FAQ

L’Oréal Partner Shop is available to all L’Oréal Professional Products Division Business Partners. To request access, follow these simple steps:

1. Visit the website www.lorealpartnershop.com

2. Click ‘Request Account’ on the right-hand side of the page.

3. This will open a request form, complete the form and click ‘Submit’.

4. A member of our customer care team will be in contact with you in within 3 working days, alternatively you can contact your Sales Representative for assistance with creating your L’Oréal Partner Shop account.

Once your account has been created you will receive a Welcome Email containing your login ID for the site. Click the link in the email to create your password. Your password will need to be at least 8 charactesr and MUST contain at least one capital letter, one number and one special character.Once you have created your password, simply enter your login ID and password on the login screen to access your account and place an order. 

1. Click on ‘Forgot password’ (below the password field).

2. Enter your login ID and click ‘Send’.

3. An e-mail will automatically be sent to your email address, which will include a link prompting you to create a new password. Your new password MUST contain 8 characters including at least one capital letter, one number and one special character.

Yes, your personal details are secure. Check out our Privacy Policy for more details.

At the top of your screen you will see a navigation bar with a number of options for you to choose from. Click on the icon ‘My account’, then scroll down and click ‘log out’.

When you request an account with us, we will ask you if you would prefer to opt out of receiving marketing. If you do not tick the box provided, we will proceed to send you personalised emails on L'Oréal Partner Shop products, promotions, news, events and platform updates exclusive to L'Oréal Business Partners. You can unsubscribe from marketing at any time, through the link in each communcation we send.

 

For further information on how we use your personal data, please see our Privacy Policy. L'Oréal Professional Products Division is part of L'Oréal (UK) Limited. If you have any questions or concerns about your personal data, please contact us at [email protected].

If you have a question that is not answered by the FAQ's or within the product descriptions, then please feel free to:

1. Fill out the form on our Contact us page.

2. Contact our Customer Care by phone on 0800 0304 034 in the UK and 1800 535 616 or by email

3. Contact your Business Partner.

For L'Oreal Brands: 

Live chat is open from 9am to 5pm. A pop-up will appear on the homepage, if not, this means customer care is busy helping other clients. Alternatively, you can call Customer Care on 0800 0304 034 in the UK and 1800 535 616 in Ireland or contact us via the online portal here.

 

 

For Partner Brands:

Partner brands do not offer Live Chat at this time. If you have a query on a Partner Brand order, please contact the Partner Brand directly via the My Orders Page (log in to view)

There are multiple ways to find the products you are looking for.

The 3 simplest ways are to search by brand, by product category or by using our search field:

1. If you know the brand you are looking for, hover over ‘Shop by Brand’ on the homepage to view a drop-down menu. You can view all product ranges by hovering over each brand. To view all products in the brand, click on the brand name. To view one of the brand’s product ranges, hover over the brand name and click the relevant range next to it.

2. To discover new products, you can search our entire range by category. From the homepage, click on ‘Shop by Category’ to view all products across Retail, Technical, Backwash and Colour. Here you can also explore sub-categories of products to help narrow your search.

3. If you know the product name or product reference number, you can use the search bar to find them. At the top of the homepage, click on the search bar and enter the product name or reference number and click search.

Pack sizes are shown on the product page underneath the short product description.

If a product says 'Contact Us' underneath, you will need to contact your Business Partner or the Customer Care team on 0800 0304 034 in the UK and 1800 535 616 in Ireland, by email, or by filling out our contact form.

Please note that some brands operate within a selective network requiring stockists to meet certain criteria to be eligible to buy. This will be evaluated by a sales representative when your email or contact form is received.

 

If a product says 'Notify Me' underneath, it is out of stock. You will be able to sign up to receive an email notification for when it is back in stock.

For L'Oreal Brands: 

For Technical advise contact Salon Advisory on [email protected] or for general product enquiries contact Customer Care via Live Chat or by calling our Customer Care team 0800 0304 034 in the UK and 1800 535 616 in Ireland

 

 

For Partner Brands:

Partner Brands aim to provide all the information you need to make a purchasing decision on their product and brand pages. You can find all out Partner brand pages here. If you have a question on a Partner Brand order then please contact them via the My Orders page. (log in to view)

You can shop Education courses on L’Oréal Partner shop by going to the Main Menu and selecting ‘Shop Education’. Alternatively, if you know what course you wish to book on, try our ‘search’ bar. 

Currently, a curated selection of Education Courses is available to shop on L’Oréal Partner shop. If you cannot find what you are looking for, please go to  Access, where you can choose from our full Education offering, which can be purchased directly by credit/debit card. 

Currently no discounts can be honoured directly on L’Oréal Partner shop.  

If you wish to redeem a voucher code, go to Access and you can purchase directly by credit/debit card there. 

If you wish to use any exclusive education budget, please contact [email protected] or 08000304034 to conclude your purchase. 

Once you have checked out, you will receive an email with confirmation of your order, including any L’Oréal products and/or Partner products.  

You will then receive a further email relating directly to your Education purchase. This email will include a unique voucher code that is to be redeemed on uk.lorealaccess.com in order to secure your place on the course. 

Please note: Each Education purchase will generate one email with one voucher code. Therefore, if you have purchased multiple Education courses, you will receive multiple emails as each one has their own unique voucher code that must be redeemed on Access to secure your place on the course. 

If the purchaser is not the course participant, then the purchaser must forward the voucher received to the participant.  

Please note the participant must have a L’Oréal Access account to redeem their voucher. 

Once registered, the participant will click the voucher code within the email to direct them to the course that they must redeem the voucher for and secure their place on.  

Please note, that the participant may be prompted to log into their L’Oréal Access account at this stage. Once they have done so, they will continue to be redirected to the course page.  

The participant will then be prompted to select date/location of choice for the selected course and add to basket. The participant then must copy and paste the voucher code from email to ‘coupon code’ box at check out. This will reduce the cost of the course to £0, the participant can conclude the check out and now they have their place reserved.  

The person who purchases the Education only needs a L’ORÉAL Partner Shop account and there is no need for them to have a L’Oréal Access account. The participate of the course who will be redeeming the voucher must have a L’Oréal Access account. The account can be created before or after the purchase of the voucher on Access.

Your purchase of an Education Voucher for your chosen course does not guarantee your reserved place on your preferred location. Seats available are updated weekly, to ensure you do not lose your booking please encourage that the participant redeems the voucher on L’Oréal Access at the quickest convenience.

If all the sessions of the course are full and ‘out of stock’ notice will be clearly marked on the course within L’Oréal Partner Shop. We aim to ensure that we never over book our education courses, however if the purchaser buys the course and it is not redeemed by the participant within a reasonable time scale there is a risk that the place is no longer available. If this happens to you, please contact [email protected] to discuss alternative options or a refund.

Your voucher purchased on L’Oréal Partner Shop is valid for 4 weeks. However, we recommend you ask the participant to redeem within the same day of purchase to avoid disappointment. 

Contact [email protected] or 08000304034 with the voucher code number and ask for them to cancel the lost voucher transaction. This ensures no one else can redeem this voucher. Please repurchase the course on L’Oréal Partner Shop and ensure the correct recipient receives the voucher code to redeem. You will not be charged for any education if the voucher has not been redeemed.

You will not be charged for the Education until the day of the course.  

• If you choose to not redeem voucher, you will not be charged. No action needed. 
• If you choose to redeem the voucher but can no longer attend, please contact [email protected] or 08000304034 to request your cancellation. Please refer to our full cancellation policy regarding any charges that may apply. 

If the participant has forgotten the password to the L’Oréal Access account, please click the ‘forgotten password’ button to redeem it. 

If you receive no email or are advised no such account exists, please create your account at Access 

If you continue to have problems, please contact our Academy Team directly on [email protected] or 08000304034 

You can access the invoice portal here

The purchaser will be charged on the day of the course that has been booked and will need to pay according to their payment terms.

VAT of 20% will be applied to all education courses at check-out. 

The Customer Care team will be on hand to offer support. You can contact our them via phone on 08000304034, by email, or by filling out our contact form. 

The Customer Care team handle all complaints and will endeavour to resolve your issue. You can contact them via phone on 0800 0304 034, by email, or by filling out our contact form. 

Contact us directly via either:

1. Live Chat
2. Contact us form on LPS or alternatively contact Customer Care on 0800 0304 034 in the UK and 1800 535 616 in Ireland and we can arrange for a welcome email to be sent

For all changes to accounts including; closing an account, setting up a direct debit, cancelling a direct debit, amending a direct debit amount, or general debit enquiries, please contact the Credit Team.

1. Click on ‘Forgot password’ (below the password field).

2. Enter your login ID and click ‘Send’.

3. An e-mail will automatically be sent to the email address you provided when registering, which will include a link prompting you to create a new password. Your new password MUST contain at least one capital letter, one number and one special character.

To change any personal details such as your address, name, or phone number, you will need to contact your Business Partner or the Customer Care team on 0800 0304 034 in the UK and 1800 535 616 in Ireland, by email, or by filling out our contact form.

Log into your LPS account, Click on my account, then my partner shop orders (for orders) or my invoices (for invoices)

Search for the product you wish to purchase using one of the methods outlined in the PRODUCTS section of our FAQs. Once you have located the product, select the quantity you require by either typing in the number or using the ‘+’ or ‘-‘ buttons. Click the ‘basket icon’ to add the products to your basket. To view more information about the product such as ingredients, pack size, or description simply click on the image of the product. You can still add the product to your basket from this page. Once you have completed your order, click on the ‘basket icon’ to review your order and amend if necessary. All your promotions will be visible on the order summary page and the total amount of your order is also shown. Once you are happy with your order, click the ‘check out’ button to finalize your order.

1. The checkout is composed of 3 steps: The first step is for shipping details, delivery address and date. At the top of this page you can also add a purchase order number in the relevant field (this will be shown on your invoice).

2. The second step allows you to choose from the payment options you are eligible for.

3. The third step is the order confirmation page showing a summary of your order, you can add products or amend your order at this stage. You will also receive an e-mail confirmation with all your order details.

There is no minimum order value on orders above £100 (excluding VAT). Orders below £100 (excluding VAT) will incur a handling fee of £9.95. Next day delivery can be added to any order in selected postcodes for an additional charge of £5.79. If an order is less than £100 (excluding VAT), then the handling fee and next day delivery fee shall both be applicable to such order.

If an item is out of stock, a red ‘Out of Stock’ notification will appear under the product, meaning you will be unable to order it at this time. You can set up an alert by clicking ‘Notify Me’ to receive an email letting you know when the product is back in stock.

If you receive products addressed to another salon, or the products you receive are different to your original order, you can contact the Customer Care team on 0800 0304 034 in the UK and 1800 535 616 in Ireland, by email, or by filling out our contact form.

To view the total value of your order, click on the ‘Basket’ icon at the top of the page. This will show you the total summary of your order. On the far right hand side you will find your subtotal, estimated VAT, shipping costs, and full order total.

No, VAT is always applied at the end of any transaction, you can see total VAT value on your invoice as well as in the basket when you check out. This will be charged at your usual VAT rate, currently 20% for all customers in the UK. Products sold to the Channel Islands are not subject to VAT payment.

Payment will not be taken at time of ordering, you will receive an invoice within 2-3 days of your order being dispatched. Payment terms are in line with our standard Terms and Conditions of sale.

 

You can view and pay invoices in full through our easy-to-use online portal: https://documentplatform.loreal.co.uk 

If you wish to view your invoices, you can sign up to the portal using the link above, If you wish to make a payment via the portal, you will need to contact [email protected] so they can set you up for payments via the portal.

 

For all pricing enquires including discounts, invoices, pricing errors, and general pricing questions, please contact the Customer Care team on 0800 0304 034 in the UK and 1800 535 616 in Ireland, by email, or by filling out our contact form.

This could be down to your current account balance, please contact the Credit Team who can help you resolve this at [email protected]

For L'Oreal Brands: 

1. Email confirmation of the order - Yes
2. Invoice - Yes

Please don’t forget to connect to our e-billing platform where you can access all your invoices, statements and credit notes

 

For Partner Brands:

Yes, you will receive a separate invoice for your L'Oreal Order and your Partner Brand Order. If you order from more than one partner brand, each partner brand will invoice you separately.

The portal provides 24/7 access to all your invoices, statements and account documents from the last 3 years. It is updated once every 24hrs with the latest documents.

You can access the portal through the following link: documentplatform.loreal.co.uk

Any customer who manages their business L’Oréal invoice/payment account may use the portal to manage their account documents. Once you are registered, paper billing will stop.

Please select ‘Create an account’ from the login page of the E-Billing portal. We endeavour to activate your account within 2 working days.

https://documentplatform.loreal.co.uk/self-sign-up/create-account

Once your account is activated (usually within 2 working days), you’ll receive an activation email. Please click on the link in the email to set your password and activate your account. Once you have activated your account, you will be switched over to E-Billing and paper billing will stop.

Please check your junk email folder. If you can’t find it, please click ‘Activate your Account’ on the login page of the E-Billing portal and follow the instructions. This will resend the activation email.

You can find the link to resend the activation email here: https://documentplatform.loreal.co.uk/auth/activate

Please click ‘forgot my password’ on the login page of the E-Billing portal and follow the instructions.

https://documentplatform.loreal.co.uk/auth/forgot-password

Your username will be your invoice/payment account number. This number can be found on any of your invoices, credits or statements and normally begins with the number ‘2’.

Your username will be your invoice account number. This number can be found at the top of any of your invoices, credits or statements and normally begins with the number ‘2’. If you are still having issues, please call the Customer Care team on 0800 0304 034 in the UK and 1800 535 616 in Ireland

For security reasons it’s not possible to change your registered email address directly on your E-Billing account. Please call the Customer Care team on 0800 0304 034 in the UK and 1800 535 616 in Ireland

Yes, the E-Billing portal contains all invoices and documents associated with your account from all brands that you take.

It is not possible to change your username as this is the same as your L’Oréal invoice account number.

STANDARD DELIVERY: We currently offer delivery in 2-3 working days for FREE on orders above £100 (excluding VAT). Orders below £100 (excluding VAT) will incur a handling fee of £9.95. You can also select a delivery date up to 30 days in advance at the check-out.

NEXT DAY DELIVERY: Next day delivery can be added to any order in selected postcodes for an additional charge of £5.79. If an order is less than £100 (excluding VAT), then the handling fee and next day delivery fee shall both be applicable to such order. You can place an order for Next Day Delivery before 11am Monday-Thursday.

 

We can only deliver to the registered delivery address on your account.

You can contact the Customer Care team to report missing products, missing boxes, or any damage to deliveries – Please note any damaged products will require supporting photos (Contact our Customer Care team on 0800 0304 034 in the UK and 1800 535 616 in Ireland, by email, or by filling out our contact form.

For UK only - Yes. It is possible to track the delivery of your products directly into 'My Account' > 'My orders' and clicking on the order you are interested to track

To make a payment you must be 1. An E-Billing customer, 2. Have a credit account (e.g. To pay X days after invoicing) and 3. Pay your invoices by credit or debit card.

Direct debit customers will have their due payments taken automatically.

If, when checking out, you have the possibility to pay “On Account” or if there is a credit bloc or reached credit limit message, it means you have a credit account and might be in position to pay my invoices through the E-billing portal. Please refer to the E-billing section to see how to create and activate your account.

Directly in the e-billing portal, if you are eligible, simply click on ‘PAY’ next to the invoice you wish to pay and enter your card details. You will receive an email confirmation immediately upon successful payment. You can also view your E-Billing payment history on your account. 

Yes, you can choose to pay multiple invoices in the same payment by clicking on the ‘pay multiple’ button on the top row of your list of invoices and selecting which ones to pay.   

No, you can only pay whole invoices, or an unpaid part of an invoice. The ‘amount due’ field will show you how much is outstanding on any invoice where a payment is outstanding. If there is no payment outstanding the ‘amount due’ will show zero.

If you have made a payment outside of the portal, e.g. over the phone, it may take up to 48hrs to show as paid on your E-Billing account. However, invoices paid via your E-Billing account will show as ‘PAID’ immediately but may still take up to 24hrs for the funds to clear your L’Oréal account.

All payments may take up to 24hrs to clear your L’Oréal account.

If you are eligible, the “pay” button should show automatically. Only customers with a credit account and not on direct debit can pay by credit card through the E-billing portal. In case your situation changes, and you become eligible, it can take up to a week for the “pay” button to be activated.

We are looking at adding this functionality in a future development. In the meantime, you can find the due dates on any invoice by opening the invoice document PDF on your account. 

Without an E-billing account, it is not possible to pay invoices with a credit card. In case you do not have a Credit account, you might be eligible to pay at checkout with your credit or debit card. please refer to the payment section.

Please speak to the accounts team if you would like to make changes to your payment method on 0800 0304 034 or via the contact us form on Partner Shop.

Please speak to the accounts team if you would like to switch back to paper on 0800 0304 034 or via the contact us form on Partner Shop.

Please note if you switch back to paper, you will lose the benefits of the portal including the ability to pay online.

This is detailed in our Terms and Conditions which is at the bottom of each screen, just click on the Terms and Conditions. This is also shown on the back of all invoices.

They are non-L'Oreal brands that we are hosting on L'Oreal Partner Shop for use in your salon to complement your client experience. 

We will sharing across our channels including email newsletter that you will already receive if you are signed up to our database, banners & popups on L'Oreal Partner Shop,  plus you may also speak to your Business Partner. 
 

Delivery options are managed by the Partner Brand - the options available from that Partner Brand, which may include Next Day Delivery, will be shown to you at checkout
 

Yes as each Partner Brand delivers their products to you separately. The estimated cost of product delivery will be visible on the product page, and the final cost at checkout
 

Partner Brands can choose to promote - If you signed up to our mailing list, we will let you know via email when exciting offers will be available for Partner Brands. Watch this space! 

L'Oreal discount codes only work on L'Oreal products
 

You can pay for Partner Brand items using a credit card only. It is not possible to pay for Partner Brand products on your L'Oreal account. 
 

Each Partner Brand ships their part of the order, so if you order from multiple Partner Brands, your orders will be sent separately. L'Oreal will continue to ship your L'Oreal products as now. 
 

You will receive an email confirming shipment along with a tracking link. You can also track through the Partner Shop website via the "My orders" page. 
 

There are no minimum order value however there may be a delivery charge. Delivery charges are set by each Partner Brand. Details can be found on each Partner's Partner Page and when you checkout. 
 

The L'Oréal Professional Product Division's Customer Care team handle all complaints and will endeavour to resolve your issue. You can contact the team on 0800 0304 034 in the UK and 1800 535 616 in Ireland, by email, or by filling out our contact form.

If your query is related to a non-professional product or service, please visit the relevant brand's website for more information on how to contact them. Please note that L'Oreal Partner Shop is a website dedicated to L'Oreal's salon and hairdressing clients.

The L'Oréal Professional Product Division's Customer Care team handle all complaints and will endeavour to resolve your issue. You can contact the team on 0800 0304 034 in the UK and 1800 535 616 in Ireland, by email, or by filling out our contact form.

If your query is related to a non-professional product or service, please visit the relevant brand's website for more information on how to contact them. Please note that L'Oreal Partner Shop is a website dedicated to L'Oreal's salon and hairdressing clients.