My Order

Follow our step-by-step guide to help you make your first order on ae.Clarins.com.

1. Look for your favorite products by category, through our Top Sellers page or using the search bar on top of the page.
2. Once you have selected your item, add it to your cart and enter your desired quantity (maximum 3 units).
3. We will then offer you a choice of up to 3 samples - whichever you like!
4. Should you have a discount code or voucher, you may also add it on this page under Order Summary then hit check-out.
5. At this stage you can either choose to set-up an account which will allow you to see the progress of your order or continue as a guest.
6. You need to then choose the delivery method and enter your shipping and billing information.
7. Should you wish to avail of our FREE gift message and/or wrapping you may select it before going to the payment section.
8. Choose your payment method and enter you bank details on our secure server and you're good to go!
9. After your order has been confirmed, a thank you page will be displayed with your order number confirming that we have received your order.

If you are having difficulty accessing pages on our website, it is possible that your browser is storing data on our site which is no longer up to date.

We advise that you empty your caches by using the "Shift + F5" keys if using the Google Chrome browser, or "Ctrl + F5" if using Internet Explorer or Firefox.

On the product page you’ll find an alert form that will allow you to receive an email notification as soon as the product is back in stock.

We will use this information to answer your questions and/or to contact you about your order.

Our delivery partner will also use this information to contact you by phone or WhatsApp to arrange the delivery of your package.

If you have correctly entered your information and added your products in your shopping bag but are unable to finalize your order, our customer service team is here to assist you! We ask you to contact us by completing the form on our contact page.

Please see below a brief checklist of what is required for an order to go through:
1) Personal details
2) Delivery address
3) Agreed to all Terms and Conditions
4) Used a credit card (all card details are entered well)

To find the product you want to order online, browse the categories related to your product or write the product name in the search bar.

If your product is not available online, it may be an old product or a limited edition which is no longer for sale.

We recommend that you contact our customer service team so we can suggest a product that best suits your needs.

To find out about our current offers, check the "special offers" section on our home page. There you can find all the terms and conditions to take advantage of our offers.

Please note: promotions are applied to your shopping bag or a selection of products and usually cannot be combined with other offers.

Are you one of our loyal customers and have filled in your date of birth? We’ll be delighted to send you a special thought to celebrate your day together!

Your offer will be sent to you by email. We invite you to enter the promotional code in the "Promotion Code" field of your shopping bag. Please note that the code is not combinable with any existing offer like discounts or bundle.

We accept the following online payment methods:

• Bank card - Visa or MasterCard
• Apple Pay
• Tabby
• Tamara

**We do not accept payment by cheque nor cash on delivery.

Payments on clarins.ae are completely secure. Your bank details are encrypted in SSL mode and are never kept or stored on the site.

Of course: all information provided is strictly confidential.

It will be used exclusively by internal departments at Clarins for the sole purpose of making a delivery or serving you better.

Your credit card information is sent to us via a secure server that meets the ISO27001 standard. We use the latest and most secure technology available, which encrypts all of your personal and credit card details.

As soon as your payment is validated, your bank issues an authorization.

However, your bank account will only be debited when your package is dispatched.

After filling in your credit card information and validating your order, our provider will ask your bank to validate the payment.

If the payment is refused, we advise that you contact your bank. If you have any concerns, our customer service team is also available to help: don’t hesitate to get in touch via our online contact form.

3DSecure is another way of protecting your online purchases.

After entering your card number, you will be asked for a code to validate your payment.

This code will be sent to you via text by your bank. If the telephone number provided is incorrect, we advise that you contact your bank directly.

For any order placed online, you will receive an invoice by email within 24 hours of your order being confirmed.

To find out if your order has been processed, head to the "My Account" section, then "Orders" and finally "My Products and Samples"

Your order will display one of four statuses:

BEING PROCESSED
Your order has been processed and is being taken care of by our order preparation team.

DISPATCHED
Your order has already been prepared and dispatched for delivery.

CREATED
Your order has not been finalized, and it will not be dispatched or debited. In this case, we advise that you renew your order.

Why hasn't my order been finalized? It is important to enter your 3D Secure code and wait for the page to load before leaving the site.

CANCELLED
Your order will not be dispatched. A full refund has been processed for your order.

Your order number appears on your confirmation email, but also on your Clarins account in the "Orders" section, as well as on the invoice sent to you.

A few minutes after receiving the message that your payment has been accepted, you will receive an email confirming your order to the email address you have registered with our Clarins site.

If your order has been confirmed, you will also see the number appear in your account (provided you have created a personal account).

If you did not create an online account when you placed an order with Clarins.com, you will not be able to view the status of your order.

However, we will keep you updated! As soon as your order has been confirmed, a confirmation email is sent to you.

You will then receive an email with a tracking number for your package.

Finally, you will also be able to receive follow-up emails or texts from the delivery service.

Please contact Customer Care for help.

If you ordered the wrong product or forgot to enter a promotional offer, we advise that you place a new order and return the wrong order to us free of charge.

For more information on return conditions, click here.

Once your order has been validated, it is not possible to modify its contents.

If you just want to change your delivery address, If you just want to change your delivery address, please contact our Customer Care.

If you ordered the wrong product or forgot to enter a promotional offer, we advise that you place a new order and return the wrong order to us free of charge.

For more information on return conditions, click Customer Care.

In the event of a temporary stock shortage, very occasionally an order will be cancelled by our logistics team and we will give you a call to inform about this scenario and the refund will be processed immediately. We are very sorry about this.

You will see the refund appear on your account within 7-14 working days if you used a bank card/Apple Pay and immediate if its through Tabby or Tamara.