Why is my promotional code not applying to my order?
We are sorry that you are having trouble redeeming a promotional code. This could be for a number of reasons:
For your code to be active you MUST be logged into your account on the website using the email that your promo code was sent to your unique code to work.
Your order total does not meet the threshold for the promotion to be applicable.
The promotion has already been redeemed. Promotions can only be used one time only.
A promotional code has already been applied to the order.
Promotional offers cannot be used in conjunction with any other offer.
If you are unable to redeem a promotional code with your purchase make sure the product is in your basket before you apply your promotional code.
The gift set associated with the promotional code is now out of stock, all gifts are while stocks last as we have no control of how quickly particular offers sell through.
You can find the terms and conditions of a promotion listed on the email or flyer containing your promo code and on our web site.
If your code meets all the terms and conditions and you are still unable to apply it to your order, it may be due to a technical glitch or bug. Please contact Customer Care via the contact us page on our website.
Can I track my order?
Yes! You will be receiving an email once order has been packed and dispatched to courier. You can track your shipment via the tracking number you receive in your email.
The Welcome Offer is exclusively for first-time customers to spend on my.loccitane.com, not valid at L'OCCITANE retail locations, L'OCCITANE en Demande, Lazada and Shopee.
Am I able to choose Click & Collect as an option for delivery?
Once a order has been placed on the website we are no longer able to amend the order this includes adding a promo code. We do apologise for the inconvenienced caused.
I cannot pay for my order at the cart?
I am sorry that you are experiencing difficulty paying, please make sure that your mobile number and your state are added to your order as this is a mandatory requirement for your order to be processed. Please ensure your details are correct in "MY ACCOUNT / MY SUMMARY".
I forgot to add gift wrapping to my order can I still add it?
Unfortunately once an order has been accepted into the system we are no longer able to edit this order.
As it has moved into the warehouse flow it is unable to be found within all of the picking stream to add to. If it is still able to be cancelled (within an hour of placing) we may be able to cancel the order and you can then place a replacement order with the correct items inside such as gift wrap.
Can I change or cancel my order?
Unfortunately once orders are placed, they are not able to be edited, added to or cancelled.
If an order is not correct (including incorrect customer details or address information), it will need to be shipped and then refused delivery by the customer for it to be returned to us and refunded. You can place a new order with the relevant amendments.
Can I send my order as a gift?
Yes! Simply take a look at our luxury gifts and choose from a wide selection of our ready to go beauty & skincare gift sets, or you can put your own gift together with a selection of products of your choice.
After you have completed your shopping, you can select either GIFT WRAPPING (includes Gift Box and Personalised Card for RM12) or WRAP IT YOURSELF (we will only provide gift sachets and ribbons).
Please note, if you request for your order to be sent gift wrapped you will not be able to check the contents of the Gift sachet.
You can also add a gift message and send it straight to the recipient! We can only provide one personalised card per order.
Can I ship my order to another country?
We are unable to send any parcels outside of Malaysia. To place an order for delivery to another country, we invite you visit our international website where you will find a full list of the countries L'OCCITANE is available. Please place an order on corresponding countries website.
It’s your lucky day! Sign up today to receive insider offers and RM10 off your first purchase of RM100 or more.
What can I use my points for?
RM1 = 1 point
300 points = RM15
600 points = RM50
999 points = RM100
1600 points = RM200
2,200 points = RM300
3,500 points = RM520
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