DELIVERY & RETURNS

DELIVERY & RETURNS

Receive Your Delivery In Time For Christmas

Order via Australia Post Standard Shipping by 10th December 2020, Order via Australia Post Express Shipping by 18th December 2020



RETURNS POLICY

  1. What is your returns policy?

    Have you changed your mind?

    At Clarins, we always want you to have the best possible experience when you shop online at Clarins.com.au. We accept returns for unused items purchased on the website at clarins.com.au. We are unable to accept an item that has been opened, unless the product is damaged or defective. In case of a damaged, defective, or incorrect item, please contact our customer service center at 1800 861 888.
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    Your satisfaction is of the highest importance to us, and we're pleased to give you the option to return your order free of charge.

    How to Return Your Order
    1. Please contact Customer Care to explain the reason for the return and confirm the item number and quantity of the return product.
    2. Customer Care will send you the return form that includes the return address and a Advanced Shipping Notice (ASN) number to ensure a fast return process.
    3. Carefully pack your return with this packing list and the Customer Care Return Form, in the original package to prevent damage during transit and ensure the timely processing of your refund.
    4. Indicate the ASN number on the box, and send the box back to us via a carrier of your choice to the appointed return address which will be provided by our customer service. For security and peace of mind, we strongly recommend that you use registered post as we are not liable for lost return parcels.
  2. When will I be refunded?

    Returns are processed and refunded by our team within 10 days of receipt of your package at our warehouse.

    My package has been returned to your warehouse but I haven't received a refund confirmation email within 10 days?

    We ask you to contact our customer service team via our contact page.

    Please have your order and return number ready to facilitate your request.
  3. Do you offer exchanges?

    No, we only offer refunds for returned products.

    To buy the product you would like, we ask that you place a new order.
  4. Is it free to return my order?

    Delivery costs are non-refundable for change of mind returns.

DELIVERY METHODS, TIMES & COSTS

  1. Which delivery methods do you offer?

    We offer Express and Standard Australia Post Delivery.
  2. Can I have my order delivered to an address which is different to my home address?

    When placing an order you may enter different delivery and billing addresses. The order will be delivered to the delivery address provided. Packages are delivered in a discrete package and without pricing information; you will receive your tax invoice in the order confirmation email. If you have an account, you can also create, change and save multiple addresses in your address book.
  3. Which destinations are covered?

    Clarins.com.au ship within Australia only.
  4. COVID-19: Deliveries continuing with extended periods

    We continue to ensure the preparation of your orders placed online. Please be assured that we have taken all the necessary measures to protect the safety of Clarins teams and our partners, as well as your safety.

    As a result of the new safety and distancing instructions, preparation time has been extended from 1 to 2 days.

    Delivery times have also been extended from 2 to 10 days. Orders placed online will be received within 7 working days on average. Thank you for your patience.
  5. Is it free to return my order?

    Delivery costs are non-refundable for change of mind returns.
  6. Christmas delivery times

    Order via Australia Post Standard Shipping by 10th December 2020, Order via Australia Post Express Shipping by 18th December 2020

MODIFY MY DELIVERY

  1. Australia Post: how can I change my delivery address?

    If the delivery address for your order is incorrect, once your package is with the delivery service, unfortunately it can not be changed.

TRACK MY DELIVERY

  1. How do I track the delivery of my package?

    You will receive a confirmation email from Clarins, once your order is received. If you do not receive this email within 24 hours please contact our customer service center for assistance at 1800 861 888 or via email.

    You will receive another e-mail containing tracking information, once your order is delivered. If you have a Clarins account, you can track the status of your order by clicking on “Orders” within the My Account section. On average, your order should take between 1 and 7 business days to arrive.
  2. When will my order be delivered?

    COVID-19 Shipping Update
    Due to high demand we are experiencing some delays in processing and shipping orders. You may experience a delay in receiving your shipment. We apologise for any inconvenience this may cause. Thank you for your continued support during this difficult time Dispatch times: Within 2-5 business days.
    Delivery Times: Within 5-10 business days up to 15 days to Western Australia.
  3. I haven’t received a tracking number

    An email dispatch confirmation is sent as soon as your package has been picked up by the delivery service selected. If you have not received this email, first check it hasn't gone into your junk mail

    If this is not the case, we invite you to go to "My Account", then to "My Orders", and in "My Products and Samples", you will find :

    - Your order status

    - Summary of products ordered

    - A link to "Track Your Order"

TRACK MY RETURN

  1. My package is being returned; when will I get my money back?

    Returns are processed and refunded by our team within 10 days of receipt of your package at our warehouse.

    My package has been returned to your warehouse but I haven't received a refund confirmation email within 10 days?

    We ask you to contact our customer service team via our contact page.

    Please have your order and return number ready to facilitate your request.
  2. I paid by gift card; how will I be reimbursed?

    For any returned order paid by gift card, a new gift card will be issued.
  3. My order has not been delivered and returned; what can I do?

    If the delivery service was unable to deliver your package, your package will be returned to us.

    Contact customer care.
  4. COVID-19 Returns and Refunds

    The returns period will be extended by 14 days at the end of the confinement period (regardless of the given period).

    Refunds will be made automatically within 14 days upon receipt at our warehouse. If your package cannot be delivered due to the announcement of new restriction zones, the package will be returned to the warehouse and you will be refunded. We will invite you to place an order at the end of the confinement period.
  5. I returned a product/an order but I haven’t heard anything.

    Returns take 1 to 2 weeks to process. If several weeks have passed since your return, and you have not received a replacement or refund, please contact our Customer Care on 1800 861 888 from 9:00am-5:00pm AEST Monday - Friday (excluding public holidays). You may also contact us via email.