FAQs

WEBSITE MAINTENANCE

IMPORTANT MESSAGE

Website Maintenance: no transactional services on our website as of April 22nd, 11:59 PM PT. 

We will be conducting system maintenance on our website, which results in a temporary suspension of transactional services.    

During this maintenance process, you will be unable to make any transactions or purchases through our website.  

We apologize for the inconvenience. 

  

Alternative Purchase Options During Website Maintenance  

While our website is under maintenance, we encourage you to contact your business partner. Our products will be once again available for purchase directly on our website as soon as our maintenance is completed.  

  

Potential Delay in Processing Returns   

During our website maintenance, there may be an additional delay in processing returns. Systems under maintenance are used for both processing orders and returns.  

While we strive to process returns promptly under normal circumstances, the current website maintenance may affect our ability to handle return requests in a timely manner.   

Rest assured that once our website is back online and fully operational, we will prioritize processing returns as quickly as possible.  

We thank you in advance for your understanding.

 

Why are my loyalty rewards unavailable?  
While our website is under system maintenance, access to the loyalty program features may be affected. Rest assured, once our website is back to its transactional state, you will be able to resume using the loyalty program as usual. If you have any further questions or concerns, please feel free to contact your business.  

GENERAL

How do I gain access to the site?

www.lorealpartnershop.com is available for the use of all L’Oréal Professional Products Division clients. To request access to the site to enable you to place online orders please contact your Business Partner.

How do I log in?

A soon as your Business Partner has created you an account:

  1. Go on the login page of the website www.lorealpartnershop.com
  2. Click on ‘Forgot password’ (right under the password field).
  3. Enter your log in ID (CA-0000ACCOUNTNUMBER-admin or your e-mail) and click ‘Send’.
  4. An e-mail will automatically be sent to your address for password creation or renewal.
  5. On receipt of this e-mail, click on the link included to create your own password. Note: Please make sure this password is strong enough to secure your account (at least one capital letter, one number and one special character).

You can now access the website with your credantials (log in ID + the password you have created).

What do I do if I have forgotten my password?

  1. Click the 'Forgot password?' link on the Log in page ,
  2. Enter your Log in ID (ex: CA-0000ACCOUNTNUMBER-admin or your e-mail)
  3. We will send you an email to reset your password

 

Note: The e-mail will be only sent to the registered e-mail address. Make sure you are using the right e-mail address to log in.

Are my persnal details secure?

Yes, your personal details are secure. Check out our Our Policies for more details.

How do I log out completely?

Simply click on the ‘Log out’ link in the ‘My account’ section.

I still can't find an answer – How do I contact L'Oreal?

If you have a question that is not answered by the FAQ's or within the product descriptions, then please feel free to do the following: Contact your Business Partner (contact details are in the ‘My brands’ page of the ‘My account section’) Contact our Customer Care by phone or by e-mail. Find all contact details on the Contact us page.

ACCOUNT

How can I update my personal information?

In order to change your permanent address, name or phone number, you will need to contact your Sales Representative directly (contact details available in your account section, under ‘My brands’ menu entry), or send a request to our Customer Care, via the ‘contact us’ link displayed in the footer of every page of the site.

What to do if I forgot my password?

Go to the Login page and click on “Forgot password” link. Enter your registered e-mail address and an email will be sent to you with a link to reset your password.

ORDER

How do I place on order?

Once you have signed into your account, you will land on the homepage of the webshop. Navigate through the site by selecting the relevant category. You can either shop by brand or by product category. First level of product information is accessible on the product listing page. This page offers you the possibility to refine your search by filters. You can also sort the products displayed by several criteria such as price or alphabetic order, and choose among 3 different views (mosaic, listing or minimal view).

Order from Brand page, Sub-brand page and Category page

You can add products to your basket from this page. Chose the quantity required by either typing in the number or using the + or - buttons. You can repeat this process all through the page without having to click on the ‘add to cart’ button.

Order from Product Detailed Page

If you want to view more details about a product, you can click on it from the product list page (click on name or image). This page, called product detail page, shows all available details about a product (description, how to, ingredients, pictures, videos…). You can add the product to your cart directly from a product detail page by using the + or – buttons or by typing in the desired number of items you want to order, and clicking on the basket icon to add it to your basket.

Add products to the basket

Once you have selected all desired products from this page, click on the bottom bar displayed at the bottom of the page to add your products to your cart. When a product has been selected and added to your basket, it will be highlighted in the product listing page. The basket icon in the top right hand corner will update and show the number of units that are in the basket.

Order Colour Products

For the specific case of colour products, you first need to click on the product detail page of the desired collection, and then search for the expected shade from the ‘list view’ displayed on this page. Each shade can be directly added to the basket from the ‘list view’, or from its dedicated product detail page.

Order Verification

Once you have completed your order, click on the basket icon to review your order and amend if necessary. All your promotions will be visible on this order summary page and total amount of your order is also shown. Once you are happy with your order, click on the ‘checkout’ button in order to finalize your order.

 

The checkout is composed of 3 steps:

  1. shipping details, where you can define your delivery address and date. At the top of this page, you can add a purchase order number in the relevant field (this will be shown on your invoice).
  2. choose from the payment options you are eligible for.
  3. order confirmation page showing a summary of your order. You will also receive an e-mail confirmation with all your order details.

What if an item is out of stock?

If an item is out of stock this will be displayed on the site with ‘out of stock’ against the product. You will be unable to order this item. If you want to receive an alert to know when a product will be back in stock, you can subscribe by e-mail from the product detail page.

I have received products in error, what should I do?

While some exceptions related to order preparation and delivery may have an influence on delays, duly take note of the following information regarding orders placed in December and early January.

 

Our distribution center will be closed from December 22nd to January 7th for the Holiday season as well as our annual inventory update. Consequently, we cannot guarantee that any order placed after December 15th will ship before this closure. Orders that did not ship before the closure of our distribution center will be handled as soon as our operations resume on January 8th in the order in which they have been received.

 

To make sure you receive your order in time for the Holidays, please take notice of the following reference table that take preparation, pick-up and delivery delays in consideration based on your region:

  Expedited and Priority                   Express and Priority                 
Newfoundland, Nunavut and Yukon December 10th December 13th
British Columbia December 12th December 14th
Alberta, Manitoba and Saskatchewan December 13th December 14th
New Brunswick, Nova Scotia and Prince Edouard Island December 13th December 14th
Ontario and Quebec December 14th December 15th

 

It is therefore possible that any order placed after the referenced date, but before the closure of our distribution center, will be shipped. However, we cannot guarantee that you will receive it before December 24th.

 

Our consumer care teams will not be able to cancel orders, this is the reason why we have added disclaimers in our website headers.

 

In uncertainty, we invite you to communicate with one of our representatives.

What are the pack sizes of the products?

All pack sizes are noted within the site under each product name. When selecting the appropriate product the quantity drop down reflects the quantities that you need to order in.

How do I cancel or change my order?

Once your order has been confirmed, no changes or cancellations can be made on the site so please ensure that you are happy with your order before confirming. If you place your order within office working hours 09:00 – 17:00, then you may be able to cancel your order by calling Customer Care, but there is no guarantee as it will depend on the status of the order.

Note: Please ensure that when telephoning Customer Care, you have your order number and account number ready.

How do I track my order?

Click on the ‘My account’ icon in the navigation bar and you will be taken to your dashboard. Click on ‘my orders’. If your order has just been placed then the status will show as ‘pending’. Once the order has been released from the website, the order will show as ‘processing’. This will change to ‘partially complete’ or ‘complete’ once your order has been picked and dispatched.

PAYMENT

What is the value of my order?

The unit prices on your order will be displayed excluding any promotional discounts. Promotional discounts will be shown in the discounted price column. The ‘grand total’ is the overall total price of the order excluding VAT.

Does the value include VAT?

No, the prices quoted on the order will be exclusive of VAT but the total invoice will include VAT at your usual rate ie. Currently 5% TPS & 9.975% TVQ in Quebec for standard customers.

DELIVERY

What delivery services do you offer?

If you order before 11 am, you can expect your order to be delivered the next business day. There may be exceptions.