Delivery & Returns

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.

Delivery Methods & Rates

We are delighted to offer FREE UK STANDARD DELIVERY on all orders. The charge for Next Day Delivery* is £6.95 per delivery and the charge for Saturday Delivery* is £9.95.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). L’Oreal Group also bears no responsibility for delays caused by extenuating circumstances (i.e. adverse weather, force majeure).

*Excludes certain areas

From time to time we may offer free UK express delivery to our Patrons.

Delivery costs will be displayed on the checkout page of the Website.

Delivery Option Estimated Delivery Time
Standard Delivery 3-5 working days
Next Day Delivery Next working day**†
Saturday Delivery Saturday after you place your order***†

** 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 with DPD

When your order and payment have been validated, Kiehl’s sends an initial e-mail to acknowledge your order.

Once your order has been prepared and despatched, you will receive an order despatch confirmation by e-mail. In this second e-mail, you will find a parcel number.

By clicking on the link to our delivery partner DPD in this e-mail, you will be able to track your parcel. Also see the link here -

If the delivery date does not suit you, you now have the option to change this using the tracking link provided.

For added convenience and extra services 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 pick the best option for you: collect from pickup shop; deliver to a safe place; deliver to a neighbour or change the delivery day. If you return home and you delivery has been missed, the driver will attempt a second delivery at a later date.

Change Submitted Orders

Once the order has been placed we will not be able to amend or cancel the order as we have a really fast turn over time. If you wish to cancel the order please refuse the order at the door and once we have received the parcel we will start the process of refunding the money.

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 please write to, alternatively, please call Kiehl’s customer services by calling 0800 587 0830.

You can now also chat live with one of our experts who would be delighted to assist you. 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.

Returns & Exchanges

If you would like to return anything from 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, you must email 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.

If you should need further information regarding the return of any Kiehl's products, please do not hesitate to email us at and it would be our pleasure to assist you.

International Delivery

You have reached the UK website and although our products are sold worldwide, we are unable to assist with inquiries from outside the United Kingdom.

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 email within 28 days of receipt. Keep product & delivery note for refund. Valid for UK Residents 18+. 1 refund per person per household. Full general Conditions of Sales available here