Frequently Asked Questions

What are the eligibility parameters for BA Allocation?

BAs must have been in employment for 3 months by their brand qualifying window date to receive BA Allocation.

If a BA has handed in their notice prior to their brand Allocation window opening, they will not be eligible to receive any BA Allocation.

• Employees who are off sick or on maternity/parental leave are eligible to receive BA Allocation.
• Store paid BAs are eligible to receive BA Allocation.
• Employees who are on sabbatical leave, income protection or who have resigned are not eligible to receive BA Allocation.

Will BAs have to pay tax on any Allocation products?

Yes. L’Oréal Luxe Allocation made to BAs will be a taxable benefit.

Why are no historical moneys ‘owed’ from previous Allocation windows not added to BAs’ balances this time?

As we are operating on a brand-new site, NO historic balance will be carried over from previous windows due to platform compatibility. All BAs will receive their standardised allowance for 2024.

BAs have no contractual entitlement to any product allocation and the Company may cease to provide product allocation, alter the type of product, or alter the frequency at which such product allocation is provided, at any time.

What do I do if I have forgotten my password?

1. Click on ‘Forgot your password?’ (below the password field).

2. An e-mail will automatically be sent to the email address we have on file for you, which will include a link prompting you to create a new password. Your new password MUST contain 8 characters including at least one capital letter, one number and one special character.

How do I log in?

Visit luxeallocations.loreal.co.uk where you will then enter your email address and reset your password.

To do this:

1. Click on ‘Forgot your password?’ (below the password field).

2. An e-mail will automatically be sent to the email address we have on file for you, which will include a link prompting you to create a new password. Your new password MUST contain 8 characters including at least one capital letter, one number and one special character.

3. Once your password has been set, you can return to the login page and access your account by entering your personal email in the login field and your new password in the password field.

How do I log out completely?

At the top of your screen, you will see a navigation bar with a number of options for you to choose from. Click on the icon ‘My Account’, then scroll down and click ‘Log out’.

I still can't find an answer – How do I contact L’Oréal?

If you have a question that is not answered by the FAQs or within the product descriptions, then please feel free to fill out the form on our Contact us page.

How many times a year do BAs receive an allocation?

Twice. Once in H1 and once in H2.

Am I able to order products from all L’Oréal Luxe brands?

L’Oréal Luxe Allocation is designed provide products to support a BA in being an ambassador for the brand(s) they work on and to support their customer experience journey in store.

This gives you the opportunity to expand your brand collection, re-stock on your favourites and try new items with the view to being brand ambassadors every day in store. As such, it is the expectation that BAs prioritise choosing products from the brands that they work across (minimum 75% of total balance should be spent on brands you work on).

BAs are then able to utilise any remaining Allocation allowance to also try some of the other L’Oréal Luxe brands’ products.

What if a product I want isn't available?

BAs are welcome to add products to their wish-list and refer back later in the window, but stock cannot be guaranteed, nor can replenishment of items that may appear out of stock.

What happens if a product I order then goes out of stock and I don’t receive it?

We have strategically designed the catalogue with L’Oréal Luxe Brand Teams, to offer icons and best sellers to mitigate the likelihood of products going out of stock during an Allocation window.

Any products that go out of stock during the picking and packing process will not be delivered as part of this Allocation window or carried over into subsequent shopping windows.

*This excludes manufacturing issues, global OOS, or unforeseen major outages.

I have received products in error, what should I do?

If you receive products that are different to your original order, please contact us using the Contact Us form on the Luxe Allocation Store website.

How can I update my personal information?

To change any personal details such as your address, name, or phone number, you can do so yourself by under 'Account' on 'Account settings' and/or 'Address book' sections on the top right, alternatively at checkout.

Who do BAs contact if there is a problem placing their order during the window time frame?

In the first instance, please use the Contact Us form on the BA Allocations website.

Who do BAs contact if there is a problem with their delivery (it goes missing/card not left/doesn't arrive).

Deliveries will be sent tracked. However, any issues can be submitted to the Contact Us form on the site.

How do I report an error with my delivery?

You can contact us via the Luxe Allocation Store website Contact us form.

Do you offer next day delivery?

Orders are all delivered with standard delivery. The first shipment of orders placed in the window before 31^st December 2024, will commence week commencing 6^th January 2025.

We endeavour to deliver your products as soon as possible, but please be aware that lead times for delivery could be 2-3 weeks at busy periods.

Can you deliver to an address other than my usual delivery address?

Please ensure you check your delivery address when prompted when you are placing your order.