Customer service

La Roche-Posay Canada, along with parent company L’Oréal Canada, is a manufacturer and distributor of hygiene and personal care products, as well as hand sanitizing (hydroalcoholic) gel. As such, we have been classified by government officials under the category of essential sanitary products.

As a complement to this authorization, the government is allowing online commerce to continue as it is the safest way for consumers to buy in the current context. As such, we continue to sell and distribute our products to consumers through this channel, via our own website, as well as retailer partners.  

We have also put in place strict security and health protocols in all our facilities, including our manufacturing plant and warehouse, to ensure the safety of all. Our warehouse team currently processing online orders work in alternate shifts to practice social distancing guidelines, which may slightly affect shipping time.  

Our number one priority remains the wellbeing of our employees and their families, our customers and our communities.  

We appreciate your understanding and support during these difficult times.

As the effects of COVID-19 continue to disrupt communities around the world, we are proud to contribute to the fight against coronavirus in our hometown. We have shifted the production of our Montreal plant to include the manufacturing of hand sanitizing (hydroalcoholic) gel, which will be donated to hospitals such as the Centre Hospitalier de l’Université de Montréal (CHUM) and McGill University Health Center (MUHC) as well as other health and charitable organizations in need. This program aims to support healthcare professionals, who are on the front-line in the fight to curb the spread of COVID-19. It’s our way of thanking them for their hard work.   For more information on our solidary plan: http://www.newswire.ca/en/releases/archive/March2020/25/c2541.html

Creating a My La Roche-Posay account is quick, easy and free. Click here to join.

If you have already created a La Roche-Posay account and cannot remember your password, click here to enter your email address and have your password emailed to you.

If you have already created a My La Roche-Posay account and would like to edit your account (for example, to update your profile or change your password), click here to log in and make updates to your account.

Keep track of your favorite La Roche-Posay products. When you become a My La Roche-Posay member you can save a list of your favorite products to come back and consult anytime. Just sign in as a Member and click on the Favorites tab to access your personal favorites. To order products from your list, add your favorite products to your bag and continue to Checkout.

If you have a My La Roche-Posay account, you can view orders that you have placed at La Roche-Posay.ca by logging in and clicking on the Orders tab. To view orders that you have placed online, click here. You may reorder from a previous purchase from My Order History.

1. Click on the Unsubscribe link that appears at the bottom of all La Roche-Posay emails that you receive.
OR
2. Log into your My La Roche-Posay account and click on the Update My Profile link on the right hand side. Simply uncheck the box next to the sentence 'I would like to receive email updates from La Roche-Posay' and click on the Edit Account Info. Simply uncheck the box next to the sentence 'I would like to receive email updates from La Roche-Posay and click the Save Changes.

Because your security is our top priority at La Roche-Posay.ca, La Roche-Posay.ca is a VeriSign Secure Site. Our partnership with VeriSign allows you to learn more about our web site before you submit any confidential information.

La Roche-Posay accepts Visa, MasterCard and AmericanExpress credit cards with Canadian billing addresses. You will be prompted to enter payment information at the last step of checkout. Credit card information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.

All orders shipped from La Roche-Posay.ca will be subject to sales tax, applicable in accordance with the tax code of the state and city to which the order will be shipped. Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation e-mail and packing slip.

If you have a My La Roche-Posay account, you can view orders that you have placed at La Roche-Posay.ca by logging in and clicking on the My Order History link on the right hand menu. To view orders that you have placed online, click here. You may reorder from a previous purchase from My Order History.

Orders placed on La Roche-Posay.ca are limited to 5 units per product, with a maximum allowable purchase of $500 per order.

When you submit an order to your credit card company an authorization hold for the amount of the order is obtained. An authorization hold is not a charge and may appear to be an amount slightly higher than the order total. It is monies held by the credit card company which guarantees that funds will be available when the order is billed. Should you encounter a problem when placing an order, several authorizations may appear on your statement. These will be deleted by the credit card company automatically usually within 7-10 business days. Should you have additional questions or concerns, please email us here. Or, call us toll-free at 1-888-577-5226, Mon – Fri 9AM-5PM EST. A La Roche-Posay Representative will be happy to assist you.

You will always receive free shipping on merchandise orders over $50. We periodically have promotions and offers on La Roche-Posay.ca, which includes promo codes for free samples, free shipping, or product discounts.

To redeem the offer of your choice, enter the promo code shown at Check Out. Each promotion may have minimum purchase requirements (taxes and shipping are excluded) and use limitations. You will see the promotion reflected in your shopping basket on the Order Confirmation page. All promotion codes are available for a limited time, while supplies last, and cannot be used once expired. All promotional samples and gifts are available while supplies last. These promotions are not redeemable for cash.

With every online merchandise order you can select three (3) free samples at Check Out. After you have selected three samples, your samples will be automatically added to your Shopping Cart and you will see them listed along with your merchandise on the Order Confirmation page. Samples are limited and change often. These samples are not redeemable for cash and are limited to two per order.

Due to the limited nature of free samples, we regret that we are unable to reship free samples if they arrive damaged, or if one or more free samples is missing from your order. Free samples are shipped with merchandise purchases ONLY. While we are unable to guarantee that the free samples you requested are included in your order, we will always do everything possible to ensure that the free samples requested are included with your order.

Receive free standard delivery on all online orders of $50 or more.

La Roche-Posay Canada offers various shipping methods. La Roche-Posay.ca ships via Canada Post to Canadian addresses only.

Orders will be processed within 1-2 business days.
Orders will be shipped Monday-Friday, excluding federal holidays within Canada. Packages do not require a signature upon delivery. An email with a tracking number is sent as soon as the order is posted.

Certain items are considered hazardous materials. These products include aerosols and alcohol-based products such as fragrances, liquid cleansers and toners, etc. These products are required to be shipped by Standard Shipping, due to air transport restrictions and regulations. In the case you have selected such items in your Shopping Bag, standard shipping will be automatically applied to you order at checkout.

100% Satisfaction Guarantee
If for any reason you are not completely satisfied with your La Roche-Posay purchase you may return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase.

Unopened and unused
To return merchandise to La Roche-Posay.ca, please follow these easy steps:
Step 1 : Pack the items along with a copy of your invoice
Step 2 : Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post. Please return to:

L’Oréal Canada Returns Department
3500 Douglas-B.-Floreani St, Door 31-32
Saint-Laurent, QC
H4S 2B9

If you received a FREE product, sample or gift with your purchase, it must be included with your returns in order to be refunded in the original form of payment.

The refund will be issued within 15 days of receiving your parcel. You will receive an email once the refund is completed.

Please feel free to contact us directly by email dgcontactlarocheposay@info-ccc.com or call 1-888-577-5226 to speak with a Customer Service Specialist Monday through Friday from 9AM to 5PM EST. It will be our pleasure to indicate how to proceed.

We are not held responsible for packages delivered to a wrong address which was provided by a customer during the checkout process. It is the customer's responsibility to provide the correct shipping details. Once an order is processed, we are unable to modify any details such as shipping information. Assuming that the item(s) returns to us, a refund will be processed.

We're sorry, but returns or exchanges for purchases made in a La Roche-Posay retail store or partnered retail location may not be returned to laroche-posay.ca. If the item you wish to return was not purchased through laroche-posay.ca, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our customer service at 1-888-577-5226 (Monday to Friday from 9AM to 5PM Eastern Time) for assistance.

On La Roche-Posay.ca you are able to browse products by Category, Skin Type, or Skin Condition. Simply visit the La Roche-Posay.ca homepage and use the product browsing drop-down menu that best suits your needs.

There is a search box located at the top right of each page on La Roche-Posay.ca. Simply type in the name of a product or other search term and click Go and you will be brought to a search results page.

La Roche-Posay.ca is proud to work with thousands of professional skincare partners throughout Canada. Click here to use our Skincare Professional Locator to find a La Roche-Posay Skincare Professional near you.

Diversion is when products are sold in "unauthorized" places. For example, all genuine La Roche-Posay products are sold exclusively through authorized La Roche-Posay skincare professional partners, on www.laroche-posay.ca, or through an authorized online retailer. La Roche-Posay products that you find outside of these places are considered to be "diverted." Click here for a list of Authorized Retailers.

Diverted products can be counterfeit, diluted formulas, old, or expired formulas that may not be safe to use. This means if you buy our products from any other outlet other than an authorized retailer, we cannot guarantee that they are authentic La Roche-Posay products that will perform as tested.

Contaminated or counterfeit products could cause irritation or even infection.

Products are diverted by unauthorized distributors and other dishonest individuals who seek profit in piracy.

Don't risk it, don't buy it! And tell your friends about the potential danger of diverted products! If you see a La Roche-Posay product for sale outside an authorized La Roche-Posay retailer, please send us an e-mail to dgcontactlarocheposay@info-ccc.com with the city, state and name of the location where you saw the products. You can also call 1-888-577-5226 to report diverters. We will conduct a full investigation.

1. Exclusive product coding is used to track the movement of La Roche-Posay products. This is the method for tracing products to industry diverters.
2. Ongoing intelligence procedures are in place to further uncover diversion schemes, including those involving misuse of the Internet.
3. Diversion information can be communicated to La Roche-Posay Sales Staff or to the Security Department by calling the La Roche-Posay Hotline at 1-888-577-5226 or by e-mailing us at dgcontactlarocheposay@info-ccc.com.

La Roche-Posay does not test any of its products or any of its ingredients on animals, anywhere in the world nor does La Roche-Posay delegate this task to others. The only possible exception is if regulatory authorities required it for safety or regulatory purposes. To learn more about animal testing please click here