How can we help you?

I NEED HELP WITH MY ORDER. WHOM CAN I CONTACT?

Our customer service team will be happy to assist you. Please e-mail us at [email protected]

HOW DO I PLACE AN ORDER?

Choose the desired quantity and the shade/size if applicable, then click on "Add to Cart". You will be invited to create an account, or, if you are an existing Lancôme customer, you may log in using your NRIC. Simply follow the screens through until you receive confirmation that the transaction has been accepted.

Product Out of stock:
Among the Lancôme products you can purchase online, a product may temporarily be unavailable. In this event, you may contact us to check on the next availability date.

HOW DO I KNOW IF MY ORDER HAS BEEN TAKEN INTO ACCOUNT?

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
  • - List of items ordered
  • - Total amount of the order

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 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 as spam
  • - Lancôme ([email protected]) has not added to your Address Book
  • - Or, your order may not have been successfully submitted.

For further information, email us here. Our customer service will revert to you as soon as possible.

HOW TO TRACK MY ORDER

When your order and payment is 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 tracking 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.

IS MY CREDIT CARD INFORMATION SAFE AT LANCÔME?

Lancôme will not store any credit card information in our servers. At Lancôme, we use systems set in place by banks that have the security protocols set in place to handle safe credit card transactions.

MY CREDIT CARD DETAILS ARE NOT BEING ACCEPTED. WHAT'S WRONG?

Please check with your bank or financial institution to rule out errors on their behalf. If problems continue to persist, please contact our customer service.

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 will need to contact your bank directly to solve these payment issues.

MY COMPUTER FROZE WHILE PROCESSING PAYMENT. HOW WILL I KNOW THAT MY PAYMENT WENT THROUGH SUCCESSFULLY?

All successful transactions will receive a confirmation email that contains an order status. If you have not received confirmation via email, please check the page of My Order to confirm on the status. Alternatively, please contact us to confirm the placement of your order.

WHAT IS THE MAXIMUM QUANTITY AND AMOUNT THAT I CAN ORDER?

The number of identical products is limited to 6 for the same order.
Lancôme is obliged to apply these limits for delivery and payment security reasons.

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We currently accept all major credit cards which include: Visa, MasterCard, debit cards with the Visa/MasterCard logo and internet banking of major banks in Malaysia.
Unfortunately, we do not accept personal checks, cash on delivery and money orders.

HOW CAN I CANCEL OR CHANGE MY ORDER?

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.

Your order, or part of your order, may have been cancelled by our system for a number of reasons:

  • - Item(s) not available
  • - Order exceeded maximum purchase limit
  • - Cannot ship to address provided, freight forwarders, or address outside of the Malaysia
  • - Difficulty in processing payment information - entered in a billing address or zip code that is not associated with credit card
  • - You have not responded to emails sent regarding the following: declined credit card; incorrect billing information; verification of billing/shipping address for priority ship order.

You will receive an email notification if your order is cancelled. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact [email protected]

I RECEIVED A DAMAGED/DEFECTIVE ITEM, WHAT SHOULD I DO?

To ensure the eligibility of the return, please wrap the product in its original packaging, complete with the accessories (if any) and purchase invoices.

Please email our Customer Service to process the return. Thereafter, to send your parcel to the following address:

A-10-06, Level 10, Office Tower, Tropicana Avenue, 47410 Petaling Jaya, Selangor.

Upon receipt of the package, please allow 1-2 business days for return processing, and 3 to 5 Business Days for refunds/exchange processes. The credit will be issued to the original payment method and you will be notified by e-mail. Please note that engraved/personalized items cannot be returned and are not eligible for refund.

If you have additional questions or concerns, please email us at [email protected] Our customer service representative will be happy to assist you.

WHERE CAN I VIEW MY ORDER HISTORY?

If you are a registered Lancôme member, you may consult your Order History by clicking here.

DISPLAY OF THE WEBSITE ON DIFFERENT BROWSERS
  • - Some parts of the website may not display correctly when using this website on mobile.
  • - Clear browser cache. There are different ways to clear cache on each browser, please ensure that you clear cache correctly on browser that you are using.
WHAT IS A PROMOTION CODE?

Promotion code is a set of code to redeem various special promotions from Lancôme.com.my including free shipping, discounts, or special gifts.

HOW CAN I GET A PROMOTION CODE?

You can subscribe to our newsletter to receive news on special privileges via e-mail.

*please note that you may apply 1 promotion code per transaction only.

HOW DO I USE A PROMOTION CODE?

If you have a Lancôme promotion code, you can let us know at check-out before confirming your order in the input field "Promo Code".
Once the code is entered, the offer will be directly applied to your shopping cart.

HOW DO I FIND MY USERNAME / PASSWORD?

If you forget your password, go to the "Sign in" and click on "Forgotten password?"
A link to change your password will be sent to your e-mail.

WHY SHOULD I CREATE AN ACCOUNT?

To enable us to process your order, we need some information about you: shipping addresses, billing address, e-mail address, etc.

The creation of this account will also allow you to benefit fully from services offered by Lancôme: parcel tracking, creating a list of your own personal favorite products, viewing past orders, etc. To receive any news from Lancôme, you must tick the box when registering saying that you wish to be contacted by email with future Lancôme product news and offers.

All your account information at Lancôme will only be used as part of your relationship with Lancôme. This information can be changed by you at any time by managing your account online. It can also be completely removed from our database upon request.

HOW TO UPDATE MY PERSONAL INFORMATION?

The personal information gathered when you create a secure account with Lancôme can be changed by you at any time by managing your account online. Simply log into your account and change the necessary details.

WHERE CAN I FIND LANCOME PRODUCTS?

Lancôme products can be bought online or found in departmental stores & Sephora across the country. Visit the Store Locator to consult a full list of retailers in your area.

HOW CAN I OBTAIN ADVICE ABOUT LANCÔME PRODUCTS?

You can visit the "Products" section, or contact Lancôme customer services at [email protected] with your questions.

HOW CAN I BE INFORMED ABOUT LANCÔME NEWS?

To receive the Lancôme newsletter, fill in your email address at the bottom left subscription box of lancome.com.my.

By becoming a fan of our Facebook page, you can also keep up with the latest news and enjoy special offers.

CAN I PURCHASE A PRODUCT THAT IS NO LONGER AVAILABLE IN SHOPS?

We know that your Lancôme products are special to you and have been favourites for a long time. As Lancôme is constantly looking to offer you innovative products, changes must sometimes be made to these cherished products so that they can be replaced with better, more effective formulas.
This means that on occasion, products you love may no longer be available in physical stores. As a general rule, these products will also no longer available for online purchase.

CAN YOU SEND SAMPLES OF YOUR PRODUCTS?

We are sorry, we do not offer samples without placing an order. You may wish to set up an account with us. The benefits of creating an account are:

  • - Samples on every order
  • - When signed up for emails you receive news on new products and offers
  • - Order History information
  • - Save products to your Wishlist

To become a member, click here, then select Create an Account or log in using the one of the listed social networks. Additionally, if you are interested in trying our Lancôme cosmetics and skincare products, please visit one of our counters. A Lancôme Beauty Advisor will be happy to help you choose products for your skin type, and introduce you to cosmetics to help you achieve the look you like. Each counter has testers so that you have the opportunity to try each product before you make a purchase.
To locate the nearest Lancôme counter, please visit our Store Locator section by clicking here

HAZARDOUS MATERIALS & SHIPPING RESTRICTIONS

Certain items considered Hazardous Materials include aerosols and alcohol-based products and are required to be shipped by Ground-only transport, due to air transport restrictions and regulations. Thus we regret to inform that these items are not made available to be shipped to East Malaysia.

I HAVE NOT RECEIVED MY ORDER

Most parcels arrive on time. Occasionally though, the tracking may show as "delivered" when you have not received your parcel.
If the tracking for your parcel shows as delivered but you haven't received it, you should:

  • - Check if someone else at your address has accepted it.
  • - Check if an attempted delivery notice has been left in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel.
  • - Use the delivery confirmation and tracking number sent by email to contact the carrier.
    You can also contact our Customer Service to obtain confirmation of shipping.
GIFT WITH PURCHASE RETURNS

If you received FREE travel size gifts or samples with your purchase, you do not need to include it with your return shipment in order to be refunded in the original form of payment. Those are yours to keep and enjoy!