Shipping and Returns
DELIVERY & RATES
- All orders received are subject to bank authorization prior to processing. Only authorized orders will be processed.
- Orders are processed for delivery on business days only (Monday to Friday, excluding Public Holidays). We use NinjaVan for Klang Valley, GD Express for outstation as our standard delivery courier. Delivery usually takes between 3 to 7 business days for West Malaysia and 10 to 14 business days for East Malaysia.
- Our standard delivery charges per order are as follows:
- For West Malaysia, delivery charge is RM12.00.
- For East Malaysia, shipping charge is RM20.00.
- Orders of RM250.00 and above (after deducting cash or discount voucher if applicable) are entitled to delivery free of charge within Malaysia.
- We only deliver to addresses in Malaysia. We do not deliver to PO Box addresses or ship internationally.
- We understand that getting your purchased orders quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. To ensure prompt delivery, kindly ensure that you provide us with an accurate delivery address, contact details including telephone number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner.
- In the event that we fail to deliver to you at the delivery address provided by you, we will make a subsequent (2nd) attempt at the specified delivery address. You will receive a “Sorry Card” at the 2nd attempt and if our designated courier provider does not receive any feedback from you, we regret to inform you that your package will be returned to Lancôme Malaysia.
- For more inquiries regarding your orders, please contact enquiries@lancome.com.my
PROOF OF DELIVERY
- Our courier service may request for a signature from the intended recipient of the items purchased. In circumstances where our courier service fails to deliver to the intended recipient, it may deliver the order to the reception of the recipient's address and obtain a signature from the receptionist as a proof of delivery.
RETURN POLICY
- Products sold on Lancome.com.my are not returnable or refundable.
- In the event you receive a damaged/defective item, you may return the product(s) in its original condition together with its original receipt within 7 business days from delivery and obtain a refund of the price paid.
- To initiate the return and refund process, you must inform us at customerservice.my@loreal.com within 7 business days from delivery with supporting evidence (picture of your item and its condition) and order number. Alternatively, you may also call our hotline at 1300222232.
- You may return the product(s) via arranged pick up at your doorstep by our courier provider: Kindly email customerservice.my@loreal.com to start the process. If a specific Pick Up address & Preferred Pick up Date is not provided, by default your original shipping address will be used. You will be contacted by the courier provider before pick up, please ensure that the parcel is ready.
- Walk in returns are not accepted at any of our stores or counters.
- Upon receipt of the product(s) in its original condition and the proof of original receipt, and if you are entitled to a refund, we will process the calculated refund to you via your original mode of payment within 30 business days.
- Reflection of the amount refunded in the customer’s original mode of payment is subject to the customer’s bank approval process.
- Only products purchased on Lancôme Malaysia Online may be returned for refund. Products purchased at lancome.com.my are not accepted for refund at Lancôme counters, freestanding stores or Sephora stores.
- If you buy Lancôme product(s) from unauthorized retailers, websites or other unauthorized sources, we regret that we cannot offer you our refund or otherwise assist you with any problems that you may encounter.
- Lancôme reserves the right of final decision if the product(s) returned is in unsatisfactory condition, or the above terms are not met.
- If you have any questions on our return policy, please contact our Customer Service team at customerservice.my@loreal.com and it would be our pleasure to assist you. Please provide your details, receipt number and reason for any returns within 7 business days from delivery date.
