01. How to place my first order ?
02. How do I use my promotional code?
03. I forgot to add my promotional code to my order.
04. How do I redeem my Welcome offer?
05. Why is my promotional code not working?
06. Which payment options do you accept ?
07. How secure is my transaction ?
08. Can I change or cancel my order ?
09. How can I make a gift ?
10. How can I add a gift wrapping ?
11. May I add a gift message to my order?
12. How to hide prices on my invoice?
13. Can I order by telephone?
14. How do I choose delivery in a store?
15. What does order status mean?
16. Can I save items in my basket and return to them later?
17. How will I know if you have successfully received my order?

01. How to place my first order ?

1. To place an order, you must create an online account.

 

- Click on "MY ACCOUNT"
- Click on "REGISTER NOW" and enter your personal information, then click "SUBMIT"

 

2. Select the desired product.  Specify the quantity desired and click on "ADD TO BAG" The selected product will be automatically added to your basket.

 

3. Once your products have been chosen, click on "Go to checkout", then proceed through the order process:

> SHOPPING BAG

You have access to a summary of your order.

 

Click "CONTINUE TO CHECKOUT"

> GIFT WRAPPING & COMPLIMENTARY SAMPLES

In this section, you can select:
- Two complimentary samples
- Complimentary gift wrapping
- Gift receipt
- Compose a personalised gift message

 

Click "CONTINUE TO CHECKOUT"

> BILLING & DELIVERY

 

-  If your billing address is different from your delivery address; tick "I want to change my billing address and fill up the fields.
- Choose the delivery method.
- You can leave a delivery instruction in case you may not be at home at the time of the delivery

 

Click "CONTINUE TO CHECKOUT"

> PAYMENT
 
Choose the desired payment method and click "CONTINUE TO PAYMENT".

 

02. How do I use my promotional code?

1. Go to "Go to checkout"

2. Enter your promotional code in the box located below your basket

3. You must click "CLICK HERE TO REDEEM OFFER" to activate this code

4. Check that the promotion has been properly applied to your basket.

If you get an error message, go to the question:  My promotional code is wrong!

You can redeem only one promotion per transaction; while stocks last, and cannot be combined with other promotions or discounts.

If you would like to receive our exclusive offers, register for our newsletter.

 

03. I forgot to add my promotional code to my order.

In order to provide our customers with the shortest possible delivery time frames, please contact our Customer Service as soon as possibly by email or by phone on +48 698 129 758, from Monday to Friday, 10am to 6pm.

 

04. How do I redeem my Welcome offer?

For your first order, L’Occitane is happy to offer you the delivery cost.

To redeem the offer, we invite you to:

1. Go to "Go to checkout"

2. Enter the promotional code WELCOME in the box located below your basket

3. You must click "CLICK HERE TO REDEEM OFFER" to activate this code.

 

05. Why is my promotional code not working?

1. Check that your promotional code has been properly typed in:

 

- in all uppercase letters
- without spaces

2. Make sure to add the required items to your basket and that you have only one promotional code in you basket.

3. Check that the offer has not expired.
If you have checked all the above points and your promotional code has not been accepted, please contact Customer Service on +48 698 129 758 (from Monday to Friday, 10am to 6pm (excluding bank holiday).


06. Which payment options do you accept ?

You can pay by:
- Visa
- Mastercard
- Maestro
- Paypal
- Bank transfer
- PayU
- Cash on delivery

> To pay by debit/credit card:
1.In the "Payment" step choose your card type and click "CONTINUE TO PAYMENT":

2. Enter your debit card number

3. Click "YES, I CONFIRM MY PAYMENT"

 

07. How secure is my transaction ?

The entire transaction is completed on a secure server (SSL VeriSign) and your debit/credit card number is encrypted. All information related to the payment process, including credit card details, will not be stored on our site after your payment has been processed, unless you authorise us to do.

You can make online purchases with absolute confidence.


08. Can I change or cancel my order ?

Check the section "My Account" then "Order History":

If the status of your order is "NEW", "APPROVED" or "INVOICED", contact Customer Service who may be able to still change or cancel your order, by email (plstore.web@loccitane.com) or by phone on +48 698 129 758 (Pon.-Pt 10-18).

 If the status of your order is "CLOSED", it is unfortunately not possible to change or cancel your order. In this case, see the section about Exchanges & Refunds.


09. How can I make a gift ?

1. You have 2 options:

- Got to our section "GIFT BOUTIQUE" and choose from among a wide selection of ready to give box sets:

-Put your own gift together with the products of your choosing
 
2. After having checked your basket,  go to the "GIFT & SAMPLES OPTION" step

3. Go to the "BILLING & DELIVERY" step

If the delivery address is different from your billing address, select "EDIT" in the DELIVERY ADDRESS section.


10. How can I add a gift wrapping ?

For your presents, you can choose between:
- Receiving your products in a gift box prepared by L’Occitane
- Receiving gift wrappings materials to allow you to make your own gifts

1. To receive your products in a gift box prepared by L’Occitane, select « Send my orders fully wrapped » in the “Gift & Samples” options.


2. To receive gift wrappings materials to allow you to make your own gifts, select “Enclose gift wrapping materials” in the “Gift & Samples” options. 2 gift wrappings maximum by order.


11. May I add a gift message to my order?

You can add a gift message to your order.

In the “Gift & Sample” option of your order, simply write your personalized message into the box “Add a gift message”.


12. How to hide prices on my invoice?

Prices can be hidden on the recipient’s receipt which is enclosed to your parcel. In the “Gift and Sample” option, just click on the option “Hidden prices on the recipient's receipt”.


13. Can I order by telephone?

Placing order via phone is not possible. We encourage you to visit our L'Occitane stationary shops as well as our online shop. 


14. How do I choose delivery in a store?

Your order can be shipped in a store.
Go to BILLING & DELIVERY step.
Choose the Delivery Method “Click & Collect”

“Choose Your Store”, Click the store where you want to pick up your order
Continue to checkout


15. What does order status mean?

NEW – new order

APPROVED – order approved to be processed further

INVOICED – order that will be be dispatched at a later date on customer’s request

CLOSED – order  which has been sent out

CANCELLED – cancelled order
 your order amended and we are currently processing your update.


16. Can I save items in my basket and return to them later?

Your chosen products will remain in your basket for a few days. However the products are not reserved until you reach the checkout process. Therefore we cannot guarantee that they will still be available to purchase.


17. How will I know if you have successfully received my order?

Once the order has been processed a confirmation email will be sent to you. This is usually within 24 hours. Please note that this may go into your junk/spam email folder if you have not shopped with us online before.

Alternatively, you can check the status of your order online by signing in to MY ACCOUNT and then clicking "Order History".