1. All orders received are subject to bank authorization prior to processing. Only authorized orders will be processed.
2. Orders are processed for delivery on business days only (Monday to Friday, excluding Public Holidays). We use GD Express as our standard delivery courier. Delivery usually takes between 3 to 7 business days for West Malaysia and 4 to 9 business days for East Malaysia.
3. 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.
4. We only deliver to addresses in Malaysia. We do not deliver to PO Box addresses or ship internationally.
5. 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.
6. 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.
• PROOF OF DELIVERY
1. 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.
1. Orders placed and received on business days (Monday to Friday, excluding public holidays) are processed on the same day in the order in which they are received. Orders placed after 4.00AM would be considered as next day purchase for courier purposes. Orders placed and received on weekends (Saturday or Sunday) will be processed the next business day (Monday excluding public holidays).
2. Lancôme Malaysia will send you a confirmation email for your order after your payment is verified and authorized by the Bank and we have accepted your order. The confirmation email will contain your order details including customer details, product description and delivery address. If you do not receive the order confirmation email within 3 business days, please check your order summary in "My Account" or your email junk folder. Alternatively, you may also contact our Customer Service team at [email protected]
3. Online promotions are only applicable for online purchases. Promotions and gifts may vary from in-store promotions.
4. You may only purchase our products from and enter into transactions on our Website if you are 18 years old and above.
• REPORT ORDER PROBLEM
1. If you find that the items you have ordered are damaged upon delivery, please report to [email protected] within 2 days from the date you receive the product with supporting evidence and receipt number. Any reimbursement is subject to our discretion.
2. If in the event that any product is missing from your order, please report to our Customer Service team at [email protected] within 2 days from the date you receive the product and we will attend to your report.
3. While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
• OUT OF STOCK ITEMS
1. We strive to deliver your order within the delivery time stipulated. However please note that in the event of stock unavailability of items ordered, we may need to source from other stock locations. We will inform you within 2-3 business days and we seek your kind understanding in the delay of the shipment pertaining to stock availability. We do not accept back orders.
2. If you have any questions on items that are not available online, please contact our Customer Service team at [email protected]
• RETURN POLICY
1. Products sold on Lancome.com.my are not returnable or refundable.
2. 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 14 business days from delivery and obtain a refund of the price paid.
3. To initiate the return and refund process, you must inform us at [email protected] within 7 business days from delivery with supporting evidence (picture of your item and its condition) and order number.
4. You may return the product(s) via two methods:
• Collection by appointed shipping company:
• Customer Service will make an appointment with you to pick up the product(s). The appointed shipping company will collect the product(s) from you at the arranged time.
• Self-arranged delivery. You may deliver the product(s) via PosLaju, GDex or DHL to the following address: A-10-06, Level 10, Office Tower, Tropicana Avenue, 47410 Petaling Jaya, Selangor, TEL: 03-7890 1118.
5. You will have to bear the delivery costs incurred during the return process, and we will refund a maximum of RM10.00 for the delivery cost to your bank account, provided the original delivery receipt is emailed to Customer Service. Please allow 14 business days for this process to be completed.
6. 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 credit card or bank account within 30 business days.
7. 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.
8. 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.
9. Lancôme reserves the right of final decision if the product(s) returned is in unsatisfactory condition, or the above terms are not met.
10. If you have any questions on our return policy, please contact our Customer Service team at [email protected] and it would be our pleasure to assist you.
11. Please provide your details, receipt number and reason for any returns.
• ENGRAVING POLICY
1. Lancôme's exclusive engraving service is currently available for selected items onlancome.com.my with the badge “Engrave Me” on the product visual.
2. Lancôme reserve the rights to remove any product of the engraving service at all time and to cancel an engraved order at all times. Check back regularly as more of your Lancôme favourites will become available to engrave!
3. Orders for engraved items will require 1 to 15 days of additional processing before being shipped.
4. Engraving is currently a complimentary service selected products purchased onLancome.com.my. There is no additional cost at this time.
5. Engraved products cannot be returned or exchanged unless due to product defect.
6. Engraved text is only limited to 15 characters, including spaces. Only the following characters are allowed: letters A-Z, numbers 0-9 and [email protected]#:;<>()$*&
1. Product prices listed on Lancôme Malaysia website are subject to change without advanced notice.
• CANCELLATION OF ORDER
1. We regret to inform that orders cannot be cancelled once placed. Kindly ensure you have checked and validated all details and information before you proceed with payment.