FREQUENTLY
ASKED QUESTIONS

Article Read Duration 15 min read

 

HOW DO I PLACE AN ORDER?

Choose the desired quantity and the shade/size if applicable, then click on "Add to Shopping Bag". You will checkout as a guest. Simply follows the screens through until you receive confirmation that the transaction has been accepted.

 

WHAT IS THE MAXIMUM QUANTITY AND AMOUNT THAT I CAN ORDER?

The number of identical articles is limited to 8 for the same order and over a one-month period.
La Roche-Posay is obliged to apply these limits for delivery and payment security reasons.

 

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

La Roche-Posay  accepts MasterCard, Visa, AMEX and for your convenience, we also accept PayPal and Afterpay as methods of payment. Credit Card, PayPal & Afterpay information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.

In the event your order is declined, La Roche-Posay will inform you of this event and refund any monies paid.

For AfterPay terms please see AfterPay terms.

 

CAN I USE A FOREIGN CREDIT CARD?

Consumers using foreign credit cards issued in China, Brazil, Canada, Germany, UK or US can place orders on this website provided that the Ship-To Address is in Australia. We do not accept credit cards issued from other countries.

 

CAN I SEND A GIFT TO A DIFFERENT ADDRESS?

You can select a different delivery address during checkout and complete with gift wrapping.

 

I HAVEN'T RECEIVED AN ORDER CONFIRMATION

This could be for 3 reasons:
- Your spam filters are too high, which means that our emails have been blocked a spam
- La Roche-Posay ([email protected]) has not added to your Address Book
- Your order has not been successfully submitted.

For further information, please email us [email protected] A La Roche-Posay representative will be happy to assist you.

 

HOW CAN I CANCEL OR CHANGE MY ORDER?

If you realise that you have made a mistake just after confirming your order on the website, contact La Roche-Posay Customer Services as soon as possible by emailing [email protected] so that they can assist you.

Please note that you cannot cancel your order if La Roche-Posay Customer Services inform you that it has already been processed.

 

MY PAYMENT HAS BEEN REJECTED

To protect your security and privacy, your bank can't provide La Roche-Posay with information about why your payment was declined. Because of this, you need to contact your bank directly to solve these payment issues.

 

HOW DO I TRACK MY ORDER?

When your order and payment are validated, La Roche-Posay sends an initial e-mail to confirm your order.

Then, once your order has been prepared and dispatched, you will also receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a tracking number.

You can use this tracking number to track your order via the Australia Post website. It may take up to 24 hours upon receiving your email for Australia Post to send a tracking status.

HOW DO I USE A PROMOTIONAL CODE?

If you have a La Roche-Posay promotional code, you can let us know at check-out before confirming your order in the input field "Promotional Code".

Once the code is entered, the offer will be directly applied to the amount of your shopping bag.

 

HOW DO I KNOW IF MY ORDER HAS BEEN TAKEN INTO ACCOUNT?

Once your order has been confirmed, you will be sent an order summary by e-mail. This contains the following information:
- Order number
- Order date
- Delivery and invoicing details
- List of items ordered
- Total amount of the order

If you do not receive this confirmation e-mail, (and you've checked your spam), it may be that your order has not been acknowledged.
To check your order status, please Contact Us by e-mail.

 

WHERE CAN I FIND LA ROCHE-POSAY PRODUCTS?

Visit our Authorised Retailers & Store Locator pages for exact information on where you can buy La Roche-Posay products.

 

HOW CAN I OBTAIN ADVICE ABOUT LA ROCHE-POSAY PRODUCTS?

You can visit the "Products" section, or by contacting La Roche-Posay Customer Services, Contact us here.

 

CAN I PURCHASE A PRODUCT THAT IS NO LONGER AVAILABLE IN SHOPS?

We know that your La Roche-Posay products are special to you and have been favourites for a long time. As La Roche-Posay is constantly looking to offer you innovative products, changes must sometimes be made to these cherished products so that they can be replaced with better, more effective formulas.

This means that on occasion, products you love may no longer be available. As a general rule, these products will also be no longer available for purchase online.

 

CAN YOU SEND SAMPLES OF YOUR PRODUCTS?

Yes! We offer 3 free samples at checkout when you place an order.

 

WHAT TYPES OF DELIVERY ARE OFFERED?

We currently offer standard Australia Post shipping to all locations within Australia

 

HOW MUCH DOES SHIPPING COST?

All orders ship FREE within Australia.

 

HOW LONG DOES SHIPPING TAKE?

Your orders are usually dispatched within 2 working days. You will receive an email notification from Australia Post when your order is shipped.

The following delivery timeframes apply:
- Sydney and Melbourne Metro: 2-3 working days after dispatch. Orders are dispatched within 2 days.
- Rest of Australia: 3-5 working days after dispatch. Orders are dispatched within 2 days.

*Delivery to remote areas may take longer. Please note we rely on Australia Post to provide delivery services so we cannot guarantee delivery times. 

 

CAN I SHIP AN ITEM INTERNATIONALLY?

Unfortunately La Roche-Posay Australia is only shipping to Australian locations at this time.

 

I HAVE NOT RECEIVED MY ORDER

We process orders Monday through Friday in the order in which they are received. If you want to track the shipment of your order, you can do so by clicking on the tracking number included in your shipping confirmation email. For Delivery delays, please contact Australia Post directly. If there is anything else we can assist with, please Contact Us.

 

WHAT IS THE PROCEDURE FOR RETURNS?

We are happy to offer a free return and a full refund on any product you've purchased from us within 30 days of the date of delivery (to the extent permitted at law). Items must be in original and unused condition. Any Gift With Purchase received with an order must also be returned for a full refund. We do not offer refunds simply for change of mind returns that are 30 days after delivery.

For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return. If you buy La Roche-Posay products from unauthorised retailers or other unauthorised sources, we regret that we cannot offer you our money-back guarantee or otherwise assist you with any problems that you may encounter. Discover our list of Authorised Retailers here.

If you should need further information regarding the return of any La Roche-Posay products, please do not hesitate to Contact Us.

 

I HAVE MISSING OR DAMAGED PRODUCTS IN MY ORDER

If your order is missing a product, contains a damaged item, or other concern, please Contact Us. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.

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