Frequently Asked Questions
For queries relating to your order, our products or brands, making purchases through our website, deliveries or returns, or if you have any feedback or complaints please contact our Customer Care Department.
By e-mail: [email protected]
By telephone: 0800 055 6822 (Free phone number). We are available from Monday to Friday from 9:00am – 5:00pm.
By post: La Roche-Posay Customer Care Department, 255 Hammersmith Road, London, W6 8AZ
If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”). You may do this using the electronic complaint form found at: www.ec.europa.eu/odr
Your order will be dispatched by DPD within 3-5 working days after the date that you placed the order.
When your order and payment are validated, La Roche-Posay will send you an Order Acknowledgment email.
Once your order has been prepared and dispatched, you will receive a Dispatch Confirmation email from La Roche-Posay which confirms our acceptance of your order.
Orders are prepared by the logistics centre located in Nottingham, UK, then dispatched by the carrier nominated by La Roche-Posay (DPD). The estimated delivery date will be included in the Dispatch Confirmation sent to you. The estimated delivery times set out in the table below are from the date on which you place your order. Please note that the delivery time quoted is an estimate only.
Express Delivery - Order before 10am 19th December for guaranteed Christmas delivery
Orders made between 23rd - 5th Jan are subject to increased delivery times of 5-7 days (excluding Bank Holidays)
Estimated Delivery Time: Standard Delivery 3-5 working days*
* If order is placed before 11am on a working day. If order is placed after 11am or on any non-working day then estimated delivery will be on the second working day.
*** Delivery costs will be displayed on the checkout page of the Website.
† Please note that for delivery to Northern Ireland, Scottish Highlands, islands, Aberdeen and other rural areas an extra working day needs to be taken into account of for these delivery options.
Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions or exceptional circumstances.
You can send your order to another recipient. On the page "order summary and check out", tick "new shipping address" and fill in the fields reserved for the desired delivery address.
La Roche-Posay allows you to pay for your order using secure payment methods.
You can carry out an online payment by credit/debit card and pay for your order using one of the following cards:
Visa, MasterCard, Maestro or American Express.
The information entered when making a payment on www.laroche-posay.co.uk is never known or stored by La Roche-Posay . Banking transactions are carried out in a secure manner by Ayden or PayPal (as applicable), La Roche-Posay 's designated payment partners.
For any additional information concerning payment, please contact our Customer Care Department at [email protected] or by telephone on 0800 055 6822 (we are available from Monday to Friday from 9:00am – 5:00pm)
If you have a La Roche-Posay promotional code, you can let us know before confirming your order by inputting it into the field, "Promotional Code".
Once the code is entered, the offer will be directly applied to the amount that your shopping bag totals.
You will see the title/value of your code above the subtotal amount. You have the option to cancel the code you entered and enter a different one.
The maximum amount of your order cannot exceed £1,000.00. Moreover, the number of identical products bearing the same reference is limited to 6 for the same order and over a one month period.
You can give notice of cancellation for products ordered on www.laroche-posay.co.uk from the date of receiving the ordered goods until 14 days after the day on which you receive your products.
You may cancel by contacting our Customer Care Department by telephone on 0800 055 6822 or via email to [email protected].
Our customer care team will provide you with a free DPD return to store label to return your products.
If the DPD return to store service is not available in your area our customer care team will provide a returns address and we request that you return products to us to Returns Department, L’Oréal UK Ltd, Unit 2, Fraser Place, Trafford Park, Manchester, M17 1ED via the Post Office ‘Royal Mail Signed For’ delivery method. We will pay the reasonable delivery costs you incur in returning the product to us provided that you include a returns proof of postage receipt when returning the product.
We will email you to confirm we have received your cancellation. You may also contact our Customer Care Department by telephone on 0800 055 6822.
Your right of cancellation does not apply in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection and hygiene reasons, if they become unsealed after delivery. Certain products are cellophane wrapped and/or contain a seal to be removed before use and fall within the category of ‘sealed goods’.
If the product(s) received are not those you have ordered or of they have been damaged or are faulty, then return such product(s) in their original form and packaging. In this case, if the non-compliant nature of the product is confirmed by us, we will refund the price of the product in full and where the full order is returned will refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer standard delivery of a Product within a certain timeframe at one cost but you select express delivery of a Product within a shorter timeframe at a higher cost, then we will only refund what you would have paid if you had selected the cheapest delivery method we offer. For the avoidance of doubt, if the Standard Delivery method we offer is free then you will not be refunded any delivery costs even if you opted for another delivery method which was not free.
Note that only in these specified circumstances (faulty, damaged, non-compliant product) will we pay any reasonable delivery costs you incur in returning the product to us (where the DPD return to store service is not available) provided that you include a returns proof of postage receipt when returning the product. We request that you return such products to us via the Post Office ‘Royal Mail Signed For’ delivery method.
It is not possible to exchange or obtain reimbursement for any products ordered from this website at pharmacies or retailers. It is also not possible to exchange or obtain reimbursement for any products ordered from another online store.
To enable us to process your order, we need some information about you such as your delivery address, billing address and email address.
The creation of this account will also allow you to benefit fully from services offered by La Roche-Posay, for instance creating a list of your own personal favourite products, viewing past orders, etc.
All your account information at La Roche-Posay will only be used as part of your relationship with La Roche-Posay.
This information can be changed by you at any time by managing your account online.
It can also be completely removed from our database upon request.
If you forget your password, select the "Sign in" button and select "Forgotten Password?" You will then receive a hyperlink via email which can be followed to reset your password.
To sign up for the La Roche-Posay Newsletter, simply click on the link at the top of the website. Then fill in the required fields and click "Sign Up".
You can also do so whilst creating your own account or at the checkout page and select "yes" to the question, "Would you like to sign up for our newsletter and be notified of our exclusive launches and offers?" You will need to select "OK" so that your choice is registered.
By becoming a fan of our Twitter page at [email protected] you can keep up with the latest product launches and enjoy special offers.
You can unsubscribe from the La Roche-Posay Newsletter with a single click on the link at the bottom of the page in the last newsletter you receive.
You can also send an email to our Customer Care Department at [email protected]