You can find the articles that you have added to the cart during a one year period (within the limits of stock availability) by following the instructions below:

• Log onto the same computer
• Use the same browser
• Use the same domain: https://www.lancel.com/
• Log in with the same customer account

To create your account on the LANCEL online shop, enter your e-mail address, which will become your login, as well as the other information required in the appropriate fields.

In order to change your password or your billing information, click on "My Account" and enter your login and password. Once logged in, you can consult and edit your personal information.

When you click on the forgotten password link, please enter the email address used to create your account. Your password will be then sent to you by email. Please be sure to check your junk mail or spam folder if you do not receive it.

You can contact our Customer Service Department by email at assistance@lancel.fr.

Information used to fulfil your order are only used in the context of our business relationship. These information will not be shared with any third parties or resold. In compliance with the law on Data Protection of January 6th, 1978, you have a right of access and correction of your personal data. Your bank information (bank cards) will only be used by Shopify Payments, our secure payment partner, in the context of your payment. We do not store any banking information from you.

You will receive a confirmation email a few minutes after the validation of your order. You may find in this email a summary relative to your order as well as a link to access your personal account and to track the status of your order. Your order will be processed through the following stages: "Validated" and "Shipped". Once the package is collected by the carrier, you will receive a confirmation email including the tracking number of the shipment.

Information - for purchase placed before September 16th, 2019
Due to a change of our e-commerce service provider, please note that your purchase history and current order tracking are no longer available in your customer account. To find out the status of your order or to request a return, please contact Customer Service, Monday to Friday, 10AM to 6PM (French time).

You can place an order on the LANCEL online shop by browsing the website and accessing products from different categories. You have the possibility to look out for items by type or by category. You can then select the articles that you wish to order by clicking on "Add to cart". Once selected, you may explore the content of your shopping cart by clicking on the cart tab. If you wish to place an order, follow the instructions by clicking on the "Order" button. Your order is prepared in our warehouses within 3 working days and then is given to the carrier according to the method of delivery and the country that you have chosen. Delivery then takes within 2 to 5 days once the carrier has collected the parcel.

Orders are shipped within 3 working days (within the limits of stock availability). You will be informed by email of the preparation and delivery of your package.

You may contact our Customer Service Department by email at assistance@lancel.fr.

The LANCEL online shop uses Shopify Payments, which is recognized by the main financial organizations. This solution has been developed so that you can make your payments in an ergonomic and user-friendly environment with optimum security and respect for private life. 

You may contact our Customer Service Department by email at assistance@lancel.fr.

You may use the following bank cards on the LANCEL e-shop: Carte bleue, Visa, MasterCard and American Express.

Payment methods accepted online are credit cards and PayPal. Payments are fully secured by Shopify Payments.

We currently deliver to Austria, Belgium, China, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland, the United Kingdom and the United States.

Items shipped outside of metropolitan France may be subject to import duties, taxes and/or charges which are not included in the total cost of your order and will not be covered or reimbursed by Lancel.

You may contact our Customer Service Department by email at assistance@lancel.fr.

France
Chronopost Express: the shipping time is 3 working days (2 working days for the preparation and 24 hours for the delivery, from Monday to Saturday) - Free shipping for all orders.
Chronopost delivers 17 major French cities with 100% electric vehicles, by NGV (Naturel Gas for Vehicles) and cargo bikes: Paris and its neighboring cities, Auxerre, Bordeaux, Cannes, Chartres , Lille, Lyon, Marseille, Montpellier, Nantes, Nice, Rennes, Rouen, St Laurent du Var, Strasbourg, Toulouse and Villeurbanne

*These delays might be slightly extended during the holiday season or during commercial operations.

International
DHL Standard: delivery time is 1 to 8 working days (with a preparation time of 3 working days) - Free shipping for all orders over 120€.
For orders outside the European Union, taxes and customs fees are not included and remain the responsibility of the customer.

With a Chronopost Express delivery, the parcel is delivered directly to the address mentioned. If you are not present at the time of the delivery, a non-delivery notice will be deposited in your mailbox. This notice indicates the date and time of the attempted delivery, as well as the post office where you may pick up the parcel. You should then go to the Post Office indicated with the non-delivery notice and an identity card to pick up the parcel. After 14 days, the parcel will be returned to us.

If you still have not received your parcel after the stated deadlines and if you have not received a notice of non-delivery, you have the possibility to check the delivery status of your parcel on the carrier official website using the tracking number received by email. You may also contact our Customer Service Department by email at assistance@lancel.fr.

In these cases please contact the LANCEL Customer Service Department before returning the item in order to be informed of the return policy. You may contact our Customer Service Department by email at assistance@lancel.fr.

In the case of an error regarding the content of the order or if you have received a faulty item, we invite you to contact our Customer Service team to request a return. In case of a faulty product or a product different from the one you ordered, Lancel takes in charge the return cost. In this case we will use the courier Chronopost Express in France and we send a prepaid label to the customer. For international customers, we use the carrier DHL and the cost depends on the country of origin of the parcel.

However, if you are not satisfied with the product the cost of return is at your expense and your order will be refunded. Return costs depends on the delivery company and method chosen by the customer. For more details about return procedures please consult our Return Policy.

For orders made on our website, you will get a refund on the credit card used for the payment of your order by a money tranfer under the name "Lancel.com", through Shopify Payments. The refund will be made within a maximum delay of 14 days from the date of receipt of the returned product. For payment with PayPal, your PayPal account will be credited of the amount of the order. Purchases made in store cannot be refunded.

You can contact our Customer Service Department by email at assistance@lancel.fr.

You may return your order within 30 days following the receipt of your parcel. 

For that, please follow the following steps :
1. Log into your customer account, select the item you wish to return and fill in the return form. Once completed, print it and attach it to your parcel. 2. Deposit the item in its original packaging - only items returned in their original condition will be accepted and refunded. 3. Return the parcel by the shipping method of your choice (with a tracking number) to the following address:

NIPPON EXPRESS/ L. Sogedi
ECOM - Cellule retours QUAI C & D

15 Boulevard de Beaubourg
77183 Croissy Beaubourg
FRANCE

In case you don’t have a personal account registered on lancel.com, please follow the following steps:
1. Contact the customer service assistance@lancel.fr in order to request a return.
2. Download and fill in the return form. Once completed, print it and attach it to your parcel.
4. Deposit the item in its original packaging - only items returned in their original condition will be accepted and refunded.
5. Return the parcel by the shipping method of your choice (with a tracking number) to the following address:

NIPPON EXPRESS/ L. Sogedi
QUAI C & D
15 Boulevard de Beaubourg
77183 Croissy Beaubourg
FRANCE

Customers are informed that Lancel stores do not accept the return of products purchased on lancel.com.

The e-reservation is with no obligation of purchase. Once in the store, you are free to change the model or to choose another one.

If a product you like is not available on Lancel.com, we offer you the possibility to reserve it at one of our boutiques where the item is available, free of charge and with no obligation to purchase. The collection of your order takes place in the LANCEL boutique that you have selected.
If an item is out of stock, you can click on "Reserve in boutique" on the product page and follow the steps to complete the e-reservation request.
Within 4 hours following the request, you will receive a confirmation email from the boutique and you will automatically be assigned the first available time slot. If you wish to modify the time slot, you can still update it and choose a time that is more convenient. We remind you that the product will be kept aside for you for 24 hours. Please wait for the confirmation email before visiting the selected store. In order to collect your item, present your E-reservation confirmation email and an identity card to the selected store.

Once you received the confirmation email, the store will hold the item for 24 hours. You may cancel the e-reservation anytime, by clicking on "Cancel" in the confirmation email.

You can reserve only one item, in one store. If you are interested in other items we invite you to contact a LANCEL store.

You have to collect your item in the Lancel boutique you have selected during the e-reservation process online. The item will only be saved based on its availability in the selected store. If you have selected a LANCEL corner within the BHV Marais, Galeries Lafayette or Printemps, we invite you to go directly to the LANCEL corner.

You may contact our Customer Service Department by email at assistance@lancel.fr.

1. Select your item, its size and color, and click on "Web to store".
2. Geolocalize the closest Lancel shop to check the item's availability.
3. Provide your contact details.
4. Once the e-reservation is made, you will be informed of the item's availability via an email and a text. Please wait for the confirmation before visiting the selected store.

Once the e-reservation is made, you will be informed of the item's availability via an email and a text. Your item will be put aside for you for 24 hours, without any obligation to purchase. In order to collect your item, present your Click & Collect confirmation email and an identity card to the selected store. If your item is not available, the email or text will provide you with alternatives.

The e-reservation is free of charge and with no obligation to purchase. If you decide to collect and purchase the item, the payment will be done in the selected boutique.

If your payment does not go through, please check that your card number or expiry date is correct. You may also check with your bank if the payment has not been blocked. For security reasons, customer service has no access to your bank details but remains at your service to assist you.

If you do not receive your order or shipment confirmation emails, we invite you to consult your junk emails or the "spam" folder of your email software. These are more and more sensitive to the protection of the privacy of their users, for example by identifying email messages that are not part of your contact list. We recommend that you allow https://www.lancel.com/ as a trusted sender in your anti-spam tool and/or your email.

You can reset your password by clicking on "Forgotten Password" and follow the instructions.

Due to a change of e-commerce service provider, please note that your purchase history and order tracking, prior to 16/09/2019 are no longer available in your customer account. To find out the status of your order or to request a return, please contact Customer Service, Monday to Friday, 10AM to 6PM (French time).

This process concerns exclusively non-European residents, for any purchase over 175,01€ in store. To obtain your tax refund, do not hesitate to ask our team in store for the Premier Tax Free refund form upon purchase. This form, as well as your receipt, have to be stamped by the European official customs office of your point of departure before being sent to Premier Tax Free.

For further details, please visit the Premier Tax Free website: http://www.premiertaxfree.com/

If an item is no longer available online and you do not have the possibility to visit one of our Lancel stores, you can request a home-delivery from one of our boutiques.

In order to preserve the beauty of your LANCEL leather model, we invite you to protect your bag from any contact with water, chemicals or substances such as solvents, oils, make-up or perfumes which can damage leather. Please avoid extended exposure to sunlight and direct heat sources to help preserve the radiance of its color and avoid waterproofing treatment.

We suggest that you polish your bag from time to time with a leather care lotion, such as our “Crème Essentielle pour cuirs de LANCEL” or a similar product. Apply the leather lotion to a cotton cloth and gently work it into the leather. Let it dry, then polish.
In case you use a shoe polish, we recommend that you use a neutral one in order to avoid any color transfer onto your clothes.

You may contact our Customer Service Department by email at assistance@lancel.fr.

All of our LANCEL boutiques in France, Belgium and Luxembourg are available to accept your repair and send your item to our Ateliers located close to Paris. Should you live outside of these countries, please contact our Customer Service via our online contact form or by using the e-mail address: assistance@lancel.fr and we shall be pleased to help you find an appropriate solution.