Terms & Conditions
- Promotional Codes
- Payment Policy
- Returns, Refunds & Exchanges
- Shipping & Delivery
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
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.
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.
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.
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.
- Collection of your personal data
- Use of the data that we collect
- Information that we share
- Transfer of your personal data
- Information on the retention period
- Protection of your personal data
- Social networks and content generated by users
- Your rights
- Links to third party sites and services
- Modification of the personal data protection policy
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.
|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.|
- within the L’Occitane group, meaning with our subsidiaries and the company that ultimately controls us ;
- 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:
Google Analytics: https://support.google.com/analytics/answer/6004245?hl=fr
Adobe Analytics: http://www.adobe.com/fr/privacy.html
- if you have formally expressed this possibility and have given your consent;
- if we are required to do so by the law;
- 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;
- 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;
- 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
- when you provide your consent for this in another manner, or ask us to share your information with third parties.
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.
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: firstname.lastname@example.org email@example.com
or by postal mail at the following address:
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 firstname.lastname@example.org if you wish to opt out-of receiving digital receipts or change, update or otherwise correct your communication preferences.
This charter explains the policy of L’Occitane Canada Corp, the registered office of which is at 2700 Dufferin Street Suite 89
Toronto, ON M6B 4J3 (hereinafter “L’Occitane”), with regard to cookies on the L’Occitane site that can be accessed:
- by Internet at the address loccitane.com or
- by means of a mobile application on Iphone, Android and other smartphones / tablets;
collectively referred to below as the “Site”.
When you connect to the Site, and subject to your configuration choices for the browser that you use at the time of your first visit to the site, various text files known as “cookies”, or similar technologies of the “Web tags” type, may be automatically installed and temporarily retained (maximum 13 months) within your device’s memory or hard disks, in order to ensure that you have the best possible experience on our Site, and so that we can propose adapted offers and services. These cookies are placed after you have given your consent or when you continue your browsing on the Site, notably by clicking on an element or by moving to another page.
This charter is intended to provide you with all necessary information regarding the cookies used on our Site, and the means available to you in order to manage them according to your preferences.
For more information on the processing of your personal data by the sites operated by L’Occitane, we ask you to consult the L’Occitane Personal Data Protection Policy, available at the following address [link to be inserted].
1. Information on the Site’s cookies
A. Strictly necessary and functional cookies
These cookies are essential in order to browse on the Site while benefiting from all of its functionalities (adjusting to the web surfer’s operating system, display…).
These cookies notably enable us:
- to adapt the presentation of our site to your device’s display preferences (display resolution, operating system employed, etc.) during your visits to our Site, according to the display or reading hardware and software used by your device;
- to implement security measures, for example when you are asked to once again connect to specific content or to a service after a certain period of time;
- to record certain of your choices (language, user identifier, country…) in order to make browsing easier and also to enable us to save information relative to the forms that you fill out on our Site (registration or access to your account) or to products, services or information that you have selected on our Site (subscribed service, content of an order basket, etc.).
Certain storage cookies notably allow you to access reserved and personal spaces on our Site, such as your account, thanks to identifiers or data that you may previously have provided to us;
If you configure your browser such as to refuse these cookies, certain of the Site’s services will not be provided in an optimal manner, or may not be available at all.
B. Traffic and performance cookies
These cookies are intended to help us to improve the Site’s comfort and usage quality, by helping us to understand how users interact with our websites (most visited pages, applications used…).
These cookies notably enable us to prepare statistics and to assess the traffic and usage volumes of the various elements comprising our Site (visited headings and content, itinerary, etc.); this enables us to improve the interest value and ergonomics of our services.
C. Targeted advertising cookies
These cookies enable us to propose targeted advertising content on the basis of your areas of interest, products and services that you have consulted on our Site, your browsing and the history of our relations.
D. Cookies coming from social networks
Cookies may be saved by third parties when you visit our Site, and notably if you use the social networking functions on our Site. These cookies enable you to let other people know about the content of our Site, and your opinion of it. This is the case of the “Share” or “Like” buttons for “Facebook”, “Twitter”, “LinkedIn”, “Viadeo”, etc. When you decide to use these buttons, and in general when you visit our Site while remaining connected to a social network, these social network cookies may provide these social networks with information regarding your browsing on our Site, with this information then potentially being used by the social networks for commercial and/or advertising purposes. We recommend that you carefully read the general terms and policies of the social networks with regard to privacy protection and cookies, in order to be fully informed relative to these cookies.
L’Occitane can in no way be held liable for the management of your personal data by these social networks. L’Occitane therefore bears no liability in any manner.
The cookies indicated above (sections 1A to 1D) are retained for a maximum period of 13 months.
2. Management of cookies
As the configuration of each browser is different, we suggest that you check your browser’s help menu:
For Chrome TM: https://support.google.com/chrome/bin/answer.py?hl=fr&hlrm=en&answer=95647
For Safari TM: https://support.apple.com/kb/HT1677?viewlocale=fr_FR
For Firefox TM: https://support.mozilla.org/fr/kb/activer-desactiver-cookies?redirectlocale=fr&redirectslug=Activer+et+d%C3%A9sactiver+les+cookies
For Internet Explorer™: https://windows.microsoft.com/fr-FR/windows-vista/Block-or-allow-cookies
3. Usage of the data collected via cookies
L’Occitane will not transfer or sell the data collected via cookies to non-affiliated or non-partner third parties unless L’Occitane has informed you of this beforehand in its communications, agreements or through information available on the Site, or that you have formally given your consent, or if required by law.
4. Modification of the Cookies Charter
This Cookies Charter can be updated periodically in order to reflect changes to our practices relative to cookies. We will inform you of these changes, including their effective date. If you continue using the Site once these changes have taken effect, your continued usage of the Site will indicate that you have accepted these changes. However, if the changes are such that your consent must be obtained once again, we will inform you of these changes and request your consent for this purpose.
5. Contact us
If you have any questions and/or would like additional information regarding cookies, you can contact L’Occitane by e-mail at the following address: email@example.com or by postal mail at the following address: 700 Dufferin Street Suite 89
Toronto, ON M6B 4J3.
Payment PolicyL'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 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
- American Express
The applicable federal and provincial taxes will be added according to where the products are delivered.
SecurityWe 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.
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 firstname.lastname@example.org 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 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 email@example.com or via phone: 1-877-212-0238 (Monday to Friday, 9am - 2:30pm and 3:30pm - 6pm EST).
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.
Canada Post: 5-8 business days**
Canada Post: 5-3 business days** (no Hazmats)
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.
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.
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.