Frequently Asked Questions
Enjoy free standard shipping on all orders $35 qualify (orders under $35 are subject to a $9.95 shipping free).
If you would like your formulas faster, we offer express shipping for $9.95 or $12.95 for orders under $35.
Our orders are shipped on business days (Monday through Friday, excluding Public Holidays) via Australia Post. Typically, orders are dispatched within 24-48 hours. Please note the estimated lead times for standard shipping:
- Metro Melbourne, Sydney, Canberra, and Adelaide: 2 to 3 business days.
- Metro Brisbane and Hobart: 3 to 4 business days.
- Rural areas in VIC, NSW, and SA: 3 to 5 business days.
- Metro Perth and Darwin: 4 to 6 business days.
- Rural areas in WA, NT, and QLD: 5 to 10 business days.
The lead time mentioned doesn't include dispatch time. Deliveries to remote areas or during periods of high order volume might take longer.
Currently, we only ship within Australia. All orders are shipped via Australia Parcel Post from our Melbourne Distribution Centre. You'll receive tracking and delivery information via email once your items are shipped.
We process orders Monday through Friday in the order in which they are received.
If you want to check the status of your order, and are a registered user, please log into My Account to check the progress of your order. if you want to track the shipment of your order, use the tracking number included in your shipping confirmation email and track via Australia Post website. For any questions about your order, please Contact Us and we would be happy to assist you.
Kiehl's Satisfaction Guarantee
At Kiehl's, we stand behind our service, our products and our customers. That is why we have a 100% satisfaction guarantee behind every purchase. If, for any reason, you should buy anything from us that is not pleasing to you, you may return any of our products, to the original point of purchase within 30 days, for a full 100% money-back guarantee.
Change Of Mind Returns
From 1st of April 2021, we are happy to offer free change of mind returns with a full refund on any product you’ve purchased from kiehls.com.au (to the extent permitted at law). Returns must be requested within 30 days after the date of delivery. Once our customer service team have contacted you and provided a returns shipping label, the parcel must arrive back at our warehouse within 30 days to qualify for a full refund.
Products purchased at a Kiehl’s boutique can also be returned to the boutique for a full refund within 30 days from the date of purchase.
Items must be in original and unused condition. Any Gift With Purchase received with an order must also be returned for a full refund.
Products purchased online at kiehls.com.au can only be returned online (see How To Start a Return below). Online purchases cannot be returned in Kiehl’s Boutiques. Kiehl’s products purchased in all other locations must be returned to their original point of purchase. Refunds must be processed to the original form of payment. We do not offer exchanges for change of mind returns.
How to start a return
1. Confirm that you meet our return conditions (see Returns).
2. Contact our Customer Service team via our Contact Us
3. Within 48 hours, a customer service representative will get in contact with you.
They will submit your return and email you the return shipping label.
4. Package your item securely.
To reduce waste, you can re-use the Kiehl’s packaging, if you no longer have this, you can use a similarly sized box.
5. Drop off your return at any Post Office.
You can print your shipping label at the post office - simply present your returns label email on your phone. Please note that from the date of receiving the return shipping label, the parcel must be posted within 30 days to qualify for a full refund.
6. You can track the delivery of your return to our warehouse via the Australia Post Portal.
Simply enter the tracking number you received via email when you booked your return at the Post Office.
7. Once the parcel arrives at our warehouse, our returns team will inspect the condition of your return.
If accepted, the refund will be processed and you will be contacted via email. Refunds take approximately 10 business days to be credited to your account.
If you should need further information regarding the return of any Kiehl’s products, please do not hesitate to Contact Us, and it would be our pleasure to assist you however we can.
