Frequently Asked Questions
Payment
As you have an active customer account with L’Oréal, there is no need to pay at the time you place your order. The order will be charged to your account once you have received an email invoice for your purchase order.
In order to make sure your order can be released in a timely manner, please make sure you keep your account payment up to date.
You can use any of the payment options listed below.
Online Payment Portal:
This is the preferred payment method, and you can now use your same account login.
To pay online, go to the L’Oréal Online Payment Portal and login using your email address and password.
If you do not yet have an account but would like to sign up, please contact us at [email protected]
Alternatively, you can contact the Credit team on the following phone numbers:
Salons: 1300 651 241
Pharmacies & Clinics: 1300 133 929
Direct Deposit:
To pay by direct deposit, please use the following information:
BSB: 248-045
Account Name: L'Oreal Australia PTY LTD
Account No.: Please refer to your statement.
Reference: Please make sure to include your 7-digit L’Oréal Customer Account Number so we can identify your payment.
Credit Card over the phone
Your privacy is of the highest priority for L’Oréal and therefore please note that sharing credit card details by telephone or emails is not permitted. This is to ensure privacy of our customers and to prevent any potentially fraudulent activity.
If you would like to perform payment by credit card, we invite you to use our secured Online Payment Portal. Credit card details can be entered (and saved for future use if required) in a secured environment. If you do not yet have an account but would like to sign up, please contact us at [email protected]
Alternatively, you can contact the Credit team on the following phone numbers:
Salons: 1300 651 241
Pharmacies & Clinics: 1300 133 929
BPAY
To make a payment through BPAY contact your bank or financial institution to make a payment from your check, savings, debit or transaction account. Your Biller code and Customer reference codes will appear on your Invoice Remittance which is delivered with your products.
Can I use PayPal to pay for my order?
Unfortunately, we do not accept PayPal as a method of payment.
Your account balance has been exceeded or is past due. If this happens, please contact Credit Services at [email protected]
Alternatively, you can contact the Credit team on the following phone numbers:
Salons: 1300 651 241
Pharmacies & Clinics: 1300 133 929
Order Management
Order confirmation emails take approximately 30 minutes to be sent with the details of your order.
Once your order is dispatched from the warehouse you will receive an invoice email with the confirmed total.
If you have not received a confirmation email within 24 hours or an invoice within 3 business days, please contact Customer Care on 1300 651 991 or [email protected]
No, you will not be able to amend the order once it has been submitted.
In some cases, your Sales Representative may be able to help you with some amendments to your order, please contact them as soon as you can.
Please note that if the order has already been processed by our warehouse, we will no longer be able to make changes to your order.
For security and privacy reasons, products may only be delivered to the address listed in your account.
If you wish to change your delivery address on your L’Oreal Account, you can either:
Contact L’Oréal account services at [email protected]
Contact your L’Oréal Sales Representative.
Once these changes have been made internally, they will be reflected on this site within 24 hours.
Most orders placed online are trackable, depending on the carrier. We will send you an email with your invoice and a tracking number once your order has been dispatched from the warehouse.
You can find tracking numbers and links for existing orders in the My Orders section of this site.
If you have been overcharged for your order, please email Customer care at [email protected] within 5 business days of receiving your delivery. Please include the following details:
Account Number
Invoice Number
Description of the issue
Product codes and quantities that you have been overcharged for
Contact name and number
Alternatively, you may call Customer Care at 1300 651 991 for further assistance.
If you are missing any items from your order, or the items you have received are incorrect, please contact Customer Care at [email protected] within 5 business days of receiving your delivery.
Please include the following details:
- Account Number
- Invoice Number
- Description of the issue
- Product codes and quantities of the products relating to the issue
- The number of boxes for us to organise to collect the stock (if necessary)
- Contact name and number
Alternatively, you may call Customer Care at 1300 651 991 for further assistance.
You will receive a credit to your account for the value of your refund after the returned stock has been received at the L’Oréal warehouse and a stock check has been completed. The credit for the authorised return will be based on the amount paid for the actual returned items, including GST.
We apologise if we have made a mistake with your refund. If this is the case, please contact Customer Care on 1300 651 991 or [email protected]
Account Management
If you wish to alter any of the details on your L’Oreal Account, you can either:
Contact L’Oréal account services at [email protected]
Contact your L’Oréal Sales Representative.
Once these changes have been made internally, they will be reflected on this site within 24 hours.
Your account balance has been exceeded or is past due. If this happens, please contact Credit Services at [email protected]
Alternatively, you can contact the Credit team on the following phone numbers:
Salons Phone 1300 651 241
Pharmacies & Clinics Phone 1300 133 929
Minimum Order Values & Handling Charges
We do not apply any handling charge to L’Oréal Consumer Products, Active Cosmetics or Luxe orders, however there are minimum order value requirements. For Professional Products orders there is a $16 handling charge.
To ensure efficient processing and delivery, your total order value must meet the minimum order value to be processed. Minimum order values are applied separately by each L’Oréal division, please refer to the following table.
Consumer Products Division
Minimum Order Value - $250 | Handling Charge - $0
Luxury Products Division
Minimum Order Value - $500 | Handling Charge - $0
Active Products Division
Minimum Order Value - $120 | Handling Charge - $0
Professional Products Division
No Minimum Order Value | Handling Charge - $16
Technical Issues
For any website technical issues regarding login or navigation, please contact Customer Care on 1300 651 991 or [email protected]
Many technical issues can be resolved by clearing your browser’s cache and cookies. To do this, please see below for your device type:
iOS - Safari
If you are using Safari on an iOS device, press the Home button and go to Settings. You will see Safari listed with some other apps. Select Safari and then select ‘Clear History’ and ‘Clear Cookies and Data.’
Once you have done this, simply open Safari again and go to our website. You should now see our mobile site instead of desktop.
iOS – Chrome
If you are using Chrome on an iOS device, open the Chrome app and press the menu button in the top right-hand corner (three lines or dots). Select ‘Settings’ and then ‘Privacy’ on the next screen. Then select ‘Clear Cache’ and ‘Clear Cookies, Site Data.’
Once you have done this, simply close and reopen Chrome again and go to our website. You should now see our mobile site instead of desktop.
Android
If you are using an Android device, then with your browser open, press the Menu button. Select ‘Clear Browsing Data’ and then ‘Privacy’ on the next screen. You will see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.
If your operating system or browser is not listed, please check out your browser’s support documentation which you can find online.
If you are still experiencing difficulties, please contact Customer Care on 1300 651 991 or [email protected]
General Questions
The only difference between ordering online and ordering through your sales representative is the increased flexibility of online ordering! You can order whenever you like, wherever you are from your computer or mobile device.
Your sales representative will receive immediate notification and have full visibility into your online orders to ensure that they can provide the same level of service to you regardless of how and when you place your order.
When you click on to a product on this website you will find descriptions, images, ingredients and application or usage instructions, as well as a variety of other information. If you have additional questions about a product or how to use it, please contact your Sales Representative, Educator, or the L’Oréal Consumer Affairs hotline at 1300 651 991 or at [email protected]
To find out more about the ingredients that L’Oréal uses in its products, visit Inside Our Products.
Product stock levels are updated every day at midnight. As a result, we cannot guarantee stock availability. You will not be invoiced for any items that are not delivered.
We will endeavour to fulfil all orders promptly and supply in full. In cases where demand is high, or inventory level is low we cannot guarantee supply. You will not be invoiced for any items that are not delivered. Please continue to check the status periodically as our products are continuously restocked.
Please be assured we take data protection very seriously. For more information, please read our privacy policy in full.