Shipping & Returns

We invite you to receive complimentary ground shipping on all Kiehls.ca orders of $50 or more.

Please allow approximately 2 days of processing time ahead of shipping times below.

Our orders are shipped and delivered on business days (Monday through Friday, excluding major holidays). Kiehl's Canada offers various shipping methods to meet your needs. We ship only to Canadian addresses. Unfortunately, products cannot be shipped to APO/FPO or P.O. Box addresses.

Standard Ground Shipping
$10.95 on orders less than $50. Delivered to your door approximately between 2 to 7 business days after the order date depending on geographic location.

Express Shipping
$14.95 regardless of the amount of order. Delivered to your door approximately between 1 to 5 business days after the order date depending on geographic location.

Shipping - Priority
$24.95 regardless of the amount of order. Delivered to your door approximately 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 can take approximately 48 hours to be shipped. Please note that during peak periods, you might encounter a shipping delay from 2 to 4 days before your order get shipped.

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 send us a message or chat with us, we would be happy to assist you.

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 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:

L’Oréal Canada – Département des retours
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC
H4S 2B9

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.

If your order is missing a product, contains a damaged item, or other concern, please send us a message or chat with us. 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.

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. 

Unfortunately we are not able to cancel or modify orders once submitted.

We are not held responsible for packages delivered to a wrong address which was provided by a customer during the checkout process. It is the customer's responsibility to provide the correct shipping details. Once an order is processed, we are unable to modify any details such as shipping information. Assuming that the item(s) returns to us, a refund will be processed.

To return an opened and unused order, print and complete the return form found here, 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:

1. L’Oréal Canada Return Department, 3500 rue Douglas-B.-Floreani, Door 31-32, Saint-Laurent, QC, H4S 2B9. The refund will be issued within 30 days of receiving your parcel. You will receive an email once the refund is completed.
2. You can also return your purchase to the closest Kiehl’s boutique near you, by presenting the original waybill placed in the shipping box, if purchased online. All in store refunds with proof of purchase will be returned on original method of purchase with the exception of Paypal. Please note we are unable to provide refunds or exchanges without sales receipt.

The refund will be issued within 30 days of receiving your parcel. You will receive an email once the refund is completed.

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.

You can also return your purchase to the closest Kiehl's boutique near you, by presenting the original waybill placed in the shipping box, 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 receipts.

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. (A VOIR)

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

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.

Try & love our Kiehl's products in 28 days or your money back. 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. 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.