FAQ's

All orders shipped from Kiehls.ca will be subject to sales tax, applicable in accordance with the tax code of the province to which the order will be shipped. Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation e-mail and packing slip.

The products L’Oréal offers for sale on the Kiehl's Website are intended for your personal use, in no direct relation to your professional activity. In this respect, you should note that your order must not exceed a total of $600 CAD. Moreover, you may only order a maximum of five (5) products with the same reference during a single sale. If the order exceeds the aforementioned amount and/or number, the order shall be deemed invalid. If you have any questions, please contact a Kiehl's Customer Representative by sending us a message or by chatting with us.

Kiehl's accepts American Express, MasterCard and Visa as forms of payment from US, Canada, Germany, UK, China and Brazil. Kiehl’s also accepts China Union Pay as a form of payment. Domestic shipping rules still apply. See Shipping and Returns.
 
For your convenience, we also accept PayPal as a method of payment. Credit card & PayPal information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order. If you are uncomfortable entering your credit card information online, please contact a Kiehl's Customer Representative by sending us a message or by chatting with us.
 
In the event your credit card is declined, Kiehl's will inform you of this event and request a new credit card number. Please provide Kiehl's with your new credit card number within 5 days so we can fulfill your order without you having to resubmit your order.
 
As email is not a secure method of transmitting credit card information, we advise that for your protection you do NOT send credit card information via an e-mail message to Customer Service. Instead, we suggest that you contact us with your credit card information.

Kiehl’s now accepts Klarna which is a Buy-Now, Pay-Later platform that allows shoppers to split their purchases into 4 interest-free payments. Please note that any returns from Klarna must be done exclusively online. Learn more about Klarna here: https://www.klarna.com/ca/.

We regret that we do not ship outside Canada at this time for orders placed at kiehls.ca. Please use our Store Locator to find the Kiehl's location nearest you.

Upon check-out, an email will be sent to you with a copy of your order. Once your order has shipped, you will receive an additional email to confirm shipment of your order. The shipping tracking information will be included in that email so that you may check status of the order at your convenience. You can also track your order here. Should you have any questions about your order status, please contact a Kiehl's Customer Representative by sending us a message or by chatting with us.

You may check the status of the order at your convenience. Should you have any questions about your order status, please contact a Kiehl's Customer Representative by sending us a message or by chatting with us.

Currently, Kiehls.ca does not support sending to multiple addresses in one order. Please place the items in the basket that you wish to be sent to one location and send order. You may then proceed to send to another address by beginning the order process again.

Quantities of samples are limited and offer is subject to availability. Available samples may differ from original offering at any time based upon availability and this may not be reflected in advertisements. Only authorized purchases will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer and to modify or cancel this promotion due to system errors or unforeseen problems. We reserve the right to substitute any free item offered with an item if equal or greater value. Offer cannot be combined with any other offer or promotion. Offer not applicable on gift sets unless stated otherwise. Cannot be applied to previous orders. Some offers can be applied before taxes & after discounts. Other conditions may apply. Offer is subject to change without notice. Sales tax will be applied according to applicable law and Consumer must pay applicable sales tax

Gift sets, samples, products with a price lower than $14 and limited editions are excluded from discounts unless otherwise stated.

The sign-up offer is valid for new email addresses only. An email with a promo code will be sent within 24 h upon registration.

You may view your order history by signing into Your Account and selecting Order History from the left hand selection bar.

As we use only the finest natural ingredients known to us and minimal preservatives in our fresh, original preparations, we offer the following guidelines to help maintain the freshness and efficacy of Kiehl's formulations for as long as possible:

Suggested Usage Schedule

We recommend that face creams be used within three months of purchase; body creams and hair conditioners should be used within six months of purchase. Cleansing products, including shampoos and body cleansers, generally have a shelf-life of one year or more from date of purchase. In general, it is a good idea to refrigerate products to extend their lifespan.

Climate Control

Products should not be exposed to extreme heat, cold, or temperature changes and should be kept out of direct sunlight. Products should be kept in a cool, dry place. Bathrooms are not usually ideal locations for product storage, because the temperature and humidity levels there change frequently.

Usage

We recommend use of sterile disposable, plastic spatulas or swabs with all creams packaged in jars - rather than fingers - to remove the product form the jar in order to decrease the potential introduction of bacteria from the fingertips into the product.

Post-Usage

Please be sure to close lids tightly on all jars and to remove any residue from the spouts on bottles before each use. Bottle tops should be fully closed when storing product or between applications.

A Note on Product Variation

Because Kiehl's utilizes natural ingredients in our unique formulations, our products may vary in color and consistency with each new batch that we make. These natural variations do not in any way affect the quality or efficacy of the product.

We want you to enjoy and benefit to the utmost from your Kiehl's products. If you should ever have any questions about Kiehl's product or their use, please do not hesitate to call on us at any time. It is always our great pleasure and honor to serve you however we can.

Kiehl's is committed to upholding the highest standards of safety for all the products it makes and sells. We adhere to the most rigorous standards for product safety so that our customers can purchase and use our products with complete confidence. We want you to know that:

Kiehl’s is in full compliance with FDA regulations as well as the European Union 7th Amendment Cosmetic Directive and the requirements for safety in all of the countries in which our products are sold.

Each and every ingredient used in our products has been thoroughly reviewed and tested by our internal safety team, made up of toxicologists, clinicians, pharmacists and physicians.

Every product formulation that Kiehl's manufactures is screened and tested for safety before it is marketed to consumers. Kiehl's confidently and proudly stands behind each and every product that we sell, and we pledge that we will always uphold the highest standards of safety for our customers around the world.

If you would like additional information about the safety of cosmetics, please visit the Health Canada website.

We at Kiehl's would like to assure that you are using the most appropriate products for your skin and hair/scalp type. In order to assist you in determining the optimum skin and hair care regimen for you, we encourage you to utilize our Personal Consultation and to try 3 samples of our formulations with every order you place at Kiehls.ca.

Ingredients are the single most important component of our products. Ingredients are not chosen on their esthetic merit - only ingredients that are truly beneficial to the skin are selected. Minimal preservatives are used in our formulations. Our intent is to utilize only the gentlest and most efficacious ingredients and that is why a great number of natural ingredients are used. Products are always formulated with sensitive skin in mind.

We encourage you to read our product labels. The more you know about ingredients, the better you will appreciate Kiehl's products. We refrain from hyperbole and make no false claims. On the contrary, we strive to uphold the standards of honesty, fairness, and integrity that have come to characterize Kiehl's and to gain the confidence of our friends around the world. We have gained our position based on our reputation and on recommendation and we prefer to reach you through the quality of our formulations. We utilize only simple, efficient, recyclable packaging so that we may concentrate our efforts and costs on what is truly important: the substance and quality of our products. Truthfully, only the ingredients can help your skin.

We invite you to read about the ingredients used in Kiehl's formulations by visiting our Ingredient Glossary.

We would like to thank our friends and editors for their support of Kiehl's products. To read about what's being said in the press about our products, visit our Products in the News in the About Kiehl's section of our site.