Placing an Order
You have reached the UK website and although our products are sold worldwide, we are unable to assist with inquiries from outside the United Kingdom. You can only order products from the website in the country in which you reside. Unfortunately we do not offer an international product online mail order service at this time.
WHAT IS THE MAXIMUM QUANTITY AND AMOUNT THAT I CAN ORDER?
The maximum amount of your order cannot exceed £ 500.00. Moreover, the number of identical articles is limited to 3 for the same order. Delivery and payment security oblige Lancôme to apply these limits.
You may view your order history by signing into Your Account and selecting Order History.
HOW DO I USE KLARNA?
Lancôme offers Klarna as a payment option at checkout. If you have any questions about your Klarna account, payments or experience, please contact Klarna Customer Service. They are best placed to handle your request. Our Customer Care teams do not have access to your Klarna account and can only provide limited support on this payment method.
1. What is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. They offer buy now, pay later options which Kiehl’s offer as a payment checkout method, including 3 split payments.
We encourage you to spend responsibly and within your means. If you foresee a change in your financial circumstances, consider whether deferring payment is a sensible option. For more information on money guidance visit https://www.klarna.com/uk/customer-service/i-need-extra-support-to-help-manage-my-finances-what-resources-are-available-to-me/
2. Does Klarna have requirements?
You must be 18+, a UK resident with a UK bank account to checkout with Klarna on Kiehls.co.uk. To avoid errors, check your details are entered correctly: name, billing address, phone number, date of birth. Klarna will run a soft-search assessment that will not affect your credit rating. Kiehl’s has no bearing on whether you are accepted by Klarna to use their service.
3. How does Klarna work?
Proceed to checkout with your order basket. Choose Klarna Pay Later or Klarna Pay in 3 Instalments as a payment method. Once your order is confirmed, you’ll receive an email from Klarna with payment instructions to let you know when and how you will need to pay. Please make sure your email is entered correctly and you add Klarna to your safe sender list. Kiehl’s will send your order confirmation and ship your order to you as normal.
4. How do I manage payments with Klarna?
Via Klarna’s App or Klarna.com. To manage payments, amend your account or review your preferred payment methods login to Klarna.com (Private Login) or download the Klarna App on Apple or Google app stores. For help or advice, simply contact Klarna Customer Service.
5. Pay Later in 3.
Select ‘Pay Later In 3’ at checkout (minimum spend of £35 required) and your order will be sliced into 3 equal instalments by Klarna. The first payment is collected when the order is shipped. The remaining two payments will be automatically collected in 30 and 60 days by Klarna with no fees.
6. Pay 30 Days Later.
Select ‘Pay Later’ at the checkout. Klarna will send you an email to remind you when your payment is due.
7. I've cancelled my order - when will I receive my refund?
If you've cancelled your order before we’ve shipped, then we won't have taken any money for your order. We only take the money for an order once it's been dispatched. You'll receive an updated version of your Klarna invoice within 24 hours of the order being cancelled.
8. I've returned my order - when will I receive my refund?
If you've returned all or part of your order back to us, Klarna will issue you with an updated statement as soon as we process your return. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely. If you have any questions about your Klarna account, please contact Klarna Customer Service.
9. I've paid with Klarna - can I return my order to a store?
Please note that orders paid for with Klarna cannot be returned to a store or counter for refund or exchange. If you would like to return your order, please request an online return.
10. What happens if I don’t pay for my order?
If you do not pay for your order on time by the due date, you shall no longer be able to access Klarna’s payment options for future purchases. For purchases where payments are frequently missed, Klarna may use debt collection agencies to recover your outstanding balance.
REDEEMING PROMOTIONS AND PROMOTION CODES
If you have a promotional coupon code that can be redeemed from Lancôme, please enter the code in the Promotion Code field at the cart stage of the checkout. The promotion will be reflected in the subsequent checkout pages. If you would like to receive updates on special promotions, please sign up to the Lancôme Newsletter. Each promotion has its respective terms and conditions, please refer to them for promotion details.
Please note that only one promotion code can be redeemed per order. We are not able to retrospectively add promotions to a past order - if a promotion was not redeemed at the time the order was placed, we are unable to update the order with a promotion at a later stage.
DO YOU ACCEPT INTERNATIONAL PAYMENT METHODS?
At this time we do not accept international credit cards issued from other countries.
For all additional information concerning payment, please complete the Customer Care contact form or by telephone 0800 917 1842 (Monday-Friday: 9.00am - 5.30pm; Saturday: 9.00am - 12.00pm).