FAQs

Each year L’Oréal holds a L'Oréal for the Future Friends and Family online Sale (the ‘Sale’) from which L’Oréal employees may purchase a limited range of L’Oréal products at a discounted price. Employees may additionally invite up to forty (40) friends or family members to the Sale. All friends and family members must be based in the United Kingdom or Ireland.

All L'Oréal employees based in the UK and Ireland are eligible for the Sale. In addition, eligible L’Oréal contractors (as defined below) will be able to access the Sale on a one ticket only basis. L’Oréal contractors are those who are paid directly by L’Oréal and have been engaged by L’Oréal for twelve (12) months or more.

The Sale will begin for everyone at 10:00am on Tuesday 4th November 2025 and will end at 11:59pm on Thursday 6th November 2025..

This Sale is hosted online at https://friendsandfamily.loreal.co.uk and https://friendsandfamily.loreal.ie.

Product availability is limited and will be based on a first come, first serve basis. We cannot make any representations that stock that is available at the time you visit the Sale will be available in the future if you delay the timing of your purchase.

Your basket will be reserved for 15 minutes. You will see a live 15-minute countdown timer at the top of the Sale site, showing you how long your basket is reserved for. Each time you edit your basket, the timer will reset back to 15 minutes. Once the full 15 minutes is up, any products you added in your basket will no longer be reserved.

This Sale includes a selection of brands and products from all L'Oréal divisions. There are a limited number of available products per range. Owing to space constraints in our warehouse and the popularity of different product lines, not all shade ranges are available in the Sale, but we will make every effort to ensure as full a range as possible is available for purchase.

Please accept our apologies if your preferred shade is not available. All products are subject to availability, and we cannot guarantee all advertised brands or products will be available for the duration of the Sale.

Process for signing up to the Sale:

• All invited friends and family must sign up in advance using the URL link provided to you by the L'Oréal employee who invited you. You must then enter the L'Oréal employee's email in order to register your account.
• It is up to the employee to share the URL link and their email responsibly. It must not be shared or sold to third parties.

Friends and family can sign up to the Sale at any time between now and until the Sale ends at 11:59pm on Thursday 6th November 2025.

Unfortunately access to the Sale is limited to forty (40) friends or family per employee.

Unfortunately, they must remain unused. The personal allowance cannot be transferred to another employee.

If you are a L’Oréal employee or an eligible L’Oréal contractor, you can access the Sale Tuesday 4th November 2025 at 10:00am.

If you are a L’Oréal employee, or an eligible L’Oréal contractor with access to Staff Shop, you can access the L’Oréal For the Future Friends & Family platform by logging in with your staff shop email and password credentials. If you have forgotten your staff shop password, please select the “forgot your password?” link to reset your password.

If you are an invited friend or family member you can access the Sale from Tuesday 4th November 2025 provided that you have signed up for the Sale in advance.

If you are an invited friend or family member you will set up your own password when you sign up for the Sale in advance. We advise everyone who wishes to gain access to the Sale registers / logins to avoid any delays with accessing the site on the morning of the Sale.

Access to the website to check your log credentials will be possible, however you will only be able to see our products and begin shopping from Tuesday 4th November 2025 at 10:00.

You will be required to set a password to access the Sale.

The Sale will end on Thursday 6th November 2025, 23:59 subject to stock availability.

If you require any assistance regarding sign-up prior to the Sale going live, please contact us via contact us form.

Delivery addresses can be entered during checkout when completing your order.

If you would prefer to save your delivery address in advance of the Sale, you can save your address in the Account section of the website.

Note that some employees may currently have their delivery address set to their L’Oréal office location which is not permitted for the purposes of this Sale.

If you require any assistance regarding sign-up prior to the Sale going live, please contact us via the Contact Us page.

Yes. You can change your password using the ‘Forgot Your Password?’ link on the login page.

All invited friends and family will need to ‘set’ a password on the first use of the site on the registration page.

If you choose to change your password again, please follow the following instructions:

1. Navigate to "Account"

2. Navigate to "Account settings"

3. Click "Change Password"

If you require any assistance regarding sign-up prior to the Sale going live, please contact us via the Contact Us page.

To ensure that the Sale is as fair as is possible, there will be limitations on how many units you can purchase of each item.

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 £1,000.00/€1,170.00 per individual will be in place for the duration of the Sale. You can submit more than one order, up to a maximum of five, but the limit of £1,000.00/€1,170 cannot be exceeded.

Once an order has been confirmed it cannot be modified or cancelled.

You can check out multiple times up to a maximum of five (5) orders, as long as you are not exceeding the maximum total purchase limit of £1,000.00/€1,170.00 per person.

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.

You can check out multiple times up to a maximum of five (5) orders, as long as you are not exceeding the maximum total purchase limit of £1,000.00/€1,170.00 per person.

Yes. Once the order has been shipped, you will receive an invoice via email.

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 Friends and Family Sale Terms & Conditions and/or contact us via the Contact Us page form.

If there is a problem with your order please refer to the Friends and Family Sale Terms & Conditions and/or contact us via the Contact Us page form.

Your entire basket is reserved for a total of 15 minutes. You will see a live 15-minute countdown timer at the top of the Sale site, showing you how long you have left. Each time you edit your basket, either by adding or removing products, the time will reset back to 15 minutes. Once the 15 minutes are up, your chosen products are no longer reserved and will be fully removed from your basket.

Yes. Payments are made via payment provider Adyen which is a fully encrypted payment gateway.

You can make payment using a debit or credit card. We accept Visa, Visa Debit, Maestro, MasterCard and American Express (AMEX).

We will take full payment at the point of order. In instances where we are unable to fulfil the full order, your shipment confirmation email will confirm these items and we will proactively refund you the amount for the missing items.

If your card payment is refused upon checkout, you will be re-directed 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.

We only offer home delivery for this Sale. Our mail service provider is DPD.

We will endeavour to deliver orders as soon as possible. Our events generate 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 fourteen (14) days from your order date before contacting us about your order.

Our mail service provider DPD will update you on the progress of your order delivery by SMS (text).

No, any customs charges will be borne by L’Oréal. Should you experience any issues please contact us via the Contact Us page.

All orders are shipped to the delivery address which you entered when you signed up for the Sale. Please note, L’Oréal will only ship to the UK and Ireland.

You should not use the L’Oréal London office location for these deliveries if you are a L’Oréal employee or eligible contractor.

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 events please follow the below steps:

1. Please add in a correct address for both shipping and billing - (subject to applicable shipping restrictions as defined in the Friends and Family Terms and Conditions of Sale),

2. Navigate to the section 'Address Book',

3. Navigate to 'My Account' section,

4. Log into the Friends and Family Sale website.

Yes. A flat rate charge of 5.75 GBP/ 6.67 EUR will be added to your basket at the end of the transaction.

Orders over the cost of 100.00 GBP/117.00 EUR will be eligible for free shipping which will be automatically applied at checkout.

It will not be possible to replace the items due to limited stock availability, so a refund will be given instead.

For any questions on your damaged order, please contact us via the Contact Us page and include your full name, relevant order reference or number, as well as the details of your damaged product(s).

It will not be possible to replace the items due to limited stock availability, so a refund will be given instead.

We would recommend you checking your shipment confirmation email to confirm all the items were able to be shipped to you. Any items we were unable to ship would be listed here and you will be refunded accordingly.

If after checking you still believe you're missing products from your order, please contact us via the Contact Us page and include your full name, relevant order reference or number, as well as the details of the product(s) missing.

It will not be possible to offer an exchange of the items due to limited stock availability, so a refund will be given instead. All claims must be raised within fourteen (14) days of receiving the order. Outbound shipping costs will not be refunded, and you will have to cover the return shipping costs.

Please send a message on the Contact Us form and include your order number, the specific product EANs and qty you wish to return.

As some products are 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.

We will use cardboard boxes and recyclable void fill to pack each order.

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 individuals who purchase products in the Sale, your personal details will be kept for longer as necessary to fulfil our legal obligations and where it is in our legitimate business interests to do so.

For more information on how we use your personal data, please see our Privacy Policy here.

If you require any assistance regarding sign-up prior to the Sale going live, please contact us via the Customer Service 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 Customer Service contact us form.

If you have any questions or concerns about your personal data, please contact us at [email protected].