Delivery & Returns
At Kiehl’s it’s our goal to make your ordering process as efficient as possible. Learn about our shipping policies and procedures below, and note our unique Kiehl’s Since 1851 Guarantee, created to ensure that you are always pleased with your purchases.
DELIVERY METHODS & RATES
We are delighted to offer Free Standard UK Delivery on all orders, with no minimum spend.
Delivery UpdatesPlease be aware that for orders shipping to Northern Ireland, there may be a delay in delivery for orders placed from 28th December 2020 – 06th January 2021. This is due to implications surrounding the UK’s withdrawal from the European Union on 01/01/2021
Due to new Brexit regulations, unfortunately our delivery partner is currently unable to deliver any orders containing fragrance products to Northern Ireland.
We are working with our Delivery Partner to resolve this.
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 ExclusionsUnfortunately 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 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||Free, no minimum spend|
|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).
ORDER STATUS & DELIVERY PARTNERS
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.
Depending on the size of the parcel, your order may be sent via Royal Mail rather than DPD. Smaller packages are likely to be sent with Royal Mail.
By clicking on the link to our delivery partner DPD or Royal Mail in the order dispatch e-mail, you will be able to track your parcel. See the links here - DPD - Track Your Parcel and Royal Mail - Track Your Parcel. With DPD, if the delivery date does not suit you, you will then have the option to change this using the tracking link provided.
For added convenience and extra services, you can download the DPD App. You can track your delivery to see exactly where the driver is on the in-app map. With push notifications through the app, DPD can notify you when your driver is 30 minutes away. If you’re not going to be in, you can pick the best alternative option for you: collect from a pickup shop; deliver to a safe place; deliver to a neighbour or change the delivery day. If you return home and your delivery has been missed, the driver will attempt a second delivery at a later date.
CHANGE SUBMITTED ORDERS
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.
RETURNS & EXCHANGES
Extended Returns Policy - 90 DaysIn light of the current circumstances, we have extended our returns policy from 28 days to 90 until further notice. This applies to all purchases made on our website. If you wish to return your purchase for any reason, please contact us using our online Contact Us Form, stating your order number, reasons for return and the date the order was returned. All other terms and conditions related to returns and refunds applies.
Returns PolicyIf you 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. If you placed the order online, you must pay the cost of returning goods. The exception is if the products are non-compliant.
To return orders placed online, please email us using our online Contact Form within 28 days of the receipt of your order and return the products to the address shown in the returns form that came with your order.
Items purchased in a Kiehl's free-standing store may be returned to any of the Kiehl's free-standing stores. For Kiehl's products purchased in all other locations, the relevant store policy will apply and customers should ask the original point of sale for details.
For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return. 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.
ExchangesWe 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.
REPORT ORDER PROBLEM
If you have an issue with your order you have a number of ways to contact us. If you prefer to email us, you can use our online Contact Form. Alternatively, please call Kiehl’s customer services on 0800 587 0830.
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.
KIEHL’S SINCE 1851 GUARANTEE
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