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  >  FAQ page
  >  FAQ page


How do I place an order?

Choose the desired quantity and the shade/size if applicable, then click on “Add to Cart” then proceed to “Checkout” upon placing order you will be invited to create an account. 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.

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

– Or, your order may not have been successfully submitted.

For further information, email us here [email protected]

A Lancôme Representative will be happy to assist you.


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.

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 “Enter Promo Code” on the Cart Page. Once the code is entered, the offer will be directly applied to the amount of your shopping bag.

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

They can go to log in page and check their orders

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

– Payment Method

– Billing Address

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 [email protected]

I have not received my order?

Contact us : email: [email protected]

What is the procedure for returns?

To initiate a return, or if you have questions regarding defective merchandize returns for products purchased online on, please contact our Customer Service team [email protected]

When will I get my refund?

Your refunds will be processed immediately after the returned product is inspected by our quality assurance team and confirmed that it complies with our returns policy.

This quality check takes up to 3 business days after the product is received at our warehouse.
Refunds by the Lancome online store to a payment service provider (for example your credit card provider) will take 7 business days after the returns and refunds are confirmed.
Before the refund process, customers must provide a Bank account with complete and valid data*
Please note that the time required by each payment service provider to make a refund may differ. If you have not received your refund within 21 business days, please contact our Customer Service team or send us an email at [email protected]
*Customers are responsible for providing complete and valid Bank account data. If there are errors, this process will be rejected and cause a late refund.

Can I exchange a product?

Unfortunately, we are unable to exchange products. This is due to the fact that our order processing commences as soon as your order is placed. If you wish to exchange a product, you will need to return your purchase for refund and place a new order.

What qualifies as a possible successful return?

Below are the qualifications for successful return:

1. The return process must be initiated within 14 days of order receipt, starting from the day of receipt of the ordered products.

2. Items should not be worn/used and should be in its original packaging. Clothing and foot-ware returns will only be accepted if the original label/hangtag has not been detached or removed.

3. Products have all parts of the original state, and re-packed with original bag/shoe box/packaging and outer box to keep the original packaging intact.

4. The original bag/box/packaging should be in good condition.

5. Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:

1. Obtained from a source other than

2. Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)

3. Damaged by misuse or activities other than the intended purpose (use of running shoes for court sports or hiking footwear as work boots, etc.)

4. It doesn’t repack using outer box/box and we find any damage on the original box/packaging/polybag/product.

What should I do if my product arrives damaged or defective, or isn’t what I ordered?

If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging, we also recommend you to call our online shop customer service team and let the representative know the details of your order. They are available Monday through Friday except public holiday, from 9am to 6pm. Our advisors are happy to assist you.

Will you refund my shipping / delivery costs if I return my order?

We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any). We may refund shipping costs only for some return cases, example – Lancome delivery wrong item, item damage due to production process.

What do I do if my question isn’t covered here?

If you cannot find the answer to your question here, we recommend you to call our online shop customer service team and let the advisor know the details of your order and / or about your open question. You can also send us an email with all the details. Our advisors are happy to assist you. e-mail : [email protected]

What methods of Payment do you accept?

We are currently only accept GO-PAY, Bank Transfer and Virtual Account payment from Bank Mandiri, Bank Permata and Bank Danamon.

Can I use a foreign credit card?

Currently foreign credit card method isn’t available in our website

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 payment method or confirm your details are correct by retrying your current card, please visit the Orders section in Your Account.

Or we suggest that you go back to Orders section and try with another payment method.

Can I send a gift to a different address?

You can find ideas for Lancôme gifts suitable for different occasions in our product selections.

You can select a different delivery address during checkout and complete with gift wrapping and a personal message.

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.

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.

Consumer Service
Please contact us for any questions you may have


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