eCommerce Policy

Terms and Conditions of L’Occitane

Welcome to L’occitane 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.

REGISTRATION OF ACCOUNT

For the purpose of using online shopping services provided by L’Occitane for purchasing products under L’Occitane (the brand name referred below as, “L’Occitane”) 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’s Privacy Policy on how we collect, use and disclose your personal data. L’Occitane 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.

MEMBERSHIP

Once you have successfully created an online account and you can start making purchases on the Site. You may receive 1 point or 1.5 points for every HK$150 spent on the purchase you made through the Site. The points would be added in your membership account around 5-7 working days after the transaction. For details of the membership, please refer to VIP Program. If you are already a subsisting member of L’Occitane, you may be able to check on your current membership balance of points earned from your previous purchases made at L’Occitane shops. Any new points earned from the online purchase will be added and accumulated to your existing membership balance. Therefore, the provision of the true and accurate information by you is extremely important in this regard. As a reminder, unless specified, all purchase offers and services are not applicable in online purchase.

AVAILABILITY OF CONTENT

L’Occitane reserves the right to amend or withdraw any content on the Site at any time without any notice. L’Occitane shall not be liable for any breakdown or temporary unavailability of the Site at any time and for any period for whatsoever reason(s).

TERMS OF SALE

By placing orders on the Site, you are (i) offering to purchase a product, (ii) representing that you are of legal age to form a binding contract, and (iii) representing that all information you provide to us in connection with such order is true and accurate and you are an authorized user of the payment method provided. The receipt by you of an order confirmation does not constitute our acceptance of an order or any promise concerning your offer. Any time after receiving your order we retain the sole and absolute right to accept, refuse, or modify any order request made by you. If your order is acceptable by us, a contract shall be deemed concluded when we send you an email to confirm that the goods under your order have been shipped from our shipping center.

PRODUCT DESCRIPTION

L’Occitane will endeavour to ensure that content and the product descriptions on the Site are as accurate and complete as possible. Despite our efforts, however, any content and/or product information on the Site may occasionally be inaccurate, incomplete or out-of-date. We therefore do not warrant the accuracy or completeness of the information of this Site. If you later feel that a purchased product does not match under the description in this Site, you may however consider returning the product subject to the Return Policy provided below.

PRICING

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 reserves the right to adjust its prices on the Site from time to time without any prior notice to you.

ITEM AVAILABILITY

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) 2899 4100 and we will be happy to assist you.

Order

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.

MAXIMUM PURCHASE POLICY

Our policy stipulates that the quantity of any single product item / set must not be greater than 30pcs/sets in any given order. If you have any queries, please Contact Us and we will be happy to provide assistance.

ORDER STATUS

The status of your most recent orders is available for checking on the Site. You may click on “Order Status” and login to your Account to view the status of your orders.

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.

CANCEL YOUR ORDER

Once we start processing your order, we regret that no change or cancellation can be made. If you would like to cancel an online order after placing it, please contact us by emailing to contact.cn-hk@loccitane.com. We may or may not cancel your order and our decision shall be final and conclusive.

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) 2899 4100 or via email contact.cn-hk@loccitane.com.

Return Policy

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.cn-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.cn-hk@loccitane.com .

FIND A MISSING PACKAGE

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。

Delivery

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.

Shipping days and schedules

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.

EVENTS OUTSIDE OF OUR CONTROL

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

PAYMENT

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.

GENERAL

The terms and conditions of L’Occitane 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 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 e-Commerce (including its Privacy Policy, Cookies Policy and The Term of Use).

Limitation of Liability

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

L’Occitane’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 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.

Indemnity

All activities undertaken under your account, whether by you or anyone else with or without your consent, are your sole responsibility. You agree to fully indemnify and hold us, L’Occitane (including its officers, directors, agents, affiliates and its parent company), harmless and free from and against all liabilities, claims, expenses, damages, costs and losses (including legal fees), arising from any breach of these terms and conditions by you. This includes the use of the Site by any other persons using your account caused by your action or inaction.

Enquiry

If you have any enquiry relating to any order you purchase on/through the Site, please contact us via email contact.cn-hk@loccitane.com or at (852) 2899 4100.

Jurisdiction

The terms and conditions of L’Occitane (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.