Delivery & Returns

Delivery & Returns

RETURNS POLICY

  1. What is your returns policy?

    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.

    The process is very simple: Simply contact customer care at customercare.me@clarins.com to arrange the pickup.

    Please note that your package must be returned within 14 days of receipt.

    We do not offer exchanges or credit notes, only refunds.
  2. How do I return a product from my order?

    If you wish to return one or more products from your order, it couldn’t be easier.

    Tick the reason for your return on the return slip included in your package
    Stick the prepaid label provided on your package
    Go to your most convenient UPS drop-off location to drop off your package free of charge
    Keep your drop-off receipt with the tracking number until your product has been refunded
    Upon receipt of your returned order to our warehouse and after checks have been completed, your refund will be made within 10 days.

    Want to know more about tracking your return?

    Our customer service team is available via our contact page. Make sure you have your return number to facilitate the processing of your request.
  3. When will I be refunded?

    Returns are processed and refunded by our team within 10 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 10 days?

    We ask you to contact our customer service team via our contact page.

    Please have your order and return number ready to facilitate your request.
  4. Do you offer exchanges?

    No, we only offer refunds for returned products.

    To buy the product you would like, we ask that you place a new order.
  5. Is it free to return my order?

    Absolutely!

    You will receive a pre-paid label inside your package which will allow you to drop off your package at one of the UPS drop-off locations free of charge.

DELIVERY METHODS, TIMES & COSTS

  1. Which delivery methods do you offer?

    We offer next day delivery with our third party DHL.
  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. Which destinations are covered?

    Orders placed on www.clarins.com can be delivered in UAE, KSA, Qatar, Oman, Bahrain.

    For the moment we do not deliver to overseas France, Andorra or other countries.
  4. COVID-19: Deliveries continuing with extended periods

    We continue to ensure the preparation of your orders placed online. Please be assured that we have taken all the necessary measures to protect the safety of Clarins teams and our partners, as well as your safety.

    As a result of the new safety and distancing instructions, preparation time has been extended from 1 to 2 days.

    Delivery times have also been extended from 2 to 3 days. Orders placed online will be received within 7 working days on average. Thank you for your patience.
  5. Is it free to return my order?

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

MODIFY MY DELIVERY

  1. UPS Access Point: 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.
  2. Chronopost Predict: how can I change my delivery address?

    If the delivery address for your order is incorrect, no problem: you can change it.

    Once your package is with the delivery service, you will be sent an email allowing you either to choose a delivery slot or change your delivery address.
  3. UPS express: how can I change my delivery address?

    If the delivery address for your order is incorrect, no problem: you can change it.

    Create a UPS My Choice account at ups.com, and make a direct request for your package to be redirected to a different access point or to a different delivery address.

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.

    If you have your tracking number:

    - Go here to track your parcel sent with Chronopost Predict

    - Go here to track your parcel sent with UPS
  2. When will my order be delivered?

    For your order to be dispatched the same day, it must be placed before 3pm. After 3pm, the order will be dispatched on the next working day.

    The delivery service will undertake to deliver to you within the following time limits depending on the option you have chosen:

    - Chronopost Predict standard delivery: 2 to 3 working days maximum

    - UPS express delivery: 1 to 2 working days maximum

    - UPS Access Point collection: 2 to 3 working days maximum
  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 10 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 10 days?

    We ask you to contact our customer service team via our contact page.

    Please have your order and return number ready to facilitate your request.
  2. I paid by gift card; how will I be reimbursed?

    For any returned order paid by gift card, a new gift card will be issued.

    Got some balance left on your card or any questions about this?

    Contact our customer service team via our contact page. We ask you to provide us with your order and return number.
  3. 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.

    This info
  4. COVID-19 Returns and Refunds

    If you need to return your order, this remains free of charge!

    The returns period will be extended by 15 days at the end of the confinement period (regardless of the given period).

    Refunds will be made automatically within 14 days upon receipt at our warehouse. If your package cannot be delivered due to the announcement of new restriction zones, the package will be returned to the warehouse and you will be refunded. We will invite you to place an order at the end of the confinement period.