Frequently Asked Questions
How can I contact you with any questions?
For queries relating to your order, our products or brands, making purchases through our website, deliveries or returns, or if you have any feedback or complaints please contact our Web Customer Care team.
By e-mail: [email protected]
By telephone: 0800 389 0349 (we are available from Monday to Friday from 9:00am – 5:00pm)
By post: DECLÉOR Web Customer Care Team,255 Hammersmith Road, London, W6 8AZ
If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”). You may do this using the electronic complaint form found at: www.ec.europa.eu/odr
How can I monitor my order?
Your order will be dispatched by Royal Mail within 3-5 working days after the date that you placed the order.
When your order and payment are validated, DECLÉOR will send you an Order Acknowledgment email.
Once your order has been prepared and dispatched, you will receive a Dispatch Confirmation email from DECLÉOR which confirms our acceptance of your order.
What are the estimated delivery times offered?
The estimated delivery times set out in the table below are from the date on which you place your order with us.Please note that the delivery times quoted is an estimate only.
Delivery Method: Standard Delivery by Royal Mail to addresses within the UK or Isle of Man
Estimated Delivery Time: 3-5 working days (after order date)
Products ordered by you shall be exclusively delivered in the United Kingdom and Isle of Man. Only orders with an invoicing and delivery address located in the United Kingdom or Isle of Man will be processed.
Orders for which a P.O box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.
Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions and exceptional circumstances.
What methods of payment are offered?
DECLÉOR allows you to pay for your order using secure payment methods.
You can carry out an online payment by credit/debit card and pay for your order using one of the following cards:
Visa, MasterCard or Maestro.
The information entered when making a payment on www.decleor.co.uk is never known or stored by DECLÉOR . Banking transactions are carried out in a secure manner by Global Collect or PayPal (as applicable), DECLÉOR 's designated payment partners.
For any additional information concerning payment, please contact our We Customer Care Team at [email protected] or by telephone on 0800 389 00349 (we are available from Monday to Friday from 9:00am – 5:00pm)
How do I use a promotional code?
If you have a DECLÉOR promotional code, you can let us know before confirming your order by inputting it into the field, "Promotional Code".
Once the code is entered, the offer will be directly applied to the amount that your shopping bag totals.
You will see the title/value of your code above the subtotal amount. You have the option to cancel the code you entered and enter a different one.
What is the maximum quantity and amount that I can order?
The maximum amount of your order cannot exceed £1,000.00. Moreover, the number of identical products bearing the same reference is limited to 6 for the same order and over a one month period.
How can I change or cancel my order?
Once an order has been placed, operationally we have a fast turnover for order processing, so we are unable to cancel or modify orders. We are sorry for any inconvenience this may cause. If you wish to cancel your order, you are able to refuse the order at the door when it is delivered. Once the parcel has been returned to us we can then begin the refund process.This does not affect your statutory rights. Please read our Conditions of Sale for further information.
What is the procedure for returns and refunds?
We understand that sometimes you may need to return your order. To make a return please follow the instructions below:
In light of the current circumstances, we have extended our returns policy from 28 days to 100 days until further notice. This applies to all purchases made on our website.
If you wish to return your purchase for any reason, please contact us using our online Contact Us Form, stating your order number, reasons for return and the date the order was returned. Please note that because of the Covid-19 pandemic, there may be delay in processing returns.
All other terms and conditions related to returns and refunds applies.
Our customer care team will provide you with a free DPD return to store label to return your products.
If the DPD return to store service is not available in your area our customer care team will provide a returns address and we request that you return products to us to Returns Department, L’Oréal UK Ltd, Unit 2, Fraser Place, Trafford Park, Manchester, M17 1ED via the Post Office ‘Royal Mail Signed For’ delivery method. We will pay the reasonable delivery costs you incur in returning the product to us provided that you include a returns proof of postage receipt when returning the product.
We will email you to confirm we have received your cancellation. You may also contact our Customer Care Department by telephone on 0800 028 2331.
Your right of cancellation does not apply in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection and hygiene reasons, if they become unsealed after delivery. Certain products are cellophane wrapped and/or contain a seal to be removed before use and fall within the category of ‘sealed goods’.
If the product(s) received are not those you have ordered or of they have been damaged or are faulty, then return such product(s) in their original form and packaging. In this case, if the non-compliant nature of the product is confirmed by us, we will refund the price of the product in full and where the full order is returned will 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 method we offer. For example, if we offer standard delivery of a Product within a certain timeframe at one cost but you select express delivery of a Product within a shorter timeframe at a higher cost, then we will only refund what you would have paid if you had selected the cheapest delivery method we offer. For the avoidance of doubt, if the Standard Delivery method we offer is free then you will not be refunded any delivery costs even if you opted for another delivery method which was not free.
You may cancel by contacting our Customer Care Department by telephone on 0800 028 2331 or via email to [email protected].
For more details please refer to our Terms and Conditions.
Why create an account?
To enable us to process your order, we need some information about you such as your delivery address, billing address and email address.
The creation of this account will also allow you to benefit fully from services offered by DECLÉOR , for instance creating a list of your own personal favourite products, viewing past orders, etc.
All your account information at DECLÉOR will only be used as part of your relationship with DECLÉOR .
This information can be changed by you at any time by managing your account online.
It can also be completely removed from our database upon request.
How do I find my username / password?
If you forget your password, select the "Sign in" button and select "Forgotten Password?" You will then receive a hyperlink via email which can be followed to reset your password.
How can I be informed about DECLÉOR news?
To sign up for the DECLÉOR Newsletter, simply click on the link at the top of the website. Then fill in the required fields and click "Sign Up".
You can also do so whilst creating your own account or at the checkout page and select "yes" to the question, "Would you like to sign up for our newsletter and be notified of our exclusive launches and offers?" You will need to select "OK" so that your choice is registered.
By becoming a fan of our Facebook page at Facebook/DECLEORUK, you can keep up with the latest product launches and enjoy special offers.
How do I unsubscribe from the newsletter?
You can unsubscribe from the DECLÉOR Newsletter with a single click on the link at the bottom of the page in the last newsletter you receive.
You can also send an email to our Web Customer Care Team at [email protected]