FAQ

How can I track my order?

To track your order, please fill out the information requested  . The tracking number can be found in your shipping confirmation email or it can also be accessed via the Order History section for La Roche-Posay registered members. If you have questions about your order, please call us or email us and we will be happy to assist you.

Where can I buy La Roche-Posay products?

Please find our list of authorized dealers.

How can I unsubscribe from email/stop getting emails?

Log in to your La Roche-Posay membership and click on the ‘My Account’ link. If you are opted in to receive email, the email opt-in box will be checked. Simply uncheck that box and click the ‘Save Changes’ button and you will be unsubscribed from email.

I can’t remember my password, how can I get it?

If you know your email, simply to receive an email to reset your password.

How can I update my billing address?

If you are a consumer, log in to your La Roche-Posay account profile and click on the ‘Address Book’ link. The billing address on file will populate the form on this page. Make any changes necessary and click on the ‘Save Changes’ button and your new information will be saved.

What are La Roche-Posay’s shipping methods?

La Roche-Posay ships via UPS to US addresses only. We cannot accept international shipping/billing addresses.

Orders shipping to Alaska, Hawaii, or a U.S. Territory must ship via 2nd Day Air. La Roche-Posay does not ship to Puerto Rico or Guam.

At this time, La Roche-Posay does not ship to APO/FPO, P.O. Boxes. La Roche-Posay is not able to ship to P.O. Boxes within a U.S. Territory.

Orders containing Hazardous Materials ship via UPS Ground and cannot ship to APO/FPO or P.O. boxes. The following La Roche-Posay product(s) contain Hazardous Materials: Anthelios 60 Ultra Light Sunscreen Lotion Spray, Anthelios 60 Ultra Light Sunscreen Fluid, Anthelios 60 Ultra Light Sunscreen Fluid Sample, Toleriane Waterproof Mascara, Effaclar Toner, Effaclar Serum, Thermal Spring Water (150g), Serozinc.

What are La Roche-Posay’s shipping rates?

Standard Shipping Charges

• UPS Ground is a $8.00 flat rate, regardless of $ amount of order (3-5 business days)

UPS Next Day, 2nd Day Shipping

• Next Day Air is a $25.00 flat rate (contiguous US), regardless of $ amount of order (1-2 business days)
• 2nd Day Air is a $15.00 flat rate, regardless of $ amount of order (2-3 business days)

How long does it take for orders to process?

Allow up to 48 hours processing time before your order is shipped. Orders received M-F are processed same day or by the end of next business day. Orders received on Saturday & Sunday are processed by Monday or by close of business day Tuesday.

Orders must be placed by 11AM (EST) in order to be processed on the same business day and to guarantee Next Day delivery.

How do I cancel or change my order?

Orders submitted on our website process and ship very quickly. Regrettably, we cannot modify orders. There is a very short window for order cancellations. This can be done in your account’s order status or by contacting us immediately after placing your order. For orders that are past the cancellation window, you can find additional details on how to return by visiting our shipping and returns page.

How do I return or exchange an order?

Return Policy

If you are not completely satisfied with your order, you may return it within 30 days of purchase with your original receipt. Simply to initiate a return and generate a complimentary pre-paid label. Please pack the item(s) to be returned in the original packaging if possible and include the return packing slip included with your return shipping label with any return. Please call our customer care team for any inquiries.

Upon receipt of the package, the return process can take 1-2 business days to complete and 3-5 business days to post onto your account. Order credit will be issued to the original payment method and you will be notified by email.

If you would like to return your package with your own preferred mail carrier, you will still need to initiate a return online before sending. You will receive a copy of your invoice to enclose in the return package and prompted to provide a reason for your return. To ensure a quick and secure delivery, we recommend sending your return with insurance protection and keeping a copy of your return tracking number.

If you purchase La Roche-Posay products from unauthorized retailers or other unauthorized sources, we cannot offer you our money-back guarantee or otherwise assist you with any problems that you may encounter. If you require further information regarding the return of any La Roche-Posay products, please call us at 1-800-560-1803; it would be our pleasure to assist you.

Monday – Friday, 9:00 AM – 7:00 PM EST

Self-Service Cancel

Orders submitted on our website process and ship very quickly. There is a very short window for order cancellations. This can be done in your account’s order status or by contacting us immediately after placing your order. For orders that are past the cancellation window, you can find additional details on how to return by visiting our shipping and returns page.  If you have any questions or concerns, please contact us with your name and order number, and a customer care representative will respond to you as soon as possible.

Can I use a foreign credit card?

We currently accept all major US and International credit cards which include: Visa, MasterCard, American Express, Discover, or debit cards with the Visa/MasterCard logo. We do not accept personal checks and money orders.

How is sales tax charged?

All orders shipped from laroche-posay.us will be subject to sales tax, applicable in accordance with the tax code of the state and city to which the order will be shipped.

When will I get an order confirmation number?

You will be shown an order confirmation number on the last page of checkout after you have submitted payment. You will also receive a confirmation email to the email address provided at checkout within 48 hours of order submission.