At Loreal Cares Store, where beauty meets excellence, we want your shopping experience to be as flawless as your makeup. Our comprehensive shipping and returns policy ensures your beauty journey is exceptional from start to finish.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. Orders are not processed or shipped on weekends or holidays.
Shipping Methods & Timeframes
| Shipping Method | Cost | Delivery Time | Carrier |
|---|---|---|---|
| Standard Shipping | $12.95 | 10-15 business days after shipping | DHL or FedEx |
| Free Shipping | FREE (orders over $50) | 15-25 business days after shipping | EMS |
Please Note: We ship worldwide, excluding some Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.
Returns & Exchanges Policy
We strive for your complete satisfaction with every purchase. If you’re not entirely happy with your order, our straightforward returns process makes it easy to find a solution.
Quick Return Overview
- Return Period: 15 days from delivery date
- Condition: Products must be unopened and in original packaging
- Processing Time: 5-7 business days after we receive your return
- Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
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 once opened:
- Opened Cosmetics: Foundation-makeup, Bb-cream, Blush, Bronzer, Concealer, Eye-shadow, Eyeliner, and Face-powder
- Skincare Products: Facial Cleansers, Facial Moisturizers, Face Serums, Face Masks, and Face Scrubs
- Eye Care & Hair Products: 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
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.
Wait for Authorization
Our team will review your request within 24-48 hours and email you a Return Authorization Number and shipping instructions.
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.
Ship Your Return
Send your package to our fulfillment center at:
Loreal Cares Store Returns
3250 Sycamore Street
San Jose, CA 95129
USA
Receive Confirmation & Refund
Once we receive and inspect your return, we’ll process your refund within 5-7 business days.
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]
Body:
Dear Loreal Cares Store Customer Service Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number] Order Date: [Date of Purchase] Product(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please specify – Wrong Shade, Defective Product, Wrong Item Shipped, etc.] Preferred Resolution: [Refund / Exchange for (specific product)] Customer Name: [Your Full Name] Shipping Address: [Your Complete Address]
Thank you for your assistance.
Sincerely,
[Your Name]
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
Need Assistance?
Our customer service team is here to help with any questions about shipping, returns, or exchanges:
Email: [email protected]
Response Time: 24-48 hours
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM PST
Thank you for trusting Loreal Cares Store with your beauty needs.