FAQS
Discover our most Frequently Asked Questions below.
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. 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, which you are able to select at checkout* 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.**
*Checkout samples are subject to availability, whilst stocks last. A maximum of three checkout samples can be selected at the cart stage of the checkout.
**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. Simply enter your preferred area to find the addresses of Kiehl's stores and retail partners most convenient for you
How can I change or cancel my order?
Once an order has been placed, operationally we have a fast turnover for order processing, so we are unable to cancel or modify orders. We are sorry for any inconvenience this may cause. If you wish to cancel your order, you are able to refuse the order at the door when it is delivered. Once the parcel has been returned to us we can then begin the refund process. This does not affect your statutory rights. Please read our E-Commerce Terms & Conditions of Sale for further information.
What can I do if I forgot my password or I want to reset it?
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 inbox.
Should you have additional questions or concerns regarding your password, email us using our online Contact Form.
To contact us by phone please call: 0800 587 0830. Our team are available Monday to Friday between 9am and 5.30pm and Saturday between 9am and 12pm (excl. Public Holidays).
How do I use Klarna?
Kiehl’s offers Klarna as a payment option at checkout. If you have any questions about your Klarna account, payments or experience, please contact Klarna Customer Service. They are best placed to handle your request. Our Customer Care teams do not have access to your Klarna account and can only provide limited support on this payment method.
1. What is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. They offer buy now, pay later options which Kiehl’s offer as a payment checkout method, including 3 split payments.
We encourage you to spend responsibly and within your means. If you foresee a change in your financial circumstances, consider whether deferring payment is a sensible option. For more information on money guidance visit https://www.klarna.com/uk/customer-service/i-need-extra-support-to-help-manage-my-finances-what-resources-are-available-to-me/
2. Does Klarna have requirements?
You must be 18+, a UK resident with a UK bank account to checkout with Klarna on Kiehls.co.uk. To avoid errors, check your details are entered correctly: name, billing address, phone number, date of birth. Klarna will run a soft-search assessment that will not affect your credit rating. Kiehl’s has no bearing on whether you are accepted by Klarna to use their service. #
3. How does Klarna work?
Proceed to checkout with your order basket. Choose Klarna Pay Later or Klarna Pay in 3 Instalments as a payment method. Once your order is confirmed, you’ll receive an email from Klarna with payment instructions to let you know when and how you will need to pay. Please make sure your email is entered correctly and you add Klarna to your safe sender list. Kiehl’s will send your order confirmation and ship your order to you as normal.
4. How do I manage payments with Klarna?
Via Klarna’s App or Klarna.com. To manage payments, amend your account or review your preferred payment methods login to Klarna.com (Private Login) or download the Klarna App on Apple or Google app stores. For help or advice, simply contact Klarna Customer Service.
5. Pay Later in 3.
Select ‘Pay Later In 3’ at checkout (minimum spend of £35 required) and your order will be sliced into 3 equal instalments by Klarna. The first payment is collected when the order is shipped. The remaining two payments will be automatically collected in 30 and 60 days by Klarna with no fees.
6. Pay 30 Days Later.
Select ‘Pay Later’ at the checkout. Klarna will send you an email to remind you when your payment is due.
7. I've cancelled my order - when will I receive my refund?
If you've cancelled your order before we’ve shipped, then we won't have taken any money for your order. We only take the money for an order once it's been dispatched. You'll receive an updated version of your Klarna invoice within 24 hours of the order being cancelled.
8. I've returned my order - when will I receive my refund?
If you've returned all or part of your order back to us, Klarna will issue you with an updated statement as soon as we process your return. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely. If you have any questions about your Klarna account, please contact Klarna Customer Service.
9. I've paid with Klarna - can I return my order to a store?
Please note that orders paid for with Klarna cannot be returned to a store or counter for refund or exchange. If you would like to return your order, please request an online return.
10. What happens if I don’t pay for my order?
If you do not pay for your order on time by the due date, you shall no longer be able to access Klarna’s payment options for future purchases. For purchases where payments are frequently missed, Klarna may use debt collection agencies to recover your outstanding balance.
What is your animal testing policy?
Thank you for your interest in Kiehl's, a brand of L’Oreal Group.
L’Oreal 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.
Please see the following link for more information on the L’Oreal Group website - Our alternative methods to animal testing
