FAQ List

1. Customer account

Can I keep my shopping cart from one visit to another?

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 in the same computer
- Use the same browser
- Use the same domain: https://www.lancel.com/
- Log in with the same 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?

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 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 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.


Need help?

You can contact our Customer Service Department by email at contact@lancel.fr or by phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


What do you do with my name and personal information?

Information used to fulfil your order are only used in the context of our business relationship. These 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 from you. Your bank information (bank cards) will only be used by Adyen, our secure payment partner, in the context of your payment. We do not store any banking information from you.


2. Order

How do I know the status of my order?

You will receive a confirmation email a few minutes after the validation of your order. You could 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 before 16 September 2019

Due to a change of 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).


How do I place my order at the LANCEL on-line shop?

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 search items by type or by sector. You can then select the articles that you want to order by clicking on "Add to cart". Once selected, you can 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 48 hours and then is 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 once the carrier has collected the parcel.


How long does it take for my order to be processed?

Orders are shipped within 48 hours (within the limits of stock availability). You will be informed by email of the preparation and delivery of your package.


Need help?

You can contact our Customer Service Department by email at contact@lancel.fr  or by phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


3. Payment

How is the payment secured?

The LANCEL online shop uses the Adyen e-Commerce solution, 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. The Adyen e-Commerce payment solution has been adopted by several thousand online commerce sites. You can recognize these websites 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 phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


What bank cards are accepted?

You can use the following bank cards at the LANCEL e-store: Carte bleue, Visa, MasterCard and American Express.


What methods of payment are accepted?

Payment methods accepted online are credit cards and PayPal. Payments are fully secured by our partner, Adyen, European leader for online payment.


4. Delivery

Can my order be shipped abroad?

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, 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 and will not be covered or reimbursed by Lancel.


Need help?

You can contact our Customer Service Department by email at contact@lancel.fr or by phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


What are the shipping types and delivery rates?

France

Chronopost Express: the delivery time is 24 hours (from Monday to Saturday, excluding public holidays) – 16€ FREE

International

DHL Standard: delivery time is 7 to 20 working days (from Monday to Saturday, excluding public holidays) – FREE

These shipping times do not include the 48 hours preparation time. 


For orders outside France, taxes and customs fees are not included and remain the responsibility of the customer.


What should I do if I am not home at the time of delivery?

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 can 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.


What should I do if I do not receive my order?

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 can also contact our Customer Service Department by email at contact@lancel.fr or by phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


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 LANCEL Customer Service team before returning the article in order to be informed of the return policy. You can contact our Customer Service Department by email at contact@lancel.fr  or by phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


5. Returns and refunds

How much cost the return a product?

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.
If you are not satisfied with the product, the cost of return remains at your expense and the order will be refunded.


How will I get a refund?

You will get a refund on the credit card used for the payment of your order by a credit under the name "Lancel.com", through our payment partner, Adyen, within 20 working days from the date of return of the package.
For payment with PayPayl, your PayPal account will be credited of the amount of the order.


Need help?

You can contact our Customer Service Department by email at contact@lancel.fr or by phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


What should I do to return a product and how long do I have to return it?

You can return your order within 15 days after the receipt of your parcel by following these steps

1. Log into your customer account and fill in the return form. Once completed, print and attach it to attach to your parcel.

2. Deposit the item 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: 

ID LOGISTICS | L.Sogedi
CELLULE RETOURS
Zone d’activités « Les Bellevues »
16 avenue du Gros Chêne
95610 ÉRAGNY SUR OISE
FRANCE

 


6. E-reservation

Can I change my mind and choose a different product in the store?

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


How does the e-reservation work?

You can reserve your item on Lancel.com, free of charge and with no obligation to purchase, and collect your order if you wish in your selected LANCEL boutique.


How long will the item be saved?

Once you received the email confirmation, the store will hold the item for 48 hours. You can cancel the e-reservation anytime, by clicking on "Cancel" in the confirmation email.


How many item can I reserve?

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


In which store can I pick up my item?

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 availability in the store selected. 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.


Need help?

You can contact our Customer Service Department by email at contact@lancel.fr or by phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


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 availability. 
3. Provide your contact details.
4. Once the e-reservation is made, you will be informed of the item availability via email and text. Please wait for the confirmation before visiting the selected store.


When and how can I pick up my reserved item?

Once the e-reservation is made, you will be informed of the item availability via email and text. Your article will be saved for you for 48 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.


Where do I pay for my reserved item?

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.


7. Technical problems

I can’t make my payment, what should I do?

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


I do not receive your confirmation emails of order and shipment, what should I do?

If you do not receive your order or shipment confirmation emails, we invite you to consult your junk mails 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/ in your anti-spam tool and/or your email.


I no longer see my order history in my customer account, what should I do ?

Due to a change of e-commerce service provider, please note that your current 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).


My password is no longer working, what should I do ?

You can reset your code by clicking on "Forgotten Password" and following the instructions.


8. Information and Services

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€ in store. To obtain your tax refund, do not hesitate 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/


How can I take care of my LANCEL leather product?

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 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.


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 phone on +33 (0)1 85 53 38 30 (From Monday to Friday from 10:00 a.m. to 6:00 p.m. Paris time).


My LANCEL item needs a repair. What is the process?

All of our LANCEL boutiques in France, Italy, and Spain are available to take your repair and send your item to our Atelier close to Paris. Subject to feasibility, the repair lead time is about 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 pleased to help you find an appropriate solution.