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Shipping & Returns

Shipping & Returns


It's always our goal to make your ordering process as efficient as possible. Learn all about our shipping policies and procedures below, and note our unique Kiehl's Since 1851 Guarantee, created to ensure that you are always pleased with your purchases.



SHIPPING METHODS & RATES

Our orders are shipped and delivered on business days (Monday through Friday, excluding public holidays). Our standard shipping carrier is Ninjavan. We kindly ask that you anticipate 3-5 business days for standard shipping. Standard Shipping Charges apply.

In the event of foreseeable shipping delays, we will put up a disclaimer on the site to inform beforehand.

If we attempt to deliver your order, but you are not present to receive it, we will re-deliver on the next available date. However, please note that you will be charged a re-delivery fee of S$5 if your delivery fails two (2) or more times.


ORDER STATUS

Any orders placed and received on business days (Monday to Thursday, excluding public holidays) are processed on the next working day in the order in which they are received. Orders placed and received on weekends (Friday, Saturday or Sunday) will be processed on the next business day (Monday). If you have questions about your order, please email us at Customer Service and we would be happy to assist you.


CHANGE SUBMITTED ORDERS

Once your order is successfully submitted, we regret to inform that we are not able to accommodate to any changes to the order. If you have any enquiries on your order, please contact us at [email protected] and we will do our best to assist you.


REPORT ORDER PROBLEM

If your order is missing a product, contains a damaged item, or other concern, please contact a Kiehl's Customer Representative at email us at [email protected]. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.


RETURNS & EXCHANGES

Kiehl's Satisfaction 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 should ever buy anything from us that is not pleasing to you, you may return any of our products, to the original point of purchase, for a full 100% money-back guarantee.

Online Purchases

Change Of Mind Returns or Exchanges

We have a 100% satisfaction guarantee behind every purchase. If, for any reason, you should ever buy anything from us that is not pleasing to you, you may return any of our products, to the original point of purchase, for a full 100% money-back guarantee.

You may Contact Us for a full refund to return the product within thirty (30) days from the date you receive your order, subject to the following:

  • item must be purchased from the Website (kiehls.com.sg);
  • item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner;
  • all returns and exchanges requests must be accompanied with a legible copy of the original sales receipt/invoice; and
  • items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Purchases made with any vouchers will not be eligible for exchange or returns.

Should you want to exchange your product, please Contact Us to arrange for an exchange in our freestanding stores within thirty (30) days from the date you receive your order, subject to the following:

  • item must be purchased from the Website (kiehls.com.sg);
  • item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner;
  • all returns and exchanges requests must be accompanied with a legible copy of the original sales receipt/invoice; and
  • items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Purchases made with any vouchers will not be eligible for exchange or returns.
Damaged in Transit

We apologise if your product has been damaged. Please Contact Us to arrange for a return of the product within seven (7) days from the date you receive your order, subject to the following:

  • item must be purchased from the Website (kiehls.com.sg);
  • all returns and exchanges requests must be accompanied with a legible copy of the original sales receipt/invoice; and
  • items purchased as part of a set or a multi-item pack must be returned as a whole set.

How to start a return
1. Confirm that you meet our return conditions (above).
2. Contact our Customer Service team via our Contact Us page.

To expedite your request, please include the below details:

  • Order number
  • Address
  • Date of the product purchase
  • Product(s) requested to be returned
  • Return reason
  • Product condition (unopened, used, damaged, faulty)

3. A customer service representative will get in contact with you on next steps to process your return.
4. Once the parcel arrives at our warehouse, our returns team will inspect the condition of your return.

If accepted, the refund will be processed and you will be contacted via email.
If you should need further information regarding the return of any Kiehl’s products, please do not hesitate to Contact Us, and it would be our pleasure to assist you however we can.

In-Store Purchases

For any in-store purchases made from our offline official stores, you may request for an exchange or full refund from the original store of purchase within thirty (30) days of purchase, subject to the following:

  • item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner;
  • all returns and exchanges requests must be accompanied with a legible copy of the original sales receipt/invoice; and
  • items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Purchases made with any vouchers will not be eligible for exchange or returns.

Partners and Third Party Platforms

Any request for returns and/or exchanges of products purchased from our official partners (in-store and online), department stores (including Tangs Orchard, Isetan Scotts), and other third-party platforms, shall subject to the return and exchange policy of the applicable official partner, department store, and/or other third-platforms where the product was originally purchased.

Processing of Returns Requests

Please allow up to ninety (90) days for the processing of the refund which will be made via your credit card. Where applicable, all costs and/or expenses associated with the return of the products shall be solely borne by you.

Non-Exchange / Non-Returns

We reserve our right to not process any request for exchange or refund for products which:

  • have been stated as non-returnable or non-exchangeable;
  • were not purchased from our Website or any of our offline official stores;
  • were purchased from any unauthorised retailers, websites or other unauthorised sources;
  • were purchases made outside of Singapore; and/or
  • do not meet the requirements set out for “Online Purchases” or “In-Store Purchases” above.

All returns, refunds and exchange requests must be done in accordance with the terms set out above, and/or as instructed by any of our authorised representatives. We reserve our right to refuse any request for a returns, refunds and/or exchange unless all requirements and instructions are followed to our satisfaction or if we deem or suspect (at our sole discretion) that any request is fraudulent. Upon accepting any of the remedies set out above, you agree that you shall have no further claim against L’Oreal Singapore Pte. Ltd. as regard to the non-confirming or defective product.

If you have any questions about our return and exchange policy, please contact our customer service team at [email protected]


INTERNATIONAL SHIPPING

We regret that we do not ship outside of Singapore at this time for orders placed at kiehls.com.sg. Orders with a PO Box as the delivery address will not be processed. Please use our Retail Locator to find the Kiehl's location nearest you.


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 should you ever buy anything from us that is not pleasing to you, you may return any of our products, to the original point of purchase, for a full 100% money-back guarantee.

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