Shipping and Returns
What types of delivery options are possible?
We only offer home delivery for this sale. Our mail service provider is DPD.
When should I expect to receive my order?
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).
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 customer-service-contact-us form.
Where can I get my order delivered to?
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 inside the UK and Ireland.
You should not use the L’Oréal office location for these deliveries if you are a L’Oréal employee or eligible contractor.
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 events please follow the below the steps:
- 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),
- Navigate to the section 'Address Book',
- Navigate to 'My Account' section,
- Log into the Friends and Family sale website.
Am I charged for delivery?
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 / EUR will be eligible for free shipping which will be automatically applied at checkout.
My parcel was damaged, and the products cannot be used. Will they be replaced?
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 customer-service-contact-us form 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.
What do I do if I am missing products?
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 missing products from your order, please contact us via the customer-service-contact-us form and include your full name, relevant order reference or number, as well as the details of the product(s) missing.
How do I return products?
Due to the nature of the sale, 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 return claims must be made within fourteen (14) days of receiving the order.
To initiate a return, please contact us via the customer-service-contact-us form with your order number, products to return and reason for return.
Once your return is authorised, you will have to cover the shipping costs associated with the return of the goods. Our customer care team will provide you with the return instructions.
Can your delivery packaging be recycled?
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.
We will use cardboard boxes and recyclable void fill to pack these goods.
