôme Elite Rewards account approximately one month before any of your points are due to expire, if you have not opted out of receiving loyalty communications.

Lancôme Elite Rewards membership tiers

23. You can accumulate Lancôme Elite Rewards tier spend by making a purchase:
    • online at lancome.com.au while logged in to your Lancôme Elite Rewards account (excluding shipping costs);
    • at a Lancôme pop-up in Australia and identifying yourself as a Lancôme Elite Rewards member; or
    • at a Lancôme counter in participating department stores in Australia and identifying yourself as a Lancôme Elite Rewards member to a dedicated Lancôme Customer Service Representative. You will not be eligible to earn points or tier spend if you make a purchase at a participating department store with a standard department store representative (i.e. a staff member who is not a dedicated Lancôme Customer Service Representative) or on the department store's website.


24. For online purchases, tier spend will be credited to your Lancôme Elite Rewards account once your order ships. For in-store purchases, tier spend may take up to 24 hours to be credited to your Lancôme Elite Rewards account.

25. As a Lancôme Elite Rewards member, you will be allocated to a membership tier on the basis of your spend with Lancôme in a membership year.

26. The current spending thresholds for each membership tier are:
    • For Rose membership: spend $0-$299.99 per membership year.
    • For Silver membership: spend $300-$799.99 per membership year.
    • For Gold membership: spend $800+ per membership year.


27. Your Lancôme Elite Rewards membership year starts from (i) the date you joined Lancôme Elite Rewards or (ii) the date you last changed or maintained tiers (whichever date is later) and runs for 12 months.

28. At the end of each membership year, your membership tier will be determined by your spend with Lancôme in that membership year and your spend balance will be reset to $0. You will then remain in that membership tier until the end of your next membership year, unless your rolling 12 month spend qualifies you to move to a higher tier.

29.At its sole discretion, L’Oréal may upgrade a member’s membership tier as a result of purchasing behaviour, incentive and/or promotional activities.

30. We may deduct from your Lancôme Elite Rewards spend balance any amounts:
    • credited to your account as a result of an error;
    • relating to a transaction that has been cancelled, reversed or refunded;
    • relating to any suspected fraudulent activity; or
    • relating to an order that L'Oréal reasonably believes was for a commercial purpose or commercial in quantity.

31. The benefits that members of each tier are eligible to receive are set out in the table below. These benefits may change, but if we reduce the benefits that apply to the tier you are in, we will let you know by sending an email to the email address linked to your Lancôme Elite Rewards account, if you have not opted out of loyalty communications.

Tier

Rose ($0 - $299.99 spend)

Silver ($300 - $799.99 spend)

Gold ($800+ spend)

Tier benefits

Access to Lancôme voucher catalogue

Access to participate in one exclusive promotion

Rose Birthday Reward (if you provided your date of birth when you signed up to Lancôme Elite Rewards)

Access to Lancôme voucher catalogue

Access to participate in two exclusive promotions

Silver Birthday Reward (if you provided your date of birth when you signed up to Lancôme Elite Rewards)

Three-day early access to new launches and promotions

Access to double points events

One complimentary service

Access to Lancôme voucher catalogue

Access to participate in three exclusive promotions

Gold Birthday Reward (if you provided your date of birth when you signed up to Lancôme Elite Rewards)

Five-day early access to new launches and promotions

Access to double points events

Two complimentary services
 

Access to exclusive private events



32. Members will be able to access their Lancôme voucher catalogue at any time by logging into their Lancôme Elite Rewards online account. All other tier rewards will be available at set periods of time throughout the year. We will notify when these rewards are available to you if you have not opted out of loyalty communications, including further information on additional terms and conditions that may apply to rewards and how to redeem.

Lancôme Elite Birthday Rewards

33. Members who are eligible for a Rose, Silver or Gold Birthday Reward will receive their Birthday Reward via email (if they have not opted out of loyalty communications) approximately 7 days prior to their birthday, or at such other time as L’Oréal considers appropriate. Birthday Rewards may change from time to time at L’Oréal’s discretion.

34. Your Lancôme Elite Birthday Reward is redeemable online only and must be used within 30 days of the date of issuance. You must be logged in to your Lancôme Elite Rewards account to redeem your Birthday Reward. Rewards that are not redeemed within 30 days of issuance will be rendered null and void.

General

35. Your Lancôme Elite Rewards membership may be terminated or suspended if we reasonably suspect that you have:
    • breached these terms and conditions;
    • engaged in or may engage in fraudulent conduct, or conduct that is reasonably suspected to be fraudulent, in relation to your Lancôme Elite Rewards account; or
    • engaged in inappropriate conduct that undermines the legitimate interests of L'Oréal.

36. You may terminate your Lancôme Elite Rewards membership at any time by contacting Lancôme customer service.

37. If your Lancôme Elite Rewards membership is terminated (by you or us), all outstanding points, tier status and benefits and any Lancôme Elite Rewards vouchers you have redeemed will no longer be valid and will be rendered null and void.

38. We may cancel or suspend the Lancôme Elite Rewards program or change these terms and conditions at any time. If we do, we may or may not notify you, depending on the change we make. An up-to-date copy of our terms can be found at www.lancome.com.au/loyalty

39. Where L'Oréal gives you notice by email, you agree that the notice is deemed to have been provided to you on the date of the email.

40. These terms and conditions do not limit your rights under the Australian Consumer Law. If you are a consumer under the Australian Consumer Law, our goods come with guarantees that cannot be excluded under law.

41. These terms and conditions are governed by the laws of the State of Victoria, Australia.