Terms & Conditions

This Website is operated by or on behalf of L’Occitane Limited, a limited liability company with registered company number 03278335, whose registered address is at :
Capital House, 25 Chapel Street
London
NW1 5DH

Please note that the address details for customer care queries can be found at the bottom of this page.
The Website is provided to you for your personal use subject to these Terms and Conditions.
By using the Website you agree to be bound by these Terms and Conditions.

We reserve the right to update these Terms and Conditions from time to time for legal or regulatory reasons or to allow the proper operation of the Website.

The content of the Website (including text, graphics, software, photographs and other images, videos, sound, trademarks and logos) is protected by copyright, trademarks, database right and other intellectual property rights, and belongs to L’Occitane. You may retrieve and display the content of the Website on a computer screen, store the content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute, or use for commercial purposes, any of the materials or content on the Website without our written permission.

Except to the extent expressly set out in these Terms and Conditions, you are not allowed to:
• republish, redistribute or re-transmit any of the content on the Website;
• remove or change any content of the Website or attempt to circumvent security or interfere with the proper working of the Website or any servers on which it is hosted; or
• create links to the Website from any other website, without the prior written consent of L’Occitane, although you may link from a website that is operated by you provided the link is not misleading or deceptive and fairly indicates its destination, you do not imply that we endorse you, your website, or any products or services you offer, you link to (and do not frame or replicate) the home page of our website, and the linked website does not contain any content that is unlawful, threatening, abusive, libellous, pornographic, obscene, vulgar, indecent, offensive or which infringes the intellectual property rights or other rights of any third party.

Except as expressly set out here, nothing in these Terms and Conditions gives you any rights in respect of any intellectual property rights owned by L’Occitane Limited and you acknowledge that you do not acquire any ownership rights by downloading or using any content of the Website.
Although we aim to offer you the best service possible, we make no promise that the services on the Website will meet your requirements, that the services will be fault-free, or that the Website will be available at all times.

OUR CONTRACT WITH YOU
These Terms and Conditions apply to all products supplied by L'Occitane Limited (‘L’OCCITANE UK'). Please read these terms and conditions carefully and retain a copy for future reference.
By visiting the Website you agree to these terms of use and our privacy policy (accessible on the Website) setting out how we use your personal information. Please read the privacy policy carefully - it deals with your rights and our obligations in relation to your personal data, including what we can do with it, to whom we may disclose it and your rights of access to it.
No contract exists between you and us for the sale of any products until we actually dispatch the products to you. Once we do so, there is a binding legal contract between us.
The contract is subject to your right of cancellation (set out below).
We may change these terms of sale without notice to you in relation to future sales.

ORDERS FOR THE PRODUCTS
The description of the products you order will be as shown on the Website at the time you place your order. Whilst we try to display the colours of our products accurately on the Website, the actual colours you see will depend on your computer and we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery. For practical reasons the packaging of our products may vary from what is shown on the Website.
The products are subject to availability. If, for any reason beyond our reasonable control, we are unable to supply a particular item, we will inform you as soon as possible, and refund or recredit you for any sum that has been paid by you or debited from your credit card for the products, unless you wish to accept substitute goods of equivalent quality and price.
Our online store is available for non-commercial customers only. We reserve the right to refuse orders from businesses or orders that we consider are for commercial or other non-domestic concerns. We reserve the right not to supply products to individual customers in response to orders where it is reasonable to assume they will be reselling them. The products are not intended for resale.
We reserve the right to refuse orders to be shipped to any freight- forwarding or PO Box addresses.

PRICES
Every effort is made to ensure that the prices shown on the Website are accurate at the time you place your order. If, by mistake, we have under-priced an item, we will not be liable to supply that item to you at the stated price. If, by mistake, we have under-priced an item which we have offered on a purchase with purchase or special price basis, we will not be liable to supply that item to you at the stated price. If, by mistake, we have under-priced an item which we have offered on a gift with minimum purchase basis, we will not be liable to supply that item to you at the stated price. If, by mistake, we have under-priced an item, and this under-pricing means that your purchase value is no longer sufficient to entitle you to receive a gift which we are offering on a gift with minimum purchase basis, we will not be liable to supply that gift to you. If an error is found, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price or cancelling your order. If you cancel, we will refund or recredit you for any sum that has been paid by you or debited from your credit card for the products. In addition to the price, you will be required to pay a delivery charge for the products, as shown in the section of the Website about Delivery Rates and Options. The price of the products and delivery charges are shown in pounds Sterling and are inclusive of VAT.

OUR LIABILITY
As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms and Conditions will affect your legal rights.
We shall not be responsible for any breach of these Terms and Conditions caused by circumstances beyond our reasonable control.
If we are in breach of these Terms and Conditions, we will only be responsible for any direct losses that you suffer, as a direct result, to the extent that they are a foreseeable consequence to both of us at the time you use the Website. Our liability shall not under any circumstances include business losses such as lost data, lost profits or business interruption, loss of revenue, wasted expenditure, depletion of goodwill, and loss of privacy or any other claims which arise out of or in connection with the Agreement.
This does not affect any liability we may have for personal injury or death resulting from our negligence or from our fraud, or any other liability that cannot be excluded or limited by law.

APPLICABLE LAW
Our agreement with you is based upon English law and the laws applicable to this agreement are the laws of England and Wales.

CUSTOMER CARE

If you have any questions or for further information about our products, or to deal with any queries, please contact our L'Occitane Customer Care Department by:
Telephone on 0800 368 9000 - Monday to Friday: 9am - 5pm (excluding Bank Holidays).
Email at contact@loccitane.co.uk
Post at the following address:
L'OCCITANE LIMITED
CUSTOMER SERVICE
Capital House
25 Chapel Street London
NW1 5DH
Last updated: 25.02.2025

 

L'OCCITANE welcomes feedback on your experience with our products. We will publish both positive and negative testimonials, so long as the products testimonials are accurate and constructive.We also reserve the right to edit your testimonials for length, spelling, etc. and to post your comments in emails and other marketing materials.Should you post a testimonial that we do not publish, our customer service department will contact you in order to improve our product quality and service.

​Thank you for taking the time to share your thoughts with other L'OCCITANE customers.

The information collected from this form is processed by L'Occitane Limited, data controller, for the management, moderation and dissemination of your Review, on the basis of our legitimate interest in better communicating with you and improving the quality of our products and services. This information will also be used for statistical analysis purposes and to contact you if necessary in the context of our customer relationship and answer your questions. They are transmitted to affiliated companies of the L'Occitane Group and trusted service providers, only to meet the purposes that we have indicated to you and on our instructions. You have a right of access, rectification, deletion, limitation and portability of your information as well as a right of opposition, at any time. To exercise your rights, you can contact us by email at contact@loccitane.co.uk. For more information, please see our Privacy Policy. By completing this form, you certify that you are at least 16 years old. Reviews must not contain e-mail addresses, URLs, telephone numbers, postal addresses or other information (surname, first name, etc.) that would identify the user. * Fields marked with an asterisk are required to leave a review/question on the L'OCCITANE website.

If an item is out of stock, we'll happily send you an e-mail when it's back in stock. Simply click "Be notified when product is back in stock" on the product page and supply your e-mail address. We'll notify you when the item becomes available. Or, use the Boutique Locator to find a store near you (call ahead to confirm that they have your desired product in stock). L'OCCITANE does not offer a back order service.

We offer the opportunity to reduce the number of samples we send out with our orders by allowing our customers to select which samples, if any they would like to try. With every online order, you can add 3 complimentary samples of our best-selling and new products to your bag for you to try when your delivery arrives to your door.

Simply, select your chosen samples at checkout and they will be automatically added to your order.

Chosen samples are subject to availability in store & online, L'OCCITANE reserves the right to replace with a suitable alternative if the chosen sample is not available.

The Provencal Art of Gift Giving
Traditionally, people of Provence celebrate special occasions with gifts made from local ingredients. For over 30 years, L’OCCITANE has continued this tradition by creating the finest fragrance, body care and skincare products, all of which make exquisite gifts. Wrapped in complimentary Provençal-style paper and boxes, our gifts will leave you feeling the true soul of Provence. The gift wrap materials are made using paper, cardboard and wood from sustainably managed forests.

Signature Gift Wrapping
We offer the opportunity to select between 3 gift wrap options at checkout, or if you prefer to save on packaging and reduce waste, you can leave it unselected.
You can choose between:
- A classic L'Occitane Yellow Gift Box
- You can wrap it yourself - L'Occitane gift bags will be included in your order for you to fill yourself
- A reusable cotton bag for an additional cost of £4

We'll custom wrap your gifts and include a note with your personal message, if selected. Please write whether you would like Gift Wrapping and if you would like to add a personal message in the ADD A GIFT MESSAGE section of your transaction page.

• Please note however, we are unable to take any specific requests to divide the items up among the boxes. Only one gift note is available per order.
• Most gift sets are already gift wrapped; you do not need to select additional gift wrapping for these items. If you select gift wrapping for these items, we will not provide additional gift wrapping. If you have any further questions, please contact the Customer Care team at contact@loccitane.co.uk.
• Unfortunately we are unable to ship to multiple addresses; therefore each shipping address requires a separate order.
• Did you know that we've never used plastic bags?

 

We have and will continue to reduce the amount of packaging we use:

• We provide paperless order invoices which you can view or choose to download or print from the MY ACCOUNT section on the website.
• The outer cardboard packaging that our online orders are delivered in has a Carbon Neutral footprint and is printed with eco-friendly water-based inks on 100% recyclable and biodegradable paperboard certified by FSC. It is plastic-free and will biodegrade in 3 months if you shred, soak, and mix with soil, and its microorganism friends will do the rest.
• We offer plastic returns from your finished L'Occitane Beauty Products. Simply add the bag to your order at checkout. The Envelope we offer is an alternative to polythene mailing bags, produced from sugarcane, one of the greener materials available. It is fully recyclable 50 micron material and carbon neutral, meaning the carbon dioxide taken from the atmosphere in the growing process offsets the carbon dioxide emitted through production and transport. We then use the same company as our boutiques, Terracycle, to recycle the bottles. Please see here in order to make sure we are able to recycle your plastic returns.

 

If you have any further questions, please contact the Customer Care team at contact@loccitane.co.uk.

L'OCCITANE UK delivers to any addresses in the UK (excluding Channel Islands). All orders are sent through ROYAL MAIL. If you wish to order products to be delivered outside of the UK, please visit our global website: www.loccitane.com

We're committed to getting your order to you as soon as we can. However, please be aware that deliveries may take a little longer at the moment as our staff are working shorter shifts and our couriers are operating with a reduced service.  

METHOD	COST	ORDER ARRIVAL
Premier Delivery	£9.95 / year	Next Day Delivery between 7:30am to 5pm. UK Mainland delivery only 1-2 working days Orders must be placed by 2pm, Monday - Friday. *Excluding Bank Holidays
Standard Delivery	£3.95 or FREE on all orders over £40.	3-6 working days to mainland UK and mainland Scotland addresses 14 working days to Northern Ireland and the outer Scottish islands, excluding Channel Islands
Next Day Delivery	£5.95	Next Day Delivery between 7:30am to 5pm. 1-2 working days. UK Mainland delivery only Orders must be placed by 2pm, Monday - Friday. *Excluding Bank Holidays
Saturday Delivery	£6.95	Delivery will be between 7:30am and 5pm on the coming Saturday Orders must be placed before Friday 2pm
Click and Collect	FREE	Can vary from 2 hours to 6 working days Subject to stock availability

 

 

Standard Delivery | £3.95 - FREE for orders over £40

• Delivery is FREE for all overs over £40.
• For orders under £40, our standard UK delivery rate is £3.95.
• We are able to deliver your order within 3-6 working days to mainland UK and mainland Scotland addresses, and 14 working days to Northern Ireland and the outer Scottish islands, excluding Channel Islands.

Next Day Delivery | £5.95

• Our next day delivery service rate is £5.95. Delivery between 7:30am to 5pm, UK Mainland delivery only. 
• Orders must be placed by 2pm and should arrive the next working day (subject to stock availability).
• Delivery Monday to Friday, excluding bank holidays. Orders placed after 2pm Friday will be delivered the following Tuesday.

Next Day Delivery Service not applicable to the Scottish Islands: HS2 Lewis, PA61 Colonsay, PA62-75 Mull, PA78 Coll, KW16-17 Orkney, PH30 Corrour, Mallaig PA78, PH42 Eigg & Muck, PH43-44 Rhum & Canna, ZE2-3 Shetlands.

Saturday Delivery | £6.95

• We offer a Saturday delivery service for £6.95 service rate.
• Delivery will be between 7:30am and 5pm on the coming Saturday.
• Orders must be placed by 2pm on a Friday to guarantee Saturday delivery. If the order is placed after 2pm, your order will be delivered the following Saturday (excluding Bank Holidays). 

Click & Collect in a L'Occitane Store | FREE

• Our Click and Collect service gives you another great way to shop your favourite products at L’OCCITANE. Simply order online and then choose a boutique to pick up from at a time that suits you.
• The service is free and we will send an email to let you know that your package has arrived and is ready for collection. 
• Delivery to store can vary from 2 hours to 6 working days, subject to stock availability.
• Orders must be placed before 3pm. We will hold your order in-store for a maximum of 15 days from the date the items arrived in your chosen store. Please check store opening times.

L’OCCITANE Premier Delivery | £9.95

Purchasing the ‘L’Occi Premier Delivery Service, entitles you to unlimited standard UK delivery and UK mainland Next day delivery service for 12 months, starting from the date on which you purchase the subscription. This service is only applicable to purchases made through the UK website on orders over £15 and for delivery to an address in the UK (excluding Channel Islands). All orders are sent with Royal Mail. Please note this service may be affected by Royal Mail industrial actions.

Subscription
This purchased service is valid for 12 months and is only available to customers residing in the UK who have a L’Occitane account. You must be registered and logged into your account to use the Service.

Terms of Use
After you purchase the Service you will receive a confirmation receipt e-mail. You will then receive an e-mail within 2 working days to confirm the service is active and has been applied to your account. When purchasing the service any items included in the same order will be dispatched with delivery free of charge under the terms of the Service. Free samples and gift wrapping are not applicable when purchasing the Service with no additional products. If free samples and gift wrapping are selected when purchasing the Service these will be voided from the order and only the Service will be processed.

Cancellation
You have the right to cancel the Service at any time up to the end of fourteen days after you purchase. You will receive a full refund if you cancel the Service within the fourteen day period, except if you use the Service during the cancellation period. If you use the Service during the cancellation period, you will not have the right to cancel or to receive a refund. L’Occitane standard cancellation policy applies (for more details click here).

Delivery
Our standard delivery terms and conditions apply. Please visit the delivery T&C’s page to view

Terms & Conditions
Free next or standard delivery when you spend £15 or more. You are responsible for using the Service in accordance with the terms and conditions. Any breach will result in termination of your subscription and no refund will be given. L’Occitane reserve the right to amend these terms and conditions at any time and will give you notice of any significant changes.

• Expiry of Subscription
  After the 12 month period, the Service will end and normal delivery charges will. You can opt to purchase the Service for a further 12 month period. You will have to re-purchase the service on the UK website to purchase the Service for a further 12 month period.

YOUR RIGHT OF CANCELLATION

If you are a consumer, you have the right to cancel the contract at any time up to the end of fourteen days after you receive the products (see below).
To exercise your right of cancellation, you must give written notice to us at the address or email address shown below, giving details of the products ordered or their order number.
If you exercise your right of cancellation after the products have been delivered to you, you will be responsible for returning the products to us and send the products to us without undue delay and within 14 days after the day in which you let us know that you wish to cancel the contract. The products must be returned to your nearest boutique or by Royal Mail via the link in our Returns & Exchange Policy below. All returns to our warehouse must be returned via Royal Mail and only a Post Office receipt will be accepted as proof of return. You must take reasonable care to ensure the products are not damaged in the meantime or in transit. Please retain your Post Office receipt as you are responsible for the return until it has reached our warehouse.

You are not able to cancel a contract where:
(a) sealed goods are not suitable for return due to health protection or hygiene reasons, if the goods become unsealed after they have been delivered to you; or
(b) the products become mixed inseparably (according to their nature) with other items after delivery.

If you cancel a contract we will:
(a) refund the price you paid for the products, however, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not permitted in a shop;
(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery option available;
(c) make any refunds due to you as soon as possible and in any event:
(i) if you have received the product and we have not offered to collect it from you: 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us;
(ii) if you have not received the product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.

Refunds will be processed via the same method used by you to purchase the products, unless you expressly agree another form of payment with us.

If you return a product because it is defective or we have delivered the item to you in error we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs of doing so (we estimate that such costs should not exceed the value of the products). In other circumstances, you will be responsible for the costs of returning the products to us.

RETURNS & EXCHANGE POLICY

It is L'OCCITANE's intention to satisfy our customers. For this reason, in addition to your rights above we will gladly issue an exchange or a full refund to the original debit card, credit card or PayPal for any unopened merchandise bought on uk.loccitane.com or in one of our UK boutiques (excluding Trentham Gardens, Bicester, Portsmouth, Cheshire Oaks, department stores and airport stores) that is returned within 28 days of the date of purchase. Purchases made in our Outlet boutiques; Bicester, Portsmouth and Cheshire Oaks, will be subject to an exchange only, and can be returned only to an Outlet store.

All items must be accompanied by a copy of the original receipt and in unopened, saleable condition. Items returned with a gift receipt are subject to exchange only. Any promotional gifts received with products must also be returned.
Please keep hold of your proof of return until your return has been processed.
Items purchased on a gift card can only be refunded to a gift card. Gift cards are non-refundable.
Please note that (except where you exercise your rights above) we cannot offer exchanges or refunds on any opened or used products.
Items purchased in a boutique will need to be returned to a boutique (excluding Trentham Gardens, Bicester, Portsmouth, Cheshire Oaks, department stores and airport stores).
For returns purchased online, you can go to your nearest boutique or return by Royal Mail for free here. Please ensure your order & contact details are included in the return so it can be processed without delay.
If your item arrives damaged or something is missing, please photograph the delivery immediately so you can show our advisors.
Please note we are unable to help with any queries regarding items purchased from our third-party retailers.

For any questions about returns or exchanges, please contact Customer Care by email at contact@loccitane.co.uk or by telephone on 0800 368 9000 - Monday to Friday 9am to 5pm.
Please allow 7-14 days from the day you return your package for your request to be processed.
The above does not affect your legal rights as a consumer.

Last Updated and Effective as of 10.01.2025.

This policy explains the policy of L’OCCITANE Limited, the registered office of which is at
L'OCCITANE LIMITED
SERVICE CLIENTS
Capital House
25 Chapel Street
London
NW15DH
with regard to cookies on the L’OCCITANE site that can be accessed:
- by Internet at the address https://uk.loccitane.com; or
- by means of a mobile application on Iphone, Android and other smartphones / tablets;
collectively referred to below as the “Site”.

This policy sets forth the practice of L’Occitane Limited (hereinafter the “Website Publisher”), for cookies, pixels and tags (hereinafter collectively referred to as “Cookies and Similar Technologies”) on the website available at https://uk.loccitane.com/ (hereinafter the “Website”).

When you browse the Website, Cookies and Similar Technologies are placed on your device (computer, tablet, smartphone, etc.). The Cookies and Similar Technologies save information about your browsing on our Website (pages you have visited, IP address, date and time of your visit, etc.).

The Website may place session and persistent Cookies and Similar Technologies on your device. The difference between a session and a persistent cookie, pixel and tag relates to the length of time the cookie, pixel and tag lasts. Session technologies are Cookies and Similar Technologies that typically last for as long as you are using your browser, or browser session. When you end your browser session, the cookie, pixel and/or tag expires. Persistent Cookies and Similar Technologies, as the name implies, are persistent and will last after you close your browser. This allows, for example, for quicker and often more convenient access to the Website.

1. What is a cookie?

Cookies are text files containing a small amount of information that is downloaded to your computer or your mobile device when you visit a website. With each subsequent visit, the cookies are sent back to the original website or to another website that recognizes them. Cookies are therefore useful because they allow a website to recognize a user’s device. Cookies perform various functions, such as allowing you to browse efficiently between various pages, saving your preferences, improving your experience on website and allowing you to view personalised ads.

For more information about the processing of your personal data, please refer to L’OCCITANE’s Personal Data Protection Policy available at: https://uk.loccitane.com/terms-and-conditions?show=Privacy-Policy

2. Which Cookies and Similar Technologies are placed on the Website?

The list of Cookies and Similar Technologies we use are available in our Cookies and Similar Technologies management tool available here.

Cookies and Similar Technologies may be placed by the Website Publisher or by third parties. Such third parties are our partners or advertising agencies. We refer you to our Cookies and Similar Technologies management tool for a list of our third party partners:

Measurement activities using the CAPI are reliant on data captured using tracking technologies such as the Meta Pixel, which are subject to consent.

3. How do I manage my cookie preferences?

The use of certain Cookies and Similar Technologies is subject to your prior consent for each specific purpose. Please note that the following Cookies and Similar Technologies are not subject to prior consent:

• Cookies and Similar Technologies whose sole purpose is to enable or facilitate electronic communication; or
• Cookies and Similar Technologies that are strictly necessary for providing a service at your express request.

For other Cookies and Similar Technologies, in order to obtain your consent, we use a “Cookies and Similar Technologies banner” that allows you to inform us of your preferences when you first visit the Website. You may also change your preferences at any time, including disabling Cookies and Similar Technologies, by using the Cookies and Similar Technologies management tool available here: LINK.

You may also disable Cookies and Similar Technologies by changing your browser’s settings, which allows you to decline the placement of all or part of the Cookies and Similar Technologies.
Depending on the specific Cookies and Similar Technologies, if you disable all or certain Cookies and Similar Technologies:

• you may no longer have access to all or part of the Website;
• a part or all of the services offered on the Website may not function properly;
• we may no longer be informed of your browsing on the Website; and
• the advertising displayed on the Website or third-party websites may be less personalised.

Disabling a cookie or category of Cookies and Similar Technologies does not remove them from your browser; removing them requires you to take specific action in your browser. If you wish to change the Cookies and Similar Technologies settings, please go to the “Options” or “Preferences” menu of your browser. For further information, go to “Help” section in your browser.

To learn more about your browser’s cookie settings, please check your browser help menu :
Edge: https://support.microsoft.com/en-gb/windows/manage-cookies-in-microsoft-edge-view-allow-block-delete-and-use-168dab11-0753-043d-7c16-ede5947fc64d
Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
Chrome: https://support.google.com/chrome/answer/95647?hl=en&hlrm=en
Safari: https://support.apple.com/en-gb/HT201265

4. Changes to the Cookies Policy

This Cookies Policy may be updated periodically to reflect changes in our Cookies and Similar Technologies practices. We will notify you of such changes, including the effective date thereof.

5. Contact us

If you have any questions and/or wish to obtain additional information on cookies, you can contact L'OCCITANE.
by email at the following address:
contact@loccitane.co.uk
or by post at the following address:
L'OCCITANE LIMITED
CUSTOMER SERVICE
Capital House
25 Chapel Street London
NW1 5DH

 

PERSONAL DATA PROTECTION POLICY

Last Updated and Effective as of 10.01.2025

The entity responsible for processing your personal data from our website, which can be accessed at https://uk.loccitane.com/ ("Our Website"), our stores and as part of events, and under the conditions described in this Personal Data Protection Policy is, in principle, L'Occitane International (Suisse) SA, whose registered office is located at chemin du Pré Fleuri 5, 1228 Plan-les-Ouates, Switzerland. For the processing of data in the context of online and offline sales as well as for the shipment of L'Occitane products and the fight against fraud, however, our subsidiary L'Occitane Ltd, whose registered office is located at Capital House, 25 Chapel Street, NW1 5DH, London, United Kingdom, is the data controller. In this policy, "L'OCCITANE", "we" “We” or "our” refers to L'Occitane International (Suisse) SA and L'Occitane Ltd, depending on the processing activities in question.

This Personal Data Protection Policy, with the Cookies Policy (to review click here), applies to the personal data we collect when you use Our Website, visit one of our stores, view our online content, take part in one of our events or in any other way set out in this Personal Data Protection Policy. 

It describes the types of personal data we collect from our customers and prospects and explains how we use such data, as well as the choices available to our customers and prospects regarding our use of such data. It also describes the measures we take to protect the security of such data and how you can contact us regarding the protection of your personal data. We ask you to please read this Personal Data Protection Policy carefully. 

If you do not wish for your personal data to be used in the manner described in this Personal Data Protection Policy or if you do not wish to provide certain personal data, it is possible that we may not be able to respond to certain requests or offer you certain services. 

We invite you to regularly review this Personal Data Protection Policy in order to remain up-to-date with any possible policy modifications, notably any that relate to the collection and conditions for processing your personal data.

Topics covered
- What personal data do we collect?
- How does L’Occitane use my personal data? 
- What data do we share and with whom?  How do we handle international transfers of your personal data? 
- How long do we retain your data? 
- How do we protect your personal data?
- Social media and content generated by users 
- What are my rights? 
- Links to third-party websites and services
- Modification of the Personal Data Protection Policy
- How to contact us? 

WHAT PERSONAL DATA DO WE COLLECT?

We can collect your personal data in various ways, in particular when you:
•    Use Our Website, 
•    Visit our stores,
•    Take part in events,
•    Contact us, or
•    View our online content. 

For example, this is the case when you:
•    Open a L’Occitane account and join our loyalty programme,
•    Browse on Our Website,
•    Participate in a contest or promotional game,
•    Take part in an activity we organise through surveys, email communications and social media,
•    Subscribe to receive our sales communications,
•    Place an order from Our Website,
•    Register for an event, or
•    Contact us by email or telephone.
We may also link and/or combine the information we collect about you from the various devices you use.

The type of personal information we may collect are the following:
 

"Identification Data"	Surname, name, mailing address, e-mail address, mobile telephone number or other telephone number.
"Account Data"	Login email address and passwords, username, date of birth, title, language preference.
"Data About Your Interests"	Data about your interests and experiences with our products and products of a similar nature.
"Payment Data"	Payment Data (bank card number, expiry date, authorisation number, security code and billing address, identity or unique identifier of customer as applicable).
"Purchases Data"	Information on purchases and related transactions (delivery address, billing address, type and number of products purchased and returned).
"Customer Service Data"	History of contact with the customer service department, results of inquiries carried out and comments, collected by the customer service department and data exchanged with our customer service team.
"Opinion and Content Data"	Photographs, videos, questions, opinions, recommendations and other comments you provide, content you publish and exchanges within the L’Occitane community and/or the panel of testers.
"Data of Relatives"	Contact information of other people you provide to us for managing orders (name, delivery address, telephone number) and first name and data of birth of relatives in connection with use of the event reminder service.
"Location Data"	Location data and geolocation data.
"Social Media Data"	Your social data on social media platforms if you log into one of Our Websites using a social media login (name, email address and date of birth), data about you from publicly available sources, including content available publicly on social media platforms, such as comments you post on L’Occitane’s social media pages.
"Browsing Data"	Data related to your browsing device and your operating system, IP address, the webpages or ads you view, details of your visits to our online content and social media, the emails sent by L’Occitane which you open, advertising or similar identifiers and your online actions collected automatically, such as cookies, web servers, pixels and web beacons.
"Third-Party Partners Data"	Data we may obtain from external third-party partners and, in particular, social media and advertising platforms, making it possible to know whether you have interacted with one of our ads and data measuring the effectiveness of marketing campaigns.
"Video Surveillance Data"	Images captured by video surveillance cameras in which you appear.

 

We can establish links between the data we have collected by automated means, such as your browsing data and history, and other data we have obtained related to you.

Data collected by third parties 

Third-party suppliers of applications, cookies, tools, gadgets and plug-ins on Our Websites, as well as third-party Internet sites and networks on which our advertisements are displayed (such as advertising networks, digital advertising partners and social media platforms) may also use automated means such as targeted advertising cookies with your consent, to collect data relating to you, such as your interactions with them, while tracking your online activity, constantly and via third-party Internet sites. 
This data is collected directly or indirectly by these third-party suppliers (in addition to the data collected by us) and is subject to their own personal data protection policy. 
In certain situations, we may act as a joint data controller with social media platforms. For example, in the event that the presence or use of a social media plug-in, such as a "Like" button, results in the transmission of some of your personal data to the corresponding social media platform. All subsequent processing of your personal data collected in such a way by social media platforms falls under the sole responsibility of that social media platform. For more information about this processing and how to exercise your rights, please consult the personal data protection policy of all social media platforms, for which plug-ins are included on Our Websites:

Facebook: https://en-gb.facebook.com/privacy/policy/
Instagram: https://help.instagram.com/155833707900388?cms_id=155833707900388
Twitter: https://twitter.com/en/privacy
Pinterest: https://policy.pinterest.com/en-gb/privacy-policy/  
Youtube: https://policies.google.com/privacy?gl=EN&hl=en

HOW DOES L’OCCITANE USE MY PERSONAL DATA? 

Why do we process your data?	Which types of data are involved?	What are the legal bases for this processing?
To process your orders and returns To process your orders of products and services (including payment, billing and delivery) as well as returns.	•    Identification Data •    Account Data •    Payment Data •    Purchases Data •    Data of Relatives	•    Contractual obligations between us and you. •    Statutory obligation to retain proof of your transactions and to manage your returns.
To offer you an Express Payment service If you ask us to, through our payment intermediary, we can save your bank card information securely, with the exception of your security code, to make your next orders easier.	•    Payment Data	•    Your Consent.
Management of your account To create, register and manage your account and your participation in the loyalty programme. To enable you to receive our services (such as tracking your orders, managing your wish list, re-ordering and re-stocking reminder services, etc.) if you access your online account.	•    Identification Data •    Account Data •    Purchases Data	•    Contractual obligations between us and you. •    If there is no contract, L’Occitane’s legitimate interest in administering its loyalty programme.
Management of customer opinions To display the reviews you publish on our products and share them with our cosmetics resellers and distributors, so your reviews can be displayed on their websites, as well as shared in our marketing campaigns.	•    Account Data •    Purchases Data •    Opinion and Content Data	•    Contractual obligations between us and you. •    Legitimate interest in using customer opinions in our sales promotion activities.
To respond to your requests To communicate with you and respond to any requests you may have or claim you wish to make by telephone, video chat, email and ordinary mail. We may occasionally record calls made to our customer service department for the purpose of training, evaluation and improvement of service quality.	•    Customer Service Data •    Account Data •    Purchases Data •    Opinion and Content Data	•    Contractual obligations between us and you. •    Legitimate interest in responding to your requests and to improve the handling of them.
Management of your participation in sales promotions, special events and competition games To manage your participation in promotions,special events (such as competitions, games, random drawings and special offers).	•    Identification Data •    Account Data •    Purchases Data	•    Contractual obligations between us and you (by accepting the rules of competitions, games and random drawings).
Management of the L’Occitane's community To manage and administer the L’Occitane community, on which you may ask questions and provide advice and recommendations.	•    Account Data •    Opinion and Content Data •    Username and date of birth (optional)	•    Contractual obligations between us and you. •    Your username and date of birth are processed, optionally, for carrying out one of L’Occitane’s legitimate interests, getting to know you better.
General and/or personalised marketing communications To send general and/or personalised marketing communications based on your habits and preferences with respect to our products and services, your purchases and interests (including profiling), by email, ordinary mail, messaging applications (like Whatsapp), SMSs, push notifications and phone calls. Within this framework, we may send you special offers, invitations to events or other types of promotional communications.	•    Identification Data •    Account Data •    Purchases Data •    Data About Your Interests •    Browsing Data	•    Your consent to general and personalised communications by email, messaging applications and SMSs and push notifications. •    L’Occitane’s legitimate interest in carrying out promotion of its products and services for communications by mail and telephone.
Providing L'Occitane's event reminder service To send you a reminder by email regarding a special event for your relatives (for ex.: birthday of a friend).	•    Identification Data •    Data of Relatives	•    L’Occitane’s legitimate interest in providing its event reminder service.
Advertising on third-party websites and applications To enable the targeting of personalised ads on third-party websites and applications (including on social media and search engines like Google) by sharing your hashed email addressed securely with our partners to create ad audiences. These partners may combine your hashed email address with data you have provided to them in order to display targeted ads.	•    Identification Data	•    L’Occitane’s legitimate interest in promoting its products and services.
Store Locations To offer your store addresses and services based on your geographic location as well as the possibility of finding a place of delivery near your location.	•    Location Data	•    Your Consent
Statistical analyses and surveys To conduct surveys and statistical analyses to improve Our Website and our products and services and to develop new products and services. As part of this, we process data related to your preferences and habits with respect to our products and services, including through profiling.	•    Identification Data •    Account Data •    Purchases Data •    Data About Your Interests •    Opinion and Content Data •    Customer Service Data •    Date of birth (optional).	•    L’Occitane’s legitimate interest in getting to know you better in order to improve Our Website and our products and services and to develop new products and services.
Panel of testers Management of a panel of testers who will test pages of Our Website to enable us to improve it.	•    Identification Data •    Opinion and Content Data	•    Your Consent.
To personalise Our Website (including advertising) To personalise and ensure the readability of Our Website’s content (including targeted ads) by providing you with information and products tailored to your preferences. We use functionality cookies for this purpose.	•    Browsing Data •    Identification Data •    Account Data •    Purchases Data	•    Your consent.
To ensure the operation of Our Website and its security To ensure that Our Website operates (e.g., that you can place products in your shopping cart or that you define your privacy protection preferences) and to put security measures in place to protect your browsing. We use cookies and solutions which block attacks on Our Website for this purpose.	•    Browsing Data •    Identification Data	•    L’Occitane’s legitimate interest in managing our Website so as to prevent fraud and fight against the risks of fraud, but also to ensure that Our Website is secure during your visits.
To fight against fraudulent transactions As part of the fight against fraud, it is possible that the processing of your orders and requests will be slowed down so as to enable L’Occitane to perform necessary verifications. In the event of proven fraud, it is possible that we will be unable to provide you the goods and/or services you have ordered/requested. We use a fraud detection solution. As part of it, we may identify fraudulent or suspicious transactions and make an automated decision based on an analysis of your transactions on Our Website (profiling) that restricts your ability to make purchases on Our Website if your transactions have characteristics indicating they are fraudulent. If you request it, you may obtain human intervention by contacting our Customer Service Department, express your point of view and dispute the decision.	•    Identification Data •    Payment Data •    Purchases Data	•    L’Occitane’s legitimate interest in fighting against fraudulent transactions.
To analyse the effectiveness of our marketing and advertising To analyse the effectiveness of our marketing and advertising by determining whether you have interacted with our ads or one of our emails or if you have made a purchase after interacting with one of our ads.As part of this, we may also analyse the content you post on social media about L’Occitane and contact you to organise marketing operations if you are acting in a professional capacity.	•    Browsing Data •    Third-Party Partners Data •    Social media data •    Opinion and Content Data •    Identification Data	•    Your consent (where requested); or L’Occitane’s legitimate interest in undertaking marketing and advertising activities.
To target the advertising and messages that we send to you Via third-party advertising networks, including search engines such as Google and social media such as Facebook.	We use data from social media networks and third-party networks that notably relate to demographic means linked to areas of interest and context, as well as your online activities, in an isolated or combined manner. After compiling this data with other information that we have provided to them, you will receive advertising messages suited to your interests on L'OCCITANE's website, on third-party sites and on social media.	This processing is necessary for the legitimate interests of L'OCCITANE, namely measuring marketing effectiveness, and personalising and improving user experience.
To analyse how and how often you visit Our Website We use personal data, including cookies, to understand your use of Our Website (frequency of use, source of traffic and interactions with our content) to improve the performance of Our Website. We use performance cookies for this purpose.	•    Browsing Data •    Identification Data	•    Your consent.
To comply with our statutory obligations To comply with our statutory and internal control obligations (including accounting and auditing), including our cosmetic vigilance obligations and to respond to requests from judicial, administrative and law enforcement authorities.	•    All categories of data	•    L’Occitane’s statutory obligations.
To enforce and defend our rights To defend and enforce our rights vis-à-vis judicial, administrative and law enforcement authorities.	•    All categories of data	•    L’Occitane’s legitimate interest in enforcing and defending its rights.
To ensure in-store security In some of our stores, where stated on a sign, we may use video surveillance in order to ensure the safety of our customers and staff, as well as to protect our goods and property.	•    Video Surveillance Data	•    L’Occitane’s legitimate interest, that of protecting individuals and goods in our stores.
To include your social media posts on Our Website We may include on Our Website and as part of our online communications content about  L’Occitane you have posted on social media (posts and photos)	•    Browsing Data •    Social media data	•    Your consent.
To offer you the most suitable products in stores In stores, we may offer you a skin analysis in order to recommend the products that best suit you.	•    Identification Data •    Account Data •    Data on your skin characteristics	•    Your consent.

 

To measure and improve the performance of our digital marketing, we use services including Meta’s Conversions API.

We use the Meta Conversions API to share certain data about your interactions with our website[/app] directly with Meta. The purpose of this data sharing is to help us measure the effectiveness of our advertising, improve our ad targeting, and enhance your overall experience with our services and the ads you see. This information is used by Meta in accordance with Meta's data policies. You can find out more about Meta Conversions API here.

We use Google’s enhanced conversions feature to improve the accuracy of our conversion measurement and ad campaign effectiveness. This tool allows us to securely send conversion data to Google, which may include information you provide when completing an action on our website, such as your email address. This data is used to connect your action to the ad you interacted with. Google uses this information to give us aggregated and anonymized insights about our ad performance. We implement this feature in compliance with Google's policies and applicable data protection laws. The use of your data in this manner helps us to serve you more relevant ads and improve our overall service to you. You can find out more about Google enhanced conversions here.

To find out more about how these partners use your personal data in this way, please refer to their Privacy Policies and Terms of Use, which govern these services and the associated data processing

WHAT DATA DO WE SHARE AND WITH WHOM? 

We do not disclose the personal data we collect about you, except in the following cases:
a.    Within the L’Occitane Group worldwide, meaning with our subsidiaries and the company that ultimately controls us ("L’Occitane Group");
b.    With service providers which provide services in our name, which help us with the maintenance and/or improvement of our Websites and management of our loyalty programme, as well as with the distribution, improvement and/or marketing of the products and services we offer to you, including the entities that process orders and provide web hosting, security in our stores, information storage, providers of e-mail and marketing services, including direct marketing, management of the L’Occitane community, as well as research and analysis services and tag and cookies management services, like Google Analytics. As part of this processing relying on Google Analytics, we have put appropriate security measures in place, including use of a proxy server. You may consult the Google documentation about Google Analytics and disabling it by consulting the following links: 
https://support.google.com/analytics/answer/6004245
Google Analytics opt-out browser add-on - Analytics Help
c.    When we use the targeted marketing and behavioural advertising campaign services offered by our partners Google and Facebook. To find out more about how these partners use your personal data within this context, please refer to their Privacy policies and terms of service, which govern these services and the associated data processing; 
d.    With our network of concessions for selling our products in the United Kingdom, in particular to manage the collection sites for products ordered via Our Internet Site;
e.    With our partners for co-development of our products, joint promotions, joint communications and joint programmes when you have provided your express consent; 
f.    With our partners as part of their own processing purposes, including in order to provide you with information about third-party products that may be of interest to you, if you have expressly accepted this possibility and given your consent;
g.    With our counsels, notably for compliance with our statutory obligations, in particular in terms of accounting, auditing and internal control;
h.    If we are required to do so by law, if we must share them with the law enforcement authorities, representatives of the government or other parties following a legal decision, judicial proceeding or writ of summons; 
i.    When we consider that such disclosure is necessary or appropriate to prevent physical damage, financial loss or fraud possibly affecting you or us, to prevent or report illegal activity, to protect the property rights or the security of any person, including ours and us, or in application of our Terms and Conditions or any other agreement between us; 
j.    As part of the sale of all or part of our company and its assets to a third party or as part of a business reorganisation or restructuring (including dissolution or liquidation), and
k.    If you ask us to share information with third parties, including as port of your right to portability.

We may share anonymous information that does not identify you for our own commercial objectives, or those of our partners, which includes the number of visitors to Our Website and the number of clicks on our ads and/or e-mails.

HOW DO WE HANDLE INTERNATIONAL TRANSFERS OF YOUR PERSONAL DATA? 

Your personal data may be transferred, stored, accessed and processed from/in a country or territory in which one or more subsidiaries of our Group or providers are located, including countries in the European Economic Area (EEA), the United Kingdom (UK) and Switzerland, for the aforementioned purposes. Transfers outside the UK take place as part of the following activities: management and moderation of product reviews (United States, Madagascar), IT support and maintenance services (United States and India), fraud prevention and the use of data online and on social networks (United States).

When we transfer your information to a country that is deemed adequate for the purposes of UK data protection laws, we take all necessary measures to ensure the security of your personal data, including the UK addendum to the EU standard contractual clauses, application of the additional contractual, organizational and technical measures required and monitoring the standards adopted by these service providers with regard to the protection of personal data and security.

Some of our service providers located in the United States and to whom we transfer your personal data may be certified under the UK-US Data Privacy Framework with respect to their collection, use and retention of personal data from the UK. In such cases, these service providers are registered with the US Department of Commerce as complying with the principles of the Data Privacy Framework. You can consult the list of companies that are certified under the Data Privacy Framework via this link.

Where our service providers located in the United States are certified under the UK-US Data Privacy Framework, the transfer of your personal data to these service providers will be conducted in accordance with such certification.

You may obtain more information on these safeguards by contacting us by e-mail or ordinary mail at the addresses shown in the "Your Rights" and "Contact Us" sections below.

HOW LONG DO WE RETAIN YOUR DATA?

Unless indicated otherwise, we will store your personal data for the time strictly necessary to carry out the aforementioned purposes, in accordance with governing law.

As a general rule: 
•    Unless you object or request that it be deleted, we retain your customer account data for the duration of our business relationship and for a further three-year period from the last contact or termination of this business relationship (no active interaction with Us), in accordance with the regulations and local guidelines. We may contact you again at the end of this three-year period to find out whether you would like us to keep your details in our customer database. If we do not receive a positive and explicit reply from you, your data will be deleted or archived temporarily for evidentiary purposes, in accordance with statutory provisions in force; 
•    If you have subscribed to receive marketing material, we will retain your personal data until you unsubscribe, until such time as you ask us to delete it or after a three-year period of inactivity (no active interaction with Us);
•    Bank details are deleted once the transaction has been completed, or archived for evidentiary purposes, in accordance with the statutory provisions in force. Subject to your express agreement, this data may be retained until the expiry date on your bank card. Your visual cryptogram will not be retained; 
•    Where applicable, data regarding your ID documents may be retained for up to one year in the event you exercise your rights; 
•    The data required to establish proof of a right or contract, or retained to comply with a statutory obligation, will be archived in accordance with the statutory provisions in force; 
•    Information relating to the recording of telephone conversations to improve the quality of our Customer Service will be retained for the length of time required for this purpose, up to a maximum of six months; 
•    If you contact us as part of exercising your rights, we will retain your personal data for the length of time required to process your request as well as for evidentiary purposes, in accordance with the statutory provisions in force; and 
•    If we install cookies on your device, we will retain your data only for the length of time required to fulfil their purpose (e.g., for the duration of a session for cookies linked to the shopping cart or session identification cookies) and for any given period in accordance with the regulations and local instructions. 

In some cases, we are required to retain data for a longer period in order to fulfil our statutory and administrative obligations, to allow us to exercise our rights (e.g., filing court claim). We may also retain anonymised data for statistical purposes.

When we have no further need of the information, it will be deleted from our systems or anonymised so that it can no longer be used to identify you.

HOW DO WE PROTECT YOUR PERSONAL DATA? 

We undertake to take appropriate technical and organisational measures to protect your personal data against accidental or involuntary destruction, accidental loss, alteration, unauthorised disclosure, access or use.

SOCIAL MEDIA AND CONTENT GENERATED BY USERS

Some of our websites and applications, including the L’Occitane community, enable users to post their own content. Please note that any content posted on our social platforms can be seen by the public. You should therefore be vigilant with regard to posting certain personal data on these platforms, such as any financial data, your address or any health problems. We cannot be held liable for action taken by other persons if you post personal data on one of our social media platforms.

WHAT ARE MY RIGHTS? 

•    Right of access: You may request access to your personal data. If you request such access, we will provide you with all the information required by law, including in particular the purposes of the processing, categories of data processed, categories of recipients, data retention periods and your rights.

•    Right to portability: In certain cases, you may also obtain a copy of your personal data that is commonly used and machine-readable in order to enable you to exercise your right to data portability.

•    Right of rectification: You may also ask us to rectify all personal data pertaining to you that is inaccurate and to complete any incomplete information.

•    Right of erasure: Under certain circumstances, you may request that your personal data be erased. We may nevertheless need to retain certain limited data in an archived database, in particular if we have a statutory personal data retention obligation or if the data is necessary to exercise or defend a right in a court of law.

•    Right to limit processing: Under certain circumstances, you may request to limit the processing of your personal data, in particular when you request that your personal data be rectified.

•    Right to withdraw your consent: Where the processing of your personal data is based on your consent, you may at any time withdraw any consent you have previously given to us. Such withdrawal will not affect the lawfulness of the processing based on your consent prior to such withdrawal. 

•    Right to object: You may also object at any time to the processing of your Personal Data when it is used for commercial prospection purposes or for reasons related to your particular situation.

To exercise your rights: 

•    You may contact us by email or by letter at the addresses set forth in the “How to contact us” section below.

•    You may also correct, update and delete the information in your online account, as well as your preferences, at any time by logging in to your account and going to the “My Account” section.

•    As regards marketing communications by email, you may withdraw your consent by clicking on “Unsubscribe” or by following the instructions given in our communications. It may take several days to process your request and it is possible that you will continue to receive promotional communications during this period. Exercising this right will not prevent us from sending you other types of non-promotional messages, such as emails confirming transactions.

•    If you have given your consent to the use of your Location Data to find the store nearest to you, you may change your preferences at any time by changing your browser’s settings. 

You may also contact L’Occitane's Data Protection Officer (“DPO”) by email for any question regarding the processing of your personal data, at the following address: dpo@loccitane.com.

You also have the right to submit a complaint to the Information Commissioner’s Office.  

MINORS PERSONAL DATA

Our services are not intended for minors under the age of 15. We do not knowingly collect or process personal data relating to minors under the age of 15.

LINKS TO THIRD-PARTY WEBSITES AND SERVICES

Our Websites and applications may provide links to websites, applications and services other than L’Occitane’s that may be operated by third-party companies. We do not approve and are not responsible for the processing of your personal data by these third-party websites, even if we provide a link to these sites. These companies may have their own personal data protection policies and we strongly recommend that you read them. Our products and services may also be offered through third-party platforms or other third-party channels for their own purposes, even if we provide a link to these websites. These companies may have their own personal data protection policies and we strongly recommend that you read them. We decline all liability regarding the personal data protection practices of these websites, applications or services not provided by L’Occitane. 

MODIFICATION OF THE PERSONAL DATA PROTECTION POLICY

This Personal Data Protection Policy may be updated periodically to reflect changes to our practices relative to personal data processing. We will inform you of such changes, including their effective date.

HOW TO CONTACT US? 

If you would like for us to update the information we have about you or your preferences, in particular if you wish to be removed from our distribution lists, to exercise your rights or if you have questions regarding the protection of your personal data, please contact us by e-mail at contact@loccitane.co.uk or by letter to the following address:

L'OCCITANE LIMITED
CUSTOMER SERVICE
Capital House
25 Chapel Street London
NW1 5DH 

Last updated: 10.01.2025

PAYMENT POLICY

By card or Debit card:
We accept payment by Visa, MasterCard, American Express, Maestro, Solo, PayPal, Apple Pay, Delta and Switch. We apologise for not accepting Diner's Club.

L'OCCITANE takes online security very seriously.
To check the security of our Website, simply look in the lower bar of your browser when you fill in your payment details. You will see an unbroken key or closed lock, showing that encryption is active and your information is secure. For security reasons, we strongly recommend that you do not send credit card numbers by standard email but use the secure facility provided on the Website.
When you place your order on the Website you are offered the use of an advanced secure server. The secure server software encrypts all information you input before it is sent to us. Encryption creates billions of code combinations to protect each transaction made on the Website, so your card details cannot be viewed by anyone else using the Internet.
No credit or debit card details are stored once your order has been placed, unless you have given us permission to do so. Credit card information is stored safely and securely.
We guarantee to comply with the standards, procedures and requirements laid down in the UK Data Protection Act 1998 to ensure that your personal information is kept secure and processed fairly and lawfully.
or further details see our privacy policy (accessible on the Website).

PROMOTION CODES

Occasionally L'OCCITANE.com offers promotions through e-mails, catalogues, and advertisements. Once you sign up for our L'OCCITANE.com email newsletter, you may receive e-mail promotions and offers that include special codes for special free delivery or other discounts. To sign up for our e-newsletter please visit our Email Signup page.
Promotional codes, unless otherwise stated, are to be redeemed one gift per customer, not to be combined with any other promotion or discount, while stocks last, and excludes our UK Outlets, concessions/independent retailers, department and airport stores. L’Occitane reserves the right to substitute the gift with another one of the same or similar value.

GIFT CARDS PURCHASE - all the offers are not applicable to the purchase of Gift Cards.

Customer Registration and Account Security

Requirement for Registration
You will need to register as a customer to use the online shopping function of this site. The Company reserves the right to make any parts of this site accessible only to users who have registered as customers.
Username and password

Upon registration with this site, you may use your email address and password to access your account. You are responsible for maintaining the security of your password for this site. The Company will not be liable for any loss or damage arising from or in connection with your failure to comply with this security obligation. You agree that the Company will be entitled to assume that any person using this site with your username and password is you or your authorised representative.

You must notify the Company immediately of any known or suspected unauthorised use of any password or any other breach of security.

User Information

In order to register an account with this site, you must agree to these Terms and provide the Company with:

• a valid email address;
• accurate billing and contact information (including your street address and the name and mobile phone number of your authorised billing contact and administrator); and
• any other information that may be required by the Company during the registration process.

You must promptly update this information to maintain its accuracy at all times.

You represent and warrant to the Company that all information provided to the Company by you, including the information provided by you through our account registration module or entered into your account profile, is true and not misleading and does not violate any applicable law or regulation or any person's intellectual property or other rights.

Multiple Accounts and Automated Account Opening

One person may not maintain more than one account with this site. Accounts registered by "bots" or other automated methods are not permitted.

Approval of Registrations

The Company reserves the right to accept or reject any application for registration of an account with this site at its discretion.

 

How to Place an Order?

You can review what is available to purchase by browsing the online categories on this site. When you have arrived at the item you wish to order, enter the quantity you desire and click on "My Bag". When your order contains the items and quantities you wish to purchase, click on the "Checkout" link underneath your order. You will then be asked to provide us with your shipping and payment (Credit Card) information.

Once you have paid via credit card your order will be processed online immediately. Once your credit card details are verified (usually takes around 6 seconds), your order is complete.

Once your order is accepted (please see below “Orders and Acceptance”), we will pack your order and ship it to you. This transaction will appear on your bank statement as a payment to L'OCCITANE UK.

 

Orders and Acceptance

Order Constitutes Offer

By placing an order through this site, you make an irrevocable offer to us to purchase the products that you have selected pursuant to these Terms. Information contained in this site constitutes an invitation to treat only. No information in this site constitutes an offer by us to supply any products to you – however, the Company will endeavour to supply your selected products to you.

We will not commence processing any order made through this site unless and until:

• payment for the order has been received by us in full; and
• the order has passed our internal validation procedures, which are undertaken in order to verify the bona fides of each order for the purpose of preventing credit card and other fraud.

We reserve the right at our discretion to:

• at any time prior to your order being accepted in accordance with these Terms, cancel all or part of your order; and
• at any time:

• refuse to provide products to you;
• terminate your access to this site; and/or
• remove or edit any content on this site.

Acceptance of Orders

Acceptance of each order will take place if and when the Company sends the requested items to you, at the time at which the items are despatched by the Company.

Title to, and risk in, the items will pass from the Company to you at that time. In the case of physical items, after the items have been sent, we will send you an email confirming that shipment has taken place.

 

Prices

The prices of the products are those displayed on this site. The Company reserves the right to change the prices for products displayed in this site at any time before you place an order. All prices on this site are processed in UK Pounds (£).

As a retailer, our prices may change and vary based on market trends, stock availability and seasonal promotions, such as Black Friday. We regret that we cannot provide refunds for price differences resulting from these changes.

Please note the above does not affect the statutory rights you have as a consumer.

Shipping Costs

Shipping costs will depend upon the location for delivery and the items purchased and are shown separately during checkout. Free standard delivery may be available for orders above certain amounts. Please see the Shipping & Delivery Policy.

GST

Unless otherwise expressly stated, all amounts (including products prices and shipping costs) payable through your use of this site are expressed to be inclusive of VAT.

 

Payment Methods

Payment for orders placed through this site may be made by:

• Debit & Credit Card processed online using a secure third party payment gateway. Debit & Credit cards accepted include Visa, MasterCard, American Express, and Credencial MasterCard.
• PayPal.
• Apple Pay.
• Klarna.
• Amazon Pay.

 

PayPal secure Payment Gateway

 

The Company uses the PayPal payment gateway provided by PayPal UK Pty Limited (ABN 93 111 195 389) for its secure online payment transactions. Payments made through PayPal are subject to PayPal’s own terms and conditions and privacy policy, links to which are provided from the PayPal checkout pages. For more information about PayPal, see the PayPal website (http://www.paypal.com).

Unless you expressly consent otherwise, we do not see or have access to any personal information that you may provide to PayPal, other than information that is required in order to process your order and deliver your purchased items to you (eg, your name, email address and billing/postal address).

Third party Payment Gateways

In addition to PayPal, the Company may use one or more other third-party payment gateways to facilitate secure online payment transactions. Payments made through such payment gateways are subject to the terms and conditions and privacy policy of the relevant third-party providers. Unless you expressly consent otherwise, we do not see or have access to any personal information that you may provide to such third party payment gateway providers, other than information that is required in order to process your order and deliver your purchased items to you (eg, your name, email address and billing/postal address).

Credit and debit card payments

All major credit cards cards (Visa, MasterCard, American Express, and Credencial MasterCard) are accepted. Please note that we may be unable to accept credit cards issued by banks outside of UK in some cases. Additional transaction fees may apply if paying by credit card, in which case the additional charges will be specified at checkout.

What is a CVV/CVC?

The CVV is a 3 or 4 digit code embossed or imprinted on the reverse side of Visa & MasterCard. Visa and MasterCard have been using the CVV since the late 1990's. The CVV is an important layer of security to help you avoid Card-Not-Present responses, which can potentially cause your transaction to be denied, and may be required or recommended by some payment processors or merchant banks.

Where do I find the CVV/CVC?

Visa (three-digit CVV2 - Card Verification Value) & MasterCard (three-digit CVC2 - Card Validation Code) The CVV is the last 3 digits after the credit card number on the back of the card in the signature area.

American Express (four-digit CVC2 - Card Validation Code) The CVC is the last 4 digits after the credit card number on the back of the card in the signature area.

AfterPay

At this stage AfterPay is only available for use in our online store at this site, and not available in our boutiques. 

AfterPay offers interest-free payment plans for your online purchases, where you make the repayments on time. It offers you to buy and receive what you want today and pay it off in four equal interest-free fortnightly instalments. AfterPay charges the late fees for missed repayments.

Where you use the service of AfterPay, you agree to AfterPay’s terms of service.

L’Occitane Gift Cards are not available to purchase via After Pay.

Bill

If the delivery address is the same address of you provided in your online account, the bill will come included with the products. If the delivery address is different from your address in your online account, the bill will arrive by e-mail to you.

Security

Please see our Terms and Conditions Online.

Among others, to the maximum extent permitted by law, the Company and its officers, employees, agents, consultants, licensors, partners and affiliates expressly limit their liability for breach of any non-excludable condition or warranty/guarantee implied by virtue of any legislation to the following remedies (the choice of which is to be at the Company's sole discretion):

• the replacement of the goods or the supply of equivalent goods;
• the repair of the goods;
• the payment of the cost of replacing the goods or of acquiring equivalent goods; or
• the payment of the cost of having the goods repaired; and
• in the case of services:
• the supply of the services again; or
• the payment of the cost of having the services supplied again.

Change of Mind returns
The Company may offer change of mind returns. Please see Return Policy for details. The Company has discretion to allow or refuse change of mind returns. The Company may monitor return rate frequency and value for fraud, abuse and general security purposes.

Thank you for shopping in the online store of L'occitane UK Pty Ltd (ABN 32 093 616 043) ("we", "us" or the "Company"), a retailer of award-winning natural skincare, body and home products.
This Security statement forms part of, and is subject to the provisions of, our Terms and Conditions and Payment Methods & Security.

 

Security 

All transactions in the online store at this site are protected by SSL (Secure Sockets Layer) and Secure Data Encryption using a 1024-bit process. All credit card payments are processed in real-time for your security and immediate peace of mind. For payment options we accept Credit Card or Direct Deposit. Accepted credit cards are MasterCard™, Visa™, American Express™ and Diners Club International™. This transaction will appear on your bank statement as a payment to L'OCCITANE UK.
We use proven technology developed and implemented by eWAY to ensure the highest level of protection. Any information that you send to us is encoded with Secure Sockets Layer (SSL) encryption technology. This sophisticated encryption process ensures that prying eyes are unable to decode your personal data when it travels from your computer to ours, and from our computer to the bank's. You can tell your browser is in secure mode in the checkout by looking for the padlock icon in the bottom corner or at the end of the address bar of your browser window.

 

Liability and Validation

While our third party payment gateway and website hosting providers employ secure technology for transactions with our customers, we will not be responsible for any damages, including consequential losses (whether direct or indirect), that may be suffered by a customer whose credit or debit card or bank account information is used in a fraudulent or unauthorised manner by any person other than the Company.

The Company may request further information from you, such as a copy of your credit card and/or other identification documentation, as part of our internal validation procedures. These procedures help protect bank and credit card account holders from online fraud. Until your order has passed our internal fraud prevention checks, your order will remain on pending status. If further information is requested and you do not provide the requested information within such time as the Company considers appropriate at its discretion, your order will be cancelled and, if your payment has been received, it will be refunded back to you.

• Available gift card values: £25, £50, £75, £100 and £150.
• Gift purchased online are redeemable in-store only at any L’OCCITANE boutique.
• Gift cards are not redeemable at any wholesalers, department stores or outlet.
• Gift cards will be shipped directly to your chosen delivery address.
• Gift cards cannot be purchased in conjunction with any other offers at uk.loccitane.com; however offers can be redeemed in-store upon purchasing products with a gift card.
• Gift cards are valid for 24 months from purchase date.
• Gift cards cannot be refunded or exchanged for another demonination or tender (i.e. cash).
• Gift cards or remaining gift card balances are not redeemable for cash.
• A maximum of 4 gift cards per value can be purchased, per transaction; however you are only able to allocate 1 gift message per order. All gift cards will be sent with basic template for you to personally write "To" and "From".
• Gift card balances can be checked by emailing contact@loccitane.co.uk or heading into your nearest L'Occitane boutique. Once a gift card has been shipped it cannot be cancelled or returned for a refund.
• Gift cards are to be treated as cash. L'OCCITANE is not responsible for and is unable to replace lost or stolen gift cards.

Since the L’OCCITANE en Provence brand was founded in 1976, L’OCCITANE has been against the use of animals to test beauty products. The L’OCCITANE Group does not test its products, active ingredients or raw materials on animals at any point in the product development or manufacturing process, and it requires all its suppliers to adhere to a strict charter and prove that they fully respect the same rigorous standards.

What’s more, the L’OCCITANE Group’s number one priority is the health and safety of its consumers. All its product formulations have therefore been tested extensively over time through alternative methods, including product safety tests and user/clinical trials.
In China, where the Group’s brands are also sold, imported beauty products must be submitted for compulsory testing on a limited animal panel in government laboratories before they can be approved for sale in the country. Specifically, the Chinese authorities require a regulatory dossier including results from one-off tests (which vary based on product category) in order to issue a Hygiene Permit for each new imported cosmetic product. The authorities also stipulate that cosmetics may be subject to random, post-market sampling tests for auditing purposes. 

These regulatory requirements apply to all cosmetic products not manufactured locally.

The L’OCCITANE Group is deeply committed to ending animal testing for beauty products globally, and it is active in a number of collaborative industry-wide efforts to achieve this goal. 

The cosmetics industry, via Cosmetics Europe, which the L’OCCITANE Group actively supports as a corporate member, is engaging with the relevant Chinese authorities to introduce alternative testing techniques, such as those used in Europe, where animal testing – including tests on finished products, active ingredients or raw materials – has been banned in full since 2013.

This constructive dialogue has already led to a series of advances in Chinese regulations, including the decision in June 2014 to end animal testing on so-called ‘ordinary cosmetics’ (shampoo, perfume etc.) that are manufactured and packaged locally. Another major milestone was achieved in November 2016 when the National Medical Products Administration (NMPA) approved the use of a non-animal test for the safety assessment of certain cosmetic ingredients. The National Institutes for Food and Drug Control (NIFDC) are currently evaluating other alternatives to animal testing. 

The L’OCCITANE Group provides funding to support alternative methods of testing. For example, it partners with the Institute for In Vitro Sciences (IIVS), a non-profit research and testing laboratory dedicated to advancing in vitro (non-animal) testing methods worldwide. The IIVS has an active programme in China, which is dedicated to promoting the use and regulatory acceptance of non-animal testing methods for assessing the safety of cosmetics. Progress was noted in 2018 with IIVS’s appointment to China’s Alternatives Working Group for Cosmetics and, in April 2019, with the acceptance of certain non-animal (alternative) testing methods for the regulation of cosmetics. 
More detailed information can be found on the IIVS website.

We trust that this consultative approach with the Chinese regulators and industry bodies will help bring an end to animal testing once and for all.

Celebrate 50 Years of L’Occitane en Provence with us and enjoy 10% off your first order.

This offer is valid from 25th – 26th April 2026, during store opening hours, while stocks last.

1. Offer available at the following selected L’Occitane en Provence stores in UK & Ireland only:Bluewater (Kent), Glasgow, Edinburgh, London St Pancras, Manchester Market Street, Battersea (London), Dublin Wicklow Street, Belfast, Stratford (London), Birmingham Grand Central, Meadowhall (Sheffield), White City (London), Covent Garden (London),and Cardiff.

2. Customers must sign up and Say the passcode to a Beauty Host in order to participate in the in-store birthday activation and be the first to receive the Grand Prize.

3. Grand Prize includes: Shea Hand Cream 150ml + Almond Shower Oil 250ml

4. One gift per customer per store. No purchase necessary.

5. Offer is non-transferable and cannot be exchanged for cash or alternative products.

6. By customers signing up to our mailing list, they are opted into our marketing communications, which they can opt out of at any time

7. Those who do not win the grand prize are eligible to receive a Shea Hand Cream 30ml  whilst stocks last. 

This promotion is exclusive to signing up via this web page - 50Years-Signup

*20% off Members' Event offer available from Sunday 25th January until Sunday 1st February 2026. Offer available online and in participating boutiques only (excluding Ashford, Bicester Village, Cheshire Oaks, Portsmouth, Trentham Gardens independent retailers, department and airport stores). No minimum spend is required. Offer applicable to full-price products only. Discount cannot be combined with any other promotion or discount. Offer excludes purchases of Special Value Gift Sets, selected Home Diffusers and Diffuser Refills, Premier Delivery purchases, Gift Cards and E-Gift Cards. One redemption per customer. Not redeemable on the purchase of Premier Delivery, Gift Cards or E Gift Cards.

Black Friday 20% Off :

*from Friday 21st November 2025 until 11:59 pm Thursday 27th of November 2025.
Offer available online at UK.LOCCITANE.COM and in participating boutiques only (excluding independent retailers, department stores and airport stores).
Outlets have additional terms including spend threshold. Discount automatically applied.
Discount can be combined with SURPRISE, ADVENT and NOEL25 promotions only.
The discount cannot be combined with any other promotion or discount.
Offer excludes purchases of Advent Calendars, 24 Day Advent Calendar Refill, Christmas Limited Editions, Body Care Travel Sizes, selected Christmas Sets, selected Home Diffusers and Refills, Premier Delivery purchases, Gift Cards and E-Gift Cards.
Special Value Products savings are based on full price, full size products.

Black Friday 25% Off :

*from Friday 28th November 2025 until 11:59 pm Sunday 30th of November 2025.
Offer available online at UK.LOCCITANE.COM and in participating boutiques only (excluding independent retailers, department stores and airport stores).
Outlets have additional terms including spend threshold. Discount automatically applied.
Discount can be combined with SURPRISE, ADVENT and NOEL25 promotions only.
The discount cannot be combined with any other promotion or discount.
Offer excludes purchases of Advent Calendars, 24 Day Advent Calendar Refill, Christmas Limited Editions, Body Care Travel Sizes, selected Christmas Sets, selected Home Diffusers and Refills, Premier Delivery purchases, Gift Cards and E-Gift Cards.
Special Value Products savings are based on full price, full size products.

Cyber Monday Up to 50% Off :

*from Monday 1st December 2025 until 11:59 pm Tuesday 2nd December 2025.
Offer available online at UK.LOCCITANE.COM only.
Discount can be combined with SURPRISE, ADVENT and NOEL25 promotions only.
The discount cannot be combined with any other promotion or discount.
Offer excludes purchases of Advent Calendars, 24 Day Advent Calendar Refill, Christmas Limited Editions, Body Care Travel Sizes, selected Christmas Sets, selected Home Diffusers and Refills, Premier Delivery purchases, Gift Cards and E-Gift Cards.
Special Value Products savings are based on full price, full size products.

For new customers who received your offer in-store or online:

• Once signed up, you will receive your email within 24 hours which includes your redeemable 10% welcome code.
• 10% Welcome Discount offer is valid on first purchase only. 
• Offer is valid for 30 days from date of email. 
• 10% off discount valid on purchase of full-priced products only. 
• Offer not valid on Almond Shimmering Oil gift sets, advent calendars, solidarity products, sale items or any special price items. Other product exclusions may apply.
• Offer excludes purchase of Premier Delivery, Gift Cards or E-Gift Cards.
• Discount can not be used in conjunction with any other offer or discount. 
• Offer valid on one transaction per customer. Offer valid at UK.LOCCITANE.COM and participating boutiques only (excluding Ashford, Bicester Village, Cheshire Oaks, Portsmouth, Trentham Gardens, independent retailers, department stores and airport stores).

HSBC Premier Offer:

*This offer is valid from 25th September - 31st October
This offer cannot be exchanged for cash.
Offer cannot be combined with any other discount, promotion or gift card purchase.
Offer valid on one transaction per customer.
L’Occitane en Provence reserves the right to substitute this gift with another equivalent gift
This offer is valid at UK.LOCCITANE.COM only

Anti-churn:

For new customers who received your offer in-store or online:

20% off discount valid for 30 days from date email received.
20% off discount valid on purchase of full-priced products only. 
Offer not valid on gift sets, advent calendars, sale items or any special price items. Other product exclusions may apply.
Offer excludes purchase of Premier Delivery, Gift Cards or E-Gift Cards.
Discount can not be used in conjunction with any other offer or discount. 
Offer valid on one transaction per customer. 
Offer valid at UK.LOCCITANE.COM and participating boutiques only (excluding Ashford, Bicester Village, Cheshire Oaks, Portsmouth, Trentham Gardens, independent retailers, department stores and airport stores).

Birthday:

*This offer is valid for 30 days from the date of this email.
This offer cannot be exchanged for cash.
Offer cannot be combined with any other discount, promotion or gift card purchase.
Offer valid on one transaction per customer.
Depending on individual store stock, this offer may be substituted with another equivalent gift.
Offer valid at UK.LOCCITANE.COM and participating boutiques only (excluding Bicester Village, Cheshire Oaks, Portsmouth, Trentham Gardens, independent retailers, department stores and airport stores). Whilst stocks last.

Terms & Conditions

1. Health and Safety
If you are feeling unwell or showing symptoms of illness (e.g., fever, coughing), we kindly ask that you reschedule your appointment to ensure the safety of both clients and our team. Our team reserves the right to refuse the service if you display symptoms that pose a health risk.

2. Appointment Frequency Policy

To ensure fair access to our services for all clients, guests may book a maximum of two (2) appointments within any four (4) week period. If this limit is exceeded, we reserve the right to cancel future bookings and temporarily or permanently restrict further appointment scheduling.

3. Respectful Behaviour Policy

We are committed to providing a safe and welcoming environment for both clients and team members. Abusive, inappropriate, aggressive, or disrespectful behaviour towards our staff will not be tolerated. We reserve the right to refuse service, cancel appointments, and temporarily or permanently restrict future appointment scheduling where such behaviour occurs.

4. Excessive Rescheduling

We understand that plans can change and unforeseen circumstances may arise. However, if an appointment is rescheduled more than three (3) times, we reserve the right to cancel the appointment and temporarily or permanently restrict future appointment scheduling.

Terms and Conditions

1. Health and Safety
If you are feeling unwell or showing symptoms of illness (e.g. fever, coughing), we kindly ask that you reschedule your appointment to ensure the safety of both clients and our team. Our team reserves the right to refuse the service if you display symptoms that pose a health risk.

2. Rescheduling Policy
You may reschedule your appointment up to three (3) times without penalty. If you exceed this limit, we reserve the right to cancel your appointment without a refund of the treatment cost. If the appointment is cancelled with less than 48 hours’ notice or missed, the treatment cost will be charged in full and you will not be entitled to a refund. Appointments cancelled with more than 48 hours’ notice will receive a refund in full.

The Natural Manicure service is also hosted as a weekend residency in selected locations throughout the year — sign up to our mailing list to be the first to hear about upcoming events near you.

The £25 treatment fee is fully redeemable against the purchase of L'Occitane products on the day of your appointment. Please note that this fee cannot be partially redeemed, transferred to a gift card, exchanged for cash or used towards a purchase on another day.

Your fee will be refunded in full if the appointment is cancelled with 48+ hours’ notice, however cancellations or missed appointments under this time frame will still be charged in full. Therefore if you wish to cancel your booking, please let us know as soon as possible/use the 'Cancel Appointment' link in your confirmation email.

We do not offer removal services for any form of nail polish or gel, and cannot perform this treatment on acrylics. Please ensure these are removed prior to your appointment as arriving with these products will compromise your appointment and unfortunately we won't be able to perform the full Natural Manicure service. Your appointment will still be subject to full payment as per the time reserved in our schedule.