DELIVERY & RETURNS

Have you changed your mind?

At Clarins, we always want you to have the best possible experience when you shop online at Clarins New Zealand. We accept returns for unused items purchased on the website within 30 days of the original delivery date, excluding select items marked as non-returnable. We are unable to accept a returned item that has been opened, unless the product is damaged or defective. In case of a damaged, defective, or incorrect item, please contact our Customer Care Team at 0800 627 025.


How to Return Your Order
1. Products purchased on Clarins New Zealand Online can be returned within 30 days of the original delivery date. Please contact Customer Care to explain the reason for the return and confirm the item number and quantity of the return product.
2. Customer Care will send you the return form that includes the return address and a Advanced Shipping Notice (ASN) number to ensure a fast return process.
3. Carefully pack your return with this packing list and the Customer Care Return Form, in the original package to prevent damage during transit and ensure the timely processing of your refund.
4. Indicate the ASN number on the box, and send the box back to us via a carrier of your choice to the appointed return address which will be provided by our customer service. For security and peace of mind, we strongly recommend that you use registered post as we are not liable for lost return parcels.

When sending back a return, you must also return any associated gift with purchase, or samples given with your purchase. Such gifts can be miniature products, product samples or accessories, granted when you met the qualifying spending threshold of the current offer. If the gift or samples are not returned with the product, we reserve the right to deduct the value of gifts from your refund.

Returns are processed and refunded by our team within 14 days of receipt of your package at our warehouse.

My package has been returned to your warehouse but I haven't received a refund confirmation email within 14 days?

We ask you to contact our Customer Care Team via our contact page.

Please have your order and return number ready to facilitate your request.

No, we only offer refunds for returned products.

To buy the product you would like, we ask that you place a new order.

Delivery costs are non-refundable for change of mind returns.

Standard: 4 - 7 business days

Due to a high volume of orders, please be aware we are experiencing longer shipping times. We appreciate your patience and understanding.

Standard: $15 or FREE on orders over $75.

Yes, when placing an order you may enter different delivery and billing addresses. The order will be delivered to the delivery address provided. Packages are delivered in a discrete package and without pricing information; you will receive your tax invoice in the order confirmation email. If you have an account, you can also create, change and save multiple addresses in your address book.

Clarinsnewzealand.co.nz ships to addresses within New Zealand only.

Unfortunately, we are currently unable to deliver to PO Boxes.

Unfortunately, once you have placed your order, we are unable to change your delivery address.

You will receive a confirmation email from Clarins, once your order is received. If you do not receive this email within 24 hours please contact our Customer Care Team for assistance at 0800 627 025 or via email.

Once your order has been dispatched you will receive another email containing tracking information. If you have a Clarins account, you can also find the tracking number of your order by clicking on “Orders” within the My Account section.

Orders are dispatched within 2-5 business days. Delivery within 4-7 business days.
Due to a high volume of orders, please be aware we are experiencing longer shipping times. We appreciate your patience and understanding.

An email dispatch confirmation is sent as soon as your package has been picked up by the delivery service selected. If you have not received this email, first check it hasn't gone into your junk mail

If this is not the case, log into your Clarins account and go to "My Account", then to "My Orders". All your order information and tracking details can be found here.

Returns are processed and refunded by our team within 14 days of receipt of your package at our warehouse.

My package has been returned to your warehouse but I haven't received a refund confirmation email within 14 days?

We ask you to contact our customer service team via our contact page.

Please have your order and return number ready to facilitate your request.

For any returned order paid by gift card, a new gift card will be issued.

If the delivery service was unable to deliver your package, your package will be returned to us.

Contact customer care.

Returns take 2 to 3 weeks to process. If several weeks have passed since your return, and you have not received a replacement or refund, please contact our Customer Care on 0800 627 025 from 12:00pm-8:00pm Monday - Friday (excluding public holidays). You may also contact us via email.

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Consistent with World Green Building Council’s Net Zero Carbon Buildings Commitment.

Consistent by RE100 renewable electricity commitment.

Recognised by Climate Active Carbon Neutral standard.

Recognised in Green Star Buildings certification standard.

Recognised by NABERS (National Australian Built Environment Rating System) rating standard.