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, created to ensure that you are always pleased with your purchases.
Do you charge a shipping fee?
This service is free for ‘Standard’ delivery orders 250 SAR and above, or for a charge of 25 SAR for orders below 249 SAR.
From time to time, we will also offer 3-hour delivery. This delivery service will be free over 500 SAR and above, or for a charge of 50 SAR for orders below 499 SAR. This service is only available to customers residing in Riyadh.
Can I change my delivery address for an existing order?
We cannot accommodate a change in address after your order has been shipped. However, if you do need to change your delivery address, please contact us right away and our customer care team will update you on whether there’s time to make the request before shipping.
Why is my delivery delayed?
We work hard to ensure that you get your order delivered as promised. But sometimes due to high volumes of orders, we are unable to ship your order in time. In these cases, you will be notified via email of the estimated delay. If you are facing a delay with an order and require assistance or an update, you can get in touch with us and we will provide you with an update within 24 hours.
Can I deliver to multiple addresses?
At the moment we are not able to deliver to multiple shipping addresses within the same order. If you would like to have some items delivered to a different address, you can place two separate orders to different delivery addresses.
What shall I do if my delivery is missing, incomplete or damaged?
If your entire order has been delivered and some items are missing, or you have received damaged products, please get in touch with us and we will resolve the issue within 24 hours.
Do you offer international shipping?
We currently offer shipping to the UAE & Saudi Arabia.
All products purchased at Kiehls.ae are for final sale and are non-returnable/non-refundable.
In the exception case that you have received the incorrect product(s) or damaged items. Please contact our Customer Care which will assist you with your return request within three (3) business days.
All products must be returned to us unused and with all KIEHLS tags, if any, still attached and in the same condition as received, in their original box and packaging, along with the original invoice. We will not accept any returns if the original packaging has been opened or tampered with.
Once we have received and inspected the returned product(s) and approved the return by email to you, we will refund the price paid by you for the product(s), with the exception of applicable taxes or import duties and delivery and return charges.
For all defective items outside of our Return Policy, please contact our Customer Care at +966115103214. Should you receive an item that is not in perfect condition please contact us immediately.
How long would it take to get my money back after my order was returned?
Debit/credit card refunds:
Once we receive your return, it usually takes us 2-3 business days to process and issue your refund. We'll shoot you an email to keep you in the loop on when we've started the refund. Just a heads up, your bank might take around 14 working days to process card refunds after we've initiated it. If you have any questions along the way, we're here for you!
Tabby Refund:
After we receive your return, it usually takes us 2-3 business days to sort everything out and get your refund processed. Once we've sent it, you should see it show up in your Tabby or Tamara account within 24 hours.
If you have any questions or concerns about tabby, please contact their customer support at [email protected].
I still haven’t received my refund yet!
If you haven't received your refund within the expected time frame, please don't hesitate to contact our customer support team at {Contact number}. We're here to help and will promptly investigate to resolve any issues.
