Contact Us | FAQ


FAQ

01. What products are available on the Clarins site?

02. How do I place an order online?

03. How many orders can I place on the same day on Clarins.com? 

04. Do I have to register with Clarins.com to place an order?

05. How do I register for an account?

06. Is my personal information secure?

07. How can I unsuscribe from email newsletters?

08. Why am I not receiving the email newsletters?

09. I forgot my user ID or my pass?

10. How can I update my profile?

11. Why is my phone number required?

12. How can I change my delivery address?

13. Can I ship my order to an address other than my home address?

14. Can I ship my order outside the U.S?

15. How quickly can I receive my order?

16. How do I pay for my order?

17. Is my online payment secure?

18. What should I do if I can’t complete the checkout process? 

19. What can I do if my payment is declined?

20. When will a payment be deducted from my credit card account?

21. How will I know my order has been received?

22. How can I check the status of my order?

23. Where can I find my order number?

24. How do I change or cancel an order?

25. I haven’t received my order.

26. The order I received doesn’t match the one I placed.

27. How do I make a return or exchange?

28. How do I return a damaged product?

29. I returned a product/an order but I haven’t heard anything.

30. How are refunds issued?

31. How do I use Clarins products?

32. How can I find the right products for me?

33. What types of ingredients are used in Clarins products?

34. Can I combine my loyalty coupon with a promotion code?

35. My question isn’t listed.

 

  FAQ ANSWERS

01. What products are available on the Clarins site?
You will find the newest products as well as beauty-award winning skincare, sun care, color cosmetics, men’s products and fragrance on Clarins.com. You can also find our products at fine department and specialty stores worldwide. To find a Clarins retail location near you, please visit our store locator.

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02. How do I place an order online?
To place an order, click the "add to cart" button next to any product you wish to purchase. When you have added all products you want to order into your cart, click on the "proceed to checkout" button to begin the checkout process. The site will guide you through the necessary steps to gather pertinent information to get your order to you accurately and promptly. If you need assistance with your order, please contact Clarins customer service at 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays).

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03. How many orders can I place on the same day on Clarins.com?
For your protection, a customer may place up to 3 orders on Clarins.com within a 24 hour period. If you have any questions or concerns please contact our customer service center at 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays). You may also contact us via email.

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04. Do I have to register with Clarins.com to place an order?
You can place an order without registering, however having a personal account allows you to track orders, review your order history and rewards points.  You will save time when placing future orders by not having to re-enter your basic details. 

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05. How do I register for an account?
Setting up your account is fast and easy. Simply click the register link in the Sign In/Register area, enter the information required and click OK. 

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06. Is my personal information secure?
The information you supply is confidential. Personal information will only be used by Clarins for order shipments or customer service. Your credit card details are secured by SSL-encrypted technology and will never be stored online or accessed without your permission. 

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07. How can I unsubscribe from email newsletters?
You can change your account preferences at any time by updating your personal data in the My Account section or by simply clicking the "unsubscribe" link at the bottom of any email you receive from us.

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08. Why am I not receiving the email newsletters?
Occasionally, changes from your email provider may prevent you from receiving the Clarins newsletters you have registered for. Follow these simple steps to be sure Clarins' emails are reaching your inbox!

1. Register for our emails at Clarins.com

2. Visit the Spam section of your email account and search "clarins"

3. Find any Clarins email and click "Not Spam" at the top of the page

You can also add us to your contacts list! Clarins@newsletters.clarins.com 

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09. I forgot my user ID or my password.
You can request a new password from the Sign In section of the site. Click on the “forgotten password” link, enter your email address and confirm your request. A new password will be emailed to you. 

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10. How can I update my profile?
You can change or update personal data within the account settings of the My Account section.

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11. Why is my phone number required?
A contact phone number is required by most shipping carriers. We will only use this information to contact you, if necessary, about your order or to respond to your inquiries.

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12. How can I change my delivery address?
Your billing address will automatically be entered as your delivery address. You can change this address during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book.

PLEASE NOTE: Once an order has been placed, we won’t be able to change the delivery address. 

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13. Can I ship my order to an address other than my home address?

 When placing an order you may enter separate billing and delivery addresses. The order will be delivered to the address indicated. Packages are delivered without pricing information; you will receive a receipt with details of your order via e-mail.  If you have an account, you can also create, change and save multiple addresses in your address book. 

 

14. Can I ship my order outside the U.S?

Clarins.com delivers to only the contiguous 50 states. Sorry, we currently cannot deliver to military addresses or international destinations. For Alaska and Hawaii, please contact our customer service center about delivery options. Please call 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays).

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15. How quickly can I receive my order?

Clarins ships all packages via UPS and UPS Basic for PO Boxes. 

Shipping options are: 

Standard (5-8 business days) 

Express (2 day) 

Overnight (1 day) 

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16. How do I pay for my order?
We accept Visa, MasterCard and American Express. Debit cards are also accepted.

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17. Is my online payment secure?

 When you place an order on Clarins.com, we encode your information using Secure Socket Layer (SSL) encryption technology; the most advanced consumer online security to date. Your order will be placed safely and securely. Your bank details are SSL encrypted and will never be kept or stored on this website without your consent.

 

18. What should I do if I can’t complete the checkout process?

If you have correctly entered all your information and are unable to complete the checkout process, we may need further information. Please call our customer service center at 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays).  You can also contact us via email.

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19. What can I do if my payment is declined?
If payment is declined, please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. If you encounter any further difficulties or have any additional questions, please contact our customer service center at 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays). You can also contact us via email.

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20. When will a payment be deducted from my credit card account?
Your credit card will be charged only when your order is shipped. You may see a temporary authorization on your account; this will be updated by the actual charge upon shipment.

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21. How will I know my order has been received?
Upon placing your order, Clarins.com will display a confirmation message. You will also receive a summary and receipt via email. If you've registered with us, your order will also be viewable on the site after 24 hours in the My Account area. 

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22. How can I check the status of my order?
When you place an online order you will an email confirmation with your order number; this is also your receipt. You will receive another email when your order has been shipped. It will include detailed information and your order tracking number. You can track your shipment by clicking on the Track order link. If you have registered online, you can also track the status of your order within the My Account section.  

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23. Where can I find my order number?
Your order number is in the confirmation email you received after placing your order. You can also find your order information within the My Account area. Click on Order History to see a detailed history of your orders. Your order number will also be on the printed documents accompanying your shipment.

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24. How do I change or cancel an order?
Orders are processed once they are submitted. We generally dispatch orders within 1- 2 days so it may not be possible to cancel an order once it has been placed. If you need to return an order, please review our Returns Policy.

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25. I haven’t received my order?

 Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact our customer service center at 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays). You may also contact us via email.

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26. The order I received doesn’t match the one I placed.
We are happy to rectify any errors. Please contact our customer service center at 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays). You may also contact us via email.

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27. How do I make a return or exchange?
Products purchased on Clarins.com can be returned within 30 days of the original ship date. Please fill out the return form and follow the instructions outlined in the How to Return Your Order section. 

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28. How do I return a damaged product?

You may (a) exchange your products or (b) obtain a full refund if the products in your order are damaged or faulty upon receipt, or if the products you have received are not the products you originally ordered.

(a) Exchange:

When exchanging damaged or faulty products or incorrect deliveries, we will dispatch replacement items to you free of charge provided you first return the products in your order to us in the condition in which you received them.

(b) Refund:

When returning damaged, faulty or incorrect orders we will refund (to the original credit or debit card account used to make the online purchase): 

a) the full purchase price; 

b) the delivery charges incurred in delivering the products to you (where only part of an order is returned to us, we may reduce the amount of the delivery charge we refund you to account for the delivery costs of those items sent to you and not returned); and

c) the shipping costs to return the products to us;

provided you first return the products in your order to us in the condition in which you received them.  If you fail to return products to us we may charge you for the products or the cost incurred in collecting them from you.

To obtain a refund or exchange of the products to us, please return products within thirty (30) business days as of the delivery date or, where applicable, the discovery of the defect.

The above provisions do not affect your statutory rights.

 

29. 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 service center at 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays). You may also contact us via email.

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30. How are refunds issued?

A refund will be issued to the credit or debit card used to place the initial order. You will be refunded the cost of the returned product(s) and shipping costs when the return is received and processed. Please refer to our Return policy for additional information. 

 

31. How do I use Clarins products?

Every product on this website is accompanied by application advice. Tips and a video for each product can be found on its product page and in the How to Apply section.

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32. How can I find the right products for me?
You can use our online Beauty Consultation to guide you through our collections and help create your personalized skin care program. You’ll be asked simple questions about your skin, your concerns, your preferences and what you’re looking for. We will provide you with a list of the best products to create a personalized beauty regimen. Your Beauty Consultation will be presented and stored in your Clarins Profile under My Beauty Profile

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33. What types of ingredients are used in Clarins products?
All Clarins products contain natural botanicals and other gentle ingredients. You can learn more by reviewing the ingredients section found within each product page on the site or by accessing the Why Clarins section. 

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34. Can I combine my loyalty coupon with a promotion code?
No.  A loyalty coupon is a type of promotion code, therefore you cannot combine it with other promotions.

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35. My question isn’t listed.

If you still can’t find an answer to your question, please contact our customer service center at 866-325-2746 from 9:30am-6:30pm EST Monday - Friday (excluding holidays). You may also contact us via email