FAQ

After Coronavirus Lockdown, we are back on track!
Dear Crocodiles,

Lacoste stores have reopened: we are delighted to welcome you again! Following Level 1 lockdown regulations we are offering the full range for sale online and instore. You can now shop the latest Lacoste collection instore and online.

As we work to combat the spread of Covid-19, we assure you that the safety of our employees and our customers is our top priority; We are taking strict precautions (in-store and for deliveries) to ensure this.

We are following specific hygiene measures to ensure the safety of our customers and team in-store:
  1. · The wearing of a mask is compulsory for all staff and customers
  2. · Hand sanitisers will be offered to you upon entering our stores
  3. · The fitting rooms and payment terminals are disinfected before and after each use
  4. · Daily sanitising of store
  5. · Our staff will respect a physical distance of 1.5 meters from you.
  6. · The number of people inside the store is limited
  7. · Payment by card is recommended


For all online orders and deliveries, the strictest precautions are also observed:
  1. · Contactless delivery
  2. · Drivers to wear masks and gloves
  3. · Drivers to sanitise hands before and after delivery
  4. · Orders to be placed on the ground and drivers to step away
  5. · No signature required


For the Lacoste retail stores trading hours will be 10:00 – 17:00, this may be subject to change based on each respective mall’s requirements. The online store will be open 24/7 and your order will be delivered within a week considering the limitations on delivery during this lockdown period.

We look forward to welcoming you in our stores and delivering your online purchases.

LACOSTE IS IMPLEMENTING STRICT HYGIENE MEASURES TO ENSURE THE SAFETY OF OUR CUSTOMERS AND THE ECOMMERCE TEAM.

THE FOLLOWING STEPS CAN BE FOLLOWED TO RETRIEVE AND UNBOX YOUR DELIVERY SAFELY:

  1. · WASH YOUR HANDS WITH SOAP AND WATER FOR AT LEAST 20 SECONDS OR USE HAND SANITISER TO DISINFECT YOUR HANDS BEFORE AND AFTER RECEIVING YOUR DELIVERY
  2. · WEAR A MASK OR COVERING THAT COVERS YOUR NOSE AND MOUTH WHEN RECEIVING YOUR DELIVERY
  3. · MAINTAIN A SAFE DISTANCE OF 1.5 METERS FROM OUR COURIER SERVICE PERSONNEL
  4. · WHEN UNBOXING, DISINFECT OR RECYCLE ALL PACKAGING IMMEDIATELY
  5. · ALL ITEMS COME IN A PLASTIC POLY BAG THAT HAS NOT BEEN OPENED FOR YOUR SAFETY. ITEMS INSIDE ARE SAFE TO ENJOY.


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. - Being processed (your order has been confirmed and is currently being processed in our warehouse)
  2. - Despatched (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?
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 underwear). 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 value express 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?
Click here to 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.
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 - Bed sheets - 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 30 minutes after placing an order.
Can I change my order once it has been confirmed?
Once your order has been confirmed, there is a 30 minute window from the order being placed (with exception of the personalised polo products), where we can change the color/size or change the product as long as the total order amount is under the original amount or cancel the order.
Can I place an order by e-mail, post or fax?
We only process orders placed via the Lacoste Online Shop or by telephone with one of our customer service associates. Our customer service is open Monday to Friday from 8am to 6pm and Saturday from 9am to 5pm. Contact them by phone on : 0196 231 2803.


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 (only for cards issued from banks in ZAR region)

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.

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 an promo code?
Please choose you method of delivery, then 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

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What are the delivery options?
We offer two delivery options:
  1. - R200 express delivery. Orders take three to four days to be delivered between monday to saturday, following the region.
  2. - Free express delivery on orders over r3000. Orders take one to five days to be delivered between monday to saturday, following the region.
Can my order be delivered to an address of my choice?

Yes we can. 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.

Where do you deliver?
Orders placed lacoste.Com/za, may be delivered to the republic of south africa only.
How much does delivery cost?

200 rands per order. Shipping free of charge on orders over r3000.

How long does delivery take?

Orders take up to 3-4 working days to be delivered between monday to saturday.

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?
Before the delivery attempt, you will receive a phone call from our courier partner (dhl) in order to schedule the delivery. In the event that your call is missed, dhl will attempt contact of up to three calls. In the event that you may need to reschedule your delivery, please contact our courier partner (dhl) for assistance. After two failed delivery attempts, our courier partner will return your parcel back to our warehouse.
How do I monitor the progress of my order?
If you have placed your order whilst logged in to your account, you will find all the details of your 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: your order has been cancelled. Please contact our customer service 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?
Free and easy returns
We accept returns within 14 days after receipt of your order. You can do this for free using the return label accessed under your account or via the order shipment email.

Please note that it is not possible to return or exchange purchases, made online, in stores.Also note that it is not possible to return or exchange purchases, made in stores, through the online store.

Underwear is not eligible for return, due to hygeinic reasons.

Please ensure the items are new, unworn, unwashed and in their original packaging with their accessories and the tag attached to the products. Any and all product labels or user manuals must be returned.

Follow these easy steps to receive your free return label:
  1. login to your customer account on lacoste.Com/za and go to my online orders and returns tab
  2. or use the link on your shipping confirmation email by clicking on register my return
  3. 1. Select the item(s) to return (quantity/reason) and click on confirm the item(s) to return.
  4. 2. After registering your return, you will receive a call from our courier partner (value express) to arrange a suitable time for collection.
  5. 3. Please re-use the box the order was delivered in where possible and ensure that box is securely closed. The label for the return will be provided by our courier partner on the day of collection.
  6. 4. We will notify you via email when we receive the parcel.


Please note we only accept one return per order.

In normal cases, parcels are returned to us by our courier partner (value express) within 2-3 working days from date of collection. However, we anticipate a delay in delivery to our warehouse during the holiday seasons such as ramadan, christmas or during sale period. Please allow up to 7 working days for delviery to our warehouse. It is important to note that refunds can take up to one month to be completed. We thank you for your understanding. All returned products not complying with our return policy, will be returned to you without refund. In cases whereby you used a promo code on your order, please note that the value of the promo code is divided up proportionately to the item price(s). In the case of a return, you will be refunded for the amount paid on the returned item minus the promotion amount applied on that item. You will therefore lose the amount of the promotion applied to the returned item.
Is it possible to return a product that has not been ordered from the Lacoste Online Shop?
No, we only accept products that have been purchased from the lacoste.Com/za. Any product returned in error will be destroyed within 10 days unless we are contacted. We will be happy to return the product to you, however in the unlikely event that the parcel is damaged or lost in transit back to you, we will not be held responsible, as lacoste does not hold any obligation to proceed due to the fact that it is not our product.
Is it possible to return a product to a Lacoste boutique or a department store?
We only accept products that have been purchased from the lacoste.Com/za. Please note that it is not possible to return or exchange purchases, made online, in stores. Also note that it is not possible to return or exchange purchases, made in stores, through the online store.
How long do I have to return a product?
We accept returns within 14 days after receipt of your order. You can do this for free using the return label accessed under your account or via the order shipment email.
How much does it cost to return a product?
All returns are free of charge using our 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. - 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. It is important to note that refunds can take up to one month to be completed and reflect in your account. We thank you for your understanding.
What should I do if I receive a damaged or faulty product?

If a product purchased from lacoste.Com/za 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:

  1. For textile: full length of the product and detailed close up of the issue.
  2. For the shoes: above and soles and detailed close up of the issue.

Please contact us explaining the encountered issue to our Customer Service: click here

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.
Where will be order be dispatched from?
The Lacoste Online Shop warehouse is based in Johannesburg, South Africa.


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

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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 Monday to Friday from 8am to 6pm and Saturday from 9am to 5pm. You can contact us : click here

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



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