01 What products are available on the Clarins site?
02 How do I place an order online?
03 How many orders can I place on the same day on Clarins.com?
04 Do I have to register with Clarins.com to place an order?
05 How do I register for an account?
06 Is my personal information secure?
07 How can I unsubscribe from email newsletters?
08 Why am I not receiving the email newsletters?
1. Register for our emails at Clarins.com
2. Visit the Spam section of your email account and search "clarins"
3. Find any Clarins email and click "Not Spam" at the top of the page
You can also add us to your contacts list! Clarins@newsletters.clarins.com
09 I forgot my user ID or my password.
10 How can I update my profile?
11 Why is my phone number required?
12 How can I change my delivery address?
13 Can I ship my order to an address other than my home address?
14 Can I ship my order outside of Canada?
15 How quickly can I receive my order?
Regular – pickup at post office: 2-10 Business Days
Regular – delivered to home: 2-10 Business Days
Xpresspost: 1-3 Business Days
Priority: 1-2 Business Days
*Delivery to some remote addresses may require up to 2 additional days.
16 How do I pay for my order?
17 Is my online payment secure?
18 What should I do if I can’t complete the checkout process?
19 What can I do if my payment is declined?
20 When will a payment be deducted from my credit card account?
21 How will I know my order has been received?
22 How can I check the status of my order?
23 Where can I find my order number?
24 How do I change or cancel an order?
25 I haven’t received my order
26 The order I received doesn’t match the one I placed.
27 How do I make a return or exchange?
28 How do I return a damaged product?
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.
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.