Faq

1. 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.

2. 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.

Welcome Offer

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.

3. What if I forgot to add my PROMO Code?

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".

4. 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.

5. 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.

6. 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.

7. 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.

1. How much does delivery cost and how long does it take?

Kindly refer to the delivery charges below:

STANDARD DELIVERY CHARGES

- Shipping charge of RM12 will be applied West Malaysia.

- Shipping charge of RM20 will be applied to East Malaysia.

Enjoy Free Shipping with purchase of RM250 and above.

Please note that our delivery is 3-5 working days for West Malaysia, 3-7 working days for East Malaysia with exceptions of additional 3 working days during our Member’s Day and Holiday period.

[Important to Note] During peak shopping & promotional periods, we will require 7-14 business days to process and pack the online orders received. However, rest be assured, our team will always try to deliver your order as soon as possible to you.

2. I accidentally added the wrong address at checkout, and now my order has been delivered there.

We encourage you to verify all shipping information before completing your order as we are not responsible for any orders that are mailed to the wrong address.

3. Why is my package delayed?

We are sorry to hear that your order is running behind. If your order was placed during promotional period when there is high traffic, it would take 7-14 working days to receive your purchase. However, if due to unforseen circumstances, you would receive an update on us about the delay. Please feel free to reach out to our Customer Service Representative to check on the status of your order.

4. My order arrived with damaged or missing products. What should I do?

If you find that items are damaged upon delivery, please report to Customer Service on the same day with supporting evidence and your Invoice number.

Reimbursement is subjected to the courier company's discretion. In the rare circumstance that your product is missing from your order, please report to customer service on the day of delivery and we will be happy to assist.

Call our Customer Service hotline at +603-2720 6222 Monday to Friday from 9am-12pm and 1pm to 6pm excluding Public Holidays or drop us an email us at info@loccitane.com.my. A reply will be sent within 3 business days.

5. Can I track my delivery?

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 via GDEX e-tracking.

6. Do you deliver outside Malaysia?

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.

7. Can I send an order to more than one delivery address?

If you'd like to have items sent to separate Malaysia addresses, please complete a separate order for each address. A separate delivery charge will be made for each address if applicable.

8. What are the delivery days and where do you deliver to?

Orders will be couriered between 9am - 5pm from Monday to Saturday. Orders will only be delivered to addresses in Malaysia.

9. How is the receiving process?

If you are unavailable at the time of delivery, the item will be couriered to you the next day. Please call the assigned logistic company and provide your tracking number to arrange for a redelivery.

If you are not at the delivery address at the time of delivery, kindly contact GDEX Customer service.Do note that re-delivery will be at the expense of the customer.

10. When are orders processed?

Orders are processed Monday to Friday excluding weekends.

11. Do you cover loss or damage incurred by the delivery partner?

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 that we have no control over 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.

1. How can I unsubscribe from your newsletters and marketing emails?

We are sorry to hear you no longer wish to receive our email newsletters.

You can easily unsubscribe from our emails. To do so, you can scroll to the very bottom line of one of our emails, where you will see an unsubscribe link. Click on this link and you will be taken to a page where you can choose to unsubscribe from some, or all of our emails.

If you are unable to unsubscribe from the email please contact the Customer Care Team via our CONTACT US page with the relevant topic and we will unsubscribe you as soon as we can.

Once we unsubscribe you it can take up to 48 hours for this to flow through as we may already have an email in progress and we cannot remove you from this email.

Thanks and we hope this helps.

2. How can I update my personal information? (such as Birthday/Address)

If you would like to update your personal information, please contact the Customer Care Team via our CONTACT US page.

Alternatively, you can visit our retail stores and let our friendly staff know about your personal information updates.

3. How do I create an account?

1. Go to the section "Sign Up/Log In" at the top right hand side of the website.
2. Click "Create Account" if you have not previously signed up in-store or online.
3. Enter the information requested, then click "Register Now".

4. Is my personal information safe?

Your privacy is of the highest importance to us and the info that you send us is kept strictly confidential. We promise never to release your personal details to any outside company for mailing or marketing purposes. Read about our privacy policy here.

If you wish to change or delete your personal details, kindly contact our Customer Care – Monday to Friday 9am to 5:00pm (excluding public holidays)

1. The price has changed since I ordered it, can I get a refund?

The final amount stated on the invoice upon checkout on the day of your order is the final price. Any price changes that is reflected on the website after payment is made, will not be a reason of refund.

2. Can I exchange or have a refund for my online order?

If you wish to return or exchange your products, you have a period of 14 days starting from the day you received the products.

All items must be unopened, unused and in a saleable condition. We invite you to present your order confirmation that was emailed to you at the time of purchase.

If you are returning a purchase that qualified for a gift and you do not return this gift we will deduct the value of the gift from the refund.

3. What is your return policy?

We are committed to providing quality products to our customers. If for any reason you are not entirely satisfied, we are happy to issue a product exchange for new and unopened normal priced product(s) that is returned within 14 days of delivery date.

• All new and unopened normal priced products may be exchanged with an original receipt/invoice.
  
• All product may be exchanged once.
• Products sold are non-refundable, but we will happily exchange the product with another product of same value or greater value.
  
• All original shipping and/or handling charges are non-refundable.
• Products are to be returned in its original brand new condition via sender’s preferred delivery mode. We recommend that you use a reliable courier service with parcel tracking services to prevent damages.
• We regret to inform that products sold online are not exchangeable at stores at the moment.
  
• Please allow one to three weeks from the day you return your product for your request to be processed. You will be contacted once your return is completed.
  

In the rare circumstance that your product is missing from your order, please report to customer service on the day of delivery and we will be happy to assist.

L'OCCITANE MALAYSIA reserves the right of final decision if the product returned is in unsatisfactory condition, or the above terms are not met.

4. What is our payment refund policy?

Payment refund is on case by case basis. Refunds are done within 7-14 working day and is made via your original mode of payment.

Once refund is made, the points from the purchase would also be deducted from your profile.

5. Do you accept payment by installment?

Yes, you can have the option of paying via installment, we currently have ATOME PayLater.

1. Can I redeem my exclusive offer in store?

Do note that some of the offers may be RETAIL EXCLUSIVE or ONLINE EXCLUSIVE, please make sure you have read the T&C's to be sure.

To find your nearest participating boutique, click here.

For more information, please contact our Customer Service Representative via our contact page on our website 9.00am-5.00pm (excluding Public Holidays).

1. Do you use micro-beads in your products?

At L’OCCITANE, we try to limit our impact on the environment wherever possible, and endeavour to develop our products in synchronicity with nature. We give priority to natural ingredients wherever possible and use natural materials such as crushed almond shells (as found in our Almond Delicious Paste Scrub) or apricot kernel powder (as found in our Shea Butter Ultra Rich Body Scrub) as alternatives. Currently micro-beads are widely used across the Beauty Industry in exfoliation products. As these micro-beads are non-biodegradable they can be harmful to the eco-system when they enter the marine environment. L’OCCITANE MALAYSIA does not use micro-beads in any of its products, and can confirm that all our products have been micro-bead free since 2016.

2. What are the Customer Service opening hours?

We are at your service!

Call our Customer Service hotline at +603-2720 6222
Monday to Friday from 9am-12pm and 1pm to 6pm excluding Public Holidays
Or drop us an email us at info@loccitane.com.my

A reply will be sent within 3 business days.

3. Do you use Parabens?

We strive to use high-quality, traceable, natural ingredients. We use over 200 botanical ingredients, a quarter of them organic certified, which are carefully selected for their effectiveness and their ability to give your skin the elements it needs to be beautiful. These ingredients are used at an ideal concentration in our formulas.

We therefore systematically give priority to natural ingredients whenever possible. For example, we use vegetable oils in place of oils derived from petrochemicals, as they have a better affinity with the skin. However, to ensure that our products offer optimum safety and effectiveness, we may use synthetic molecules when no reliable and effective natural alternative exists, while always erring on the side of caution. As a brand who values pure and natural ingredients, L’OCCITANE has undertaken to remove all Parabens from its products and from January 2014 we were 100% Paraben free.

We are constantly researching new and innovative methods to reduce or remove all together preservative ingredients from our formulations to protect both our customers and the environment.

4. Does L'Occitane test on animals?

The L’OCCITANE Group has been against animal testing for more than 40 years and we have never tested our products, active ingredients or raw materials on animals at any point in the product development or manufacturing process.

The Group is fundamentally against animal testing of beauty products on a worldwide basis. In China, where our products are retailed, the local Chinese authorities request that some cosmetic products sold on the Chinese market are tested. They view it as the best way to safeguard consumer safety in China.

We do not conduct these tests. They are done by Chinese laboratories that have been approved by local authorities on a limited animal panel.

To move things forward, the cosmetics industry is developing its relationship with the Chinese authorities with the clear objective of bringing animal testing for beauty products to a definitive end. The industry has engaged with the relevant authorities and animal rights NGOs so as to highlight alternative techniques that are being used in Europe, where animal testing has now been banned.

This constructive dialogue has led to a series of advances in Chinese regulation, including a decision in June 2014 to end this type of testing on so-called “ordinary cosmetics” that are manufactured and packaged locally (shampoo, perfume etc.). Another major milestone was made in November 2016 when the CFDA (China Food and Drug Administration) approved the use of a non-animal test for safety assessment of certain cosmetic ingredients.

Currently the NIFDC (National Institute for Food and Drug Control) is considering acceptance of other alternatives to animal testing (AAT).

To further demonstrate our commitment to ending animal testing, the L’OCCITANE Group has partnered with the Institute for In Vitro Sciences (IIVS). The IIVS has an active program in China dedicated to promoting the use and regulatory acceptance of AAT. More information about this program can be found on the IIVS website.

We remain convinced that this open dialogue with Chinese organisations will further influence Chinese regulation and put an end to animal testing once and for all.

Thank you for your interest and we hope this statement has clarified our position.

5. Are your products safe to use if I am allergic to Gluten?

Intolerance to Gluten usually causes digestive disorders. Allergy to Gluten is more rare. Gluten may be present in a direct form (flour) or by contamination (traces of Gluten).

The majority of our products do not contain gluten in direct form. As a precautionary measure we would recommend that the severely allergic and intolerant people do not use cosmetic products that may contain them.

In fact the Vitamin E we use in our products (Tocopherol) is derived from soya, not wheat. If you are concerned about traces of Gluten we suggest you check with your doctor on the severity of your reaction.

You can identify products that contain Gluten by looking out for the following ingredients on the products packaging, or on the ingredients list on the website:

WHEAT or TRITICUM VULGARE

6. Are your products safe to use if I am allergic to Gluten?

At L’OCCITANE, we try to limit our impact on the environment wherever possible, and endeavour to develop our products in synchronicity with nature.

Eco-friendly design is a major part of our environmental policy. We are currently making efforts to reduce the environmental impact of our products by:

1. Consuming fewer resources and preventing pollution: Most of our products are developed from recycled packaging or from sustainably managed forests.

2. Reducing packaging weight: Our Refill packaging uses up to 90% less materials than the original containers, representing in 2017 an overall saving of 124 tons of material.

3. Recycling more: 73% of our packaging is now recyclable (PET, glass, cardboard and aluminium) and our goal is to improve this dramatically in the coming years.

4. Innovating continuously: L’Occitane also has developed a partnership with Terracycle to find innovating solutions to recycle non readily recyclable materials – such as refills - in France, Australia, USA, Canada and Brazil, with the view to extending this across the world.

7. Do you use Palm Oil?

OUR COMMITMENT
We do not directly purchase or use palm oil in our formulas.
However, our soap noodles/flakes and certain derivatives (such as surfactants, which give a formula its foaming properties) may contain it.

Nevertheless, the volumes used by our activity are very low in relation to worldwide consumption across all sectors.
When it comes to sourcing our ingredients, we are committed to upholding our values and ensuring the quality, traceability and sustainability of our plant ingredient supply chains. This is why we have launched various initiatives to ensure that we use palm oil responsibly in our products.

Roundtable for Sustainable Palm Oil Since 2011, L’OCCITANE has been a member of the RSPO (Roundtable for Sustainable Palm Oil) – a not-for-profit organization that unites all stakeholders from the palm oil industry. Its aim is to develop and implement global standards for certified sustainable palm oil.

By the end of 2015, 100% of our soaps sold in stores will be formulated with traceable and sustainable palm oil, in accordance with one of the highest levels of traceability defined by the RSPO (Segregated).

Moreover, in 2014, we launched a procedure that makes it possible to identify the presence of palm oil derivatives in all of our raw materials. Between now and 2020, we will be implementing an action plan so that 100% of these raw materials can be awarded RSPO certification in accordance with the highest levels of traceability.

Find out more about the RSPO Working with our suppliers Our soap flake suppliers are going one step further than the RSPO criteria and are signatories to the "Palm Oil Innovation Charter". This charter lays down stricter provisions with regard to protecting biodiversity, fighting deforestation, building ethical and sustainable partnerships with local populations, and carbon storage.

We also encourage our suppliers to use RSPO-certified palm oil and to give priority to the highest certification levels.

HOW TO RECOGNIZE IT ON THE INGREDIENT LIST: SODIUM PALMATE, SODIUM PALM KERNELATE, PALM ACID, PALM KERNEL ACID

8. Are your products safe to use while pregnant?

At L’OCCITANE we use many natural ingredients and essential oils. Essential oils are true plant concentrates and are active ingredients with strong skin penetration power. As a precaution, we would therefore discourage the use of essential oils by women who are either pregnant or breastfeeding.

We currently have one product without any essential oils and this is our Shea Butter Organic Certified. This 100% Shea Butter is a nourishing protecting beauty balm that can be used all over the body.

If you have any other concerns about the use of essential oils whilst pregnant please contact your GP as we are not Health Professionals and this is out of our scope of practice.

We hope you have found this information helpful. If you are interested in the ingredients of any of our products or would like any further information do not hesitate to contact our Customer Care team via the contact page on our website and we will get back to you as soon as we can.

9. Do you use Lanolin in your products?

At L'Occitane we do not use products of animal origin other than bee bi-products such as Honey. This is identifiable on the product ingredients list as Honey extract or Beeswax. Honey is used as a natural moisturiser, so may be found is some of our moisturising products, such as Hand Creams or Face Creams.

If you are unsure about the ingredients in any of our products do not hesitate to get in touch with our customer service team using the contact us form on the tab above.

10. Are your products suitable for Vegans?

At L'OCCITANE we do not use products of animal origin other than bee bi-products such as Honey or Beeswax. Honey is used as a natural moisturiser, so may be found is some of our moisturising products, such as Hand Creams or Face Creams.

If you are unsure about the ingredients in any of our products do not hesitate to get in touch with our customer service team using the contact us form on the tab above and we now have our VEGAN FRIENDLY sticker displayed on all of our Vegan products.

You can look out for the following ingredients on the labels, or on the product pages on the website.

MEL/HONEY, MEL EXTRACT/HONEY EXTRACT, ROYAL JELLY/ROYAL JELLY, PROPOLIS CERA/PROPOLIS EXTRACT

We do have a VEGAN Product listing on our website to help with the navigation HERE

11. I am allergic to nuts, which products are safe to use?

We would not recommend using the almond range for obvious reasons however our Shea Butter collection is safe to use as Shea is considered a fruit and the extraction methods avoid the protein that can trigger reactions.

However, we would like to emphasise that as we produce products in a factory where nut derivatives are used, we cannot 100% guarantee that a product has not come into contact with nut derivatives.

12. How can I get some samples?

Thank you for your interest in our products.

So that you can discover a wider range of our products and our beautiful perfumes, we invite you to visit your nearest store. Our expert beauty advisors will be able to provide you with a tailored consultation and you will also be able to try the luxurious textures and scents for yourself so that we can find a routine most suited to your needs. We’re afraid we are unable to send any samples at this time.

The very best way to be kept up to date on our new products, in-store events and special offers and vouchers is to register for our email newsletter.

You may also like to know that you will receive free samples with any order when you shop online.

1. How do I become a member?

Spend RM250 nett in a single receipt (in-store/ online store/ Lazada Official Store) and automatically become a CLUB member.

CLUB member: Spend RM250 nett in a single receipt in store or online store.
GOLD member: Spend RM1000 nett in a single receipt in store or online store.

2. How do I earn membership points?

All CLUB and GOLD members are eligible for points collection and are able to redeem any regular-priced products when you shop in-store, at the L'Occitane online store or Lazada Official Store.

Every RM1 spend at L’OCCITANE earns you 1 point.

3. How long are my points valid for?

Points accumulated will be valid for use for 12 months from join date. (ie. Joined member on 20th April 2022, points accumulated will expire on 30th April 2023).

4. How many membership tiers are there?

There are 2 tiers of membership: CLUB member and GOLD member.

CLUB member: Spend RM250 nett in a single receipt in store or online store.
GOLD member: Spend RM1000 nett in a single receipt in store or online store.

5. How do I maintain my CLUB membership status?

To maintain Club membership status, two purchase transactions of any value made online or in stores during the 12 months of membership validity.

6. How do I maintain my GOLD membership status?

To maintain Gold membership status, spend RM1000 during the 12 months of membership validity.

7. How can I get my membership upgraded from CLUB membership to GOLD membership?

Club members who spend RM1000 in accumulated receipts within the membership calendar year can be upgraded to Gold member status with immediate effect. Membership and points validity will be 12 months from the date of the upgrade.
L’OCCITANE membership status will be reviewed at the end of 12 months from membership join-date.

8. When or how often will my membership status be reviewed?

L’OCCITANE membership status will be reviewed at the end of 12 months from membership join-date.

9. What are CLUB member's perks?

Enjoy Club member perks below:
1. Welcome gift: Receive a free 10pc sample kit as a new members in-stores.
2. RM20 Welcome Voucher: Enjoy RM20 off your next purchase in-stores and online for your 1st purchase.
3. Celebrate your birthday: Enjoy one-time RM30 off & a surprise birthday gift on your birthday month in-stores
4. Earn & redeem points: Earn points everytime you shop online or offline! Convert your reward points to redeem any products of your choice based on reward tiers.
5. Exclusive promotions: Get online exclusive gifts with purchase above RM500 and above in a single receipt all year round. Enjoy member-exclusive
promotions in-store and online!
6. Exclusive events & previews: Receive our latest news when you subscribe to our email & SMS!

10. What are GOLD member's perks?

Enjoy Club member perks below:
1. Welcome gift: Receive a free 10pc sample kit as a new members in-stores.
2. Exclusive 5% discount: Enjoy 5% discount on regular-priced retail items in-stores!
3. Celebrate your birthday: Enjoy one-time additional 5% & a surprise birthday gift on your birthday month in-stores
4. Earn & redeem points: Earn points everytime you shop online or offline! Convert your reward points to redeem any products of your choice based on reward tiers.
5. Exclusive VIP offers: Get online exclusive gifts with purchase above RM500 and above in a single receipt all year round. Priority to reserve Limited Edition products and be the 1st to own new product.
6. VIP events and launches: Receive invites to private workshops and events when you subscribe to our email and SMS.

11. Where can I find L'Occitane Club Membership's Terms & Conditions?

You can refer to the T&Cs here: https://my.loccitane.com/pages/loccitane-club-memberships-t-c

1. Can I offer your products in my hotel or guest house ?

We invite you to visit our website dedicated to hotels and focused on hospitality products.

Our products are distributed exclusively to 4 stars establishments with a minimum requirement of 12 rooms.

Please contact us through our Contact Us page and we will forward your inquiry to our Business team.