FAQ

How do I monitor the progress of my order?
If you have placed your order whilst connected to your account (by creating an account or connecting to your account), you will find you order in My Account/My Orders. If necessary, you can use the link,'Track my order' located at the bottom of the page, and enter your order number and the post code for the delivery address.

The possible progress statuses for your order are as follows:

  1. - Being processed (your order has been confirmed and is currently being processed in our warehouse)
  2. - Despatched (your order has been processed and dispatched – you can track its progress on the carrier's website using the parcel number)
How do I return a product purchased in the Lacoste Online Shop?
We offer free returns. You have the right to cancel your purchase and return any purchased products (other than customized products and underwear). This right lasts until fourteen (14) days from the day on which you (or a person indicated by you) acquires physical possession of the products. Please note that it is not possible to return or exchange purchases made online in one of our stores or return or exchange products purchased in one of our stores on the online store. We invite you to reuse the packaging your order was shipped in to proceed with the return. Please return your articles in mint condition, without them being worn or washed. The sole of the shoes has to be clean and intact and the perfume's packaging still sealed. All of the packaging (plastic, boxes), accessories (glasses case), user manual and product labels have to be returned. Please check your inbox and click on the link “Register my return” in the shipment confirmation email (warning: only one return allowed per order). Print your free return label from the website and stick it onto your return parcel. Please make sure that your return package is packed and sealed securely (in or with the original packaging if possible). Drop your parcel back to the nearest Royal mail post office and make sure you keep the proof of your return given by the postman when you drop your parcel until reception of your return confirmation email. All returned products not complying with our return policy will be returned to you without refund. In case you used a promo code on your order, please note the value of the promo code is divided up proportionately to the item price. In case of return, you will get the refund of the amount paid on the returned item minus the promotion amount applied. You will then loose the promotion amount of the returned item.
If you do not have a printer at home, our customer service will be happy to send you by regular mail your return label. You can contact them by email : customerservice-uk@@lacoste.com or by phoning 0196 231 2803 (calls charged at the basic rate). Normally parcels are returned to us within 10 working days but on some occasions returned parcels are delayed especially at busy periods like Christmas or the sales. Please allow up to 15 working days before contacting us. It is important to note that refunds can take up to one month to be completed due to the time an inquiry with our logistics service and carrier company may take. We thank you for your understanding.
Can I change or cancel my order once it has been confirmed?
Once your order has been confirmed, within the next 30 minutes (to the exception of the personalized polo shirt), we can change the color/size or change the product as long as the total order amount is under the original amount or cancel the order.
How do I find the nearest store?
Find the nearest store

Ordering

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Why buy from the Lacoste Online Shop?
The Lacoste Online Shop is the official Lacoste shop on the Internet. It offers the same products as those available in stores and also products specifically for sale online.
How to order the right size?
Please check the size guide available on each product page
Is there a minimum order value?
There is no minimum order value on the Lacoste Online Shop.
Which gift packaging is proposed ?
If you select the option « Gift wrap » in your basket, all the articles in your order will be wrapped in a gift box, except the following articles which will be shipped in a Lacoste Bag : - Bags of medium and big size - Shoes - Jackets and Coats - Pants - Bathrobes - Bed sheets - Hats This service is free (it may be deactivated during the sales period)
How do I know if my order is being processed?
After placing your order normally within 15 minutes, you will receive an order confirmation email.
Can I cancel my order?
Yes, your order can be cancelled within the next 30 minutes after placing an order.
Can I change my order once it has been confirmed?
Once your order has been confirmed, within the next 30 minutes (to the exception of the personalized polo shirt), we can change the color/size or change the product as long as the total order amount is under the original amount or cancel the order.
Can I place an order by e-mail, post or fax?
We only process orders placed via the Lacoste Online Shop or by telephone with one of our agent. Our customer service is open Monday to Friday from 8 am to 6 pm and Saturday from 9 a.m to 5 p.m and reachable on : 01 96 231 2803.

Payment

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How can I pay for my order?
The following methods of payment are available at the Lacoste Online Shop:
    Size Guides:
  1. - Credit card : Visa, Mastercard, American Express.
  2. - Debit card: Maestro
  3. - Paypal

Debit Card :
We accept: Maestro Card. We will debit your credit card / debit card after dispatch of your order. Your details are transmitted in encrypted form using SSL to protect your credit / debit card information and ensure that this cannot be intercepted by third parties. You can read more on this topic under Data security.

Paypal :
PayPal is a secure online account that stores and safeguards your bank, credit or debit card details, which allows you to pay or get paid safely and easily without sharing any of your financial information. Creating your PayPal account is easy. After choosing PayPal as the Payment method in the check-out area and after click on "payment button" you are forwarded to the PayPal web site, where you only have to register for PayPal. After processing your payment you will be led back to the Lacoste site where you can finalize your order. You will receive a payment e-mail confirmation from PayPal and an order e-mail conformation from the Lacoste Online Shop.

How can I be sure my payment details are secure?
The security of your data is very important to us. As a Lacoste Online Shop customer, you can make your purchases with confidence. Generally you can visit our website without leaving personal data. However in the following situations we need your details:
    :
  • - when placing an order
  • - for a subscription to the Newsletter
  • - when registering with the Lacoste Online Shop
  1. 1. All personal data is encrypted before leaving your PC and being transmitted over the Internet. To do this, Lacoste uses the recognised secure transmission " "Secure Socket Layer" (SSL), with128 Bit encryption.The encrypted information concerning your order, your name, address, credit card or your bank details cannot be read by other people.
  2. 2. As we work with different Frames, it is possible that you will not be able to recognise the encryption directly or that your browser will not always inform you with a message showing the link with an SSL server. However, you can see the protected transmission of your data (https mode) when, in the checkout section, you press the right-hand button of the mouse and select the function, "Display the source text".
  3. 3. We save all personal information solely on a computer that is not connected to the Internet. Access by other people using the network of a modem is not, therefore, possible.
  4. 4. To prevent unauthorized access to your account and to ensure your personal data remains secure, please do not share with anyone your login or password details.
  5. 5. It is possible to unsubscribe from the Newsletter at any time. By going to the Newsletter link, you can access your data for the Newsletter at any time. In this section, you can change your details or unsubscribe from the Newsletter completely.
How do I use an promo code?
Please choose you method of delivery, then enter your promo code in the "Promotion" area of your basket and click on the "+" sign and then OK. The promo code and the corresponding discount will appear in your basket. Only one promo code can be used per order. Please note the value of the promo code is divided up proportionately to the item price. In case of return, you will get the refund of the amount paid on the returned item minus the promotion amount applied. You will then loose the promotion amount of the returned item.

Delivery & Returns

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What are the delivery options?
We offer two delivery options:
  1. - Standard delivery. Deliveries from monday to saturday takes between 5 to 6 working days during the sales. Offered by Lacoste.
  2. - Express delivery in 48h once received the confirmation of expedition for orders placed from Monday – Friday before 1 pm. For orders placed on Friday after 1 pm, delivery on Tuesdays. 9,95£
Can my order be delivered to an address of my choice?

We can deliver your order to the address of your choice. Please specify the delivery address when you place your order. Unless an alternative address is provided delivery will be made to the billing address.

We regret that we cannot deliver to a Post Box address.

Where do you deliver?
Orders placed with the Lacoste Online Shop, lacoste.com, may be delivered to United Kingdom only.
How much does delivery cost?

Standard Delivery : Offered by Lacoste

Express delivery : £9,95 - offered for orders over £180.

How long does delivery take?

If your order is placed before 1 pm from Monday to Friday it will normally be processed and shipped within 48 hours. If your order is placed on Friday after 1 pm it will be processed and dispatched on the following Monday. You will receive an e-mail confirming dispatch.

If you have chosen standard delivery then allow 5 to 6 days (Monday to Saturday) for delivery by the carrier. If you have chosen Express delivery (for orders placed from Monday to Friday before 1 pm) then allow 2 days (delivered from Monday to Friday) for delivery by the carrier. For orders placed on Friday after 1 pm, delivery on Tuesdays.

How do I know if my order has been dispatched?
When your order has been dispatched you will receive a confirmation e-mail. This e-mail will contain the parcel number which will enable you to track the progress of the delivery of your order.
What happens if I am not there when it is delivered?
Standard and express orders are delivered upon signature. A calling card will be left at your attention at your door or in the mailbox in order to organize a new appointment.
How do I monitor the progress of my order?
If you have placed your order whilst connected to your account (by creating an account or connecting to your account), you will find you order in My Account/My Orders.

The possible progress statuses for your order are as follows:

  1. - Being processed (your order has been confirmed and is currently being processed in our warehouse)
  2. - Dispatched (your order has been processed and dispatched – you can track its progress on the carrier's website using the parcel number)
How do I return a product purchased in the Lacoste Online Shop?
We offer free returns. You have the right to cancel your purchase and return any purchased products (other than customized products and underwear). This right lasts until fourteen (14) days from the day on which you (or a person indicated by you) acquires physical possession of the products. Please note that it is not possible to return or exchange purchases made online in one of our stores or return or exchange products purchased in one of our stores on the online store. We invite you to reuse the packaging your order was shipped in to proceed with the return. Please return your articles in mint condition, without them being worn or washed. The sole of the shoes has to be clean and intact and the perfume's packaging still sealed. All of the packaging (plastic, boxes), accessories (glasses case), user manual and product labels have to be returned. Please check your inbox and click on the link “Register my return” in the shipment confirmation email (warning: only one return allowed per order). Print your free return label from the website and stick it onto your return parcel. Please make sure that your return package is packed and sealed securely (in or with the original packaging if possible). Drop your parcel back to the nearest Royal mail post office and make sure you keep the proof of your return given by the postman when you drop your parcel until reception of your return confirmation email. All returned products not complying with our return policy will be returned to you without refund. In case you used a promo code on your order, please note the value of the promo code is divided up proportionately to the item price. In case of return, you will get the refund of the amount paid on the returned item minus the promotion amount applied. You will then loose the promotion amount of the returned item.
If you do not have a printer at home, our customer service will be happy to send you by regular mail your return label. You can contact them by email : customerservice-uk@@lacoste.com or by phoning 0196 231 2803 (calls charged at the basic rate). Normally parcels are returned to us within 10 working days but on some occasions returned parcels are delayed especially at busy periods like Christmas or the sales. Please allow up to 15 working days before contacting us. It is important to note that refunds can take up to one month to be completed due to the time an inquiry with our logistics service and carrier company may take. We thank you for your understanding.
Is it possible to return a product that has not been ordered from the Lacoste Online Shop?
We only accept products that have been purchased from the Lacoste Online Shop. Any product returned in error will be destroyed within 10 days unless you contact us to get it back. We will return the product free of charge but Lacoste cannot be held responsible in case the parcel gets lost on the way back to you as Lacoste didn’t have any obligation to proceed as it is not one of its product.
Is it possible to return a product to a Lacoste boutique or a department store?
It is not possible to return products purchased from the Lacoste Online Shop to a Lacoste boutique or a department store. Please follow the "How do I return a product purchased in the Lacoste Online Shop?" instructions.
How long do I have to return a product?
You have the right to cancel your purchase by returning any purchased products (other than customized products and underwear). This right lasts until fourteen (14) days from the day on which you (or a person indicated by you) acquires physical possession of the products. Please note also that you are not entitled to return products customized with our Polo Configurator.
How much does it cost to return a product?
All returns are free of charge using our return coupon.
How will I be credited after the product is returned?
  1. - When a product is returned to us, we treat the refund directly through the payment method used for placing the order.
  2. - If you paid by credit card, the value of the products returned will be credited to your card.
  3. - If you paid by PayPal, the value of the products returned will be credited to your PayPal account. .
  4. Delivery charges are not reimbursed unless the product was faulty.
How long will it take to be credited after returning a product?
Unworn products that are returned are normally credited within 3-5 days following receipt and completion of the necessary quality controls.
What should I do if I receive a damaged or faulty product?

If a product purchased from the Lacoste Online Shop does not meet Lacoste Quality Standards, you have the right to make a claim during the period of the legal guarantee. We kindly ask you to provide us with clear pictures of the product. For textile : full length of the product and detailed close up of the issue. For the shoes : above and soles and detailed close up of the issue.

Please send your detailed email explaining the encountered issue to our Customer Service :

Is it possible to exchange a product?
It is not possible to exchange a product. We invite you to return the product and place a new order. See 'How do I return a product purchased in the Lacoste Online Shop?'
Where will be order be dispatched from?
The Lacoste Online Shop warehouse is based in France.
Why should I create an account?

The benefits of creating an account with the Lacoste Online Shop are as follows:

  1. - Save your personal information for quick and easy ordering
  2. - Create a wish list of your favourite products which you can share with friends and family
  3. - Receive special offers from the Lacoste Online Shop
  4. - Receive invitations to exclusive events
  5. - Retain your order history
  6. - Save all your delivery information
What use will be made of my personal details?

Respect for your privacy is of the utmost importance. As a Lacoste Online Shop customer, you can make your purchases with confidence. We do not require your personal information except in the following situations:

  1. - Placing an order
  2. - Subscribing to the newsletter
  3. - Creating an account

The information you give us about yourself or your interests will only be used to offer you the very best service possible and to adapt our offers to your requirements.

What should I do if I do not wish to receive the newsletter?

You will only receive our newsletter if you subscribe to it via the Lacoste Online Shop website.

If you no longer wish to receive our newsletter, please use the unsubscribe link to be found at the bottom of the newsletter. This does not affect your account.

Use of the Lacoste Website

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What are the technical settings required to use the Lacoste Online Shop?
  1. - Browser software settings: to ensure the correct display and optimum operation of the Lacoste Online Shop, you must have Internet Explorer (Version 6 and above) or Mozilla/Firefox (Version 1.5 and above). For optimum display you will need to activate Java and Java Script. To enable you to place products in your basket you will also need to activate the "Allow cookies" function (located in Tools / Internet Options / Privacy if you use Internet Explorer 6.0 for Windows).
  2. - Screen definition: To see the Lacoste Online Shop correctly, you must adjust your screen to a definition equal to or greater than 1024 x 768 pixels.
How do I contact the Lacoste Online Shop?

For questions relating to the Lacoste Online Shop and orders placed through it, our customer service is here to assist you Monday through Friday from 8 a.m to 6 p.m and Saturday from 9 a.m to 5 p.m. You can contact us :

    :
  1. - By e-mail: customerservice-uk@lacoste.com

For questions relating to the Lacoste brand and its activities, please go to Lacoste.com and use the contact form.