DELIVERY & RETURNS

DELIVERY & RETURNS

RETURNS POLICY

  1. The order I received doesn’t match the one I placed.

    We are happy to rectify any errors. Please contact our customer service center at 1-888-328-1922 from 9:30 am - 5:30 pm EST Monday - Friday (excluding holidays). You may also contact us via email
  2. How do I make a return or exchange?

    Products purchased on Clarins.com can be returned within 30 days of the original ship date. Please fill out the return form and follow the instructions outlined in the How to Return Your Order section.
  3. How do I return a damaged product?

    You may (a) exchange your products or (b) obtain a full refund if the products in your order are damaged or faulty upon receipt, or if the products you have received are not the products you originally ordered.
    (a) Exchange:
    When exchanging damaged or faulty products or incorrect deliveries, we will dispatch replacement items to you free of charge provided you first return the products in your order to us in the condition in which you received them.
    (b) Refund:
    When returning damaged, faulty or incorrect orders we will refund (to the original credit card account used to make the online purchase):
    a) the full purchase price;
    b) the delivery charges incurred in delivering the products to you (where only part of an order is returned to us, we may reduce the amount of the delivery charge we refund you to account for the delivery costs of those items sent to you and not returned); and c) the shipping costs to return the products to us;
    provided you first return the products in your order to us in the condition in which you received them. If you fail to return products to us we may charge you for the products or the cost incurred in collecting them from you.
    To obtain a refund or exchange of the products to us, please return products within thirty (30) business days as of the delivery date or, where applicable, the discovery of the defect.
    The above provisions do not affect your statutory rights.
  4. Return Policy

    Click here to download the Return Form.
    If you would like to exchange or return a product that you bought in stores, we invite you to visit the beauty counter where you bought it. The return or exchange will be done under the retailer return policies.

    We wish to ensure your complete satisfaction while shopping on Clarins.com. We will gladly accept the return of any item purchased on Clarins.com that meets one of the following reasons below:
    • Product damaged during transport
    • Wrong product shipped
    • Product does not meet my expectations
    • Faulty texture/fragrance/allergy
    • Faulty device/container product
    • I do not like the gift I’ve received

    Items must be returned to Clarins Canada in their original packaging within 30 days of the ship date.

    Refunds are made to the original form of payment, with the exception of electronic Gift Certificates, in which case a new electronic Gift Certificate will be emailed to the original recipient.
    • If a Beauty Set is being returned, all products in the Set must be returned.
    • If your order contained a gift with purchase, all products composing the gift with purchase must be returned along with the items you wish to return.
    • If you have an allergic reaction to any Clarins product, please contact us immediately at the following number (toll free): 1-888-328-1922

    Return Procedure
    If you wish to return or exchange one or more products purchased on www.clarins.com, we invite you to follow the below procedure:

    Print the Return Form and complete all the required fields.
    • On the return form, please write the product item number, description, quantity and return code for each product returned.
    • Carefully pack your return in the original packaging to prevent damage during transit. To ensure a quick processing, make sure you print and complete the return form and enclose it in the package.

    Send the package back to us with the carrier of your choice (we suggest registered mail) to the following address:

    Clarins Canada
    Return Processing
    815 Desserte East, Highway 13
    Laval (Quebec) H7W 5N4
    If you have any questions regarding a return order, please call our customer service center at 1-888-328-1922 or email us directly
    We will be happy to assist you.

SHIPPING METHODS, TIMES & COSTS

  1. Can I ship my order to an address other than my home address?

    When placing an order you may enter separate billing and delivery addresses. The order will be delivered to the address indicated. Packages are delivered without pricing information; you will receive a receipt with details of your order via e-mail. If you have an account, you can also create, change and save multiple addresses in your address book.
  2. Can I ship my order outside of Canada?

    Clarins.com delivers to all addresses within the 10 canadian provinces. Delivery to international addresses is currently not available.
  3. How quickly can I receive my order?

    Clarins.com offers the following shipping options:
    Regular – pickup at post office: 2-10 Business Days
    Regular – delivered to home: 2-10 Business Days
    Xpresspost: 1-3 Business Days
    *Delivery to some remote addresses may require up to 2 additional days.
    For more information, visit our Shipping Information Section.

TRACK MY RETURN

  1. I returned a product/an order but I haven’t heard anything.

    Returns take 2 to 3 weeks to process. If several weeks have passed since your return, and you have not received a replacement or refund, please contact our customer service center at 1-888-328-1922 from 9:30am-5:30pm EST Monday - Friday (excluding holidays). You may also contact us via email.
  2. How are refunds issued?

    A refund will be issued to the credit card used to place the initial order. You will be refunded the cost of the returned product(s) when the return is received and processed. Shipping costs are non-refundable. For additional information, please refer to our Return policy section.

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