Contact Us

POPULAR QUESTIONS

How do I contact Kiehl's?

The Kiehl’s team would be delighted to assist you by email, phone and now Live Chat.

To contact us by email please write to us at service@kiehls.co.uk

To contact us by phone please call: 0800 587 0830 for Online Ordering queries. Our team are available Monday to Friday between 8am and 6pm.

If you have a query regarding product advice or you have a question regarding our stores please contact us on 0800 587 0830.

You can now chat live with one of our experts who would be delighted to assist you with any online order queries or product advice and recommendations. Live Chat is available between 2pm and 10pm Monday to Friday. To chat with one of our advisors, click the large black ‘Live Chat’ icon on the right hand side of the screen.

Please note, Live Chat may not be available on all browsers / devices but we are working hard to make this available everywhere as soon as possible.

If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”). You may do this using the electronic complaint form found at: http://ec.europa.eu/odr.

Where Can I Buy Kiehl's Products?

You may purchase our products on this website or at Kiehl's freestanding stores and selected department stores throughout the U.K. & Ireland.

To locate your nearest Kiehl's store, we invite you to use our Store Locator by clicking here. Simply enter your preferred area to find the addresses of Kiehl's stores and retail partners most convenient for you.

Can you send samples of your products?

At Kiehls.co.uk we offer 3 samples with every online order. We also invite you to visit us at one of our Kiehl’s counters for a complimentary skincare consultation complete with samples of the Kiehl's formulas most appropriate for you.*

*Subject to availability of the Kiehl’s Customer Representative and availability of stock levels. This offer is only available within store opening hours. Samples range from 1.5ml – 65ml.

To locate your nearest Kiehl's store, we invite you to use our Store Locator by clicking here. Simply enter your preferred area to find the addresses of Kiehl's stores and retail partners most convenient for you.

How can I cancel my order?

To cancel a Contract of sale, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our Website. If you use this method we will email you to confirm we have received your cancellation.

You can also email us at service@kiehls.co.uk or contact our Customer Services team by telephone on 0800 587 0830 or by post to:
Internet Returns
Unit 22
Sentinel drive
Annesley
NG15 0DF

If you are emailing us or writing to us please include details of your order to help us to identify it, including the order reference number (starting GB-EN…). If you send us your cancellation notice by email or post, then your cancellation notice is effective from the date you send us the email or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last date of the cancellation period or email us before midnight on that day.

1.1. If you cancel your Contract we will:
a) refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a brick and mortar shop;

b) refund, where the full order is returned, any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-5 working days at one cost but you choose to have the Product delivered within 1-2 working days at a higher cost, then we will only refund what you would have paid for the cheaper delivery option;

c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

i. if you have received your Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us see below;

ii. if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

1.2. If you have returned the Products to us under this clause because they are faulty or mis-described, we will examine the Product as quickly as possible. If the non-compliant nature of the Product is confirmed by us, we will refund the price of the Product in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us (upon production of an applicable receipt).

1.3. We will refund you using the same means of payment you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. L’Oréal may withhold reimbursement until L’Oréal has received the Products back or you have supplied evidence of having sent back the Products, whichever is earliest.

1.4. If a Product has been delivered to you before you decide to cancel your Contract:

a) then you must return it to us without undue delay (and in the meanwhile retain possession of the Products and take reasonable care of them) and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. You must send it back accompanied with the returns note, to the below address:

Internet Returns
Unit 22
Sentinel drive
Annesley
NG15 0DF

If you fail to return any Product the direct cost of recovery of that Product by L’Oréal shall be borne by you. You shall assume all reasonable risks linked to the return of Product(s).

b) Unless the Product is faulty or not as described (in this case see below), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that these costs should not exceed £10 (ten pounds sterling) if sent by special delivery from within the United Kingdom. L’Oréal does not accept returns with delivery charges due.

1.5. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with the Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause or anything else in the General Conditions of Sale. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

1.6. The right of cancellation can only be exercised by you, the purchaser of the Product, and not by a third party.

What can I do if I forgot or want to reset my password?

When re-setting your password, visit the sign-in page at the top left, then click “Forgot Your Password?”. Enter your email address and your password will be sent to your email inbox.

Should you have additional questions or concerns regarding your password, email us at service@kiehls.co.uk.

To contact us by phone please call: 0800 587 0830. Our team are available Monday to Friday between 8am and 6pm.

What is your animal testing policy?

Thank you for your interest in Kiehl’s, a brand of L’Oreal Group.

L’Oréal no longer tests its products or ingredients on animals anywhere in the world nor does L’Oreal delegate this task to others. An exception would only be made if authorities demanded it for safety or regulatory purposes .

For complete information on this subject please visit: http://www.loreal.com/csr-commitments/l%E2%80%99or%C3%A9al-answers.