Kiehls Return Policy - Your Guide to Seamless Returns

Learn all about Kiehls return policy. Easily return products for refunds or exchanges. Your satisfaction is our priority.

Kiehls Return Policy - Your Guide to Seamless Returns

Renowned for its superior skincare products and a dedication to customer contentment, Kiehl's has crafted a return policy that aligns seamlessly with its commitment to convenience. This article will provide insights of Kiehls return policy, emphasizing its hassle-free nature and encompassing both online and in-store returns. From time frames to unique conditions and international variations, we'll navigate through the essential aspects that underpin Kiehl's customer-centric approach to returns.

What is Kiehls return policy?

Should you ever buy anything from Kiehls 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.

Customers who purchase products from Kiehl’s website may return them by mail. Please call 1-800-KIEHLS-2 (1-800-543-4572) for more details. Items purchased in a Kiehl’s free-standing store may be returned to any of the Kiehl’s free-standing stores. 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 unauthorized retailers or other unauthorized sources, we regret that we cannot offer you our money-back guarantee or otherwise assist you with any problems that you may encounter.

If you need further information regarding the return of any Kiehl’s products, please do not hesitate to call us at 1-800-KIEHLS-2 (1-800-543-4572), and it would be our pleasure to assist you however we could.

Eligible Products for Return

Types of Eligible Products

Kiehls return policy outlines which types of products are eligible for return. Generally, eligible products encompass a wide range of Kiehl's offerings, including skincare, haircare, and body care items. This inclusiveness reflects Kiehl's commitment to customer satisfaction and its understanding that different individuals may have varying experiences with its diverse product line.

Restrictions on Product Categories

While Kiehl's aims to accommodate various product categories, certain restrictions may apply to specific items. For instance, due to hygiene and safety reasons, items such as opened skincare or makeup products might have stricter return criteria. Fragrances might also have particular guidelines due to their nature as personal care items. Such restrictions are in place to maintain the quality and safety of products for all customers.

Examples of Eligible & Ineligible Products

Eligible products for return at Kiehl's typically include items like unopened skincare sets, hair care products in their original packaging, and body lotions. On the other hand, items that have been used or altered, such as a partially used facial cream, might not be eligible for return. Fragrances that have been opened and tested could fall under this category as well.

Timeframe for Returns

Kiehls return policy outlines a specific time frame during which customers can initiate the return process. Typically, customers have a window of 30 to 60 days from the date of purchase to decide whether they want to return a product. This timeframe is designed to provide customers with ample time to test the products they've purchased and determine if they meet their expectations. By allowing this reasonable period, Kiehl's aims to ensure customer satisfaction while maintaining the efficiency of the return process.

In certain cases, Kiehl's recognizes that there are special circumstances that might warrant an extension of the standard return timeframe. For instance, during holidays or promotional events, the volume of orders might increase, impacting the processing time for returns. To accommodate such situations, Kiehl's might extend the return period. 

These exceptions and extensions are communicated transparently through Kiehl's official channels, such as its website and customer service, ensuring that customers are informed about any changes to the regular return timeframe. This approach reflects Kiehl's commitment to providing a customer-centric return experience and acknowledging the potential impact of external factors on the return process.

Initiation of Return Process

Initiating a return with Kiehl's is a straightforward process designed to provide convenience to customers who wish to return products that don't meet their expectations. The step-by-step process involves the following key stages:

Step 1: Review the Return Policy

Before initiating a return, it's advisable to review Kiehls return policy. This ensures that you understand the eligibility criteria, return timeframe, and any specific requirements for returning certain product categories.

Step 2: Gather Necessary Information

Collect essential information for the return process. This includes the proof of purchase, such as the order number or receipt, as well as details about the product you're returning.

Step 3: Choose Your Return Method

Kiehl's offers flexibility in initiating returns. You can opt to return products through either physical Kiehl's stores or online channels, depending on your preference and convenience.

In-Store Returns: If you prefer a more direct approach, you can visit a physical Kiehl's store to initiate the return process. The store staff will guide you through the necessary steps and assist you with the return.

Online Returns: Alternatively, if you made your purchase online, you can initiate the return process through Kiehl's official website. Log in to your account, navigate to the order history section, and select the specific order containing the product you want to return.

Step 4: Follow Return Instructions

Whether you choose to return in-store or online, follow the provided instructions carefully. These instructions will guide you through the required details, such as reasons for the return and the condition of the product.

Step 5: Receive Return Confirmation

Upon successfully initiating the return, you will receive a confirmation email or receipt that acknowledges the return request. This communication typically contains essential details, such as the return reference number.

Required Proof of Purchase

Retaining proof of purchase, such as a receipt or order number, is a crucial aspect of a successful return process with Kiehl's. This documentation serves as a tangible link between you and your purchase, offering several benefits:

Importance of Proof of Purchase:

Verification: Proof of purchase validates that the product was indeed bought from Kiehl's. This verification ensures that the return is legitimate and prevents misuse of the return policy.

Eligibility: The receipt or order number helps establish the eligibility of the product for return, ensuring that it falls within the stipulated return timeframe and meets other criteria set by Kiehl's.

Smooth Processing: Having the proof of purchase expedites the return process. It provides necessary information to the Kiehl's team, making it easier for them to locate your purchase in their records and initiate the return.

Obtaining a Copy of Receipt or Order Number:

In the event that you've misplaced your receipt or order number, there are steps you can take to retrieve this information:

Receipt: If you made a purchase in a physical Kiehl's store and misplaced the receipt, consider reaching out to the store where the purchase was made. They might be able to assist you in retrieving a copy of the receipt.

Order Number (Online Purchase): For online purchases, the order number is typically included in the order confirmation email sent to you after completing your purchase. If you've deleted this email, log in to your Kiehl's account on the website. Navigate to your order history to find the specific order and its associated order number.

Contact Customer Service: If you encounter difficulties retrieving the receipt or order number, Kiehl's customer service can provide guidance. Reach out to their support team via phone or email, and they can assist you in locating the necessary information.

Ensuring you have the proof of purchase ready before initiating a return simplifies the process and contributes to a hassle-free experience. 

Packaging & Condition of Returned Items

Returning items to Kiehl's requires careful attention to packaging and product condition. Adhering to these guidelines ensures that products remain undamaged during transit and that the return process is as smooth as possible:

Packaging Requirements:

Protective Packaging: Place the product in its original packaging if possible. If the original packaging is unavailable or damaged, use a secure and protective container that prevents the product from moving around during transit.

Cushioning Material: Fill any empty spaces within the packaging with cushioning material, such as bubble wrap or packing peanuts. This prevents the product from shifting and minimizes the risk of damage during transit.

Sealing: Seal the packaging securely using tape. Ensure that the packaging is tightly sealed to prevent the product from falling out or getting damaged.

Condition of Returned Items:

Unopened and Unused: To be eligible for return, items typically need to be unopened and unused. Products that have been opened, used, or altered may not meet the return criteria. This policy ensures that products can be resold to other customers in their original condition.

Original Packaging: Whenever possible, return items in their original packaging. This includes any boxes, seals, labels, and accessories that came with the product. Returning the item in its original packaging facilitates the return process and helps Kiehl's identify the product quickly.

Tips for Repackaging:

Keep Original Packaging: Whenever you make a purchase, consider holding onto the original packaging until you're sure you're satisfied with the product. This makes the return process easier and ensures that the packaging is available if needed.

Secure Fragile Items: If you're returning fragile items, provide extra protection by wrapping them in bubble wrap or tissue paper before placing them in the packaging.

Label Clearly: If using a different packaging, ensure that the package is labeled clearly with your return information. This includes your name, order number, and return address.

By following these guidelines, you not only contribute to the efficiency of the return process but also help prevent any damage to the product during transit.

Return Shipping Process

The return shipping process to Kiehl's is designed to ensure the safe and efficient delivery of your products. To initiate the return, you'll need to choose a shipping method that aligns with your preferences and budget, considering factors like speed and tracking. Once you've securely packaged the items according to Kiehl's guidelines to prevent damage, clearly label the package with your return information. Depending on your chosen method, either drop off the package or schedule a pickup for shipping.

Kiehl's approach to return shipping varies depending on the situation. They might provide prepaid return labels for eligible returns, offering the convenience of not paying upfront for shipping. However, keep in mind that using a prepaid label might result in shipping costs being deducted from your refund. If prepaid labels aren't available for your return, you're typically responsible for covering the return shipping costs.

When selecting a shipping method, prioritize speed and tracking to ensure your return reaches Kiehl's in a timely manner and you can monitor its progress. Adding insurance, especially for valuable items, is advisable to safeguard against loss or damage during transit. This understanding of the return shipping process sets the stage for our exploration of what transpires after Kiehl's receives your returned items, including inspection and the refund process.

Inspection & Refund Process

Once Kiehl's receives your returned items, a well-structured inspection and refund process ensures a seamless experience. The process involves several stages:

Upon package receipt, Kiehl's verifies your name and order number to match records. An initial inspection then checks for compliance with return policy criteria, including item condition, packaging, and accessories.

A more detailed inspection follows. Kiehl's examines the returned item's condition to ensure it's unopened and unused. The original packaging is reviewed to verify it meets requirements and safeguards the product.

Refunds offer flexibility. Original payment methods, like credit cards, usually see refunds processed within 5 to 10 business days. Alternatively, you can opt for store credit, applicable to future Kiehl's purchases.

Keep in mind that return shipping costs, including prepaid labels, might impact the refunded amount. Kiehl's strives to process refunds efficiently, adhering to their policies. Understanding this process sets the stage for exchanges, store credit, and handling special cases during returns.

Special Cases & Exceptions In Kiehls Return Policy

Kiehl's understands that unique circumstances can arise, and their return policy takes into account special cases and exceptions to ensure customer satisfaction. Here's a look at some of these scenarios:

Damaged or Defective Items upon Receipt:

If you receive a damaged or defective item from Kiehl's, it's crucial to address the issue promptly. Contact Kiehl's customer service within the specified timeframe, usually within a few days of receiving the item. They will guide you through the process of returning the damaged or defective product, and Kiehl's will typically cover the return shipping costs.

Items Purchased During Promotional Events or with Gift Cards:

For items purchased during promotional events or with gift cards, Kiehls return policy might have specific guidelines. Promotional event returns could have adjusted return timeframes or eligibility criteria. When returning items purchased with gift cards, the refund is often processed back as store credit rather than cash. Be sure to review the terms and conditions associated with the particular promotional event or gift card.

Policies for International Customers:

Kiehl's extends its customer-oriented approach to international shoppers, but it's important to note that return policies might differ based on your location. Factors like shipping costs, return timeframes, and available return methods could vary for international customers. Before initiating an international return, review Kiehl's international return policy on their official website or reach out to their customer service for specific guidelines.

Kiehls Return Policy in Different Countries

Kiehl's, famous for its skincare and beauty products, extends its commitment to customer satisfaction through tailored return policies in various countries, ensuring a seamless shopping experience across borders.

United States (USA): In the USA, Kiehl's maintains a customer-oriented return policy. Unopened and unused items can be returned within 28 days of purchase for a refund to the original payment method. Kiehl's even offers prepaid return labels for eligible returns, simplifying the return shipping process.

Canada: Across the northern border in Canada, Kiehl's similarly values customer convenience. Unopened and unused items can be returned within 30 days of purchase for a refund or exchange. Canadian customers can also utilize Kiehl's prepaid return labels for eligible returns, streamlining the return process.

Malaysia: In Malaysia, Kiehls return policy reflects its commitment to the local market. Unopened and unused items can be returned within 14 days for a refund, exchange, or store credit. This policy ensures Malaysian customers have ample time to make decisions about their purchases.

Singapore: Customers in Singapore enjoy a return policy aligned with Kiehl's global standards. Unopened and unused items can be returned within 14 days for a refund or exchange. Kiehl's Singapore offers both online and in-store returns, providing customers with flexible options.

United Kingdom (UK): In the UK, Kiehl's maintains a customer-friendly return policy. Unopened and unused items can be returned within 28 days for a full refund. Customers can opt for online returns or visit Kiehl's physical stores across the UK to initiate the return process.

Across these diverse countries, Kiehl's exemplifies its dedication to providing a transparent and customer-centric return experience. Regardless of location, Kiehl's aims to ensure that customers can shop confidently, armed with knowledge about their respective region's return policies.


This comprehensive guide has illuminated Kiehls return policy, spotlighting its customer-centric approach to seamless returns. From comprehending the importance of transparency to exploring the intricacies of the return process, packaging, and refunds, Kiehl's commitment to customer satisfaction shines through. By accommodating exchanges and offering store credit options, Kiehl's establishes trust and ensures a satisfying shopping journey. Armed with this knowledge, you can shop confidently, knowing that Kiehl's dedication to clarity and convenience empowers you to make informed choices and navigate returns effortlessly.

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