Terms & Conditions

L'Occitane First Purchase Offer:

• Offer available in L’OCCITANE boutiques in Australia or online at au.loccitane.com.

• Offer not available in wholesalers or department stores.

• Customer must be signed up to Passport To Provence. Limit of one gift per customer.

• Available on first purchase only.

• How to redeem online: Log in/Sign up to your account and select at least one full-size and full-price product.

• Your Almond Shower Oil 35ml will automatically be added at checkout.

• If, on the rare occasion Almond Shower Oil 35ml is out of stock, or is not available in-store you will receive a replacement product from our much-loved range.

Should an item be out of stock, we would be delighted to notify you the moment it returns. Simply select “Be notified when product is back in stock” on the product’s page and share your e-mail address. You will receive a message as soon as the product is once again available.

For those who wish to discover in person, our Boutique Locator will guide you to the nearest store—though we recommend calling ahead to ensure your chosen creation awaits you.

Please note that back-order services are not offered.

The Provencal Art of Gift Giving

In Provence, it is tradition to mark special moments with gifts crafted from the region’s natural treasures. For more than 30 years, L’OCCITANE has honoured this heritage by creating fragrance, body care, and skincare made with the finest ingredients—thoughtful offerings that make every occasion feel truly special.

Each gift is wrapped in our complimentary Provençal-inspired packaging, designed to evoke the warmth and charm of the region. Our wrapping materials are crafted from paper, cardboard, and wood sourced from sustainably managed forests, so your gift feels as good to give as it does to receive.

Signature Gift Wrapping

We would be delighted to wrap your gifts with care and include a note featuring your personal message. Simply indicate your preferences in the “Add a Gift Message” section at checkout. 

• Please note that one gift message may be included per order, and items cannot be divided into separate boxes

• Many of our curated gift sets arrive beautifully wrapped already, so no additional wrapping is required. If gift wrapping is selected for these items, they will be presented in their original packaging

• Each order may be shipped to one address; for multiple destinations, kindly place a separate order for each

• A gift invoice without prices will be included with every shipment

If you have any questions, our Customer Service team is always here to assist you at customercare.au@loccitane.com.

With every online order, you are invited to select three complimentary samples from our collection of best-selling and newly released creations—perfect for discovering something new when your delivery arrives.

Simply choose your preferred trio at checkout, and they will be added to your order with pleasure.

L'OCCITANE welcomes feedback on your experience with our products. We will publish both positive and negative testimonials, so long as the products testimonials are accurate and constructive. Should you post a testimonial that we do not publish, our customer service department will contact you in order to improve our product quality and service.

​We also reserve the right to edit your testimonials for length, spelling, etc. and to post your comments in emails and other marketing materials. Thank you for taking the time to share your thoughts with other L'OCCITANE customers.

Thank you for shopping in the online store of L'occitane Australia Pty Ltd (ABN 32 093 616 043) ("we", "us" or the "Company"), a retailer of award-winning natural skincare, body and home products.
This Payment Methods and Security forms part of, and is subject to the provisions of, our Terms and Conditions. 

 

Customer Registration and Account Security

Requirement for Registration
You will need to register as a customer to use the online shopping function of this site. The Company reserves the right to make any parts of this site accessible only to users who have registered as customers.
Username and password

Upon registration with this site, you may use your email address and password to access your account. You are responsible for maintaining the security of your password for this site. The Company will not be liable for any loss or damage arising from or in connection with your failure to comply with this security obligation. You agree that the Company will be entitled to assume that any person using this site with your username and password is you or your authorised representative.

You must notify the Company immediately of any known or suspected unauthorised use of any password or any other breach of security.

User Information

In order to register an account with this site, you must agree to these Terms and provide the Company with:

• a valid email address;
• accurate billing and contact information (including your street address and the name and mobile phone number of your authorised billing contact and administrator); and
• any other information that may be required by the Company during the registration process.

You must promptly update this information to maintain its accuracy at all times.

You represent and warrant to the Company that all information provided to the Company by you, including the information provided by you through our account registration module or entered into your account profile, is true and not misleading and does not violate any applicable law or regulation or any person's intellectual property or other rights.

Multiple Accounts and Automated Account Opening

One person may not maintain more than one account with this site. Accounts registered by "bots" or other automated methods are not permitted.

Approval of Registrations

The Company reserves the right to accept or reject any application for registration of an account with this site at its discretion.

 

How to Place an Order?

You can review what is available to purchase by browsing the online categories on this site. When you have arrived at the item you wish to order, enter the quantity you desire and click on "My Bag". When your order contains the items and quantities you wish to purchase, click on the "Checkout" link underneath your order. You will then be asked to provide us with your shipping and payment (Credit Card) information.

Once you have paid via credit card your order will be processed online immediately. Once your credit card details are verified (usually takes around 6 seconds), your order is complete.

Once your order is accepted (please see below “Orders and Acceptance”), we will pack your order and ship it to you. This transaction will appear on your bank statement as a payment to L'OCCITANE Australia.

 

Orders and Acceptance

Order Constitutes Offer

By placing an order through this site, you make an irrevocable offer to us to purchase the products that you have selected pursuant to these Terms. Information contained in this site constitutes an invitation to treat only. No information in this site constitutes an offer by us to supply any products to you – however, the Company will endeavour to supply your selected products to you.

We will not commence processing any order made through this site unless and until:

• payment for the order has been received by us in full; and
• the order has passed our internal validation procedures, which are undertaken in order to verify the bona fides of each order for the purpose of preventing credit card and other fraud.

We reserve the right at our discretion to:

• at any time prior to your order being accepted in accordance with these Terms, cancel all or part of your order; and
• at any time:

• refuse to provide products to you;
• terminate your access to this site; and/or
• remove or edit any content on this site.

Acceptance of Orders

Acceptance of each order will take place if and when the Company sends the requested items to you, at the time at which the items are despatched by the Company.

Title to, and risk in, the items will pass from the Company to you at that time. In the case of physical items, after the items have been sent, we will send you an email confirming that shipment has taken place.

 

Prices

The prices of the products are those displayed on this site. The Company reserves the right to change the prices for products displayed in this site at any time before you place an order. All prices on this site are processed in Australian Dollars ($AUD).

Shipping Costs

Shipping costs will depend upon the location for delivery and the items purchased and are shown separately during checkout. Free standard delivery may be available for orders above certain amounts. Please see the Shipping & Delivery Policy.

GST

Unless otherwise expressly stated, all amounts (including products prices and shipping costs) payable through your use of this site are expressed to be inclusive of GST. For these purposes, the term "GST" has the meaning given to it in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

 

Payment Methods

Payment for orders placed through this site may be made by:

• credit card processed online using a secure third party payment gateway. Credit cards accepted include Visa, MasterCard, American Express, Credencial MasterCard and Diners;
• PayPal; and
• AfterPay (but not for the purchase of L’Occitane Gift Cards).

PayPal secure Payment Gateway

The Company uses the PayPal payment gateway provided by PayPal Australia Pty Limited (ABN 93 111 195 389) for its secure online payment transactions. Payments made through PayPal are subject to PayPal’s own terms and conditions and privacy policy, links to which are provided from the PayPal checkout pages. For more information about PayPal, see the PayPal website (http://www.paypal.com.au).

Unless you expressly consent otherwise, we do not see or have access to any personal information that you may provide to PayPal, other than information that is required in order to process your order and deliver your purchased items to you (eg, your name, email address and billing/postal address).

Third party Payment Gateways

In addition to PayPal, the Company may use one or more other third-party payment gateways to facilitate secure online payment transactions. Payments made through such payment gateways are subject to the terms and conditions and privacy policy of the relevant third-party providers. Unless you expressly consent otherwise, we do not see or have access to any personal information that you may provide to such third party payment gateway providers, other than information that is required in order to process your order and deliver your purchased items to you (eg, your name, email address and billing/postal address).

Credit and debit card payments

All major credit cards cards (Visa, MasterCard, American Express, Credencial MasterCard and Diners) are accepted. Please note that we may be unable to accept credit cards issued by banks outside of Australia in some cases. Additional transaction fees may apply if paying by credit card, in which case the additional charges will be specified at checkout.

What is a CVV/CVC?

The CVV is a 3 or 4 digit code embossed or imprinted on the reverse side of Visa & MasterCard. Visa and MasterCard have been using the CVV since the late 1990's. The CVV is an important layer of security to help you avoid Card-Not-Present responses, which can potentially cause your transaction to be denied, and may be required or recommended by some payment processors or merchant banks.

Where do I find the CVV/CVC?

Visa (three-digit CVV2 - Card Verification Value) & MasterCard (three-digit CVC2 - Card Validation Code) The CVV is the last 3 digits after the credit card number on the back of the card in the signature area.

American Express (four-digit CVC2 - Card Validation Code) The CVC is the last 4 digits after the credit card number on the back of the card in the signature area.

AfterPay

At this stage AfterPay is only available for use in our online store at this site, and not available in our boutiques. 

AfterPay offers interest-free payment plans for your online purchases, where you make the repayments on time. It offers you to buy and receive what you want today and pay it off in four equal interest-free fortnightly instalments. AfterPay charges the late fees for missed repayments.

Where you use the service of AfterPay, you agree to AfterPay’s terms of service.

L’Occitane Gift Cards are not available to purchase via After Pay.

Bill

If the delivery address is the same address of you provided in your online account, the bill will come included with the products. If the delivery address is different from your address in your online account, the bill will arrive by e-mail to you.

Security

Please see our Terms and Conditions Online.

Among others, to the maximum extent permitted by law, the Company and its officers, employees, agents, consultants, licensors, partners and affiliates expressly limit their liability for breach of any non-excludable condition or warranty/guarantee implied by virtue of any legislation to the following remedies (the choice of which is to be at the Company's sole discretion):

• the replacement of the goods or the supply of equivalent goods;
• the repair of the goods;
• the payment of the cost of replacing the goods or of acquiring equivalent goods; or
• the payment of the cost of having the goods repaired; and
• in the case of services:
• the supply of the services again; or
• the payment of the cost of having the services supplied again.

Change of Mind returns
The Company may offer change of mind returns. Please see Return Policy for details. The Company has discretion to allow or refuse change of mind returns. The Company may monitor return rate frequency and value for fraud, abuse and general security purposes.

Thank you for shopping in the online store of L'occitane Australia Pty Ltd (ABN 32 093 616 043) ("we", "us" or the "Company"), a retailer of award-winning natural skincare, body and home products.
This Security statement forms part of, and is subject to the provisions of, our Terms and Conditions and Payment Methods & Security.

 

Security 

All transactions in the online store at this site are protected by SSL (Secure Sockets Layer) and Secure Data Encryption using a 1024-bit process. All credit card payments are processed in real-time for your security and immediate peace of mind. For payment options we accept Credit Card or Direct Deposit. Accepted credit cards are MasterCard™, Visa™, American Express™ and Diners Club International™. This transaction will appear on your bank statement as a payment to L'OCCITANE Australia.
We use proven technology developed and implemented by eWAY to ensure the highest level of protection. Any information that you send to us is encoded with Secure Sockets Layer (SSL) encryption technology. This sophisticated encryption process ensures that prying eyes are unable to decode your personal data when it travels from your computer to ours, and from our computer to the bank's. You can tell your browser is in secure mode in the checkout by looking for the padlock icon in the bottom corner or at the end of the address bar of your browser window.

 

Liability and Validation

While our third party payment gateway and website hosting providers employ secure technology for transactions with our customers, we will not be responsible for any damages, including consequential losses (whether direct or indirect), that may be suffered by a customer whose credit or debit card or bank account information is used in a fraudulent or unauthorised manner by any person other than the Company.

The Company may request further information from you, such as a copy of your credit card and/or other identification documentation, as part of our internal validation procedures. These procedures help protect bank and credit card account holders from online fraud. Until your order has passed our internal fraud prevention checks, your order will remain on pending status. If further information is requested and you do not provide the requested information within such time as the Company considers appropriate at its discretion, your order will be cancelled and, if your payment has been received, it will be refunded back to you.

METHOD	COST	ORDER ARRIVAL
Standard Delivery	$10 (Free for orders over $75)	Syd, Melb, Bris: 2-3 days, Other metro areas: 4-6 days, Regional: 3-7 days
Express Delivery	$18 (Free for orders over $120)	Syd, Melb, Bris: 1-2 days, Other metro areas: 2-3 days, Regional: 3-4 days

 

Mother's Day Gifting - Last order dates for delivery by Sunday 10^th of May 2026

*Order by 12pm. Excludes rural areas

AUSTRALIA	Standard	Express
NSW	3rd May	5th May
ACT	3rd May	5th May
VIC	3rd May	5th May
QLD	3rd May	5th May
SA	1st May	3rd May
TAS	1st May	3rd May
WA	1st May	3rd May
NT	1st May	3rd May

 

Orders Containing Eau de Toilettes and Aerosols

If the item(s) in your order are declared as an aerosol(s) or Eau De Toilette(s) they require some extra care when packaging and will not qualify for express delivery.

Using a Discount Code:
Please note that when using a discount code on your order, shipping will be calculated at the discounted price rather than the valued at price.

Authority to Leave (ATL)
If you select ‘authority to leave’, you understand and agree that this gives us and/or our couriers permission to leave your order in question unattended in a safe place at the delivery address without obtaining a contactless signature confirming delivery at the delivery location. This will be where the driver deems appropriate. In these circumstances, you understand and agree that by granting us authority to leave, we and our couriers are released of all responsibility and liability for the orders delivered and left unattended, and that this responsibility and liability transfer to you on delivery.

Lost or Damaged Goods
If your order is lost or damaged in transit, please contact our Customer Service team at customercare.au@loccitane.com within 24hrs of delivery. Please note, L’Occitane in Provence is not responsible for any damages caused after delivery.

International Orders
Unfortunately, we only ship within Australia. For NZ orders please visit nz.loccitane.com and should you wish to purchase in a different country, please take a look at our international portal www.loccitane.com.

Contact us
We’re here to help. If you have any issues or questions about your order, please email customercare.au@loccitane.com  

 

 

 

 

 

 

 

 

Policy subject to the additional rights consumers have according to law. 

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. Unfortunately, our online boutique do not offer exchanges. Online purchases can be exchanged in-store within 30 days of the receipt of purchase with your invoice as proof of purchase.

To return any items, please email Customer Service at customercare.au@loccitane.com.

- All returned items must be accompanied by a copy of the original receipt. The items must be unopened and in saleable condition.

- Postage will not be refunded.

- Please note that we cannot offer exchanges or refunds on any sale, opened or used products.

- Please allow one to three weeks from the day you return your package for your request to be processed.

- 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.

- If your order is eligible for a promotional offer that reduces the purchase price of any products or the price of the overall order or includes any gift with purchase (“GWP”) and you subsequently return some portion of the order so that the order no longer qualifies for the promotional offer (including free shipping) or GWP, the GWP must be returned with merchandise submitted for a refund. L’OCCITANE reserves the right in its sole discretion to reduce the refund by the retail value of the unreturned GWP.

L'occitane Australia Pty Ltd (ABN 32 093 616 043) ("we", "us" or the "Company") is committed to privacy protection. At https://au.loccitane.com/ ("this site") and in our Boutiques and department stores, we understand the importance of keeping personal information private and secure. This privacy policy ("Privacy Policy") describes generally how we manage personal information and safeguard privacy. If you would like more information, please don't hesitate to contact us.

This Privacy Policy forms part of, and is subject to the provisions of, our Terms and Conditions.
This Privacy Policy applies to all your dealings with us and is not limited to your use of the site.

Who are we?

L’OCCITANE Australia Pty Ltd is a retailer of natural beauty products. We sell our natural beauty products through our Boutiques and department stores around Australia and online. We also operate a loyalty program called “Passport To Provence”. We are part of the L’OCCITANE International S.A. Group

The Australian Privacy Principles

We will treat all personal information in accordance with any and all obligations that are binding upon us under the Privacy Act 1988 (Cth) (“Privacy Act”). The Privacy Act lays down 13 key principles in relation to the collection and treatment of personal information, which are called the “Australian Privacy Principles”.

What is "personal information"?

Personal information held by the Company may include your:

• Name and date of birth;

• Residential and business postal addresses, telephone/mobile/fax numbers and email addresses;

• Bank account and/or credit card details for agreed billing purposes;

• Any information that you provided to us during your account creation process or added to your user profile;

• Preferences and password for using this site and your computer and connection information;

• Any information that you provided to us when you join our loyalty program “Passport To Provence” and during your loyalty membership with us; and

• Any information that you otherwise share with us.

Information provided to payment gateway providers

All purchases that are made through this site are processed securely and externally by one or more third party payment gateway providers. Unless you expressly consent otherwise, we do not see or have access to any personal information that you may provide to such third party payment gateway providers, other than information that is required in order to process your order and deliver your purchased items to you (eg, your name, email address and billing/postal address).

How we may collect your personal information

We only collect personal information that is necessary for us to conduct our business as a retailer of skincare, body and home products, which includes (without limitation) enabling users to:

• Purchase our products;

• Register an online store account;

• Write reviews of products;

• Notify us of your health conditions (including skin type and allergies) so we can facilitate your purchase;

• Enter into our competitions and get notification;

• Join our “Passport To Provence” program;

• Sign up for event or training and receive notification;

• Apply for a job with us; and

• Take part in a survey.

Information that you provide to us

We may collect personal information that you provide to us about yourself when you:

• Use this site, including (without limitation) when you: create a user account; add information to your user profile; purchase any products through this site; add reviews, forum or chat room messages or comments in any elements of this site that permit user-generated content; and complete an online contact form to contact us or provide your contact information to our Customer Service.

• Make a purchase or make a query via your visit our Boutiques or department stores or over the phone;

• Provide information to join our loyalty program “Passport To Provence”;

• Provide information to us by telephone or through marketing or competition application forms;

• Send us an email or other communication;

• Download any L’Occitane APPs; or

• Visit our social media sites; follow, like or comments on our social media sites.

Sensitive information

We collect sensitive information, in particular health information regarding your skin type i.e. this may include that you have experienced an allergic reaction using one of our products or that you have a particular skin condition or concern. The purpose of us collecting your personal information is to provide you with information about our products, facilitate your purchases, as well as develop and enhance our products and services.

IP addresses

This site may also collect Internet Protocol (IP) addresses. IP addresses are assigned to computers on the internet to uniquely identify them within the global network. The Company collects and manages IP addresses as part of the service of providing internet session management and for security purposes. The Company may also collect and use web log, computer and connection information for security purposes and to help prevent and detect any misuse of, or fraudulent activities involving, this site.

Cookies and Pixel Tags

Cookies

This site uses "cookies" to help personalise your online experience. A cookie is a text file or a packet of information that is placed on your hard disk by a web page server to identify and interact more effectively with your computer. There are two types of cookies that may be used at this site: a persistent cookie and a session cookie. A persistent cookie is entered by your web browser into the "Cookies" folder on your computer and remains in that folder after you close your browser, and may be used by your browser on subsequent visits to this site. A session cookie is held temporarily in your computer’s memory and disappears after you close your browser or shut down your computer. Cookies cannot be used to run programs. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you. In some cases, cookies may collect and store personal information about you. The Company extends the same privacy protection to your personal information, whether gathered via cookies or from other sources.

This site uses a cookie from Qubit in order to present a consistent experience to visitors. If you nominate to refuse or delete a cookie, that will take effect immediately. In all other circumstances, the cookie is typically set with a 5-year life beyond the current browser session. 

You can configure your internet browser to accept all cookies, reject all cookies or notify you when a cookie is sent. Please refer to your internet browser’s instructions to learn more about these functions. Most web browsers automatically accept cookies, but you can usually modify your browser settings to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of this site.

Why we use cookies

This site uses cookies in order to:

• Remember your preferences for using this site;

• Facilitate your navigation by indicating your last searches on this site;

• Manage the signup process when you create an account with us;

• Recognise you as logged in while you remain so. This avoids your having to log in again every time you visit a new page;

• Facilitate e-commerce transactions, to ensure that your order is remembered between pages during the checkout process;

• Show relevant notifications to you (eg, notifications that are relevant only to users who have, or have not, created an account or subscribed to newsletters or email or other subscription services); and

• Remember details of data that you choose to submit to us (eg, through online contact forms or by way of comments, forum posts, chat room messages, reviews, ratings, etc).

Many of these cookies are removed or cleared when you log out but some may remain so that your preferences are remembered for future sessions.

Third party cookies

In some cases, third parties may place cookies through this site. For example:

• Google Analytics, one of the most widespread and trusted website analytics solutions, may use cookies de-identified data about how long users spend on this site and the pages that they visit;

• Google AdSense, one of the most widespread and trusted website advertising solutions, may use cookies to serve more relevant advertisements across the web and limit the number of times that a particular advertisement is shown to you; and

• Third party social media applications (eg, Facebook, Twitter, LinkedIn, Pinterest, YouTube, Instagram, etc) may use cookies in order to facilitate various social media buttons and/or plugins in this site.

Pixel tags

Pixel tags provide us with information about your activity on our websites as well as when you open and access our emails. We sometimes disclose the information from these pixel tags to third parties, such as LinkShare. Linkshare participate with us in affiliate marketing programmes or advertising campaigns. These cookies enable us to offer tailored campaigns, and also ensure we adhere to contractual obligations to reimburse third parties for purchases made via a referral from their site i.e. to track and confirm customer cash-back payments via loyalty websites. Information collected by our pixel tags is only used to provide statistics about the use of our website and to assist us in improving your experience i.e. providing you with location based content on our website. 

How we may use your personal information

Your personal information may be used in order to:

• Verify your identity;

• Assist you to place orders through this site and in the Boutiques and department stores;

• Process any purchases of products that you may make through this site, including charging, billing and collecting debts and shipment of products to you;

• Make changes to your account;

• Respond to any queries or feedback that you may have;

• Conduct appropriate checks for credit-worthiness and for fraud;

• Prevent and detect any misuse of, or fraudulent activities involving, this site;

• Conduct research and development in respect of our products;

• Gain an understanding of your information and communication needs or obtain your feedback or views about our products in order for us to improve them; and/or

• Maintain and develop our business systems and infrastructure, including testing and upgrading of these systems,

And for any other purpose reasonably considered necessary or desirable by the Company in relation to the operation of our business.

Direct marketing

We will not use your personal information for direct marketing purposes unless you have provided express consent or your consent can reasonably be implied from the circumstances in which we collected the information. If we send you marketing material we will ensure that you can 'opt-out' of receiving any future marketing material. In relation to direct marketing via electronic means, such as email, SMS, iMessage or any mobile communication, we comply with the Spam Act 2003 and in relation to telephone marketing we comply with the Do Not Call Register Act 2006. 

We may collect precise geolocation data from your device through geofencing technology , when you access or use our digital membership card. This data may be used to deliver location-based marketing communications and promotional offers. Additionally, we may send push notifications regarding new products, promotions, and updates, which may be tailored using location information. You may manage your location and push notification preferences at any time via your device settings. If you disable push notifications on your device, you will no longer receive marketing communications via this channel.

When we may disclose your personal information

In order to deliver the products you require or for the purposes set out above, the Company may disclose your personal information to organisations outside the Company.

We may disclose your personal information to our related entities (including related bodies corporate) for them to perform any part of the Company’s functions or meet our corporate reporting obligations. These related entities may be located overseas including, but not limited to, Hong Kong and France.

We may also disclose your personal information to the organisations who carry out activities on our behalf or to provide services to us. We take reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information. These organisations may carry out or provide:

• Customer enquiries;

• Mailing systems and logistics services;

• Billing and debt-recovery functions;

• Information technology services;

• Marketing, telemarketing and sales services;

• Market research; and

• Website usage analysis.

In addition, we may disclose your personal information to:

• Your authorised representatives or legal advisers (when requested by you to do so);

• Credit-reporting and fraud-checking agencies;

• Credit providers (for credit-related purposes such as creditworthiness, credit rating, credit provision and financing);

• Our professional advisers, including our accountants, auditors and lawyers;

• Government and regulatory authorities and other organisations, as required or authorised by law;

• Organisations who manage our business strategies, including those involved in a transfer/sale of all or part of our assets or business (including accounts and trade receivables) and those involved in managing our business risk and funding functions; and

• The police or other appropriate persons where your communication suggests possible illegal activity or harm to others.

Contacting us about privacy

If you would like more information about the way we manage personal information that we hold about you, or are concerned that we may have breached your privacy, please contact us by any of the following means:

a.      Mail: P.O Box 1977, North Sydney, NSW 2059

b.      Email: privacy@loccitane.com.au   

c.      Online: Click here to access online form

Complaints

We will address any complaints you have about our handling of your personal information in accordance with our Privacy Complaints Handling Procedure. Under that procedure, you will receive an acknowledgement that we have received your complaint and the matter will then be referred for investigation by a person not directly involved in the subject matter of the complaint. Unless in exceptional circumstances, we aim to resolve the investigation and complaint within 30 days. 

Access and correction

Access to your personal information

In most cases, you may have access to personal information that we hold about you. We will handle requests for access to your personal information in accordance with the Australian Privacy Principles. All requests for access to your personal information must be directed to the Privacy Officer by email using the email address provided above or by writing to us at our postal address. We will deal with all requests for access to personal information as quickly as possible. Requests for a large amount of information, or information that is not currently in use, may require further time before a response can be given. We may charge you a fee for access if a cost is incurred by us in order to retrieve your information, but in no case will we charge you a fee for your application for access.

In some cases, we may refuse to give you access to personal information that we hold about you. This may include circumstances where giving you access would:

• Be unlawful (eg, where a record that contains personal information about you is subject to a claim for legal professional privilege by one of our contractual counterparties);

• Have an unreasonable impact on another person’s privacy; or

• Rejudice an investigation of unlawful activity.

We may also refuse access where the personal information relates to existing or anticipated legal proceedings, and the information would not be accessible by the process of discovery in those proceedings.

If we refuse to give you access, we will provide you with reasons for our refusal.

Correcting your personal information

We will amend any personal information about you that is held by us and that is inaccurate, incomplete or out of date if you request us to do so. If we disagree with your view about the accuracy, completeness or currency of a record of your personal information that is held by us, and you ask us to associate with that record a statement that you have a contrary view, we will take reasonable steps to do so.

Storage and security of your personal information

We are committed to maintaining the confidentiality of the information that you provide us and we will take all reasonable precautions to protect your personal information from unauthorised use or alteration. In our business, personal information may be stored both electronically (on our computer systems and with our website hosting provider) and in hard-copy form. Firewalls, anti-virus software and email filters, as well as passwords, protect all of our electronic information. Likewise, we take all reasonable measures to ensure the security of hard-copy information.

Third party websites

You may click-through to third party websites from this site, in which case we recommend that you refer to the privacy statement of the websites you visit. This Privacy Policy applies to this site only and the Company assumes no responsibility for the content of any third party websites.

Re-marketing

We may use the Google AdWords and/or Facebook re-marketing services to advertise on third party websites to previous visitors to this site based upon their activity on this site. This allows us to tailor our marketing to better suit your needs and to only display advertisements that are relevant to you. Such advertising may be displayed on a Google search results page or a website in the Google Display Network or inside Facebook. Google and Facebook may use cookies and/or pixel tags to achieve this. Any data so collected by Google and/or Facebook will be used in accordance with their own respective privacy policies. None of your personal Google and/or Facebook information is reported to us.

You can set preferences for how Google advertises to you using the Google Ads Settings page. Facebook has enabled an AdChoices link that enables you to opt out of targeted advertising.

Storage and processing by third parties

Data that we collect about you may be stored or otherwise processed by third party services with data centres based outside Australia , such as Google Analytics, Microsoft Azure, Amazon Web Services, Apple, etc and online relationship management tools.  We consider that the collection and such processing of this information is necessary to pursue our legitimate interests in a way that might reasonably be expected (eg, to analyse how our customers use our services, develop our services and grow our business) and which does not materially impact your rights, freedom or interests.

The Company requires that all third parties that act as “data processors” for us provide sufficient guarantees and implement appropriate technical and organisational measures to secure your data, only process personal data for specified purposes and have committed themselves to confidentiality.

Duration of retention of your data

We will only keep your data for as long as is necessary for the purpose for which it was collected, subject to satisfying any legal, accounting or reporting requirements.  At the end of any retention period, your data will either be deleted completely or anonymised (for example, by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning).  In some circumstances, you can ask us to delete your data.

Keeping your information up-to-date

To ensure that your personal information is accurate and up to date, please promptly advise us of any changes to your information by contacting our data protection officer by email at privacy@loccitane.com.au or by post.

Changes to this Privacy Policy

From time to time, it may be necessary for us to revise this Privacy Policy. Any changes will be in accordance with any applicable requirements under the Privacy Act and the Australian Privacy Principles. We may notify you about changes to this Privacy Policy by posting an updated version on this site.
 

* * * *

If you require any further information about the Privacy Act and the Australian Privacy Principles, you can visit the Australian Information Commissioner’s website.

Purchasing a Gift Card

Gift cards can be purchased online here or instore at any L’OCCITANE store. The purchase of a gift card is deemed to be complete if online, at the time you receive an order confirmation at your nominated email address; or if instore, at the time payment for the gift card is processed. You cannot cancel the purchase of a gift card or return a gift card or purchase a gift card using Afterpay.  Gift card purchases do not accrue Passport to Provence loyalty points. Loyalty points are allocated at the time of redemption. Gift card values: $25, $50, $100, $150, $200, $250, and $300. Gift card purchases do not count towards thresholds for PWP or GWPs.

Validity and Redemption

Gift cards are valid: online at the L’OCCITANE website of the country of issue; and in any L’OCCITANE store in the country of issue.

To redeem the value on a gift card: enter the unique gift card code at the online checkout; or scan the gift card instore. Gift cards are not legal tender, account cards, credit or debit cards or securities. They are not reloadable and cannot be exchanged or redeemed for cash, a discount, or anything else. eGift cards and Gift cards are not redeemable on Beauty Pod appointments.

Use

The physical gift card or eGift card must be presented in store. Gift cards are not redeemable at any wholesalers, department stores or outlet Images or bar code numbers will not be accepted.  Gift cards are valid for 36 months from purchase date, and can be used in multiple transactions. Gift cards can be used until the balance reaches zero. You can check your gift card balance here or in a L’OCCITANE boutique.  The dollar value on a gift card includes GST.  If you make a purchase using the gift card for an amount that exceeds the gift card balance, you must pay the excess amount using another payment method.  You can combine the balances of multiple gift cards to complete a purchase.  If you return or exchange a product purchased using a gift card, the return or exchange will be governed by our returns and exchanges policy. 

Loss or Damage

To the extent permitted by law, our liability is limited to replacing faulty gift cards. We will not replace any lost or stolen gift cards, or gift cards damaged by acts or omissions of you or a third party.  If your gift card is lost or stolen, you should immediately contact us so we can cancel the gift card. This does not oblige us to replace your lost or stolen gift card. 

Liability

We are not liable to you or anyone else for any losses suffered or incurred due to a delay in delivery of your gift card. We reserve the right to cancel any gift card for any reason and at any time, without notice to you. If we do so, we will provide you with a refund or a replacement gift card equal to the balance on the cancelled gift card, unless the reason for cancellation was for suspicions of fraud or illegal activity. 

Personal Data

L’Occitane collects and processes your personal information for the creation and management of the eGift card you have purchased online. You have a right to access, rectification, limitation and portability of your information. To exercise your rights, you can contact us by email at customercare.au@loccitane.com. You can also lodge a complaint with the Office of the Australian Information Commissioner. For more information, please see our Privacy Policy.

Variations

We may vary these terms and conditions from time to time.  Any variations will be effective upon the posting of the revised terms and conditions on our website. Your continued use of a gift card after the posting of the revised terms and conditions constitutes your agreement to the revised terms and conditions. 

Governing law

These terms and conditions are governed by the laws in force in New South Wales, Australia. By purchasing or using a gift card, you submit to the exclusive jurisdiction of the courts in New South Wales.

1. Overview of the Product Subscription Program
The L’Occitane en Provence(“L’Occitane”) Product Subscription program (“Program”) provides customers with the convenience of receiving selected L’Occitane products on a recurring Subscription basis. By enrolling in the Program, you agree to these Terms and Conditions.
Customers may select a preferred delivery frequency, and products will be automatically shipped according to the chosen schedule. The program includes the following benefits:
• 10% discount on all product subscription orders;
• Complimentary standard shipping on all subscription orders; and
• Three (3) complimentary samples included with the first order

2. Sign up 
To sign up to the Program, customers must:

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

Upon sign up, you will receive a confirmation email with access to the “My Subscription” section of your account.

3. Billing and Shipping
In signing up, you authorize L’Occitane to automatically charge your selected payment method for each recurring order.
Orders will be processed according to your selected frequency.
Charges will occur only when an order is shipped.

4. Subscription Management
Customers may manage their Product Subscription orders through the “ My Subscription” section of their account.
You may:
• Change delivery frequency
• Modify the next shipment date
• Skip a scheduled delivery
• Pause future subscriptions
• Update quantity or items
Changes must be made at least twenty-four (24) hours prior to the scheduled shipment date. Please allow up to 24 hours for updates to be processed.

5. Cancellation and Pause Policy
Subscriptions may be cancelled or paused only after a minimum of three (3) completed deliveries, except where a price increase or material change to the subscription has been notified, in which case customers may cancel immediately.
• Method of Cancellation: You may cancel your subscription online via the " My Subscription" section of your account or by contacting customer service. Cancellation requests must be submitted at least 24 hours before the next scheduled shipment date to prevent that specific order from being processed.
• Pause: You may temporarily pause your subscription and select a future date for shipments to resume.
Once cancelled, no further orders will be processed, and no further charges will be applied.

6. Account Information Updates
Customers are responsible for maintaining accurate account information. Updates can be made in the “My Subscription” section.
• Shipping Address: Changes apply to future orders unless otherwise specified.
• Billing Information: Payment details may be updated and will apply to future orders.

7. Adding Items to Existing Orders
We are unable to add single non-subscription items to existing subscription orders. If you would like to subscribe to further products you can do so via the product page, once logged in. 

8. Payment Methods
Product Subscription orders require a valid credit or debit card. Alternative payment methods, including AfterPay, PayPal and gift cards, are not accepted.

9. Pricing and Promotions
• The price charged for each shipment will be the price in effect at the time the order is processed.
• Promotional pricing does not apply to subscription orders, even if the order is shipped within a promotional period. 
• The 10% subscription discount is provided in lieu of any other promotional pricing and cannot be combined with other offers unless expressly stated.
• At the time of sign up, guests may receive promotions such as gift with purchase or purchase with purchase if the specified threshold is met, after discount.  This is only applicable to the first order. 
• Discounts applied at sign up may not apply to future shipments unless L'Occitane determines, in its discretion, that such discounts remain applicable at the time the order is processed.

10. Product Availability
If a subscribed product is unavailable, out of stock, or discontinued:
• L’Occitane will notify you via email; and
• The affected item will be removed from your subscription.
• You will not be charged for this product 
If a subscribed product packaging changes, you will be sent the new product packaging.

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

These communications include:
• Order confirmations and Cancellation Confirmations:
• Product availability updates
• Notifications of any material changes to the Program or your specific subscription.
• Credit card issues or payment failures.
You may also receive promotional emails from L'Occitane; you may opt out of promotional emails at any time by clicking the unsubscribe link in any such email or by contacting Customer Service.

12. Termination
L’Occitane reserves the right to modify or terminate the Program at any time and will notify you of any modification or termination by email.
In the event of termination, no further charges will be applied after the termination date and any amounts paid for undelivered orders will be refunded.

13. Customer Support
For assistance, subscription management, or cancellation, please:
Log in to your L’Occitane account;
Email: customercare.au@loccitane.com 

14. Acceptance of Terms
By enrolling in the Product Subscription Program, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. You authorise L’Occitane to charge your selected payment method for recurring orders in accordance with your selected preferences.

15. Returns Process
To initiate a return or refund:
• Visit a L’Occitane retail boutique; or
• Contact Customer Service if you are unable to visit a boutique.
Customer Service is available Monday to Friday, 9:00 AM to 5:00 PM AEST, excluding public holidays.

16. Damaged or Missing Items
L’Occitane is not responsible for damage occurring after delivery.
All claims relating to damaged or missing items must be reported to Customer Service within seventy-two (72) hours of delivery, to the extent permitted by law and without limiting any rights you may have under the Australian Consumer Law.

17. Non-Returnable Items
The following items are not eligible for refund or exchange for change-of-mind returns, unless your rights under the Australian Consumer Law apply:
• Sale or promotional items;
• Opened or used products.

18. Refunds for Online Purchases
L’Occitane will issue a full refund to the original payment method for eligible products purchased online, subject to the following conditions:
• Items must be returned within fourteen (14) days from the date of receipt;
• Items must be unopened, unused, and in saleable condition; and
• A copy of the original receipt or proof of purchase must be provided.
• Shipping or postage charges are non-refundable for change-of-mind returns. Where a product is faulty, damaged, unsafe, or does not meet a consumer guarantee under the Australian Consumer Law, L’Occitane will reimburse reasonable return postage or shipping costs incurred by the customer.

LOYALTY PROGRAM
Passport to Provence Loyalty Program Terms & Conditions
General Membership Guidelines

Passport to Provence loyalty program (the “Program”) is property of L´Occitane Australia Pty Ltd., (ABN 32 093 616 043).  The Program is open to customers for their personal use only and is limited to one account per customer. L’Occitane employees and employees of its related entities may not participate in the Program.  Customers who are legal residents of Australia, are aged at least 18 years and who provide and maintain a valid email address or postal address are eligible to become members. L’Occitane reserves the right to exclude any Program member who fails to comply with these Terms.

By joining the Program and becoming a Program member, you (individually and collectively, “you,” “your,” or “Member”), agree that you have read, understood and agree to be bound by these Program Terms and Conditions of Participation (“Terms”) or its changes or modifications.  You should review these Terms and the related policies frequently to understand the terms and conditions that apply to the Program as they may change from time to time.  These Terms do not alter in any way the terms or conditions of any other agreement you may have with us, including any agreement for products or services.  By enrolling in the Program, you also agree to be bound by our website Privacy Policy au.loccitane.com/privacy-policy and our website Terms and Conditions au.loccitane.com/terms-and-conditions, which are incorporated herein by reference.  If you do not agree to these Terms, our website Privacy Policy, and our website Terms and Conditions, you cannot participate in the Program. 

Membership in the Program and its benefits are offered at the sole discretion of L’Occitane. L’Occitane may, at any time, terminate, change, limit, modify or cancel the Program or any rules, regulations, benefits or conditions of participation by posting the modified rules at au.loccitane.com/passport-to-provence.html and your continued participation in the Program after such posting will constitute your acceptance.

Program Enrolment

You have the choice to enrol in store or online. To register in the Program and after your first purchase begin enjoying its benefits, you must have a L’Occitane customer account (the “Account”). 
 
L’Occitane may organise a loyalty program in each country it operates. Each customer can only accumulate loyalty points from the loyalty program organised by the country where they are registered and following the applicable terms and conditions. These Terms apply to the loyalty program organised by L’Occitane in Australia.
 
In store, you can ask your Beauty Host who will be happy to enrol you in the Program by creating an Account. Online, you can enrol on your own by signing up with your email address on the L’Occitane website au.loccitane.com and creating an Account. In each case, the enrolment happens at the completion of your first purchase, or after your first purchase if you have previously purchased with L’Occitane but have not signed up to the Program.
When you join the Program, you can benefit from a welcome gift on your first purchase. Available in L’Occitane boutiques or online at au.loccitane.com. Offer not available in wholesalers or department stores. L’Occitane reserves the right to withdraw the offer at any moment. Customer must be signed up to Passport To Provence. Limit of one gift per customer.
 
Only one Program account may be associated with a single email address.  In the event of a dispute over ownership of the Program membership account, the member will be deemed the authorised account holder of the email address submitted at the time of enrolment.  For purposes of these Terms, the "authorised account holder" is the natural person who is assigned to the submitted email address by an internet provider, online service provider, or other organisation (e.g., business, educational institution, etc.) that is responsible for assigning email addresses for the domain associated with the submitted email address.
 
You agree to provide true, accurate, current and complete information about yourself as prompted by the Passport to Provence Program registration and profile forms, including information provided to be able to view your account on the website au.loccitane.com, and maintain and promptly update the information to keep it true, accurate, current and complete. If you provide any data that is untrue, inaccurate, not current and incomplete, or if L’Occitane, in its discretion, suspects that your registration data is untrue, inaccurate, not current or incomplete or that you are in any way abusing your membership in the Program, L’Occitane has the right to suspend, terminate or refuse your current of future use of the Program. Each member is responsible for maintaining accurate and updated personal information to be able to access her/his member account and to redeem rewards. You may update your personal information in store by asking your Beauty Advisor or online at au.loccitane.com.
 
Program Earning

The Passport to Provence Program is a way in which we reward and thank our loyal customers for purchasing our products and treatments and for participating in online activities. You are able to reach Program loyalty tiers by making purchases. Once you reach a certain loyalty tier, you may be eligible for certain benefits and rewards applicable to that tier, whose benefits may change from time to time and may be offered on a limited basis.

The Program is a tier-based and points-based program determined by the numbers of points a member has within a single twelve-month period (1 January – 31 December) on eligible purchases. One Australian dollar is equivalent to one point.

You need to spend at least one dollar to enjoy the benefits of the Program. For the first dollar spent, you become a Traveller level member (“Traveller member”), and benefit from corresponding advantages. Once you have joined the Program and completed your first purchase, you will be eligible to receive a special gift for your second purchase. This is only valid for new customers to L'Occitane, and can be redeemed online or in-store for one month from the sign-up date. 

If you spend $100 (equivalent to 100 points) or more in the calendar year from 1 January – 31 December, you become a Voyager level member (“Voyager member”), if you spend $300 or more (equivalent to 300 points) in the calendar year from 1 January – 31 December, you will become an Explorer level member (“Explorer member”). If you spend $500 or more (equivalent to 500 points), you will become an Ambassador level member (“Ambassador member”).

You will retain this tier level for the current and the following calendar year (1 January – 31 December) and enjoy the benefits and rewards of that level. On the 1st of January of each year, your spend balance will reset to zero and you must spend at least $1, $100, $300 or $500 again in order to have a Traveller member, Voyager member, Explorer member or Ambassador member status respectively in the following year. If you do not reach those spend thresholds, you will be downgraded to the lower tier, and if you were already a Traveller member and don’t spend at least $1 then you won’t be a Passport to Provence member anymore in the following year.

For each purchase, you will have the opportunity to move up a tier level if you have spent the minimum threshold amount to reach the next tier . You will be notified via email whether you have reached Voyager, Explorer or Ambassador member tier level, and if you are already within those tiers, you will be notified by email of the benefits pertaining to your membership level.

Members must make valid purchases in order for their purchase to be counted towards their membership status. Eligible purchases include all merchandise including purchase of gift cards. Customers who purchase a gift card will have the value of the gift card counted towards their yearly spend and transformed into points.

Qualifying purchases are only those made through your Account, in all Participating L’Occitane Stores and/or through the website au.loccitane.com. Purchases are counted towards the Program immediately, (please allow a few hours for the status and badge to change on your profile) pending they have not been cancelled or refunded. 

Purchases are removed and not counted toward the Program:
o    If they have been credited due to a technical mistake made by L’Occitane;
o    If they have been credited following a fraudulent activity or an activity non-compliant with the Terms;
o    If the purchase is fully returned or cancelled, on the understanding that in case of partial return or cancellation, only purchases linked to the part of the purchase returned or cancelled will be removed;
o    If the Program is discontinued for whatever reason.

Program Benefits and Rewards

To redeem offers and rewards, you must have spent the minimum dollar amount as established by us for a particular benefit. You must be logged in to your Program account to use your benefits. Qualifying members may receive email or post mailer invitations when rewards are available if they have opted in to receiving Program emails or mailers. Some offers may only be sent by email or post, thus make sure you share an updated email and postal address.

Benefits

When rewards are available, you may be notified by email. Some rewards can be redeemed only on next purchase.

Tier Benefits

Certain benefits are based on tier level achieved and you are eligible for these benefits while you are in that tier.
These benefits will vary and are subject to change at the sole discretion of L’Occitane Australia.

Birthday Gift

All Passport To Provence members are eligible to receive a Birthday gift if their date of birth has been added to their membership account prior to the offer being generated 2 weeks before the customers birthday. Customers must purchase a minimum of one product to redeem their birthday gift in-store, or online using their unique code received via email. Birthday gift is redeemable for up to one month from when the offer is generated (2 weeks before the customers birthday). Customers will be advised of their offer via email which is sent 2 weeks prior to the customers birthday. Birthday gift must be spent in one transaction and applies to full size, full price products only.  It cannot be used for value packs, gift cards, services, solidarity products or shipping costs. Cannot be used in conjunction with any other discount, voucher or Gift With Purchase offer. It can be used in conjunction with Purchase With Purchase offers after discount, voucher value does not count towards spend qualifier. This offer is non-transferable, and no cash alternative is offered, and cannot be exchanged or returned for points, another product or service or a monetary refund. Birthday gift is available to be used in Australia only, not available to redeem at wholesalers, outlets or department stores. Customers are eligible for one birthday voucher per loyalty calendar year (January – December). L'Occitane en Provence reserves the right to change or withdraw this offer at any moment.

Complimentary Services

a.    If you are a Passport to Provence Ambassador member, you may be eligible for complimentary Facial Treatment services from time to time.
b.    These services are different from Beauty Expert treatment
1.    Service contents are different
2.    You need to book an appointment through your selected boutique, not online
3.    The service value is not redeemable with products
c.    If you are late for the appointment, we may need to shorten the length of your appointment, or, at our absolute discretion, cancel your appointment.
d.    If you do not attend a booked Complimentary Facial Treatment service appointment, you:
i.    forfeit your right to receive the service; and
ii.    will not be able to re-book the appointment.

Use Conditions of Rewards

Offers, advantages and rewards are available while supplies last and/or until the ending validity date if they are limited in time. Substitutions made by us in our sole discretion may occur. In the event an offer or reward arrives damaged, you received the wrong one, or one is missing from your order, please contact L’Occitane Customer Service.

General Terms

Neither accounts nor Program rewards or benefits may be transferred, shared or combined.  Only the account holder may accumulate rewards or benefits.  We reserve the right to monitor the number of accounts per household and refuse, merge or close additional or duplicate accounts at any time. Your account information (including security details) are confidential and should not be shared with any other person.

Rewards and benefits earned through the Program have no cash value, are non-transferable, and you have no property rights in or to rewards or other Program benefits.  Purchase balances credited to your Program account will be decreased or reversed, as applicable, if part or all of a purchase is returned or cancelled or if the credit is obtained through fraudulent or other activity that violates these Terms.  The sale, barter, transfer, or assignment of any rewards or benefits offered through the Program, other than by us, is expressly prohibited.

Rewards cannot be exchanged or returned for points, another product or service or a monetary refund.
The products and services available through the Program and any samples that we may provide to you are for personal use only. You may not sell or resell any of the products, services, or samples you purchase or otherwise receive from us. We reserve the right to cancel or reduce the quantity of any order to be filled and/or any products or services to be provided to you that we believe, in our sole discretion, may result in the violation of our Terms.
We are not responsible for rewards or benefits lost or redeemed due to fraudulent activity by you or any third party.
Upon termination of membership for any reason, all benefits are lost.

We reserve the right to change Program benefits, how members reach each Program tier and how we evaluate and reward your eligible purchases and/or other Program activity, at any time.  We reserve the right to place limits on the number of purchases or activities that are eligible for the Program and/or for any given tier, the number or types of rewards or benefits you may receive or earn in any given tier, in a given time period or for the duration of the Program, and/or any combination thereof.

If you have concerns that a purchase or other activity was not properly applied to your account, you should contact L’Occitane Customer Service. You must specify your name and email address associated with the Program, the date of the Program activity, and the issue(s) you encountered.

Program Communications

To receive communication linked to the Program, you must log you to your Account, and then tick the box “Yes, I would like to receive L'OCCITANE's email newsletter” then manage your communication preferences. Examples of communications are: welcome email or other communication helping us to manage your Account. If you unsubscribe from communications, you will no longer receive emails on the status of the Program nor emails on the benefits and rewards of the Program.

Only one program account may be associated with a single email address. To be enrolled you need to provide at least a first name, last name, and a valid email address.

You can stop receiving communications by accessing “Subscriptions & Alerts” in your personal account.

Termination and Modification

The Program and its benefits are offered at our sole discretion.  We may, in our discretion, cancel, modify, restrict or terminate these Terms and/or the Program or any aspect or feature of the Program at any time without prior notice, even though such changes may affect the value of rewards or benefits already accumulated or earned and/or the ability to redeem accumulated rewards or benefits.

We reserve the right to exclude you from or to discontinue your participation in the Program and to audit your membership account at any time, in our sole discretion. Any suspected abuse of the Program, failure to follow any Terms, illegal activity, fraud, misrepresentation or other conduct inconsistent with these Terms and/or detrimental to us or our interests, including without limitation, any suspected illegal, fraudulent other unauthorised use of any Program rewards, points, cards, credits, vouchers, coupons and/or certificates, may result in the revocation of your membership and make you ineligible for further participation in the Program.  If your membership is revoked, any rewards or benefits in your account will automatically expire and your access to the Program and features will automatically terminate. If we suspect illegal activity, fraud, misrepresentation, abuse or violation of these Terms, we also have the right to take appropriate legal action, in our sole discretion.

If you decide you no longer want to be a part of the Program, you may cancel your membership at any time unsubscribing on the Site or by asking a Beauty Advisor to do it in one of our authorised boutiques. If you cancel your membership, you will lose all accumulated purchases, benefits and tier status. Furthermore, you can cancel your personal data according to the Terms of our Privacy Policy.

Disclaimer of Warranties; Limitation of Liability

Neither L’Occitane nor our parents, subsidiaries, affiliates, partners or licensors will be responsible or liable in contract, warranty or in tort (including negligence) for any (a) interruption of business; (b) access delays or access interruptions to the Program; (c) data non-delivery, loss, theft, misdelivery, corruption, destruction or other modification; (d) loss or damages of any sort incurred as a result of dealings with or the presence of third party links on the site or use of any reward or benefit of the Program; (e) computer viruses, system failure or malfunctions which may occur in connection with your use of the site, including during hyperlink to or from third party websites; (f) any inaccuracies or omissions in Program content ; or (g) events beyond our reasonable control. We make no representations or warranties that defects or errors will be corrected.

Further neither L’Occitane nor our parents, subsidiaries, affiliates, partners or licensors will be liable for any indirect, special, punitive, incidental, or consequential damages of any kind (including lost profits) related to the Program or and your participation therein, whether in contract, warranty or in tort (including negligence).
You agree that no claim or action, whether in contract or in tort, including negligence, that linked or result from your enrollment to the Program, the using of all benefit and reward or other advantage, could not be claimed by you. If you are not happy with the Program, the termination of your membership to the Program is your sole option. We do not have any other obligation, engagement or responsibility to you.

Indemnification

You agree to defend, indemnify and hold us, our parents, subsidiaries, affiliates, partners, licensors, officers, directors, employees, and agents harmless for any loss, damages or costs, including reasonable attorneys' fees, resulting from any third party claim, action, or demand resulting from your participation in the Program in violation of any law, rule, regulation or these Terms.

Governing Law and Disputes

This Program and these Terms will be governed by and construed under the substantive laws of the jurisdiction of New South Wales, Australia.

Any dispute relating in any way to this Program, these terms, your Program membership, or the relationship between the parties shall be submitted to the competent jurisdiction of New South Wales, Australia.

Privacy

The personal information collected from you in connection with the Program, including but not limited to purchases made in connection with your Program membership will be processed by us in accordance with the L’Occitane Privacy Policy au.loccitane.com/privacy-policy. The acceptance of this Policy is required to be a membership of the Program.

Contact Us

For information about the Program and your membership, contact Customer Service via email at customercare.au@loccitane.com. We are not responsible for requests or correspondence lost or delayed in the mail or over the Internet.

These Terms and Conditions will be applied to the booking service for BEAUTY EXPERT TREATMENT and INSTORE SERVICES

 

1. MAKE AN APPOINTMENT

2. BOOKING FEE PAYMENT AND REDEMPTION

a. For online bookings the booking fee is only accepted by online payment. For bookings made in store, payments are made through the boutique POS system. 

b. The booking fee will be deducted from the total cost of the service when you receive the service on your appointment date.

c. The booking fee is redeemable for products if stated as ‘redeemable’ in the service description.

d. The amount redeemable is to be used within one transaction. Even if the product price is lower than the booking fee, the value difference cannot be refunded or reserved.

e. The redemption is only available at the store you receive the service on the day of your appointment.

f. The booking fee is not refundable except as expressly provided in these Terms and Conditions".

g. The booking fee will not be counted as a qualifier for Passport to Provence, however, the redeemed value on product will be counted as a qualifier for Passport to Provence.

h. The redeemable amount may be utilised on any product, with at least one item being a face care product (excluding lip balms), immediately following the facial treatment and aligned with the terms listed above.

i. The redeemable Signature Facial Services can only be utilised by the same customer, once every 12 weeks.

j. For facial consultation services, booking fee will not be applied, hence not redeemable on products.

 

3. CANCELATIONS

a. You can manage your bookings, including cancellations, by:

i. Follow the link in your confirmation e-mail if it is 24hours or more before your appointment; or
ii. Contact the boutique where you have an appointment during the store operating hours.

b. Consequences of cancelling an appointment are as follows:

When notice of cancellation provided	Consequences
24 hours or more before your appointment.	We will provide a full refund of the booking fee to your original payment method. Or alternatively, you can reschedule your appointment online.
Less than 24 hours and more than 2 hours before your appointment.	We will retain the booking fee paid (by way of liquidated damages). You can reschedule your appointment, however it needs to be requested by contacting the boutique during operating hours. Rescheduling your appointment is not available online.
Less than 2 hours before your appointment.	We will retain the booking fee paid (by way of liquidated damages). We are unable to reschedule your appointment, however the booking fee is redeemable on products if it states “redeemable” in the service description. The redemption must be requested within 4 weeks from the appointment date at the same store you originally booked the appointment.
No shows	Please refer to Clause 5 “No Show”

c. We reserve the right to cancel your appointment for any reason and at any time. We will endeavour to communicate to you at our earliest convenience. If we do so, we will provide you with a refund of the booking fee to your original payment method.

4. LATE ARRIVALS

a. You should arrive at the selected store at least 10 minutes before your appointment.
b. If you are late to your appointment, we may need to shorten the length of your appointment.
c. If you are more than 15 minutes late to your appointment, we may, at our absolute discretion, cancel your appointment and allow you to redeem the booking fee on products at the selected store on the day of your appointment if stated “redeemable” in the service description.
d. Clauses 4(c) apply if you arrive more than 15 minutes late at the selected boutique during its opening hours on the day of the appointment. It does not apply if you arrive after the boutique's closing time on that same day, nor on later days, which will be considered a 'no show', and clause 5 will apply.

5. NO SHOWS

If you do not attend your booked appointment or do not attend the selected store during the store's opening hours on the day of the appointment, the appointment will be cancelled and the booking fee retained (by way of liquidated damages).

GOVERNING LAW 

a. These terms and conditions are governed by the laws in force in New South Wales, Australia.
b. By booking or using a Service, you submit to the exclusive jurisdiction of the courts in New South Wales.

 

CONSUMER LAW

a. Nothing in these terms and conditions limits or excludes any rights you may have under the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth) or any other applicable consumer protection legislation.

b. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a refund or compensation where we fail to provide the service with acceptable care and skill, or where the service is not fit for the purpose you told us about.

c. If there is any inconsistency between these terms and conditions and the Australian Consumer Law, the Australian Consumer Law will prevail to the extent of the inconsistency.

The L’OCCITANE Group has been against animal testing for more than 40 years and we have never tested our products, active ingredients or raw materials on animals at any point in the product development or manufacturing process.
 
The Group is fundamentally against animal testing of beauty products on a worldwide basis. In Mainland China, where our products are retailed, the local authorities request that some cosmetic products sold on the Mainland Chinese market are tested. They view it as the best way to safeguard consumer safety.
 
We do not conduct these tests. They are done by Mainland Chinese laboratories that have been approved by local authorities on a limited animal panel. 
 
To move things forward, the cosmetics industry is developing its relationship with the Mainland Chinese authorities with the clear objective of bringing animal testing for beauty products to a definitive end. The industry has engaged with the relevant authorities and animal rights NGOs so as to highlight alternative techniques that are being used in Europe, where animal testing has now been banned.
 
This constructive dialogue has led to a series of advances in Mainland Chinese regulation, including a decision in June 2014 to end this type of testing on so-called “ordinary cosmetics” that are manufactured and packaged locally (shampoo, perfume etc.). Another major milestone was made in November 2016 when the CFDA (China Food and Drug Administration) approved the use of a non-animal test for safety assessment of certain cosmetic ingredients. Currently the NIFDC (National Institute for Food and Drug Control) is considering acceptance of other alternatives to animal testing (AAT).
 
To further demonstrate our commitment to ending animal testing, the L’OCCITANE Group has partnered with the Institute for In Vitro Sciences (IIVS). The IIVS has an active program in Mainland China dedicated to promoting the use and regulatory acceptance of AAT. More information about this program can be found on the IIVS website.
 
We remain convinced that this open dialogue with Mainland Chinese organisations will further influence Mainland Chinese regulation and put an end to animal testing once and for all.
 
Thank you for your interest and we hope this statement has clarified our position.