Terms & Conditions

• Introduction
• Consent
• Promotional Codes
• Pro Micro Skin Analysis
• Privacy Policy
• Cookie Policy
• Payment Policy
• Security
• Returns Policy
• Product Testimonials
• VIP and Elite Policy
• Shipping & Delivery
• General

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 loccitane.com/en-ca or any L’Occitane-owned or affiliated Internet sites, including but not limited to erborian.com and 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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Pro Micro Skin Analysis Terms and Conditions and Consent

We value your privacy as much as your skin. If you want to experience the PRO MICRO SKIN ANALYSIS, you must be at least 18 years old. As the analysis involves a scan of your skin attributes and will be associated with your name, we are informing you in advance that the analysis will quickly collect and process your personal information. This collected information will be used to provide you with applicable product recommendations. If you want to receive a PRO MICRO SKIN ANALYSIS, please review and indicate your acceptance of the Terms and Conditions.

Terms and Conditions

These Terms and Conditions apply to our use of your personal information that you provide and that we collect from you during the PRO MICRO SKIN ANALYSIS session. These terms and conditions are in addition to those set forth in L’Occitane’s Privacy Policy

You understand and agree that the PRO MICRO SKIN ANALYSIS will involve the collection and processing of your personal information, including photographic images of your skin and the physical collection and assessment of sebum. We will not retain or store the information collected from you, and the images and physical specimens will not be used for identification purposes . At your request, the store associate will email you the list of recommended products if you are opted in to receive marketing emails from L’Occitane. If you request the store associate email you the list of recommended products, the product recommendations will be stored and associated with your account.

During the PRO MICRO SKIN ANALYSIS, the associate will use the Magnifying Skin Scanner to capture images in order to analyze attributes of your face’s skin condition and collect sebum from your face using a paper strip. The images and sebum specimen will then be compared to an aggregated and anonymized database of others in your age range to provide a detailed assessment of your skin’s attributes. Based on the results, we will provide you with product recommendations suitable for your skin.

You may have the right to request deletion of data about you at any time. Please refer to our Privacy Policy for how to submit such a request.

To receive a PRO MICRO SKIN ANALYSIS, your consent to these terms and conditions is required in advance. By proceeding with the PRO MICRO SKIN ANALYSIS session, you understand, agree to and accept the above terms and conditions and provide your consent to L’Occitane to collect and process your personal information for the purposes of preparing and providing you with a personalized skin assessment and product recommendations based on the assessment. In addition, to participate in the PRO MICRO SKIN ANALYSIS session, you also agree to and accept the L’Occitane Privacy Policy and Terms and Conditions, including the mandatory arbitration requirement. L’Occitane may periodically update these terms and conditions.

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Privacy Policy

PERSONAL INFORMATION
Personal Information Protection Policy

The entity responsible for processing your personal information collected from our Internet site, which can be accessed at https://www.loccitane.com/en-ca/  and our applications (collectively “Our Site”), from our stores and as part of events or when you use our services, and under the conditions described in this Personal Information Protection Policy is L’Occitane Inc, with a registered office at 111 West 33rd Street , 20th Floor New York, NY 10120. For the processing of personal information in the context of online and offline sales as well as for the shipment of L'Occitane products and the fight against fraud, however, L'Occitane Canada Corp, whose registered office is located at 2700 Dufferin Street Suite 89 Toronto, ON M6B 4J3, is the data controller. In this Personal Information Protection Policy, "L'Occitane", "we" “us” or "our” refers to L’Occitane Inc and/or L'Occitane Canada Corp, depending on the processing activities in question.  

Our collection of your personal information complies with Canadian law applicable to data protection. 

 
This Personal Information Protection Policy, together with the Cookie Policy, applies to the personal information that we collect when you use Our Site and our application or when we collect your personal information when you use our services. It describes the types of personal information that we collect from you and explains how we use and share your personal information, as well as the choices available to our consumers regarding our use of personal information. It also describes the measures that we take in order to protect the security of your personal information, and how you can contact us regarding our personal information protection practices. Please carefully read this Personal Information Protection Policy. By submitting personal information to us, you accept the terms of this Personal Information Protection Policy, and consent to our use, collection, sharing and retention of your personal information as described in this Personal Information Protection Policy. If you do not agree to any provisions in this Personal Information Protection Policy, you should not disclose any Personal Information to us.  

If you do not wish your personal information to be used in the manner described in this Personal Information Protection Policy, it is possible that we may be unable to respond to some of your requests. 

 
Please regularly review this Personal Information 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 information. 

Topics addressed

• Collection of your personal information 
• Use of the personal information that we collect
• Personal information that we share
• Transfer of your personal information
• Information on the retention period
• Protection of your personal information
• Social networks and content generated by users
• Your rights
• Links to third party sites and services
• Modification of the personal information protection policy
• Contact us
  
   

COLLECTION OF YOUR PERSONAL INFORMATION
 

We may collect your personal information 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 information 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 information (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)     Information 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)      Information that we can obtain from suppliers of external services.
 
Also, as explained in our Cookies Charter, we may collect certain information 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 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 information relating to you, such as your interactions with these functions, while tracing your online activity. This information is collected directly by these third party suppliers (in addition to the information collected by us) and are subject to separate privacy and/or data protection policies. L’Occitane shall not be held liable for the personal information 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 Information Protection Policy.

We do not knowingly collect information from children or other persons who are under 16 years old. If you are a minor under 16 years old, please do not provide us with any personal information without the express consent of a parent or guardian. If you are a parent or guardian and you know that your children have provided us with personal information without your consent, please contact the L’Occitane Data Protection Officer (DPO) by using the contact details set out in the “Contact us” section below. If we learn that we have collected personal information from children under 16 years of age without verification of parental consent, we will take steps to remove that information from our servers. 

If, at any time, you provide us with personal information or other information about someone other than yourself, you warrant to us that you have that person’s consent to provide such information for the purpose specified and for us to treat such information in accordance with this Personal Information Protection Policy. 

USE OF THE PERSONAL INFORMATION THAT WE COLLECT
 

PERSONAL INFORMATION THAT WE SHARE

We do not disclose the personal information 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 ;

2. 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 

3. when you ask us to share your personal information with third parties;

4. if we are required to do so by the law;

5. 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;
6. when sharing is necessary or appropriate in order to prevent physical damage, a financial loss or fraud potentially affecting you or us;
7. 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); 

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 Site and the number of clicks on our advertising and/or e-mails. 

TRANSFER OF YOUR PERSONAL INFORMATION

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 INFORMATION

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 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 information 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 Information 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 Information 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 information that we have regarding you, and obtain a copy thereof; and
• ask us to correct any personal information regarding you

 
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 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 INFORMATION PROTECTION POLICY

This Personal Information Protection Policy may be updated periodically in order to reflect changes to our practices relative to the processing of personal information. We will inform you of these changes, including their effective date. If you continue using Our Site once these changes have taken effect, your continued usage of Our 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 information, please contact L'Occitane Data Protection Officer (DPO) by e-mail at the following address: dpo@loccitane.com
 
or by postal mail at the following address:
L’OCCITANE
CUSTOMER SERVICE
2700 Dufferin Street Suite 89
Toronto, ON M6B 4J3
 

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 COOKIE POLICY

This Cookie Policy explains the practices of L’Occitane Inc, the registered office of which is at 111 West 33rd Street , 20th Floor New York, NY 10120  
(hereinafter “L’Occitane”, “we”, “us” or “our”), refers to L’Occitane Inc and/or L'Occitane Canada Corp, depending on the processing activities in question, 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.  Our Website and Services are not directed to children under the age of sixteen (16), and we do not knowingly collect Personal Information from children under the age of 16. We do not sell consumer Personal Information. Please contact us if you believe we may have collected information from your child through our Website or mobile services and we will work to delete it. For more information on the processing of your personal information by the Site, we ask you to consult the L’Occitane Personal Information Protection Policy, available at the following address Personal Information Protection Policy  

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…). They also allow us to facilitate your navigation by indicating your last searches on the site.
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 

You can at any time, authorise, limit or block cookies by configuring your Internet browser (Internet Explorer TM, Firefox TM, Safari TM, Google Chrome TM, Opera TM…) as indicated below. Please note that any settings that you may change could modify your Internet browsing and your conditions for accessing certain services that require the use 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

For Opera TM: http://help.opera.com/Windows/10.20/fr/cookies.html “Flash”© cookies from “Adobe Flash Player” TM “Adobe Flash Player” TM is a computer application that is used for the development of dynamic content using the “Flash” computer language. Flash (and applications of the same type) record the parameters, preferences and usage of such content by means of technology that is similar to cookies. However, “Adobe Flash Player” TM manages such information and your choices via a different interface than the one provided by your web browser. If your device is likely to display content developed using the Flash language, we suggest that you access your tools for managing Flash cookies directly on the website https://www.adobe.com/fr/. If you block the use of cookies on your device, or if you delete any that have already been placed, you will no longer be able to use certain functionalities that may nevertheless be necessary in order to browse within certain areas on our Site. This would be the case if you tried to access content or services that require you to identify yourself. This would also be the case when we – or our service providers – are unable to determine, for reasons of technical compatibility, the type of browser used by your device, its language and display parameters, or the country from which your device seems to be connected to the Internet. As relevant, we decline all liability for consequences linked to the degraded operation of our services in the event that it is impossible to record or consult the cookies needed for their operation, and that you may have blocked or deleted.

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 Policy
 
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: contact.en-ca@loccitane.com

or by postal mail at the following address:
L’OCCITANE
CUSTOMER SERVICE
2700 Dufferin Street Suite 89
Toronto, ON M6B 4J3
 

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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

Last updated: 07/30/2024

L’OCCITANE creates every product with care and passion. Should you choose to return a product within 30 days of purchase, we will happily refund the purchase price to the original form of payment, except cash. Items purchased with cash, may only be exchanged or a store credit will be issued. There are no cash refunds.  All returns and exchanges must include the original receipt.

There are 3 easy ways to return merchandise, gently used products may be returned at L'OCCITANE's sole discretion.

1. You can create an online return on your account via order history or click here . You may also access the Digital Self Service option link on your order confirmation email.
2. Return to any L’OCCITANE boutique in CANADA. Find your nearest boutique: https://www.loccitane.com/en-ca/boutique-locator. Products that have been gently used can be returned in store at the manager's discretion only. 
3. Return by mail by contacting our dedicated Customer Care team toll free at 1-877-212-0238 (Monday to Friday, 9am - 1pm / 1:30pm - 11pm EST), or contact.en-ca@loccitane.com. Please have ready your order number to initiate the return process. Refunds will be issued once the returned items are received at the L’OCCITANE warehouse, and can take up to 2-3 weeks to process. A shipping fee of $9.50 will be deducted from your refund.

If your order is eligible for a promotional offer that reduces the purchase price of any products or the price of the overall order or includes any gift with purchase (“GWP”) and you subsequently return some portion of the order so that the order no longer qualifies for the promotional offer (including free shipping) or GWP, the GWP must be returned with merchandise submitted for a refund, and. L’OCCITANE reserves the right in its sole discretion to reduce the refund by the retail value of the unreturned GWP and/or by the additional amount the order would have cost, including shipping, if the order no longer qualifies for the promotional offer or free shipping. Exchanges are not eligible for any past or current promotions.

Any items purchased on SALE are final and cannot be returned, exchanged or refunded in store or by mail regardless of purchase date.

L'Occitane en Provence does not offer back-ordering. If an item is out of stock from your order, you can reach out to our Customer Care Team at 1-877-212-0238 for more information. We apologize for the inconvenience.

Only applicable for purchases made in a L’OCCITANE boutique in CANADA or on https://www.loccitane.com/en-ca/.

If you believe you were overcharged for an item, notify a store associate or call toll free 1-877-212-0238, and we will refund any difference between the price charged and correct retail price. 

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.

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Product Testimonials

L’Occitane welcomes feedback on your experience with our merchandise. We will publish on our Website both positive and negative comments, so long as the comments, reviews or testimonials (collectively, “Testimonials”) are accurate, constructive and not misleading. If you submit Testimonials that we do not publish on our Website, our customer service department may contact you in order to improve our product quality and service. We also reserve the right to edit all Testimonials for length, spelling, grammar, or for any other reason in our sole discretion so long as the meaning of the Testimonial is not materially altered. By submitting a Testimonial to L’Occitane, you hereby grant to L’Occitane the unrestricted right to use your Testimonial in perpetuity, through any and all media formats and media channels now known or hereinafter developed, and third party sites, without compensation. Furthermore, you hereby grant L'Occitane to identify the source of the Testimonial by indicating your first name, last initial, city and/or state. Thank you for taking the time to share your thoughts with other L’Occitane customers.

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VIP & Elite Policy

If you register for the L'Occitane VIP Program, all personal information you provide will be used in accordance with our privacy policy available on ca.loccitane.com, and you agree to be bound thereby. By registering for the L'OCCITANE VIP Program, you also authorize us to contact you by mail, email, telephone, or text with promotional communications, and you may opt out of any method at any time by speaking to a Beauty Advisor or calling toll free 1-877-212-0238. Information that you provide to enroll in the L'OCCITANE VIP program will be used in accordance with our privacy policy available here. 

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Shipping & Delivery

Free Standard Shipping on any $49. 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.

*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 and the courts of the province of Ontario, and by the applicable laws of Canada. The user is also responsible for complying with these laws. 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.