MY ORDER

MY ORDER

ORDER ON CLARINS.COM

  1. How do I place an order on Clarins.com.my?

    Shopping on Clarins.com: an overview

    Find your products. Use our site navigation, search engine, product finder, product comparison or Beauty Consultation. For product information, how-to apply videos, did you know? and other related links, click on any product name to get to a specific product detail page.

    Add the product to your shopping bag. Select your desired shade, size and quantity and then click the "Add to cart" icon. A window will appear confirming that the product has been added to your bag. You can then continue shopping and browsing the site. To view the contents of your shopping bag, click on "View my bag."

    View your shopping bag. Simply click the "shopping bag" icon at the top right of any page. Here, you can update quantities and add or delete items. You can also select from a range of complimentary samples with any order.

    Place your order. Simply click the “Checkout” button after reading and agreeing with our Terms and Conditions. After your order has been submitted, a "Thank You" page will be displayed, confirming your order. An email confirming receipt of your order will be sent to you. If an order confirmation does not arrive within 24 hours after submission, 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.
  2. I'm having trouble navigating the site; can you help me?

    If you are having difficulty accessing pages on our website, it is possible that your browser is storing data on our site which is no longer up to date.

    We advise that you empty your caches by using the "Shift + F5" keys if using the Google Chrome browser, or "Ctrl + F5" if using Internet Explorer or Firefox.
  3. My product is unavailable; when will it be back in stock?

    On the product page you’ll find an alert form that will allow you to receive an email notification as soon as the product is back in stock.
  4. Why do I have to give my phone number?

    A contact phone number is required by most Courier providers. We will only use this information to contact you, if necessary, about your order or to respond to your enquiries.
  5. What should I do if I have a problem finalising my order?

    If you have correctly entered your data and added your products to your shopping bag but are unable to finalise your order, our customer service team is here to help! Contact us for assistance by completing the form on our contact us page.
  6. Can I group several orders together?

    Each order will be processed individually in terms of payment and shipping.

    You have the option to order up to 5 units per item with a maximum purchase value of RM4000 per order.
  7. I'm looking for a Clarins product on your website but I can't find it

    To find the product you want to order online, browse the categories related to your product or write the product name in the search bar.

    Clarins products are categorised within Skincare, Body Care, Make-Up, Men and Gift & Sets. Use the Product Filters on select pages to narrow the list of products and highlight the ones that best suit your needs. The search feature will help you select the appropriate product(s) based on the information you provide. If you would like additional advice, check out our online Beauty consultations to get personalised product recommendations for all categories.

    If your product is not available online, it may be discontinued product or a limited edition which is no longer for sale.

    All products on Clarins.com.my are available for sale in Malaysia. If an item is out of stock, you will not be able to add it to your shopping bag, however it may be available in a store near you. In the rare event that a product(s) becomes unavailable after your order has been placed, we will notify and refund you immediately.

    We recommend that you contact our Customer Care team so we can suggest a product that best suits your needs.
  8. How many orders can I place on the same day on Clarins.com.my?

    For your protection, a customer may place up to 3 orders on Clarins.com.my within a 24 hour period. If you have any questions or concerns 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.
  9. Do I have to register with Clarins.com.my to place an order?

    No, you can place an order as a guest, without registering, however having a personal account allows you to track your order and review your order history. Plus, you will save time when placing future orders by not having to re-enter your basic details.
  10. What products are available on the clarins site?

    Clarins.com.my is home to the latest products as well as your Clarins favourites. This includes all of your skincare, make-up and maternity needs as well as the popular men’s range and classic fragrances. You can also find our products at Clarins Boutiques, Skin Spa and Departmental Stores. To find a Clarins retail location near you, please visit our store locator.
  11. What should I do if I can’t complete the checkout process?

    If you have correctly entered all your information and are unable to complete the checkout process, we may need further information. 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.

OFFERS & GIFTS

  1. How can I take advantage of current promotional offers?

    To find out about our current offers, check the "special offers" section on our home page. There you can find all the terms and conditions to take advantage of our offers.

    Please note: promotions are applied to your shopping bag or a selection of products and usually cannot be combined with other offers.
  2. How can I take advantage of my birthday offer?

    Are you one of our loyal customers and have filled in your date of birth? We’ll be delighted to send you a birthday promotional code via email to celebrate your day together!

    We invite you to enter the promotional code in the "Promotion Code" field of your shopping bag. Your offer can be combined with all of our current offers.
  3. How to use Promotion Codes?

    Occasionally there may be a specific alphanumeric code associated to an online promotion that you’ll need to use to redeem an offer. There may be a minimum spend qualifier (shipping is excluded). Enter the code on the "Promotion Code" during the checkout process. You will see the promotional products appear in your shopping bag under “My Gifts” section. Promotional codes are only available for a limited time and cannot be used once expired.
  4. I forgot to add my gift to my order

    We can't make any changes to an order once it was finalised. If you have forgotten to add your gift please contact our Customer Care team for assistance by phone at +603 2141 4076 (Option 2 - Online Orders) from Monday to Friday, 9.30am to 5.30pm or via email at ecommerce.my@clarins.com

PAYMENT & BILLING

  1. Which payment methods are available?

    Clarins.com.my accepts these Credit / Debit cards and online banking:
    • Visa
    • MasterCard
    • iPay88
    • Paypal

    We're sorry, we do not accept:
    • Cash on Delivery (COD)
    • Cheques
    • Postal Orders

    Important information:
    For your security, your billing name and address must match that of the credit/ debit card being used for payment. We reserve the right to cancel any order that does not match this criteria.
  2. Can I give my personal information securely?

    All information provided is strictly confidential.

    It will be used exclusively by internal departments at Clarins for the sole purpose of making a delivery or serving you better. We use the latest and most secure technology available, which encrypts all of your personal and credit card details.
  3. When is my payment taken?

    Your credit card will be charged straight away once your order is confirmed with an order number.
  4. What can I do if my payment has been refused?

    If payment is declined, please contact your bank or credit card company first. Authorisation is between our banking provider and your financial institution. If you encounter any further difficulties or have any additional questions, 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.
  5. What is 3-D Secure?

    3DSecure is another way of protecting your online purchases.

    After entering your card number, you will be asked for a OTP (One-Time-Pin) to validate your payment.

    This code will be sent to you via text by your bank. If the mobile number provided is incorrect, we advise that you contact your bank directly.
  6. How do I get an invoice for my order?

    For any order placed online, you will receive an invoice by email within 24 hours of your order being confirmed.
  7. Is my payment secure?

    When you place an order on Clarins.com.my, we encode your information using Secure Socket Layer (SSL) encryption technology; the most advanced consumer online security to date. Your order will be placed safely and securely. Your bank details are SSL encrypted and will never be kept or stored on this website without your consent.

TRACK MY ORDER

  1. I have an account; how can I check the status of my order?

    When you place an online order, you will receive a confirmation email from us. If you do not receive a confirmation email within an hour, 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 email when your order has been dispatched. It will include your order tracking number. You can track your delivery by clicking on the Track Order Link. If you have created an account online, you can also track the status of your order within the My Account section of the website.
  2. Where can I find my order number?

    Your order number is in the order confirmation email you received after placing your order. You can also find your order information within the My Account area. Select the Order History to see a detailed history of your orders. Your order number will also be on the printed document accompanying your delivery.
  3. Has my order been confirmed?

    Upon placing your order, Clarins.com.my will display a confirmation message. You will also receive an order confirmation email, including your tax invoice. If you've registered an account with us, your order will also be viewable on the site after 24 hours in the My Account area.
  4. I don't have an account; how can I check my order status?

    If you did not create an online account when you placed an order with Clarins.com.my, you will not be able to view the status of your order.

    However, we will keep you updated! As soon as your order has been confirmed, a confirmation email is sent to you.

    You will then receive an email with a tracking number for your parcel.

    Finally, you will also be able to receive follow-up emails or texts from the delivery service.

MODIFICATION & CANCELLATION

  1. Can I cancel a current order?

    Once your order has been confirmed, it is not possible to cancel or amend it.

    If you ordered the wrong product or forgot to enter a promotional offer, we advise that you 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. We can assist with the return of the incorrect order and the placing of a new one.

    For more information on return conditions, click here.
  2. How do I change my order?

    Once your order has been validated, it is not possible to modify its contents.

    If you just want to change your delivery address, 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.

    If you ordered the wrong product or forgot to enter a promotional offer, we advise that you place a new order and return the wrong order to us.

    For more information on return conditions, click here.
  3. Why was my order cancelled?

    In the event of a temporary stock shortage, very occasionally an order will be cancelled by our logistics team. We are very sorry about this.

    If this is the case, you will receive an email confirming that the product ordered is unavailable and your order has been refunded. The refund is immediately processed when the email is sent.

    You will see the refund appear on your bank account within 14 working days.