Delivery & Returns
Dear Customer, Royal Mail Industrial strikes have been ongoing since August and we are working with various carrier partners to endeavour to get your delivery to you within the nominated time period. Whilst we hope it will not be the case, please be wary that there may be potential onset carrier delays as a result. *The L'Oreal Group bears no responsibility for delays caused by extenuating circumstances. It's always our goal to make your ordering process as efficient as possible. Learn all about our delivery policies and procedures below, and note our unique Kiehl's Since 1851 Guarantee, created to ensure that you are always pleased with your purchases.
We are delighted to offer Free Standard UK Delivery on orders over £25.
Delivery Updates
Whilst we will always endeavour to get your delivery to you within the nominated time period, please note there may be a delay over periods of high demand (e.g. Black Friday and Christmas). The L’Oreal Group also bears no responsibility for delays caused by extenuating circumstances (i.e. adverse weather, force majeure).Delivery Exclusions
Unfortunately we cannot ship orders to the Republic of Ireland, Channel Islands or Isle of Man. Orders for which a p.o box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.Delivery Methods
Delivery costs are displayed in the table below and also in the Delivery & Payment section of this websites checkout.
| DELIVERY OPTION | ESTIMATED DELIVERY TIME | DELIVERY CHARGE |
|---|---|---|
| Standard Delivery | 3-5 working days | £3, free on orders over £25 |
| Next Day Delivery | Next working day**† | £6.95 |
| Saturday Delivery | Saturday after you place your order***† | £9.95 |
** If order is placed before 12pm on a working day. If order is placed after 12pm or on any non-working day then estimated delivery will be on the second working day.
*** If order is placed before 12pm on Friday and that Friday is a working day. If order is placed after this time then estimated delivery will be on the second Saturday.
† Please note that for delivery to Northern Ireland, Scottish Highlands, islands, Aberdeen and other rural areas an extra working day needs to be taken into account for these delivery options. For these areas, delivery by the “Next Day Delivery” option will be on the third working day, and for delivery by the “Saturday Delivery” option orders must be placed by 12pm on Thursday (which must be a working day).
Once your order and payment have been validated, you will receive an initial order confirmation email from Kiehl’s to acknowledge your order. Once your order has been prepared and dispatched, you will receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a parcel number.
Delivery Partners
Your order will be sent via Royal Mail.
By clicking on the link to our delivery partner Royal Mail in the order dispatch e-mail, you will be able to track your parcel. See the link here - Royal Mail - Track Your Parcel.
Once an order has been placed we are not able to amend or cancel the order as operationally we have a fast turnover for order processing. 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.
Delivery & Returns Updates
During Promotional & Festive period, some returns may take longer to come back to us. Please be assured we will do our best to issue the refund within our usual timelines. Orders purchased between 26th November - 31st December have an extended return timeline until 31st January. For eligibility and full returns policy read our T&C's.
You may change your mind about and cancel any order purchased from us online at any time from the date on which we email you to confirm that the order has been dispatched until twenty eighth (28) calendar days after you receive the product. For example: if we provide you with a dispatch confirmation email on 1 January and you receive the product on 10 January, you may cancel at any time between 1 January and the end of the day on 7 February.
We will notify you by email as soon as possible to acknowledge receipt of your order and to provide you with an order number. Order acknowledgement or confirmation emails confirm only that we have received your order and not that we have accepted it. Once we have acknowledged receipt of your order, we will check that we have your product(s) in stock.
This does not apply to products which:
(a) are not suitable for return due to health protection or hygiene reasons.
(b) become unsealed after delivery (e.g. for perfume, if the sealed packaging has been opened).
(c) have been clearly personalised (such as by being engraved).
(d) by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described.
If you are not satisfied with your purchase and would like to return anything from Kiehls.co.uk or one of our free-standing stores, you may return your order within 28 days, for a refund and Kiehl’s will refund the actual price paid excluding delivery fees (if any applicable) via the original payment method used. Incomplete or late submissions will not be accepted.
a) Online Returns: To return orders purchased from Kiehls.co.uk, you can use our free return service with RM, withing 28 days of the receipt of your order.
a. Complete our returns form and print the form to have it ready to include inside your returns package.
b. Follow the link to RM returns page to access your free returns label via email
c. Print the returns label you receive to your email address
d. Drop off your parcel at the nearest RM drop off point
b) In-Store Returns: Items purchased in a Kiehl's free-standing store in the UK or ROI may be returned to any of the Kiehl's free-standing stores within 28 days of purchase. For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return. For Kiehl's products purchased in all other locations (including Kiehl’s concessions within department stores or Kiehl’s concessions at airports), the relevant store policy will apply, and customers should ask the original point of sale for details.
If you buy Kiehl's products from unauthorised retailers or other unauthorised sources, we regret that we cannot offer a refund or otherwise assist you with any problems that you may encounter.
If you have received your product before you changed your mind you must return it to us unopened and unsealed without undue delay (and in the meanwhile retain possession of the product and take reasonable care of them) using our online returns form in accordance with our returns policy.
If you fail to return any product the direct cost of recovery of that product by us shall be borne by you. You shall assume all reasonable risks linked to the return of product(s).
Receiving a refund for your orders when you change your mind
Where the full order is returned undamaged and unused using our online returns form , we will refund any delivery costs you have paid to receive the product from us (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(a) if you have received your product and decided to return back to us: 28 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.
(b) if you have not received the product or you have received it and decided to return to us: 28 days after you inform us of your decision to cancel the Contract.
Returning a product because it has a fault or is not as described
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 Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
If you have returned the product to us because they are faulty or not as 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.
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. We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products, whichever is earliest.
Gift With Purchase Returns (Online/In-Store purchases)
If you received a free product or gift with your purchase, your return will only be authorised if the free product or gift is returned alongside the returned product.
Exchanges
We accept exchanges in respect of products purchased from Kiehls.co.uk or one of our free standing Kiehl’s stores in the UK or ROI. If you would like to exchange a Kiehl’s product, simply visit any Kiehl’s free standing store in the UK or ROI where you may exchange your product for one of equal monetary value or higher and pay the difference. Please note that it is not possible to exchange any Kiehl’s products purchased from either www.Kiehls.co.uk or our free-standing Kiehl’s stores in the UK, in any of the following: (a) Kiehl’s concessions within department stores; or (b) Kiehl’s concessions or stores at airports. Should you require any further information regarding the return or exchange of any Kiehl's products, please do not hesitate to email us using our online Contact Form and it would be our pleasure to assist you.
Get in touch with our Customer care team by Contact Us form Contact reason to choose – ‘Online Returns’ If you are reporting damaged or defective item, please attach photographic evidence of the product affected when submitting the form.
You can only order products from the website in the country in which you reside. Kiehl's currently offers ecommerce websites in Canada, France, Singapore, China, Australia, Korea, Taiwan, Germany, Spain & the United States of America.
Unfortunately we do not offer an international product online mail order service at this time.
At Kiehl’s, we stand behind our service, our products and our customers. That is why we have a 100% satisfaction guarantee behind every purchase. If for any reason you are not fully satisfied with any purchase from us you may return any of our products, to the original point of purchase, for a money-back guarantee.*
*For a full refund on Kiehls.co.uk, please email us using our online Contact Form within 28 days of receipt. Please keep the product & delivery note for a refund. Valid for UK Residents 18+. Full general Conditions of Sales available here