eCommerce Policy

Welcome to L’OCCITANE EN PROVENCE e-Commerce. Our goal is to bring you a simple, convenient and secure shopping experience.

Please note that the Terms and Conditions under this eCommerce Policy apply solely to purchases within hk.loccitane.com and have no legal effect in sales transactions via other channels including our physical stores within and outside Hong Kong, except as expressly stated otherwise herein.

For the purpose of using online shopping services provided by L’OCCITANE EN PROVENCE for purchasing products under L’OCCITANE EN PROVENCE (the brand name referred below as, “L’OCCITANE EN PROVENCE”) on hk.loccitane.com (the “Site”), you will need to register an account. In doing so and in your access and use of the Site, you agree to (where necessary) provide us with accurate, updated, and complete information of yourself in all respects for such purpose. By registering the online account, you fully agree to the Terms and Conditions of this page, Cookies Policy and the Terms of Use. You further consent to L’OCCITANE EN PROVENCE’s Privacy Policy on how we collect, use and disclose your personal data. L’OCCITANE EN PROVENCE is committed to complying with the requirements under the Personal Data (Privacy) Ordinance, Chapter 486 of the laws of Hong Kong.

Generally, we would not ask you for your account’s password either in written format (via email or otherwise), in person or on the phone. In using the Site, you are responsible for: (i) safeguarding any passwords associated with your use of the account and our Services, and (ii) all use of our Services under your account. Please take reasonable care in protecting access to your account from any unauthorized use. If you become aware of or suspect any unauthorized use of your account or suspect any other security incident related to your account, please Contact Us immediately.

Prices are shown on the Site in Hong Kong Dollars (HK$) only.

The prices of the products will be as stipulated on the Site except in the case of obvious error. Although we make every effort to ensure that all prices appearing on the Site are accurate, errors may occur and we reserve our right to rectify them. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of confirming your order at the correct price or cancelling it. If we are unable to reach you, the order will be deemed cancelled.

For the avoidance of doubt, L’OCCITANE EN PROVENCE reserves the right to adjust its prices on the Site from time to time without any prior notice to you.  

TEMPORARILY OUT OF STOCK/BACKORDERED ITEMS

In case an item of your choice is temporarily out of stock when you are placing your order, we will notify you via email with information on the anticipated shipment date of the backordered item. Backordered items are generally shipped as soon as they are available. If for any reason you wish to cancel a backordered item, please get in touch with us by phone at (852) 5814 0240 and we will be happy to assist you.

From now till 13 July, 2025, Spend $1000 net and get 10% Off, Spend $1200 net and get 12% Off, Spend $1380 net and get 20% Off (Exclude sets and hand creams)

Spend $1280 net and get a complimentary Almond & Rose Body Care Travel Set ; Spend $1580 net and get a complimentary 12pcs Head-to-Toe Travel set.

All gifts with purchase are subject to change without notice. Substitutions will be given when a gift is out of stock and is subject to change without prior notice.

The offer cannot be applied with other cash coupon offers, cash discount, Cash Certificate and SPA certificate. Shopping and SPA certificate are excluded to Shopping privilege offer. Not Applicable in L’Occitane boutiques/Counters/Duty Free Shops.

Delivery maybe delayed due to large quantity of orders during promotion period.

L’OCCITANE EN PROVENCE reserves the final rights of final decision in case of any disputes.​​​

From now till 20 July, 2025, Buy any 3pcs of hand creams at our offical website get 15% off​​

All gifts with purchase are subject to change without notice. Substitutions will be given when a gift is out of stock and is subject to change without prior notice.

The offer cannot be applied with other cash coupon offers, cash discount, Cash Certificate and SPA certificate. Shopping and SPA certificate are excluded to Shopping privilege offer. Not Applicable in L’Occitane boutiques/Counters/Duty Free Shops.

Delivery maybe delayed due to large quantity of orders during promotion period.

L’OCCITANE EN PROVENCE reserves the final rights of final decision in case of any disputes.​​​

New registered member can enjoy 15% off* on first purchase $500 with promo code 【NEW15】

*Not applicable on Immortelle Reset Eye Serum, Immortelle Reset Serum 30ml, Immortelle Reset Serum 50ml, Sets, Shopping and SPA Certificate. Cannot be used with shopping privileges and other discount promotion

PROCESS

• Orders are processed and shipped on business days only (Monday through Friday, excluding Saturdays, Sundays and any Public Holidays).
• Orders placed on Saturdays, Sundays or any Public Holidays will be processed the following business day
• Standard Delivery orders are processed within 3 - 4 business days.
• Orders are shipped to areas within Hong Kong and Macau only.
• At the moment, we are unable to accept orders to be shipped to addresses outside Hong Kong and Macau.
• We will try our most commercially reasonable effort to meet the estimated processing time as above but we cannot guarantee that such estimate can be met and we shall not be liable for any delay.

If you wish to track your order via the carrier's website, simply click on the tracking number next to the specific order to view the delivery status of your purchase.

*Please note: For some carriers, it may take up to 24 business hours for the tracking information to be made available after the order has been shipped.

  Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are:

• Unavailability of item(s) Difficulty in processing your payment information
• Cannot ship to the address provided
• A duplicate order was placed
• Upon customer request
• Purchase limits have been exceeded

If your order is cancelled, we will notify you of the cancellation by means of email notification and arrange a refund accordingly. If you have any queries about a cancelled order, please contact us at (852) 58140240 or via email contact.en-hk@loccitane.com.

Refund Arrangement

Refunds will be issued using the same payment method used when placing your order. We do not offer cash refunds. Shipping fees or gift wrapping charges are also non-refundable.

Please note that refunds may take 6-10 weeks to process, depending on the processing time of the payment method provider. The time it takes for the refund to appear in your account depends on the issuing bank. Please contact your issuing bank for details.

Once we start processing your order, we regret that no change or cancellation can be made. If you have any enquiry about your order, please contact us by emailing to contact.en-hk@loccitane.com . And the delivery arrangement would be postponed accordingly. Refund can only be granted within 30 days only in case of negative skin reactions (with medical certificate or photos) and then please contact customer service contact.en-hk@loccitane.com .

In the unfortunate event that you cannot locate the package when the tracking information confirms delivery, we suggest you

1.Check with neighbours and family members

2.Look around the delivery location

3.Contact Us。 

Unless otherwise mentioned (e.g. specifically listed promotions on the website), the following delivery policy is applicable to orders made on the Site.

• Complimentary standard shipping for each purchase of HK$500 or above
• A delivery fee of HK$30 for standard shipping of any order below HK$500
• Complimentary express shipping for each purchase of HK$500 or above
• A delivery fee of HK$30 for express shipping of any order below HK$500
• Standard Delivery Service is offered to delivery addresses of Hong Kong and Macau only.
• Express Delivery Service is offered to delivery addresses of Hong Kong only.

• We will try our most commercially reasonable effort to meet the estimated delivery time set out in below but we cannot guarantee that such estimate can be met and shall not be liable for any delay.
• Your parcel will be ready for shipping in 2-3 business days upon confirmation of payment. This is for reference only as the actual situation might vary depending on stock availability.
• Under normal circumstances, you will be able to receive your order in 3-4 business days after the parcel is ready. Please allow extra time for delivery to remote areas. It could take 5-7 business days for the parcel to arrive at the shipping address.
• If you would like to change delivery address, it takes 3 more working days for logistic re-arrangement.
• Delivery service is not available on Sundays & Public Holidays.
• During public holidays, you will be able to receive your order in 5-7 business days after the parcel is ready; while it takes 7-9 business days for delivery to remote areas.

L’OCCITANE EN PROVENCE shall not be liable or responsible for any failure to perform, or delay in performance of, any of L’OCCITANE EN PROVENCE’s obligations under a contract that is caused by events outside L’OCCITANE EN PROVENCE’s reasonable control.

Such an event includes any act, event, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

1. Strikes, lock-outs or other industrial action

2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether war declared or not) or threat or preparation for war.

3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster

4. Delay caused by any third party in the use of railways, shipping, aircraft, motor transport, or other means of public or private transport

5. Delay or any disruption of services due to the use of public or private telecommunication networks

6. The acts, decrees, legislation, regulations or restrictions of any government.

L’Occitane’s performance under any contract is deemed to be suspended for the period that the abovementioned event continues, and L’Occitane will have an extension of time for performance for the duration of that period.

We accept payments made by:

• Visa
• MasterCard
• American Express
• China Pay
• Alipay HK

For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

The terms and conditions of L’OCCITANE EN PROVENCE e-Commerce shall be read together with the Privacy Policy, Cookies Policy and the Terms of Use. It is your responsibility to read, understand and comply with these terms and condition during your access and use of the Site. L’OCCITANE EN PROVENCE reserves the right to make changes to the Site or any part of these terms and conditions at any time without any notice to you. Please visit this page from time to time to check for any updates or changes to any part of the terms and conditions of L’OCCITANE EN PROVENCE e-Commerce (including its Privacy Policy, Cookies Policy and The Term of Use).

L’OCCITANE EN PROVENCE warrants that any product(s) purchased from us through the Site is of reasonable quality.

L’OCCITANE EN PROVENCE’s liability in connection with any product(s) purchased through the Site is strictly limited to the purchase price of the Product(s). L’OCCITANE EN PROVENCE accepts no liability for any loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence) breach of contract or otherwise, even if foreseeable.

If you have any enquiry relating to any order you purchase on/through the Site, please contact us via email contact.en-hk@loccitane.com or at (852) 5814 0240.

The terms and conditions of L’OCCITANE EN PROVENCE (Hong Kong) e-Commerce, together with the Terms of Use, Cookies Policy and Privacy Policy, are governed by and construed in accordance with the laws of Hong Kong. The courts of Hong Kong shall have the exclusive jurisdiction in the event of any dispute or claim arising out of or in connection with the terms and conditions herein.