DELIVERY & RETURNS

DELIVERY & RETURNS

RETURNS POLICY

  1. What is your returns policy?

    Have you changed your mind?

    At Clarins, we always want you to have the best possible experience when you shop online at Clarins.com.my. We accept returns for unused items purchased on the website at clarins.com.my. We are unable to accept an 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 for assistance by phone at +603 2141 4076 (Option 2 - Online Orders) or via email at ecommerce.my@clarins.com.
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    Your satisfaction is of the highest importance to us, and we're pleased to give you the option to return your order free of charge.

    How to Return Your Order
    1. 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 Return Merchandise Authorisation (RMA) 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 RMA 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 care team. For security and peace of mind, we strongly recommend that you use registered post as we are not liable for lost return parcels.
  2. How do I return a product from my order?

    Products purchased on Clarins.com.my can be returned within 14 days from the original delivery date. Please contact our Customer Care team for assistance by phone at +603 2141 4076 (Option 2 - Online Orders) or via email at ecommerce.my@clarins.com to explain the reason for the return and confirm the item number and quantity of the return product. Customer Care team will send you the return form that includes the return address and a Return Merchandise Authorisation (RMA) number to ensure a fast return process.

    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 Customer Care team for assistance.
  3. When will I be refunded?

    Returns are processed and refunded by our team within 10 days of receipt of your package at our warehouse.

    My parcel 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.
  4. Do you offer exchanges?

    No, we only offer refunds for returned products.

    To buy the product you would like, we ask that you place a new order.
  5. Is it free to return my order?

    Delivery costs are non-refundable for change of mind returns.
  6. How do I return a damaged product?

    You may (a) exchange your products or (b) obtain a full refund if the products in your order are damaged or faulty upon receipt, or if the products you have received are not the products you originally ordered.
    (a) Exchange:

    When exchanging damaged or faulty products or incorrect deliveries, we will dispatch replacement items to you free of charge provided once we have received the return products in your order in the condition in which you received them.

    (b) Refund:

    When returning damaged, faulty or incorrect orders we will refund (to the original credit, debit card or online banking account used to make the online purchase):

    a) the full purchase price;

    b) the delivery charges incurred in delivering the products to you;

    provided you first return the products in your order to us in the condition in which you received them. If you fail to return products to us we may charge you for the products or the cost incurred in collecting them from you.

    To obtain a refund or exchange of the products to us, please return products within fourteen (14) business days as of the delivery date.

    Club Clarins points will also be reversed from your Club Clarins Account.

DELIVERY METHODS, TIMES & COSTS

  1. Which delivery methods do you offer?

    All orders made on www.Clarins.com.my are fulfilled by Quantium Solutions, which offers the following shipping options:

    Delivery to West Malaysia: RM10
    Orders placed after 2pm are typically processed and deliver by delivery partners within 3-5 business days (Excluding weekends and public holidays). Actual delivery time depends on shipping distance and may vary.

    Delivery to East Malaysia: RM20
    Orders placed on www.Clarins.com.my are typically processed and deliver by delivery partners within 7-10 business days (Excluding weekends and public holidays). Actual delivery time depends on shipping distance and may vary.

    Public Holidays Announcement: Should there be any official public holiday from Monday to Friday, there will be a delay of delivery until the next working day.

    ** If you have any questions, please contact our Customer Care team for assistance by phone at +603 2141 4076 (Option 2 - Online Orders) or via email at ecommerce.my@clarins.com with your Order Number & Tracking Number.

    FREE Standard shipping with any order above RM250!
    No promo code required.

    *Shipping fees are not eligible for promotions or reward points.
  2. Can I have my order delivered to an address which is different to my home address?

    When placing an order you may enter different delivery and billing addresses. The order will be delivered to the delivery address provided. Parcels 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.
  3. Which destinations are covered?

    Clarins.com.my ships within Malaysia only.
  4. COVID-19: Deliveries continuing with extended periods

    We continue to ensure the preparation of your orders placed online. Please be assured that we have taken all the necessary measures to protect the safety of Clarins teams and our partners, as well as your safety.

    As a result of the new safety and distancing instructions, preparation time has been extended from 1 to 2 days.

    Delivery times have also been extended from 2 to 10 days. Orders placed online will be received within 7 working days on average. Thank you for your patience.
  5. Is it free to return my order?

    Delivery costs are non-refundable for change of mind returns.
  6. Can I have my order delivered outside Malaysia?

    Clarins.com.my only delivers to addresses within Malaysia. For delivery to international addresses please visit the respective country website. In the footer of the website, you can update the country website.
  7. 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 our Customer Care team for assistance by phone at +603 2141 4076 (Option 2 - Online Orders), Monday - Friday, 9.30am to 5.30pm or via email at ecommerce.my@clarins.com.
  8. COVID-19: Announcement: Delivery delay to affected areas

    Kindly be informed that due to the Enhanced Movement Control Order (EMCO) in Kota Setar, there will be a delay in delivery due to the SOP that needs to be strictly abided throughout the period. Kindly find affected postcodes below:
    05000, 05050, 05100, 05150, 05200, 05250, 05300, 05350, 05400, 05460, 05500, 05502, 05503, 05504, 05505, 05506, 05508, 05512, 05514, 05516, 05517, 05518, 05520, 05532, 05534, 05536, 05538, 05550, 05551, 05552, 05556, 05558, 05560, 05564, 05576, 05578, 05580, 05582, 05586, 05590, 05592, 05594, 05600, 05604, 05610, 05612, 05614, 05620, 05621, 05622, 05626, 05628, 05630, 05632, 05644, 05660, 05661, 05664, 05670, 05672, 05673, 05674, 05675, 05676, 05680, 05690, 05696, 05700, 05710, 05720, 05990, 06250, 06550, 06570, 06660

    Targeted Enhanced Movement Control (TEMCO) Shipping Update

    Kindly be informed that due to the Targeted Enhanced Movement Control Order (TEMCO) in Sabah, there will be a temporary suspension in delivery due to the SOP that needs to be strictly abided throughout the period. Kindly find affected area & postcodes below:
    • Tawau: 91000 to 91035
    • Kunak: 91200 to 91207
    • Semporna: 91300 to 91307

    As for Klang & Lahad Datu, kindly expect a delay in delivery up till 14 working days.
  9. COVID-19: Are orders still being delivered?

    We are very fortunate to be able to continue to run our website as usual and will deliver all standard orders free of charge until 31 Dec 2020. We would like to inform that while our official online store remains operational, you may experience delays in shipping as per below:
    • West Malaysia: 7 - 10 business days
    • East Malaysia: 14 - 20 business days

    Once the parcel is shipped out, you will receive an email with the tracking number and you will be able to track your parcel. We are working with the warehouse to ensure that social distancing and precautionary measures are followed with strict rules to protect our partners. Our deliveries are managed though GDex who are also following the latest government guidance to keep everyone safe and well.

MODIFY MY DELIVERY

  1. 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.
  2. How can I change my delivery address?

    You can change your delivery and billing addresses during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book. PLEASE NOTE: We strongly recommend that you check the details before submitting your order.
  3. GDEX: how can I change my delivery address?

    If the delivery address for your order is incorrect, please contact our Customer Care team for assistance by phone at +603 2141 4076 (Option 2 - Online Orders) or via email at ecommerce.my@clarins.com

TRACK MY DELIVERY

  1. How do I track the delivery of my package?

    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 by phone at +603 2141 4076 (Option 2 - Online Orders) or via email at ecommerce.my@clarins.com.

    You will receive another e-mail containing tracking information, once your parcel is on the way. If you have a Clarins account, you can also track the status of your order by clicking on “Orders” within the My Account section. On average, your order should take between 3 to 5 business days to arrive in West Malaysia, and between 7 to 10 working days to arrive in East Malaysia.
  2. When will my order be delivered?

    Due to high demand, we are experiencing some delays in processing and shipping orders. You may experience a delay in receiving your shipment. We apologise for any inconvenience this may cause. Thank you for your continued support during this difficult time.

    Processing times: Within 2-4 business days.

    Delivery Times: Within 3-5 business days in West Malaysia and up to 21 business days to East Malaysia.

    Targeted Enhanced Movement Control (TEMCO) Shipping Update

    East Malaysia, Sabah

    There will be a temporary suspension in delivery due to the SOP that needs to be strictly abided throughout the period. Kindly find affected area & postcodes below:

    • Tawau: 91000 to 91035
    • Kunak: 91200 to 91207
    • Semporna: 91300 to 91307
    As for Klang & Lahad Datu, kindly expect a delay in delivery up till 14 working days.
  3. I haven’t received a tracking number

    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, we invite you to go to "My Account", then to "My Orders", and in "My Products and Samples", you will find :

    - Your order status

    - Summary of products ordered

    - A link to "Track Your Order"
  4. The order I received doesn’t match the one I placed.

    Of course we will fix any errors. Please contact our Customer Care team for assistance by phone at +603 2141 4076 (Option 2 - Online Orders), Monday - Friday, 9.30am to 5.30pm or via email at ecommerce.my@clarins.com.

TRACK MY RETURN

  1. My package is being returned; when will I get my money back?

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

    My parcel 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.
  2. My order has not been delivered and returned; what can I do?

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

    All returned packages will be redispatched at cost to the customer.
  3. I returned a product/an order but I haven’t heard anything.

    Returns take 1 to 2 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 team for assistance by phone at +603 2141 4076 (Option 2 - Online Orders), Monday - Friday, 9.30am to 5.30pm or via email at ecommerce.my@clarins.com.