Frequently asked questions

Care instructions can be found on the product description page and on the labels attached inside the product. We recommend following these instructions carefully.

Please note that products damaged due to improper care will not be considered defective and will not be eligible for a return.

Due to fluctuating retail warehouse constraints, not all items found online are available in all styles, sizes and colors in our retail stores. The general collection may vary but typically our online selection will have the largest assortment.

At this time, we do not offer a customization option.

You will only receive our newsletters if you have subscribed for it.

If you no longer wish to receive our newsletter, please use the unsubscribe link found at the bottom of the newsletter. This will not affect your account.

For security purposes, we encourage all of our customers to create a Lacoste online account. Here are some of the benefits of creating an account:

1. Your personal information is saved for quick and easy ordering each time you use the site.
2. Your personal information is protected with a password, and it is ensured that no one else has access to these details.
3. You will be able to receive information regarding your order.
4. You will be able to check the status of a current order, review past orders, and track your order progress up to the minute it arrives.
 

Refunds will be credited to the original form of payment. Allow 2 weeks from the shipping date for your account to be credited and 1-2 billing cycles for the refund to appear on your credit card statement. All items not complying with our return policy will be returned to you without refund.

We will gladly accept returns of unworn merchandise in saleable condition with all pages of the original packing slip within 30 days of delivery.Merchandise must be unworn, with hang tags attached, and accompanied by all the pages of the original packing slip. Shoes must be sent back in the original shoe box. Underwear, personalized items, fragrances, and shipping charges are considered FINAL SALE and may not be exchanged or returned.

To return any product(s), please use the return label included in your parcel. We advise that you keep the parcel your order was shipped in and affix the return label over the existing shipping label. NOTE: We do not recommend you using your own shipping label.Take the package to any Canada Post® location near you. To find your closest Canada Post location visit https://www.canadapost.ca and select Find a Post Office.

Refunds will be credited to the original form of payment. Allow 2 weeks from the shipping date for your account to be credited and 1-2 billing cycles for the refund to appear on your credit card statement. All items that do not comply with our policy will be returned to you without refund.

Price adjustments are available on purchases made within 10 days of a markdown, except for transactions made with Klarna due to a technical limitation. If you qualify for a price adjustment, please contact our customer service team.

If you used Klarna as a payment method, we kindly ask that you return the product and repurchase it at the new price. We apologize for any inconvenience this may cause. 

We will gladly accept returns of unworn merchandise in saleable condition with all pages of the original packing slip within 30 days of delivery.

Merchandise must be unworn, with hang tags attached, and accompanied by all the pages of the original packing slip. Shoes must be sent back in the original shoe box. Underwear, personalized items, fragrances, and shipping charges are considered FINAL SALE and may not be exchanged or returned.

To return any product(s), please use the return label included in your parcel. We advise that you keep the parcel your order was shipped in and affix the return label over the existing shipping label. NOTE: We do not recommend you using your own shipping label.Take the package to any Canada Post® location near you. To find your closest Canada Post location visit https://www.canadapost.ca and select Find a Post Office.

Refunds will be credited to the original form of payment. Allow 2 weeks from the shipping date for your account to be credited and 1-2 billing cycles for the refund to appear on your credit card statement. All items that do not comply with our policy will be returned to you without refund.

At this time, the Lacoste online shop does not accept online exchange requests. Please process your return and place a new order.

You can also take your Lacoste.com order to a store near you for a refund* or an exchange for in-store merchandise.

If you received your product as a gift, see “returning a gift”. To find a lacoste store near you, please click here.

*Please be advised that sale items cannot be returned at our boutiques or outlets. 

All returns are free of charge. Simply use the pre-paid return label included with your order. We cannot accept self addressed shipments.


 

When a package goes missing, our Customer Service team will initiate a claim with the carrier on your behalf. The investigation process typically takes 10-12 business days after filing. The advisor who filed the claim will follow up via email with any updates. 

1. You may chat with us during our hours of operation (9am-6pm), simply click on the chat icon located on most pages. 
2. You may also reach us via e-mail using this form: Contact Us
3. To reach our Customer Service Department by phone: 1-800-4-LACOSTE (1-800-452-2678) opt. 4. 

We recommend that you click on the My Account icon and log in to your account, if you have created one, to follow the progress of your order.

If you have checked out as a Guest, you may visit the Guest Order Search and follow all prompts. 

The Lacoste website is happy to offer free standard shipping on all orders with no required minimum. Please see our shipping options below:

Ground shipping is complementary (1-10 business days), and express shipping (1-3 business days) costs $20.

Returns are free.

 

Orders placed on our lacoste website may be delivered within Canada. Lacoste does not deliver to international addresses.

 

Lacoste.com/ca offers two shipping options. Shipping charges will be based on the method of shipment you choose. Currently, we offer free returns. Simply use the pre-paid return label included with your order. We cannot accept self addressed shipments.

Orders are processed Monday through Friday. Saturday shipping service is not available at this time.

You will receive a shipment confirmation e-mail, as well as your package’s tracking number when your order is shipped.

We do not charge your credit card for any items until your item has shipped. As soon as your order ships, we will send you a confirmation via e-mail, with your shipment details and the amount charged.

Shipping times are calculated from the day the order is shipped. In most cases, items ordered before 1pm Pacific Standard Time will ship the same day.

 

All fragrance orders will be shipped ground due to air transport restrictions and regulations.

 

Your order will ship from the Lacoste warehouse located in Montreal.

 

Once your order has been shipped you will receive a shipment confirmation e-mail. This e-mail will contain tracking details which will enable you to follow the progress of the delivery of your order.

 

Lacoste online customers may choose from two shipping methods. below please find the estimated in-transit time based on the shipping address location. please note that all times below are estimates and are in addition to processing time and begin once the order has successfully shipped from our montreal, qc warehouse.


GROUND


EXPRESS SHIPPING

We only process orders placed via the Lacoste online shop. We thank you for your understanding.

 

After placing your order, you have up to 15 minutes to cancel or make modifications. For immediate assistance, please contact our Customer Service department by phone at 1-800-4-LACOSTE (1-800-452-2678), and choose option 4. 
 

You can enter a promo code by clicking “promo code(+)” on your cart page. Please enter your promotional code in the “promo code” field and click “apply.” The promotional code and the corresponding discount will appear in your cart. Only one promotional code can be used per order.

Please note: Promo codes, unless otherwise specified, are one time use only and cannot be reactivated once used. In the event of a return, you will be refunded for the amount paid after the promotion on the returned item. 

Orders placed after 1PM EST will be processed the following business day.

If you have placed your order while logged into your account (by creating an account or logging on to your existing account) you will find your order under “my account/my orders”. Your order will have one of the two status updates listed below:

1. Being processed - your order has been confirmed and is currently being processed in our warehouse

2. Shipped - your order has been processed and shipped – you can track its progress on http://www.canadapost.ca using the parcel number

 

The following methods of payment are available and accepted at the lacoste online shop:
1. Creditcard : visa, mastercard, american express
2. Debit card: visa ormastercard
3. Paypal

You will not be charged until your order has been shipped. Your details are transmitted in encrypted form using the secure transmission "secure socket layer" (ssl), with 128 bit encryption, to protect your credit / debit card information and ensure that your information cannot be intercepted by third parties.

Paypal:
paypal is a secure online account that stores and safeguards your bank, credit or debit card details, and allows you to pay or get paid safely and easily without sharing any of your financial information.

1. After choosingpaypal as the payment method in the check-out area and after clicking on "payment button" you will be directed to the paypal web site where you can pay your order.
2. After processing your payment you will be led back to thelacoste site where you can finalize your order.
3. You will receive a payment e-mail confirmation frompaypal and an order e-mail confirmation from the lacoste online shop

 

The security of your data is very important to us. As a lacoste.com/ca customer, you can make your purchases with confidence.

All personal data is encrypted on our site before 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 third parties. To prevent unauthorized access to your account and to ensure your personal data remains secure, please do not share with anyone your login or password details with anyone.
 

Gift cards cannot be redeemed online at the moment. You are welcome to redeem your lacoste gift card at any of our canadian retail stores. To find a lacoste store near you, please click here

 

International credit cards from most countries can be used for payment on the Lacoste Canada website. However, please note orders may only be shipped within Canada.

 

Lacoste offers you the option to have your item packaged in a lacoste gift box for $2. (this service is not available for shoes, fragrance and watches).

Please follow the instructions below: 1. After adding the items to your shopping bag, click the green "checkout" button near the top-right corner of the page to review your order. 2. A grey order summary box will appear, select "add a gift box". Once you select this option you will also be able to add a gift message up to 64 characters long. 2 dollars will be added to your shipping fees 3. Once you have proceeded to checkout, specify the name and shipping address* of the recipient and click the green "continue" button. Pricing will not be communicated to the recipient of your gift.

We recommend that you notify the gift recipient to expect a package fromlacoste.
 

Lacoste charges applicable federal, provincial and harmonized sales tax charged based on the shipping address associated with each order. The appropriate amount will be added to your total order. Your estimated tax charges will appear on the checkout page before you place an order.