FAQ

L’Oréal Active Cosmetics Pro is available to all L’Oréal Active Cosmetics Division Independent Customers. To request access, follow these simple steps:

1. Visit the website www.lorealactivecosmeticspro.com

2. Click ‘Request Account’ on the right-hand side of the page.

3. This will open a request form, complete the form and click ‘Submit’.

4. A member of our  team will be in contact with you in within 3 working days, alternatively you can contact your Business Development Manager for assistance with creating your L’Oréal Active Cosmetics Pro account.

Once your account has been created visit www.lorealactivecosmeticspro.com where, once you have selected your region, you will see the log-In page. Before you can access your account, you will need to create a password.

To do this:

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

2. Enter your account number and click ‘Send’.

3. An e-mail will automatically be sent to the email address connected to your account with a link allowing you to create a new password. Your new password will need to be at least 8 characters and MUST contain at least one capital letter, one number and one special character.

4. Once your password has been set, you can return to the login page and access your account by entering your ‘L’Oréal account number in the login field and your new password in the password field. If you are unsure what your L’Oréal account number is, it can be found in the top right corner of your invoices or ask your Business Development Manager.

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

2. Enter your account number and click ‘Send’.

3. An e-mail will automatically be sent to the email address you provided when registering, 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.

Yes, your personal details are secure. Check out our Privacy Policy for more details.

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’.

When you request an account with us, we will ask you if you would prefer to opt out of receiving marketing. If you do not tick the box provided, we will proceed to send you personalised emails on L'Oréal Active Cosmetics Pro products, promotions, news, events and platform updates exclusive to L'Oréal Active Cosmetics Independent accounts. You can unsubscribe from marketing at any time, through the link in each communcation we send.

 For further information on how we use your personal data, please see our Privacy Policy. L'Oréal Active Cosmetics Division is part of L'Oréal (UK) Limited. If you have any questions or concerns about your personal data, please contact us via email here.

If you have a question that is not answered by the FAQ's or within the product descriptions, then please feel free to:

1. Fill out the form on our Contact us page.

2. Contact our Customer Care by phone on 0800 234 6477 or by email

3. Contact your Business Development Manager..

There are multiple ways to find the products you are looking for.

The 3 simplest ways are to search by brand, by product category or by using our search field:

1. If you know the brand you are looking for, hover over ‘Shop by Brand’ on the homepage to view a drop-down menu. You can view all product ranges by hovering over each brand. To view all products in the brand, click on the brand name. To view one of the brand’s product ranges, hover over the brand name and click the relevant range next to it.

2. To discover new products, you can search our entire range by category. From the homepage, click on ‘Shop by Category’ to view all products across Retailand Professional (where applicable).  Here you can also explore sub-categories of products to help narrow your search.

3. If you know the product name or product reference number, you can use the search bar to find them. At the top of the homepage, click on the search bar and enter the product name or reference number and click search.

Pack sizes are shown on the product page underneath the short product description.

If a product says 'Contact Us' underneath, you will need to contact your Business Development Manager or the Customer Care team on 0800 234 6477, by email or by filling out our contact form.

Please note that some brands operate within a selective network requiring stockists to meet certain criteria to be eligible to buy. This will be evaluated by a Business Development Manager when your email or contact form is received.

 If a product says 'Notify Me' underneath, it is out of stock. You will be able to sign up to receive an email notification for when it is back in stock.

For all changes to accounts including; closing an account, setting up a direct debit, cancelling a direct debit, amending a direct debit amount, or general debit enquiries, please contact the Credit Team on 0800 234 6477

To change any personal details such as your address, name, or phone number, you will need to contact your Business Development Manager or the Customer Care team on 0800 234 6477, by email or by filling out our contact form.

Use the contact us form on ACPro or alternatively contact Customer Care on 0800 234 6477 and we can arrange for a welcome email to be sent.

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

2. Enter your account number and click ‘Send’.

3. An e-mail will automatically be sent to the email address you provided when registering, which will include a link prompting you to create a new password. Your new password MUST contain at least one capital letter, one number and one special character.

If an item is out of stock, a red ‘Out of Stock’ notification will appear under the product, meaning you will be unable to order it at this time. You can set up an alert by clicking ‘Notify Me’ to receive an email letting you know when the product is back in stock.

Log into your ACPro account, Click on my account, then my ACPro orders (for orders) or my invoices (for invoices)

Yes, the minimum order value is £100. 

If you receive products addressed to another business, or the products you receive are different to your original order, you can contact the Customer Care team on 0800 234 6477, by email, or by filling out our contact form.

Search for the product you wish to purchase using one of the methods outlined in the PRODUCTS section of our FAQs. Once you have located the product, select the quantity you require by either typing in the number or using the ‘+’ or ‘-‘ buttons. Click the ‘basket icon’ to add the products to your basket. To view more information about the product such as ingredients, pack size, or description simply click on the image of the product. You can still add the product to your basket from this page. Once you have completed your order, click on the ‘basket icon’ to review your order and amend if necessary. All your promotions will be visible on the order summary page and the total amount of your order is also shown. Once you are happy with your order, click the ‘check out’ button to finalize your order.

1. The checkout is composed of 3 steps: The first step is for shipping details, delivery address and date. At the top of this page you can also add a purchase order number in the relevant field (this will be shown on your invoice).

2. The second step allows you to choose from the payment options you are eligible for.

3. The third step is the order confirmation page showing a summary of your order, you can add products or amend your order at this stage. You will also receive an e-mail confirmation with all your order details.

The portal provides 24/7 access to all your invoices, statements and account documents from the last 3 years. It is updated once every 24hrs with the latest documents.

You can access the portal through the following link: documentplatform.loreal.co.uk

Any customer who manages their business L’Oréal invoice/payment account may use the portal to manage their account documents. Once you are registered, paper billing will stop.

Please speak to the Credit Team if you would like to make changes to your payment method on 0800 0304 034 or via the contact us form.

If you are eligible, the “pay” button should show automatically. Only customers with a credit account and not on direct debit can pay by credit card through the E-billing portal. In case your situation changes, and you become eligible, it can take up to a week for the “pay” button to be activated.

To make a payment you must be

1. An E-Billing customer

2. Have a credit account (e.g. To pay X days after invoicing) and

3. Pay your invoices by credit or debit card.

Direct debit customers will have their due payments taken automatically.

If you have made a payment outside of the portal, e.g. over the phone, it may take up to 48hrs to show as paid on your E-Billing account. However, invoices paid via your E-Billing account will show as ‘PAID’ immediately but may still take up to 24hrs for the funds to clear your L’Oréal account.

All payments may take up to 24hrs to clear your L’Oréal account.

Once your account is activated (usually within 48 hours Mon-Fri), you’ll receive an activation email. Please click on the link in the email to set your password and activate your account. Once you have activated your account, you will be switched over to E-Billing and paper billing will stop.

Your username will be your invoice account number. This number can be found at the top of any of your invoices, credits or statements and normally begins with the number ‘4’.  If you are still having issues, please call the customer care team on 0800 234 6477.

Without an E-billing account, it is not possible to pay invoices with a credit card. 

Directly in the e-billing portal, if you are eligible, simply click on ‘PAY’ next to the invoice you wish to pay and enter your card details. You will receive an email confirmation immediately upon successful payment. You can also view your E-Billing payment history on your account. 

It is not possible to change your username as this is the same as your L’Oréal invoice account number. 

Your username will be your invoice/payment account number. This number can be found on any of your invoices, credits or statements and normally begins with the number ‘4’.

For security reasons it’s not possible to change your registered email address directly on your E-Billing account. Please call the accounts team to change your email address on 0800 234 6477.

Yes, you can choose to pay multiple invoices in the same payment by clicking on the ‘pay multiple’ button on the top row of your list of invoices and selecting which ones to pay.   

No, you can only pay whole invoices, or an unpaid part of an invoice. The ‘amount due’ field will show you how much is outstanding on any invoice where a payment is outstanding. If there is no payment outstanding the ‘amount due’ will show zero.

We are looking at adding this functionality in a future development. In the meantime, you can find the due dates on any invoice by opening the invoice document PDF on your account. 

Yes, the E-Billing portal contains all invoices and documents associated with your account from all Active Cosmetics Division brands that you stock.

Please speak to the Credit Team if you would like to switch back to paper on 0800 0304 034 or via the contact us form.

Please note if you switch back to paper, you will lose the benefits of the portal including the ability to pay online.

Please select ‘Create an account’ from the login page of the E-Billing portal and submit your details. We endeavour to activate your account within 48 hours Mon-Fri.

https://documentplatform.loreal.co.uk/self-sign-up/create-account

Please click ‘forgot my password’ on the login page of the E-Billing portal and follow the instructions.

https://documentplatform.loreal.co.uk/auth/forgot-password

If, when checking out, you have the possibility to pay “On Account” or if there is a credit block or reached credit limit message, it means you have a credit account and might be in position to pay my invoices through the E-billing portal. Please refer to the E-billing section to see how to create and activate your account.

Please check your junk email folder. If you can’t find it, please click ‘Activate your Account’ on the login page of the E-Billing portal and follow the instructions. This will resend the activation email. You can find the link to resend the activation email here: https://documentplatform.loreal.co.uk/auth/activate

1. Email confirmation of the order - Yes
2. Invoice - Yes

This could be down to your current account balance, please contact the Credit Team who can help you resolve this at [email protected]

To view the total value of your order, click on the ‘Basket’ icon at the top of the page. This will show you the total summary of your order. On the far right hand side you will find your subtotal, estimated VAT, shipping costs, and full order total.

Payment will not be taken at time of ordering, you will receive an invoice within 2-3 days of your order being dispatched. Payment terms are in line with our standard Terms and Conditions of sale.

No, VAT is always applied at the end of any transaction, you can see total VAT value on your invoice as well as in the basket when you check out. This will be charged at your usual VAT rate, currently 20% for all UK customers.

For all pricing enquires including discounts, invoices, pricing errors, and general pricing questions, please contact your Business Development Manager.

STANDARD DELIVERY: We currently offer delivery in 3 working days for FREE on orders above £100 (excluding VAT) to most of the United Kingdom, excluding the Scottish Highlands, Isle of Man, Scilly Isles, Shetland, Orkney, Jersey, Guernsey and Northern Irealnd whichmay take up to 5 working days.  

We can only deliver to the registered delivery address on your account.

The Customer Care team will be on hand to offer support, contact our team on 0800 234 6477, by email or by filling out our contact form.

You will be able to see the status of your order in your Order History.  We will notify you when your goods have been despatched and our delivery partner will contact you to let you know when to expect your delivery.

This is detailed in our Terms and Conditions which is at the bottom of each screen, just click on the Terms and Conditions. This is also shown on the back of all invoices.

The Customer Care team will be on hand to offer support, contact our team on 0800 234 6477, by email or by filling out our contact form. 

The Customer Care team handle all complaints and will endeavour to resolve your issue, contact our team on 0800 234 6477, by email or by filling out our contact form.