- Where is my order? Can I track my order?
Registered users have the ability to track their orders. To do so, simply go to My Account and click on the Order History tab. This section will let you see where your order is as soon as it is shipped by FedEx. Most orders take a minimum of 1 to 2 full business days to leave our warehouse, before being released to FedEx entering the shipping process.
- How do I return an item?
It is L'OCCITANE's intention to satisfy our customers. For this reason, we will gladly issue a full refund to the original credit card for any unopened merchandise that is returned within 14 days of the date of receipt. After 14 days, a store credit or exchange will be issued for any unopened merchandise returned up to 30 days after purchase. Items purchased with cash maybe be exchanged or a store credit issued. There are no cash refunds. All items must be accompanied by the original receipt and in unopened, saleable condition.
To return phone or web orders, please contact Customer Service at (888)623-2880 during open hours, or anytime by email. Please allow two to four weeks from the day you return your package for your request to be processed.
- How much will it cost to ship my item?
We currently have 3 flat shipping rates. We only ship via FedEx.
Typically, we offer Free Standard shipping on all orders over $80 (excluding tax) or similar promotion.
|Standard, 48 states
||7 - 10 Business Days
|Standard – PO Box / APO /FPO
||7 - 9 Business Days
(APO/FPO orders can take up to 4 weeks)
|Express, 48 states
||2- 3 Business Days
||1 - 2 Business Day
(FedEx, or parcel post)
||7 - 10 Business Days
- Is there sales tax?
We only charge sales tax in the states where our stores are located. This tax is based on the shipping address. You can browse our store locator to double check if we have a store in your state.
- How do I make changes or cancel my order?
Please call 1-888-623-2880 or email us if after hours. We cannot guarantee that cancellations or changes will be possible due to the promptness of our order processing.
- Can I purchase gift cards online?
Gift cards are available for purchase on line in any denomination of $25, $50, $100 or $250. Visit Our Gift Card page for more information or to purchase. Gift Cards are available for redemption online and Boutiques or by telephone (1-888-623-2880). When you purchase your gift card regular shipping charges may be added, as well as sales tax, if applicable.
- How do I order a gift?
1) View our Gift Boutique for an array of gift selections for women and men in varying price ranges. Some selections are elegantly pre-wrapped and available for immediate shipment. You can also add a personalized note.
2) Build your own gift by selecting the products you wish to give. We will choose the most appropriate packaging for your items, and you can also add a personalized note. This option may add one business day to the order processing time.
Please be aware of the following:
- Gift Wrap instructions and the space to add your personalized note are on the lower portion of the checkout page. Be sure to click OK after making your selection - it will appear as a line item in your order.
- On the Review Your Order page you will have the ability to select the option to hide prices on the recipients invoice.
- If you need a receipt, please print a copy of your order or the confirmation email we send.
- If you are ordering individual items to be gift-wrapped, they will be gift–wrapped together as we are not able to wrap items individually or custom gift-wrap.
- Each separate shipping address requires a separate order.
- All contents of the order will be sent to the recipient including samples and promotional offers. We are not able to split orders.
- How do I use a promotion code?
Scroll Down to the lower portion of the checkout page and enter it in the Promotion Code box and click on the arrow. If your code is valid, you will see the code that has been activated.
Occasionally L'OCCITANE.com offers promotions through emails, catalogs, and advertisements. You will always receive free standard shipping on orders over $80. Once you sign up for our L'OCCITANE.com email newsletter, you will receive email promotions and offers that include special codes for special free shipping or other discounts. To sign up for our e-newsletter please click on "Email Signup" on the bottom banner of the page.
** Please note that excessive abuse or misuse of promotions and codes may result in order or item cancellation. In order to allow fair redemption and distribution of promotions to all of our registered clients, L'OCCITANE may restrict redemption to one per client.
Most promotion codes and offers are for a limited time, cannot be combined with other offers, and are one per customer per order, so be sure to add the one you most want to your order.
Some Discounts don't require a promotional code. In this case, simply add the promotional item to your cart and be sure you have met the offer requirements.
- Do you ship internationally?
We, usa.loccitane.com, do not ship internationally. Please check if the country you would like to ship your order to is listed on the international homepage at www.loccitane.com.
- Do you accept non-US credit cards?
Yes, we are able to accept non-US credit cards on the website so long as the order is to be delivered inside the US. If there are any issues using your non-US credit card, please call our toll-free number (1-888-623-2880) to place your order on the phone.
- What if an item is out of stock? Do you "back order"?
If an item is out of stock, we'll happily send you an email when it's back in stock. Simply click "Be notified when product is back in stock" on the Product page and supply your email address. We'll notify you when the item becomes available. Or, use the Boutique Locator to find a store near you (call ahead to confirm that they have your desired product in stock). L'OCCITANE does not offer a backorder service.
- How do you pronounce the word L'OCCITANE?
Phonetically you pronounce our name "lox- ee- tahn".
- What does "L'OCCITANE" mean?
L'OCCITANE means "the woman from Occitania". Occitania is the name of the ancient geographic area in southern France, spanning from northeastern Spain to northwestern Italy.
- Does L'OCCITANE test on animals?
Statement from L'OCCITANE on Animal Testing
L’OCCITANE does not and never has tested its products, its active ingredients or its raw materials, on animals at any point in the product development or manufacturing process.
L’OCCITANE has always been committed to the suppression of animal testing for beauty products, along with associations including One Voice and PETA. L’OCCITANE was one of the first companies to be in the positive list of the British Union for the Abolition of Vivisection (BUAV) in 1997. In December 2011 the BUAV decided to remove their accreditation from all companies operating in China because Chinese authorities still request testing on all cosmetic products sold on the Chinese market, as they view it as the better way to safeguard their consumer’s safety. However BUAV sent us a supportive letter as they understand our continuous efforts to flight against animal testing (see attached). Note that our company does not conduct those tests in China; they are done by Chinese laboratories, approved by local authorities on a restricted animal panel.
L’OCCITANE is fundamentally committed to the abolition of animal testing of beauty products worldwide. Unfortunately given the limited economic and political weight of L’OCCITANE, ceasing to sell our products in China will not do anything to change local regulations. Instead, to move forward we decided to develop relationship with the Chinese authorities to pledge the case for the ending of animal testing for beauty products, through open dialogue.
Since December 2010, L’OCCITANE has been meeting with representatives from the Chinese authorities to promote alternative tests to animal testing. L’Occitane was also one of the leading European companies to attend a colloquium on this topic in Beijing in February 2011, together with the BUAV and the Chinese authorities.
L’OCCITANE keeps working alongside the BUAV as one of the main beauty brands represented on its dedicated taskforce called « China Cosmetics Cooperative Group ». This entity works with European and Chinese officials to promote alternative testing methods. The first meeting took place in May 2012 and regular meetings are organized in London, Paris or Brussels. Newt meeting is planned 2013, May 20th in London.
On their side, the Chinese laboratories certified by authorities have recently launched a programme to investigate alternative testing protocols. On sun care, animal tests have been stopped and our method on humans has been accepted. This is a first step. L’OCCITANE will keep working proactively for these alternatives to be implemented as soon as possible for all its products.