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POPULAR QUESTIONS

Where Can I Buy Kiehl's Products?

Thank you for your interest in Kiehl's Since 1851!

You may purchase our products on this website or at Kiehl's freestanding stores and fine department and specialty stores throughout Canada

To locate your nearest Kiehl's store, we invite you to use our Store Locator by clicking here. Simply enter your postal code to find the addresses of Kiehl's stores and retail partners most convenient for you.

Can you send samples of your products?

We are delighted to hear you wish to sample a Kiehl's formula!

At Kiehls.ca we offer 3 samples with every online order. We also invite you to visit with us at one of our Kiehl’s counters for a complimentary skincare consultation complete with samples of the Kiehl's formulas most appropriate for you. To locate your nearest Kiehl's store, we invite you to use our Store Locator by clicking here. Simply enter your postal code to find the addresses of Kiehl's stores and retail partners most convenient for you.

All of us at Kiehl's value and greatly appreciate your patronage and support. We hope to have another opportunity to be of service to you.

How can I change or cancel my order?

Orders submitted on our website process and ship very quickly; regrettably, we cannot cancel or modify orders. We are sorry for any inconvenience this may cause.
You should expect the package for delivery by Canada Post in approximately 3-5 business days, unless you have requested an expedited method of shipment. Please consider that shipments require an additional 2 days to process the order. To receive a full refund to your credit card account, please return the order to us at:

Kiehl’s Since 1851 E-Commerce
P. O. Box 1266
Montreal, Quebec
H4L4X1


Should you have additional questions or concerns, email us here, under "My Question" choose Online Orders. Or, call us toll-free at 1-800-KIEHLS-2 (1-800-543-4572), Mon – Fri 8 AM-5 PM EST. A Kiehl’s Since 1851 Representative will be happy to assist you.

Do you accept International Credit Cards?

Consumers using foreign credit cards issued in Brazil, China, Germany, UK and USA or US can place orders on this website provided that the Ship-To Address is in Canada. At this time we do not accept credit cards issued from other countries. Should you have additional questions or concerns, email us here, under "My Question" choose Online Orders. Or, call us toll-free at 1-800-KIEHLS-2 (1-800-543-4572), Mon – Fri 9 AM-5 PM EST. A Kiehl’s Since 1851 Representative will be happy to assist you.

Does the website ship products internationally?

Thank you for your interest in Kiehl’s Since 1851. You have reached the Canadian website and although our products are sold worldwide, we are unable to assist with inquiries from outside Canada.

You can only order products from the website in the country in which you reside. Kiehl's Since 1851 currently offers ecommerce websites in France, Singapore, China, Australia, Korea, Taiwan, Germany, Spain and the United States.

We do not offer an international product online mail order service.

What can I do if I forgot or want to reset my password?

When re-setting your password, visit the sign-in page at the top left, then click “Forgot Your Password?”. Enter your email address and a temporary password will be sent to your email inbox.

We recommend that you change the temporary password to a password of your own choosing the next time you login to the system. To do so, click on Personal Information and confirm your email, enter a new password, confirm the new password, and click "Update Profile".

Should you have additional questions or concerns regarding your password, email us here, under "My Question" choose Online Orders. Or, call us toll-free at 1-800-Kiehls-2 (1-800-543-4572, Mon – Fri 9 AM-5 PM EST. A Kiehl's Since 1851 representative will be happy to assist you.

Where can I purchase discontinued products?

We understand how disappointing it can be when a product you have used is no longer available and we invite you to consider an alternative Kiehl's formula.

For more information about our products and skincare solutions, please contact us or visit one of our Kiehl's locations where a Kiehl's Customer Representative would be happy to provide you with a complimentary skincare consultation complete with product recommendations most appropriate for your skin and hair concerns.
At Kiehl's, we love hearing from our customers and welcome you to contact us in the manner most convenient for you. You may email us using the form available on our Website by clicking here. Or, if you prefer, you may call us at 1-800-KIEHLS-2 (1-800-543-4572). We're available Mon – Fri 9 AM-5 PM EST.

To locate your nearest Kiehl's store, we invite you to use our Store Locator by clicking here. Simply enter your postal code to find the addresses of Kiehl's stores and retail partners most convenient for you. All of us at Kiehl's value and greatly appreciate your patronage and support. We hope to have another opportunity to be of service to you.

How can I request a charitable donation?

All requests for a charitable donation must be submitted to our staff in our Public Relations department. Kindly email us here, under "My Question" choose General Inquiries and send your request along with any information about the charity you wish to share.

What is your animal testing policy?

Thank you for your interest in Kiehl's, a brand of L'Oreal Canada, Inc.

L’Oreal no longer tests any of its products or any of its ingredients on animals, anywhere in the world nor does L’Oreal delegate this task to others. An exception could only be made if regulatory authorities demanded it for safety or regulatory purposes.
For complete information on this subject, please click here.