SHIPPING METHODS & RATES
We invite you to receive complimentary ground shipping on all Kiehls.ca orders of $60 or more.
Our orders are shipped and delivered on business days (Monday through Friday, excluding major holidays). Our standard shipping carrier is Canada Post. Kiehl’s does not accept orders being shipped to APO/FPO & P.O. boxes.
Canada Post - Standard
$7.95 regardless of the amount of order. Delivery between 2 to 5 business days after the order date depending on geographic location.
Canada Post - Xpresspost
$9.95 regardless of the amount of order. Delivery between 1 to 4 business days after the order date depending on geographic location.
Canada Post - Priority
$14.95 regardless of the amount of order. Delivery between 1 to 2 business days after the order date depending on geographic location.
Delays may occur in the case of extreme weather or if shipping to remote areas.
Please note that due to Air Safety regulations, we cannot ship orders containing Hazardous Materials (sprays-alcohol) through the express or priority service. Orders containing hazardous materials will be shipped through Expedited Parcel service.
Take note that some remote areas can only be delivered by air. For these regions we will unfortunately be unable to ship orders containing Hazardous Materials (sprays-alcohol).
Thank you for your understanding.
We process orders Monday through Friday in the order in which they are received excluding federal holidays within Canada. Orders placed 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.
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 and we would be happy to assist you.
CHANGE SUBMITTED ORDERS
Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.
To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:
Postal Box 1266
Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.
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 Customer Service. 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. Returns are not permitted after the allowable return period.
Customers who purchase products from Kiehl's website may return them by mail.
UNOPENED AND UNUSED
1. Pack the items along with a copy of your invoice.
2. Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post. Please return to:
Postal box 1266
The refund will be issued within 15 days of receiving your parcel. You will receive an email once the refund is completed.
OPENED OR USED
Please contact 1-800-543-4572 (menu option 2) Monday to Friday from 9AM to 5PM EST, or email email@example.com. it will be our pleasure to indicate how to proceed.
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 or email us firstname.lastname@example.org.
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, for a full 100% money-back guarantee.
HOLIDAY PERIOD LEAD TIME
Kindly note that during the Holiday period, December 24th - January 3rd, order lead-time (time to process and prepare the orders) may vary from 2 to 6 days. For example: if you place an order on December 29th, it won't be shipped before January 4th. In advance, we thank you for your patience and understanding.