FAQS

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. Simply enter your zip code to find the addresses of Kiehl's stores and retail partners most convenient for you.

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.

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

Consumers using foreign credit cards issued in Brazil, Canada, China, Germany, UK 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.

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.

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”.

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 or check to see if we are offering your favorite discontinued product as an online exclusive.

For more details, please visit http://www.kiehls.ca/discontinued-product

For more information about our products and skincare solutions, you may also 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 1-800-543-4572 (1-800-543-4572). We're available Mon – Fri 8 AM-12 midnight EST, Sat-Sun 10 AM-7 PM EST.

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

Our consumers’ health and safety have always been an absolute priority for L’Oréal. As is the support of animal welfare.

L’Oréal has developed a very rigorous safety evaluation procedure of its products, backed by research. Well before the question of animal testing was raised by civil society or within a regulatory framework, L’Oréal has been committed to new methods of assessing safety that don’t involve animals. A true pioneer, L'Oréal has been reconstructing human skin models in laboratories to elaborate in vitro safety tests since 1979, as an alternative to animals. In 1989, L’Oréal completely ceased testing its products on animals, thus 14 years before the regulation required so. Today, L'Oréal no longer tests its ingredients on animals and no longer tolerates any exception to this rule.