We're with you all the way.While we are not currently experiencing any shipment delays from our warehouse, during this exceptionally busy time for online shopping, Australia Post are seeing a large uplift in parcels processing through their network. This may result in some delays in the updating of online tracking information (up to a 24 hour delay) and delivery delays. For further information regarding Australia Post please see here for updates. You will receive an automated email once your order has been shipped. Please check your junk or SPAM email folder for notification details. If the matter is urgent please call our care and service teams. For order and product enquiries: 1300 651 991.
SHIPPING METHODS & RATES
● Free standard shipping applies to orders that are $50 and over.
● Standard shipping is $9.95 for orders under $50.
● Express shipping is $12.95 when available.
*Delivery of orders to remote areas or high order volumes may take longer than expected.
ORDER STATUS & TRACKING
If you want to track the shipment of your order, you can do so by clicking on the tracking number included with your shipping confirmation email.
Once received you can access the tracking service here.
For any questions about your order, please Contact Us ([email protected]) and we would be happy to assist you.
CHANGE OR CANCEL AN EXISTING ORDER
If you need to change an order you have already placed, please contact a La Roche-Posay Customer Service Representative at [email protected] laroche-posay.com.au with the subject "My Order". To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your needs. Please note if the order has already been processed, we will be unable to change or cancel it.
We do not ship outside of Australia at this time.
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). Once a return authority number has been provided to you by one of our La Roche Posay customer service representatives, you must ensure the parcel is returned to us within 30 days to qualify for a full refund.
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.
ALLERGIC REACTION RETURNS
In the rare case of an allergic reaction, we will accept the return of your product.
To the extent permitted at law, please provide us with a photo of the reaction and proof of purchase when requesting a return of the product. We request that the product be no more than 15% used and purchased within the last twelve months.
DAMAGED PRODUCTS / INCORRECT ORDER
If you receive your order with faulty products, please Contact Us ([email protected]) with a detailed description and photo of the product in question.
All contact for allergic reactions, damaged goods, incorrect orders and faulty products should be made to [email protected]
If you have purchased products online from the La Roche-Posay website, you may return them by Australia Post. If you have purchased La Roche-Posay products from a retail store, please return them to that store.
We respectfully request that you include a copy of the sales receipt as proof of purchase with any returned products. If you have purchased La Roche-Posay products from an unauthorised retailer or other unauthorised source, we regret that we cannot assist you with any problems you may encounter.
If you should need further information regarding the return of any La Roche-Posay products, please do not hesitate to Contact Us ([email protected])- it would be our pleasure to assist you however possible.
REPORT A PROBLEM WITH YOUR ORDER
If your order is missing a product or you have any other concerns, please Contact Us ([email protected]). To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concerns as efficiently as possible.