See your question in our FAQ or in our Beauty Questions

• I’m having problems accessing pages on the website.
• 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.
  
• If I enter personal information will it be secure?
• All the information you supply is strictly confidential. It will only be used internally by Clarins in order to make a delivery or to improve our service to you. Your bank details are SSL encrypted and will never be kept or stored on the website

• I have forgotten my user ID or my password. What do I do?
• You can request a new password from the Clarins & Me section of the site by clicking on the forgotten password link, entering your email address and confirming your request. Your new password will then be emailed  to you.
  
• Do I have to join Clarins & Me to place an order?
• No, you can place an order without joining Clarins & Me.
  
  However, this service does enable you to track your orders, review your order history, or return an order without having to re-register your details.
  So as a member of Clarins & Me you will save precious time when placing future orders.
  

• How do I join Clarins & Me?
• Click the Clarins & Me register link, enter the information requested and click OK. It only takes a couple of minutes.
  
• Is it possible to update my personal data?
• Yes, within the Clarins & Me section of the site.
• Where do I find my customer number?
• If you’re an existing online Clarins customer you’ll find your customer number on the despatch note we email to you.
  If you’re a new online customer, you’ll be assigned a customer number when you place your first order.
  
  You’ll be notified of it on your first dispatch note.

• 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 website?
• All Clarins regular retail products can be purchased online.  However you will find that in-store and online gift sets and promotional offers vary.
• What if I want to order something as a gift?
• It couldn’t be easier. If you join Clarins & Me you’ll be given your very own My Profile address book in which you can save additional delivery addresses.   When placing a gift order you’ll simply select your usual billing address followed by a different delivery address.
  
  An order placed as a gift will be delivered with a delivery note that doesn’t detail the order value.  You will receive the despatch note with full details of the order by email.
  
  You can include a personalised message with a gift order. To take advantage of this service, simply enter your message in the space provided on the order summary page.
  
• How can I change my delivery address?
• Your billing address will automatically be entered as your delivery address. When placing your order you will have the option to change your delivery address. If you are a member of Clarins & Me you can also save addresses in your own address book.
  
• Can I ask for deliveries to be sent to an address other than my home address?
• Yes. Your Clarins & Me address book enables you to save delivery addresses that differ from your billing address. When placing an order, simply select two addresses: one for billing and one for delivery.
  The order will be delivered with a delivery note that excludes details of the value and you will be emailed a despatch note with full order details.
  
• Can I ask for deliveries to be sent abroad?
• No.  Currently Clarins.co.uk only delivers within Mainland UK.
  
• How long will my order take to arrive?
• Your order will take between 4 and 6 working days to arrive.
  

• How do I pay for my order?
• We accept payment online using the following credit and debit cards only: American Express, Visa, Mastercard, JCB, UK Maestro and Solo.
• Is online payment secure?
• Yes, it’s completely secure. Your bank details are SSL encrypted and will never be kept or stored on our website. The data is transmitted to the banking servers 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. Authorisation is between our banking provider and your financial institution.
  
• When will the payment be taken from my account?
• Your bank will provide authorisation once your payment has been validated. However, your bank account is only debited once your order is dispatched.
  

• When will my order be processed?
• As soon as you click the "Finish your order” button, the order is submitted for processing. We try and process orders within two working days.
  
• How will I know my order has been received?
• Having placed your order, you’ll receive two emails.  The first will acknowledge that your order has been received and a second email confirming dispatch is sent as soon as your order leaves our warehouse. Provided you’re a Clarins & Me member, you’ll be able to track your orders’ progress online.
  
• Where do I find my order number?
• Your order number is detailed on all order acknowledgement emails, despatch confirmation and delivery notes.  
  
• How do I change or cancel an order I’ve just placed?
• We process orders as quickly as possible and so if you wish to change or cancel an order, you must contact Customer Services immediately.
  
• Can I combine several orders?
• No, each payment and acknowledgement is specific to each unique order. You can add as many products as you wish to your shopping basket. Our purchasing policy is a maximum of 3 units per product and a total order value of £400.
  

• How can I check the status of my delivery?
• Once you have finished your order on the site, you will receive the following emails.
  An initial email acknowledging that your order has been received.
  A second email confirming that your order has been dispatched from our warehouse, accompanied by a dispatch note detailing the order parcel number. This email will contain a link to our carrier’s website, to allow you to track your order by entering the relevant parcel number.
  
  If you are a member of Clarins & Me you can also track the status of your order from your own personal area.
  
• I haven’t received my order. Is my order lost?
• If you have not received your order by the delivery date specified, please contact Customer Services.
  

• What is your refund policy?
• You must return the item(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the item(s) while they are in your possession. You should return the item(s) together with the original dispatch note and the returns authorisation code, to arrive at our warehouse within 14 working days from the date you originally receive the order.
  
• The parcel I received doesn’t match my order?
• Please contact your Customer Services who will explain the return or exchange options for your order.
  
• How do I return or exchange an individual product or my entire order?
• If you wish to return a product or an order placed on the Clarins UK website that is not suitable. Please contact Customer Services who will explain the return or exchange options available to you.
  
• How do I return a faulty product?
• You can request a refund or an exchange for any product with which you are not entirely satisfied.  Please contact Customer Services who will explain the return or exchange options available to you.
  
• I returned a product or an order but I haven’t heard anything.
• It can take up to 30 days to process returned items. After this time, please contact Customer Services who will take the necessary steps.
  
• How can I track a return?
• Once processed by our warehouse, you can view your returns in the order history section of your Clarins & Me area.
  
• How will I be refunded for returns?
• You will be refunded the cost of the products purchased (excluding your contribution to delivery costs) as soon as they have been received by our warehouse.
  We will only make a refund to the credit or debit card account used to make the original online purchase.
  

• Where can I purchase Clarins products?
• Clarins products are available nationwide in leading department stores, salons, perfumeries, destination and day spas.  To find your nearest authorised Clarins stockist, click on the Clarins UK Address Book on this site.
  
• How do I use Clarins products?
• Every product on this website is accompanied by application advice. You’ll find it when you click on the product that interests you.
  
• How can I find a product that suits me?
• For the very best advice we will always recommend that you visit your nearest Clarins Specialist.  However, you can also use the online Clarins Skin Care Planner to guide you through our range and create your own personalised skin care programme.  You’ll be asked a few questions about your skin and what you’re looking for and in response you’ll receive a shortlist of the best products to suit your needs.
  
• What can I do if a favourite product is discontinued?
• A discontinued product is invariably replaced by one which benefits from the most up-to-date research and new and more effective ingredients.  So contact Customer Services and we’ll be happy to advise you on which of our current products will best suit your needs.
  
• What types of ingredients are used in Clarins products?
• We believe that the plant world is the best source of skin treatment ingredients and so sustainable plant extracts and essential oils are the very heart of every Clarins product.  Each product on this website is accompanied by a list of key ingredients which you’ll find when you click on the one that you’re interested in.
  
• How can I give you my feedback on a product?
• You can send us your comments by completing the questionnaire, or Client Card, included in every product.  Or you can contact us at Customer Services.
  

• My question isn’t answered here.
• If you haven’t been able to find the answer to your question on this site, then you can contact us at Customer Services