Help

01 I’m 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.

02 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.

03 Will my credit cards details be secure?

Your credit card details are SSL-encrypted and will never be stored online or accessed without your permission.

04 I forgot my password.

You can request a new password from the Sign In section of the site by clicking on the forgotten password link, entering your registered email address and confirming your request. Your new password will then be emailed to you.

05 Do I have to register on the Clarins website to place an order?

No. You can place an order without registering on the site by using our Guest Checkout. However, registration allows you to track orders, review your order history, collect and view your reward points and place orders without having to re-enter your details. This will save time when placing future orders. Please note that non-registered accounts at www.clarins.com.my will not be eligible for Club Clarins points accumulation and redemption rewards.

06 How do I register My Account?

Signing up is fast and easy. Simply click the register link on the Sign In page and enter the information that is required or during the checkout process, select the ‘Register’ option.

07 How can I update my profile?

You can change your personal data within the My Account pages. Please note for all Club Clarins members, an update of your information in the Club Clarins webpage is essential in assuring timely and efficient reward redemption process for offline and online purchases.

08 How do I place an order online?

Add the products you want to buy by clicking on ‘Add to Bag’ then click on the "View my Bag" link to begin the order process. The site will guide you through the necessary steps.

09 What products are available on the site?

All Clarins Malaysia retail products can be purchased online. You may notice slight differences in gift sets and promotions that are exclusive to www.clarins.com or to retail stores. On occasion, items temporarily go out of stock but we do our best to keep every product available. We do not accept backorders or pre-orders for items.

10 Can I change my delivery address?

Yes. Your billing address will automatically be entered as your delivery address. You can change this during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book. Unfortunately, if you have already placed an order you will be unable to change your delivery address.

11 Can I have my order delivered 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. The My Account area also offers an address book that enables you to save a different delivery address and billing address.

12 Can I ask for deliveries to be sent abroad?

No, currently www.clarins.com only delivers to Malaysia. We do not deliver outside of Malaysia.

13 How long will my order take to arrive?

Clarins.com offers the following shipping options:
Standard delivery via Quantium Solutions (3-5 business days)
For more information, visit our Shipping Options section.

14 How do I pay for my order?

We accept Visa, MasterCard, American Express and PayPal. Debit cards are also accepted.

15 How quickly can I receive my order?

Clarins.com offers the following shipping options:
Standard delivery via Quantium Solutions (3-5 business days)
For more information, visit our Shipping Options section.

16 What can I do if my payment is declined?

If your 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.com Customer Service Team for assistance.

17 When will payment be deducted from my account?

Your credit card will not be charged until your order has been dispatched. You may see a temporary authorisation on your account; this is replaced by the actual charge when your order has been dispatched.

18 How will I know when my order has been received?

When you have successfully placed an order, a confirmation message will appear on the successful payment page. You will also receive Order Confirmation Email in your email inbox.
If you have registered an account at www.clarins.com, your order is viewable on the site after 24 hours in the My Account area.

19 Where do I find my order number?

Your order number will be in the confirmation email and in the My Account pages under Order History.

20 How do I change or cancel an order?

As we normally dispatch orders within 1- 2 days, it may not be possible to cancel prior to dispatch. In this instance you would need to return your order once received in accordance with our Returns Policy.

21 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 received; this is also your receipt. The second email is sent as soon as your order has been dispatched, accompanied by detailed delivery information and the tracking number for your order. You can track your order by clicking on the Track order. If you are registered you can also track the status of your order in the My Account area.

22 I haven’t received my order.

If you have not receive your order within 7 business days, please contact Clarins.com Customer Service Team to resolve the issue.

23 What is your refund policy?

We welcome the return of products purchased on Clarins.com within 14 days of receipt. It can be done by calling Customer Service at 03-21414076, or emailing to Clarins.com Customer Service Team with your order details. For more information, please refer to our Returns section.

24 The order I received doesn’t match the one I placed.

We are happy to rectify any errors. Please contact Clarins Customer Relations for assistance.

25 How do I make a return or exchange?

We, at Clarins hope that you are delighted with your order. If for any reason you are not entirely satisfied, you may return any product unopened and in its original condition for a full refund, provided always that you tell us within 7 working days from delivery that you intend to return the product, and return of the product is effected within 14 working days from delivery.

Please note that we do not accept any exchange of products purchased from unauthorized website. We cannot accept an item that has been opened, unless the product is damaged or defective.

Item (s) must return to us in their original condition within 14 days from the date of receiving the parcel. Products must be unopened and in original packaging, with all accessories and leaflets. Please refer to our Returns Policy for more information or contact Clarins.com Customer Service Team for assistance.

26 How do I return a damaged product?

In the case of damaged items, please contact Clarins.com Customer Service Team immediately for assistance.
Refunds will only be made against the original credit/debit card used.
• An email will be sent to confirm the receipt and processing of your return request.

Please note: Only products purchased on www.Clarins.com.my may be returned for refund.

All refund delivery fees are fulfilled by user. www.Clarins.com.my is not held for return shipping costs should full refund is mentioned.

*Rewards Points earned on returned product(s) will be deducted from your Club Clarins Account.

27 How are refunds issued?

Refunds are 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. Please refer to our Returns Policy for more information.

28 Where can I purchase Clarins products?

You will find the newest and most complete assortment of Clarins products at Clarins.com. On occasion, items temporarily go out of stock, but we do our best to keep every product available. You may also find Clarins at major department stores, Skin Spas and Retail Boutiques across Malaysia. To find your nearest Clarins store, please visit our Store Locator.

29 How do I use Clarins products?

Every product on this website is accompanied by notes on the application method. Tips for applying each item can be found on its product page and on the How to Apply pages.

30 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 or by accessing the Why Clarins section.

31 I want to give you my opinion of a product.

You can write a review on any product by giving a global rating and sharing your opinion with others. You will be asked to write a text review about your chosen product. Before submitting, you will have a chance to preview your review and see how it will look on-line. If you are happy with your review, click “Submit” to send it. You may also Modify or Cancel your review at any point.
Please note that it may take up to 72 hours for your review to be processed and posted onto our site. Any reviews containing inappropriate material including (but not limited to); swearing, racism and general obscenities. All your reviews will then be stored in your account under My Reviews and Recently Viewed.

32 My question isn’t listed

Feel free to drop us a question by contacting Clarins.com Customer Service Team and we will be in touch with you soonest.

33 Clarins, No.1 in Luxury Skincare brands in Europe*.

*Source: The NPD Group, value sales YTD Dec 2013.
Did not find your question?

Malaysia number: +603 2141 4076
Malaysia email: info.my@clarins.com

Malaysia contacting hours:
(9.30am–5.30pm, Mon–Fri, excluding Public Holidays)