COVID-19 INFORMATION

Since 1851, our community has been at the heart of everything we do at Kiehl’s. We are committed to ensuring the health, well-being and safety of our customers and employees. In response to COVID-19, we temporarily closed our Kiehl’s stores. Please know that during this temporary store closure period, our employees continued to receive full pay and we are excited to welcome them back into stores as we begin reopening in a limited capacity. Additionally, we are actively helping any team member who finds their life disrupted during this unusual time.

We are taking a thoughtful and strategic approach to re-opening our stores. We are closely monitoring federal and local guidelines and reopening stores accordingly. Prior to re-opening our doors, each store location will complete a thorough sanitization. Stores will continue to be cleaned and sanitized every two hours, at a minimum. Our store team members are required to wear a face mask at all times and gloves when engaging with customers, handling cash transactions and accepting deliveries. We follow federal and local health guidelines, avoiding all physical contact with customers, carriers and vendors and ask everyone to respect social distancing remaining at least six feet apart. We have temporarily suspended our expert skincare services. Instead, we established new skincare consultation and tester protocols that allow our teams to teach and sample safely, without human touch. Select stores are open for curbside pickup, with limited opening hours. We invite you to please visit our store locator to find the store nearest you.

While our stores reopen in a phased approach, we are open to serve your healthy skin needs 24/7 on our social channels and at kiehls.com, where shipping is free on all orders until further notice. We have added additional access to our Kiehl’s Skincare Experts by phone and online through live chat. As always, our online routine finder is available to guide you in choosing your personalized skincare routine.

To ensure the safety of our employees, we have implemented additional safety measures at our fulfillment center, such as limiting the number of people working at any given time, practicing social distancing, overnight facility sanitization and use of protective equipment. For these reasons, orders may experience delays. We apologize for any inconvenience this may cause and appreciate your understanding. We are committed to delivering your orders as soon as possible.

Giving back to our community has always been a valued commitment at Kiehl’s Since 1851. In this spirit, we continue our ongoing partnership with Feeding America. Feeding America, and their network of food banks, is committed to helping families and people in need during these times of uncertainty. We are honored to donate 500,000 meals to their cause. To learn more about Feeding America’s efforts, and how you can get involved in your local community, we invite you to please click here.

If you have any questions, please call us 1-800-KIEHLS-2 (1-800-543-4572), email us or chat with us on kiehls.com. We at Kiehl’s Since 1851 remain at your service during this uncertain time. Thank you for being a valued part of our Kiehl’s community.

Frequently Asked Questions

I am concerned about the virus, is it safe to order products from your company?

The Coronavirus has had no effect on product safety or quality. As a brand of the L’Oreal Group, Kiehl’s products are made in the United States and follow strict quality control measures to ensure consumer safety. This includes packaging that seals and protects the product from external contamination before it is opened by consumers. Currently there is no evidence to support transmission of the virus through use of beauty products and there have not been any cases associated with it.

Are your products coming from China?

As a brand of the L’Oreal Group, Kiehl’s products are made in the United States and follow strict quality control measures to ensure consumer safety. This includes certain packaging that is sealed to protect the product from external contamination before it is opened by consumers. Coronaviruses are generally thought to be spread from person-to-person through respiratory droplets. Currently there is no evidence to support transmission of the virus with imported goods and there have not been any cases associated with imported goods. According to experts at the U.S. Centers for Disease Control and Prevention (CDC), there is likely very low risk of the Coronavirus spread from products or packaging that are shipped from China.

Are your products being sanitized prior to being shipped?

As a brand of the L’Oreal Group, Kiehl’s products are made in the United States and follow strict quality control measures to ensure consumer safety. This includes packaging that seals and protects the product from external contamination before it is opened by consumers. Currently there is no evidence to support transmission of the virus through use of beauty products and there have not been any cases associated with it. The Coronavirus has had no effect on product safety or quality.

I started sneezing/coughing after opening your package, are your products infected?

As a brand of the L’Oreal Group, Kiehl’s products are made in the United States and follow strict quality control measures to ensure consumer safety. This includes packaging that seals and protects the product from external contamination before it is opened by consumers. Currently there is no evidence to support transmission of the virus through use of beauty products and there have not been any cases associated with it. If you have health concerns we recommend you contact your local physician and reference the CDC website for the latest guidance on the virus: https://www.cdc.gov/coronavirus/2019-ncov/index.html.

Will your product protect me from the Coronavirus? (cleansers)

Health experts recommend common-sense hygiene precautions to prevent the spread of COVID-19, including washing your hands often with soap and water for at least 20 seconds or using an alcohol-based hand sanitizer. Our products do not prevent the coronavirus, nor do recommend substituting the advice of a medical professional. Please reach out to your local health department or reference the CDC website for the latest recommendations: https://www.cdc.gov/coronavirus/2019-ncov/index.html

Are any of your ingredients manufactured in China?

As a brand of the L’Oreal Group, Kiehl’s product ingredients, sourced locally and around the world, follow strict quality control measures to ensure consumer safety.

The shipping address for my package is arriving at my (job, school etc.) however I am unable to retrieve the package due to the closing of the place of shipment.

Thank you for reaching out, we understand your need to redirect the shipment to a new address due to recent events. At this time, please contact UPS to request your package to re-route to a new address. Please click here for more information. If you have auto-replenishment set up, please also ensure that the shipment address is still valid. You can manage/update your address by logging into your account and clicking "manage auto replenishment."

Why is my order taking so long to process?

The health and safety of our customers and employees is important to us so we have implemented safety measures to protect against COVID-19, as a result, we are experiencing extended shipping delays as we work cautiously to prepare your order.

When will I receive a response from customer service?

The health and safety of our customers and employees is important to us so we have implemented safety measures to protect against COVID-19 at our customer service center. As we address the increased needs of our customers via please phone, chat and email please expect to experience longer than usual response times. We appreciate your patience during this challenging time.

Why can’t I choose expedited shipping?

The health and safety of our customers and employees is important to us so we have implemented safety measures to protect against COVID-19 at our fulfillment center. As a result, we are experiencing order processing delays. For this reason expedited shipping options are not available at this time.

Can I use my In Store Merchandise Credit online?

Yes, in store merchandise credit can be used online. In store merchandise credit is issued on a gift card which can be used online. Please reference additional information on gift cards here.

Are you modifying your store return policy if there are store closures?

The store return policy will not change but the good news is that our stores do not have a time limit on returns. When our stores reopen, if for any reason, you are not completely satisfied with the purchase of our product, you may return or exchange it for another item. Simply present a sales receipt, to receive a refund to original tender. If you do not present a receipt, the item can be exchanged or we can refund the amount to a store credit and you will receive your refund at the price of the items on the date of the refund. Stores are unable to provide refunds to original tender for items purchased outside of the United States, in Department Stores, at Airport Stores, Kiehls.com, Kiehl’s by mail, other travel concessionaries, or any location not managed by Kiehl’s. Product purchased at these locations will be treated as non-receipted returns and may be exchanged for other items or returned for Store Credit.