Ask Clarins

See your question in our FAQ or in our Beauty Questions

Questions about clarins.com

• I am having trouble accessing the site
• To view the complete Clarins website, you need to have JavaScript activated and Macromedia Flash installed. You can activate JavaScript in your browser's settings or options area. Flash is free and easy to install
• Is my personal information secure?
• All of the information you supply is strictly confidential. It will only be used internally by Clarins for deliveries or customer service.  Your credit card details are SSL-encrypted (learn more) and will never be stored online or accessed without your permission.

Navigating the site

• I forgot my user ID or my password
• You can retrieve your password by clicking the forgotten password link in the Clarins & Me area. Simply enter your e-mail address and your password will be sent to that address.
• Do I have to register with clarins.com to place an order?
• You can always place an order without registering for an account. However, registration allows you to track orders, review your order history, or make returns without having to re-enter your details. This will save time when placing future orders as well. You can also opt-in to our email program and receive news of special offers and events.

Managing my account

• How do I register for Clarins & Me?
• Signing up is fast and easy. Simply click the register link in the Clarins & Me area, enter the information that is required and click OK.
  
• How can I update my profile?
• You can change your personal data within the Clarins & Me area.
• What is my customer number and where can I find it?
• Clarins assigns a customer number when you place your first order. This will be on the packing slip of your first order. It will also be sent to you by email for your reference.

Placing orders online

• How do I place an order online?
• To place an order, click the "add to bag" link next to a product, then click on the "proceed to checkout" link to begin the order process. The site will guide you through the necessary steps.
• What products are available on the site?
• Clarins makes all products sold in the United States available online. You may notice slight differences in gift sets and promotions that are exclusive to clarins.com or to retail stores. On occasion, items temporarily go out of stock, but we do our best to keep every product available. Local stores near you may also have the item you seek. We do not take backorders or preorders for items.
• Can I place a gift order?
• Unfortunately we are not able to send gift orders at this time.
• How can I change my delivery address?
• Your billing address will automatically be entered as your delivery address. You can change this address during the checkout process. If you are a member of Clarins & Me you can also create, change and save multiple addresses in your address book.
• Can I ship my order to an address other than my home address?
• When placing an order you may enter separate billing and delivery addresses.
  The order will be delivered to the address indicated. Packages are delivered without pricing information; you will receive a receipt with details of your order by e-mail.
  Your Clarins & Me area also offers an address book that enables you to save a different delivery address and billing address.
• Can I ship my order outside the U.S.?
• Sorry, at this time Clarins USA only delivers to the 50 U.S. states.
• How long will my order take to arrive?
• Clarins ships all packages FedEx. We have 2 options:
  Standard Ground (4-6 business days) $6.00
  Express (2-3 business days) $14.00
  

Payment

• How do I pay for my order?
• We accept payment via Visa, MasterCard and American Express cards. Credit/charge and debit are welcome.
• Is online payment secure?
• Yes. Your bank details are SSL encrypted and will never be kept or stored on the website. Data is transmitted to our bank via Cybersource, our secure payment provider.
• What can I do if my payment is declined?
• If payment is declined, please contact your bank or credit card company. Authorization is between our banking provider and your financial institution. If you encounter any difficulties, you may also contact Clarins Consumer Relations.
• When will payment be deducted from my account?
• Your credit card will be charged only when your order is shipped. You may see a temporary authorization on your account; this is replaced by the actual charge upon shipment.

Order processing

• When will my order be processed?
• Once you click the "Place order” button your order is submitted for processing. We try and fulfill orders within two business days.
• How will I know my order has been received?
• Upon placing your order, clarins.com will display a confirmation message. You will also receive a summary and receipt via email.
  If you've registered with us, your order will also be viewable on the site after 24 hours in your Clarins & Me area.
• Where do I find my order number?
• Your order number is in the confirmation email and the printed documents accompanying your shipment.
• How do I change or cancel an order?
• Orders is processed almost immediately once they are submitted. If you need to change or cancel an order, please contact consumer relations as quickly as possible.
• Can I combine several orders?
• No, each payment and confirmation is specific to each unique order: a delivery address and billing address.

Order tracking

• How can I check the status of my delivery?
• Once you have confirmed your order on the site, you will receive two emails. The first confirms that your order has been processed; this is also your receipt. The second email is sent as soon as your order leaves our warehouse, accompanied by detailed shipping information and the tracking number for your order. You can track your order using FedEx's online tracking tool. If you are registered for Clarins & Me you can also track the status of your order from your own personal area.
• How can I print my receipt?
• Your detailed order will be sent to you via email promptly and is also accessible from your personal Clarins & Me area the day after your package ships.
• I haven’t received my order.
• Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact consumer relations.

Returns and refunds

• What is your refund policy?
• Clarins welcomes returns within 30 days of the original ship date. Please fill out the return form in full and follow the instructions under "How do I make a return or exchange?" below.
• The order I received doesn’t match the one I placed.
• We are happy to rectify any errors. Please contact consumer relations for assistance.
• How do I make a return or exchange?
• Clarins welcomes returns within 30 days of the original ship date. Please fill out the return form (enclosed in your package) and send the package, containing any items you wish to return, to:
  Clarins Online
  Attn: Returns
  15 Olympic Drive
  Orangeburg NY 10962
  Sorry, we cannot refund shipping charges. Contact consumer relations for more information.
• How do I return a defective or broken product?
• If an item arrives damaged or does not work properly, you can request a refund or an exchange. Please contact consumer relations for assistance.
• I returned a product or an order but I haven’t heard anything.
• Returns take two to three weeks to process in full. Please be patient. If you have pressing concerns or are past the expected time period please contact consumer relations for assistance.
• How can I track a return?
• Like all transactions, you can view your returns in the order history section of your Clarins & Me area.
• How are refunds issued?
• Credit is issued on the card used to place the initial order. You will be refunded the cost of the returned product(s) as soon as the return is received and processed. Sorry, we cannot refund shipping costs.

Clarins products

• Where can I purchase Clarins products?
• Almost all Clarins products are available for purchase on clarins.com. You can also shop at one of our authorized retailers online and offline and at our standalone stores.
• How do I use Clarins products?
• You can improve the results of Clarins products with correct application. Tips for each product can be found on its product page and in the Expert Advice section of the site.
• How can I find the right product for me?
• Clarins.com gives you the option to create your own beauty prescriptions and receive personalized advice. By answering a few simple questions, we can show you the products that are best for your needs. Click here to get started.
• Can I get discontinued products?
• We are pleased to offer limited quantities of discontinued products in our "Last Chance" section, found within the What's New area of clarins.com. Unfortunately, once we run out of stock, discontinued items are no longer available.
• What types of ingredients are used in Clarins products?
• All Clarins products contain natural botanicals and other ingredients. You can learn more by reading the ingredients section for each product description on the site.
• I want to tell you about my experience with a product.
• We welcome questions, comments and stories from our customers. You can send your comments by completing the contact form.

My question isn’t listed

• My question isn’t listed
• If you still can’t find the answer to your question, you can email us for assistance. All messages are read by live operators.