L’Occitane Australia Product Subscription Program

Frequently Asked Questions

1. What is the L’Occitane Product Subscription Program?

The Product Subscription Program allows you to automatically receive selected L’Occitane products on a recurring schedule. You choose your preferred delivery frequency, and your selected products will be delivered automatically.

2. What are the benefits of subscribing?

Subscribers enjoy:

  • 10% off all subscription orders
  • Complimentary standard shipping on every subscription order
  • Three complimentary samples included with the first subscription order

3. How does the subscription work?

When you subscribe to a product, your order will be processed and shipped automatically according to the delivery frequency you selected at checkout.

4. How do I sign up?

To join the Program:

  1. Select the Product Subscription option on an eligible product page or in your shopping cart
  2. Choose your preferred delivery frequency
  3. Complete checkout

You’ll then receive a confirmation email with access to your My Subscription section.

5. Which products are available for subscription?

Only selected products are eligible for the Product Subscription Program. Subscription availability will be shown on eligible product pages.

6. How often can I receive my subscription order?

You can choose the delivery frequency that best suits your needs from the options available at checkout.

7. Can I change my subscription frequency?

Yes. You can update your subscription frequency through your My Subscription section.

Please note that changes must be made at least 24 hours before the scheduled shipment date and may take up to 24 hours to process.

8. Can I change the next shipment date?

Yes. You can modify the next shipment date through My Subscription, subject to the 24-hour processing window.

9. Can I skip a scheduled delivery?

Yes. You can skip a scheduled delivery through My Subscription as long as the request is made at least 24 hours before the shipment date.

10. Can I pause my subscription?

Yes. You may pause your subscription and choose a future date for shipments to resume.

11. Can I cancel my subscription?

Yes, but subscriptions may only be paused or cancelled after a minimum of three completed deliveries, unless there has been a price increase or material change to the subscription. In those cases, you may cancel immediately.

12. How do I cancel my subscription?

You can cancel:

  • Online through the My Subscription section of your account, or
  • By contacting Customer Service

To prevent the next order from being processed, cancellation requests must be submitted at least 24 hours before the next scheduled shipment date.

13. How do I manage my subscription?

You can manage your subscription through your L’Occitane account in My Subscription, where you can:

  • Update products
  • Change delivery frequency
  • Modify the next shipment date
  • Skip a delivery
  • Pause future shipments
  • Update shipping and billing details
  • Update quantity or items

Please allow up to 24 hours for changes to be processed.

14. Will I be notified before my order ships?

Yes. You will receive transactional email notifications related to your subscription, including order confirmations and updates about upcoming shipments.

15. When will I be charged?

You’ll only be charged when your subscription order is shipped.

16. What payment methods are accepted?

Subscription orders require a valid credit or debit card.

The following payment methods are not accepted:

  • AfterPay
  • PayPal
  • Gift cards

17. What happens if my payment fails?

If your payment cannot be processed, you’ll receive a notification asking you to update your payment details before the order can be shipped.

18. Can I add other items to my subscription order?

We’re unable to add single non-subscription items to an existing subscription order. If you’d like to subscribe to additional products, you can do so from the product page once logged in.

19. Can subscription items ship together in the same order?

Subscription items can ship together only if they share the same:

  • order date
  • shipping address
  • billing address
  • payment method

20. Can I update my shipping address or billing information?

Yes. You can update your shipping address and billing information in My Subscription.

  • Shipping address changes apply to future orders unless otherwise specified
  • Billing updates will apply to future orders

21. Are all products available for subscription?

No. Only selected products are eligible for the Program, and subscription availability will be shown on eligible product pages.

22. Do subscription orders qualify for promotions?

The 10% subscription discount applies to subscription orders and cannot be combined with other offers unless expressly stated.

Promotional pricing generally does not apply to subscription orders, even if the order is shipped during a promotional period.

Some sign-up promotions, such as gift with purchase or purchase with purchase, may apply to the first order only, if the qualifying threshold is met after discount.

23. Is free shipping included with every order?

Yes. Complimentary standard shipping is included with every subscription order.

24. What happens if a subscribed product is out of stock or discontinued?

If a subscribed product becomes unavailable, out of stock, or discontinued:

  • We’ll notify you by email
  • The product will be removed from your subscription
  • You will not be charged for that product

25. What if the packaging of a subscribed product changes?

If the product packaging changes, you’ll receive the updated packaging version.

26. Will I receive emails about my subscription?

Yes. By enrolling, you agree to receive transactional emails related to your subscription.

These may include:

  • Order confirmations
  • Cancellation confirmations
  • Product availability updates
  • Payment failure notifications
  • Notices about material changes to the Program or your subscription

You may also receive promotional emails from L’Occitane, but you can opt out at any time.

27. What happens if L’Occitane changes or ends the Program?

L’Occitane may modify or terminate the Program at any time and will notify you by email.

If the Program ends:

  • No further charges will be applied after the termination date
  • Any amounts already paid for undelivered orders will be refunded

28. Can I return subscription products?

Yes. Subscription orders are subject to L’Occitane’s standard return policy.

To begin a return or refund:

  • Visit a L’Occitane retail boutique, or
  • Contact Customer Service if you’re unable to visit a boutique

29. What if my order arrives damaged or is missing items?

L’Occitane is not responsible for damage that occurs after delivery.

Damaged or missing items must be reported to Customer Service within 72 hours of delivery, where permitted by law and without limiting any rights you may have under the Australian Consumer Law.

30. Which items are not eligible for change-of-mind return?

Unless your rights under the Australian Consumer Law apply, the following are not eligible for refund or exchange for change-of-mind returns:

  • Sale or promotional items
  • Opened or used products

31. What are the refund conditions for online purchases?

Eligible online purchases may be refunded to the original payment method if:

  • They are returned within 14 days of receipt
  • They are unopened, unused, and in saleable condition
  • You provide the original receipt or proof of purchase

Shipping or postage charges are non-refundable for change-of-mind returns. If a product is faulty, damaged, unsafe, or does not meet a consumer guarantee under the Australian Consumer Law, reasonable return postage costs may be reimbursed.

32. How do I get help with my subscription?

For assistance, subscription management, or cancellation:

Customer Service is available Monday to Friday, 9:00 AM to 5:00 PM AEST, excluding public holidays.