My Order

My Order


  1. How do I place an order on ?

    Follow our step-by-step guide to help you make your first order on First of all, welcome!

    You can find your favourite products by category, or check out our best-sellers. Got a product in mind? Search for the product using the search bar at the top of the page.
    Once you have selected your item, add it to your cart and enter the desired quantity (maximum 3)
    We will then offer you a choice of up to 3 samples - whichever you like!
    If you wish, at this stage you can set up an account, which will allow you to follow the progress of your order
    Enter your delivery and billing address
    Enter your bank details on our secure server and you're good to go!
    After your order has been confirmed, a thank you page will be displayed with your order number confirming that we have received your order.

    Of course, we will also keep you updated by email.
  2. I'm having trouble navigating the site; can you help me?

    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.
  3. My product is unavailable; when will it be back in stock?

    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.
  4. Why do I have to give my phone number?

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

    The delivery service will also be able to contact you by phone to arrange delivery of your package.
  5. What should I do if I have a problem finalising my order?

    If you have correctly entered your data and added your products to your shopping bag but are unable to finalise your order, we will likely some more information to help you.

    Our customer service team is here to help! We ask you to contact us by completing the form on our contact page.
  6. Can I group several orders together?

    Order payment and validation correspond to a single order with a delivery address and billing address.

    You have the option to order up to 3 units per item with a maximum purchase value of €500 per order.
  7. I'm looking for a Clarins product on your website but I can't find it

    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. Don’t hesitate to use our Beauty Consultation service.


  1. How can I take advantage of current promotional offers?

    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.
  2. How can I take advantage of my birthday offer?

    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. Your offer can be combined with most of our current offers (except Black Friday and Beauty Days offers).


  1. Which payment methods are available?

    We accept the following online payment methods:

    • Visa
    • MasterCard

    We do not accept payment by cheque.

    Payments on are completely secure. Your bank details are encrypted in SSL mode and are never kept or stored on the site.
  2. Can I give my personal information securely?

    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.
  3. When is my payment taken?

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

    However, your bank account will only be debited when your package is dispatched.
  4. What can I do if my payment has been refused?

    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.
  5. What is 3DSecure?

    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.
  6. How do I get an invoice for my order?

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


  1. I have an account; how can I check the status of my order?

    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:

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

    Your order has already been prepared and dispatched for delivery.

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

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

    Your order will not be dispatched. A full refund has been processed for your order.
  2. Where can I find my order number?

    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.
  3. Has my order been confirmed?

    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).
  4. I don't have an account; how can I check my order status?

    If you did not create an online account when you placed an order with, 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.


  1. Can I cancel a current order?

    Please contact 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.
  2. How do I change my order?

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

    If you just want to change your delivery address, click here.

    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.
  3. Why was my order cancelled?

    In the event of a temporary stock shortage, very occasionally an order will be cancelled by our logistics team. We are very sorry about this.

    If this is the case, you will receive an email confirming that the product ordered is unavailable and your order has been refunded. The refund is immediately processed when the email is sent.

    You will see the refund appear on your account within 3 working days.