Frequently Asked Questions
Register for a free My La Roche-Posay account today and enjoy these member benefits:
- Email notifications on special offers, new products and events
- Professional skincare partner offers and announcement emails
- Save product info in My Favorites section
- Saved order content & history for easy reference and re-order
Creating a My La Roche-Posay account is quick, easy and free. Click here to join.
FORGOT YOUR PASSWORDIf you forget your password, go to the "Sign in" and click on "Forgot password?". A link to change your password will be sent to your email.
EDIT MY ACCOUNTIf 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.
MY FAVORITESKeep 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.
ORDER HISTORYIf 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.
UNSUBSCRIBE FROM EMAILS1. 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.
SALES TAXAll 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.
ORDER HISTORYIf 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.
MAXIMUM PURCHASE POLICYThe L'Oréal products offered for sale on the site La Roche Posay are intended for your personal use, not directly related to your professional activity. In this regard, you should note that your order must not exceed a total of $500CAD. In addition, you cannot add more than five (5) products of the same reference to the basket during the same sale. If the order exceeds the above amount and/or number, you will not be able to complete your order.
WHY ARE THERE MULTIPLE CHARGES ON MY CREDIT CARD?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.
PROMOTIONSYou 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.
FREE SAMPLESWith 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.
DESTINATIONSLa Roche-Posay Canada offers various shipping methods. La Roche-Posay.ca ships to Canadian addresses only.
ORDER PROCESSINGOrders 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.
RETURNS AND EXCHANGES100% 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.
* Some exclusions may apply
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 30 days of receiving your parcel. You will receive an email once the refund is completed.
PROBLEMS WITH AN ORDERPlease feel free to contact us directly by filling out this form . 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.
ITEMS PURCHASED THROUGH OUR RETAILS PARTNERSWe'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 homepage and use the product browsing drop-down menu that best suits your needs.
SEARCHING BY KEYWORDThere 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.
FIND A LA ROCHE-POSAY SKINCARE PROFESSIONALLa 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 .
WHAT IS DIVERSION?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
WHY IS DIVERSION BAD?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.
ARE YOU IN DANGER?Contaminated or counterfeit products could cause irritation or even infection.
WHO IS DIVERTING PRODUCTS?Products are diverted by unauthorized distributors and other dishonest individuals who seek profit in piracy.
WHAT CAN YOU DO TO HELP STOP DIVERSION?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 fill out click here 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.
ANTI-DIVERSION PROCEDURES AND POLICIES1. 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 filling out click here
.
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
Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.
To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:
L’Oréal Canada Return Department
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC, H4S 2B9
Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.
If you have not found what you are looking for our Customer Service Specialists are available to assist you Monday – Thursday 9:00 AM EST to 5:00pm EST. Feel free to give us a call at 1-888-577-5226 or email us by filling out click here .
