Frequently asked questions

How can we help you ?

CUSTOMER SERVICE : EXCEPTIONAL CLOSING DAYS

The customer service will exceptionally be closed on the following public holidays: 

January 1st
May 1st
December 25th 

We thank you for your understanding. 

HOW DO I FIND THE NEAREST STORE ?

WORKING CONDITIONS AND RESPECT FOR HUMAN RIGHTS

Lacoste requires all its suppliers to be compliant with its Code of Conduct. This document is based on the strictest international standards for the respect of human rights. Lacoste is engaged in respecting those principles and ensuring that they are observed throughout all the suppliers and production chain, thanks to certifications and regular external audits.

HOW CAN I ACCESS LACOSTE'S JOB OFFERS ?

We invite you to connect to our LinkedIn page.

WILL MY SIZE BE AVAILABLE AGAIN SOON ON LACOSTE.COM ?

The products presented on lacoste.com correspond to our items available in stock. If you cannot select your size or add the product to your shopping cart, it means that the product is no longer available. In this case, we invite you to go to the store or visit the site later and check if it has been restocked.

CUSTOMIZED PRODUCTS ARE TEMPORARILY DEACTIVATED

Our customised products (bag / polo shirt) are temporarily discontinued.
We apologize for the inconvenience and will do our outmost to reactivate it as soon as possible. 
Thank you for your understanding.

CARE ADVICE

Lacoste recommends that you follow for each item the specific care instructions listed on the product's label.
With regards to polos, it is recommended to use cold water the first time you wash them and to turn them inside out to preserve the quality of the cotton. Then, it is advisable to wash them in cold or warm water (30 degrees) with a soft laundry detergent preferably non-toxic and biodegradable. 
Dryers and radiators are not recommended. It's best to allow your polo shirt to drip dry.
These practices also save energy and improve the environmental footprint of your product.

HOW TO ORDER THE RIGHT SIZE?

Please check the size guide available on each product page.

WHERE ARE THE PRODUCTS MADE ?

All Lacoste clothes are designed in France and then manufactured in factories which, wherever their location in the world, have been selected for their ability to meet the high quality, social and environmental requirements set out in Lacoste's Code of Conduct.
Lacoste products are manufactured as close as possible to the areas in which they will be sold, but also from the most competent suppliers on specific products (silk in China, synthetics / technical fabrics in Asia, etc.).

HOW CAN I BE SURE NOT TO BUY A COUNTERFEIT PRODUCT ?

Lacoste does not provide product authentications for purchase not made in one of our official boutiques or on our lacoste.com online store.
In order to guarantee 100% authenticity, quality and service, the only way to be sure to buy an authentic Lacoste product it is to buy it from one of our official stores, on the lacoste.com online store or from one of our official resellers.

WHERE DO YOUR CLOTHING COMPONENTS COME FROM ?

Lacoste strives to produce its clothing as close as possible to the areas in which it will be sold, but also with the most competent suppliers for specific products.
Fibers, especially cotton used in Lacoste polo shirts, are carefully selected among the world's finest fibers in the four areas recognised for their great expertise: Peru, the United States, Egypt and Greece. Each supplier must meet high standards that go beyond quality standards and are also respectful of human rights and the principles of sustainable development.
Lacoste is very concerned with the welfare of animals, endangered species and biodiversity. Find out more here.

PROTECTION AND ANIMALWELFARE

Lacoste is concerned with the welfare of animals, endangered species and biodiversity.
For this reason it has banned all practices that cause suffering to the animals (force-feeding, plumage of live animals, mulesing) and committed not to use real fur nor angora for its collections.
The brand also invests in the protection of biological diversity since 2009 in a project for the protection of crocodile species.

WHERE CAN I BUY LACOSTE PRODUCTS ?

Genuine Lacoste products can be purchased :
- on www.lacoste.com
- in one of our Lacoste boutiques

HOW TO DELETE MY ACCOUNT ?

In accordance with the regulations applicable to personal data, you have the right to access, rectify, oppose, limit the processing, erasure and portability of your data, which you can exercise by contacting our customer service.

OUR PROGRAM : MAPCLUB REWARDS

MAPCLUB POINTS
MAPCLUB is a loyalty membership program to deliver seamless online-to-offline customer experience where you can earn and redeem MAPCLUB points on every transaction in all MAP retail stores as well as our online stores.
By joining MAPCLUB, you will get access to personalized offers, new collections and special launches.

HOW DO I EARN AND REDEEM MAPCLUB Points?
During in-store transaction provide your mobile phone number to our cashier staff. If you’re purchasing online, you can simply input the mobile phone number you would like the MAPCLUB points to be awarded to during checkout.

If no mobile phone number is indicated, then the MAPCLUB points will be awarded to the mobile phone number in the shipping information. Please note that for MAPCLUB reward points accrual, the mobile phone number on the transaction must be registered on MAPCLUB, otherwise the reward points for the current transaction will be forfeited.

Register MAPCLUB here and enjoy the benefit, or click here for more information.

TERMS & CONDITIONS
EARN MAPCLUB POINTS
• MAPCLUB Points can only be earned for every order that has been successfully purchased
• Customers will receive MAPLUB points 14 days after the order is received.
• Please refer to https://www.mapclub.com/en/experience for the amount of point value generated from the transaction.
• Points will be generated from each transaction value after deducting VAT.
• If there is a product return, the MAPCLUB Points earned will be cancelled according to the product returned.
• If your MAPCLUB account experiences a negative balance after returning points, MAPCLUB has the right to contact you to ask you to make a payment equivalent to the negative balance or suspend your membership.

MAPCLUB POINTS REDEMPTION
• MAPCLUB Points cannot be used as a mode of payment on this website currently. Click here for more information to enjoy the benefit.

HOW CAN I RESET MY PASSWORD ?

Click here and insert your email adress: we will send you a link to reset your password.

HOW TO CHANGE MY CUSTOMER ACCOUNT EMAIL ADDRESS ?

It is not possible to change your email address from your customer account. We invite you to request it via our contact form. 

WHY SHOULD I CREATE AN ACCOUNT ?

With a registered account you will have access to your purchase history, enabling you to register a return easily. Your delivery information is saved making it a quicker checkout for future purchases.

WHAT SHOULD I DO IF I DO NOT WANT TO RECEIVE THE NEWSLETTER ?

Newsletters are only sent to you if you have subscribed via the Lacoste website.

If you wish to unsubscribe, you can use the unsubscribe link at the bottom of each newsletter.
This will not delete your Lacoste account.

HOW DO YOU USE MY PERSONAL DETAILS?

Respect for your privacy is of the utmost importance. As a Lacoste.com customer, you can make your purchases with confidence. We do not require your personal information except in the following situations: 
- Placing an order  
- Subscribing to the newsletter  
- 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.

HOW CAN I SUBSCRIBE TO THE NEWSLETTER ?

If you wish to receive the Lacoste newsletter, fill in your email address in the "Join the Lacoste Club" section at the bottom of the homepage.

HOW LONG DO I HAVE TO RETURN A PRODUCT ?

We accept returns within 07 (seven) days after receipt of your order (we only can accept one return per order). 

Please ensure the items are new, unworn and in their original packaging with their accessories and the tag attached to the products.

Products that are not eligible for return are: Customized items, items discounted 50% or more, accessories, perfume, masks, underwear, and swimwear.

HOW MUCH DOES IT COST TO RETURN A PRODUCT ?

All returns are free of charge and you can do it by contacting our Customer Service team.

HOW CAN I RETURN A PURCHASED PRODUCT ?

FREE AND EASY RETURNS 
We accept returns within 07 (seven) days after receipt of your order (we only can accept one return per order). You can do this for free by contacting our Customer Service team. 

Please ensure the items are new, unworn and in their original packaging with their accessories and the tag attached to the products.

Products that are not eligible for return are: Customized items, items discounted 50% or more, accessories, perfume, masks, underwear and swimwear.

FOR ALL PURCHASES MADE ON WWW.LACOSTE.COM
RETURN VIA CUSTOMER SERVICE
Send an email to our Customer Service: customerservice-idn@lacoste.com
We will arrange for a courier to pick-up the return item from your address.

HOW LONG WILL IT TAKE FOR THE REFUND TO BE CREDITED AFTER RETURNING A PRODUCT ?

Please allow up to 15 days to be credited of the refund of your return after it the item has been picked up. 
The timing is due to the length of time it take for the parcel to reach our warehouse in France, the quality control checks and the time for the bank to process the refund. If returning to a boutique the refund is processed there and funds will take 2-3 working days to reach your bank account.

IS IT POSSIBLE TO EXCHANGE A PRODUCT ?

PRODUCTS BOUGHT ON LACOSTE.COM
It is not possible to exchange a product. Nevertheless you can send the product back for free within 14 days after delivery: log in to your account or use the link in your shipment confirmation email and follow the steps. Refund will be made upon reception of returned items.

WHAT SHOULD I DO IF I PURCHASED DAMAGED OR FAULTY PRODUCT ?

For purchase made in store, we invite you to return to the store of purchase.  

For purchase made on Lacoste online site, please  contact us.

 

HOW WILL I BE CREDITED AFTER THE PRODUCT IS RETURNED?

When a product is returned to us, we treat the refund directly via the payment method used for placing the original order.  
- If you paid by card, the value of the products returned will be credited to your card.  
Delivery charges are not reimbursed unless the product was faulty.

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. 

For purchases made at a retailer: we invite you to return them to the shop where it has been purchased.

Any product returned by mistake will be destroyed within 10 days and no refund can be requested. At your request, Lacoste 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.

WHAT ARE THE DELIVERY OPTIONS AND TIMES ?

Our delivery options are
- Standard Delivery of Rp. 79,000
- Free standard delivery for a purchase over Rp. 1,499,000

Estimated delivery time is 2-4 business days for delivery within the city and 3-7 days for intercity delivery. All delivery timescales are subject to delays caused by seasonal or busy periods, weather and other unforeseen circumstances.

We draw your attention to the need, when receiving your package to check its general condition. You will be responsible for the package and its contents once it has been delivered to you.
In case of a problem (opened package, empty package, damaged contents), you must refuse the package and contact our Customer Service to report the problem and the reason for the refusal. We inform you that in the event of an unqualified missing item, Lacoste cannot be held responsible and we cannot guarantee a refund.

I HAVE NOT RECEIVED THE RIGHT PRODUCT, WHAT CAN I DO?

We strive to offer you orders that are always better prepared, and carry out several checks during the preparation of these orders.  
We apologise for any errors that may have occurred.  

You then have 07 (seven) days to return your order. Please note that we are not able to make an exchange.

We will proceed to reimburse this product as soon as we receive your package. To find out more about the return procedure, please consult the "Returns and Refunds" section.

HOW MUCH DOES DELIVERY COST?

- Standard Delivery of Rp. 79,000
- Free standard delivery for a purchase over Rp. 1,499,000

WHAT HAPPENS IF I AM NOT THERE WHEN THE PARCEL IS DELIVERED ?

You will receive notification from the courier.

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 on the Lacoste.com can be delivered to a valid address in INDONESIA only and areas covered by our courier partner (JNE)

WHERE IS MY ORDER DISPATCHED FROM?

Orders placed on Lacoste.com are shipped from our warehouse and stores.

WHICH GIFT PACKAGING IS PROPOSED ?

Gift box is available for free on all orders. During Sales we will deactivate the service.

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 big size
- shoes
- jackets and coats

WHAT SHOULD I DO IF I CAN'T USE MY COUPON CODE?

First of all, please ensure to use your code within the validity period and that the conditions of use are fulfilled.
​​​​​​​In example : 
- the order amount must exceed either a certain value
- it can only be used once and is not extendable

If after checking, your promotional code still does not work, you can contact our customer service  who will be happy to help you. 

THE PRODUCTS I ADDED TO MY BASKET HAVE DISAPPEARED. WHAT HAPPENED?

Items added to the basket remain available on our website until your order is paid. 
If another customer put one or more of the items chosen by you in their basket and validate their order before you, these items will be attributed to them. 
Therefore, the items not being available anymore will disappear from your basket.

WHERE CAN I VIEW THE INVOICE FOR MY ORDER?

Your invoice is joined as an attachment to your shipping confirmation.

CAN I SEND A GIFT MESSAGE ALONG WITH MY ORDER?

By selecting the gift option during the checkout process, you will have the possibility to write a personalized message that will be included within the parcel.
Please note that only character from the Latin alphabet can be printed and that emojis, hashtags (#), and special characters (@!^&...) are not allowed.
However, we reserve the right not to include your message if we believe it is:
- Inappropriate or contrary to public policy or morality,
- Incompatible with the brand image of Lacoste products,
- Constitutes an infringement of third party rights, trademark rights or copyright.

WHEN WILL MY CREDIT CARD BE CHARGED?

As soon as your order is confirmed, a payment authorization will be reserved by your bank to ensure that funds are available to honor the delivery. The amount is only debited when the order is delivered to the carrier. You will be informed by a shipping confirmation email.
If your order is cancelled, the payment authorization will be released by your bank within a period of 1 to 10 days. Lacoste, which has not withdrawn this amount of the payment authorization, is able to release the amount before this period.

WHAT SHOULD I DO IF I HAVE NOT RECEIVED THE ORDER CONFIRMATION?

Check your spam folder and make sure that the noreply@shop-id.lacoste.com are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications.
If this does not work, contact us.

HOW CAN I PAY FOR MY ORDER ?

On Lacoste.com, we accept the following payments :

1. Credit card and debit card : Visa, Mastercard
2. Bank Transfer (Virtual Account)

HOW TO USE A VOUCHER?

Once in your basket, under the summary of your order, you will find the "promo code" box.
Copy paste the code you have been given and validate by clicking on "APPLY".
The corresponding discount will automatically be deducted from the total amount.
A code can only be validated once and therefore we recommend that you only insert it when you wish to proceed with the payment of your order.

Please note that it is not possible to accumulate several vouchers and promotional codes.

Also, the amount of the promotion is divided proportionally to the amount of an item. Consequently, in the event of a return, you will be refunded the actual amount paid with the reduction of the advantage code. As a result, you will lose the amount of the promotion linked to the returned item.

CAN I CHANGE MY ORDER ONCE IT HAS BEEN CONFIRMED ?

You can cancel an order within the first 30 minutes of the order being placed, at the exception of the personalised products. Our customer service team can cancel your order, modify the size or the colour of a product. It is not possible to add an article or exchange it for one of superior value. If you wish to cancel an order please contact our Customer Service team via email.

Product exchange is not possible. If the products received do not suit you, you can send them back for free within 07 (seven) days after receipt of your order.

CAN I CANCEL MY ORDER ?

Yes (at the exception of the personalised products), within 30 minutes after placing your order. If you wish to cancel an order please contact our Customer Service team via email.

After this time, your order will be prepared for delivery and we won't be able to cancel it.

The refund process will be initiated upon receipt of returned items. We inform you that it may take up to 15 business days for the refund to be completed.

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.

CONTACT YOUR CUSTOMER SERVICE


Contact the Lacoste team : our customer service is here for you from Monday to Friday from 9am to 5pm, Saturday from 10am to 2pm.

Contact us by mail

FIND YOUR PERFECT SIZE

Look at our size guide to find your perfect size

View size guide