Shipping and Returns
What types of delivery options are possible?
Beauty Advisors, Field Based employees and Retirees orders are delivered to home addresses through our mail service provider DPD.
All other employees who are based in an Office have their orders dispatched to their place of work.
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.
When should I expect to receive my order?
We will endeavour to deliver orders as soon as possible. At times we experience a high volume of orders in a short time period. Our operations teams will work to process them as quickly as possible.
Once your order has been picked, you will receive a confirmation email.
Please allow five (5) days from your order date before contacting us about your order.
For employees eligible for home delivery, our mail service provider DPD will update you on the progress of your order delivery by email & SMS (text).
For employees eligible for office delivery, your orders will be available for collection the next working day after you receive your confirmation email.
I live in Ireland. Will I have to pay customs charges?
No, any customs charges will be borne by L’Oréal. Should you experience any issues please contact us via the Contact Us form.
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 Friends and Family sale 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?
Employees eligible for Office delivery are supplied with no delivery charge.
All home deliveries have a flat rate charge of £5.75 / Є6.73 will be added to your basket at the end of the transaction.
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.
You will have to cover the shipping costs associated with the return of these goods.
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.
