What are the delivery times?

Delivery times vary depending on where you live and the shipping method you choose. In general, orders are delivered within 2 to 5 working days.

What are the delivery costs?

Delivery charges are calculated automatically at checkout based on the weight of your order, the carrier selected and your address.

Which carriers do you use?

We work mainly with UPS, Purolator, FedEx and Canada Post, depending on the destination and delivery method chosen.

Can I choose a delivery date or time slot?

This option is not currently available. 

Do you deliver worldwide?

Yes, we deliver to many international countries. Costs and delivery times vary according to destination. You can check the available options at checkout.

How can I track my order?

As soon as your order has been dispatched, you will receive an e-mail with a tracking link enabling you to follow the progress of your parcel in real time.

Can I change my delivery address after placing an order?

If your order has not yet been shipped, please contact our customer service department as soon as possible. Once the parcel has been dispatched, it is unfortunately no longer possible to change the address.

What happens if I'm not at home at the time of delivery?

Depending on the carrier, a delivery notice will be left and your parcel will either be rescheduled for another delivery, or dropped off at a nearby post office.

What should I do if I haven't received my order?

If the estimated delivery time has been exceeded, please check the tracking of your parcel and contact our customer service department. We will investigate with the carrier.

What should I do if my parcel is damaged on delivery?

If your parcel arrives damaged, please refuse it or take photos of the parcel and its contents, then contact us within 48 hours so that we can find a solution.

Do you offer free delivery?

We offer free delivery on orders over a certain value, or during special promotions. Conditions are specified at checkout.

Do I have to pay additional customs duties or taxes?

For deliveries outside Canada, customs duties or local taxes may apply. These charges are the responsibility of the customer.

What is your return policy?

We accept returns of cosmetic products within 7 days of receipt, provided the product is unopened, unused and in its original packaging. Returns must be accompanied by the purchase receipt.

Can I return a product I've opened or used?

For reasons of hygiene and safety, opened or used cosmetic products are generally not accepted for return.

How do I return a product?

Please contact our customer service department at info@francelaure.com for instructions on returning your product.

Do I have to pay for return shipping?

Return shipping costs are at the customer's expense, except in the case of an error on our part or a defective product.

What should I do if the product is faulty or damaged?

If you receive a defective or damaged product, contact our customer service department within 3 days of receipt with photos of the product and its packaging. We will arrange a return and refund or replacement.

When will I be reimbursed?

Refund times are approximate and depend on financial institutions. Once the product has been returned and inspected, the refund will be made via the original method of payment.

Can I return a product purchased on sale or special offer?

Products purchased on sale or promotion can't be returned.

Can I return a product purchased online to a physical store?

Products purchased online cannot be returned to one of our partner institutes, but only to the following address: 

Cosmétiques France Laure 

11970 Bd Albert-Hudon, Montréal-Nord, QC H1G 3K3

What if I don't have a receipt?

A receipt is required to process a return. If you have lost your receipt, please contact our customer service department. We may be able to trace your purchase using your order number or customer account.

How do I use a coupon code?

Enter your coupon code in the appropriate field at checkout. The discount will automatically be applied to the total if it is still valid and the conditions are met. 

Can I use several promo codes at the same time?

Only one coupon code may be used per order, unless otherwise stated.

My promo code doesn't work, what should I do?

Check that the code is spelled correctly, that it is still valid and that it applies to your order. If the problem persists, please contact our customer service department.

Do promo codes also apply to discounted or promotional items?

Unless otherwise stated, promo codes do not apply to discounted or promotional items.

How long is a promotional code valid for?

Each code has a specific validity date, usually indicated when it is received or on the offer page.

Can the promo codes be used in store?

Our promo codes are only valid for online purchases, unless otherwise indicated. 

Are delivery costs included in the discount?

Unless otherwise stated, promo codes do not apply to delivery charges.

What product categories does France Laure offer?

France Laure offers a complete range of skincare products to meet the specific needs of every skin type. Our products are grouped into several categories: cleansers, moisturizers, anti-aging, targeted care (acne, redness, excess sebum, pigmentation spots) and sun care. Each collection is designed to complement and adapt to the evolution of your skin.

Are your products tested on animals?

Our products are not tested on animals, and never will be. At France Laure, we believe in respectful beauty, where each formula is developed with the utmost concern for safety, efficacy and kindness towards all living beings.

Where are your products made?

France Laure is a Canadian company that manufactures all its products in its own laboratory in Montreal. From research and development to formulation production, filling, container printing and order dispatch, every step is carried out under one roof at our head office. This centralization enables us to ensure rigorous quality control and complete mastery of the manufacturing process.

Can your products be used during pregnancy?

The majority of our products are safe to use during pregnancy. However, we recommend that you consult a health care professional before adding any new products to your skin care routine.

Do your products contain allergens?

Some of our products may contain ingredients recognized as allergens by certain people. The complete list of ingredients is available on each product sheet, in the Ingredients section. If no allergens are mentioned, this means that the product does not contain any, according to current regulations. In case of known sensitivity, we recommend that you consult this section carefully, or contact our customer service department for personalized assistance.

Is it possible to do a test before using a new product?

Absolutely. We always recommend testing on a small area of skin (such as the inside of the wrist or behind the ear) and waiting 24 hours before the first full application.

Is it normal to have a slight reaction after using a new product?

It is possible for the skin to react temporarily to a new ingredient, especially if it is sensitive or if the product contains powerful active ingredients. A slight reddening or sensation of heat may occur, which generally disappears within a few hours. If symptoms persist or worsen, discontinue use and contact us.

What should I do if I experience severe irritation or redness?

Stop using the product immediately. Rinse the area with lukewarm water and apply a soothing treatment if necessary. We recommend that you consult a healthcare professional or contact our customer service department for personalized support.

Why is it advisable to carry out a skin diagnosis at an institute?

Because every skin is different, a personalized analysis is essential. 

At France Laure, we believe that good skin care starts with a good diagnosis. That's why our partner estheticians are trained to analyze your skin in depth and recommend the products best suited to your routine.

Without a diagnosis, products may not correspond to your real needs and may not deliver the results you expect.

Book an appointment with a France Laure expert near you.

Where can I find a certified France Laure beautician?

Find your nearest outlet by entering your zip code on our Locator page

Are all your offers available in institutes?

Our partner institutes are able to offer our current offers. However, we recommend that you contact them directly before your visit to confirm availability.

How do I open a business account with France Laure as an esthetician?

To open a professional account and become an authorized France Laure partner, simply fill out the form available on our “Become a partner” page, right here.