DELIVERY & RETURNS

Have you changed your mind?

At Clarins, we always want you to have the best possible experience when you shop online at Clarins.com.my. We accept returns for unused items purchased on the website at clarins.com.my. We are unable to accept an item that has been opened, unless the product is damaged or defective. In case of a damaged, defective, or incorrect item, please contact our Customer Care team for assistance via email at customercare@my.clarins.com.
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Your satisfaction is of the highest importance to us, and we're pleased to give you the option to return your order free of charge.

How to Return Your Order
1. Please contact Customer Care to explain the reason for the return and confirm the item number and quantity of the return product.
2. Customer Care will assist you to start your return process.
3. Carefully pack your return in the original package to prevent damage during transit and ensure the timely processing of your refund.
4. Customer care will assist you in your parcel pick up arrangement.

Products purchased on Clarins.com.my can be returned within 14 days from the original delivery date. Please contact our Customer Care team for assistance via email at customercare@my.clarins.com to explain the reason for the return and confirm the item number and quantity of the return product.

Please note that we do not accept any exchange of products purchased from unauthorized website. We cannot accept an item that has been opened, unless the product is damaged or defective.

Item (s) must return to us in their original condition within 14 days from the date of receiving the parcel. Products must be unopened and in original packaging, with all accessories and leaflets. Please refer to our Returns Policy for more information or contact Customer Care team for assistance.

Returns are processed and refunded by our team within 10 days of receipt of your package at our warehouse.

My parcel has been returned to your warehouse but I haven't received a refund confirmation email within 14 days?

We ask you to contact our Customer Care team via our contact page.

Please have your order and return number ready to facilitate your request.

No, we only offer refunds for returned products.

To buy the product you would like, we ask that you place a new order.

Delivery costs are non-refundable for change of mind returns.

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 once we have received the return products in your order in the condition in which you received them.

(b) Refund:

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

a) the full purchase price;

b) the delivery charges incurred in delivering the products to you;

provided you first return the products in your order to us in the condition in which you received them. If you fail to return products to us we may charge you for the products or the cost incurred in collecting them from you.

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

Club Clarins points will also be reversed from your Club Clarins Account.

All orders made on www.Clarins.com.my are fulfilled by Quantium Solutions, which offers the following shipping options:

Delivery to West Malaysia: RM10
Orders placed after 12pm are typically processed and deliver by delivery partners in up to 7 business days (Excluding weekends and public holidays). Actual delivery time depends on shipping distance and may vary.

Delivery to East Malaysia: RM20
Orders placed are typically processed and deliver by delivery partners in up to 14 business days (Excluding weekends and public holidays). Actual delivery time depends on shipping distance and may vary.

Public Holidays Announcement: Should there be any official public holiday from Monday to Friday, there will be a delay of delivery until the next working day.

** If you have any questions, please contact our Customer Care team for assistance via email at customercare@my.clarins.com with your Order Number & Tracking Number.

FREE Standard shipping with any order above RM250!
No promo code required.

*Shipping fees are not eligible for promotions or reward points.

When placing an order you may enter different delivery and billing addresses. The order will be delivered to the delivery address provided. Parcels are delivered in a discrete package and without pricing information; you will receive your tax invoice in the order confirmation email. If you have an account, you can also create, change and save multiple addresses in your address book.

Clarins.com.my ships within Malaysia only.

Delivery costs are non-refundable for change of mind returns.

Clarins.com.my only delivers to addresses within Malaysia. For delivery to international addresses please visit the respective country website. In the footer of the website, you can update the country website.

Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact our Customer Care team via email at customercare@my.clarins.com.

Yes. Your billing address will automatically be entered as your delivery address. You can change this during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book. Unfortunately, if you have already placed an order you will be unable to change your delivery address.

You can change your delivery and billing addresses during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book. PLEASE NOTE: We strongly recommend that you check the details before submitting your order.

If the delivery address for your order is incorrect, please contact our Customer Care team for assistance via email at customercare@my.clarins.com

You will receive a confirmation email from Clarins, once your order is received. If you do not receive this email within 24 hours please contact our Customer Care team for assistance via email at customercare@my.clarins.com.

You will receive another e-mail containing tracking information, once your parcel is on the way. If you have a Clarins account, you can also track the status of your order by clicking on “Orders” within the My Account section. On average, your order should take up to 7 business days to arrive in West Malaysia, and up to 14 business days to arrive in East Malaysia.

Due to high demand, we are experiencing some delays in processing and shipping orders. You may experience a delay in receiving your shipment. We apologise for any inconvenience this may cause. Thank you for your continued support during this difficult time.

Processing times: Within 2-4 business days.

Delivery Times: up to 7 business days in West Malaysia and up to 14 business days to East Malaysia.

Targeted Enhanced Movement Control (TEMCO) Shipping Update

East Malaysia, Sabah

There will be a temporary suspension in delivery due to the SOP that needs to be strictly abided throughout the period. Kindly find affected area & postcodes below:

• Tawau: 91000 to 91035
• Kunak: 91200 to 91207
• Semporna: 91300 to 91307
As for Klang & Lahad Datu, kindly expect a delay in delivery up till 14 working days.

An email dispatch confirmation is sent as soon as your package has been picked up by the delivery service selected. If you have not received this email, first check it hasn't gone into your junk mail

If this is not the case, we invite you to go to "My Account", then to "My Orders", and in "My Products and Samples", you will find :

- Your order status

- Summary of products ordered

- A link to "Track Your Order"

Of course we will fix any errors. Please contact our Customer Care team for assistance via email at customercare@my.clarins.com.

Returns are processed and refunded by our team within 14 days of receipt of your parcel at our warehouse.

My parcel has been returned to your warehouse but I haven't received a refund confirmation email within 14 days?

We ask you to contact our customer service team via our contact page.

Please have your order and return number ready to facilitate your request.

If the delivery service was unable to deliver your package, your package will be returned to us.

All returned packages will be redispatched at cost to the customer.

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 Care team for assistance via email at customercare@my.clarins.com.