My order FAQ
How to place my first order ?
- 1. To place an order, you must create an online account.
- - Click on "MY ACCOUNT"
- - Click on "LOGIN" and enter your personal information, then click "SUBMIT" or login via FACEBOOK.
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.
4. You have access to a summary of your order:
> GIFT WRAPPING
- In this section, you can select:
- - Complimentary gift wrapping
- - Gift receipt
- - Compose a personalised gift message
- - Click "CONTINUE TO CHECKOUT"
> BILLING & SHIPPING
- - If your billing address is different from your delivery address; click "EDIT" to edit the addresses.
- - 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"
- - Choose the desired payment method and click "FINALIZE CHECKOUT"
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 "REDEEM PROMO" 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.
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 firstname.lastname@example.org or by phone on 03-2720 6288 (Monday to Friday: 10am 1pm and 3pm - 5pm, excluding Public Holidays.
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 via email at email@example.com or by phone on 03-2720 6288 (Monday to Friday: 10am 1pm and 3pm - 5pm, excluding Public Holidays).
How to be notified when a product returns back in stock ?
- 1. You are on your product's page and this message appears:
2. Click: "Notify me when this product is available.
3. Enter your email address.
4. Click "SUBMIT".
5. An email will be sent to you as soon as the product is back in stock.
Which payment options do you accept ?
- You can pay by:
- - Visa
- - Mastercard
- - MEPS
To pay by debit/credit card:
- - In the "Payment" step choose your card type and click "CONTINUE TO PAYMENT":
- - Enter your credit/debit card number.
- - Click "YES, I CONFIRM MY PAYMENT"
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.
Can I change or cancel my order ?
Check the section "My Account" then "Order History":
If the status of your order is "OPEN", contact Customer Service may be able to change your order, providing it is the same amount by email at firstname.lastname@example.org or by phone on 03-2720 6288 (Monday to Friday: 10am 1pm and 3pm - 5pm, excluding Public Holidays).
If the status of your order is "SHIPPED" or "CLOSED" it is unfortunately not possible to change or cancel your order.
How can I add a gift wrapping ?
To receive your products in a gift box prepared by L’Occitane, select « Free Gift Wrapping » in the “Gift Wrapping” options.
May I add a gift message to my order?
You can add a gift message to your order.
In the “Gift Wrapping” option of your order, simply write your personalized message into the box “Add a gift message”.
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 Wrapping” option, just click on the option “Please hide prices on the recipient's invoice.”.
What does order status mean?
1. OPEN means your order has not been processed yet.
2. PREPARED means your order is now being picked and prepared for shipping
3. SHIPPED/ INVOICED/ CLOSED means your order has left our boutique and is on its way to you. At this stage an email confirming the despatch should have been sent to you.
4. CANCELLED means that your order has been cancelled either by you or by us.
5. NEW means that you requested to have your order amended and we are currently processing your update.
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.
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".