TERMS & CONDITIONS
Introduction
The following terms and conditions (“Terms of Use”) govern your use of our Websites and apply when you purchase products on our Websites and in Stores, including gift cards and e-gift cards (“Merchandise”), from L’Occitane. Your continued use of the Websites constitutes your agreement to follow and be bound by the Terms of Use (“Agreement”). By placing an order for Merchandise or any L’Occitane-owned or affiliated Internet sites or Stores, including but not limited, mobile sites, or mobile applications (collectively our “Websites”), accessed via a user’s computer, mobile, e-reader, tablet or other device (“Device”) used to access the online services, and applications and websites affiliated with L’Occitane goods and services (Collectively, the “Online Services”) or by phone, you accept these Terms of Use and agree to be bound by them. The Websites and stores are provided as a service to our customers.
PLEASE BE INFORMED THAT THIS AGREEMENT CONTAINS AN ARBITRATION REQUIREMENT AND WAIVER OF RIGHT TO BRING CLASS ACTIONS (see below).
YOUR USE OF THE WEBSITE CONSTITUTES YOUR AGREEMENT TO FOLLOW AND BE BOUND BY THE AGREEMENT. WE RESERVE THE RIGHT TO UPDATE OR MODIFY THIS AGREEMENT AT ANY TIME WITHOUT PRIOR NOTICE. FOR THIS REASON, WE ENCOURAGE YOU TO REVIEW THE AGREEMENT WHENEVER YOU USE THE WEBSITE. IF YOU DO NOT AGREE TO THESE TERMS, PLEASE DO NOT USE THE SITES.
Order acceptance and billing
Orders are subject to verification and acceptance before shipping. All billing information provided must be truthful and accurate. Providing any untruthful or inaccurate information constitutes a breach of these Terms of Use and may result in our cancellation of your order. Prior to accepting an order, L’Occitane reserves the right to request additional information from you to verify your identity and validate the billing information to process your order.
We reserve the right to refuse or cancel an order for any reason, including limitations on quantities available for purchase, inaccuracies, errors in product or pricing information, or problems identified by our credit and fraud prevention department. If your order is canceled after your credit card (or other applicable payment account) has been charged, we will issue a credit to your credit card (or other applicable payment account) in the amount of the charge. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. L’Occitane may request a pre-authorization for some orders placed online with a credit or debit card. This pre-authorization will not be billed to you; however, your card issuer may hold this amount for a short period. Your card issuer determines the length of time the pre-authorization is held. We do this to ensure that the card details are still valid and that you have sufficient funds to complete the transaction.
By confirming your purchase at the end of the checkout process, you agree to accept and pay for the item(s) of merchandise. You will not be charged for most orders until the order has shipped; however, you will be charged at the time your order is placed for orders paid for with a gift or e-gift card, PayPal account, and Amazon Payment. Orders placed using PayPal, Amazon Payments, and e-gift cards cannot be modified. However, if you need to modify an order that you paid for with funds through PayPal or Amazon Payments, please contact customer service to cancel the existing order and place a new one.
L’Occitane reserves the right at its sole discretion to limit the quantity of merchandise items purchased per person, per household, per email address, per IP address, or per order for any reason. These restrictions may apply to orders placed by the same account, the same credit card, and also to orders that use the same billing, email, IP, and/or shipping address. We will notify you that such limits should be applied.
Please note that while we have tried to accurately display the colors of products, the actual colors you see will depend on your monitor and may not be accurate.
L’Occitane reserves the right to refuse or cancel any order for any reason, including, but not limited to, the following situations:
Error in Billing, Payment or Shipping Information
Some orders cannot be processed due to an error in information you have provided, which includes, but is not limited to:
- An incorrect credit card or debit card number, expiration date and/or security card value, or information regarding other payment types.
- Incorrect billing information (for example, if the billing information you provide is different from information your financial institution has on record).
- An insufficient or incorrect shipping address (including street address, city, state, zip or postal code).
- Any suspected fraudulent information.
Errors, Inaccuracies, and Omissions
Occasionally, there may be information on our Websites and in Stores that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information on the Websites or in Stores is inaccurate at any time without prior notice (including after you have submitted your order).
Merchandise Shipping Delay or Unavailability
If an item of Merchandise is delayed out of our distribution center or becomes unavailable, or if there is an error on our Websites relating to the order (for example, an error relating to the price or description of Merchandise), L’Occitane may cancel the order. If this happens, we will contact you so you are aware.
Reshipping of Merchandise
The Merchandise sold in our Stores and on our Websites is intended for personal use only, not for resale. Any suspected resale of our Merchandise for personal or business profit is strictly prohibited. We will not accept and reserve the right to cancel orders that appear to be for resale purposes. Any orders found to have characteristics of reselling, such as large quantities, frequent orders, orders by dealers or resellers, or the use of freight forwarding, may be canceled in the sole discretion of L’Occitane, and L’Occitane shall have the right to cancel all subsequent purchases from any such customers.
For the purposes of this Agreement, reselling shall be defined as purchasing or intending to purchase any Merchandise from L’Occitane for the purpose of engaging in a commercial sale of that same Merchandise with a third party.
Previous Fraudulent Order History
L’Occitane may refuse to accept any order for Merchandise if fraudulent activity is suspected and may refuse to process subsequent orders from customers with a previous fraudulent order history. We also may refuse any orders connected with a previous credit card dispute.
If L’Occitane rejects your order because of an error in pricing or other information about the Merchandise, we will notify you at the email address you provided and ask you whether you would like to re-submit your order to purchase the relevant Merchandise once the information in the order is validated. If we do not receive a response from you within seven days, L’Occitane may cancel the order.
Pricing and Payment Policy
Pricing for Merchandise may be different on our Websites or from prices available in our stores or through our wholesale partners. Merchandise displayed on our Websites is available while supplies last and may be different from products displayed in our retail stores. The prices displayed on our Websites are quoted in US dollars and are valid only on the US mainland. L’Occitane reserves the right to update and make corrections to information on our Websites at any time and without warning and will not be held liable for any inaccurate information or for any information that has been omitted from our Websites. Price and availability information are subject to change without notice. In the event that a product is listed at an incorrect price, we shall have the right to refuse or cancel orders placed for the product listed at the incorrect price.
Acceptable Forms of Payment: Visa, MasterCard, Discover, American Express, Amazon Pay, Apple Pay, and PayPal.
Gift cards can be purchased and redeemed at any L’OCCITANE boutique in the USA. At present, they cannot be redeemed or purchased online. They can however be redeemed by telephone order (1-888-623-2880).
When you purchase Gift Cards, regular shipping charges are added as well as sales tax, if applicable.
Sales tax is collected on total Merchandise orders delivered to: AL, AZ, CA, CO, CT, DC, FL, GA, HI, IL, IN, KS, KY, LA, ME, MA, MD, MI, MN, MO, NE, NC, NJ, NY, NV, OH, PA, RI, SC, TN, TX, VA, WA, WI.
Some states also require us to collect sales tax on shipping charges for Merchandise delivered to: CO, CT, DC, FL, GA, HI, IL, IN, KS, KY, MI, MN, MO, NE, NC, NJ, NM, NY, OH, PA, RI, SC, TN, TX, WA, WI.
Promotional Codes
Occasionally, L’Occitane offers promotions through e-mails, catalogs, mailings, and advertisements. Once you sign up and agree to receive promotional materials from L’Occitane, you will receive e-mail promotions and offers that may include special codes for free shipping or other discount offers. To sign up for our promotions, please visit our Email Signup page.
Offers may vary in store and online. Availability while supplies last and on a first-come, first-served basis.
By using our Websites and visiting our Stores, you acknowledge and agree that excessive abuse or misuse of promotional codes and other promotions may result in cancellation of the order or item. In order to allow fair redemption and distribution of promotions to our registered clients, L’Occitane may restrict redemption to one per person, per household, per email, per IP address, or per order for any reason. Promotional codes are limited in nature and may expire or discontinue with or without notice. Promotional codes may not be copied, sold, or otherwise shared. They are not redeemable for cash and are subject to cancellation or change at any time for any reason.
Shipping Policy
Standard shipping is generally free with all orders of $49 or more! Occasionally, L’Occitane offers promotions that feature free shipping with no or a lower minimum purchase requirement. L’OCCITANE reserves the right to modify its shipping policy at any time, without advance notice.
Purchases are shipped from our warehouse in New Jersey and are scheduled to arrive within 3 – 10 business days from receipt of your order. For an additional charge per address, we can expedite delivery by DHL to most destinations in 4 business days (processing time included).
L’Occitane is proud to ship via United States Postal Service, which has been selected as our premier delivery service. However, some packages may be delivered by an alternative carrier.
| METHOD | COST | ORDER ARRIVAL |
|---|---|---|
| Standard, 48 states (DHL) | $5.95 | 3 – 10 Business Days |
| Standard – PO Box / APO / FPO (DHL) | $5.95 | 3 – 10 Business Days (APO/FPO orders can take up to 4 weeks) |
| Express, 48 states (DHL) *excludes Alaska, Hawaii & Puerto Rico | $17.99 | 4 Business Days (Processing time included) |
| Overnight (DHL) *excludes Alaska, Hawaii & Puerto Rico | $27.99 | 2 Business Days (Processing time included) |
| Standard for Alaska, Hawaii and Puerto Rico (DHL if available) | $17.99 | 7 – 10 Business Days |
Standard Delivery
DHL will deliver your package within 3 – 10 business days from receipt of your order. Most of the orders shipped with Standard DHL option on the East Coast can be expected sooner (within 2 – 4 business days). To determine when your package will arrive, please determine the number of Shipping Days to your location from the map below and add two additional days for order processing.
Standard Delivery – PO Box / APO / FPO Delivery
We are able to deliver to PO Boxes, APO and FPO Addresses through DHL. Please note that this service may be tracked up to the point that DHL assumes the delivery and not beyond that point. Please add a few extra days for delivery to PO Boxes, APO and FPO Addresses plus two additional days for order processing.
Express Delivery
For an additional fee, we will provide Express Delivery by DHL to most destinations. (Orders received by 12 pm ET Monday through Thursday arrive in two to three business days; orders placed Friday and Saturday will arrive on the following Wednesday or later.)
Overnight Delivery
For an additional fee, we will provide Overnight Delivery by DHL to most destinations. If you have questions about the availability of overnight delivery to your shipping location, please check with customer service. (Orders received by 12 pm ET Monday through Thursday arrive in two business days; orders placed Friday and Saturday will arrive on the following Tuesday.)
Hazardous Materials
Certain items considered Hazardous Materials (HAZMAT), which include alcohol-based products (e.g., perfumes), are required by the US Department of Transportation to be shipped by ground-only transport due to air transport restrictions and regulations.
Federal Express and United States Postal Service have been selected as our premier delivery services. However, some packages may be delivered by an alternative carrier.
International Orders
We now accept orders with International billing addresses from certain countries. Please visit the checkout process to see if your country is included. If you wish to ship an order internationally, please review our international portal for a list of countries that accept eCommerce orders.
Out of Stock Items
L’Occitane en Provence does not offer back-ordering. If an item is out of stock from your order, you can reach out to our Customer Care Team at 1-866-623-2880 for more information. We apologize for the inconvenience.
Shipping Promotions
Free Shipping promotions do not apply to Alaska, Hawaii or Puerto Rico.
Returns Policy
Last updated: 03/30/2025
L’OCCITANE creates every product with care and passion. Should you choose to return a product within 30 days of purchase, we will happily exchange the item or refund the purchase price to the original form of payment, except cash. Items purchased with cash may only be exchanged or returned for a credit. Merchandise can be returned or exchanged to any US L’OCCITANE boutique with the original receipt. Products that have been gently used can be returned at the manager’s discretion only.
There are 3 easy ways to return merchandise:
- You can create an online return on your account via order history . You may also access the Digital Self Service option link on your order confirmation email.
- Return to any US L’OCCITANE boutique. Find your nearest boutique. Products that have been gently used can be returned in store at the manager’s discretion only.
- Please have your order number ready to initiate the return process. Refunds will be issued once the returned items are received at the L’OCCITANE warehouse and can take up to 2-3 weeks to process. A shipping fee of $5.95 will be deducted from your refund.
If your purchase included a gift with purchase (“GWP”), please return it with your merchandise to be returned or exchanged. L’OCCITANE reserves the right to reduce any eligible refund by the retail value of the unreturned GWP.
Any items purchased on SALE are final and cannot be returned for a refund or exchanged.
This policy applies to purchases made in a L’OCCITANE boutique in the USA .
If you believe you were overcharged for an item, notify a store associate, and we will refund any difference between the price charged and correct retail price.
A written copy of this policy can be provided upon request.
L’OCCITANE reserves the right to modify its return, refund, and exchange policy at any time, without notice.
Product Testimonials
L’Occitane welcomes feedback on your experience with our merchandise. We will publish on our Website both positive and negative comments, so long as the comments, reviews, or testimonials (collectively, “Testimonials”) are accurate, constructive, and not misleading.
If you submit Testimonials that we do not publish on our Website, our customer service department may contact you in order to improve our product quality and service.
We also reserve the right to edit all Testimonials for length, spelling, grammar, or for any other reason in our sole discretion so long as the meaning of the Testimonial is not materially altered.
By submitting a Testimonial to L’Occitane, you hereby grant to L’Occitane the unrestricted right to use your Testimonial in perpetuity, through any and all media formats, media channels now known or hereinafter developed, and third-party sites, without compensation. Furthermore, you hereby grant L’Occitane the right to identify the source of the Testimonial by indicating your first name, last initial, city, and/or state.
Thank you for taking the time to share your thoughts with other L’Occitane customers.
VIP & Elite Policy
If you register for the L’OCCITANE VIP Program, all personal information you provide will be used in accordance with our privacy policy available and you agree to be bound thereby.
By registering for the L’OCCITANE VIP Program, you also authorize us to contact you by mail, email, telephone, or text with promotional communications, and you may opt out of any method at any time by speaking to a Beauty Advisor or calling toll-free 1-888-623-2880.
Information that you provide to enroll in the L’OCCITANE VIP program will be used in accordance with our privacy policy available here.
Pro Micro Skin Analysis Terms and Conditions and Consent
We value your privacy as much as your skin. If you want to experience the PRO MICRO SKIN ANALYSIS, you must be at least 18 years old. As the analysis involves a scan of your skin characteristics and will be associated with your name, we are informing you in advance that the analysis will quickly collect and process your personal information. This information collected will be used to provide you with applicable product recommendations. If you want to receive a PRO MICRO SKIN ANALYSIS, please review and indicate your acceptance of the Terms and Conditions.
Terms and Conditions
These Terms and Conditions apply to our use of your personal information that you provide and that we collect from you during the PRO MICRO SKIN ANALYSIS session. These terms and conditions are in addition to those set forth in L’Occitane’s Privacy Policy.
You understand and agree that the PRO MICRO SKIN ANALYSIS will involve the collection and processing of your personal information, including photographic images of your skin and the physical collection and assessment of sebum. We will not retain or store the information collected from you, and the images and physical specimens will not be used for identification purposes.
At your request, the store associate will email you the list of recommended products if you are opted in to receive marketing emails from L’Occitane. If you request the store associate to email you the list of recommended products, the product recommendations will be stored and associated with your account.
During the PRO MICRO SKIN ANALYSIS, the associate will use the Magnifying Skin Scanner to capture images in order to analyze attributes of your face’s skin condition and collect sebum from your face using a paper strip. The images and sebum specimen will then be compared to an aggregated and anonymized database of others in your age range to provide a detailed assessment of your skin’s characteristics. Based on the results, we will provide you with product recommendations suitable for your skin.
You may have the right to request deletion of data about you at any time. Please refer to our Privacy Policy for how to submit such a request.
To receive a PRO MICRO SKIN ANALYSIS, your consent to these terms and conditions is required in advance. By proceeding with the PRO MICRO SKIN ANALYSIS session, you understand, agree to, and accept the above terms and conditions and provide your consent to L’Occitane to collect and process your personal information for the purposes of preparing and providing you with a personalized skin assessment and product recommendations based on the assessment. In addition, to participate in the PRO MICRO SKIN ANALYSIS session, you also agree to and accept the L’Occitane Privacy Policy and Terms and Conditions, including the mandatory arbitration requirement. L’Occitane may periodically update these terms and conditions.
Intellectual Property
All copyrights, trademarks, trade dress, other intellectual property and materials, including page headers, images, text, illustrations, formats, logos, designs, icons, photographs, programs, music clips or downloads, video clips, and written and other materials on our Website (collectively, the “IP”) are owned, controlled, or licensed by L’Occitane, one of its affiliates, or by third parties who have licensed their materials to L’Occitane and are protected by US and international trademark and copyright laws.
You may access, view, download, and print the IP and all other materials displayed on our Website for your personal, non-commercial use only; provided, however, that you (1) retain all copyright, trademark, or other proprietary designations contained on all IP; (2) do not modify or alter the IP in any way; and (3) do not provide or make available the IP to any third party in a commercial manner.
No license, right, title, or interest in any materials or software is transferred to you as a result of your use of our Website or your accessing, viewing, downloading, or printing of the IP. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of or exploit in any way, in whole or in part, any of the IP, our Website or any related software.
All software used on our Website is the property of L’Occitane or its suppliers and protected by US and international copyright laws. The IP and software on our Website may be used only as a shopping resource. Any other use, including the reproduction, modification, distribution, transmission, republication, display, or performance of the IP on our Website is strictly prohibited.
The compilation (meaning the collection, arrangement, and assembly) of all IP on our Website is the exclusive property of L’Occitane and is also protected by US and international copyright laws.
The trademark and service mark L’OCCITANE, the domain name, and all other graphics, logos, page headers, button icons, scripts, and service names included or made available through any of our Website are trademarks or trade dress or otherwise the exclusive property of L’Occitane in the United States and other countries.