Shipping & Returns

It's always our goal to make your ordering process as efficient as possible. Learn all about our shipping policies and procedures below, and note our unique Kiehl's Since 1851 Guarantee, created to ensure that you are always pleased with your purchases.

 

SHIPPING METHODS & RATES

Your order can be shipped by either Standard or Express shipping. We are pleased to offer FREE STANDARD SHIPPING on orders over $35. Orders below $35 spend are charged a $9.95 shipping fee. Express delivery fee for orders below $35 spend is charged at $12.95 and $9.95 for orders over $35. 

Our orders are shipped and delivered on business days (Monday through Friday, excluding major holidays). Our standard shipping carrier is Australia Post. Our orders are usually dispatched within 24-48 hours and delivered on business days (Monday through Friday, excluding public holidays). We kindly ask that you anticipate the following lead time for standard shipping:

Standard Delivery Lead Time:

Order Destination Expected Delivery Lead Time*
Metro - Melbourne, Sydney, Canberra, Adelaide 2 to 3 Business Days
Metro - Brisbane, Hobart 3 to 4 Business Days
Rural - VIC, NSW, SA 3 to 5 Business days
Metro - Perth, Darwin 4 to 6 Business Days
Rural WA, NT, QLD 5 to 10 Business days

*Lead time excludes dispatch. Delivery of orders to remote areas or high order volumes may take longer than expected.

We do not ship outside Australia at this time.

All orders are shipped by Australia Parcel Post from our Melbourne Distribution Centre and information relating to tracking & delivery will be sent to you via email as soon as your goods have been shipped.

ORDER STATUS

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. For any questions about your order, please Contact Us and we would be happy to assist you.

CHANGE SUBMITTED ORDERS

If you need to change an order you have already placed, please contact a Kiehl's Customer Representative via Customer Service and select the subject "My Order" and topic "Can I Change My Order?". To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your needs.

REPORT ORDER PROBLEM

If your order is missing a product, contains a damaged item, or other concern, please Contact Us. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.

RETURNS & EXCHANGES

Kiehl's Satisfaction Guarantee

We hope that you will be delighted with your Kiehl's purchase. Should you ever buy anything from us that is not pleasing to you, you may return any of our products, to the original point of purchase, for a full 100% money-back guarantee.

Change Of Mind Returns

From 1st of April 2021, we are pleased to offer a free return and a full refund on any product you've purchased from Kiehls.com.au within 30 days of the date of delivery and from Kiehl's Boutiques within 30 days from the date of purchase (to the extent permitted at law).

Any Gift With Purchase received with an order must also be returned for a full refund. We do not offer refunds simply for change of mind returns that are 30 days after delivery.

For online returns, once a return authority number has been provided to you by one of our customer service representative, you must ensure the parcel is returned to us within 30 days to qualify for a full refund. Items must be in original and unused condition. 

How to return products purchased on kiehls.com.au:

1. Contact our Customer Service team with your order number and request a Return Authorisation Number.

2. Our customer service representative will submit your return and email you the shipping label.

3. Package your item securely.

4. 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 once a Return Authorization number has been provided to you, you must ensure the parcel is returned to us within 30 days to qualify for a full refund.

Kiehl's products purchased in all other locations must be returned to their original point of purchase.

For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return. If you buy Kiehl's products from unauthorised retailers or other unauthorised sources, we regret that we cannot offer you our money-back guarantee or otherwise assist you with any problems that you may encounter.

NOTE: PayPal offers to cover the cost of your online return. Further information can be found on the PayPal website. * PayPal terms & conditions apply.

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 could.

INTERNATIONAL SHIPPING

We regret that we do not ship outside Australia at this time for orders placed at kiehls.com.au.

KIEHL’S SINCE 1851 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 you ever buy anything from us that is not pleasing to you, you may return any of our products, to the original point of purchase, for a full 100% money-back guarantee.