Help

1. Customer account

  • How do I create my account?
  • To create your account at the LANCEL on-line shop, enter your e-mail address, which will become your login, as well as the other required information in the appropriate fields.
  • How do I edit my account?
  • Changing your password or your billing information is very simple. Click on "My Account" and enter your login and password. Once logged in, you can view and change your personal information.
  • I have forgotten my password, how can I log in to my account?
  • When you click on the forgotten password link, please enter the email address that was used to create your account. Your password will be sent to you by email instantly. Be sure to check your junk mail or spam folder if you do not receive it
  • What do you do with my name and personal information?
  • The information that you send us to fulfil your order is only used in the context of our business relationship. This information will not be shared with third parties or resold. In compliance with the law on Data Protection of 6 January 1978, you have a right of access and correction of personal data concerning you. Your bank information (bank cards) will only used by Adyen, our partner for secure payment, in the context of your payment. We do not store any banking information concerning you.
  • Can I keep my shopping cart from one visit to the next?
  • You can find the articles that you have added to the cart during a period of one year (within the limits of stock availability) by following the instructions below:

    - Log in the same computer
    - Use the same browser
    - Use the same domain: https://www.lancel.com/,
    - Log in with the same customer account.
  • Need help ?
  • You can contact our Customer Service Department by email at contact@lancel.fr or by telephone on +33 (0)1 80 06 98 80 (Monday to Friday from 10:00 a.m to 1:00 p.m,and from 2:00 pm to 6:00 p.m).

2. Order

  • How do I place my order at the LANCEL on-line shop?
  • To place an order at the LANCEL on-line shop, just browse the site by accessing the products on offer in the different categories. You can browse by searching for a type of article or by sector. You can then choose the articles that you want to purchase by clicking on "Add to cart". Once your products are in the shopping cart, you can check the content by clicking on the cart and then let us guide you by clicking on the "Order" button. Your order is prepared in our warehouses within 48 hours and then given to the carrier according to the method of delivery and the country that you have chosen. Delivery then takes between 2 and 5 days after we give your order to the carrier.
  • How long does it take for my order to be processed?
  • All your orders are shipped within 48 hours (within the limits of stock availability). You will be kept informed by email of the preparation and delivery of your package.
  • How do I know the status of my order?
  • We send you a confirmation email a few minutes after the validation of your order. In this email you will find a summary of your order as well as a link that allows you to access your account and to track the status of your order. Your order will be processed through the following stages: "Validated" and "Shipped".
    When we hand your package to the carrier you will also receive a new email indicating that your package has been given to the carrier. In this email you will find a tracking number that will enable you to monitor the status of your package.
  • How do I cancel or change my order?
  • You have the option to cancel an order during one hour after you have placed the order.
  • Need help ?
  • You can contact our Customer Service Department by email at contact@lancel.fr or by telephone on +33 (0)1 80 06 98 80 (Monday to Friday from 10:00 a.m to 1:00 p.m,and from 2:00 pm to 6:00 p.m).

3. Payment

  • What methods of payment are accepted ?
  • We only accept the following payment methods: Credit card, Visa, Master Card, American Express, PayPal. The payments are fully secured by our partner, Adyen, European leader for online payment.
  • What bank cards are accepted?
  • You can use the following bank cards at the LANCEL e-store: Carte bleue, Visa, MasterCard and American Express.
  • How is the payment secured?
  • The LANCEL online shop uses the Adyen e-Commerce solution, which is recognised by the main financial organisations. 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. The Adyen e-Commerce payment solution has been adopted by several thousand online commerce sites. You can recognise these sites thanks to the "Payment secured by Adyen" text that appears on the Payment page.
  • Need help ?
  • You can contact our Customer Service Department by email at contact@lancel.fr or by telephone on +33 (0)1 80 06 98 80 (Monday to Friday from 10:00 a.m to 1:00 p.m,and and 2:00 pm to 6:00 p.m).

4. Delivery

      • What are the shipping types and delivery rates?
      • We offer you different shipping types : standard, express for France and strandard for International.
        France
        EXPRESS : Shipping time is 24 hour for the express delivery (from Monday to Saturday excl.Sun). Orders that are received before 2pm Monday to Friday will be delivered the next day.
        STANDARD : Estimated shipping time is 2-3 working days for Standard (from Monday to Saturday excl.Sun).
        International
        STANDARD : Shipping time is between 7 to 20 days for Standard.

        Delivery rates: They are calculated automatically when you place your order depending on the method of delivery and the country chosen. You can view the amount in your shopping cart.
        France
        EXPRESS : Express Chronopost delivery in France. Fixed price 16€.
        STANDARD : Fast Colissimo delivery in France :Fixed rate 8 € FREE 

        RELAIS COLIS : Delivery with Relais Colis in France :Fixed rate 4,95 € FREE 
        International
        STANDARD : International Colissimo/ UPS/ DHL: Variable rate (the price depends on the country of delivery) FREE.
      • Can my order be shipped abroad?
      • We currently deliver to China, united States, Portugal, Greece, Lituania, Cyprus, Austria, Belgium, Estonia, Finland, France, Romania, Germany, Ireland, Italy, Latvia, Luxembourg, Malta, the Netherlands, Slovakia, Slovenia, Spain, United Kingdom, Australia and Canada. The list of countries available for delivery will be proposed after validation of your cart.

        Items shipped outside of France may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Lancel.
      • What should I do if I am not home at the time of delivery?
      • If your carrier is Colissimo or Chronopost, the parcel is delivered directly to you and if you are not at home at that time, a non-delivery notice will be deposited in your mailbox. This notice indicates the time and the day of the attempted delivery, as well as the post office where you can pick up the parcel. You will then need to go to the post office indicated with the non-delivery notice left by the postman and a proof of identity to pick up the parcel. You then have a time limit of 14 days, after which the parcel will be returned to us.
      • What should I do if I do not receive my order?
      • If you have still not received your parcel after the stated deadlines and if you have not received a notice of non-delivery, be sure to check the status of your parcel on the Colissimo, Chronopost website depending on the method of delivery. You also can contact our Customer Services by email to contact@lancel.fr
      • What should I do if my product is damaged or if I do not receive the product I ordered?
      • In these cases please contact the customer service of the Lancel online shop before returning the article to receive instructions as to the procedure to be followed. It is very simple to do this - just contact customer service by email at contact@lancel.fr

5. Returns and refunds

      • What should I do to return a product and how long do I have to return it?
      • You have a time limit of 15 days after the reception of your parcel to return a product that you do not want to keep.
        To return a product that you do not want to keep, just follow these 3 steps:

        1. Log in to your customer account and fill in the return form. Once complete, print it to attach to your parcel.
        2. Replace the entire article in its original packaging - only articles returned in their original condition will be accepted and reimbursed.
        3. Return the parcel by Colissimo to the following address:
        The Other Store chez ADS Normandie – LANCEL
        ZAC multisite Long Buisson, 2 rue Rolland Garros
        27930 Guichainville - FRANCE
      • How much will it cost me to return a product?
      • If the return is due to an error on our part, the cost of redelivery will of course be repaid in full on proof of purchase. On the other hand if you are not satisfied with the product, the cost of return remains at your expense and we will refund your order.
        The return with RELAIS COLIS France only, are offered.
      • How will I be reimbursed?
      • Your refund will be made on the credit card used to pay for the product by recrediting it under the name "Lancel.com", via our payment partner, Adyen, within 30 days from the date of return of the package.

6. E-Reservation

            • How does the e-reservation work ?
            • You can now reserve in one click your item on Lancel.com, for free and with no obligation to purchase, and collect your order if you wish in your selected Lancel boutique.
            • What are the e-reservation steps ?
            • 1. Select your item, its size and color, and click on "Web to store".
              2. Geolocate 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 within 2 hours of the item's availability via email and text. Please wait for the confirmation before going to the selected store.
            • When and how can I pick up my reserved item ?
            • Once the e-reservation is made, you will be informed within 2 hours of the item's availability via email and text. Your article will be saved for you for 48 hours, whitout any obligation to purchase. In order to collect your item, bring your Click & Collect confirmation email and your ID. If your item is not available in the selected store, the email or text will provide you with alternatives.
            • In which store can I pick up my item ?
            • You have to collect your item in the Lancel boutique you selected during the e-reservation process on Lancel.com. The item will only be saved for you if the supply allows it. If you selected the BHV corner or the Galeries Lafayette corner, please go to the Lancel corner and not the departement store corner.
            • How long will the item be saved?
            • Once you received the email confirmation, the boutique will hold the item for 48 hours. You can cancel the e-reservation anytime, you just have to click on "Cancel" in the confirmation email.
            • Where do I pay for my reserved item ?
            • The e-reservation is free and with no obligation to purchase. If you decide to collect and purchase the item, the payment will be done in the selected boutique on the website.
            • Can I change my mind and choose a diffferent product in the store ?
            • You can reserve an item with no obligation to purchase. Your are not obligated to collect the item nor to buy it. If you are in the store, you are free to change the size, the model and shop other items.
            • Are the promotional offers on the website also available in store ?
            • Please ask the salesperson while picking up the item.
            • Can I have a red Lancel box while picking up the item ?
            • You can request a red Lancel box and a gift wrap when you pick up your item from the store.
            • Can I track the e-reservation in my customer account ?
            • For now, you can not track your e-reservation in your customer account.
            • How many item can I reserve ?
            • You can reserve only one item, in one store. If you are interested in other articles, please ask the salesperson in the store for advice.

7. Technical problems

8. Information and Services

            • How do I contact Customer Services of my on-line LANCEL shop?
            • You can contact our Customer Service Department by email at contact@lancel.fr or by telephone +33 (0)1 80 06 98 80 (Monday to Friday from 10:00 a.m to 1:00 p.m, and from 2:00 p.m to 6:00 p.m).
            • Can I get a tax refund when I buy in a Lancel boutique in France ?
            • This process concerns exclusively non-European residents, for any purchase over 175,01€. To obtain your tax refund, do not hesitate in asking your boutique for the Premier Tax Free refund form upon purchase. This form, as well as your receipt, will need 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/.
            • My Lancel item needs a repair. What is the process ?
            • All of our Lancel boutiques in France, Belgium, Italy, the Netherlands and Spain are available to take your repair and send your item to our Atelier close to Paris. See our store locator of addresses. The repair lead time is 6 weeks. Should you live outside of these countries, please contact our Customer Service via our online contact form or using the e-mail address contact@lancel.fr and we shall be happy to help you find an appropriate solution. For a repair request, please kindly attach the following information: a copy of purchase invoice or gift invoice, a photo of product as a whole, a photo of detail to be repaired and detailed explanation of requested service
            • What are the maximum dimensions of carry-on baggage ?
            • In Europe, the IATA norm is the most commonly used by airlines. The carry-on baggage should not exceed the following maximum dimensions: 55 cm (l) x 35 cm (w) x 25 cm (h) – including pockets, wheels and handles.
              We recommend that you check the authorized dimensions directly with the airline you are flying with.
            • How can I take care of my Lancel leather product?
            • In order to preserve the beauty of your Lancel leather bag, we invite you to nourish it from time to time with a leather care lotion. You may apply your leather cleaner to a cloth and gently work it into the leather. 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.

              - Protect your bag from any contact with water, chemicals or substances such as solvents, oils, make-up or perfumes which can damage leather,
              - Avoid extended exposure to sunlight and direct heat sources to help preserve the radiance of its color,
              - Avoid waterproofing treatment.

              To preserve the beauty of its shape, we recommend that you do not overfill your bag.
              When you are not using your bag, please fill it with tissue paper and store it in a dry place in its dust bag. Finally, in order to avoid any color transfer onto your bag, we suggest you avoid wearing dark clothes with a light colored bag.
              Should you wish to find out more about how to care for your Lancel item, please contact us via our online contact form. Our leather artisans will be happy to answer your query as quickly as possible.
            • How can I restore or recolor my Lancel bag ?
            • The Lancel Ateliers offer a repair service only.
              For a specific leather treatment, we suggest that you contact a dry-cleaner specialized in leather who will inform you of the feasibility of a restoration of your model.