Where do I find my staff credit balance?

Your staff credit balance is in your account information as well as at the checkout

Account Information > Credit balance

Cart > Checkout

How do I use my account balance to pay?

You will find your available credit balance in the payment method section of your checkout page, select the tick box that says, “Use my credit balance of” and enter the amount of credit you would like to use for your purchase.

Why are there products missing?

There are two reasons you may not find the product you are looking for.

1. The staff store product selection may differ than what you find online and in stores, the available products are being updated on a regular basis and only products available for staff purchase will appear on the online staff store.
2. The product is out of stock, any product with very low or no stock on hand will not be visible to customers on the online staff store.

Why can I only order products in multiples?

The online staff store orders are picked directly from the Dandenong Warehouse, as such the product multiples will depend on how the products are packages.

Why can I only order 6 of a product at a time?

The existing staff ordering policy only allows team members to order 6 of a product at a time, this policy will also apply to the online staff store. You can order more than six items at a time, but they will need to consist of multiple SKU’s.

Is there a maximum order value?

Team members are only permitted to purchase up to $5000 in a calendar year, this includes all purchases across online and the physical store. If you reach this limit, the staff store team will be in touch and a block will be put on your account.

How can I track my order?

You will receive an email with tracking information, if you have any issues with tracking, you can contact [email protected]

What do I do if I have an issue with my order?

If for some reason you have an issue or simply have questions about your order, you can contact [email protected]

Can I view my previous orders?

You can view your previous orders in the Online Staff Store site, go to My account > Orders > Details

Can I cancel or change my order after I have placed it?

Orders cannot be changed once placed. However, you may request a cancellation if your order has not yet been dispatched from our warehouse. Please email customer support at [email protected]

How long will delivery take?

We aim to deliver all orders within 2 weeks after receiving your payment. Please note this is a guide only and deliveries may take longer depending on your location in Australia. If you have further queries regarding delivery, please contact customer care team via [email protected]

What happens if I am not at home during delivery?

StarTrack is our delivery partner, and all deliveries will need to be signed upon receipt of your parcel. If you are not at home, the driver will leave a 'Sorry We Missed You' card either at your front door or in your letterbox. This card has instructions about how you can collect your parcel or get it re-delivered.

If there is an issue with my order, how do I proceed?

If your order is missing a product or you have any concerns, please email our customer care team at [email protected] and provide your order details to have this investigated.

My order arrived damaged. How do I get this replaced?

Please email our customer care team at [email protected] and provide your order details to have this investigated. Please also include photos of the damages.

If I received the incorrect order, who covers the returns costs?

L’Oréal will pay for the incorrect order to be returned via Reply Paid address and replaced with correct order (subject to availability of stock). For tracked returns, the extra cost will need to be covered by the customer. Please email our customer care team at [email protected] and provide your order details to have this investigated.

I never received my order. What do I do?

Please email our customer care team at [email protected] and provide your order details to have this investigated.

I have been overcharged for my order. What do I do?

Please email our customer care team at [email protected] and provide your order details to have this investigated.

What is your returns policy?

We do not accept returns or exchange of products for change of mind.

If you receive a product which has been sent in error, or which doesn’t comply with its specification, contact us immediately at [email protected]

You must return the affected Product to us within 7 working days of you receiving it, in its original form and packaging. Once we receive it, we will inspect it and investigate any claimed defects as quickly as possible. If we determine that the product is defective, or if it has been sent to you in error, we will either refund the price you paid and the postage costs, or we will exchange the product and send you an alternative (subject to stock availability), at our discretion.

When will I receive a refund for my return?

Refunds will be processed in 5-10 business days once the stock has been returned to our warehouse and processed by our returns team.

What should I do if I have been refunded incorrectly?

Please email our customer care team at [email protected] and provide your order details to have this investigated.