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HOW WE ARE RESPONDING TO COVID-19

During this time, we are committed to the health, safety, and well-being of our customers, employees and partners. We are closely monitoring the situation with COVID-19 and are taking steps to help protect our customers and community.

A Message to Our Community

Dear Kiehl’s family,

Since 1851, our community has been at the heart of everything we do at Kiehl’s. We hope you’re safe, healthy and protected while practicing social distancing, no matter where you’re living in Australia.

 

At Kiehl’s and in all of our stores around the world, the health and safety of our customers, employees, and communities is our top priority.

 

We value your continued interest in our products and services and commit to keeping you informed on the implications of the Coronavirus (COVID-19) on our ability to serve. Please be assured we are monitoring the outbreak closely and are taking ongoing actions to keep everyone safe.

 

While we have needed to put different working measures in place for our employees at this time, we are still working diligently to ensure we can continue to make online shopping easy and safe for you.

 

Free Shipping:
We are committed to serving you 24/7 online and all orders are shipping on time and as normal. To make things easy and as stress-free as possible, we are also offering free shipping on all online orders.

 

Warehousing & Packaging: 
We are taking enhanced precautions across our supply chain. This includes sanitation and increased workplace cleansing at our distribution facilities, actively encouraging sick employees to stay home, and enforcing healthy hygiene habits in the workplace.

 

The Australian Government has advised that the risk of coronavirus infection from handling goods is considered extremely low. On most dry surfaces, coronaviruses die within a few hours as secretions dry out. In addition, the World Health Organisation has also advised it is safe to receive packages as, from previous analysis, coronaviruses do not survive long on objects, such as mailed items.

 

Globally to date, there has been no recorded case that someone has contracted coronavirus from handling mail or parcels. Within our Distribution Centre which is based in outer Melbourne, we are maintaining the highest hygiene protocols. All employees have their temperature checked prior to beginning their shift, face masks are mandatory hands are sanitised frequently and cleaning of all surfaces is completed three times a day.

 

If you would like further information about the handling of parcels, please visit the Australian Government's information page

 

Delivery:
We are working closely with our shipping partners who are following guidance from the World Health Organization. Find further detail around additional measures our delivery partners like Australia Post have in place here.

 

Product Safety:
All Kiehl’s Australia products sold follow strict quality control measures to ensure consumer safety. This includes packaging that seals and protects the product from external contamination.

 

Australia Post Delivery Delays:
While we are not currently experiencing any shipment delays from our warehouse, during this exceptionally busy time for online shopping, Australia Post are seeing a large uplift in parcels processing through their network. This may result in some delays in the updating of online tracking information (Up to a 24 hour delay) and delivery delays.

 

For further information regarding Australia Post please visit their website for the latest updates. You will receive an automated email once your order has been shipped. Please check your junk or SPAM email folder for notification details. If the matter is urgent please call our care and service teams. For order enquiries please call 1300 060 116 and for product related enquiries 1300 651 99. 

 

We understand that these are changing times and hope you can take comfort knowing that we are do everything we can do keep our communities safe and healthy.  We will continue to provide updated information as the situation evolves.

 

There is no better time than the present to check in on neighbours and those who are vulnerable.

We are all in this together.

 

Keep safe and well,
Kiehl’s.