Shipping and Returns

What types of delivery options are possible?

We only offer shop delivery for this sale within Finland. Our mail service provider is PostNord.

When should I expect to receive my order?

We will endeavour to deliver orders as soon as possible. Our events generate a high volume of orders in a short time period. Our operations teams will work to process them as quickly as possible.

Once your order has been picked, you will receive a confirmation email from "[email protected]" with this subject: "A delivery is on its way to you from LOREAL FRIENDS AND FAMILY". This email will contain your order tracking number. You will also have the possibility to track your order with PostNord app. 

Delivery can be expected within 30 days from purchase. Please allow fourteen (14) days from your order date before contacting us about your order.

Should you experience any issues please contact us through our Logistic partner at: [email protected] or call this number: +45 44 22 92 93.

Where can I get my order delivered to?

All orders are shipped to the delivery shop near the delivery address which you entered at checkout. Please note, L’Oréal will only ship within Finland.

You should not use the L’Oréal office location for these deliveries if you are a L’Oréal employee or eligible contractor.

How do I update my address?

It is not a requirement to save your address to your account. You can simply enter your address on the checkout page.

However, if you'd prefer to save your address for future events please follow the below the steps:

1. Please add in a correct address for both shipping and billing - (subject to applicable shipping restrictions as defined in the Friends and Family Terms and Conditions of Sale),
2. Navigate to the section 'Address Book',
3. Navigate to 'My Account' section,
4. Log into the Friends and Family sale website. 

My parcel was damaged, and the products cannot be used. Will they be replaced?

It will not be possible to replace the items due to limited stock availability, so a refund will be given instead.

What do I do if I am missing products?

It will not be possible to replace the items due to limited stock availability, so a refund will be given instead. 

I have changed my mind. Can I exchange or return the products?

Due to the nature of the sale, it will not be possible to offer an exchange of the items due to limited stock availability, so a refund will be given instead. All refund claims must be made within fourteen (14) days of receiving the order.

You will have to cover the shipping costs associated with the return of these goods.

Can your delivery packaging be recycled?

Because of the fact the orders are often fragile, large, or heavy and shipped all over Finland we need to use robust packaging to ensure the products arrive to customers in the best possible condition.

We will use cardboard boxes and recyclable void fill to pack these goods.