Question 1

My order has been finalized, but I have yet to receive the order summary. What should I do?

Accepted Answer

It might be that the order confirmation mail did not reach you due to the e-mail being blocked by a spam-software or a typo in the e-mail address. You may check the status of your most recent order(s) by visiting our "Track order" page and entering your order number and billing postcode. This is the easiest and fastest way to get the most current information regarding your La Prairie Online orders.

Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

For time sensitive requests, such as order cancellations or address changes, please contact us.

Question 2

What should I do if I think my order may have been lost?

Accepted Answer

You may check the status of your most recent order(s) by visiting our "Track order" page and entering your order number and billing postcode. This is the easiest and fastest way to get the most current information regarding your La Prairie Online orders.

Another quick way to get the latest delivery status is to check your delivery confirmation e-mail and enter the tracking number on the UPS-website.

Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

If you suspect that your order has been lost, please contact us.

Question 3

Is it necessary to register with a La Prairie online account in order to purchase products?

Accepted Answer

Orders can be placed on laprairie.com without having registered for a personal account. However, La Prairie recommends registering due to the various benefits this provides to clients. Furthermore, placing an order via a registered account allows orders to be tracked and order history to be viewed, as well as swift future orders which will not require the re-entering of personal details.

Question 4

Am I able to change my shipping address once an order has been placed?

Accepted Answer

Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately. Kindly bear in mind that orders from La Prairie are fulfilled in a timely manner and may have already shipped.

Question 5

Am I able to cancel my order?

Accepted Answer

Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately. Kindly bear in mind that orders from La Prairie are fulfilled in a timely manner and may have already shipped.

Question 6

Is there a set limit to the number of La Prairie products I can purchase online?

Accepted Answer

You may order as much as you like, but the total number of identical articles is presently limited to three for each purchase occasion. La Prairie reserves the right to subject all orders to review prior to purchase completion.

Question 7

Am I able to change my credit card once my order has been placed?

Accepted Answer

Unfortunately, you are unable to allow changes to credit card information once an order has been placed.

Should you wish to cancel or request a refund for an order, do not hesitate to contact us.

Question 8

How can I check my La Prairie order status?

Accepted Answer

You can check the status of your most recent order(s) by visiting our "Track Order" page and entering your order number and billing postcode. This is the quickest, easiest way to access the very latest information regarding your laprairie.com orders.

You can also obtain the latest delivery status by checking your delivery confirmation email and entering the tracking number on the courier website.

If time is of the essence, for example in the case of an order cancellation or address change, please contact us directly.

Question 9

How can I alter an order that has just been placed?

Accepted Answer

Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately. Kindly bear in mind that orders from La Prairie are fulfilled in a timely manner and may have already shipped.

Question 10

Is there any way of ascertaining whether my requested order is on backorder, or will be delayed?

Accepted Answer

La Prairie consistently strives to ensure swift and efficient services, no matter where in the world you might be. While we do not foresee any delays, it does occasionally happen that demand exceeds supply, and an out-of-stock situation occurs. Should this affect your order in any way, you will be contacted by email or phone by a Client Services advisor, who will explain the issue in full.

Question 11

Is it possible to purchase products online that are no longer available in stores?

Accepted Answer

La Prairie understands how precious our products are to our clients, and how our clientele returns to favourite products over many years. As La Prarie is constantly looking to offer products which blend luxury with innovation, changes and updates to such cherished products are an inevitable part of the La Prairie approach, in order to ensure the most effective formulas. Naturally, this means that, on occasion, certain beloved products may no longer be available in La Prairie stores. As a general rule, these products will also no longer be available for purchase online, even when the timing between the stores and the online shop may differ.

Question 12

How do I place an order via the La Prairie wesbite?

Accepted Answer

You can place an order by clicking the "Add to bag" button next to any product you wish to purchase. Once you have added all the products you wish to order into your cart, click on the shopping bag icon at the top of each page to begin the checkout process. The site will guide you through each step to ensure your order arrives promptly. If you need assistance with your order, please contact us.

Question 13

My La Prairie order has not arrived. What should I do?

Accepted Answer

Your satisfaction is our utmost concern. While most parcels arrive on time, there can be the occasional delay. Very rarely, the tracking may show as "delivered" when in fact you have not received your parcel. If you believe this is the case with your order, we suggest that you:
- Check if someone else at your address has accepted it.
- Check if an attempted delivery notice has been left in your letter box.
- Use the delivery confirmation and tracking number sent by email to contact the courier.
You may also contact us to obtain confirmation of shipping or information on the shipping status.

Question 14

Am I able to track the progress of my La Prairie order?

Accepted Answer

Your can check the status of your most recent order(s) by visiting our "Track Order" page and entering your order number and billing postal code.

This is the quickest, easiest way to access the very latest information on your laprairie.com orders. You can also obtain the latest delivery status by checking your delivery confirmation email and entering the tracking number on the courier website.

If time is of the essence, for example in the case of an order cancellation or address change, please contact us directly.

Question 15

Why has my order been cancelled?

Accepted Answer

Occasionally, orders or parts of an order are cancelled by the internal La Prairie system for various reasons. La Prairie would ask you to note that some of the more usual reasons for cancellation include:

• Item(s) not available
• Inability to process payment information
• Cannot ship to address provided
• Duplicate orders placed
• Cancelled at the customer's request.

Should there be any issue with your order, you will be contacted by email or phone and one of our customer service team will explain the reason for the cancellation. Please rest assured that you will not be billed for any cancelled items. Should you have any questions regarding these issues, please do not hesitate to contact us.

Question 16

What should I do if my shipment or product arrived in a damaged state?

Accepted Answer

While we do our best to pack and ship your item with the utmost care, there may be times when an item is damaged in transit. When your order arrives, please take a few moments to inspect the carton for any damage. Kindly bear in mind that it is normal for the outer carton to show some wear. However, if an item inside your shipment is damaged, we invite you to read our Return Policy for details, or contact us directly.

Question 17

Is there a set limit to the number of La Prairie products I can purchase in one day?

Accepted Answer

You may place a maximum of three orders on laprairie.com within any 24 hour period. This is to ensure full and consistent client protection. Should you have any questions, concerns, or need for further information regarding this policy, we invite you to contact us. Please bear in mind that all orders are subject to review prior to processing and completion.

Question 18

Am I able to change my billing address ?

Accepted Answer

If you wish to make any alterations regarding a registered billing address, please be advised that personal and delivery information can be modified via your La Prairie account. Simply click on the “My La Prairie Account” icon, located in the menu at the top of the website, then on “Sign in”. Once your email address and password have been submitted and you have successfully logged in, you will be able to click on “Address Book” where information can be deleted or modified accordingly.

Question 19

If I am able to send an item to my shopping cart, does this mean the selected items are currently available?

Accepted Answer

Please be aware that products listed on our website are subject to availability. Should you order a product that is currently unavailable, you will an email notification informing you of the unavailability of the product. In such an instance, your order not be processed and you will not be charged.

Question 20

Is my order history viewable?

Accepted Answer

La Prairie keeps your order history archived for your convenience. You may access it at any time by simply clicking on the "My La Prairie Account" icon in the menu at the top of the page, signing in with your email address and password, and clicking on "Order History" in the "My Orders" section. If you are not a registered user, kindly contact us directly.

Question 21

How may I obtain assistance or advice regarding my online order?

Accepted Answer

La Prairie strives to offer a seamless ordering experience via the laprairie.com website. However, if you require additional assistance with your online order, do not hesitate to contact us at your earliest convenience.

Question 22

Am I able to change my shipping address ?

Accepted Answer

Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately. Kindly bear in mind that orders from La Prairie are fulfilled in a timely manner and may have already shipped.

If you need to make any alterations regarding a registered shipping address, please be advised that personal and delivery information can be modified via your La Prairie account. Simply click on the “My La Prairie Account” icon, located in the menu at the top of the website, then on “Sign in”. Once your email address and password have been submitted and you have successfully logged in, you will be able to click on “Address Book” where information can be deleted or modified accordingly.

Question 23

What should I do if there is an error with my received order, or if I receive the wrong products?

Accepted Answer

Please accept our apologies for any inconvenience caused by an incorrect order. We invite you to read our Return Policy for further details on how to rectify your order. If you have further questions, feel free to contact us directly.

Question 24

What is the average time taken to ship an order?

Accepted Answer

Once our team have carefully processed your order, we ship it according to your instructions. If sent via standard shipping, it will take approximately 2-4 business days depending on the destination. For delivery to remote areas, kindly bear in mind that shipping times may be longer.

Question 25

Will I receive a receipt for my online La Prairie purchase?

Accepted Answer

For every order placed on laprairie.com you will receive an order confirmation and receipt by email. Should you wish to obtain a duplicate receipt, please contact us.

Question 26

Am I able to save multiple shipping addresses on my La Prairie account?

Accepted Answer

Client convenience is paramount at La Prairie. As such, you can save multiple shipping addresses via your registered account. Simply click on the “My La Prairie Account” icon, located in the menu at the top of the website, then on “Sign in”. Once your email address and password have been submitted and you have successfully logged in, you will be able to click on “Address Book” where information can be deleted or modified accordingly.

Question 27

How long does a La Prairie online order take to process?

Accepted Answer

Orders are processed and shipped Monday - Saturday. Orders placed on Sunday will be processed the following Monday. Orders for Express Shipping will be processed the same day if received by 12:00 PM. Orders are not processed on Christmas Day or Thanksgiving Day and will be processed the following day.

Once an order is placed, those that are sent via standard shipping take approximately 2-4 business days based on the destination. Delivery to remote areas might result in a longer shipping time.

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