FAQ

How do I monitor the progress of my order?
If you have placed your order whilst logged in to your account (by creating an account or signing in to your account), you will find your order in My Account/My Orders. If necessary, you can use the link,'Track my order' located at the bottom of the page, and enter your order number and the post code for the delivery address.

The progress statuses for your order are as follows:

  1. - confirmed (your order has been confirmed and it will be prepared for processing)
  2. - cancelled (you order has been cancelled, contact the guest relations team for more information)
  3. - in preparation (your order has been confirmed and is currently being processed in our warehouse)
  4. - shipped (your order has been processed and dispatched – you can track its progress on the courier's website using the parcel number)
  5. -delivered (your order has been delivered to you)
How do I return a product purchased in the Lacoste Online Shop?
We offer free returns. You have the right to cancel your purchase and return any purchased products. We accept online returns within fourteen (14) days from the day on which you (or a person indicated by you) receive the products. Please note that it is not possible to return or exchange purchases made online in one of our stores or return or exchange products purchased in one of our stores on the online store.

Please return your products in their original condition, without them being worn or washed. The sole of the shoes has to be clean and intact and the perfume packaging still sealed. All of the packaging (plastic, boxes), accessories (glasses case), user manual and product labels have to be returned.

To return your product please reuse the packaging your order was shipped in. Log in to your account or if you do not have an account use the link in your shipment confirmation email and follow the easy steps. 1. Click on a button ‘register your refund’ and select products you want to refund. 2. Once the refund is registered, the following day (if refund is requested after 8pm) you will receive a call from a courier company (fetchr) to schedule a refund collection. 3. Hand the order packed in the original package to the courier company. The label for the return will be provided by courier on the day of the collection. 4. We will notify you via email when we receive the parcel

Please note we only accept one return per order. Please make sure that your return package is packed and sealed securely.
Normally parcels are returned to us by courier company (fetchr) within: 2 working days after the collection from you but on some occasions returned parcels are delayed especially at busy periods like ramadan, christmas or during sale periods. Please allow up to 7 working days before contacting us about your return. It is important to note that refunds can take up to one month to be completed. Thank you for your understanding.

All returned products not complying with our return policy will be returned to you without refund. In case you used a promo code on your order, please note the value of the promo code is divided up proportionately to the item price. If you return products purchased with a promo code, you will get the refund of the amount paid on the returned item minus the promotion amount applied. You will then loose the promotion amount of the returned item
Can I change or cancel my order once it has been confirmed?
Once your order has been confirmed, there is a window of 15 minutes, where we can change the color/size or change the product as long as the total order amount is under the original amount. We can also cancel the order.
How do I find the nearest store?
Find your nearest store

Ordering

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Why buy from the Lacoste Online Shop?
The Lacoste Online Shop is the official Lacoste shop on the Internet. It offers the same products as those available in stores and also online exclusives.
How to order the right size?
Please check the size guide available on each product page
How can I find a product that i have seen in press/ magazines?
For all product related questions please call our guest relationships team at: - Uae – 800 lacoste (5226783) Alternatively, you can contact us by: - email (service.me@lacoste.com) - Contact form
What are your sale conditions?
Lacoste does not offer any price adjustments on products purchased at full price. Similarly, Lacoste does not offer any further reductions on products purchased during sale/ special offers.
Is there a minimum order value?
There is no minimum order value on the Lacoste Online Shop.
Which gift packaging is proposed ?
If you select the option « Gift wrap » in your basket, all the products in your order will be wrapped in a gift box, except the following articles which will be shipped in a Lacoste Bag : - Bags of medium and big size - Shoes - Jackets and Coats - Pants - Bathrobes - Hats This service is free (it may be deactivated during the sales period)
How do I know if my order is being processed?
After placing your order normally within 15 minutes, you will receive an order confirmation email.
Can I cancel my order?
Yes, your order can be cancelled within 15 minutes after placing an order.
Can I change my order once it has been confirmed?
Once your order has been confirmed, there is a 15 minute window from the order being placed, where we can change the color/size or change the product as long as the total order amount is under the original amount. We can also cancel the order.
Can I place an order by e-mail, post or fax?
We only process orders placed via the Lacoste online shop.

Payment

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How can I pay for my order?
The following methods of payment are available at the Lacoste Online Shop:
  1. - Credit card : Visa, Mastercard, American Express.
  2. - Cash on delivery (COD)

Credit/Debit Card :
we accept: Visa and Mastercard. We will debit your credit card / debit card after confirmation of your order. Your details are transmitted in encrypted form using ssl to protect your credit / debit card information and ensure that this cannot be intercepted by third parties.

Furthermore, we support additional security level in form of 3d security. During the checkout process, customers with a 3d-secure credit card are asked for an authorisation password that is assigned by their issuing credit card company. With this additional authentication check, security is increased for the credit card holder and the online shop. You can read more on this topic under data security.

Cash on delivery:
For customers without access to credit card or debit card we offer cash on delivery payment. Please note that this method involves cost for us, hence cash on delivery orders will be charged fixed amount of 15AED.

How can I be sure my payment details are secure?
The security of your data is very important to us. As a Lacoste Online Shop customer, you can make your purchases with confidence. Generally you can visit our website without leaving personal data. However in the following situations we need your details:
    :
  • - when placing an order
  • - for a subscription to the Newsletter
  • - when registering with the Lacoste Online Shop
  1. 1. All personal data is encrypted before leaving your PC and being transmitted over the Internet. To do this, Lacoste uses the recognised secure transmission " "Secure Socket Layer" (SSL), with128 Bit encryption.The encrypted information concerning your order, your name, address, credit card or your bank details cannot be read by other people.
  2. 2. As we work with different Frames, it is possible that you will not be able to recognize the encryption directly or that your browser will not always inform you with a message showing the link with an SSL server. However, you can see the protected transmission of your data (https mode) when, in the checkout section, you press the right-hand button of the mouse and select the function, "Display the source text".
  3. 3. We save all personal information solely on a computer that is not connected to the Internet. Access by other people using the network of a modem is not, therefore, possible.
  4. 4. To prevent unauthorized access to your account and to ensure your personal data remains secure, please do not share with anyone your login or password details.
  5. 5. It is possible to unsubscribe from the Newsletter at any time. By going to the Newsletter link, you can access your data for the Newsletter at any time. In this section, you can change your details or unsubscribe from the Newsletter completely.
How do I use a promo code / credit note?
In the basket in ‘promo code’ section that is below the summary of your product selectiom enter your promo code/ credit note. The promo code/ credit note and the corresponding discount will appear in your basket. Only one promo code can be used per order. Please note the value of the promo code is divided up proportionately to the item price. In case of return, you will get the refund of the amount paid on the returned item minus the promotion amount applied. You will then loose the promotion amount of the returned item.

Delivery & Returns

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Lacoste’s shipping partner
All shipment for Lacoste are managed by Fetchr.
What are the delivery options?
We offer two delivery options:
  1. - Standard delivery. Orders take up to 1-2 days to be delivered between Saturday to Thursday
  2. - Same Day delivery. Orders via Same Day delivery are delivered on the same day between Saturday to Thursday if ordered before 11:30am.
Can my order be delivered to an address of my choice?

We can deliver your order to the address of your choice. Please specify the delivery address when you place your order. Unless an alternative address is provided delivery will be made to the billing address.

Where do you deliver?
Orders placed with the Lacoste Online Shop, lacoste.com/ae, may be delivered to United Arab Emirates only.
How much does delivery cost?

Standard Delivery & Same Day Delivery

Charge Orders below 350AED = 20AED Charge Orders above 350AED = Free

How long does delivery take?

Standard Delivery

If you order between Saturday to Thursday allow 1-2 days for the order to be delivered. If you order on Friday it will take one extra day the order will not be packed and shipped on the same day. However, for some remote areas it might take up to 7 days for your order to be delivered. You will receive an e-mail confirming that your order has been dispatched.

Same Day Delivery (Dubai only)

If your order is placed before 11:30 between Saturday to Thursday then it will be delivered on the same day. You will receive an e-mail confirming that your order has been dispatched.

How do I know if my order has been dispatched?
When your order has been dispatched you will receive a confirmation e-mail. This e-mail will contain the parcel number which will enable you to track the progress of the delivery of your order.
Is a signature required upon delivery?
For the security reasons all orders require a signature from an adult upon delivery along with the government issues id card.. Please be aware that the courier company might refuse the delivery if your id is not presented. We want to make sure that our product are secure and delivered safely to you.
What happens if I am not there when it is delivered?
Before the delivery attempt you will receive a phone call from a courier company (Fetchr) in order to schedule the delivery. If you miss a call you will receive another, up to 3 calls. If you schedule a delivery, however for some reason you will not be available to collect your parcel, we will schedule another, second delivery (you will receive a prior phone call. If you miss two delivery attempts the courier will return the product to our warehouse.
How do I monitor the progress of my order?
If you have placed your order whilst logged in to your account (by creating an account or signing in to your account), you will find you order in My Account/My Orders.

The possible progress statuses for your order are as follows:

  1. - confirmed (your order has been confirmed and it will be prepared for processing)
  2. - cancelled (you order has been cancelled, contact the guest relations team for more information)
  3. - in preparation (your order has been confirmed and is currently being processed in our warehouse)
  4. - shipped (your order has been processed and dispatched – you can track its progress on the carrier's website using the parcel number)
  5. - delivered (your order has been delivered to you)
How do I return a product purchased in the Lacoste Online Shop?
We offer free returns. You have the right to cancel your purchase and return any purchased products. We accept online returns within fourteen (14) days from the day on which you (or a person indicated by you) receive the products. Please note that it is not possible to return or exchange purchases made online in one of our stores or return or exchange products purchased in one of our stores on the online store.

Please return your products in their original condition, without them being worn or washed. The sole of the shoes has to be clean and intact and the perfume packaging still sealed. All of the packaging (plastic, boxes), accessories (glasses case), user manual and product labels have to be returned.

To return your product please reuse the packaging your order was shipped in. Log in to your account or if you do not have an account use the link in your shipment confirmation email and follow the easy steps.
1. Click on a button ‘register your refund’ and select products you want to refund.
2. Once the refund is registered, the following day (if refund is requested after 8pm) you will receive a call from a courier company (fetchr) to schedule a refund collection.
3. Hand the order packed in the original package to the courier company. The label for the return will be provided by courier on the day of the collection.
4. We will notify you via email when we receive the parcel.
Please note we only accept one return per order. Please make sure that your return package is packed and sealed securely.

Normally parcels are returned to us by courier company (Fetchr) within: 2 working days after the collection from you but on some occasions returned parcels are delayed especially at busy periods like Ramadan, Christmas or during sale periods. Please allow up to 7 working days before contacting us about your return. It is important to note that refunds can take up to one month to be completed. Thank you for your understanding.

All returned products not complying with our return policy will be returned to you without refund. In case you used a promo code on your order, please note the value of the promo code is divided up proportionately to the item price. If you return products purchased with a promo code, you will get the refund of the amount paid on the returned item minus the promotion amount applied. You will then loose the promotion amount of the returned item.
Is it possible to return a product that has not been ordered from the Lacoste Online Shop?
We only accept products that have been purchased from the Lacoste Online Shop. Any product returned in error will be destroyed within 10 days unless you contact us to get it back. We will return the product free of charge but Lacoste cannot be held responsible in case the parcel gets lost on the way back to you as Lacoste didn’t have any obligation to proceed as it is not one of its product.
Is it possible to return a product to a Lacoste boutique or a department store?
It is not possible to return products purchased from the Lacoste Online Shop to a Lacoste boutique or a department store. Please follow the "How do I return a product purchased in the Lacoste Online Shop?" instructions.
How long do I have to return a product?
You have the right to cancel your purchase by returning any purchased products. This right lasts until fourteen (14) days from the day on which you (or a person indicated by you) acquires physical possession of the products.
How much does it cost to return a product?
For your convenience all returns are free of charge.
We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly.
How will I be credited after the product is returned?
  1. - when a product is returned to us, we treat the refund directly through the payment method used for placing the order.
  2. - if you paid by credit card, the value of the products returned will be credited to your card.
  3. - if you paid by cash on delivery, the value of products returned will be returned to you in form of e-credit note. The e-credit note will be valid for 90 days from the date of the return.
  4. The e-credit note can only be redeemed on the website and in full. If the amount of your purchase using an e-credit note is lower, the difference will not be refunded. Delivery charges are not reimbursed unless the product was faulty.
How long will it take to be credited after returning a product?
Unworn products that are returned are normally credited within 3-5 days following receipt and completion of the necessary quality controls.
However, in some instances the refund of prepaid orders might take up to 30 days.
What should I do if I receive a damaged or faulty product?

If a product purchased from the Lacoste Online Shop does not meet Lacoste Quality Standards, you have the right to make a claim during the period of the legal guarantee. We kindly ask you to provide us with clear pictures of the product. For textile: full length of the product and detailed close up of the issue. For the shoes: above and soles and detailed close up of the issue.

Please send your detailed email explaining the encountered issue to our customer service: click here

by e-mail : service.me@lacoste.com

Is it possible to exchange a product?
It is not possible to exchange a product. We invite you to return the product and place a new order. See 'How do I return a product purchased in the Lacoste Online Shop?'
Where will be order be dispatched from?
The Lacoste Online Shop warehouses are based in UAE and KSA.
Why should I create an account?

The benefits of creating an account with the Lacoste Online Shop are as follows:

  1. - Save your personal information for quick and easy ordering
  2. - Create a wish list of your favourite products which you can share with friends and family
  3. - Receive special offers from the Lacoste Online Shop
  4. - Receive invitations to exclusive events
  5. - Retain your order history
  6. - Save all your delivery information
What should I do if I forget my password?

If you have forgotten your password, you can use ‘forgot your password’ Functionality to reset your password

What use will be made of my personal details?

Respect for your privacy is of the utmost importance. As a Lacoste Online Shop customer, you can make your purchases with confidence. We do not require your personal information except in the following situations:

  1. - Placing an order
  2. - Subscribing to the newsletter
  3. - Creating an account

The information you give us about yourself or your interests will only be used to offer you the very best service possible and to adapt our offers to your requirements.

What should I do if I do not wish to receive the newsletter?

You will only receive our newsletter if you subscribe to it via the Lacoste Online Shop website.

If you no longer wish to receive our newsletter, please use the unsubscribe link to be found at the bottom of the newsletter. This does not affect your account.

Use of the Lacoste Website

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What are the technical settings required to use the Lacoste Online Shop?
  1. - Browser software settings: to ensure the correct display and optimum operation of the Lacoste Online Shop, you must have Internet Explorer (Version 6 and above) or Mozilla/Firefox (Version 1.5 and above). For optimum display you will need to activate Java and Java Script. To enable you to place products in your basket you will also need to activate the "Allow cookies" function (located in Tools / Internet Options / Privacy if you use Internet Explorer 6.0 for Windows).
  2. - Screen definition: To see the Lacoste Online Shop correctly, you must adjust your screen to a definition equal to or greater than 1024 x 768 pixels.
How do I contact the Lacoste Online Shop?

For questions relating to the Lacoste Online Shop and orders placed through it, our customer service is here to help you Sunday to Thursday from 10am to 7pm. You can contact us by email : service.me@lacoste.com

For questions relating to the Lacoste brand and its activities, please go to Lacoste.com/ae and use the contact form.