Terms and Conditions of L’Occitane

Terms and Conditions of L’Occitane

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.

REGISTRATION OF ACCOUNT

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.

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 to 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 EN PROVENCE, you may be able to check on your current membership balance of points earned from your previous purchases made at L’OCCITANE EN PROVENCE shops. Any new points earned from the online purchase will be added and accumulated to your existing membership balance. Therefore, the provision of 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 to online purchases.

AVAILABILITY OF CONTENT

L’OCCITANE EN PROVENCE reserves the right to amend or withdraw any content on the Site at any time without any notice. L’OCCITANE EN PROVENCE 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 EN PROVENCE will endeavour to ensure that the 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 on this Site. If you later feel that a purchased product does not match the description on 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 EN PROVENCE 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) 5814 0240 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 4-6 business days; Express Delivery orders are processed within 2-3 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 an estimate can be met and we shall not be liable for any delay.
• Once an order is confirmed, it cannot be modified or cancelled.

Purchase Quantity Limit Policy
Each product or set is limited to a maximum purchase of 30 units per order. If you have any questions, feel free to contact us for assistance.

Order Status
You can check the status of your recent orders on our website. Simply click on “Order Status” and log in to your account to view your order details.

To track your order via the courier’s website, click the tracking number next to your order to view the delivery status.

*Please note: Some couriers may only update tracking information 24 business hours after dispatch.

Order Cancellation
Once an order is confirmed, it cannot be modified or cancelled immediately. However, we will try to check with the relevant department based on your request and respond within 3 business days. Please note that this may delay the shipment date of your order.

Thank you for your continued support of L’OCCITANE EN PROVENCE.

Order or Item Cancellation
Sometimes, orders or specific items may be cancelled due to reasons such as:

• Out of stock
• Payment issues
• Delivery address problems
• Duplicate orders
• Exceeding purchase quantity limits

If your order is cancelled, we will notify you via email and arrange a refund. For any questions regarding cancellations, please email us at contact.en-hk@loccitane.com or call (852) 5814 0240.

Refund Policy
Refunds will be processed using the original payment method. We do not offer cash refunds. Shipping fees and gift wrapping charges are non-refundable.
Please note: Refunds may take 6–10 weeks, depending on your payment provider. For exact timing, please check with your card-issuing bank.

Return Policy

1. Once an order is confirmed, it cannot be changed or canceled.
2. Returns or exchanges are generally not accepted after receipt, except for cases of customer sensitivity (a doctor’s certificate or photos of the reaction must be provided; please contact our Customer Service Officer at contact.en-hk@loccitane.com to apply for a return or exchange).
3. Items that are approved to be exchanged must be accompanied by the original receipt.
4. Discounted, opened, used, or damaged items cannot be exchanged.
5. For any lost parcel or missing items, if after investigation we confirm that the item preparation at our distribution center (warehouse) matches the order record, and the courier team confirms that during delivery there was no box damage or any delivery issue, we will not offer a refund or replacement, as the liability for the missing item/parcel does not lie with us.

Lost Parcels
If tracking shows your parcel was delivered but you did not receive it, please contact us.

Shipping Policy
Unless otherwise stated (e.g., promotional offers), the following shipping policy applies to all orders placed on our website:

• Orders with a net purchase of HKD 600 or above: Free standard shipping
• Orders below HKD 600: HKD 48 standard shipping fee
• Orders with a net purchase of HKD 1,200 or above: Free express shipping
• Orders below HKD 1,200: HKD 100 express shipping fee

Standard shipping is available for Hong Kong and Macau orders. Express shipping is available for Hong Kong orders only.

Delivery Time
We strive to deliver within the estimated timeframe under normal business conditions, but delays may occur. We are not liable for delays.

After payment confirmation, your parcel will be processed and dispatched within 4–6 business days. Delivery typically takes 4–6 business days, or 5–7 days for remote areas.
Address changes may require an additional 3 business days. No deliveries on Sundays or public holidays. During public holidays, delivery may take 5–7 business days, or 7–9 days for remote areas.

Force Majeure
L’OCCITANE EN PROVENCE is not liable for delays or failure to perform due to events beyond our reasonable control, including but not limited to:

1. Strikes or industrial actions
2. Civil unrest, war, terrorism
3. Natural disasters
4. Transport delays
5. Telecom network issues
6. Government actions or regulations

Payment Methods
We accept: Visa, MasterCard, American Express, Alipay HK, and PayMe.
For security reasons, the billing name and address must match the credit card holder’s details. We reserve the right to cancel orders that do not meet this requirement.

General Terms
Our online shopping terms and conditions should be read together with our Privacy Policy, Cookie Policy, and Terms of Use. Users are responsible for understanding and complying with these terms when using our website. We reserve the right to update these terms without prior notice.

Liability Limitation
We guarantee reasonable product quality. Our liability is limited to the product price. We are not liable for indirect losses such as lost income, business, data, or time.

Indemnity
You are responsible for all activities under your account, whether authorized or not. You agree to indemnify L’OCCITANE EN PROVENCE for any claims or losses resulting from your breach of these terms.

Jurisdiction
These terms are governed by Hong Kong law. The Hong Kong courts have exclusive jurisdiction over any disputes.