FAQ

How do I monitor the progress of my order?
If you have placed your order whilst connected to your account (by creating an account or connecting to your account), you will find you 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 possible progress statuses for your order are as follows:

  1. - Being processed (your order has been confirmed and is currently being processed in our warehouse)
  2. - Dispatched (your order has been processed and dispatched – you can track its progress on the carrier's website using the parcel number)
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 (other than customized products and underwear). 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. 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. We invite you to reuse the packaging your order was shipped in to proceed with the return. Please return your articles in mint condition, without them being worn or washed. The sole of the shoes has to be clean and intact and the perfume's packaging still sealed. All of the packaging (plastic, boxes), accessories (glasses case), user manual have to be returned and product labels must be attached to the items as sold. Please contact our customer service by email : customerservice-ch@lacoste.com to declare the items you wish to return. Please detail : quantity, item description, price, return reason, pick up address. Choose a pick up date and time at your convenience. These information will allow our customer service to send you the required documents for a free return and your appointment confirmation. Print your return label and customs documents sent by our customer service. Please stick your return label onto your parcel. Insert your proforma invoice (in 3 copies) in an envelope / blister and also stick it onto your return parcel. DHL will pick up your return parcel on the chosen date and time. Our customer service may call you if DHL is not available on your chosen appointment date and time. Please make sure you keep the proof of your return given by DHL during your parcel pick up until reception of your return confirmation email. You will get a refund as soon as our quality services receive and check your parcel. All items not complying with our return policy will be returned to you without refund.
If you do not have a printer at home, our customer service will be happy to send you by regular mail your return label. You can contact them by email : customerservice-ch@lacoste.com. Normally parcels are returned to us within 10 working days but on some occasions returned parcels are delayed especially at busy periods like Christmas or depending on customs controls. Please allow up to 15 working days before contacting us. It is important to note that refunds can take up to one month to be completed due to the time an inquiry with our logistics service and carrier company may take. We thank you for your understanding.
Can I change or cancel my order once it has been confirmed?
It is not possible to change all or part of the order (size or colour of a product, addition or deleting of a product) once it has been confirmed. As well, it is not possible to cancel the order.
How do I find the nearest store?
Find the nearest store

Ordering

view details Close

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 products specifically for sale online.
How to order the right size?
Please check the size guide available on each product page
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 articles 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 - Bed sheets - Hats This service has a 2 CHF fee (non-refundable in case of return)
How do I know if my order is being processed?
After placing your order, you will receive an order confirmation email, typically within 15 minutes.
Can I cancel my order?
Your order cannot be cancelled.
Can I change my order once it has been confirmed?
It is not possible to change all or part of the order (size or colour of a product, addition or deleting of a product) once it has been confirmed.
Can I place an order by e-mail, post or fax?
We only process orders placed via the Lacoste Online Shop.

Payment

view details Close

How can I pay for my order?
The following methods of payment are available at the Lacoste Online Shop:
    Size Guides:
  1. - Credit card : Visa, Mastercard, American Express
  2. - Debit card: Maestro
  3. - Paypal

Debit Card :
We accept: Maestro Card. We will debit your credit card / debit card after dispatch 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. You can read more on this topic under Data security.

Paypal :
PayPal is a secure online account that stores and safeguards your bank, credit or debit card details, which allows you to pay or get paid safely and easily without sharing any of your financial information. Creating your PayPal account is easy. After choosing PayPal as the Payment method in the check-out area and after click on "payment button" you are forwarded to the PayPal web site, where you only have to register for PayPal. After processing your payment you will be led back to the Lacoste site where you can finalize your order. You will receive a payment e-mail confirmation from PayPal and an order e-mail conformation from the Lacoste Online Shop.

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 recognise 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 an promo code?
Please enter your promo code in the "Promotion" area of your basket and click on the "+" sign and then OK. The promo code 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

view details Close

What are the delivery options?
We offer one delivery option (not guaranteed in case of customs controls):
  1. - Express delivery with Fedex Express in 48h once received the confirmation of expedition for orders placed from Monday – Friday before 1 pm. For orders placed on Friday after 1 pm, deliveries will be taken into account and shipped on Mondays.
Can my order be delivered to an address of my choice?

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

We regret that we cannot deliver to a Post Box address or another country from the Swiss ecommerce site.

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

Delivery : 9 CHF- offered for orders over 150 CHF . To celebrate our opening, we exceptionally offer the delivery to our customers until February 29th, 2016.

How long does delivery take?

If your order is placed before 1 pm from Monday to Friday it will normally be processed and shipped and delivered within 48 hours (not guaranteed in case of customs controls). If your order is placed on Friday after 1 pm it will be processed and dispatched on the following Monday. You will receive an e-mail confirming dispatch.

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.
What happens if I am not there when it is delivered?
Orders are delivered upon signature. A calling card will be left at your attention at your door or in the mailbox in order to organize a new appointment.
How do I monitor the progress of my order?
If you have placed your order whilst connected to your account (by creating an account or connecting to your account), you will find you order in My Account/My Orders.

The possible progress statuses for your order are as follows:

  1. - Being processed (your order has been confirmed and is currently being processed in our warehouse)
  2. - Dispatched (your order has been processed and dispatched – you can track its progress on the carrier's website using the parcel number)
How do I return a product purchased in the Lacoste Online Shop?
You have the right to cancel your purchase and return any purchased products (other than customized products and underwear). 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. 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. We invite you to reuse the packaging your order was shipped in to proceed with the return. Please return your articles in mint condition, without them being worn or washed. The sole of the shoes has to be clean and intact and the perfume's packaging still sealed. All of the packaging (plastic, boxes), accessories (glasses case), user manual have to be returned and product labels must be attached to the items as sold. Please contact our customer service by email : customerservice-ch@lacoste.com to declare the items you wish to return. Please detail : quantity, item description, price, return reason, pick up address. Choose a pick up date and time at your convenience. These information will allow our customer service to send you the required documents for a free return and your appointment confirmation. Print your return label and customs documents sent by our customer service. Please stick your return label onto your parcel. Insert your proforma invoice (in 3 copies) in an envelope / blister and also stick it onto your return parcel. DHL will pick up your return parcel on the chosen date and time. Our customer service may call you if DHL is not available on your chosen appointment date and time. Please make sure you keep the proof of your return given by DHL during your parcel pick up until reception of your return confirmation email. You will get a refund as soon as our quality services receive and check your parcel. All items not complying with our return policy will be returned to you without refund.
If you do not have a printer at home, our customer service will be happy to send you by regular mail your return label. You can contact them by email : customerservice-ch@lacoste.com. Normally parcels are returned to us within 10 working days but on some occasions returned parcels are delayed especially at busy periods like Christmas or depending on customs control. Please allow up to 15 working days before contacting us. It is important to note that refunds can take up to one month to be completed due to the time an inquiry with our logistics service and carrier company may take. We thank you for your understanding.
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 returned to the sender.
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 and return any purchased products (other than customized products and underwear). 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. Please note also that you are not entitled to return products customized with our Polo Configurator or underwear.
How much does it cost to return a product?
All returns are free of charge using our free return coupon.
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 PayPal, the value of the products returned will be credited to your PayPal account.
  4. 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.
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.

Please contact our Customer Services :

Is it possible to exchange a product?
It is not possible to exchange a product. Please return the product concerned 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 warehouse is based in France.
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 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

view details Close

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 assist you Monday through Friday from 9 a.m to 7 p.m. You can contact us:

  1. - par e-mail : customerservice-ch@lacoste.com
  2. - by phone : (41) 31 54 78 003*
  3. - by fax : (+33) 01 47 48 11 00
  4. - per regular mail :
    Lacoste Operations - Online store.
    23 - 25 rue de Provence
    75009 PARIS
    FRANCE

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