Customer Service

Frequently Asked Questions

Information on this page has been organized into the categories below. To view the information in any category, click the category name or the arrow on the right.

If you are unable to find answers to your questions, please feel free to contact a Vichy Customer Service Representative at 1 888 45 VICHY (1 888 458 4249) Mon-Fri, 9am through 5pm EST or contact us via email.

Email Us Here


Online Orders

Vichy Canada, along with parent company L’OrĂ©al Canada, is a manufacturer and distributor of hygiene and personal care products, as well as hand sanitizing (hydroalcoholic) gel. As such, we have been classified by government officials under the category of essential sanitary products.

As a complement to this authorization, the government is allowing online commerce to continue as it is the safest way for consumers to buy in the current context. As such, we continue to sell and distribute our products to consumers through this channel, via our own website, as well as retailer partners.

We have also put in place strict security and health protocols in all our facilities, including our manufacturing plant and warehouse, to ensure the safety of all. Our warehouse team currently processing online orders work in alternate shifts to practice social distancing guidelines, which may slightly affect shipping time.

Our number one priority remains the wellbeing of our employees and their families, our customers and our communities.

We appreciate your understanding and support during these difficult times.

Our solidary plan

As the effects of COVID-19 continue to disrupt communities around the world, we are proud to contribute to the fight against coronavirus in our hometown. We have shifted the production of our Montreal plant to include the manufacturing of hand sanitizing (hydroalcoholic) gel, which will be donated to hospitals such as the Centre Hospitalier de l’UniversitĂ© de MontrĂ©al (CHUM) and McGill University Health Center (MUHC) as well as other health and charitable organizations in need. This program aims to support healthcare professionals, who are on the front-line in the fight to curb the spread of COVID-19. It’s our way of thanking them for their hard work.

For more information on our solidary plan:

Where is my order? Can I track my order?

When your order ships, you will receive a shipping confirmation email that includes a tracking number. You will be able to click on the tracking number and see where your order is in transit. If you are a registered member, you can also log into your account and access the "Order History" section to see the status of your order.

We are not held responsible for packages delivered to a wrong address which was provided by a customer during the checkout process. It is the customer's responsibility to provide the correct shipping details. Once an order is processed, we are unable to modify any details such as shipping information. Assuming that the item(s) returns to us, a refund will be processed.

What are your shipping methods and rates?

Vichy Canada offers various shipping methods. We are happy to provide you with free delivery on orders of $50 and more. ships via Canada Post to Canadian addresses only. Most items may be shipped to a P.O. Box address, but certain restrictions may apply. Orders will be processed within 1-2 business days. Orders received by 8:00 am EST will be processed the same day. Orders received after 8:00 am EST will be processed on the next business day. Orders will be shipped Monday-Friday, excluding federal holidays within Canada. Packages do not require a signature upon delivery.

Standard Shipping
Canada Post (1-9 business days)
$ 7.95 shipping cost

Express Shipping
Canada Post (1-4 business days)
$ 9.95 shipping cost

Priority Shipping
Canada Post (1-2 business days)
$ 14.95 shipping cost

Certain items are considered hazardous materials. These products include aerosols and alcohol-based products such as fragrances, liquid cleansers and toners, etc. These products are required to be shipped by Standard Shipping, due to air transport restrictions and regulations. In the case you have selected such items in your Shopping Bag, standard shipping will be automatically applied to you order at checkout.

The following Vichy product(s) contain Hazardous Materials:
- Thermal Spa Water (150g & 50g)
- LiftActiv Retinol HA Night
- Normaderm Purifying Pore Tightening Toner
- Capital Soleil SPF 50 Mousse
- Capital Soleil SPF 50

What is the procedure for returns?

All purchases are backed by our 100% satisfaction guarantee.

If for any reason you are not completely satisfied with your Vichy purchase you may return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:
L’OrĂ©al Canada Return Department
3500 rue Douglas-B.-Floreani, Door 31-32, Saint-Laurent, QC, H4S 2B9

Place your merchandise in the original shipping box. If the original packaging is not available, please use a sturdy box or padded envelope to prevent damage in transit. Return the package to us using the delivery service of your choice. The refund will be issued within 15 days of receiving your parcel. You will receive an email confirmation when your return is processed. At this moment, shipping fees for return are not refundable.

Please note : Returns or exchanges for purchases made online may not be accepted for return or exchange at a Vichy Counter. Returns or exchanges for purchases made in a Vichy store or partnered retail location may not be returned to If the item you wish to return was not purchased through, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our customer service at 1 888 45 VICHY (1 888 458 4249). (Monday to Friday from 9:00 AM to 5:00 PM Eastern Time) for assistance.

Can I cancel my order?

Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:

L’OrĂ©al Canada – DĂ©partement des retours
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC
H4S 2B9

Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.

Forgot password?

To have your password emailed to you, click on the "Welcome, Sign In" go to "Personal Data" and you will see a 'Change Password' link. Click on that link and enter your new password.

Where can I get special offers and promotional codes?

By signing up to receive email from Vichy, you will be the first to know about special offers and promotions. Promotions are often offered exclusively to email members and it is not possible to obtain promotional codes by emailing or calling Customer Service.

Are international Vichy products available in Canada?

Vichy offers different products around the world. While Vichy Canada offers an extensive selection of products, not all of the products are offered in Canada.

Where are Vichy products sold?

Vichy is distributed exclusively in select pharmacies and drugstores worldwide. Within Canada, Vichy is sold at select retailers such as Shoppers and Jean Coutu.

What is the policy regarding the promotions?

Quantities of samples are limited and offer is subject to availability. Available samples may differ from original offering at any time based upon availability and this may not be reflected in advertisements. Only authorized purchases will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer and to modify or cancel this promotion due to system errors or unforeseen problems. We reserve the right to substitute any free item offered with an item if equal or greater value. Offer cannot be combined with any other offer or promotion. Offer not applicable on gift sets unless stated otherwise. Cannot be applied to previous orders. Other conditions may apply. Offer is subject to change without notice.

Gift sets, samples, products with a price lower than $14 and limited editions are excluded from discounts unless otherwise stated.

The sign-up offer is valid for new email addresses only. An email with a promo code will be sent within 24 h upon registration.