How May We Assist You?

We've gathered a comprehensive directory of our most frequently asked questions, just for you. If you can't find the answer you are looking for, go to our email submission form at the bottom of the page to contact us directly.

How can I track my order?
To track your order, please fill out the information requested HERE . The tracking number can be found in your shipping confirmation email or it can also be accessed via the Order History section for La Roche-Posay registered members. If you have questions about your order, please call us at 1-800-560-1803 or email us and we will be happy to assist you.
When will I get an order confirmation number?
You will be shown an order confirmation number on the last page of checkout after you have submitted payment. You will also receive a confirmation email to the email address provided at checkout within 48 hours of order submission.
Can I use a foreign credit card?
Laroche-posay.us ships via UPS to US addresses only. We do not accept international credit cards or international shipping and billing addresses. We apologize for the inconvenience.
What are La Roche-Posay’s shipping methods?
La Roche-Posay ships via UPS to US addresses only. We cannot accept international shipping/ billing addresses. Orders shipping to Alaska, Hawaii, Puerto Rico or a U.S. Territory must ship via 2nd Day Air. La Roche-Posay does not ship to Guam. At this time, La Roche-Posay does not ship to APO/FPO, P.O. Boxes. La Roche-Posay is not able to ship to P.O. Boxes within a U.S. Territory. Orders containing Hazardous Materials ship via UPS Ground and cannot ship to APO/FPO or P.O. boxes. The following La Roche-Posay product(s) contain Hazardous Materials: Anthelios 60 Ultra Light Sunscreen Lotion Spray, Anthelios 45 Body Ultra Light Sunscreen Fluid, Anthelios 60 Ultra Light Sunscreen Fluid, Anthelios 60 Ultra Light Sunscreen Fluid Sample, Effaclar Serum, Thermal Spring Water (150g), Serozinc.
How is sales tax charged?
All orders shipped from laroche-posay.us will be subject to sales tax, applicable in accordance with the tax code of the state and city to which the order will be shipped.
What are La Roche-Posay’s shipping rates?
1. Standard Shipping Charges - UPS Ground
  • Orders under $50 = $6.00 shipping charge
  • Orders between $50 and $150 = $7.00 shipping charge
  • Orders over $150 = $8.00 shipping charge

2. UPS Next Day, 2nd Day Shipping
  • Next Day Air is a $25.00 flat rate (contiguous US), regardless of $ amount of order (1-2 business days)
  • 2nd Day Air is a $15.00 flat rate, regardless of $ amount of order (2-3 business days)
Where Can I Buy La Roche-Posay Products?
Please visit our store and physician locator to locate a retail location or dispensing physician near you.
How do I return or exchange an order?
Customer Returns:

Please note due to COVID-19, our normal 30 day return policy will be extended to 60 days if for some reason you are not satisfied with your La Roche-Posay order. We cannot process exchanges at this time.
  • To initiate your return, please visit the Order section of My Account and select ‘Start Return’ next to the order you wish to return.
  • If you do not have an Account, please enter your Order Number, Email Address, and Zip Code (billing or shipping) associated with the order you wish to return here.
  • Print your return label, pack the item(s) to be returned, along with the Return Form attached to the bottom of your invoice, in the original package if possible.

Refunds will be issued within 30 days in the form of credit to the credit card that was used in the original purchase.

Items purchased in any location other than www.laroche-posay.us must be returned to their original point of purchase.

I can’t remember my password, how can I get it?
If you know your email, simply click here to receive an email to reset your password.
How can I unsubscribe from email/stop getting emails?
Log in to your La Roche-Posay membership here and click on the ‘My Account’ link. If you are opted in to receive email, the email opt-in box will be checked. Simply uncheck that box and click the ‘Save Changes’ button and you will be unsubscribed from email.
How can I update my billing address?
If you are a consumer, log in to your La Roche-Posay account profile here and click on the ‘Address Book’ link. The billing address on file will populate the form on this page. Make any changes necessary and click on the ‘Save Changes’ button and your new information will be saved.

Physicians can not change/modify billing or shipping addresses online. Please call your company representative to request this change or click here to send an email.
I have questions about a specific ingredient, who can I contact?
Please contact Consumer Affairs at lrp@us.loreal.com or call 1-800-560-1803 and select prompt #2.
Are you a GetEffaclar.com customer?
Effective October 4th, GetEffaclar.com will no longer be active. You will get an email to re-subscribe to your Effaclar Acne System on LaRoche-Posay.us. If you have any questions, please call: 1-800-560-1803.
How do I manage my Auto-Replenishment service?
Please visit our Auto-Replenishment Service Page
What about Animal Testing?
La Roche-Posay does not test any of its products or any of its ingredients on animals, anywhere in the world nor does La Roche-Posay delegate this task to others. The only possible exception is if regulatory authorities required it for safety or regulatory purposes. To learn more about animal testing please click here.

REPLENISH & SAVE PROGRAM

What is Replenish & Save Program?
La Roche-Posay Replenish & Save Program is a convenient way for you to get the skin care products you want delivered on a regular schedule. We automatically send your favorite skin care products over $14.99 to you based upon your chosen frequency. The service is easy to use and customizable, you can update your orders at any time in your account on La Roche-Posay.us. As a member of the La Roche-Posay Replenish & Save Program, you will receive 10% off every order and 15% off your 3rd order.

You always have complete control over your La Roche-Posay Replenish & Save Program orders. You will receive an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime by visiting the Replenish& Save section of your La Roche-Posay.us account. Changes to orders can be made any time before the next scheduled shipment date and you can cancel at any time.
How do I join Replenish & Save Program?
Joining La Roche-Posay Replenish & Save Program is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To get started, simply select the Replenish & Save option for next to your desired skin care product, select your preferred shipment frequency and then check out as normal.
What will happen after I join Replenish & Save Program?
After you join La Roche-Posay Replenish & Save Program, you will receive an email confirming your replenishment order. This email will include a link to access the Replenish & Save section in your account where you can manage your future orders, replenishment products and account information such as billing and address details.

We will place your Replenish & Save orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each replenishment order. You will also receive email notifications regarding other important information related to your Replenish & Save account, such as if your item is discontinued or out of stock, if you cancel your replenishment, and confirmation when an order is placed successfully.
How do I make changes to my Replenish & Save order?
You can change your Replenish & Save Program next order date, skip an order, change your selected frequency, or cancel a replenishment order by visiting the Replenish & Save section in your account on La Roche-Posay.us. Please allow up to 24 hours for modifications or cancellations to be processed.

Change an order date:
To change your next order date, please visit the Replenish & Save section within your account and click the Change Date button to the right of the next shipment date then select a new date for your order. This will change the order date for the entire Subscription order.

Skip a delivery: To skip a Replenish & Save order, please visit the Subscription section within your account and click the Skip Order button to the right of the upcoming order date to skip the entire order.

Change shipment frequency:
To modify the delivery frequency for a replenishment item, please visit the Replenish & Save section within your account. The current delivery frequency is displayed next to each replenishment item in a dropdown menu next to “every”. To change the delivery frequency for an individual replenishment item, simply click the frequency dropdown next to the item you would like to modify and select your next desired frequency from the dropdown menu.

Send an order now:
To send a Replenish & Save order now, please visit the Replenish & Save section within your account and click the Send Now button to the right of the upcoming order date to send the entire order.

Cancel Replenishment item:
To cancel a replenishment item, please visit the Replenish & Save section within your account and click the “Cancel” link to the right of the item you wish to cancel. You’ll be prompted to confirm this action and indicate your reason for cancelling. Once you’ve selected a cancel reason and clicked the Stop button, your replenishment will be cancelled and no future orders will be placed. You will receive an email notification confirming this action. Please allow up to 24 hours for any modifications or cancellations to be processed.
How do I make changes to my Replenish & Save account information?
To review or modify your Replenish & Save account information, visit Replenish & Save section in your account on La Roche-Posay.us.

To change your shipping address for an order, click the Edit link located directly below the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all Replenish & Save Program and future orders unless otherwise noted.

To change your billing address for an order, click the Edit link located directly below the current billing information. This will open a new page where you can add new payment information. This billing information will apply to all Replenish & Save Program and future orders.

Please remember to press OK and verify that your updated information saved successfully. Please allow up to 24 hours for any modifications or cancellations to be processed.
How do I review my future deliveries?
Your very next scheduled orders will be listed in the Replenish & Save section in your account on La Roche-Posay.us
How do I combine items to be in the same order?
Replenishment items that have the same order date, shipping address, billing address and payment method will ship as one order. If you have more than one replenishment item and want the items to ship in the same order, simply visit Replenish & Save section of your account and change the next order dates to be the same. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method.
Can I add items to my next order with an existing Replenish & Save Program order?
Yes. To do so, you must be logged into your La Roche-Posay.us account. Visit the skin care product page you wish to add to your order and find the “Add this to my order on:” button. When you click this button, you will have the option to add the item as one time only or as a replenishment item.
Can I add items to my next order with an existing Replenish & Save Program order?
Yes. To do so, you must be logged into your La Roche-Posay.us account. Visit the skin care product page you wish to add to your order and find the “Add this to my order on:” button. When you click this button, you will have the option to add the item as one time only or as a replenishment item.
What types of payment are accepted for Replenish & Save Program?
All Replenish & Save orders require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted at this time.

LA ROCHE-POSAY PREFERRED REWARDS

Join La Roche-Posay Preferred Rewards Program to enjoy exclusive offers, early access to seasonal promotions, and so much more! To join, simply sign up HERE. To learn more visit our Rewards Page.

What is the Preferred Rewards Program?
Preferred Rewards is the La Roche-Posay loyalty program where members enjoy exclusive offers, early access to promotions, and so much more! To join, simply sign up HERE.
How does the Preferred Rewards Program work?

Your member account is activated the day you enroll in Preferred Rewards and lasts through the end of the current calendar year.

Once you’ve enrolled, you can earn rewards by completing purchases at larooche-posay.us. Rewards will only be redeemed on authorized purchases at laroche-posay.us and do not apply with other retailers.

For the best experience, create an account to view your order history and loyalty program status.

If you already have an account, remember to log in each time you place an order to ensure your order history will continue to be tracked.

Preferred Rewards are considered "promotional codes.” As such, Preferred Rewards have terms and conditions and certain restrictions apply for laroche-posay.us. Not valid at other retailers. For full terms and conditions, please review the disclaimer within your rewards email.

How do I earn rewards?

Customers will earn rewards based on their annual spend on laroche-posay.us.

Level 1: Friend Status is given to customers who have purchased up to 2 orders per calendar year
Level 2: Insider Status is given to customers who have purchased 3 or more orders per calendar year

For more information on available rewards, please visit the rewards page or login to your account HERE to view your status.

When will I receive my rewards?

Rewards will be sent to the customer via email, and frequency will vary based on the reward. For birthday rewards, customers will receive an email around the time of their birthday. Please be sure to update your birthday information in your account profile HERE.

For level up gifts, the email will be sent the day after customers qualify with their third purchase. For other gifts and rewards, emails will be sent quarterly and monthly. For exclusive promotions, emails will be sent at the time the promotions occur.

How will I receive my Preferred Rewards?

You will receive an e-mail notification once you have a reward available.

You can also log in to your account to view your level status.

When does my membership status expire?

Your Preferred Rewards expire on the dates indicated in the disclaimer with the offer.

Your membership status expires on the last day of the next calendar year.

Can I track my Preferred Rewards account online?
Yes! Log in to your account to check your status and available rewards.
How do I update my account information?
Log in to My Account and update your information at any time. If you do not have an account you can create one HERE.

EMAIL

Please feel free to contact us by email, using the Contact Us form below.

CALL

Customers call our toll-free customer service number:
1-800-560-1803
Operation Hours:
Mon-Fri 9am-7pm EST



Contact Us

For U.S. consumers only

For questions about your order, please contact a La Roche-Posay Customer Representative at
1-800-560-1803.

Operation Hours:
Mon-Fri 9am-7pm EST

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