E-Commerce Terms & Conditions of Sale
Please read these Terms of Sale carefully and make sure that you understand them before you create an account or submit an order before you purchase any product on the Website.
These Terms of Sale tell you who we are, how we will provide the products, how you may cancel the contract between us or return products, how we may change or end the contract, what to do if there is a problem, and other important information.
In these Terms of Sale the terms “L'Oréal”, “we”, “us” or “our” refer to L'Oréal (UK) Limited, acting through its trading division Kiehl’s and “you” refers to you, the user of the Website.
The contract between us and you
By accepting these Terms of Sale, you also accept and agree to be bound by any other policies and rules which govern your use of our services (which are incorporated by reference), as may be updated from time to time, including our:
(b) Returns Policy
These Terms also refer to the following additional documents, which also apply to your use of the Website:
(d) Cookies Policy
Each product on the Website is sold subject to its product description. The product description may set out specific conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.
On accepting these Terms of Sale and the policies and rules incorporated by reference, you are concluding and confirming a legally binding contract with us. Your acceptance is indicated by your clicking on the ‘check box’ and on the ‘I Accept’ button’ as provided on the registration page.
If you are not willing to be bound by these Terms of Sale and the other applicable rules and policies incorporated by reference, please do not click on the "check box" and/or on the "continue" button and do not use the Website to purchase products.
We recommend that you download or save a copy of these Terms of Sale for future reference.
The products available on the Website are offered for sale by L'Oréal (UK) Limited, acting through its trading division Kiehl’s, a company incorporated in England and Wales with registered number 271555. L’Oréal’s registered office and main trading address is located at Gateway Central, 187 Wood Lane, London, W12 7SA. Our VAT number is GB 438506540.
You can contact us by telephoning our Customer Services team at 0800 917 1846, filling in our online Contact Form or writing to us at:
If you are emailing us or writing to us in relation to a specific order, please include details of your order to help us to identify it, including your order reference number (starting KIE...). If we need to contact you or give you notice in writing, we will do so by email or pre-paid post to the address you provide to us when you placed your order.
Eligibility to purchase products from this Website
We only deliver to addresses within the United Kingdom [excluding the Republic of Ireland, Channel Islands and Isle of Man]. [Please note that we do not deliver to P.O. box delivery addresses]. If you are accessing this Website from outside the United Kingdom, you should visit your local website instead. Orders that are placed for delivery to addresses in other locations will be automatically rejected during the order process.
This Website is directed at users located in the United Kingdom [excluding the Channel Islands and Isle of Man]. We do not represent that products available on this Website are appropriate for use or available in other locations.
The products available for sale on this Website, and any samples we may provide to you, are for personal use only. You should not purchase products for commercial or professional purposes.
Orders of products are limited to no more than 5 of any item, with a maximum purchase of £500 per customer.
We take all reasonable care to ensure that all details, product descriptions and prices of products are accurate. Although we aim to keep the Website as up to date as possible, the information appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order.
Images of products on our Website are for illustrative purposes only. While we make every effort to ensure that colours and images are displayed accurately, we cannot guarantee that your device displays the colour and shades of our products accurately. The products that you order and the packaging of those products may vary from the images on the Website.
By placing an order through this Website you warrant that you are at least eighteen (18) years old and that you are capable of entering into legally binding contracts.
The contract between us will be concluded when we email you to confirm that the product(s) have been dispatched. The contract for your order will be concluded in the United Kingdom, and the language of the contract will be English.
If we are unable to supply you with a product or your order cannot be accepted we will inform you of this as soon as possible.
In some cases we may not be able to accept an order. For example, this might be because a product is out of stock, because we have identified an error in the price or description, we have been unable to obtain authorisation for your payment, or you do not meet the eligibility to order criteria. We reserve the right to cancel or suspend any transaction we suspect is fraudulent or has been made for commercial or professional purposes.
We will, where possible give you the option to order a different product of the same type or alternatively, to cancel your order. Should you opt to cancel your order no charge will be made to your credit card and, in the event that we have already taken payment, a full refund will be made to your original payment method. Please note that it can take up to [seven working] days for funds to be transferred to your bank account.
We may include samples in your order at our discretion. Unless such samples are advertised on the Website as being linked to a purchase (in which case specific terms and conditions will govern the dissemination of those samples), such discretionary samples are subject to availability and available at our discretion. You may not sell or resell any of the samples you receive from us.
Where advertised as available, gift packaging and gift messages options are subject to the terms and conditions that govern those services. You agree not to send personal gift card messages with content that is threatening, embarrassing, abusive, harassing, obscene, hateful or otherwise inappropriate.
Cancelling an order if you have changed your mind
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.
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.
The prices of the products are given in pounds sterling and are inclusive of VAT. We use our best efforts to ensure that the prices of the products are correct at the time of completing an order.
The final price payable by you for the product will be the price indicated on the page that is shown to you immediately before you place your order on the Website and in your order dispatch confirmation email.
We accept payment with MasterCard, VISA, Maestro and American Express debit cards. All payments must be made at the time when the order is placed. Your credit or debit card will be charged when your order is ready for dispatch.
We use third party payment providers to receive payments. We are not responsible for delays or errors in transaction, execution or cancellation of orders due to payment issues.
Orders are prepared by our logistics centre, then dispatched by the carrier nominated by us. The estimated delivery or collection date will be included in the dispatch confirmation sent to you. The estimated delivery times set out below are from the date on which you place your order. Please note that the delivery/ collection time-frames are an estimate only.
The charge for Next Day Delivery* is £6.95 per delivery and the charge for Saturday Delivery* is £9.95.
Delivery costs are also displayed in the Delivery & Payment section of this websites checkout.
|DELIVERY OPTION||ESTIMATED DELIVERY TIME||DELIVERY CHARGE|
|Standard Delivery||3-5 working days||£3, or free when you spend £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).
(a) We will not be liable or responsible if your delivery is affected by an event outside our control including in the event of overly long delivery time caused by the transportation services, and in the event of the loss of the products ordered. If a delivery is late, you must inform the Kiehl’s Customer Services team as soon as possible, by e-mail sent to [email protected]. We shall then contact its chosen carrier in order to initiate an enquiry. Enquiries may take some time.
(b) Upon receipt of products ordered, you must check that products are compliant. Any delivery anomalies (missing or broken products, parcel damaged, etc.) must be noted by you on the form presented to you when the parcel is delivered and must be notified to the Kiehl’s Customer Services team, on the returns form provided or by e-mail sent to ukconsumeradvic[email protected], specifying which product does not match the order.
(c) If we miss the estimated delivery time for any products then you may cancel your order immediately if any of the following apply:
(i) we have refused to deliver the products;
(ii) delivery within the estimated time was essential (taking into account all the relevant circumstances); and
(iii) you communicated this to us before we accepted your order.
(d) If we miss the estimated delivery time for any products and you do not wish to cancel your order immediately, or do not have the right to do so, you can give us a new time for delivery, which must be reasonable, and you can cancel your order if we do not meet the new time.
(e) If you do choose to cancel your order for late delivery you can do so for just some of the products or all of them, unless splitting them up would significantly reduce their value. If the products have been delivered to you, you will have to return them to us, and we will pay the reasonable costs of this, subject to inclusion of an applicable returns delivery receipt. After you cancel your order we will refund any sums you have paid to us for the cancelled products and their delivery.
We may update these Terms from time to time, for example to reflect changes in the law or to meet regulatory requirements, and reserve the right to do so at any time without any prior written notice to you. Your continued use of the Website subsequent to the posting of changes or updates shall mean that you accept and agree to the revisions, but we recommend that every time you order products from the Website that you check these Terms to ensure you understand the terms which will apply at that time which will apply to the Contract between us.
If we have to revise these Terms as they apply to an existing order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes.
If our supply of the products is delayed by an event outside of our control then we will contact you as soon as possible to let you know that a delay may occur, and we will take steps to minimise the effect of the delay. We will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products for which you have paid for but have not received.
We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.
If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
These Terms and the dispatch confirmation sent to you together form a contractual whole and constitute the entirety of the contractual relations between us.
In the event of a contradiction between these documents, these Terms shall prevail.
These Terms are governed by English law and you can bring legal proceedings in respect of these Terms in the English courts. If you live in Scotland you can bring legal proceedings in respect of these Terms in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Norther Irish or the English courts.
Thank you for shopping at www.kiehls.co.uk.
We are responsible to you for foreseeable loss and damaged caused by us. If we fail to comply with our obligations under these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking this Contract, or our failure to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
Nothing in these Terms of Sale shall limit or exclude our liability;
(i) for death or personal injury caused by our negligence or
(ii) fraudulent misrepresentation or
(iii) any other liability which cannot be excluded or limited under applicable law.
Nothing in these Terms of Sale affects your statutory rights as a consumer including your statutory rights relating to faulty or misdescribed goods. For further information about your statutory rights in the UK & ROI, contact your local authority Trading Standards Department or Citizen’s Advice Bureau.