How can we help you?

Customer service FAQ

How do I place an order?

Choose the desired quantity and the shade/size if applicable, then click on "Add to Shopping Bag". You will be invited to create an account or check out as a guest. Simply follows the screens through until you receive confirmation that the transaction has been accepted.

Product unavailable:
Among the Lancôme products you can purchase online, a product may temporarily be unavailable. In this event, you can click on 'Notify me' and leave your email address to be notified as soon as the product is back in stock.

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What is the maximum quantity and amount that I can order?

The number of identical articles is limited to 5 for the same order.
Lancôme is obliged to apply these limits for delivery and payment security reasons.

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What methods of payment do you accept?

We currently accept all major credit cards which include: Visa, MasterCard, American Express, Discover, or debit cards with the Visa/MasterCard logo.
Unfortunately, we do not accept personal checks and money orders.

We do accept credit cards from Brazil, Canada, Germany, and the United Kingdom as long as the order is shipping to a destination with in the United States.

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Can I use a foreign credit card?

Consumers using foreign credit cards issued in China, Brazil, Canada, Germany, UK or US can place orders on this website provided that the Ship-To Address is in the United States. We do not accept credit cards issued from other countries.

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Can I send a gift to a different address?

You can find ideas for Lancôme gifts suitable for different occasions and recipients in the "Gift ideas" section of the site.
You can select a different delivery address during checkout and complete with gift wrapping and a personal message.

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I haven't received an order confirmation

This could be for 2 reasons:
- Either your spam filters are too high, which means that our emails have been blocked a spam
- Lancôme (shop@support.lancome.com) has not added to your Address Book
- Or, your order may not have been successfully submitted.

For further information, email us here, under "Question" choose Online Orders. Or, call us toll-free at 1-800-526-2663. A Lancôme Representative will be happy to assist you.

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How can I cancel or change my order?

Orders submitted on our website process and ship very quickly. Regrettably, we cannot cancel or modify orders. We are sorry for any inconvenience this may cause.
After processing, you should expect your order to be delivered by UPS in approximately 3-5 business day, unless an expedited method of shipping was requested.

To receive a full refund to your original form of payment, please review our RETURN POLICY to properly prepare your return order, and return the products to us at the following address:

Lancôme Returns
8655 Commerce Drive, Suite 104
Southaven, MS 38671

Upon receipt of the package, please allow 1-2 business days for return processing, and 3 to 5 days Business Days to post onto your account. The credit will be issued to the original payment method and you will be notified by e-mail. Please note that engraved items cannot be returned and are not eligible for refund.

If you have additional questions or concerns, please call us toll-free at (800-526-2663) 8AM – 12 Midnight EST, Monday – Friday; 10AM – 7PM EST Saturday and Sunday. A Lancôme representative will be happy to assist you.

Your order, or part of your order, may have been cancelled by our system for a number of reasons:

• Item(s) not available
• Order exceeded maximum purchase limit
• Cannot ship to address provided, freight forwarders, or address outside of the United States
• Difficulty in processing payment information - entered in a billing address or zip code that is not associated with credit card
• You have not responded to emails sent regarding the following: declined credit card; incorrect billing information; verification of billing/shipping address for priority ship order.

You will receive an email notification if your order is cancelled. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact lancome-usa.com at (1-888-525-2747) or via email.

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Where can I view my order history?

If you are a registered Lancôme member, you may consult your Order History by clicking here.

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My payment has been rejected

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.

If you want to try again with a different card or confirm your details are correct by retrying your current card, please visit the Orders section in Your Account.


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Why is my credit card not going through?

These are the top reasons why a credit card does not go through:

1. You are using an International credit card that is not issued in one of the following countries: CHINA, BRAZIL, CANADA, GERMANY, UK, or US. We are sorry, at this time we are unable to accept International credit cards from countries not listed above.
2. You are trying to ship to an address outside of the United States. lancome-usa.com unfortunately does not ship internationally at this time. We apologize for this inconvenience.
3. You have entered in the wrong address, wrong zip code, or an address that is not associated with the credit card you are trying to use. You may have misspelled your address or put your address information on the incorrect line. Please check your information to make sure it is 100% accurate.
4. You have entered in your credit card information incorrectly. Please double check the information.


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How to track my order

When your order and payment are validated, Lancôme sends an initial e-mail to confirm your order.

Then, once your order has been prepared and dispatched, you will also receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a parcel number.
By clicking on the link to the website in this e-mail, and entering the parcel number, you will be able to track your parcel.

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How do I use a promotional code?

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.

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How do I know if my order has been taken into account?

Once your order has been confirmed, you will be sent an order summary by e-mail. This contains the following information:
- Order number
- Order date
- Delivery and invoicing details
- List of items ordered
- Total amount of the order

If you do not receive this confirmation e-mail, (and you've checked your spam), it may be that your order has not been acknowledged.
To check your order status, please contact us : by e-mail or phone 1-800-526-2663.

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How do I find my username / password?

If you forget your password, go to the "Sign in" and click on "Forgotten password?“
A link to change your password will be sent to your e-mail.

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Why should I create an account?

To enable us to process your order, we need some information about you: shipping addresses, billing address, e-mail address, etc.

The creation of this account will also allow you to benefit fully from services offered by Lancôme: parcel tracking, creating a list of your own personal favourite products, viewing past orders, etc. To receive any news from Lancôme, you must tick the box when registering saying that you wish to be contacted by email with future Lancôme product news and offers.

All your account information at Lancôme will only be used as part of your relationship with Lancôme. This information can be changed by you at any time by managing your account online. It can also be completely removed from our database upon request.

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How to update my personal information?

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.

Where can I find Lancome products?

Lancôme products can be bought online or found in luxury retail locations across the country. Visit the Store Locator to consult a full list of retailers in your area.

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How can I obtain advice about Lancôme products?

You can visit the "Products" section, or contact Lancôme customer services with your questions by e-mail or by calling 1-800-526-2663

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How can I be informed about Lancôme news?

To receive the Lancôme newsletter, simply click on the ‘Newsletter’ icon at the top of every page. Then fill in your email address, tick the box to accept to receive Lancôme emails and click “Register”.
You can also do so whilst creating your own account and check "yes" to the question "Would you like to sign up for our newsletter and be notified of our exclusive offers?". Click "OK" so that your choice is registered.

By becoming a fan of our Facebook page, you can also keep up with the latest news and enjoy special offers.

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Can I purchase a product that is no longer available in shops?

We know that your Lancôme products are special to you and have been favourites for a long time. As Lancôme is constantly looking to offer you innovative products, changes must sometimes be made to these cherished products so that they can be replaced with better, more effective formulas.
This means that on occasion, products you love may no longer be available from perfumeries. As a general rule, these products will also no longer available for purchase online.

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Can you send samples of your products?

We are sorry, we do not offer samples without placing an order. You may wish to set up an account with us. The benefits of creating an account are:
• Choice of a sample with every order
• When signed up for emails you receive news on new products as well as deluxe sample offers
• Order History information
• Save products to your Wishlist

To become a member, click here, then select Create an Account or log in using the one of the listed social networks.
Additionally, if you are interested in trying our Lancôme cosmetics and skincare products, please visit one of our counters. A Lancôme Beauty Advisor will be happy to help you choose products for your skin type, and introduce you to cosmetics to help you achieve the look you like. Each counter has testers so that you have the opportunity to try each product before you make a purchase.
To locate the nearest Lancôme counter, please visit our Store Locator section by clicking here.

What types of delivery are offered?

 

SHIPPING DESTINATIONS

 

Lancome.com ships via UPS and Smartpost  to US addresses only. UPS shipping is not available for orders being shipped to APO/FPO and P.O. Box addresses.

 

DELIVERY OPTION DELIVERY COST CARRIER DELIVERY TIME
UPS Ground* $7.00 (Free with any $49 Order) 3 - 5 business days
UPS 3rd Day Air $10.00 3 business days
UPS 2nd Day Air $15.00 2 business days
UPS Overnight $20.00 1 business day

 

*All APO, FPO and PO Box orders have a $7.00 delivery cost (Free with any $49 Order) and will be shipped via Smartpost. P.O. Box delivery time is 3-8 days and APO/FPO delivery time is 4-6 weeks.

 

BUSINESS DAYS:

Monday - Friday, excluding federal holidays within the United States. Orders must be placed by 2PM Eastern Standard Time (EST) to be processed on the same business day. Our orders are shipped and delivered on business days (Monday through Friday, excluding major holidays).Our standard shipping carrier is UPS and we kindly ask that you anticipate 3-5 business days for standard shipping. Standard Shipping Charges apply. Orders to Alaska, Hawaii, Puerto Rico and US Virgin Islands take 6 to 8 business days. Please select the shipping option that best suits your delivery needs during "Checkout." We do not ship outside the U.S.at this time. APO orders will be shipped via Smartpost please anticipate a 4 to 6 week delivery. Standard shipping charges apply.

 

Foundation Free Returns

Any order placed on or after May 10, 2012 which contains a foundation receives free returns. Please use the return label provided in your shipment to return your foundation item.

 

Hazardous Materials & Shipping Restrictions

Certain items considered Hazardous Materials (HAZMAT) include aerosols and alcohol-based products and are required by the U.S. DOT to be shipped by Ground-only transport, due to air transport restrictions and regulations. For these shipments we offer UPS at $7.00.

Our express shipping carrier is UPS. UPS does not deliver on Saturday or Sunday nor do they deliver to Post Office boxes. APO and PO Box orders will be shipped via Smartpost. Standard shipping to Alaska, Hawaii, U.S. Territories and APO/FPO addresses takes 4–6 weeks. Standard shipping charges will apply.

We do not ship outside the U.S. at this time.

 

Tracking Your Order

Please call our toll-free Customer Service number 1-800-LANCOME if you need assistance tracking your order. If you are a registered member of My Lancôme, you may check on the status of an order by signing in and visiting your Order History found in My Lancôme.

For additional help call our toll-free Customer Service number: 1-800-LANCOME, option 1.

Our customer service representatives are available to help you 7 Days a week, 8AM - 12AM Midnight EST.

 

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How to deliver to another location?

On the Identification/Shipping page, tick Delivery "to a different address" from the billing address and enter the required shipping address in the appropriate fields.

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What are the destinations covered for delivery?

Lancome.com ships via UPS and Smartpost to US addresses only. UPS shipping is not available for orders being shipped to APO/FPO and P.O. Box addresses.

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I have not received my order

Most parcels arrive on time. Occasionally though, the tracking may show as "delivered" when you don't have your parcel.
If the tracking for your parcel shows it as delivered but you haven't received it, you should:
- Check if someone else at your address has accepted it.
- Check if an attempted delivery notice has been left in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel.
- Use the delivery confirmation and tracking number sent by email to contact the carrier.
You can also contact our Customer Services to obtain confirmation of shipping.

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What is the procedure for returns?

Items purchased from lancome.com, must be returned to lancome.com. Simply complete the Return Form attached to the bottom of your invoice with the information requested. Pack the item(s) to be returned, along with the Return Form, in the original package if possible. Peel off the Return Label and adhere it to the return package. Returned packages must be returned prepaid, to the address on the return label. For additional help call our toll-free Customer Service number: 1-800-LANCOME (1-800-526-2663), option 1. Our customer service representatives are available to help you 8:00 AM - 12:00 AM Midnight EST, Monday - Friday and 10:00 AM - 7:00 PM Saturday and Sunday.

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Missing/ damage products in my order

If the product(s) received do not comply with your order or if the content of the parcel has been damaged, please return the product(s) in their original form and packaging, complete and accompanied by the returns note. With the exception of non-compliant Products, the cost of returning Product(s) shall be paid by the Purchaser.
It is impossible to exchange or obtain reimbursement via this website for products purchased at a store.

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