Placing an Order
To make your ordering experience as effortless as possible, we’ve provided detailed information about placing an order on kiehls.com.
Kiehl’s accepts American Express, MasterCard and Visa as forms of payment from US, Canada, Germany, UK, China and Brazil. Kiehl’s also accepts China Union Pay as a form of payment. (Domestic shipping rules still apply. See Shipping and Returns) For your convenience, we also accept PayPal as a method of payment. Credit card & PayPal information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order. If you are uncomfortable entering your credit card information online, we will be pleased to accept your order by phone. Please call 1-800-KIEHLS-2 (1-800-543-4572).
In the event your credit card is declined, Kiehl’s will inform you of this event and request a new credit card number. Please provide Kiehl’s with your new credit card number within 5 days so we can fulfill your order without you having to resubmit your order.
As email is not a secure method of transmitting credit card information, we advise that for your protection you do NOT send credit card information via an e-mail message to Customer Service. Instead, we suggest that you call us directly at 1-800-KIEHLS-2 (1-800-543-4572) with your credit card information.
MAXIMUM PURCHASE POLICY
PICK UP IN STORE
It’s always our goal to make your ordering process as efficient as possible. Learn about Buy Online, Pick Up In-Store below.HOW DO I BUY ONLINE, PICK UP IN-STORE?
After you’ve added your products to your cart, when you begin checkout, you will have the option to pick up in store instead of having your order shipped.
Additionally, when you are on a product page, you may also find the item in store to buy & pick up.
You will receive an e-mail confirmation as well as additional e-mail notifications, including when your order will be ready to pick up.
HOW SOON CAN I PICK UP?
Depending on when you place your order, it could be ready as soon as same day for pick up. Please note there are times when it may take over 4 hours. Please do not go to store to pick up your order until you receive the e-mail notifying you that it is ready to be picked up.
WHEN WILL I BE CHARGED?
Your form of payment will be charged only when you pick up your order in-store. If you do not pick up your order within 3 business days from when your order is ready, your products will no longer be set aside for you and your form of payment will not be charged.
CAN I CHANGE MY ORDER?
Yes, should you choose to, you may add additional items to your order once you are in-store picking up. You may also refund any items at any time as part of our Kiehl’s Since 1851 Guarantee.
WHAT IS AUTO REPLENISH?
Auto Replenish is the most convenient way for you to get the products you want delivered to you on a regular schedule. We automatically send your favorite products based upon your chosen frequency. The service is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we'll take it from there. You will receive 5% off all auto replenish items, a deluxe sample and free shipping!
You always have complete control over your Auto Replenish orders and we send an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime by visiting My Auto Replenish located within your account. Changes to orders can be made up to 24 hours before the next order date and you can cancel at any time. Your subscription will continue until you cancel it. A recurring charge in the amount of the product selected for auto-replenishment will be automatically charged to your credit card for each shipment on the schedule you requested when you selected the product. There is no minimum term of the subscription and no minimum purchase obligation.
HOW DO I JOIN AUTO REPLENISH?
Joining Auto Replenish is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To get started, simply select the Auto Replenish option for your desired product, select your preferred shipment frequency and then check out as normal.
WHAT WILL HAPPEN AFTER I JOIN AUTO REPLENISH?
After you join Auto Replenish, you will receive an email confirming your auto replenish order. This email will include a link to access the My Auto Replenish section in your account where you can manage your future orders, auto replenish items and account information.
We will place your Auto Replenish orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each auto replenish order. You will also receive email notifications regarding other important information related to your Auto Replenish account, such as if your item is discontinued or out of stock, if you cancel your replenishment, and confirmation when an order is placed successfully.
HOW DO I MAKE CHANGES TO MY AUTO REPLENISH ORDER?
Once you’ve joined, Auto Replenish is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel an auto replenishment by visiting the My Auto Replenish section in your account. Please allow up to 24 hours for modifications or cancellations to be processed.
Change an order date:
To change your next order date, please visit the My Auto Replenish section within your account and click the Change Date button to the right of the next shipment date then select a new date for your order. This will change the order date for the entire auto replenish order.
Skip a delivery:
To skip an Auto Replenish order, please visit the My Auto Replenish section within your account and click the Skip Order button to the right of the upcoming order date to skip the entire order.
Change shipment frequency:
To modify the delivery frequency for an auto replenish item, please visit the My Auto Replenish section within your account. The current delivery frequency is displayed next to each replenishment item in a dropdown menu next to Every. To change the delivery frequency for an individual replenishment item, simply click the frequency dropdown next to the item you would like to modify and select your next desired frequency from the dropdown menu.
Send an order now:
To send an Auto Replenish order now, please visit the My Auto Replenish section within your account and click the Send Now button to the right of the upcoming order date to send the entire order.
Cancel or Pause auto replenish item:
To cancel an auto replenish item, please visit the My Auto Replenish section within your account and click the cancel auto replenish link to the right of the item you wish to cancel. You’ll be prompted to confirm this action and indicate your reason for cancelling. Once you’ve selected a cancel reason and clicked the Stop Auto Replenish button, your replenishment will be cancelled and no future orders will be placed. You will receive an email notification confirming this action. Please allow up to 24 hours for any modifications or cancellations to be processed.
To pause an auto replenish item, please visit the My Auto Replenish section within your account and click the pause auto replenish link to the right of the item you wish to pause. You’ll be prompted to select a shipment resume date. Once you’ve selected the date and clicked the Pause Auto Replenish button, your replenishment will be paused and will resume shipment on the date that you selected.
HOW DO I MAKE CHANGES TO MY AUTO REPLENISH ACCOUNT INFORMATION?
To review or modify your Auto Replenish account information, visit My Auto Replenish located within your account.
To change your shipping address for an order, click the Edit link located directly below the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all auto replenish and future orders unless otherwise noted.
To change your billing address for an order, click the Edit link located directly below the current billing information. This will open a new page where you can add new payment information. This billing information will apply to all auto replenish and future orders. Please remember to press OK and verify that your updated information saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed.
HOW DO I VIEW MY FUTURE DELIVERIES?
Your very next scheduled orders will be listed in the My Auto Replenish section of My Account.
HOW DO I COMBINE ITEMS TO BE IN THE SAME ORDER?
Auto Replenish items that have the same order date, shipping address, billing address and payment method will ship as one order. If you have more than one Auto Replenish item and want the items to ship in the same order, simply visit My Auto Replenish section of your account and change the next order dates to be the same. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method.
CAN I ADD ITEMS TO MY NEXT ORDER WITH AN EXISTING AUTO REPLENISH ORDER?
Yes! To do so, you must be logged into your account. Visit the item’s page you wish to add to your order and find the Add this to my order on: button. When you click this button, you will have the option to add the item as one time only or as an auto replenish item.
WHAT TYPES OF PAYMENT ARE ACCEPTED FOR AUTO REPLENISH?
All Auto Replenish orders require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted.
TRACKING A SHIPMENT
Upon check-out, an email will be sent to you with a copy of your order. Once your order has shipped, you will receive an additional email to confirm shipment of your order. The shipping tracking information will be included in that email so that you may check status of the order at your convenience. Should you have any questions about your order status, please contact a Kiehl’s Customer Representative at 1-800KIEHLS-2 (1-800-543-4572) or email Customer Service at email@example.com.
If you have a promotional coupon code that can be redeemed from Kiehl’s Since 1851, please enter the offer code in the box in the shopping bag area upon checkout. The promotion will be reflected in the subsequent pages. If you would like to receive our timely promotions, please join the Customer Registry.
You may view your order history by signing into Your Account and selecting Order History from the left hand selection bar.
We will be pleased to accept your order by phone. Please call 1-800-KIEHLS-2 (1-800-543-4572) and a Kiehl's Customer Representative will provide you with product recommendations, appropriate samples, and other information to meet your skin, hair and body care needs.
We regret that we do not ship outside the U.S. at this time for orders placed at kiehls.com. Please use our Retail Locator to find the Kiehl's location nearest you.
SHIPPING TO MULTIPLE ADDRESSES
Currently, Kiehls.com does not support sending to multiple addresses in one order. Please place the items in the basket that you wish to be sent to one location and send order. You may then proceed to send to another address by beginning the order process again.