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FAQs

Common Questions

Quick answers to questions you may have about cont

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. confirmed (your order has been confirmed and it will be prepared for processing)
  2. Cancelled (you order has been cancelled, contact the guest relations 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 courier’s website using the parcel number)
  5. delivered (your order has been delivered to you)

WE OFFER FREE RETURNS. YOU HAVE THE RIGHT TO CANCEL YOUR PURCHASE AND RETURN ANY PURCHASED PRODUCTS (OTHER THAN UNDERWEAR, SWIMWEAR, OR PERFUME). 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 CUSTOMERS CAN 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 is 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 the 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 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 the 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 the courier company 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

Please check the size guide available on each product page

Yes, your order can be canceled within 15 minutes after placing an order.

We only process orders placed via the Lacoste online shop.

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
  4. SPLIT YOUR PAYMENT INTO 4 WITH NO INTEREST USING TABBY OR TAMARA.

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.

Moreover, we support additional security level in the form of 3d security. During the checkout process, customers with a 3d-secure credit card are asked for an authorization 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.

CASH ON DELIVERY:
CASH ON DELIVERY (“COD”) IS AVAILABLE ON ALL PRODUCTS SOLD ON LACOSTE ONLINE SHOP. THE MAXIMUM ORDER VALUE FOR CASH ON DELIVERY (COD) PAYMENT IS 5000 PKR. PAYMENT FOR COD WILL ONLY BE ACCEPTED IN THE LOCAL CURRENCY AS DISPLAYED DURING CHECKOUT.

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 recognized secure transmission ” Secure Socket Layer” (SSL), with 128 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 your login or password details with anyone.
  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.

In the basket in the ‘promo code’ section that is below the summary of your product selection 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.

We offer four delivery options: 
1. 2 hours delivery for orders in Dubai only.
2. Same day delivery
3. Next day delivery
4. Standard delivery
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.

1. 2 hour and same day delivery within Dubai city limits for orders placed before 10PM (exclusions apply).

2. Same day delivery option is available for orders placed before 1pm in Abu Dhabi Sharjah and Ajman.

3. Next day delivery option is available for orders placed before 11:59pm.

4. standard delivery between 1 to 3 business days.

5. If no one is available to accept delivery of the order, you will have the option to arrange for an alternative delivery date or be given additional information about the collection of your order from the courier company.

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.