Registered users have the ability to check the status of their order and if their orders have arrived. To do so, go to My Account and click on the Order History tab. Once your order has been shipped you will find in this section your Royal Mail tracking number, just click on this number and pass the tracking number into the track field on the Royal Mail website.

Alternatively please contact our customer service department on 020 7907 0301 – Monday to Friday 9am to 5.30pm.

It is L'OCCITANE's intention to satisfy our customers. For this reason, we will gladly issue a full refund to the original credit card for any unopened merchandise that is returned within 28 days of the date of purchase. All items must be accompanied by a copy of the original receipt and in unopened, saleable condition.

Please note that we cannot offer exchanges or refunds on any opened or used products and Postage & Packing will not be refunded. This does not affect your statutory rights. To return any items, please first contact Customer Service on 020 7907 0301- Monday to Friday 9am to 5.30pm

Send you returned items to:
L'OCCITANE
Returns Department
FREEPOST
NAT 9388
London
E6 6BR

Please allow one to three weeks from the day you return your package for your request to be processed.

We currently have 2 flat shipping rates.

• £4.95 per order for standard delivery (up to 7 days)
• £8.50 per order for next day delivery (Monday to Thursday, order placed over the weekend will arrive on Tuesday).

L'OCCITANE UK does not sell gift vouchers online but you can order them through our Mail Order Department on 020 7907 0301. L'OCCITANE gift vouchers are available in denomination of £5, £10 or £20.

Gift vouchers cannot be redeemed online but can be redeemed in any of our UK Boutiques except department stores and airport stores) or by Mail Order.

If you want to use your gift voucher with Mail Order, send your order and your gift vouchers to our freepost address, make sure to include £4.95 for the postage and packaging if the order is less than £59 at:

1. View our Gift Boutique for an array of gift selections for women and men in varying price ranges. Some selections are elegantly pre-wrapped and available for immediate shipment. You can also add a personalised note.
2. Build your own gift by selecting the products you wish to give. We will choose the most appropriate packaging for your items – a gift box or a gift bag – and you can also add a personalised message.

Please be aware of the following:

• Gift wrap instructions and the space to add your personalised message are on the lower portion of the My Order screen. Be sure to click ADD TO BAG after making your selection - it will appear as a line item in your order.
• Also in My Order or on the Review Your Order page you will have the ability to select the option to hide prices on the recipients invoice.
• If you need a receipt, please print a copy of your order or the confirmation e-mail.
• If you are ordering individual items to be gift-wrapped, they will be gift–wrapped together as we are not able to wrap items individually or custom gift-wrap.
• Each separate shipping address requires a separate order.
• All contents of the order will be sent to the recipient including samples and promotional offers. We are not able to split orders.

Every promotion on loccitane.co.uk is tracked through a promotional code. The only way to receive our special offers is to utilise the promotion code in the correct field at the checkout. Please follow the steps below: Once you are done selecting your order, click on checkout. You will see a text field called PROMOTIONAL CODE. Simply type or copy/paste (recommended) the promotional code in this text field and click on ACTIVATE.

• FOR FREE GIFT OFFERS: A message will appear displaying the conditions of the offer and will allow you to add your free gift in your basket. Click on ADD TO BAG. If your order does not meet the criteria of the offer, your free gift will not be added to your order. The free gift will be automatically added in your basket once your order meets the conditions of the offer.
• FOR ORDER DISCOUNT & FREE SHIPPING OFFERS: A message will appear displaying the conditions of the offer. Your discount will be effective once your order meets the offer requirements. Most promotion codes and offers are for a limited time, cannot be combined with other offers or discounts, restricted to one gift per customer per order and while stocks last. Make sure to add the promotion you most want to your order.

Some discounts don't require a promotional code. In this case, simply make sure to meet the offer requirements and your free gift will be added automatically to your basket.

We use paper, cardboard and wood from sustainably managed forests and forests that have received the FSC (Forest Stewardship Council) label. The principles of the FSC are based on complying with international treaties and respecting the rights of indigenous peoples, forest workers and local communities. Maintaining the biological diversity of ecosystems and the environment in general, and notably the restoration and conservation of natural forests, are also at the heart of its concerns. For example, to apply the principles of sustainable development, it is recommended that trees be replanted in a responsible manner to replace trees that have been cut down.

To obtain the FSC label, there must be regular monitoring to assess the condition of the forest, yields of forest products, chain of custody, management activities and their social and environmental impacts. This label was created by the FSC NGO and is endorsed by Greenpeace, Friends of the Earth and the WWF, among others.

For over 20 years, we have sourced our shea butter from Burkina Faso, Africa with a fair trade approach. The main principles of this arrangement are to:

• Establish a respectful working arrangement
• Support the development of local producers in order to increase their autonomy
• Create an industrial partnership

For 30 years we have supported local traditional production methods and sourced supplies directly from local producers: cooperatives in Haute-Provence for AOC lavender essential oil from Haute Provence, the oil mill in Gard for almond oil, the Château d’Estoublon for AOC olive oil from the Baux de Provence valley, and a distiller-producer in Corsica for immortelle essential oil.

The AOC controlled origin label is identifies a product and the authenticity and specific nature of its geographic origin.

We have taken action to help the visually impaired, which includes:

• the use of Braille labeling on our products since 1996 so that the visually impaired can have access to them, and in English so that it is understood by the greatest number of consumer
s.
• the creation of the association "Provence dans tous les sens" (All the senses of Provence) by the employees of L'OCCITANE, which introduces visually-impaired children to the world of fragrance creation.
• our financial support for ORBIS (www.orbis.org) - an international non-governmental organization that fights blindness in developing countries through training, prevention and care.

Our concern for the environment has led to the use of recyclable, environmentally friendly packaging (cardboard, glass, recyclable plastic, aluminum) and a minimum amount of unnecessary packing material. We strive to use paper or cardboard based on an ecological approach: kraft paper produced from the cleaning up of the Landes forest, paper bearing the Ecolabel, recycled paper produced with seaweed from the Venice lagoon, and recycled paper or cardboard.

We also encourage our customers to recycle our packaging. This way, we can all work together to save on natural resources by reusing waste products and reducing the amount of land fields or incinerated wastes.

The "Green Dot" logo on our labels indicates that L'OCCITANE participates in European programs for disposal and recycling of all of its packaging materials.

Cosmetic ingredients of natural origin are derived from elements found in Nature and not from chemistry. To be certified, the product must comply with more stringent standards than the conventional regulations on cosmetic products.

These standards guarantee respect for the environment throughout the production chain, respect for the consumer, and a positive emphasis on natural substances of superior ecological quality. Our organic cosmetic products comply with the specifications of the Ecocert "BIO" organic label, which sets the highest quality standards for cosmetic products made with natural substances. Ecocert is an independent certification body that has produced a list of authorized ingredients in this case and insists on:

• a minimum of 95% natural ingredients or ingredients of natural origin
• a minimum of 95% of the total plant ingredients certified organic
• a minimum of 10% of the total ingredients certified organic

Synthetic fragrances or colorants, silicones and mineral oils are not permitted. Only certain essential synthetic ingredients are authorized when no natural alternative is available.

In parallel, on an international scale, NOP (National Organic Program) regulations were introduced in the United States in 2002, while JAS (Japan Agricultural Standard) was introduced in Japan in 2000.

"AOC"- Appellation d'Origine Contrôlée- is a special government designation. To qualify for this AOC Quality Label essential oil from Haute Provence must meet a number of stringent requirements:

• Production is limited geographically to 4 small regions in Provence.
• Oil is produced by steam distillation using the flower tops only of Fine Lavender.
• Fields must be located at a minimum altitude of 800 metres above sea level.
• No substance or products may be added to the essential oil.
• Maximum yield of essential oil is limited to 25kg per hectare.
• Samples are submitted for olfactive and analytical tests.

L'OCCITANE lavender is grown on the highest area of Mount Lure, 1200 metres above sea level. Lavender flowers are distilled lower down in the valley and the essential oil is delivered to us a few days after approval for the AOC label.

For 30 years, we have supported local traditional production methods and sourced our supplies directly from local producers: cooperatives in Haute-Provence for AOC lavender essential oil; cooperatives and the oil mill in Gard for almond oil; the Château d’Estoublon in the Baux de Provence valley for AOC olive oil; the Terroirs de Haute-Provence mill for AOC organic olive oil and organic olive leaf extract; beekeepers from the Valensole plateau for honey; orchards in the Hautes-Alpes region for organic apples; rice fields in Camargue for organic red rice; forests of Haut Var for cade essential oil; orchards in Luberon for cherry extract; distiller-producers in Corsica for organic immortelle essential oil and organic verbena; and women's groups in Burkina Faso for shea butter (co-development).

These active ingredients undergo rigorous selection and inspection with regard to their origin. Their quality and traceability must be guaranteed from the moment they are harvested, throughout every step of processing, right up to the finished product. This policy is an important part of our sustainable trade approach.

You can keep your products in your refrigerator if you wish; in this case they will last even longer. Moreover, since the coldness of the product improves skin microcirculation, it will boost the penetration of the active ingredients so that it has an instant effect. However, products that contain plant waxes or oils may become cloudy in temperatures lower than 10°C. This should not be a cause for concern: at room temperature they will become clear again and the properties of the formula will not be affected.

Yes. The rules that govern our products on a European and international level are very strict and continually updated to reflect the latest scientific developments. Our products contain selected, superior-quality ingredients. Moreover, for every new product launched, we provide a very complete safety file.

We systematically conduct tests to ensure that our products are gentle on the skin: skin irritation tests for our skincare or hygiene products; eye irritation tests for products aimed at the eye area; use tests lasting several weeks under the supervision of dermatologists and/or ophthalmologists for face care products. All inspections are carried out by independent laboratories approved by the Ministry of Health in order to guarantee the excellence and quality of all of our products.

The skin of the bust requires daily care to keep it supple, so it's important to use a nourishing product such as the Shea Butter Mom & Baby Balm.

Simply avoid applying products before feeding, and don't apply products to the nipple or areola.

As for using products that contain essential oils, the recommendations and precautions are the same as those that apply to pregnant women.