FAQ : Help & Questions/Answers

Hello, how can we help you ?

Frequently asked questions

My account

My order

My delivery

My payment

Our products

Our offers

Our stores

Personal Data Protection

Frequently asked questions

How to track my order?

To know where your parcel is, you only have to access your account through your personal space and go to the "My orders" section. You will be able to see your latest orders within the last 6 months with their status and the tracking link if the parcel has been sent.

Note: You will only be able to track your parcel on our partner's website once it has been sent ; you will receive an email as soon as your order leaves our warehouse.

What are the shipping costs?

The conditions to be elligible to free shipping may change from one period to another. We invite you to check out all the on-going offers on the Promotions page. Below the free delivery threshold, the shipping costs are $9.95 for each order. Prices may change without notice.

Note: Please note that the minimum order amount is $15.

What are the shipping times?

Your order is delivered within 3 to 4 business days on average. For more remote areas, up to 10 business days are necessary.

Once your parcel has left our warehouse, you can track it from your personal space.

Can I use a coupon code several times?

To allow a greater number of our customers to enjoy our offers, each one of our promotionnal codes is usually limited to a single use per user.

How to retrieve a lost password?

If you forgot or lost your password, click on "Log in" in the menu and then on "Reset your password". You can then retrieve your password either with a single-use link or by resetting it. The email address associated to your account will be requested. This operation will only take a few minutes.

Where is my customer number?

Your customer number can be found:

In your shipping notice email received when your order leaves our warehouse.
On your order form received in a previous order.

It's a 9-digit number.

How to choose a secure password?

A strong and secure password should include:

At least 8 characters
At least 1 digit
At least 1 uppercase letter
At least 1 lowercase letter
At least a punctuation mark or special character (!"#$%& '()*+,/:;<=>?@[]^_`'}'|'{'~. ) "

To change your password, simply log in to your account and follow our instructions, or click on « Reset your password » in the login area.

How to read the product composition?

While you are browsing through the description on the online product card, you will find the complete list of ingredients composing the product. Compositions are also detailled on the products and/or on the packaging.

To better understand the composition, it's easy : the ingredients from natural origin are indicated in green.

How to protect yourself from fraudulent emails?

You think you have received a fraudulent email from YVES ROCHER?
Please notify us as soon as possible by contacting our customer service department by email or by phone at 1 888 909-0771 (toll free) - Monday to Friday from 9:00 am to 7:00 pm and Saturday from 9:00 am to 5:00 pm (EST).
We ask that you forward this email to us. We will analyze this message in order to react to the best of our ability in the interest of our clients.

Did you respond to this email and enter your personal information and credit card number on the fraudulent website?
We advise you to also contact your bank as soon as possible.

What are the appropriate reflexes?
Never respond to this type of solicitation.

Please note that YVES ROCHER will never ask you for your confidential information (bank details, secret code...) in an email.
In case of suspicious emails:

Never open attachments, they may contain a virus
Never click on a link contained in an e-mail whose origin is not certain.

Where is the nearest store?

To find the closest store, check out the Store locator and enter your zip code to get the list of stores that are near you. Our beauty advisors are waiting for you!

No store near you? Browse through our website to order your favorite products. If you have any questions, don't hesitate to reach out to our beauty advisors at Customer Service.

How do I delete my account?

The deletion of the account directly by the user is not possible on the website. To delete your account, please contact our customer service by email customerservicescanada@yrnet.com using the email address associated with your customer account and indicating your first and last name and if possible customer number or loyalty card.

For more information on your rights and our Privacy Policy, click here.

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My account

How to create an account on the website?

It's easy! From the home page or the menu, you just need to fill in the account creation form with your personnal information and to choose a password.

Then, you only need to confirm the creation of your account by clicking on "Create my account" at the bottom of the page.

How to retrieve a lost password?

How to change the email address associated to my account?

To change your email address, you need to log in to your account at the top of the page with your current email address and your password.

Once you are logged in, click on "My personal information". Fill in your new email address and click on "Validate"; it's done!

Note: With any email address change, your login information will be changed. You need to enter your new email address to log in.

How to change the postal address associated to my account?

To change your postal address, you need to log in to your account at the top of the page with your email address and password.

Once you are logged in, click on "My addresses". Fill in your new postal address and click on "Create"; it's done!

Note: With any order placed, check in your basket that the postal and billing addresses are correct.

How to change the password to my account?

To change your password, you need to log in to your account at the top of the page with your email address and current password.

Once you are logged in, click on "My personal information". Fill in your new password and click on "Validate"; it's done!

Where is my customer number?

Your customer number can be found:

In your shipping notice email received when your order leaves our warehouse.
On your order form received in a previous order.

It's a 9-digit number.

How to choose a secure password?

A strong and secure password should include:

At least 8 characters
At least 1 digit
At least 1 uppercase letter
At least 1 lowercase letter
At least a punctuation mark or special character (!"#$%& '()*+,/:;<=>?@[]^_`'}'|'{'~. ) "

To change your password, simply log in to your account and follow our instructions, or click on « Reset your password » in the login area.

How to protect yourself from fraudulent emails?

Did you respond to this email and enter your personal information and credit card number on the fraudulent website?
We advise you to also contact your bank as soon as possible.

What are the appropriate reflexes?
Never respond to this type of solicitation.

Please note that YVES ROCHER will never ask you for your confidential information (bank details, secret code...) in an email.
In case of suspicious emails:

Never open attachments, they may contain a virus
Never click on a link contained in an e-mail whose origin is not certain.

How do I delete my account?

For more information on your rights and our Privacy Policy, click here.

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My order

Is it possible to change or cancel an online order?

Unfortunately, we are not able to change or cancel an order after it has been placed on the website. If you changed your mind or are not happy with some items, you can return or exchange these products following the procedure on the bill in your parcel.

What is the minimum amount of an online order?

The minimum purchase amount is set at $15 (without shipping fees). In fact, because of the fulfillment costs, we cannot accept orders below this threshold. If you have the chance to live near a store, don't hesitate to visit one of them to make your purchase ; our advisors will be happy to help.

Where can I have a look at my order history ?

If you have an Yves Rocher account, you can check your order history and the status of your latest purchases by entering your personnal space.

We also suggest that you add your favorite products to your Wishlist in order to be able to order them again easily. You can do that by clicking on the heart icon on the site's product cards.

My delivery is incomplete or broken at delivery. What should I do ?

If one or several items are missing from your parcel or if one or several products broke during transportation, please contact our Customer Service. Our advisors will guide you through the next steps to correct this issue.

My delivery

How to track my order?

Note: You will only be able to track your parcel on our partner's website once it has been sent ; you will receive an email as soon as your order leaves our warehouse.

What are the shipping costs?

Note: Please note that the minimum order amount is $15.

What are the shipping times?

Your order is delivered within 3 to 4 business days on average. For more remote areas, up to 10 business days are necessary.

Once your parcel has left our warehouse, you can track it from your personal space.

How to return or exhange a product?

Your satisfaction is our priority! You may return or exchange a product ordered on the Site within three (3) months of the date of the order. Any refund or exchange will be subject to the product being returned by mail, accompanied by the purchase invoice and the return slip on the back of the invoice duly completed, all at the following address:

Yves Rocher North America Inc.
2199 boul. Fernand-Lafontaine Suite 300
Longueuil (Québec), J4G 2V7

You are responsible for the shipping return cost, but no other additional costs will be charged to you.

Is it possible to return or exhange a product bought online in store?

Unfortunately, this is not possible as of yet. To return or exchange a product, please follow the instructions given on the order form put in your parcel.

My delivery is incomplete or broken at delivery. What should I do ?

Is it possible to send my order to a different address than my home?

When you place your order, you can change the delivery address to put the one you want: at work, at your friends or family's, at your neighbors'. Just make sure that the billing address matches the one registered to your credit card.

Don't forget that you can save your favorite adresses when your place your order or within your personal account to save some time for your next order!

Please note that all our parcels are sent with a bill inside ; it's not possible to send a gift package without it as of yet.

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My payment

Is it safe to pay on the Yves Rocher website?

Yes, all information related to your order, including the online payment by credit card, is protected. When you place an order using your credit card, the information is secured and encrypted as it is exchanged using the secure SSL connection. You can purchase online safely!

What are the payment methods accepted on the website?

When you place your order, you can pay with credit card (Visa, Mastercard, American Express) or with your PayPal account. If you are on mobile, you can also use Apple Pay or Google Pay to pay with your credit cards in a few clicks.

Why can't I validate my payment?

You have troubles placing your order at the payment step? The issue may be related to your credit card ; please note that we do not accept pre-paid cards and debit cards. Also, make sure that your billing address matches the one registered to your credit card.

If this is a persisting problem, please contact the Customer Service. Our advisors are here to help you.

How to enter the security code for an American Express?

When you place your order, you need to enter a 3-digit security code. If you want to pay with an American Express, please enter the 3 last digits or your security code.

What is the $1 charge on my credit card?

After paying for your order, you noticed a $1 charge on your credit card statement. It is simply a verification of the validity of your card. This amount will be returned to your card with the next 2 business days.

I think I've been charged twice, what to do?

Do not worry, it is simply a temporary authorization request to validate your card. You will notice on your statement in a few days that the amount finally charged matches the order total.

Can I use a gift card to purchase online?

Unfortunately no. Gift cards purchased in store cannot be used online as of yet. If you want to use a gift card, find your nearest store to shop at Yves Rocher!

Is it possible to save a credit card for a future payment?

Yes, you can save your credit card to use it faster for your next order. It is possible to do so on the payment page or directly in your account. If you want to modify or remove a saved card, go to your personnal space in the "My payment methods". All this information is saved in a secure way.

Is it possible to settle my order in several payments or at a later date?

Unfortunately, it is not possible to settle an order in several payments or at a later date. The whole team is working hard to take your feedback into account and make your experience better: if a new payment method is available on our website, you can find it directly at the payment step when you place your order.

How to check the balance of your gift card?

We currently only offer gift card services in stores. It is therefore not possible to check the balance of your gift card on our website. If you have a gift card and you wish to know its value or the balance after one or several purchases, please go the nearest store.

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Our products

How to choose my face care routine?

Sensitive skin? Oily skin? Mature skin? Dry skin? Another need? We have the skin care routine adapted to your skin type! Take the test with our online skin care diagnosis to find the beauty routine best suited for your skin in less than 2 minutes.

How to choose my hair care routine?

Need to repair your hair? Protect your color? Densify your hair mass? Boost shine? Another need? In less than 2 minutes, discover the hair care routine best suited for your hair type. Silicone and sulfate free shampoo, conditioner, and more, available in different ranges!

Are your products gluten-free?

Our cosmetic formulations do not contain gluten as an ingredient per se. Due to the presence of certain plant extracts however, our formulations may contain traces of gluten at an extremely low concentration, or even undetectable by current analytical techniques. That's why we can't guarantee that our products are 100% gluten-free.

Are your products vegan?

We are committed to offering a wide range of vegan products, and most of our products are actually vegan. The few ones that are not contain beeswax, which is a secretion of honeybees.

Are your products tested on animals?

Since 1989, Yves Rocher has decided to stop testing on animals and to pursue other methods in order to ensure the quality of their products. In general, the brand refuses any raw material of animal origin (with the exception of beeswax).

How to get more information on the products and how to use them?

While browsing through the website, you will find all the necessary information to get to know our ranges and products better: textures, compositions, how-to-use tips, commitments, etc. If you have additionnal questions, you can go to the nearest store or contact the Customer Service ; our advisors are here to help you!

How to read the product composition?

To better understand the composition, it's easy : the ingredients from natural origin are indicated in green.

How to understand the products ingredients list?

The ingredients lists can quickly become hard to get… This is why we have written an Ingredient Glossary just for you! Botanical ingredient, preservative, emollient, colorant… We tell you everything about the ingredients that compose our products and their utility. Ingredients from natural origin are easily spotted, they are indicated in green.

What to do if my product is out-of-stock?

The product you are looking for is out-of-stock? Do not worry! You can subscribe to the back-in-stock alert to get a notification when your favorite product is back. The alert will be on for the next 3 months.

Why is my product discontinued?

Thanks to permanent research, product innovations are made every year. This is why, to always offer you better-performing products, we have to replace some of them from time to time.

Do not hesitate to consult our advisors in stores or by phone to find the product that best suits your expectations!

How to create a wishlist?

We suggest that your add your favorites to your Wishlist to be able to order them again super quickly. This is possible by clicking on the heart icon on our online product cards. The products added to this list will be accessible through your personal space.

How to give my opinion about a product?

Because your opinion is valuable to us, we like reading your feedback on our products! To leave a comment on a product, go to its product card on the website and click on "Write a review" in the "Reviews" section. You can grade the chosen product and detail your experience in a comment. Your reviews help our customers make their choice!

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Our offers

What are the on-going offers and promotions?

To find out about all our on-going offers and promotions, we invite you to check out our Promotions page. We are preparing lots of offers and surprises for the Sales, Black Friday, Mother's day or even Valentine's day!

To receive all our offers in exclusivity and special privileges, you can subscribe to our newsletter.

How to use my privileges and promotions?

You received a promotion to be used with a promotionnal code by email? You can use your offer when validating your order by entering your coupon code in your basket. Enjoy shopping at Yves Rocher!

Can I use several coupon codes on a same order?

It is only possible to use one promotionnal code on an online order. If you have several valid codes at your disposal, promotions cannot be added up. We invite you to choose the advantage that you like best, or place different orders if that is more advantageous.

Can I use a coupon code several times?

To allow a greater number of our customers to enjoy our offers, each one of our promotionnal codes is usually limited to a single use per user.

How to get my free gift?

Discover the on-going offers by checking out the Gifts page. You can then choose among the available choices in your basket!

Note: Please note that the minimum order amount is $15. You can only benefit from the gift once per order, while quantities last.

Can I plant a tree instead of choosing a gift?

Yes, it is possible to choose to plant a tree instead of selecting your gifts of the month. For each one of them, you will have the option to choose the tree instead of the gift. Find out about of the "Plant For Life" programm by visiting the Yves Rocher Foundation's website.

Thank you in advance for your committed gesture!

How to sign up for the Yves Rocher newsletter?

To receive our offers in exclusivity, get privilege discounts and know about what's up, you can subscribe to our newsletter by filling your information in the subscription form.

What is the Yves Rocher newsletter about?

The Yves Rocher newsletter helps you be informed about anything new for the brand: be the first to learn about product launches and current offers! You will receive special discounts and an exclusive access to some of our operations. Don't hesitate and sign up to our newsletter!

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Our stores

Where is the nearest store?

To find the closest store, check out the Store locator and enter your zip code to get the list of stores that are near you. Our beauty advisors are waiting for you!

No store near you? Browse through our website to order your favorite products. If you have any questions, don't hesitate to reach out to our beauty advisors at Customer Service.

What are the opening hours of my store?

You can get the opening hours of your store in the Store locator. See you soon!

How to get an appointment for the institute?

You can make your appointment:

On the website: Log into your account and check the treatments list of your store with the help of the Store locator.
By phone: Contact the store directly to know about the availabilities. The phone number of your store is displayed in the Store locator.

Can I use rewards won with my loyalty card in an online order?

Your loyalty card is currently exclusive to your store purchases. It means that you will only accumulate points with store purchases ; and that your rewards can only be redeemed in store. Find the nearest store in the Store locator.

Can I use a gift card purchased in a store for an online order?

Our gift cards are only redeemable in store at the moment ; find the nearest store in the Store locator. Our teams are working hard to offer you new payment methods in the future.

Is it possible to order online and get it delivered to a store?

The Click and Collect service does not exist on our website at the moment. An order placed on the website will be sent to the address chosen in the cart. If you wish to shop in store, find the one closest to you thanks to the Store locator. If you are looking for a specific product or have questions, our beauty advisors will be happy to help you with your purchase.

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Personal Data Protection

Are my personal data really processed confidentially?

Your personal data are treated with complete confidentiality by Yves Rocher. You can find all the important information on this topic HERE.

I have a question regarding the processing of my data. Where can I find more information about this?

Please consult our Privacy Policy section HERE. You will find more information there about how Yves Rocher processes your personal data

How can I exercise my rights regarding the protection of my personal data?

You can easily exercise your rights by using our dedicated form available HERE. Simply fill it out, and we will process your request.

How does Yves Rocher use my data for advertising purposes, and how can I object?

Your data are used for advertising purposes only if you have given your consent or if we are authorized to do so by law. In any case, you may object to this use at any time by clicking the unsubscribe link included in our SMS messages or newsletters, or by using our online form HERE.

Updated on 04/02/2026