Returns & Exchanges

At Loreal Cares Store, where beauty meets excellence, we strive to ensure your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward and transparent returns and exchanges process.

Eligibility Criteria

To be eligible for a return or exchange, your item must meet the following conditions:

• Return request must be made within 15 days of receiving your order
• Products must be unused, unopened, and in their original packaging
• All tags and seals must be intact
• Original receipt or proof of purchase is required

Non-Returnable Products

For health and safety reasons, the following product categories cannot be returned or exchanged:

• Opened Cosmetics: Any opened or used makeup products including Foundation-makeup, Bb-cream, Blush, Bronzer, Concealer, Eye-shadow, Eyeliner, and Face-powder
• Skincare Products: Opened Facial Cleansers, Facial Moisturizers, Face Serums, Face Masks, and Face Scrubs
• Eye Care & Hair Products: Used Eye Care items, Conditioners, Hair Color, and other opened personal care products
• Damaged Items: Products damaged due to customer mishandling

Step-by-Step Return Process

1 Submit Return Request
Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

2 Wait for Authorization
Our team will review your request within 24-48 hours and email you a Return Authorization Number and shipping instructions.

3 Package Your Items
Securely package the items in their original packaging, include the original invoice, and write the Return Authorization Number on the outside of the package.

4 Ship Your Return
Send your package to our fulfillment center at:
Loreal Cares Store Returns
3250 Sycamore Street
San Jose, CA 95129
USA

5 Receive Confirmation & Refund
Once we receive and inspect your return, we’ll process your refund within 5-7 business days.

Return Request Template

Refund Information

Once your return is approved and processed:

• Processing Time: 5-7 business days after we receive your return
• Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Shipping Costs: Original shipping fees are non-refundable
• Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error

Exchange Process

If you prefer to exchange an item:

• Follow the same return process outlined above
• Clearly state in your return request that you want an exchange and specify the desired product
• We will ship the replacement product once we receive your return
• Exchanges are subject to product availability

At Loreal Cares Store, we’re committed to ensuring your beauty journey is exceptional from start to finish. Thank you for trusting us with your beauty needs.