Frequent Asked Questions

Registration is entirely free and with no obligation to purchase. Create an account on www.uk.erborian.com by clicking on "My Account" and following the registration procedure in the "I'm new" section. You will then automatically become part of the Erborian loyalty programme.

If you already have an Erborian account, you are automatically enrolled.

The Programme is open to any individual who is of legal age and residing in the United Kingdom. Use of the Programme is strictly personal and only one account per person is permitted. Companies and associations cannot participate in the Programme.

The Programme has 4 levels based on the total amount of your purchases over a 12-month period:

On the day you join the Programme, you automatically acquire FRIEND status. You do not need to accumulate points to maintain this level.

When you change level, you immediately benefit from all the advantages associated with the new level. Your points balance remains unchanged and a new 12-month period begins for calculating the next renewal.

At the end of each 12-month period, your level is recalculated based on your total spending during that period:

• If you have reached or exceeded the threshold of your current level → you retain that level
• If you have not reached the threshold → you drop down to the level corresponding to your spending

Example: You have spent £180 over 12 months → You are at LOVER level. At renewal, you have spent only £60 → You move to BESTIE level. If you have spent £300 → You move to SOULMATE level.

FRIEND level is retained without any spending requirement.

The Programme includes a referral system allowing you to offer your friends and family a welcome offer. The referral programme is open to all Members regardless of their level.

For the referee (the referred person)

Your referral code is accessible directly in the pop-in displayed after clicking on the referral email link. This code gives you £10 off on a minimum purchase of £40 on your first order on www.uk.erborian.com.

This offer is valid once only, reserved for new customers with no existing account. It cannot be combined with other current offers or promotions, is non-refundable, non-exchangeable and has no monetary value. Not valid with our partner retailers.

For the referrer

You will receive your reward by email the day after your referee's order is dispatched. Your reward consists of a £10 discount voucher valid on a minimum purchase of £40 on www.uk.erborian.com. If your referee does not use their referral code, no reward will be sent to you.

This offer cannot be combined with other current offers or promotions, is non-refundable, non-exchangeable and has no monetary value. Not valid with our partner retailers.

Erborian reserves the right to modify or withdraw the referral programme at any time.

You earn points when you are logged into your Account and interact with the brand. Eligible actions include:

• Purchasing products on www.uk.erborian.com (1 point per pound spent)
• Creating an account or registering for the Programme (15 welcome points)
• Participating in specific actions proposed on the website (e.g. reviews, associated content), when these are available

Only interactions expressly indicated as eligible on the website allow points to be earned. Purchases must be made via your Account, online at www.uk.erborian.com. The actions and methods of awarding points may change throughout the year.

Points are credited the day after your order is dispatched from the warehouse.

Your points can be exchanged for free products or discount vouchers through the rewards catalogue. Rewards can only be used with a subsequent purchase on www.uk.erborian.com.

A. Free complementary products (examples, subject to stock availability):

B. Discount vouchers in pounds sterling:

The rewards catalogue is subject to change at any time. Products are available subject to stock availability. Erborian reserves the right to replace a product with another of equivalent value. Rewards can only be used when placing an order on www.uk.erborian.com. Once your points have been exchanged, they are permanently and irrevocably deducted from your balance and cannot be subject to any refund, retraction or reallocation, whatever the cause.

Points earned are valid for 12 months from the date they are credited to your Account. After this period, unused points automatically expire and are permanently lost.

You will receive a reminder email 30 days before your points expire (subject to having agreed to receive Programme communications).

Example: Points credited on 15 April 2026 will expire on 15 April 2027.

You can check your points balance at any time:

• Directly on your account at www.uk.erborian.com
• On the loyalty page: www.uk.erborian.com/erborian-seoulmate-loyalty-programme

Yes, provided you have entered your date of birth in your profile and agreed to receive Programme communications by email.

The gift is sent by email in the form of a promotional code and is also available on the Programme page under "My rewards history." The voucher amount varies according to your level:

• FRIEND: £5 voucher
• BESTIE: £10 voucher
• LOVER: £15 voucher
• SOULMATE: £20 voucher

The voucher is valid for 30 days from your birthday date. It is personal, non-transferable, and can only be used once per year. The birthday gift is generally not combinable with other current offers.

Points are credited the day after your order is dispatched from the warehouse. They may not yet appear on your balance.

If your points are still not credited after this delay, please contact our customer service within 15 days of the purchase, including your first name, last name, email address associated with the Programme, the date of the purchase, and the issues encountered.

Points may be deducted from your balance in the following cases:

• If they were credited as a result of a technical error by Erborian
• If they were obtained from fraudulent activities or other activities that violate these General Terms and Conditions
• In the event of a return or cancellation of the entire purchase; in the event of a partial return or cancellation, only the points corresponding to the part of the purchase not retained will be deducted
• If they have been used to obtain products or discount vouchers linked to the Programme
• In the event of termination of Programme membership for any reason

No. Only purchases made via your Account, online at www.uk.erborian.com, are eligible for the Programme.

Purchases made at our partner retailers or on other international Erborian websites are not eligible for the Programme.

Programme accounts, rewards, benefits and/or points cannot be transferred, shared or combined. Only the Account associated with the payment for products can accumulate benefits and/or points.

For any question relating to your account, please contact our customer service:

• By email: ukcustomerservices@erborian.com
• By post: L'Occitane Ltd – Erborian, Capital House, 25 Chapel St, London NW1 5DH, United Kingdom
• By phone: 0800 358 1159 (freephone, Monday – Friday, 9am – 5pm)

Offers and rewards are sent to you by email. To receive Programme-related communications, log into your Account at www.uk.erborian.com, then go to "My Account" > "Newsletter" > "Manage your subscriptions" and activate the option "Your personalised offers and communications".

By registering for the Programme, you will not automatically be enrolled to receive marketing communications — you must opt in separately.

If you unsubscribe from Programme-related communications, you will no longer receive emails regarding your Programme status or benefits.

Log into your account on www.uk.erborian.com and access "My information" to update your details at any time. Each Member is solely responsible for maintaining the accuracy of their personal information.

You may unsubscribe at any time by contacting our customer service:

• By email: ukcustomerservices@erborian.com
• By post: L'Occitane Ltd – Erborian, Capital House, 25 Chapel St, London NW1 5DH, United Kingdom
• By phone: 0800 358 1159 (freephone, Monday – Friday, 9am – 5pm)

If you unsubscribe, you will lose all accumulated points, benefits and your level. You can also exercise your rights regarding your personal data at any time — for more information, please consult our privacy policy.

Yes. Erborian reserves the right to modify at any time the Programme benefits, the manner in which points are accumulated, the Programme thresholds and levels, and rewards, without notice, although these changes may affect the value of rewards and/or benefits already accumulated.

Any changes are published on www.uk.erborian.com. Your continued participation in the Programme following such publications constitutes your approval of the changes made. We invite you to regularly consult the General Terms and Conditions of the Programme.