Shipping & Returns

In the event of a Canada Post strike, we’re doing our best to keep your orders moving by partnering with alternative delivery carriers. While we aim to minimize disruptions, some delays may occur, especially outside major urban areas.

At this time, Express and Priority shipping services will be temporarily unavailable, and we’re unable to deliver to P.O. boxes. Some remote regions, including the Northwest Territories, Yukon, and Nunavut, may also be temporarily inaccessible.

We truly appreciate your patience and understanding as we work to deliver your order as smoothly as possible.

Kiehl's Canada offers several shipping options to suit your needs:

Orders are typically processed within 1–2 business days. Please note that preparation times may be longer during peak periods and promotional events.
Shipping takes place Monday through Friday, excluding Canadian federal holidays.

We understand how frustrating it can be when your order shows as delivered but hasn’t arrived. If this happens, we recommend first checking with anyone who might have accepted the package on your behalf, such as household members, neighbors, your building’s front desk, or mailroom. You may also want to contact your local carrier, as they can often provide additional delivery details.

Please note that once a package is marked as delivered by the carrier, we are not liable for lost or stolen items. We always recommend choosing a secure delivery location to help prevent issues.

Yes, some products such as aerosols and alcohol-based items like fragrances, liquid cleansers, and toners are classified as regulated materials and must be shipped via Standard Shipping due to air transport regulations.

If your order contains any of these items, Standard Shipping will automatically be applied at checkout to ensure safe and compliant delivery.

Please ensure all shipping details are correct when placing your order, as we are not responsible for packages delivered to an incorrect address provided at checkout.

Once an order has been processed, we are unable to make changes to the shipping information.

If the package is returned to our distribution center through the standard return process, a refund will be issued.

Should you purchase anything from kiehls.ca that you are not completely satisfied with, you may return your product(s) for a full refund within 28 days of purchase (Holiday sets are the exception of the policy and can be returned until January 31st, with the exception of the Limited Edition Advent Calendar, which is not eligible to be returned or exchanged).

All returns and exchanges must include a sales receipt and/or proof of purchase.

You can also return your purchase to the closest Kiehl’s boutique near you, by presenting proof of purchase, if purchased online. All in store refunds with proof of purchase will be returned on the original method of purchase with the exception of Paypal. Please note we are unable to provide refunds or exchanges without sales receipt.

Important Notes:

All promotional items, including free samples and gifts with purchase, must be returned with your order.

How to Return:

Download and complete the return form.
Pack the item(s) and return form—ideally in the original packaging.

Send the package prepaid via Canada Post to:
L’Oréal Canada Return Department
3500 rue Douglas-B.-Floreani
Door 31-32
Saint-Laurent, QC
H4S 2B9

Please allow up to 14 business days from the date your return was delivered for us to complete the refund process.

To return an opened and used order, please send us a message or begin a chat with one of our representatives. It would be our pleasure to assist you and indicate how to proceed.

Kiehl’s boutique stores:

If you paid in cash and present a sales receipt, we will refund the amount in cash.

If you paid with a credit card, and present a sales receipt as well as the original credit card on which the item was purchased, we will refund the amount to the credit card used on the original receipt.

In the case of an exchange, if the value of the product being purchased is less than the value of the product being returned, you will receive a refund in the form of a Kiehl’s Gift Card. If the value of the product being purchased is greater than the value of the product being returned, you will be asked to pay the difference.

Items purchased in a Kiehl's boutique store may be returned to any of the Kiehl's boutiques. 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.

We are unable to provide refunds or exchanges for products purchased in Department Stores, at Airport Stores, other travel concessions or any other point-of-sales not directly managed by Kiehl’s Canada, or outside of Canada.

Kiehl’s Canada reserves the right to decline refunds or exchanges to a customer, on a case-by-case basis and at its sole discretion, in response to the customer’s purchase history reflecting excessive patterns of refunds or exchanges.

If you should need further information regarding the return of any Kiehl's products, please do not hesitate to contact us

To start a return for fragrance, please contact us, and we’ll guide you through the process.

Since perfume is flammable, it must be shipped according to specific safety regulations. We will provide you with the necessary return instructions, including the Limited Quantity Goods label.

Once we receive your return, we’ll process it according to our standard return policy.

Unfortunately, items purchased at a Kiehl's retail store or through a partnered retailer cannot be returned to Kiehls.ca. We recommend returning the item to the original place of purchase for assistance.

If you're unable to do so, please contact us, and a Kiehl's representative will be happy to help.

Some of our products, such as fragrances, aerosols, liquid cleansers, and toners, are classified as hazardous materials due to their alcohol content or pressurized packaging. Because of shipping regulations, these items can’t be sent by air and must be shipped via Standard Shipping.

If your order includes one of these items, Standard Shipping will be automatically selected at checkout to ensure safe and compliant delivery.

We understand that mistakes can happen, and we're here to help as much as we can. However, please note that we're not able to take responsibility for orders shipped to an incorrect address if the details were entered incorrectly during checkout.

Because our fulfillment process moves quickly, we're unable to change shipping information once an order is confirmed. If your package is returned to our distribution center, we’ll issue a refund once it has completed the return process.

To help ensure a smooth delivery, we recommend double-checking your shipping address before completing your order