FAQs

To enable us to process your order, we need some information about you such as your delivery address, billing address and email address.

The creation of this account will also allow you to benefit fully from services offered by La Roche-Posay, for instance creating a list of your own personal favourite products, viewing past orders, etc.

All your account information at La Roche-Posay will only be used as part of your relationship with La Roche-Posay.

This information can be changed by you at any time by managing your account online.

It can also be completely removed from our database upon request.

Orders are prepared by the logistics centre located in Nottingham, UK, then dispatched by the carrier nominated by La Roche-Posay (DPD). The estimated delivery date will be included in the Dispatch Confirmation sent to you. The estimated delivery times set out in the table below are from the date on which you place your order. Please note that the delivery time quoted is an estimate only.

Christmas Delivery

Express Delivery - Order before 10am 19th December for guaranteed Christmas delivery

Orders made between 23rd - 5th Jan are subject to increased delivery times of 5-7 days (excluding Bank Holidays)

Estimated Delivery

Delivery Options***

Estimated Delivery Time: Standard Delivery 3-5 working days*

* If order is placed before 11am on a working day. If order is placed after 11am or on any non-working day then estimated delivery will be on the second working day.

*** Delivery costs will be displayed on the checkout page of the Website.

† Please note that for delivery to Northern Ireland, Scottish Highlands, islands, Aberdeen and other rural areas an extra working day needs to be taken into account of for these delivery options.

Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions or exceptional circumstances.

You can send your order to another recipient. On the page "order summary and check out", tick "new shipping address" and fill in the fields reserved for the desired delivery address

>

You can give notice of cancellation for products ordered on www.laroche-posay.co.uk from the date of receiving the ordered goods until 14 days after the day on which you receive your products.

You may cancel by contacting our Customer Care Department by telephone on 0800 055 6822 or via email to [email protected].

Our customer care team will provide you with a free DPD return to store label to return your products.

If the DPD return to store service is not available in your area our customer care team will provide a returns address and we request that you return products to us to Returns Department, L’Oréal UK Ltd, Unit 2, Fraser Place, Trafford Park, Manchester, M17 1ED via the Post Office ‘Royal Mail Signed For’ delivery method. We will pay the reasonable delivery costs you incur in returning the product to us provided that you include a returns proof of postage receipt when returning the product.

We will email you to confirm we have received your cancellation. You may also contact our Customer Care Department by telephone on 0800 055 6822.

Your right of cancellation does not apply in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection and hygiene reasons, if they become unsealed after delivery. Certain products are cellophane wrapped and/or contain a seal to be removed before use and fall within the category of ‘sealed goods’.

If the product(s) received are not those you have ordered or of they have been damaged or are faulty, then return such product(s) in their original form and packaging. In this case, if the non-compliant nature of the product is confirmed by us, we will refund the price of the product in full and where the full order is returned will refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer standard delivery of a Product within a certain timeframe at one cost but you select express delivery of a Product within a shorter timeframe at a higher cost, then we will only refund what you would have paid if you had selected the cheapest delivery method we offer. For the avoidance of doubt, if the Standard Delivery method we offer is free then you will not be refunded any delivery costs even if you opted for another delivery method which was not free.

Note that only in these specified circumstances (faulty, damaged, non-compliant product) will we pay any reasonable delivery costs you incur in returning the product to us (where the DPD return to store service is not available) provided that you include a returns proof of postage receipt when returning the product. We request that you return such products to us via the Post Office ‘Royal Mail Signed For’ delivery method.

It is not possible to exchange or obtain reimbursement for any products ordered from this website at pharmacies or retailers. It is also not possible to exchange or obtain reimbursement for any products ordered from another online store.

La Roche-Posay allows you to pay for your order using secure payment methods.

You can carry out an online payment by credit/debit card and pay for your order using one of the following cards:

Visa, MasterCard, Maestro or American Express.

The information entered when making a payment on www.laroche-posay.co.uk is never known or stored by La Roche-Posay . Banking transactions are carried out in a secure manner by Ayden or PayPal (as applicable), La Roche-Posay 's designated payment partners.

For any additional information concerning payment, please contact our Customer Care Department at [email protected] or by telephone on 0800 055 6822 (we are available from Monday to Friday from 9:00am – 5:00pm)

If you have a La Roche-Posay promotional code, you can let us know before confirming your order by inputting it into the field, "Promotional Code".

Once the code is entered, the offer will be directly applied to the amount that your shopping bag totals.

You will see the title/value of your code above the subtotal amount. You have the option to cancel the code you entered and enter a different one.

Once an order has been placed, operationally we have a fast turnover for order processing, so we are unable to cancel or modify orders. We are sorry for any inconvenience this may cause.

If you wish to cancel your order, you are able to refuse the order at the door when it is delivered. Once the parcel has been returned to us we can then begin the refund process.

This does not affect your statutory rights. Please read our Conditions of Sale for further information.

To sign up for the La Roche-Posay Newsletter, simply click on the link at the top of the website. Then fill in the required fields and click "Sign Up".

You can also do so whilst creating your own account or at the checkout page and select "yes" to the question, "Would you like to sign up for our newsletter and be notified of our exclusive launches and offers?" You will need to select "OK" so that your choice is registered.

By becoming a fan of our Instagram page at @larocheposayuki you can keep up with the latest product launches and enjoy special offers.

The skin is the human body's largest organ, and covers the entire body, representing around 15-16% of body weight. It regulates temperature and permits exchanges with the outside world. Yet it is above all a living organ that is sensitive to the environment, the changes in the seasons, lifestyles, of course, the passage of time. It reflects our state of health, stress, fatigue, and even our blues... To use skin care in full possession of the facts, it's therefore a good idea to know about the skin. Epidermis, dermis, hypodermis: find out more. The skin, situated at the interface between the body and the outside world, consists of three layers. The surface layer is called the epidermis. This is made up of cellular layers, and protects our body against external aggression (cold, wind, pollution, bacteria, etc.) and regulates hydration by limiting transepidermal water loss (TEWL). Below the epidermis is the dermis. With its collagen (for structural support) and elastin fibres (for flexibility and elasticity), the dermis serves as a "support mat" for the skin and also has an important nutritional role. It also contains the sweat and sebaceous glands that secrete the sweat and sebum that are rich in essential lipids for cutaneous hydration. The adipose subcutaneous tissue, or hypodermis, consists of cells specialized in fat storage. It is in this part of the skin that the blood and lymph vessels are situated. The hypodermis provides energy reserves and protects the body from the cold, as it forms a "buffer zone", acting as a kind of "shock absorber".

Feelings of tightness, discomfort, a dull complexion and fine lines due to dehydration: dry skin is lacking in water, or lipids, or both at once. It is less well protected and so reacts more to external aggression (pollution, climatic conditions, air conditioning, etc.). It also has a tendency to wrinkle more quickly, especially inasmuch as the skin naturally becomes drier as the individual ages.

Oily skin is linked to an excess of sebum production that gives the skin a shiny appearance, in particular on the forehead, the sides of the nostrils and the chin. The pores of the skin are often dilated and blemishes may appear, particularly on teenagers, young adults or people with hormonal imbalances. The good news is that oily skin is thicker, well-hydrated and protected against external aggressors, drying and stress. It is less prone to wrinking and the signs of aging.

Is your skin normal or combination, oily, dry or sensitive? The Biotherm biologists have developed four care programs for the skin in three stages: cleansing lotions, toning lotions, moisturising Face Care and specific care solutions suited to your present needs and lifestyle. To leave skin revitalised and glowing with health and beauty! Benefit from Biotherm's expertise and carry out your own customised diagnostic online. It will help you to determine your skin type and to define your Biotherm skin care program.

You have great-looking but fragile skin: it has a tendency to feel tight and sensitive to the touch. You need a specific care product that will help your skin combat its two worst enemies: seasonal changes and dry air. For this, Biotherm proposes a soothing and balancing Aquatrio program for sensitive skin, with its Biosensitive soothing care range including Pure Extract of Thermal Plankton™ (link to product data sheet). Biosensitive products contain no perfume or alcohol and are hypoallergenic.

Skin sensitivity is a phenomenon that is often temporary and may occur whatever type of skin you may have: normal, dry or oily. This is because the skin is a sensory organ equipped with sensors that react to internal stresses (anxiety, fatigue, emotion, etc.) and external stresses (cold, wind, pollution, irritation, etc.) by triggering defensive mechanisms. Some people's skin may be particularly sensitive to the environment; others may experience occasional reaction to particular treatments.

Fat storage and water retention are directly linked to lifestyle (eating habits, physical activity, and so on). Consider reducing your consumption of refined sugars, alcohol and salt. Avoid combining fats and starches. And, of course, drink at least 1.5 litres of water per day, preferably outside of meal times. Stay active and practice some kind of physical exercise, such as walking, jogging, aerobics or gymnastics. To help eliminate the cellulite you have and visibly "smooth" that orange-peel skin, apply Biotherm anti-cellulite care products morning and night to the areas concerned (buttocks, thighs, knees). Use massage to encourage draining, and stimulate cutaneous micro-circulation by tightly squeezing your arms and legs with your hands ringed around them.

The appearance of cellulite may be encouraged by various factors, including hormonal variations. Cellulite starts to set in at puberty and can be exacerbated by pregnancy, hormonal disruption and the menopause. A poorly balanced diet, lack of exercise, stress, alcohol or tobacco consumption and wearing clothes that are too tight are all factors encouraging the onset of cellulite. To these can be added the nutritional habits picked up in childhood and digestive complaints responsible for inefficient elimination of the body's waste and toxins.

Like facial skin, the skin of the body can be differentiated into normal skin, dry skin and very dry skin. It is sometimes compared, when it is very dry, to "crocodile skin". The top of the back tends to be a little more oily. Some areas, such as the hands and elbows, that are constantly active and exposed (to the cold, to water, etc.) are more fragile and dryer. The skin on the legs is very often dry. When covered, it has to cope with friction from clothing. When uncovered (and the weather is hot), it is directly exposed, possibly over-exposed, to the sun, the wind and to salt water.

A hectic lifestyle in a polluted environment: your skin has it all to put up with! Moisturising isn’t enough to keep it feeling refreshed – your skin may also be suffocating. This is where the Hydra-Detox Bio Defensis range from Biotherm can help (link to product data sheet). This range of moisturising and detoxifying care products helps stimulate the natural defences of the skin. Once moisturised, your skin is in great shape – supple, more healthy-looking, and detoxified!

Anti-age care is enriched with active ingredients intended to slow down the visible results of skin aging and the appearance of new wrinkles. It is a care product enriched with active ingredients, and we generally recommend its use as from 30 years of age. From age 25 to 35, the skin needs active protection. Find out more. Cell renewal, production of collagen and elastin fibres, sebaceous and sweat gland activity begin to slow down over time. You may see wrinkles start to appear between the eyebrows, as well as expression and laugh lines that appear along the side of the nose and run to the corners of the mouth. You may experience puffiness under your eyes, or your complexion may become greyish and dull-looking. These are the precursor signs of aging, and these can be exacerbated by the stresses and ravages of modern life. How does an anti-age care product combat this process? By protecting the skin from exposure to the sun or harsh climatic conditions.

Anxiety, overwork, fatigue … it can all be read on a person's face. A lack of vitality or radiance, strained features, a pale complexion and irritated or fragile skin are all the apparent signs of stress and cutaneous fatigue. Stress: what is happening? Find out more. When we're stressed, we contract our facial muscles dozens of times each day! These muscular tensions (strained forehead, furrowed brows, rigid jaw, tight nostrils) show up in the facial expression and ultimately are scored into expression wrinkles. Under the burden of stress, the skin can appear tired, lacking vitality and radiance.

Fine and fragile, and constantly at work, the skin around the eyes has certain specific features that justify the use of specific products. They will help you to stay bright-eyed and reduce the look of dark rings that cast a shadow over your face. Around the eyes: take care, it is a fragile zone: find out more. In the first place, the skin around the eyes is finer (around one-third the thickness of the rest of the facial skin), low in sebaceous glands and practically without any protective hydrolipidic film. This makes it very vulnerable to external stresses, drying and the first signs of aging. The dermis here is also very fine, with elastin and collagen fibres forming a less dense network. Secondly, the skin around the eyes is permanently subject to a great deal of movement and tension: blinking (10,000 times a day!), changes of expression (laughter, crying, screwing up the eyes), rubbing, etc. The result? The skin here is less resistant and is the first place to get lines and wrinkles, with the skin tissue progressively growing slack and flaccid.

Anti-wrinkle skin care treats the unavoidable effects of aging on skin over time. It reinforces skin hydration leaves skin feeling firmer and smoother. The anti-aging combat from ages 35 to 50: find out more. The subtle and gradual changes that the skin undergoes lead to a loss of firmness. Expression lines deepen, laugh lines become more noticeable, and then there are the "crow's feet"! How do you combat the signs of age? By opting for anti-wrinkle products that reduce the appearance of wrinkles. For younger-looking, more beautiful skin.

Whatever SPF you use, always apply your sunscreen liberally before you go out into the sun. Make sure you put it on just before you expose your skin to the sun. Reapply it frequently and liberally in order to maintain protection, especially after swimming, perspiring or toweling. Never stay to long in the sun, even if your are using sunscreen since over-exposure to the sun is dangerous. Keep babies and young children out of direct sunlight. Keep out of the sun between 11am and 3pm. Wear protective clothing, including a hat, T-shirt and sunglasses

The Biotherm labs have combined in their sun protection products two Mexoryl® organic filters (UV absorbent) and a mineral filter (that reflects radiation)*. This « filtration system offers sun protection whatever the sun conditions, and protects efficiently against UVA/UVB rays. This new generation of anti-age Sun Care contains anti-aging active agents (for face products) and bPure Extract of Thermal Plankton™. Following exposure to the sun, do not forget to re-moisturise the skin for a more golden tan. What is a photostable organic filter? Find out more. An organic filter is said to be photostable because it does not degrade in the sun. *depending on the formula.

SPF is the abbreviation for the "solar protection factor" of the product. For example, SPF 4 signifies that the level of protection for your skin is multiplied by 4. Sun protection products slow down the tanning process but does not stop it all together, so take care. Even though the Sun Multiprotection range protects your skin from the sun, no sun protection product will allow you to remain indefinitely in the sun. What is more, make sure that you frequently re-apply! - VERY HIGH PROTECTION: SPF 50+, HIGH PROTECTION: SPF 30 and 50, - MEDIUM PROTECTION: SPF 15, 20 and 25 - LOW PROTECTION: SPF 6 and 10

Phototypes are used to classify your skin's sensitivity to the sun, in other words, the way your skin reacts to the sun’s rays. There are 5 phototypes, determined according to skin type and hair colour. If you have red hair and very fair skin, you are. * Phototype I: take care - your skin tends to burn rather than tan. If you are Phototype IV or V, you tan easily; you probably have black hair and a dark complexion. The 5 phototypes and their characteristics: find out more. o Phototype I: Always burns, never tans. You need a very high degree of sun protection. o Phototype II: Always burns, tans minimally. You also need a high degree of sun protection. o Phototype III: Burns moderately, tans gradually. You need moderate protection. o Phototype IV: Burns minimally, tans well. You need moderate or low protection. o Phototype V : Rarely burns, tans profusely. You can use low sun protection.

The sunscreen you use depends on your phototype, but also on the environment and the sun conditions of where you are. For example, the sun is more intense at high altitudes. So for example when you are on the ski slopes, you need a higher protection. The same applies in the tropics, where the ultraviolet rays are stronger. Take care, too, when you're involved in activities like sailing or windsurfing. The breeze will make your skin feel cool, meaning you are perhaps less aware of when the UV starts to burn. Moderate exposure High exposure Extreme exposure Skin that is extremely sensitive to the sun HIGH 30-40-50 VERY HIGH 50+ VERY HIGH 50+ Skin that is sensitive to the sun MEDIUM 15-20-25 HIGH 30-40-50 VERY HIGH 50+ Intermediate skin LOW 6-8-10 MEDIUM 15-20-25 HIGH 30-40-50 Fairly resistant skin LOW 6-8-10 LOW 6-8-10 MEDIUM 15-20-25 * Skin that is extremely sensitive to the sun: milky white skin, freckles, red hair, always getting sunburnt. * Skin that is sensitive to the sun: fair skin, maybe some freckles and/or strawberry blond or auburn hair, often getting sunburnt but might also get a nice tan. * Intermediate skin: fair skin that tans fairly easily, doesn't get sunburnt unless intensively exposed. * Fairly resistant skin: olive skin that tans easily and never gets sunburnt

The sun is vital for the body and for general well-being: it encourages the synthesis of vitamin D and possesses real anti-depressive qualities. However, without protection, and especially following prolonged exposure, the skin is directly subjected to the harmful effects of solar radiation. Tanning is an adaptive and defensive reaction of the skin to UVB radiation. It offers protection from sunburn but does not prevent the skin damage caused by UVA rays. UV rays are also responsible for the premature aging of the skin, or photoaging. Photoaging: find out more. Solar radiation, in particular UVA rays, cause premature aging of the skin that is manifested by the formation of wrinkles, roughness, a loss of elasticity and pigment spots. Sunlight ultimately, with age, causes atrophy of the cutaneous structures.

Moisturising, like cleansing, is essential for all types of skin. It helps maintain optimal moisture balance. How you moisturise your skin depends on your skin type, your age, the ambient climate and your lifestyle. All skin types, even oily skin, need moisturising, especially when exposed to harsh climatic conditions. The appearance and daily condition of your skin are the key factors to take into account when choosing a moisturiser. In the summer, your skin will probably feel better if you use a light emulsion. In the winter, you might need a thicker moisturising cream. If you are experiencing skin discomfort or tightness, all your skin might need is moisturising. Moisturisers must be applied to a clean skin. You should also clean and moisturise your neck, as it quickly displays the signs of aging.

When the skin is rough to the touch, lacks radiance and has apparent fine lines of dehydration, it is suffering from water loss: the skin is dehydrated. It therefore needs to be moisturised intensively in order to restore the hydrolipidic film on the surface of the skin and encourage the natural hydration mechanisms. If the skin feels uncomfortable, irritated or tight and shows traces of peeling, it is short of lipids: the skin is dry. It therefore needs to be intensively nourished, moisturised and soothed in order to get that feeling of comfort back.

All skin types, even oily skin, can get dehydrated. Take a look at your face. If, when you smile, fine dehydration lines appear, then your skin is dehydrated, and it is time to act! If, when you do not smile, you can see fine dehydration lines, then your skin is very dehydrated. It needs intensive moisturising and care! If, when you do not smile, you can see nothing in particular, your skin is properly hydrated. Keep it that way!

It is essential to prepare the skin before shaving. Wash your face in warm water using a cleanser that will soften and lift the stubble. Cleansing the skin will also get rid of dead cells that prevent the razor blade from sliding smoothly over it. This will also help protect your skin from nicks, which might become infected if the skin isn't washed clean afterwards. Generally speaking, regular "scrubs" (exfoliants) are recommended to help get rid of dead cells, invigorate the skin texture and protecet against sub-cutaneous stubble growth.

For queries relating to your order, our products or brands, making purchases through our website, deliveries or returns, or if you have any feedback or complaints please contact our Customer Care Department here

By e-mail: [email protected]

By telephone: 0800 055 6822 (Free phone number). We are available from Monday to Friday from 9:00am – 5:00pm.

By post: La Roche-Posay Customer Care Department, 255 Hammersmith Road, London, W6 8AZ

If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”). You may do this using the electronic complaint form found at: www.ec.europa.eu/odr

FAQs

Answer to common questions

Purchase option

FAQs

Answer to common questions

Why create an account?

How do I find my username / password?

How do I unsubscribe from the newsletter?

What are the estimated delivery times offered?

What is the procedure for returns and refunds?

What methods of payment are offered?

How do I use a promotional code?

How can I change or cancel my order?

What is the maximum quantity and amount that I can order?

How can I be informed about La Roche-Posay news?

Just what is the skin?

What characterises dry skin?

What characterises normal to combination skin?

What characterises oily skin?

How do I go about choosing the products that best suit my skin?

I have normal to combination skin; what products can you recommend for me?

I have dry skin; what products can you recommend for me?

I have sensitive skin; what products can you recommend for me?

What does it mean to have sensitive skin?

How to fight cellulite?

What are the factors that encourage the appearance of cellulite?

What makes the skin of the body different from the skin of the face?

What is cellulite?

How can cellulite be identified?

How do rings under the eyes come about?

How can I combat the effects of stress on my skin?

Why does skin age?

Why do we get bags under the eyes?

How can I combat the effects of pollution on my skin?

What is anti-age skincare and when should I start using it?

What effect does stress have on the skin?

Why use a specific care product for around the eyes?

What is anti-wrinkle care and when should I start using it?

Some sun protection advice

What is it that makes Biotherm product provide such efficient skin protection?

Does my self-tanner protect me from the sun?

Will a sun protection product with a high SPF prevent tanning?

What is a phototype?

Can I use Biotherm sunscreens to protect my children from the sun?

How long can I keep my sun care product once it has been opened?

How do I choose my sun protection?

What are the effects of the sun on unprotected skin?

Can I apply my usual moisturiser before putting on my sun care?

Why do I need to moisturise my skin?

How can dry skin be distinguished from dehydrated skin?

How do you know if your skin is dehydrated?

Will a sun protection product with a high spf prevent tanning?

What is the difference between sensitive skin and irritated skin?

Why do the signs of aging appear more suddenly on men?

What causes skin to dehydrate or dry up?

What is the difference between an "after-shave" and after-shave care?

Why does men's skin tend to be oily?

How can the risk of irritation when shaving be reduced?

How can I contact you with any questions?

How can I monitor my order?