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Shipping & Returns

SHIPPING AND RETURNS POLICY                                                                  (Version: September 2023)

This Shipping and Returns Policy (“Policy”) is published by L’Oréal Malaysia Sdn Bhd (Co. No. 199401042730 (328418-A)) (hereinafter referred to as “L’Oréal”, “we”, “our” or “us”).

 A. Order
  1. User (Hereinafter referred to as “User” or “You”) may only purchase our products from and enter into transactions on the official site of the brand(s) under L’Oréal (“Platform”) if you are 18 years old and above. By proceeding with the order, it shall be construed that you have obtained the consent of your parent or legal guardian to make such order on our Platform.
  2. Orders placed and received on business days (Monday to Friday, excluding public holidays) before 12.00pm are processed on the same day in the order in which they are received. Orders placed and received on weekends (Saturday and Sunday) will be processed the next business day (Monday).
  3. L’Oréal will send you a confirmation email for your order after your payment is verified and authorized by the Bank and we have accepted your order. The confirmation email will contain your order details including customer details, product description and delivery address. If you do not receive the order confirmation email within 3 business days, please check your order summary in "My Account" or your email junk folder. Alternatively, you may also contact our Consumer Care team at [email protected].  
  4. Online promotions are only applicable for online purchases. Promotions and gifts may vary from in-store promotions.
 B. Delivery & Rates
  1. All orders received are subject to bank authorization prior to processing. Only authorized orders will be processed.
  2. Orders are processed for delivery on business days only - Monday to Friday (excluding Public Holidays). We use GD Express (GDEX) and Ninja Van as our standard delivery courier and we reserve the right to use other delivery courier without prior notice.

 

Delivery Lead Time

West Malaysia (WM): 3-7 working days

East Malaysia (EM): 10-14 working days

Delivery Charges

WM: RM12
EM: RM20
(Free Delivery for orders above RM250)

Courier Service Provider

Ninja Van - Klang Valley

GDEX – Outside of Klang Valley and other areas

Courier Delivery Hour

Ninja Van: Monday - Saturday (except PH) 9:00am – 10:00pm
GDEX: Monday - Friday (except PH) 9:00am – 5:30pm.

Saturday (except PH) 9:00am-12.30pm

 

  1. We only deliver to addresses in Malaysia. Deliveries may take longer due to the limited freight and transportation available. We do not deliver to PO Box addresses or ship internationally.
  2. We understand that getting your purchased orders quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. To ensure prompt delivery, kindly ensure that you provide us with an accurate delivery address, contact details including telephone number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner.
  3. In the event that we fail to deliver to you at the delivery address provided by you, we will make a subsequent (2nd) attempt at the specified delivery address.
 C. Proof of Delivery
  1. Our courier service may request for a signature from the intended recipient of the items purchased. In circumstances where our courier service fails to deliver to the intended recipient, it may deliver the order to the reception of the recipient's address and obtain a signature from the receptionist as a proof of delivery.
 D. Report Order Problem
  1. If you find that the items you have ordered are damaged upon delivery, please report to our Consumer Care team at [email protected] within 2 days from the date you receive the product with supporting evidence (picture of the damaged item) and order number. Any reimbursement is subject to our discretion.
  2. If in the event that any product is missing from your order, please report to our Consumer Care team at [email protected] within 2 days from the date you receive the product and we will attend to your report.
  3. While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
 E. Out of Stock Items
  1. We strive to deliver your order within the delivery time stipulated. However please note that in the event of stock unavailability of items ordered, we may need to source from other stock locations. We will inform you within 2-3 business days and we seek your kind understanding in the delay of the shipment pertaining to stock availability. We do not accept back orders.
  2. If you have any questions on items that are not available online, please contact our Consumer Care team at [email protected].
 F.  Product Return
  1. Products sold on the Platform can be returned within 30 days.
  2. In the event you receive a damaged/defective item, you may return it by including all products of the same order in its original condition together with its original receipt within 7 business days from delivery and obtain a refund of the price paid. You may return the product(s) via arranged pick-up at your doorstep by our courier provider: Kindly email our Consumer Care team at [email protected] to start the process.
  3. To initiate the return and refund process due to damage or defect, you must inform our Consumer Care team at [email protected] within 2 business days from delivery with supporting evidence (picture of your item and its condition) and order number. If a specific Pick-up address & Preferred Pick-up Date is not provided, by default your original shipping address will be used. You will be contacted by the courier provider before Pick-up, please ensure that the parcel is ready.
  4. If you wish to return items due to any other reason (e.g. change of mind), you will need to initiate your own pick-up arrangement back to our warehouse.
  5. Upon receipt of the product(s) in its original condition and the proof of original receipt, and if you are entitled to a refund, we will process the calculated refund to you via your original mode of payment within 30 business days.
  6. Reflection of the amount refunded in the customer’s original mode of payment is subject to the customer’s bank approval process.
  7. Only products purchased on the Platform may be returned for refund subject to the terms and conditions herein. Products purchased on the Platform are not accepted for refund at any L’Oréal brand counters, freestanding stores or Sephora stores.
  8. If you buy L’Oréal product(s) from unauthorized retailers, platforms or other unauthorized sources, we regret that we cannot offer you our refund or otherwise assist you with any problems that you may encounter.
  9. L’Oréal reserves the right of final decision if the product(s) returned is in unsatisfactory condition, or the above terms are not met.
  10. If you have any questions on our return policy, please contact our Consumer Care team at [email protected] and it would be our pleasure to assist you.
 G.  Pricing
     Product prices listed on L’Oréal Platform are subject to change without prior notice.
 H. Cancellation of Order
    We regret to inform that orders cannot be cancelled once placed. Kindly ensure you have checked and validated all details and information before you proceed with payment.
 I. Others
  1. L’Oréal reserves the right to amend, vary and/or supplement the Policy from time to time. Users are advised to check this Policy from time to time for changes/updates.
  2. The User’s continued use or access to the Platform on or after the date on which any amendments, variations and/or supplements come into effect shall be construed as the User’s agreement to be bound by the amended Policy.
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