Shipping & Returns

Shipping Methods and Rates

We invite you to receive complimentary ground shipping on all Kiehls.ca orders of $60 or more.

Kiehls.ca ships via Canada Post to Canadian addresses only. Canada Post does not deliver on Saturday or Sunday. Kiehl’s do not accept orders being shipped to APO/FPO & P.O. boxes.

Orders received by 8:00 am EST will be processed the same day. Orders received after 8:00 am EST will be processed on the next business day.

Canada Post - Priority Courier
$14.95 regardless of the amount of order. Delivery between 1 to 2 days after the order date.
To receive your parcels before December 24th, make sure to order before December 18th.
Maritimes Region: 17th
Alberta, Saskatchewan & Manitoba: 17th
British Columbia: 17th

Canada Post - Xpresspost
$9.95 regardless of the amount of order. Delivery between 2 to 4 days after the order date depending on geographic location.
To receive your parcels before December 24th, make sure to order before December 18th.
Maritimes Region: 17th
Alberta, Saskatchewan & Manitoba: 17th
British Columbia: 17th

Canada Post - Expedited Parcel
$6.95 regardless of the amount of order. Delivery between 2 to 9 days after the order date depending on geographic location. To receive your parcels before December 24th, make sure to order before December 17th.
Maritimes Region: 16th
Alberta, Saskatchewan & Manitoba: 15th
British Columbia: 12th

Shipping Restrictions

Please note that due to Air Safety regulations, we cannot ship orders containing Hazardous Materials (sprays and products with high alcohol content) through the Xpresspost or Priority Courier. Orders containing hazardous materials will be shipped through Expedited Parcel service. Thank you for your understanding.

Order Status

We process orders Monday through Friday in the order in which they are received. Orders placed after 8:00AM EST will not be processed until the next business day.

If you want to check the status of your order, please use the tracking number included in your shipping confirmation email. If you have questions about your order, please call us at 1-800-KIEHLS-2 (1-800-543-4572) or email us at Customer Service trough the Contact Us Form and we would be happy to assist you.

Change Submitted Orders

Kiehl’s cannot modify orders that have been already placed, but we will always do our best to accommodate your needs.

If you need to change an order you have already placed, please contact promptly a Kiehl's Customer Representative at 1-800-KIEHLS-2 (1-800-543-4572). To expedite your request, please have your order confirmation number available.

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 1-800-KIEHLS-2 (1-800-543-4572) or email us at using our Contact Us Form. 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

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.

Customers who purchase products from Kiehl's website may return them by mail within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned. Call 1-800-KIEHLS-2 (1-800-543-4572) for more details.

We recommend that you return all products unopened and in the same condition in which they were delivered via Canada Post and that you send your return via Canada Post for your protection and to insure prompt delivery. We're sorry, but return shipping fees are not refundable.

If your package was damaged in shipment by the carrier, and its content rendered unusable, save the box and the merchandise and notify us immediately at 1-800-KIEHLS-2 (Monday to Friday from 9:00 AM to 5:00 PM Eastern Time). The carrier will be notified and the damaged package and the damaged items will be replaced.

Items purchased in a Kiehl's free-standing store may be returned to any of the Kiehl's free-standing stores. Kiehl's products purchased in all other locations must be returned to their original point of purchase.

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 unauthorized retailers or other unauthorized sources, we regret that we cannot offer you our money-back guarantee 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 call us at 1-800-KIEHLS-2 (1-800-543-4572), and it would be our pleasure to assist you however we could.

International Shipping

We regret that we do not ship outside Canada at this time for orders placed at Kiehls.ca. Please refer to our Kiehl's International Retail Locator for a directory of stores that offer Kiehl's products, listed by country.

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 within thirty (30) days of the delivery, for a full 100% money-back guarantee.
 
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