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

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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.

 

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Privacy Policy

The customer information that we have in our database is reserved for internal use only, we do not sell or hand out this information to anybody, meaning that we keep that information confidential. This information is only needed in order to get to know you better and to find ways to improve our service quality. Furthermore, we only save data to the extent that it is technically and commercially necessary.

 

It is understood that legal entities of the L’Occitane Group as well as other authorized third parties might save data for operational reasons. This includes that we might use a third-party service provider to serve advertisements on our behalf across the Internet and sometimes on this site. We (including the aforementioned service provider) may collect anonymous information about your visits to our website, and your interaction with our products and services. We might also use information about your visits to this and other websites to target advertisements for goods and services. This anonymous information is collected through the use of a pixel tag, which is industry standard technology used by most major websites. No personally identifiable information is collected or used in this process. They do not know the name, phone number, address, email address, or any personally identifying information about the user. If you would like more information about this practice, and to know your choices about not having this anonymous information used by our third party service provider, please do not hesitate to contact us at service@loccitane.ca because you have a right to get information on the use of your data for free.

 

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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.

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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.

 

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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).

 

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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.

 

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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.