Delivery & Returns

Delivery & Returns

RETURNS POLICY

  1. What is your returns policy and procedure?

    Have you changed your mind?

    Your satisfaction is of the highest importance to us, and we're pleased to give you the option to return your order free of charge purchased on www.clarins.ae within 14 days of the date of initial dispatch.

    The process is very simple. In case of damaged, defective or incorrect item, please contact customer care at customercare.me@clarins.com to arrange the pickup.

    T&C

    • Products must be returned in their original condition. We are unable to accept items back that have been opened or used unless the product is damaged or defective.

    • We will not be able to process a refund for any return received outside the 14-day period.

    • This policy exclusively pertains to online purchases made at www.clarins.sa. We are unable to accommodate returns for items purchased from any other outlet.

    • Your original delivery cost will not be refunded.

    • Your return request will be processed within 3-5 working days.

    • Once your return has been processed, an email will be sent to confirm the completion of your refund or exchange.

    • When initiating a return, please ensure to include any associated gifts received with your purchase, such as miniature products, samples, or accessories. These gifts are provided when you meet the qualifying spending threshold of the current offer.
  2. How do I return a product from my order?

    We wish to ensure your complete satisfaction while shopping on Clarins.sa, and we will gladly accept your return free of charge purchased on www.clarins.ae within 14 days from the date of initial dispatch.

    The process is very simple: Simply contact customer care at customercare.me@clarins.com to arrange the pickup with Aramex within 2 working days.

    The item(s) must be returned in their original conditions. We are unable to reimburse items back that have been opened or used unless the product is damaged or defective.

    Follow the instructions outlined in Returns Policy and Procedure section
  3. When will I be refunded?

    Returns are processed and refunded by our team within 3-5 working days of receipt of your package at our warehouse.

    My package has been returned to your warehouse, but I haven't received a refund confirmation email within 5 days?

    Kindly contact our customer service team at customercare.me@clarins.com or via our contact us page

    Please have your order number ready to facilitate your request.
  4. How are refunds issued for a return?

    The refund will be credited back to the original method of payment, whether it's a credit or debit card used for the initial purchase. You'll receive a refund equivalent to the returned product(s) value once the return has been received and processed. Please note that shipping costs are non-refundable. For further details, kindly refer to our Returns Policy and Procedure.
  5. Do you offer exchanges?

    We only process exchanges for damaged products. To initiate an exchange, customer care will arrange the pickup with Aramex within 2 working days. Once the item is received and verified, we will arrange for a replacement to be sent to you, completely free of charge.
  6. Is it free to return my order?

    Your satisfaction is our top priority, and we are delighted to offer you the opportunity to return your order at free of charge.

DELIVERY METHODS, TIMES & COSTS

  1. Which delivery methods do you offer?

    We offer Next day delivery (order by 4pm Monday to Saturday) or 2 working days (order after 4pm Saturday & Sunday) with our third party Aramex.
  2. Can I have my order delivered to an address which is different to my home address?

    When you log in to your Clarins.com account, you will have access to an address book which allows you to register a different delivery address from your billing address.

    When you place your order, simply select the delivery address of your choice.

    Sending a gift? No problem: the package will be delivered to the address indicated with a delivery note which does not include the price.
  3. Is it free to return my order?

    Absolutely! Please contact customer care to arrange pick up of your order by our courrier to return to our warehouse.

MODIFY MY DELIVERY

  1. How can I change my delivery address?

    Unfortunately, you will not be able to change the address after making your order, please contact customer care to make the change at customercare.me@clarins.com.

TRACK MY DELIVERY

  1. How do I track the delivery of my package?

    An order dispatch email will be sent to you as soon as your package is picked up by our delivery service. You will find the tracking number and a link to track your Clarins order in the email.

    If you have created an account, you can also click on the "Track Your Order” link in the "My Account" section.
  2. When will my order be delivered?

    Next day delivery (order by 4pm Monday to Saturday) or 2 working days (order after 4pm Saturday & Sunday)
  3. I haven’t received a tracking number

    An email dispatch confirmation is sent as soon as your package has been picked up by the delivery service selected. If you have not received this email, first check it hasn't gone into your junk mail

    If this is not the case, we invite you to go to "My Account", then to "My Orders", and in "My Products and Samples", you will find :

    - Your order status

    - Summary of products ordered

    - A link to "Track Your Order"

TRACK MY RETURN

  1. My package is being returned; when will I get my money back?

    Returns are processed and refunded by our team within 3-5 days of receipt of your package at our warehouse.

    My package has been returned to your warehouse but I haven't received a refund confirmation email within 5 days?

    Kindly contact our customer service team at customercare.me@clarins.com or via our contact us page

    Please have your order number ready to facilitate your request.
  2. My order has not been delivered and returned; what can I do?

    If the delivery service was unable to deliver your package or drop it off at an access point, your package will be returned to us.

    All returned packages are subject to a refund. We therefore advise that you place a new order.