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.au.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 visit www.au.lorealpartnershop.com  where, once you have selected your region, you will see the log-In page. Before you can access your account, you will need to create a password.

To do this:

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

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

3. An e-mail will automatically be sent to the email address connected to your account with a link allowing you to create a new password. Your new password will need to be at least 8 characters and MUST contain at least one capital letter, one number and one special character.

4. Once your password has been set, you can return to the login page and access your account by entering your ‘L’Oréal customer ID in the login field and your new password in the password field. If you are unsure what your L’Oréal customer ID is, it can be found in the top right corner of your invoices or ask your Sales Representative.

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

2. Enter your account number 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 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 (ANZ) Limited. If you have any questions or concerns about your personal data, please contact us at email.

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 1300 651 141 or by email

3. Contact your Sales Representative.

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 Sales Representative or the Customer Care team on 1300 651 141, 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.

To change any personal details such as your address, name, or phone number, you will need to contact your Sales Representative or the Customer Care team on 1300 651 141, by email, or by filling out our contact form.

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 account number 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.

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 1300 651 141, by email, or by filling out our contact form.

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.

No, there is no Minimum Order Value.

No, GST is always applied at the end of any transaction, you can see total GST value on your invoice as well as in the basket when you check out. This will be charged at your usual GST rate, currently 10% for all AUS customers.

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..

 

Loreal payment portal is available to make a payment. open 24 hours a day, 7 days a week.

This accepts all major credit cards including American Express (Charges Apply).

It will take up to 1 working day for payment to show on your account (within standard settlement time frames).

You can access the portal through here.

 

Call: 1300 651 141