ORDER ONLINE

Order Online

PLACE AN ORDER

  1. How do I place an online order?

    To place an order, click the "add to bag" button next to any product you wish to purchase on clarins.com. When you have added all the products into your shopping bag, click on the "checkout" button to begin the checkout process and follow the prompts. Our Customer Care team is happy to assist you with placing your order between 9 AM - 8 PM ET Monday - Friday (excluding holidays) by phone at 866-325-2746 or by email.
  2. Do I have to create an account on Clarins.com to place an order?

    You can place an order without creating an account, however having a personal account allows you to easily track orders, review your order history and participate in our rewards program. You will also save time when placing future orders by not having to re-enter your personal information.
  3. 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.
  4. 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, our Customer Care team is happy to assist you placing your order between 9 AM - 8 PM ET Monday - Friday (excluding holidays) by phone at 866-325-2746 or by email.

OFFERS & GIFTS

  1. My promo code is not working.

    Please check that your order meets the minimum requirement for the promotion, that the offer has not expired, or in the case of multiple offers that they can be combined.

    Our Customer Care team is happy to assist between 9 AM - 8 PM ET Monday - Friday (excluding holidays) by phone at 866-325-2746 or by email.
  2. Can I combine my clarins.com loyalty coupon with a promotion code?

    Yes, but your order total after the Loyalty code is applied must remain above the requirement for the promotional gift in order to qualify.
  3. e-gift certificates

    Clarins eGift Certificates can be ordered in any amount starting at $5. They are sent, via e-mail, to any individual with a valid e-mail address. The recipient of an eGift Certificate will receive an email with a redeemable promotional code to be used only at Clarins.com. The code will be activated within 24 hours after receiving the email.

    To access our eGift Certificate page, just click on the "eGift Certificate" link within the Gifts & Sets section. Follow the step-by-step instructions and provide the information required to make your purchase. Once you have placed an order:

    An email confirming that a Clarins eGift Certificate has been sent by you, will be sent to the person for whom you've made the purchase.

    eGift Certificates are activated and ready to use as soon as the recipient registers and logs in as an account member and validates his or her certificate number.

PAYMENT & BILLING

  1. How do I pay for my order?

    We accept Visa, MasterCard, Discover, American Express and PayPal. Debit cards are also accepted. You may only use 1 payment method per order, unless you are also applying an E-gift certificate that was purchased on clarins.com.
  2. 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.
  3. 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, our Customer Care team is happy to assist you with placing your order between 9 AM - 8 PM ET Monday - Friday (excluding holidays) by phone at 866-325-2746 or by email.
  4. When will a payment be deducted from my credit card account?

    Your credit card will be charged only when your order ships. You may see a temporary authorization on your account; this will be updated with the actual charge upon shipment.
  5. Payment option

    Clarins.com accepts all major credit and debit cards:

    Visa
    MasterCard
    American Express
    Discover
    Paypal
    When your credit card is authorized, funds are put on hold until the transaction is completed. When the order is shipped, the payment will be processed.

    Important Information For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match this criteria.

TRACK MY ORDER

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

    Upon placing your order, Clarins.com will display a confirmation message with your order number. You will also receive a summary and receipt via email. If you've created an account with us, your order will also be viewable on the site in the My Account area.
  2. How can I check the status of my order?

    When you place an online order, you first receive an email confirmation with your order number; this is also your receipt. Once your order ships, you receive an email confirming it has shipped with your tracking number or code. You will receive additional email notifications to alert of you of your shipment's progress. To track your order, click on the link in your email shipping notification, or if you created an account on clarins.com, go to My Account/Order History.

    Keep in mind that during key promotions and holidays, we may experience delays in our warehouse or with our shipping carriers. Be assured that we do everything to ship your orders as quickly as possible.
  3. Where can I find my order number?

    Your order number is in the confirmation email you receive after placing your order. You can also find your order information within the My Account/ Order History if you created an Account on clarins.com. Last, your order number is also be on the printed documents accompanying your shipment.
  4. I haven’t received my order?

    Track your order by clicking on the tracking code under My Account/ Order History, or in the link of the shipping notification emails you received. Our Customer Care team is happy to assist you with tracking your order or delivery issues between 9 AM - 8 PM ET Monday - Friday (excluding holidays) by phone at 866-325-2746 or by email.
  5. Tracking your order

    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 Care team between 9 AM - 8 PM ET Monday - Friday (excluding holidays) by phone at 866-325-2746 or by email.

    You will receive another email containing tracking information, once your order is shipped. If you have a Clarins account, you can track the status of your order by clicking on “Order History” within the My Account section. On average, your order should take between 1 and 8 business days to arrive.

MODIFY OR CANCEL

  1. How can I change my shipping address?

    You can change your address during the checkout process. If you have an account, you can also create, change and save multiple addresses in your account profile. PLEASE NOTE: Once an order has been placed, we are unable to change the address as the order is immediately transferred to our warehouse for processing.
  2. How do I change or cancel an order?

    Orders are processed as soon as you submit them and cannot be cancelled or modified. This allows you to receive your products as quickly as possible! If you need to return an order, please review our Returns Policy.

AFTERPAY

  1. What is Installments by Afterpay?

    Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.
  2. How do I use Installments by Afterpay?

    Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

    Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.
  3. Where can I use Installments by Afterpay?

    Installments by Afterpay can only be applied to purchases made on ClarinsUSA.com.
  4. Can I use Installments by Afterpay if I’m an international customer?

    Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.
  5. How does the payment schedule work?

    All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

    You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.
  6. Where can I find common questions about payments?

    Check out the Afterpay Payments FAQ
  7. When will my items be delivered if I use Installments by Afterpay?

    Afterpay orders are delivered as per our standard shipping time frame after you complete your order online. Visit our shipping page for more information by clicking here.
  8. Is there a limit to how much I can spend on a single transaction?

    Yes, there is a transaction limit of $1000 on ClarinsUSA.com.
  9. What products are not eligible for purchase using Installments by Afterpay?

    Afterpay is not available on purchases of e-gift certificates. If you are purchasing an e-gift certificate along with Afterpay eligible products, you will need to place two separate orders.
  10. How do I return or exchange an item purchased using Installments by Afterpay?

    If you have changed your mind, you can return your Afterpay purchase by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

    If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com
  11. What if I can’t pay an Afterpay installment?

    If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Click here for complete terms.
  12. What happens if I have a partial refund, and how does that affect my payments?

    Afterpay will be notified once your refund is processed. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. Note that the length of payments will never go beyond six weeks after the purchase date. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and charge the remaining amount to your third payment.
  13. Where can I find out more about Afterpay?

    If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, Terms, Installment Agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy

    If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

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