FAQs

Information on this page has been organized into the categories below. To view the information in any category, click the category name or the arrow on the right.

The L'Oréal products offered for sale on the site Vichy are intended for your personal use, not directly related to your professional activity. In this regard, you should note that your order must not exceed a total of $500CAD. In addition, you cannot add more than five (5) products of the same reference to the basket during the same sale. If the order exceeds the above amount and/or number, you will not be able to complete your order.

When your order ships, you will receive a shipping confirmation email that includes a tracking number. You will be able to click on the tracking number and see where your order is in transit. If you are a registered member, you can also log into your account and access the "Order History" section to see the status of your order. If you'd like to locate your order without logging in, click on the Check Your Order Status link here

We are not held responsible for packages delivered to a wrong address which was provided by a customer during the checkout process. It is the customer's responsibility to provide the correct shipping details. Once an order is processed, we are unable to modify any details such as shipping information. Assuming that the item(s) returns to us, a refund will be processed.

All Vichy.ca purchases are backed by our 100% satisfaction guarantee.

If for any reason you are not completely satisfied with your Vichy purchase you may return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:
L’Oréal Canada Return Department
3500 rue Douglas-B.-Floreani, Door 31-32, Saint-Laurent, QC, H4S 2B9

Place your merchandise in the original shipping box. If the original packaging is not available, please use a sturdy box or padded envelope to prevent damage in transit. Return the package to us using the delivery service of your choice. The refund will be issued within 15 days of receiving your parcel. You will receive an email confirmation when your return is processed. At this moment, shipping fees for return are not refundable.

Please note : Returns or exchanges for purchases made online may not be accepted for return or exchange at a Vichy Counter. Returns or exchanges for purchases made in a Vichy store or partnered retail location may not be returned to Vichy.ca. If the item you wish to return was not purchased through Vichy.ca, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our customer service at 1 888 45 VICHY (1 888 458 4249). (Monday to Friday from 9:00 AM to 5:00 PM Eastern Time) for assistance.

All Vichy.ca purchases are backed by our 100% satisfaction guarantee.

If for any reason you are not completely satisfied with your Vichy purchase you may return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:
L’Oréal Canada Return Department
3500 rue Douglas-B.-Floreani, Door 31-32, Saint-Laurent, QC, H4S 2B9

Place your merchandise in the original shipping box. If the original packaging is not available, please use a sturdy box or padded envelope to prevent damage in transit. Return the package to us using the delivery service of your choice. The refund will be issued within 15 days of receiving your parcel. You will receive an email confirmation when your return is processed. At this moment, shipping fees for return are not refundable.

Please note : Returns or exchanges for purchases made online may not be accepted for return or exchange at a Vichy Counter. Returns or exchanges for purchases made in a Vichy store or partnered retail location may not be returned to Vichy.ca. If the item you wish to return was not purchased through Vichy.ca, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our customer service at 1 888 45 VICHY (1 888 458 4249). (Monday to Thursday from 9:00 AM to 5:00 PM Eastern Time) for assistance.

Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:

L’Oréal Canada – Département des retours
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC
H4S 2B9

Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.

To reset your password, visit the Account page here and click on “Forgot Your Password?”. You will be able to provide your email address and we will send an email containing a link to reset your password.

By signing up to receive email from Vichy, you will be the first to know about special offers and promotions. Promotions are often offered exclusively to email members and it is not possible to obtain promotional codes by emailing or calling Customer Service.

Vichy offers different products around the world. While Vichy Canada offers an extensive selection of products, not all of the products are offered in Canada.

Vichy is distributed exclusively in select pharmacies and drugstores worldwide. Within Canada, Vichy is sold at select retailers such as Shoppers and Jean Coutu.

Quantities of samples are limited and offer is subject to availability. Available samples may differ from original offering at any time based upon availability and this may not be reflected in advertisements. Only authorized purchases will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer and to modify or cancel this promotion due to system errors or unforeseen problems. We reserve the right to substitute any free item offered with an item if equal or greater value. Offer cannot be combined with any other offer or promotion. Offer not applicable on gift sets unless stated otherwise. Cannot be applied to previous orders. Other conditions may apply. Offer is subject to change without notice.

Gift sets, samples, products with a price lower than $14 and limited editions are excluded from discounts unless otherwise stated.

The sign-up offer is valid for new email addresses only. An email with a promo code will be sent within 24 h upon registration.