Terms & Conditions


 

Introduction

The following terms and conditions (“Terms of Use”) govern your use of our Websites and apply when you purchase products on our Websites, including gift cards and e-gift cards (“Merchandise”), from L’Occitane.  Your continued use of the Websites constitutes your agreement to follow and be bound by the Terms of Use (the “Agreement”).  By placing an order for Merchandise through usa.loccitane.com or any L’Occitane-owned or affiliated Internet sites, including but not limited to usa.Erborian.com and usa.lecouventdesminimes.com, mobile sites, or mobile applications (collectively our “Websites”), accessed via a user’s computer, mobile, e-reader, tablet or other device (“Device”) used to access the online services, and applications and websites affiliated with L’Occitane goods and services (collectively, the “Online Services”) or by phone, you accept these Terms of Use and agree to be bound by them.  The Websites are provided as a service to our customers.

PLEASE BE INFORMED THAT THIS AGREEMENT CONTAINS AN ARBITRATION REQUIREMENT AND WAIVER OF RIGHT TO BRING CLASS ACTIONS (see below).

 YOUR USE OF THE WEBSITE CONSTITUTES YOUR AGREEMENT TO FOLLOW AND BE BOUND BY THE AGREEMENT. WE RESERVE THE RIGHT TO UPDATE OR MODIFY THIS AGREEMENT AT ANY TIME WITHOUT PRIOR NOTICE. FOR THIS REASON, WE ENCOURAGE YOU TO REVIEW THE AGREEMENT WHENEVER YOU USE THE WEBSITE. IF YOU DO NOT AGREE TO THESE TERMS, PLEASE DO NOT USE THE SITES.

If you have any questions about any aspect of your order, please contact our Customer Service department by sending us a message through the Contact Us tab that is accessible via the HELP AND CONTACT link on our Websites or call +(1)877-212-0238

Top



 

Consent

You acknowledge that this privacy policy is part of the terms of service and you agree that using this site signifies your assent to L'Occitane Canada's privacy policy. We reserve the right to change this privacy policy at any time, without advanced notice. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.

 

If you have any questions about your privacy or security, please call us at 1 877 212 0238 or e-mail us and include your name and the address in the message.
 
 


 

Promotional Codes


Occasionally, L’Occitane offers promotions through e-mails, catalogs, mailings and advertisements. Once you sign up and agree to receive promotional materials from L’Occitane, you will receive e-mail promotions and offers that include special codes for free shipping or other discounts. To sign up for our promotions, please visit our Email Signup page

Offers may vary in store and online. Availability while supplies last and on a first-come first-served basis.

By using our Website, you acknowledge and agree that excessive abuse or misuse of promotional codes and other promotions may result in cancellation of the order or item. In order to allow fair redemption and distribution of promotions to our registered clients, L’Occitane may restrict redemption to one per person, per household, per email, per IP address or per order for any reason. Promotional codes are limited in nature and may expire or discontinue with or without notice. Promotional codes are void where prohibited by law. Promotional codes may not be copied, sold, or otherwise shared. They are not redeemable for cash and are subject to cancellation or change at any time for any reason.

 

 Top



Privacy Policy

PERSONAL DATA
Personal Data Protection Policy
 

The entity responsible for processing your personal data from our Internet site (“Our Internet Site”) and under the conditions described in this Personal Data Protection Policy is L’Occitane Canada Corp, with a registered office at 2700 Dufferin Street Suite 89 Toronto, ON M6B 4J3 (“L’Occitane”, “we” or “us”). Our collection of your personal data complies with Canadian law applicable to data protection.
This Personal Data Protection Policy, together with the Cookie Policy, which is accessible at the following address: https://ca.loccitane.com/terms-conditions,19,1,93144,1251818.htm, applies to the data that we collect when you use Our Internet Site and our application. It describes the types of personal data that we collect from our consumers and explains how we use, disclose, share and transfer data, as well as the choices available to our consumers regarding our use of data. It also describes the measures that we take in order to protect the security of your data, and how you can contact us regarding our personal data protection practices. Please carefully read this Personal Data Protection Policy. If you do not wish your personal data to be used in the manner described in this Personal Data Protection Policy, it is possible that we may be unable to respond to some of your requests.
Please regularly review this Personal Data Protection Policy in order to remain up-to-date with any possible modifications to this policy, including those that relate to the collection and processing of your personal data.

Topics addressed

COLLECTION OF YOUR PERSONAL DATA
 

We may collect your personal data in various ways, including when you visit our stores, take part in our events, consult our online content, or use our mobile applications. For example,  we may collect your personal data when you register as a member and/or join our loyalty program, before you make a purchase online, when you participate in a contest or promotional game, when you participate in an activity that we organize by means of surveys via our applications and social media, when you subscribe to our newsletter, when you order a catalogue, when you join a premium site with restricted access, when you register for an event, or when you contact us by e-mail or telephone.
We may also link and/or combine your information that we collect from the various devices that you use.
The types of personal information that we can collect are the following:
 
a)      Registration data (name, mailing address, e-mail address, mobile telephone number or other number);
b)      Usernames and passwords;
c)      Personal data (date of birth, sex, preferred language and beauty profile, such as skin and hair types);
d)      Your interest and experience with our products and products of a similar nature;
e)      Payment data (bank card number, expiry date, authorisation number, security code, delivery address and invoicing address);
f)      Information on purchases and operations (type and number of products purchased and returned);
g)      Customer service data, surveys and comments from the customer service department and data exchanged with our customer service team;
h)      Photographs, videos and other comments that you provide;
i)       Contact information that you provide to us regarding your friends and other people that you would like for us to contact (name, delivery address, e-mail address, mobile telephone number and/or other telephone number);
j)       Location and geolocation data;
k)      Your conduct in our stores and/or points of sale;
l)       Your social data on social media platforms if you connect to one of our sites using a social login;
m)     Data relating to you and coming from publicly available sources, including publicly available content on social media platforms;
n)      Any other data that you provide to us subsequent to a request to one of our departments; and
o)      Data that we can obtain from suppliers of external services.
 
Also, as explained in our Cookies Charter, we may collect certain data and trace your activity online, as well as the data linked to your device and to your operating system, your IP address, the web pages or advertisements that you see, the details of your visits to our online content and social media accounts, advertising identifiers or similar identifiers and your online actions collected by automated means, such as our cookies, third party cookies, web servers, pixels and web tags, and by demographic means, linked to areas of interest and content, when you visualize our content, use our applications, interact with our social media accounts, contact us by any means or application, open the e-mails that we send  you directly or  by third parties on our behalf, and when you visit third party Internet sites and networks on which our advertisements are displayed. We can establish links between the data that we have collected via automated means, such as your data and your browsing history, and other data that we have obtained relating to you.
Suppliers of third party applications, tools, gadgets and plug-ins on Our Internet Sites and applications, as well as third party Internet sites and networks on which our advertisements are displayed (such as advertising networks, digital advertising partners and social media platforms) may also use automated means and demographic means linked to areas of interest, in order to collect data relating to you, such as your interactions with these functions, while tracing your online activity. This data is collected directly by these third party suppliers (in addition to the data collected by us) and are subject to separate privacy and/or data protection policies. L’Occitane shall not be held liable for the data protection practices of these third parties and suppliers.
If you do not agree to the collection of the above data relating to you, it is possible that we may not be able to offer you certain services, including the ones identified in this Personal Data Protection Policy.

 

USE OF THE DATA THAT WE COLLECT
 

Why do we process your data? How do we use your data for these purposes?
To provide you with products and services We use your personal data in order to provide products and services suited to your needs.
To process transactions, including payments, made via Our Internet Site We use data, including payment data, in order to process transactions, for example, when you place an order via Our Internet Site.
To create, register and manage your account We use your personal data, including your e-mail address and username, in order to create, register and manage your account, for example by providing you with a password when you ask us for one, and by verifying your identity when necessary.
To create and manage in-store accounts We use your personal data in order to open and manage your in-store account.
To manage your customer reviews We use your personal data, including your e-mail address and username, to manage reviews that you publish regarding our products.
To communicate with you and answer any queries that you might have We use your personal data, including your contact details and video chat data, in order to communicate with you and to respond to your queries.
To manage your participation in promotions, special events (such as contests, games, random draws, offers, surveys and market studies) and your participation in our loyalty program We use your personal data, including purchase and operation information, to manage your participation in various promotions or special events, as well as the loyalty program.
To make deliveries or provide you with our services (such as newsletters by e-mail, resupply service, Express Payment) We use your personal data, including your contact details and e-mail address, to make deliveries to you and to ensure that you can access our other services.
To market, assess and improve our products and services (notably developing new products and services, analyzing our customer database, performing data analyses, accounting and auditing) We combine personal data, notably provided by customer service, to assess and improve the products and services that we offer to you.
To send promotional offers and other communications and information that we believe may be useful to you (including special offers) by means of e-mails, postal letters, telephone messages, text messages and push notifications, and to develop and carry out targeted marketing campaigns as well as behavioural advertising, including by means of displays on third party applications installed in your telephone We use personal data, including contact details, information on purchases and your beauty profile, in order to provide you with communications that may be of interest to you.
To provide you with store addresses as well as advertisements based on your geographical location. We use personal data, including geolocation data, in order to provide you with the contact details of the stores closest to your location, and to adjust the marketing communications based on your location.
To document your preferences and habits regarding our products and services We use your personal data, including your interest in our products and your experience with them, in order to understand how you make the most of our products and services.
To analyze surveys or statistics in order to improve Our Internet Site and our services We use your personal data, including customer service data, surveys and comments from the customer service department and data exchanged with our customer service team, in order to improve Our Internet Site and our services.
To fulfil our obligations resulting from agreements existing between us and you We use your personal data to better meet your expectations, resulting from agreements existing between you and us.
To ensure that the content of Our Internet Site is accurately displayed, our pages on social networks and our e-mail messages are presented in the most efficient possible manner for you, and to customise your experience on Our Internet Site by providing you with information and products that suit your needs We use personal data, notably related to your online activity, your browser and your operating system, to ensure that Our Internet Site is properly displayed on your computer.
To add to Our Internet Site and our advertising We compile data notably relative to the web pages that you view, in order to provide you with advertising content that meets your expectations.
To manage Our Internet Site and combat fraud We use personal data, including cookies, in order to update and enhance Our Internet Site, and to combat fraud over the Internet.
To conduct research and analyses of the efficiency of our marketing and advertising efforts We use personal data, including data that we may obtain from suppliers of external services, in order to understand the efficiency of our communication efforts.
To analyze how and how often you visit Our Internet Site We use personal data, including cookies, to understand your use of Our Internet Site.
To target the advertising and messages that we send you, via third party advertising networks, including search engines such as Google, and social media such as Facebook We use data from social networks and third party networks that notably relate to demographic means linked to areas of interest and context as well as your online activities, in an isolated or combined manner. After compiling these data with other information that we have provided to them, you will receive advertising messages suited to your interests.

INFORMATION THAT WE SHARE

We do not disclose the personal data that we collect regarding you, except in the following cases:
  1. within the L’Occitane group, meaning with our subsidiaries and the company that ultimately controls us ;
  1. with service providers that (i) provide services on our behalf or that help us with the maintenance and/or improvement of Our Internet Sites;(ii) provide  management of our loyalty program; (iii) assist  with the distribution, improvement and/or marketing of the products and services that we offer to you, including the entities that process orders and provide web hosting, information storage, suppliers of e-mail services, marketing services including direct marketing, research and analysis services, as well as tag management services such as Google Analytics and Adobe Analytics. For more information on these analysis services, please visit the sites:
https://support.google.com/analytics/answer/6004245
Google Analytics: https://support.google.com/analytics/answer/6004245?hl=fr
Adobe Analytics: http://www.adobe.com/fr/privacy.html 
  1. if you have formally expressed this possibility and have given your consent;
  1. if we are required to do so by the law;
  1. with law enforcement authorities, representatives of the government or other parties in response to a subpoena, warrant or order issued or made by a court or body with appropriate jurisdiction, or to comply with rules of court relating to the production of records;
  1. where the disclosure is necessary or appropriate in order to prevent physical damage, a financial loss or fraud potentially affecting you or us; to prevent or report illegal activity; to protect the property rights of any person, or the security of any person, including our own, or in application of our terms and conditions or any other agreement between us;
  1. as part of the sale of all or part of our company and its assets to a third party, or as part of a business reorganisation or restructuring (including dissolution or liquidation); and
  1. when you provide your consent for this in another manner, or ask us to share your information with third parties.
We can share aggregated and/or anonymous information that does not identify you, for our own commercial purposes or those of our partners, which notably includes the number of visitors to Our Internet Site and the number of clicks on our advertising and/or e-mails. 

TRANSFER OF YOUR PERSONAL DATA

The information regarding you and collected by us can be transferred, stored and processed in any country or territory in which one or more subsidiaries of our group or a service-providing third party, agent or business partner is located, including countries of the European Economic Area (EEA), Switzerland and the United States for the aforesaid purposes.
When we transfer your information to a country that does not offer a satisfactory degree of protection, we take the appropriate measures to ensure that an adequate security of your personal data exists.
You can obtain more information on these guarantees by contacting us by e-mail or postal mail, at the addresses shown in the “Contact us” section below.

INFORMATION ON THE RETENTION PERIOD

Unless indicated otherwise, we will store your personal data for the time strictly needed in order to carry out the aforementioned purposes, in accordance with applicable law. In some cases, we are required to retain data in order to fulfil our legal and administrative obligations. When we have no further need of the information, it is deleted from our systems or anonymized.

PROTECTION OF YOUR PERSONAL DATA

We undertake to implement appropriate technical and organisational measures in order to protect your personal data against accidental or involuntary destruction, accidental loss, alteration, or any unauthorised disclosure, access or usage.

SOCIAL NETWORKS AND CONTENT GENERATED BY USERS

Some of Our Internet Sites and applications enable users to post their own content. Please note that any content posted on our social network accounts can be seen by the public. You should therefore be vigilant with regard to posting certain personal data on these accounts, such as any financial data, your address or any health problems. We cannot be held liable for actions taken by other persons if you post personal data on one of our social network accounts.

YOUR RIGHTS

You have the right and possibility to access and correct the information in your online account as well as your preferences at any time, by signing in to your account and looking under “My Account”, or by contacting us as shown in the “Contact us” section of this Personal Data Protection Policy.
You can also ask us to exercise your right to withdraw from our distribution lists so as not to receive any direct marketing communications from us, as indicated in the “Contact us” section of this Personal Data Protection Policy or by following the “Unsubscribe” link or the withdrawal instructions provided in our communications.
It can take a few days to process your withdrawal request, and it is possible that you may continue receiving promotional or marketing e-mails or postal letters during this time. Your refusal to receive direct marketing messages does not prevent us from providing you with other types of non-promotional messages, such as e-mail confirmations of transactions.
If you wish to prevent the collection of your location and/or geolocation data, you can do so by changing the parameters of your device and/or using the following options:
a.      deactivate the localization services of specific applications for which you have accepted the collection of location or geolocation data for the purposes of targeted direct marketing;
b.      deactivate the localization services for all applications;
c.      turn off Bluetooth;
d.      Android: https://support.google.com/googleplay/answer/3405269?hl=en
e.      IOS: https://support.apple.com/en-ca
 
Where permitted by law, you can:
  • request access to the personal data that we have regarding you, and obtain a copy thereof; and
  • ask us to correct any data.
 
Where permitted by law, you can withdraw any consent that you had previously given or, at any time. We will then apply your preferences.
You can also provide instructions on the management of your personal data after your death. These instructions can be left directly with L’Occitane or with a third party instructed to provide them to us at the appropriate time.
You also have the right to submit a complaint to the applicable privacy commissioner.
You can also contact the L’Occitane Data Protection Officer (DPO) by e-mail at the following address: dpo@loccitane.com

LINKS TO THIRD PARTY SITES AND SERVICES

Our Internet Sites and applications can provide links to third party internet sites, applications and services other than the ones provided by L’Occitane. Please note that we do not approve and are not responsible for the processing of your personal data by these third party sites, even if we provide a link to these sites. These third parties may have their own personal data protection declarations or policies, and we strongly recommend that you read and review them. Our products and services can also be offered to you through third party platforms or other third party channels. We decline any and all liability regarding the personal data protection practices of such third party sites, applications or services that are not provided by L’Occitane.

MODIFICATION OF THE PERSONAL DATA PROTECTION POLICY

This Personal Data Protection Policy may be updated periodically in order to reflect changes to our practices relative to the processing of personal data. We will inform you of these changes, including their effective date. If you continue using Our Internet Site once these changes have taken effect, your continued usage of Our Internet Site will indicate that you have accepted these changes. 

CONTACT US

If you would like for us to access or correct the information that we have regarding you or your preferences, or if you wish to be removed from our distribution lists, to withdraw your consent, to object to the processing of your data, or if you have questions regarding the protection of your personal data, please contact us by e-mail at the following address: service@loccitane.ca
 
or by postal mail at the following address:
L’OCCITANE
CUSTOMER SERVICE
2700 Dufferin Street Suite 89
Toronto, ON M6B 4J3
 


If you provide us with your personal contact information to receive receipts via email, we may store the email address you provide. We use your email address to send you a receipt for your purchase, to send you promotional messages (subject to our legal obligations and your communication preferences), and to send you digital receipts for future purchases you make from us. Digital receipts may contain additional messages, offers, or links that may be of interest to you. For example, you may be able to submit feedback to us,  view your purchase history, visit our website, or take advantage of promotions.  Please contact us at service@loccitane.ca if you wish to opt out-of receiving digital receipts or change, update or otherwise correct your communication preferences.

 

Top



 

Payment Policy

L'Occitane offers returns or exchanges only on unopened full priced merchandise with original store receipt within 30 days of purchase. All sale items are final.

 

Gift Cards

 

Gift cards can be redeemed online, however, at the present time, they cannot be purchased online. Please contact our customer service department or visit one of our stores. 

 

Forms of Payment

 

L'Occitane website is pleased to accept the following credit cards as forms of payment:

  • Visa For Website
  • MasterCard
  • American Express

 

Sales Taxes

 

 

The applicable federal and provincial taxes will be added according to where the products are delivered.

Top


 

Security

We go to great lengths to keep your financial information private and safe. We use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. The SSL encrypts, or translates, your order information into a highly indecipherable code, which is processed immediately. All credit card transactions occur in a secure area of our site, to protect you from any loss, misuse or alteration of information collected. Your Credit Card number is not stored but sent directly to the payment Gateway.

 

When you have finished shopping and begin the checkout process, you will move into the secure area of our site. Once you've entered, the page address (URL) will change from http to https, to let you know you are in a secure area (the “s” at the end of http means you are in secure area). Also, a key or a closed lock will appear in the lower left hand corner of your screen to notify you of this change. You will remain in this secure zone for the entire checkout process.

 

Top


 

Returns Policy

L'Occitane Canada Return Policy


L’OCCITANE creates every product with care and passion. Should you choose to return a product, we will happily refund the original credit card or original debit card if returned to the store where it was purchased, within 30 days of purchase. Returns or exchanges of opened products are at the store manager’s discretion.

If you are returning an item that qualified for a gift(s) with purchase, please include the gift(s) with your return. If your return is missing its promotional gift(s), your account will be charged for the value of the gift(s).

Purchases made on L’Occitane website can be returned in store. Customers can also return by mail to: L’Occitane Returns, 2700 Dufferin Street, Toronto, ON M6B 4J3. Alternatively, you may email service@loccitane.ca or call 1-877-212-0238 (Monday to Friday, 9am - 2:30pm and 3:30pm - 6pm EST), in order to obtain a shipping label free of charge and instructions on how to return the package at your nearest Canada Post location. Products must be unopened and in sellable condition. The sale receipt or invoice is required with the returned items. Gently used items may be returned for store credit.

After 30 days, and up until 60 days after a purchase, a store credit, gift card or exchange will be issued for any unopened Merchandise in sellable condition. Merchandise may not be returned or exchanged more than 60 days after its purchase date. All items purchased on SALE are final and cannot be returned, exchanged or refunded in store or online. Return policy is only applicable for purchases made directly in a L’OCCITANE boutique in Canada or on ca.loccitane.com. All returns and exchanges must include the original receipt. Exchanges are not eligible for promotions. Items purchased with cash may only be exchanged or a store credit will be issued. There are no cash refunds.

A written copy of this policy can be provided upon request. L'OCCITANE reserves the right to modify its return, refund and exchange policy at any time, without notice. If you believe you were overcharged for an item, or have any other inquiries, you can contact our customer service via email at service@loccitane.ca or via phone: 1-877-212-0238 (Monday to Friday, 9am - 2:30pm and 3:30pm - 6pm EST).

 

Top


 

Shipping & Delivery

Free Standard Shipping on any $75. No promo code needed! Please note we may offer lower thresholds for free standard shipping during some promotional periods. Click here to read our promotions policy.

Orders containing certain items considered Hazardous Materials (HAZMAT) including aerosols and alcohol-based products (e.g., pressurized spray cans, hairspray, etc.) are required by the Canada Department of Transportation to be shipped by Ground-only transport and do not qualify for Xpresspost or Priority shipping options.

L'Occitane is proud to ship via Canada Post for all orders. However, some packages may be delivered by an alternative carrier, during special circumstances. For more information, please call our customer service department 1-877-212-0238.


Shipping Fees

Option

Rate

Delivery Time

Standard

$9.99*

Canada Post: 5-8 business days**

XpressPost

$15.99*

Canada Post: 5-3 business days** (no Hazmats)

Priority

$21.99*

Canada Post: 3-2 business days** (no Hazmats)


*prices before taxes
 
**The above mentioned delivery periods are approximations and do not guarantee delivery if there are challenging weather conditions. Services in parts of the country such as Yukon, Nunavut, and North West Terroritories may unfortunately not have guaranteed delivery on the dates above (if you are in any doubt or you have a special request please call1-877-212-0238 where our Customer Service team will be able to advise and may be able to offer alternative solutions). Once parcels have been picked-up by Canada Post, L'Occitane is not responsible for tracking the orders and is not responsible for damaged, lost or stolen.

 

PLEASE NOTE:

L'Occitane periodically will feature special offers and promotions to their clients. We do not offer adjustments for previously placed orders. We thank you for your understanding and we hope you will be able to take advantage of our offers the next time.

 

TRACKING ORDERS:

At time of processing at our warehouse, an automatic email is sent indicating the tracking number of your order. within 48 hours, you should be able to track your order online at https://www.canadapost.ca/cpotools/apps/track/personal/findByTrackNumber If you do not receive the order tracking number or your tracking number does not work after 72hrs of receiving your shipping confirmation, you may contact Customer Service. Please indicate your Name, Phone Number and Order Number.

 

Top


 

General

The foregoing Terms of Use govern all transactions between you and L’Occitane through our Websites and supersede all prior agreements and representations. Headings are for reference purposes only and in no way define or limit the scope of the section. The failure of L’Occitane to act with respect to a breach of the Terms of Use by you or others does not constitute a waiver and shall not limit L’Occitane’s rights with respect to such breach or any subsequent breaches. This Agreement shall be governed by the laws of the State of New York without regard to principles of conflict of laws, except for the Arbitration Agreement above, which shall be governed by the Federal Arbitration Act. The waiver of any provision of the Agreement shall not be considered a waiver of any other provision or of L’Occitane’s right to require strict observance of each of the terms herein. This Agreement constitutes the entire agreement between us relating to your use of the Websites.