Frequently Asked Questions

The best way to keep up to date with the status of your order is to visit the track my order page. You can also click the link in your dispatch email, which you will receive as soon as your order has been dispatched from our warehouse.

If you have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us.

If you have placed your order with next day delivery, confirmation and dispatch emails should be received on the same day.

Please note the courier may not post tracking information online for up to 24 hours after the order is dispatched.

Contact Us to speak to Consumer Care.

If for any reason you are not completely happy with your Kilian Paris purchase, simply return the unused products and we will refund your account for the amount of the purchase.

To return your online order to us free of charge, please:

1. 1. Print and complete our returns note which can be found here:
   
   Returns Note
2. 2. Re-package your items safely, including the completed returns note
3. 3. Follow the instructions on www.yodel.co.uk to receive your returns label

Products ordered online or in-store with a valid receipt can be returned up to 30 days following their purchase date.

For more information about returns and refunds, please click here.

Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions.

NOTE: Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied. Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer.

If you wish to cancel your order, you have 30 minutes after your order is confirmed to do so. However, as processing times can vary, please note that we cannot guarantee your order will be cancelled when requested. In this case, you can return your unused item(s) for free - details of our returns process can be found here.

Please Contact Us.

Please ensure you have your order number ready when contacting us.

We are sorry to hear that there is a problem with the product delivered. Please contact us by clicking here and we will do our best to help you. Please include your order number with all enquiries. If your product is faulty, please retain the box, packaging, and all contents.

To learn about Estée Lauder Companies’ policies on animal testing, clean beauty, human rights, and more, visit our Viewpoints Page.

We are more than happy to help you place your online order. Reach out to our Customer Service Team by calling 0808 164 5842, and our experienced team will assist you if you are experiencing problems ordering online.