FAQ

Frequently asked questions

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.

The progress statuses for your order are as follows:

- confirmed (your order has been confirmed and it will be prepared for processing)
- cancelled (you order has been cancelled, contact the guest relations team for more information)
- in preparation (your order has been confirmed and is currently being processed in our warehouse)
- shipped (your order has been processed and dispatched – you can track its progress on the courier's website using the parcel number)
- delivered (your order has been delivered to you)

How do I return a product purchased in the Lacoste Online Shop?

You have the right to cancel your purchase and return any purchased products (other than underwear, swimwear, and perfumes) without giving any reason. This right lasts until 14 days after the day on which you (or a person indicated by you) acquires physical possession of the products. If you order multiple products and they are delivered on different days, the period during which you can cancel your purchase without giving any reason will commence on the day after you receive the last product. However, please note that this right to refund without a reason does not extend to products customized with our polo configurator or monogrammed bags or underwear.

if you wish to exchange your products, your exchange will be treated as a return, you will be refunded in accordance with this clause and you should place a new order for the replacement products.

to exercise your right to cancel, you must inform us of your decision to cancel by contacting our customer care at service.me@lacoste.com or by phone +974 44138090 stating that you wish to exercise your right to cancel. You must submit your message before your right to cancel expires.
We will contact you to schedule the pick up of your package.
We invite you to reuse the packaging your order was shipped in to proceed with the return. Please return your articles in mint condition, without them being worn or washed. The sole of the shoes has to be clean and intact and the perfume's packaging still sealed. All of the packaging (plastic, boxes), accessories (glasses case), user manual have to be returned and product labels must be attached to the items as sold. You can contact our customer care service. In your account in the section ‘my orders & returns’ you will see the order number which the customer care agent will need to schedule a pick up from your address. You will get a refund as soon as our quality services receive and check your parcel. All items not complying with our return policy will be returned to you without refund.

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?

If you cancel your purchase in accordance with the "right of return" section above, we will reimburse to you all payments received from you, including the cost of standard delivery. If, as a result of unnecessary handling by you, the value of the goods is reduced, then we are entitled to make a deduction from the reimbursement to take into account any such reduction.

Your refund will be processed and paid no later than fourteen (14) days after we receive the returned products from you. We may withhold reimbursement until we have received the products back from you, or you have supplied evidence that you have sent the goods back (whichever is the earliest).

If you cancel before the goods are delivered, then your refund will be paid no later than fourteen (14) days after the day on which you cancelled your order.

Your refund will be paid using the same method of payment as was used by you to pay for the order.

Ordering

Get 10% OFF on your first purchase
Enter code GET10 or CROCO10 at checkout to receive discount.
Codes can be used on first purchase only and up to a maximum discount of 500 QAR
Can’t be used with other promo codes or on gift vouchers.
Selected marked/discounted products excluded from promo.

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
How can I find a product that i have seen in press/ magazines?: For all product related questions please call our guest relationships team at; - Qatar phone: +974 44138090; Alternatively, you can contact us by: - email (service.me@lacoste.com) or via contact form
What are your sale conditions?: Lacoste does not offer any price adjustments on products purchased at full price. Similarly, Lacoste does not offer any further reductions on products purchased during sale/ special offers.
Is there a minimum order value?: There is no minimum order value on the Lacoste Online Shop.
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, YOU CAN CANCEL YOUR ORDER, PLEASE CONTACT CUSTOMER CARE TEAM FOR FURTHER ASSISTANCE.
Can I change my order once it has been confirmed?: For all product related questions please call our guest relationships team at; - Qatar phone: +974 44138090; Alternatively, you can contact us by: - email (service.me@lacoste.com) or via contact form
Can I place an order by e-mail, post or fax?: We only process orders placed via the Lacoste online shop.

Payment

How can I pay for my order?: THE FOLLOWING METHODS OF PAYMENT ARE AVAILABLE AT THE LACOSTE ONLINE SHOP:; 1. CREDIT CARD : VISA, MASTERCARD, AMERICAN EXPRESS. (ONLY FOR CARDS ISSUED FROM BANKS IN GCC REGION); 2. CASH ON DELIVERY (“COD”); 3. PROMO CODE / CREDIT NOTE; 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 do I use a promo code / credit note?: In the basket in ‘promo code’ section that is below the summary of your product selectiom enter your promo code/ credit note. The promo code/ credit note 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

Lacoste’s shipping partner: We work with multiple carriers depending on your location we choose the best option for you.

What are the delivery options?

We offer

- Standard delivery. Orders take up to 2-4 days

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?

Qatar: orders placed with the lacoste online shop https://www.lacoste.qa/ may be delivered to qatar only.

How much does delivery cost?

Standard Delivery : Free

How long does delivery take?

Standard Delivery

allow 2-4 days for the order to be delivered.However, for some remote areas it might take up to 7 days for your order to be delivered. You will receive an e-mail confirming that your order has been dispatched.

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 a link to track the progress of the delivery of your order.

Is a signature required upon delivery?

For the security reasons all orders require a signature from an adult upon delivery along with the government issues id card.. Please be aware that the courier company might refuse the delivery if your id is not presented. We want to make sure that our product are secure and delivered safely to you.

What happens if I am not there when it is delivered?

Before the delivery attempt you will receive a phone call from a courier company in order to schedule the delivery. If you miss a call you will receive another, up to 3 calls. If you schedule a delivery, however for some reason you will not be available to collect your parcel, we will schedule another, second delivery (you will receive a prior phone call. If you miss two delivery attempts the courier will return the product to our warehouse.

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 a tracking link in your order in my account/my orders.

The possible progress statuses for your order are as follows:

- confirmed (your order has been confirmed and it will be prepared for processing)
- cancelled (you order has been cancelled, contact the guest relations team for more information)
- in preparation (your order has been confirmed and is currently being processed in our warehouse)
- shipped (your order has been processed and dispatched – you can track its progress on the carrier's website using the parcel number)
- delivered (your order has been delivered to you)

How do I return a product purchased in the Lacoste Online Shop?

if you wish to exchange your products, your exchange will be treated as a return, you will be refunded in accordance with this clause and you should place a new order for the replacement products.

to exercise your right to cancel, you must inform us of your decision to cancel by contacting our customer care at service.me@lacoste.com or by phone +974 44138090 stating that you wish to exercise your right to cancel. You must submit your message before your right to cancel expires.

We will contact you to schedule the pick up of your package.

We invite you to reuse the packaging your order was shipped in to proceed with the return. Please return your articles in mint condition, without them being worn or washed. The sole of the shoes has to be clean and intact and the perfume's packaging still sealed. All of the packaging (plastic, boxes), accessories (glasses case), user manual have to be returned and product labels must be attached to the items as sold. You can contact our customer care service. In your account in the section ‘my orders & returns’ you will see the order number which the customer care agent will need to schedule a pick up from your address. You will get a refund as soon as our quality services receive and check your parcel. All items not complying with our return policy will be returned to you without refund.

Is it possible to return a product that has not been ordered from the Lacoste Online Shop?

We only accept products that have been purchased from the Lacoste Online Shop. Any product returned in error will be destroyed within 10 days unless you contact us to get it back. We 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.

Is it possible to return a product to a Lacoste boutique or a department store?

Yes, it is possible to return products purchased from the lacoste online shop to a lacoste boutique or a department store. PLEASE FOLLOW THE "HOW DO I RETURN A PRODUCT PURCHASED IN THE LACOSTE ONLINE SHOP?" INSTRUCTIONS.

How long do I have to return a product?

You have the right to cancel your purchase by returning any purchased products. This right lasts until fourteen (14) days from the day on which you (or a person indicated by you) acquires physical possession of the products.

How much does it cost to return a product?

ALL RETURNS ARE FREE OF CHARGE.

How will I be credited after the product is returned?

- when a product is returned to us, we treat the refund directly through the payment method used for placing the order.
- if you paid by credit card, the value of the products returned will be credited to your card.
- IF YOU PAID BY CASH ON DELIVERY, THE VALUE OF THE PRODUCTS RETURNED WILL BE CREDITED IN THE FORM OF ECREDIT NOTE. YOU WILL NOT INCUR ANY FEES AS A RESULT OF SUCH REIMBURSEMENT. THE ECREDIT NOTE WILL BE VALID FOR 180 DAYS FROM THE DATE ECREDIT NOTE WAS ISSUED.

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.

However, in some instances the refund of prepaid orders might take up to 30 days.

What should I do if I receive a damaged or faulty product?

If a product purchased from the Lacoste Online Shop does not meet Lacoste Quality Standards, you have the right to make a claim during the period of the legal guarantee. We kindly ask you to provide us with clear pictures of the product. For textile: full length of the product and detailed close up of the issue. For the shoes: above and soles and detailed close up of the issue.

Please send your detailed email explaining the encountered issue to our customer service by e-mail : service.me@lacoste.com

Is it possible to exchange a product?

YES, IT IS POSSIBLE TO EXCHANGE A PRODUCT in one of lacoste boutiques or shops. kindly call customer care +974 44138090 to advise you on your exchange item.

Where will be order be dispatched from?

From the lacoste online shop warehouses within the respective country.

My Account

Why should I create an account?

The benefits of creating an account with the Lacoste Online Shop are as follows:

- Save your personal information for quick and easy ordering
- Create a wish list of your favourite products which you can share with friends and family
- Receive special offers from the Lacoste Online Shop
- Receive invitations to exclusive events
- Retain your order history
- Save all your delivery information

What should I do if I forget my password?

If you have forgotten your password, you can use ‘forgot your password’ Functionality to reset your password

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:

- 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.

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

What are the technical settings required to use the Lacoste Online Shop?

- 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).
- 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 guest realtions team is here to help you 7 days a week from 10am to 10pm. You can contact us by email : service.me@lacoste.com

For questions relating to the lacoste brand and its activities, please go to our lacoste website and use the contact form.