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Contact Us | FAQ


FAQ QUESTIONS

01. What products are available on the Clarins site?

02. How do I place an order online?

03. How many orders can I place on the same day on Clarins.com?

04. Do I have to register with Clarins.com to place an order?

05. How do I register for an account?

06. Is my personal information secure?

07. How can I unsubscribe from email newsletters?

08. Why am I not receiving the email newsletters?

09. I forgot my user ID or my password?

10. How can I update my profile?

11. Why is my phone number required?

12. How can I change my delivery address?

13. Can I ship my order to an address other than my home address?

14. Can I ship my order outside the HK?

15. How quickly can I receive my order?

16. How do I pay for my order?

17. Is my online payment secure?

18. What should I do if I can’t complete the checkout process?

19. What can I do if my payment is declined?

20. When will a payment be deducted from my credit card account?

21. How will I know my order has been received?

22. How can I check the status of my order?

23. Where can I find my order number?

24. How do I change or cancel an order?

25. I haven't received my order

26. The order I received doesn't match the one I placed.

27.How do I make a return or exchange?

28. How do I return a damaged product?

29. I returned a product/an order but I haven’t heard anything.

30. How are refunds issued?

31. How do I use Clarins products?

32. How can I find the right products for me?

33. What types of ingredients are used in Clarins products?

34. Can I combine my loyalty coupon with a promotion code?

35. Where can I buy Clarins’ products?

36. My question isn't listed.

 

 

FAQ ANSWERS

01. What products are available on the Clarins site?
You will find the newest products as well as beauty-award winning skincare, body care, sun care, men’s products and fragrance on Clarins.com. You can also find our products at fine department and specialty stores worldwide. To find a Clarins retail location near you, please visit our store locator.

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02. How do I place an order online?
To place an order, click the "add to cart" button next to any product you wish to purchase. When you have added all products you want to order into your cart, click on the "proceed to checkout" button to begin the checkout process. You can also click the “buy now” button next to any product for express checkout. The site will guide you through the necessary steps to gather pertinent information to get your order to you accurately and promptly. If you need assistance with your order, please contact Clarins customer service at (852) 2994 6238 or customercare.hk@clarins.com from 10am-7pm Monday - Friday (excluding holidays).

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03. How many orders can I place on the same day on Clarins.com?
For your protection, a customer may place up to 3 orders on Clarins.com within a 24 hour period. If you have any questions or concerns please contact our customer service center at (852) 2994 6238 from 10am-7pm Monday - Friday (excluding holidays). You may also contact us via email.

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04. Do I have to register with Clarins.com to place an order?
You can place an order without registering, however having a personal account allows you to track orders, review your order history and rewards points. You will save time when placing future orders by not having to re-enter your basic details.

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05. How do I register for an account?
Setting up your account is fast and easy. Simply click the register link in the Sign In/My account area, enter the information required and click OK.

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06. Is my personal information secure?
The information you supply is confidential. Personal information will only be used by Clarins for order shipments or customer service. Your credit card details are secured by SSL-encrypted technology and will never be stored online or accessed without your permission.

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07. How can I unsubscribe from email newsletters?
You can change your account preferences at any time by updating your personal data in the My Account section or by simply clicking the "unsubscribe" link at the bottom of any email you receive from us.

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08. Why am I not receiving the email newsletters?
Occasionally, changes from your email provider may prevent you from receiving the Clarins newsletters you have registered for. Follow these simple steps to be sure Clarins' emails are reaching your inbox!

1. Register for our emails at Clarins.com

2. Visit the Spam section of your email account and search "clarins"

3. Find any Clarins email and click "Not Spam" at the top of the page

You can also add us to your contacts list! Clarins@newsletters.clarins.com

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09. I forgot my user ID or my password.
You can request a new password from the Sign In section of the site. Click on the “forgotten password” link, enter your email address and confirm your request. A new password will be emailed to you.

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10. How can I update my profile?
You can change or update personal data within the account settings of the My Account section.

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11. Why is my phone number required?
A contact phone number is required by most shipping carriers. We will use this information to contact you, if necessary, about your order or to respond to your inquiries.

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12. How can I change my delivery address?
Your billing address will automatically be entered as your delivery address. You can change this address during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book.

PLEASE NOTE: Once an order has been placed, we won’t be able to change the delivery address.

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13. Can I ship my order to an address other than my home address?

When placing an order you may enter separate billing and delivery addresses. The order will be delivered to the address indicated. Packages are delivered without pricing information; you will receive a receipt with details of your order via e-mail. If you have an account, you can also create, change and save multiple addresses in your address book.

 

14. Can I ship my order outside HK?

Clarins.com delivers to major areas except outlying islands, Big Wave Bay, Shek O, Lo Wu, Lok Ma Chau, Cheung Chau, Discovery Bay, Lamma Island, Lantau Island, Ma Wan, Peng Chau,Tai O Island, Siu Ho Wan, Disney and Po Toi Island. Delivery to international addresses is currently not available.

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15. How quickly can I receive my order?

Clarins.com offers the following shipping option:

Express via Morning Express (1 – 3 business working days)

For more information, visit our Shipping Options section.

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16. How do I pay for my order?
We accept Visa, MasterCard, JCB, Alipay and Paypal.

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17. Is my online payment secure?

When you place an order on Clarins.com, 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.

 

18. 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 call our customer service center at (852) 2994 6238 from 10am-7pm Monday - Friday (excluding holidays).  You can also contact us via email.

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19. What can I do if my payment is declined?
If payment is declined, please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. If you encounter any further difficulties or have any additional questions, please contact our customer service center at (852) 2994 6238 from 10am-7pm Monday - Friday (excluding holidays). You can also contact us via email.

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20. When will a payment be deducted from my credit card account?
Your credit card will be charged only when your order is shipped. You may see a temporary authorization on your account; this will be updated by the actual charge upon shipment.

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21. How will I know my order has been received?
Upon placing your order, Clarins.com will display a confirmation message. You will also receive a summary and receipt via email. If you've registered with us, your order will also be viewable on the site after 24 hours in the My Account area.

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22. How can I check the status of my order?
When you place an online order you will receive an email confirmation with your order number; this is also your receipt. You will receive another email when your order has been shipped. It will include detailed information and your order tracking number. You can track your shipment by clicking on the Track order link. If you have registered online, you can also track the status of your order within the My Account section.

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23. Where can I find my order number?
Your order number is in the confirmation email you received after placing your order. You can also find your order information within the My Account area. Click on Order History to see a detailed history of your orders. Your order number will also be on the printed documents accompanying your shipment.

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24. How do I change or cancel an order?
The Customer may also cancel an order placed on the Site by contacting our Customer Services at (852) 2994 6238 from 10am-7pm Monday - Friday (excluding holidays) or via Email. If Customer Service informs the Customer that the order has already been processed, the Customer cannot cancel. In this case, they must refuse reception of the order when it is delivered. If you need to return an order, please review our Returns Policy.

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25. 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 service center at (852) 2994 6238 from 10am-7pm Monday - Friday (excluding holidays). You may also contact us via email.

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26. The order I received doesn’t match the one I placed.
We are happy to rectify any errors. Please contact our customer service center at (852) 2994 6238 from 10am-7pm Monday - Friday (excluding holidays). You may also contact us via email.

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27. How do I make a return or exchange?
Products purchased on Clarins.com can be returned within 14 days of the original ship date. Please fill out the return form and follow the instructions outlined in the How to Return Your Order section.

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28. 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 you first return the products in your order to us in the condition in which you received them.

(b) Refund:

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

a) the full purchase price; -

b) the delivery charges incurred in delivering the products to you (where only part of an order is returned to us, we may reduce the amount of the delivery charge we refund you to account for the delivery costs of those items sent to you and not returned); and

provided you first return the products in your order to us in the condition in which you received them. If you fail to return such products to us, we may not proceed refund.

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

The above provisions do not affect your statutory rights.

 

29. 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 service center at (852) 2994 6238 from 10am-7pm Monday - Friday (excluding holidays). You may also contact us via email.

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30. How are refunds issued?

A refund will be issued to the credit or debit card used to place the initial order. You will be refunded the cost of the returned product(s) and when the return is received and processed. Shipping costs are non-refundable. However, the exact amount of Club Clarins Dollars earned in the transaction will be withdrawn and coupon used in the purchase will not be refund or re-issued. Please refer to our Return policy for additional information.

 

31. How do I use Clarins products?

Every product on this website is accompanied by application advice. Tips and a video for each product can be found on its product page and in the How to Apply section.

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32. How can I find the right products for me?
You can use our online Beauty Consultation to guide you through our collections and help create your personalized skin care program. You’ll be asked simple questions about your skin, your concerns, your preferences and what you’re looking for. We will provide you with a list of the best products to create a personalized beauty regimen. Your Beauty Consultation will be presented and stored in your Clarins Profile under My Beauty Profile.

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33. What types of ingredients are used in Clarins products?
All Clarins products contain natural botanicals and other gentle ingredients. You can learn more by reviewing the ingredients section found within each product page on the site or by accessing the Why Clarins section.

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34. Can I combine my loyalty coupon with a promotion code?
No. A loyalty coupon is a type of promotion code, therefore you cannot combine it with other promotions.

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35. Where can I buy Clarins products?
Clarins.com has the widest selection of products, but we are also available at the following authorized major counters: Lanecrawford, Sogo, Harvey Nichols, LAB CONCEPT FACES, Langham Place, Wing On, Citistore, YATA and New Yaohan. Protect yourself and those you care about by buying only authentic Clarins products from authorized retailers. If you are not sure if a retailer/counter is authorized, please contact us. Please note, if you have questions about stock/product availability or customer service outside of Clarins.com, you must contact that specific retailer.

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36.My question isn't listed.

If you still can’t find an answer to your question, please contact our customer service center at (852) 2994 6238 from 10am-7pm Monday - Friday (excluding holidays). You may also contact us via email.

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