Ordering | Changing or Canceling Your Order


For details on your 28 day right of return, please see the Returns Policy section of the website. This section details your statutory rights of cancellation. Please note that this is a shorter period than the 28 day period under the Returns Policy.

 

  1. You have the right to cancel your purchase and receive a full refund provided you notify us in writing as set out in (2) below that you are exercising this right of cancellation no later than seven working days (i.e. excluding weekends and bank holidays) beginning with the day after you received your goods.

  2. To exercise this right of cancellation:

    1. Contact us by email with the form on the Customer Service page

    2. Follow the returns instructions as laid out in the Returns section of this site

  3. Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.

  4. If your goods are faulty or do not meet the description given on the site,.we will refund the value of your order for those goods. For more information on how to return goods to us please refer to the Return Policy section of the site

  5. We recommend that returned goods be sent via insured, traceable delivery for your protection.

  6. Please note that you do not have a cancellation right with regards to customised products. Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

    • Item(s) not available

    • Difficulty in processing your payment information

    • Cannot ship to address provided

    • Duplicate order was placed

If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact our Customer Service Team by email or by calling 1-800-543-4572 for a recommendation.

* Please note that calls to 1-800-543-4572 that are not made from a US landline may be subject to a charge.

© 2014 Kiehl's Since 1851.