Order Online

Order Online

PLACE AN ORDER

  1. How do I place an order online?

    To place an order, click the "add to cart" button next to any product you wish to purchase. When you have added all products you want to order into your cart, click on the "proceed to checkout" button to begin the checkout process. The site will guide you through the necessary steps to gather pertinent information to get your order to you accurately and promptly. If you need assistance with your order, please contact Clarins customer service at 1-888-328-1922 from 9:30 am - 5:30 pm EST Monday - Friday (excluding holidays) or by email.
  2. How many orders can I place on the same day on Clarins.com?

    For your protection, a customer may place up to 3 orders on Clarins.com within a 24 hour period. If you have any questions or concerns 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.
  3. Do I have to register with Clarins.com to place an order?

    You can place an order without registering, however having a personal account allows you to track orders, review your order history and rewards points. You will save time when placing future orders by not having to re-enter your basic details.
  4. Why is my phone number required?

    A contact phone number is required by most shipping carriers. We will only use this information to contact you, if necessary, about your order or to respond to your inquiries.
  5. What should I do if I can’t complete the checkout process?

    If you have correctly entered all your information and are unable to complete the checkout process, we may need further information. Please call our customer service center at 1-888-328-1922 from 9:30 am - 6:30 pm EST Monday - Friday (excluding holidays). You can also contact us via email.

OFFERS & GIFTS

  1. Can I combine my loyalty coupon with a promotion code?

    No. A loyalty coupon is a type of promotion code, therefore you cannot combine it with other promotions.
  2. eGift Certificates

    Clarins.com eGift Certificates can be ordered in any amount starting at $5. They can be printed or sent via e-mail, to any individual with a valid e-mail address. The recipient of an eGift Certificate will receive an email with a redeemable promotional code to be used only at Clarins.com. The code will be activated within 24 hours after receiving the email.

    To access our eGift Certificate page, just click on the "eGift Certificate" link within the Gifts & Sets section. Follow the step-by-step instructions and provide the information required to make your purchase. Once you have placed an order:

    An order confirmation email will be sent to you.

    An email confirming that a Clarins.com eGift Certificate has been sent by you, will be sent to the person for whom you've made the purchase.
    eGift Certificates are activated and ready to use as soon as the recipient registers and logs in as an account member and validates his or her certificate number.

    Clarins.com e-Gift Certificates can only be redeemed on the Clarins.com website, towards the purchase of eligible products listed in our online catalog and sold by Clarins.com. Clarins.com e-Gift Certificates cannot be used to pay for additional Clarins.com e-Gift Certificates. Only promotional codes have an expiration date. Clarins.com e-Gift Certificates purchased on Clarins.com do not expire. Clarins.com e-Gift Certificates have no cash value and are non-transferable. If an order exceeds the amount of the e-Gift Certificate, the balance must be paid with another payment method. Standard Clarins.com terms and conditions apply. No sales tax is charged when buying Clarins.com e-Gift Certificates. Purchases paid for with Clarins.com e-Gift Certificates are subject to applicable sales tax. Clarins.com e-Gift Certificates are not eligible toward reward programs or any promotions. Clarins.com is not responsible if an e-Gift Certificate is lost, stolen, destroyed or used without permission.
  3. My promo code is not working.

    Please check that your order meets the minimum requirement for the promotion, that the offer has not expired, or in the case of multiple offers that they can be combined. Our Customer Care team is happy to assist between 9:30am-5:30pm EST Monday - Friday (excluding holidays) by phone at 1-888-328-1922 or by email contact@clarins.ca
  4. How do I proceed to get the 10% off of my first order?

    Once you have signed up for Clarins newsletter on our homepage, your discount code will appear. You will also receive an email with your code for 10% off that you can apply to your first order. The email may take up to 24 hours to be sent, be sure to check your spam folder.

PAYMENT & BILLING

  1. How do I pay for my order?

    We accept Visa, MasterCard, Discover, American Express and PayPal.
  2. Is my online payment secure?

    When you place an order on Clarins.com, we encode your information using Secure Socket Layer (SSL) encryption technology; the most advanced consumer online security to date. Your order will be placed safely and securely. Your bank details are SSL encrypted and will never be kept or stored on this website without your consent.
  3. What can I do if my payment is declined?

    If payment is declined, please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. If you encounter any further difficulties or have any additional questions, please contact our customer service center at 1-888-328-1922 from 9:30 am - 5:30 pm EST Monday - Friday (excluding holidays). You can also contact us via email.
  4. Payment Options

    Payment Options
    Clarins.com accepts all major credit and debit cards:
    Visa
    MasterCard
    American Express
    Discover

    We also accept payments with Paypal.
    When your credit card is authorized, funds are put on hold until the transaction is completed. When the order is shipped, the payment will be processed.

    Important Information
    For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match this criteria.
  5. When will a payment be deducted from my credit card account?

    Your credit card will be charged only when your order is shipped. You may see a temporary authorization on your account; this will be updated by the actual charge upon shipment.
  6. Shipping information

    Our Response to COVID-19
    As COVID-19 continues to disrupt our daily lives, our priority is for the safety and well-being of our guests, community, and staff. Our warehouse is taking extra precautions to ensure that the environment is clean, and our employees are safe, so that we can maintain a superior level of service while processing your Clarins.com orders.
    Please note that Canada Post made important changes to their postal service. To eliminate customer interactions at the door, reduce post office customer traffic and support social & physical distancing, they have implemented a Knock, Drop and Go approach. Delivery employees will knock or ring and choose the safest location available to leave the item.
    Orders are processed and shipped on business days only, Monday through Friday, excluding holidays.
    To be shipped on the same day you placed your order on the site, your order must be submitted and approved by 12:30 pm EST/9:30 am PST. All other orders will be processed the following business day.
    You may only ship to one address per order. If you wish to send items to different locations, you will need to place a separate order for each shipping address. Orders placed on Clarins.com can only be delivered to addresses within Canada, we are unable to accept orders shipped to international destinations.

    Shipping fees are not eligible towards our rewards program or promotions.

    WE OFFER THE FOLLOWING SHIPPING OPTIONS:

    Regular - pickup at post office

    You can choose to be delivered to your closest post office, if you know you will not be home by the time of the delivery. This option is allowing you to avoid that your package stays outside and be damaged by bad weather conditions. If you choose this option, your package will be held for pickup at your nearby post office.

    Shipping fee: $7 | FREE with any $50 order.
    Delivery time: 2-10 Business Days

    Regular - delivered to home

    You can choose to be delivered directly to your home if you know you will be there by the time of delivery, or if you have a community mailbox. If you choose this option and you are not present at the time of delivery, your package will be placed in the community mailbox. If you do not have a community mailbox, a delivery card will be left and your package will be held for pickup at your nearby post office. Clarins cannot be held liable for any parcels that are lost, stolen, or damaged.

    Shipping fee: $7 | FREE with any $50 order.
    Delivery time: 2-10 Business Days

    Xpresspost

    Fast and affordable shipping service from Canada Post.

    Shipping fee: $10
    Delivery time: 1-3 Business Days

    Actual delivery time depends on shipping distance and may vary. Delivery to some remote addresses may require up to 2 additional days.

TRACK MY ORDER

  1. How will I know my order has been received?

    Upon placing your order, Clarins.com will display a confirmation message. You will also receive a summary and receipt via email. If you've registered with us, your order will also be viewable on the site after 24 hours in the My Account area.
  2. How can I check the status of my order?

    When you place an online order you will receive an email confirmation with your order number; this is also your receipt. You will receive another email when your order has been shipped. It will include detailed information and your order tracking number. You can track your shipment by clicking on the Track order link. If you have registered online, you can also track the status of your order within the My Account section.
  3. Where can I find my order number?

    Your order number is in the confirmation email you received after placing your order. You can also find your order information within the My Account area. Click on Order History to see a detailed history of your orders. Your order number will also be on the printed documents accompanying your shipment.
  4. I haven’t received my order

    Delivery times often vary. If you have any problems or do not receive your order by the date specified, 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.
  5. Tracking Your Order

    You will receive a confirmation email from Clarins, once your order is received. If you do not receive this email within 24 hours please contact our customer service center for assistance at 888-328-1922 or via email.

    You will receive another email containing tracking information, once your order is shipped. If you have a Clarins account, you can track the status of your order by clicking on “Order Information” within the My Account section. On average, your order should take between 1 and 8 business days to arrive.

    To track your order, click on the link in your email shipping notification, or if you created an account on clarins.com, go to My Account/Order History.

MODIFY OR CANCEL

  1. How can I change my delivery address?

    Your billing address will automatically be entered as your delivery address. You can change this address during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book. PLEASE NOTE: Once an order has been placed, we won’t be able to change the delivery address.
  2. How do I change or cancel an order?

    Orders are processed once they are submitted. We generally dispatch orders within the same day so it may not be possible to cancel an order once it has been placed. If you need to return an order, please review our Returns Policy.

AFTERPAY

  1. What is Installments by Afterpay?

    Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.
  2. How do I use Installments by Afterpay?

    Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

    Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.
  3. Where can I use Installments by Afterpay?

    Installments by Afterpay can only be applied to purchases made on Clarins.com.
  4. Can I use Installments by Afterpay if I’m an international customer?

    Afterpay is only offered to our customers who have a Canada billing address, Canada shipping address, a Canada Visa or Mastercard (credit or debit card), and a Canada mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
  5. How does the payment schedule work?

    All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

    You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.
  6. Where can I find common questions about payments?

    Check out the Afterpay Payments FAQ
  7. When will my items be delivered if I use Installments by Afterpay?

    Afterpay orders are delivered as per our standard shipping time frame after you complete your order online. Visit our shipping page for more information by clicking here.
  8. Is there a limit to how much I can spend on a single transaction?

    Yes, there is a transaction limit of $1000 on Clarins.com.
  9. What products are not eligible for purchase using Installments by Afterpay?

    Afterpay is not available on purchases of e-gift certificates. If you are purchasing an e-gift certificate along with Afterpay eligible products, you will need to place two separate orders.
  10. How do I return or exchange an item purchased using Installments by Afterpay?

    If you have changed your mind, you can return your Afterpay purchase to Clarins.com by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

    If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com
  11. What if I can’t pay an Afterpay installment?

    If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Click here for complete terms.
  12. What happens if I have a partial refund, and how does that affect my payments?

    Afterpay will be notified once your refund is processed. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. Note that the length of payments will never go beyond six weeks after the purchase date. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and charge the remaining amount to your third payment.
  13. Where can I find out more about Afterpay?

    If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, Terms, Installment Agreement as well as Afterpay’s Privacy Policy.

    If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

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