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.

INTERNATIONAL SHIPPING

We regret that we do not ship outside Australia at this time.

CHANGE OR CANCEL EXISTING ORDER

We look forward to shipping your order as quickly as possible. So that you are able to enjoy your purchase as soon as possible, please double-check that you have entered the correct and full delivery address. We are unable to modify or cancel an order once it has been placed.

RETURNS & EXCHANGES

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 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 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.

We only accept returns purchased from kiehls.com.au. Kiehl’s products purchased in all other locations must be returned to their original point of purchase. 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 page and select “Returns”.

To expedite your request, please include the below details:

• Order number

• Address

• Date of the product purchase

• Product(s) requested to be returned

• Return reason

• Product condition (unopened, used, damaged, faulty)

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.