Shipping & Returns

It’s always our goal to make your ordering process as efficient as possible. Learn all about our shipping policies and procedures below, and note our unique Kiehl’s Since 1851 Guarantee, created to ensure that you are always pleased with your purchases.

  1. Shipping
  2. Order Status
  3. Change Submitted Orders
  4. Report Order Problem
  5. Returns & Exchanges

SHIPPING

Your orders are shipped from our warehouse at Delhi through registered courier companies at your doorstep. Orders are shipped within 2 (two) business days of confirmation of payment for prepaid and upon confirmation of order for COD. Normally, purchased products will deliver at your door step within 7 (seven) business days from the date of order made between 9AM – 6PM during Monday to Saturday and plus 1(one) business day for orders made between 6PM – 9AM during Monday to Saturday or Sunday. Delivery of all orders will be to mailing address as provided by you at the time of placing your order.

As per the laws of the Land we are obliged to send the Invoice Copy along with the package as a part of shipping document including for any order made for Gifting purpose.

Goods receipt will need to be signed upon delivery. If you can’t be there to sign for your delivery, please suggest an alternative person; family member, colleague, neighbour etc. However, Kiehl’s will not take any responsibility for products signed by any alternative person.

Kiehl’s is not responsible for damage after delivery. All claims for shortages/ damages must be reported to customer service within 24 hours of delivery along with the images of the damaged product.

ORDER STATUS

Your orders are shipped from our warehouse at Delhi through registered courier companies at your doorstep. Orders are shipped within 2 (two) business days of confirmation of payment for prepaid and upon confirmation of order for COD. Normally, purchased products will deliver at your door step within 7 (seven) business days from the date of order made between 9AM – 6PM during Monday to Saturday and plus 1 (one) business day for orders made between 6PM – 9AM during Monday to Saturday or Sunday. Delivery of all orders will be to the mailing address as provided by you at the time of placing your order.

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 call us at +91-96509-44451 or email us at Customer Service - customercare.kiehls@questretail.in and we would be happy to assist you.

CHANGE SUBMITTED ORDERS

If you need to change an order you have already placed, please contact a Kiehl’s Customer Representative at +91-96509-44451 or email us at customercare.kiehls@questretail.in To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your needs.

REPORT ORDER PROBLEM

If your order is missing a product, contains a damaged item, or other concern, please contact a Kiehl’s Customer Representative at +91-96509-44451 or email us at customercare.kiehls@questretail.in 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.

RETURNS & EXCHANGES / REFUND POLICIES

Though we strive to give you a great customer experience each time you shop with us, but considering the fact that same products cannot be used by other customers upon return due to hygiene factors, we don’t accept exchange or return of the products once sold or delivered.

In case of any problem or quality issue with the product, we exchange the product. All you need to do is to give us a call within 24 hours of delivery. Our customer care details are: +91-96509-44451 or drop an email at customercare.kiehls@questretail.in

Exchange of products will be accepted only if the products are returned in a saleable condition with the tags intact and in their original packaging, in an undamaged condition and subject to following terms:

  • Return/ exchange/ replacement for goods/ merchandise are subject to inspection and checking by Kiehl’s Team & on submission of required details/document as requested by Kiehl's for due process.
  • Damages due to neglect, improper usage or wrong application will not be covered under our Exchange / Returns Policy.
  • Cash on Delivery (COD) convenience charge and the shipping charge would not be included in the refund value of your order as these are non-refundable charges.
  • Once your exchange / return request has been accepted, the exchange / refund process will be completed within 7-10 business days, subject to picking & product inspection. Replacement/Exchange or refund against any product will be initiated only once the original product is received with Kiehl's
  • Further for exchange / return of the products, Kiehl’s India will issue an Exchange/refund Letter subject to only the product approved for exchange/return tallying to the total amount paid against the product/s approved. These Exchange/refund Letters can be utilized on a future purchase on the website by the customer or get refund in original method of payments. These Exchange/refund Letters cannot be used against cash or reimbursement and have to be used within stipulated time of validity. These notes/letter cannot be used against for reimbursement and have to be used within stipulated time of validity.
  • Some special rules for promotional offers may override Kiehl’s India’s Exchange/ Returns Policy. In case of exchange/refund any/all complimentary products has to be returned originally shared with the order against which exchange/refund is requested.
  • To check which items cannot be exchanged, please call our customer care number on +91-96509-44451 through business days (Monday to Friday) or mail us at customercare.kiehls@questretail.in We are constantly working to include more and more products to our exchange list.
  • The final price of exchanged products should be equal to or more than the price of returned items. Customers are requested to pick replacement/exchange product as per their comfort as Kiehl's will not be libel to process any further exchange/return on already exchanged product.
  • In case you choose an item of higher value, you can pay the differential amount by way of Net Banking, Credit card / Debit card etc.
  • The product should be returned to our address at: Kiehl’s India. Apollo Fiege Integrated Logistics Pvt. Ltd. Plot No. 92 Village Bamnoli Dwarka 28 ND-77.
  • However, do give us a call and we can help you with the steps to follow in case of exchange / return
  • Place your item in its original packaging.
  • Please mention your Name, Order Number, and Mobile Number, on the top of the box, and insert the original invoice.
  • In case, you wish to cancel your order, please contact our customer care through call +91-96509-44451 or share an email at customercare.kiehls@questretail.in. In case of cancellation of a prepaid order we require an email confirmation from you to process cancellation due to data protection. Refund of your amount will be processed within 7-12 business days as per our Exchange / Return policies.
  • For cash on delivery transactions, we will initiate a bank transfer for the refund amount against the billing details shared by you. This process will start after receiving the products back as per Exchange / Return policies and your bank details on email. Refund of your amount will be processed within 7-12 business days as per our Exchange / Return policies.
  • Keep the product and the package ready for pickup by Kiehl’s India.