Frequently asked questions
Answer to common questions
How do I gain access to the site?
New employees should wait to receive an email prompting them to sign up. This can take up to 8 weeks from joining the company as we need to attain details from HR before creating your account.
How many products can I buy?
To ensure that the sale of products is as fair as possible, there will be limitations on how many units you can purchase of each item as outlined in the Terms & Conditions. This limit will vary from product to product based on product availability and popularity and will be indicated when you add the relevant Product to your basket.
A purchase limit of £500.00 per order is in place. You can submit more than one order, but your annual spend limit cannot be exceeded.
Is it possible to modify or cancel my order?
Once an order has been confirmed it cannot be modified or cancelled.
How many times can I check out?
Please aim to limit the number of orders you submit in order to reduce the carbon impact of deliveries. This will also ensure speedy delivery of all of your products and to save you additional transport costs.
Do you send an invoice with the order?
No however this can be requested via the Contact Us form.
What happens if there’s a problem with the items I’ve ordered?
If there is a problem with your order please refer to the Staff Shop Terms & Conditions and/or contact us via the Contact Us form.
Why can I not purchase a product any longer on the staff shop?
We are constantly reviewing our product offering and with the move to a new home our catalogue has been updated. This has meant the removal of some products but the exciting addition of new products and a much wider product range.
Are credit card payments secure?
Yes. Payments are made via payment provider Adyen which is a fully encrypted payment gateway.
How can I pay for my order?
You can only pay for these items by using a debit or credit card. We accept Visa, Visa Debit, Diners, Maestro, MasterCard and American Express (AMEX) and Apple Pay can also be used.
When should I expect my account to be debited?
Payment will taken at the point the order is shipped, at which point a shipping confirmation email will be sent. Payment terms are in line with our standard Terms and Conditions of sale. At the time of ordering, a holding amount will be taken by your bank to ensure you have sufficient funds when we invoice your order. We will only invoice your order when we have picked your order and confirmed that we can fulfill every product on the order. In the event that an item is out of stock, we will only invoice for the products we are able to send to you.
My payment was refused, what should I do?
If your card payment is refused upon checkout, you will be redirected back to the payment page to re-enter your card details.
Please note that failed payment attempts may still show as a pending transaction by your bank or card provider and can take up to seven (7) days to show back on your account.
What types of delivery options are possible?
All deliveries will be delivered to either a home address via Evri (UK & NI) or DPD (ROI) or a pick up point (UK & NI only), these can be selected at checkout.
Please note, we are unable to offer next-day delivery service on any orders and L’Oréal will only ship inside the UK and Ireland.
Why isn’t pick up points available for ROI?
Unfortunately this isn’t a service currently available from the warehouse with the service provider in Ireland but this is something that is being investigated.
When should I expect to receive my order?
We endeavour to deliver all orders within 5 days of your order being placed. These lead times may be extended in periods of high volumes. Please wait at least 5 days before you contact Consumer Care.
Once your order has been picked, you will receive a confirmation email.
Our delivery providers Evri & DPD will update you on the progress of your order delivery by email.
How do I update my address?
It is not a requirement to save your address to your account. You can simply enter your address on the checkout page.
However, if you'd prefer to save your address for future orders please follow the below the steps:
- Log into the Staff Shop website.
- Navigate to 'My Account' section,
- Navigate to the section 'Address Book',
- Please add in a correct address for both shipping and billing - (subject to applicable shipping restrictions as defined in the Staff Shop Terms and Conditions of Sale),
Am I charged for delivery?
Delivery is free for all orders over £30/€30. There is a charge of £5.75/€5.75 for home deliveries and £3.75 to pick up points (UK & NI only) for orders under this value.
My parcel was damaged, and the products cannot be used. Will they be replaced?
It will not be possible to replace the items, so a refund will be given instead, allowing you to place a new order.
For any questions on your damaged order, please contact us via the Contact Us form and include your full name, relevant order reference or number, as well as the details of your damaged product(s).
What do I do if I am missing products?
For any questions on your missing products from your order, please contact us via the Contact Us form and include your full name, relevant order reference or number, as well as the details of the product(s) missing.
I have changed my mind. Can I return the products?
All refund claims must be made within fourteen (14) days of receiving the order.
Please contact us via the Contact Us form for assistance.
Can your delivery packaging be recycled?
We will use cardboard boxes and recyclable void fill to pack these goods.
Because of the fact the orders are often fragile, large, or heavy and shipped all over the UK and Ireland we need to use robust packaging to ensure the products arrive to customers in the best possible condition.
How long do you keep my personal information?
For individuals who sign up to the sale but do not purchase anything in the sale, your personal details will be deleted within one month.
For more information on how we use your personal data, please see our Privacy Policy here: https://privacy.loreal.com/UKI/.
Who do I speak to if I have any questions?
If you require any assistance regarding sign-up prior to the sale going live, please contact us via the Contact Us form.
For all enquires, including if you experience any problems with your order, please refer to the Friends & Family Sale Terms & Conditions and/or contact us via the Contact Us form.
If you have any questions or concerns about your personal data, please contact us at [email protected].
