Frequently Asked Questions
How do I place an order?
Choose the product(s) you would like to order by selecting the correct size and clicking 'Add to Cart'. When you have finished adding items to your bag, proceed to the checkout and use one of the relevant checkout options. Returning Customers: Log into your account using your email address and password. New Customers: Register yourself by entering your email address and a password of your choice. Simply follow the instructions to complete your secure online payment. If you are experiencing problems whilst trying to place an order with us then please contact our Customer Service team for assistance.
What delivery options do you offer?
We offer standard delivery via courier partner which can take 2 - 4 working days. All our deliveries are made through Monday to Saturday. Please note that geographical restrictions apply to some of our delivery options.
Can I track my order online?
To track your order, view recent orders and see your order history. Log in to our website and click on 'my account' at the top of the page. Click on the link 'view recent orders'. This will show you your order history. Select order you wish to view. If you have received a dispatch of order email then please copy your tracking number and track you order on the courier’s website. Unfortunately, we are unable to specify a day or time for delivery. If you are not home when we attempt to deliver, the courier will re-attempt delivery and will call you to arrange a more convenient day for delivery.
I've received my order, but it's not suitable. How do I exchange it?
Yves Rocher is dedicated to offering the highest levels of quality and service. We will be happy to exchange any item(s) that you are not completely satisfied with, as long as they are returned in an unused condition in their original packaging, within 14 days of receipt with proof of purchase. Our customer service team can guide you more.
I can’t log on to my account, what should I do?
If you have an existing account with us and have forgotten your password please click the 'sign in / register' link at the top of the page. Under 'Sign in to your account' please enter your email address click the 'forgotten your password?' link. We will then send you an email with instructions to reset your password.
If you don't receive your password reset email within 1 hour please check your spam folder. If the email is not in your spam folder please request another one.
How can I update my personal information?
To update or change your personal information please log-in to Yves Rocher’s website using the 'sign in / register' link at the top of the page. If you are already signed in please click the 'my account' link at the top of the page. Then select 'my details and contact preferences'. From this section you may view and amend your details including choosing how you would like us to contact you.
Can I change my payment information?
Once an order has been placed, payment information can be changed. By default we do not store any payment information on our systems. If you have opted to save your card details while placing an order with us you may view or remove these details by clicking the 'my account' link at the top of the page and then selecting 'payment card details'.
Can I change my delivery address?
You may update your Yves Rocher address book by clicking the 'my account' link at the top of the page and selecting 'address book', from here you can add, remove and amend your addresses. If you have already placed an order changes made in this area will not alter the delivery details. Once an order has been placed it is often not possible for us to change the delivery address. We are happy however to look at this on a case by case basis and if possible we are happy to update delivery details for you. Please contact our Customer Care for more assistance.
I have forgotten my password. What should I do?
If you have an existing account with us and have forgotten your password please click the 'sign in / register' link at the top of the page. Under 'Sign in to your account' please enter your email address click the 'forgotten your password?' link. We will then send you an email with instructions to reset your password. If you don't receive your password reset email within 1 hour please check your spam folder. If the email is not in your spam folder please request another one.
When I place an order, how long does delivery take?
Standard delivery orders are delivered within 2 - 4 working days via courier in normal conditions.
I've placed an order and would like to know what couriers you use?
We work with multiple courier partners, and may depend on your geographical location, from which the order may be sent.
Can I gift wrap my order?
Yes. You can select the gift wrap option on the checkout page or ask our customer services team after placing the order.
How can I pay?
You can opt for Cash on Delivery or use credit or debit cards. We accept Visa and Master card. However you decide to pay, the price of your order stays the same. So simply choose whichever is most convenient for you. We also accept most major international credit cards.
What do I do if I receive items which are faulty?
We do have measures in place to ensure we offer the highest level of quality across all of our products, but in case if you feel you have purchased a faulty product, you can contact our Customer Services team for help.
How do I know if my online order has been successful?
An automated email is generated as soon as an order is successfully placed. Please check that all the information is correct on this confirmation email. Sometimes this email can land in “Junk” or “Spam” folder of email.
Where do you deliver?
We offer delivery service in most of the cities/districts of Pakistan.
Why has my order been cancelled?
If you haven't requested the cancellation of your order, you may contact our customer services team for help.
How do I find out about upcoming promotions?
We'd be delighted to tell you all about our upcoming promotions and exciting events, and if you would like regular updates, please follow our social media pages.
How can I remove my details from your mailing list?
Once you've logged in, please click on the 'sign in' link at the top of the website. From here you'll see the 'personal details & contact preferences' section, which will have a tick next to the email opt-ins you currently receive. Simply click on the boxes with a tick to remove, and you'll no longer receive our emails.
Alternatively, you can click on the 'unsubscribe' link at the bottom of all our marketing emails.
What are cookies and how do they affect me?
This site uses both session cookies', which disappear as soon as you close your browser, and permanent cookies', which are kept on your computer. Neither of these types of cookie stores or gathers any personal information about you.
How can I find information about my local store?
Visit our store locator for information on your local store, including facilities, location and opening hours. If you wish to find out if your local store has an item in stock, please contact the store directly.
Does my local store have a particular item in stock?
You can use our Store Finder to look up your local store and call them before you visit to check if they have the products you are looking for.
Can I pay securely on the www.yves-rocher.pk site?
Yes, all the information relating to your order, and in particular your online payment transactions by bank card, are completely secure. You can shop safely online.