FAQ

Order Information

Where is my order? Can I track my order?

Registered users have the ability to check the status of their order and if their orders have arrived. To do so, go to My Account and click on the Order History tab. You will find in this section your Star Track tracking number, just click on this number and pass the tracking number into the track field on the Star Track website. Once your order has been shipped an email will be sent to you with your Star Track courier tracking number.

Alternatively please contact our customer service departmenton 1300 752 764 – Monday to Friday 9am to 5.00pm.

How do I return an item?
  • It is L'OCCITANE's intention to satisfy our customers. For this reason we will gladly issue a full refund to the original credit card for any unopened merchandise that is returned within 14 days of the receipt of purchase.
  • To return any items, please contact Customer Service on 1300 752 764 or by email info@loccitane.com.au Monday to Friday 9.00am to 5.00pm for a return authorisation number.
  • All returned items must be accompanied by a copy of the original receipt, a return authorisation number and in unopened, saleable condition.
  • Postage will not be refunded.
  • Please note that we cannot offer exchanges or refunds on any sale products, opened or used products for change of mind.
  • Please allow one to three weeks from the day you return your package for your request to be processed. You will be contacted once your return is complete.
  • L’OCCITANE is not responsible for any damage after delivery.
  • All claims for shortages or damages must be reported to customer service within 72 hours of delivery.
  • Policy subject to the additional rights consumers have to law.



Returns and exchanges for online purchases can also be made through one of our 33 boutiques. However, we are only able to process returns if the products were purchased from L'OCCITANE directly- through one of our retail locations or our website. We are not able to process returns that were purchased through any of our wholesale partners.

What are the shipping options for my order?
  • Typically, we offer Free Standard shipping on all orders over $100. For all orders under $100 a set $10 fee is applied.
  • Purchases are shipped from our warehouse in Sydney by courier to arrive within 7-10 business days from receipt of your order.
  • Order deliveries will be made between 9am - 5pm Monday – Friday therefore a business delivery address is preferred.
  • Goods will need to be signed for upon delivery. If you cannot be there to sign for your delivery please suggest an alternative i.e. colleague, neighbour, building manager.
  • L'OCCITANE bears no responsibility for goods signed by an alternative person.
  • L’OCCITANE is not responsible for damage after delivery.
  • All claims for shortages or damages must be reported to customer service on the day of delivery.
How do I make changes or cancel my order?

Please call 1300 752 764 or email us if after hours. We cannot guarantee that cancellations or changes will be possible due to the promptness of our order processing.

Can I purchase gift cards online?

Gift vouchers cannot be purchased or redeemed online at this time. To purchase a gift voucher please visit or call your nearest L'OCCITANE Boutique.

How do I order a gift?

We'll custom wrap your gifts and include a note with your personal message, please write whether you would like Gift Wrapping and your personal message in the ADD A GIFT MESSAGE section of your transaction page. Please note however, we are unable to take any specific requests to divide the items up among the boxes. Only one gift note is available per order. Most gift sets from our Gift Boutique are already wrapped; you do not need to select additional gift wrap for these items. We cannot ship to multiple addresses. Each shipping address requires a separate order. A gift invoice without prices will be enclosed if you select this option. Please print your order for an itemized listing with prices.

How do I use a promotion code?

Most promotions on au.loccitane.com are activated through a promotional code. The way to receive our special offers is to utilise the promotion code in the correct field at the checkout. Please follow the steps below: Once you are done selecting your order, click on checkout. You will see a text field called PROMOTIONAL CODE. Simply type or copy/paste (recommended) the promotional code in this text field and click on REDEEM PROMOTION.

Some discounts don't require a promotional code. In this case, simply make sure to meet the offer requirements and your free gift will be added automatically to your basket.

Do you ship internationally?

L'OCCITANE Australia does not ship internationally. For deliveries outside of Australia, please visit our global website www.loccitane.com.

What if an item is out of stock? Do you "back order"?

If an item is out of stock, we'll happily send you an e-mail when it's back in stock. Simply click "Be notified when product is back in stock" on the product page and supply your e-mail address. We'll notify you when the item becomes available. Or, use the Boutique Locator to find a store near you (call ahead to confirm that they have your desired product in stock). L'OCCITANE does not offer a back order service.

My Account

I forgot my password, how can I find it?

If you forgot your password, simply go to login page, click on "forgot password" and we will send it to your email address we have on file.

How do I modify my personal information?

Simply go to login page and enter your login/password. You will then be able to modify your personal information.

Is it safe to give you my e-mail address?

The customer information that we have in our database is reserved for internal use only, we do not sell this information to anybody, it is kept private. This information is needed in order to get to know you better and find ways of serving you better. You also have the right and the ability to modify this information at anytime by logging on to your L'OCCITANE account.

The Brand

How do you pronounce the word L'OCCITANE?

Phonetically you pronounce our name "lox- ee- tahn".

What does "L'OCCITANE" mean?

L'OCCITANE means "the woman from Occitania". Occitania is the name of the ancient geographic area in southern France, spanning from northeastern Spain to northwestern Italy.

L'OCCITANE's Position on Animal Testing

Please take time to read and understand our position on this important subject below:

L’OCCITANE does not and never has tested its products on animals and guarantees that the active ingredients and raw materials have never been tested on animals at any point in the product development or manufacturing process.

L’OCCITANE has long been committed to the suppression of animal testing for beauty products, along with associations including One Voice and PETA. It was one of the first companies to be admitted to the British Union for the Abolition of Vivisection (BUAV) in 1997.

China’s policy is to test cosmetic products which are to be sold in the Chinese market in order to safeguard consumer safety. These tests are conducted by external laboratories in China. In December 2011 the BUAV decided to remove their accreditation from all companies operating in China. PETA followed suit this year.

Since December 2010, L’OCCITANE has been meeting with representatives from the Chinese authorities and in February 2011 the company took part in a colloquium in Beijing - together with the BUAV and the Chinese authorities - which aimed to implement alternative tests to animal testing, recognised by these same authorities.

L’OCCITANE is fundamentally committed to the abolition of animal testing of beauty products worldwide and by working with the Chinese authorities and promoting our products, which are not tested on animals during the product development and manufacturing process, to Chinese consumers, we believe we are more likely to encourage positive dialogue and prove the case for the removal of animal testing for beauty products.

L’OCCITANE continues to work alongside the BUAV as one of the main beauty brands represented on its China Taskforce. This group works with European and Chinese groups in order to promote alternative testing methods. The last meeting took place in May 2012 and regular meetings ensue. To this end, the Chinese authorities have recently launched a new program to investigate alternative testing protocols and L’OCCITANE continues to proactively participate to push for these alternatives to be implemented as soon as possible.

Click here to view the official statement on this subject by Dr Nick Palmer, Director of Policy at the BUAV.

If you have any questions that you do not see answered here,
we encourage you to contact us for more information.