Help
01 What products are available on the Clarins site?
Clarinsnewzealand.co.nz is home to the latest products as well as your Clarins favourites. This includes all of your skincare, make-up and body care needs as well as the popular men’s range and classic fragrances. You can also find our products at department and specialty stores worldwide. To find a Clarins retail location near you, please visit our store locator.
02 How do I place an order online?
To place an order, select the "add to bag" button next to any product you wish to purchase. When you have added all the products you want to order into your shopping bag, select the "proceed to checkout" button to begin the checkout process. The site will guide you through the necessary steps to gather important information to get your order to you accurately and promptly. If you need assistance with your order, please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays).You may also contact us via email at CustomerCare@nz.clarins.com.
03 How many orders can I place on the same day on Clarinsnewzealand.co.nz?
For your protection, a customer may place up to 3 orders on Clarinsnewzealand.co.nz within a 24 hour period. If you have any questions or concerns please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays). You may also contact us via email at CustomerCare@nz.clarins.com.
04 Do I have to register with Clarinsnewzealand.co.nz to place an order?
No, you can place an order as a guest, without registering, however having a personal account allows you to track your order and review your order history. Plus, you will save time when placing future orders by not having to re-enter your basic details.
05 How do I create an account?
Creating your account is fast and easy. Simply select the 'Create Account' button on the My Account page, enter the information required (email address and password) and select 'Register'.
06 Is my personal information secure?
The information you supply is confidential. Personal information will only be used by Clarins for order deliveries or customer service. Your credit card details are secured by SSL-encrypted technology and will never be stored online or accessed without your permission.
07 How can I unsubscribe from Clarins email newsletters?
Simply select the "unsubscribe" link at the bottom of any Clarins email newsletters you receive from us. You cannot unsubscribe from Clarins emails relating to your order such as Order Confirmation.
08 Why am I not receiving the Clarins email newsletters?
Occasionally, changes from your email provider may prevent you from receiving the Clarins email newsletters you have registered for. Follow these simple steps to be sure Clarins' emails are reaching your inbox!
1. Register for our emails at Clarinsnewzealand.co.nz
2. Visit the Spam section of your email account and search "clarins"
3. Find any Clarins email and click "Not Spam" at the top of the page
You can also add us to your contacts list. clarins@newsletter.clarins.com
1. Register for our emails at Clarinsnewzealand.co.nz
2. Visit the Spam section of your email account and search "clarins"
3. Find any Clarins email and click "Not Spam" at the top of the page
You can also add us to your contacts list. clarins@newsletter.clarins.com
09 I forgot my password for My Account.
You can request a new password from the Log In section of the site. Select the 'Forgotten Password?' link, enter your email address and select 'send'. A new password will be emailed to you.
10 How can I update my profile in My Account?
You can change or update personal data within the account settings of the My Account section.
11 Why is my phone number required?
A contact phone number is required by most Courier providers. We will only use this information to contact you, if necessary, about your order or to respond to your enquiries.
12 How can I change my delivery address?
You can change your delivery and billing addresses during the checkout process. If you have an account, you can also create, change and save multiple addresses in your address book.
PLEASE NOTE: Once an order has been placed, we won’t be able to change the delivery address.
13 Can I have my order delivered to an address other than my home address?
When placing an order you may enter different delivery and billing addresses. The order will be delivered to the delivery address provided. Packages are delivered in a discrete package and without pricing information; you will receive your tax invoice in the order confirmation email. If you have an account, you can also create, change and save multiple addresses in your address book.
14 Can I have my order delivered outside New Zealand?
Clarinsnewzealand.co.nz only delivers to addresses within New Zealand. For delivery to international addresses please visit the respective country website. In the footer of the website, you can update the country website.
15 How quickly can I receive my order?
Currently, Clarinsnewzealand.co.nz offers a standard delivery option, which takes 1 - 7 business days.
For more information, visit our Delivery Information page.
For more information, visit our Delivery Information page.
16 How do I pay for my order?
We accept Visa, MasterCard, American Express and PayPal and Aftrepay.
17 Is my online payment secure?
When you place an order on Clarinsnewzealand.co.nz, we encode your information using Secure Socket Layer (SSL) encryption technology; the most advanced consumer online security to date. Your order will be placed safely and securely. Your bank details are SSL encrypted and will never be kept or stored on this website without your consent.
18 What should I do if I can’t complete the checkout process?
If you have correctly entered all your information and are unable to complete the checkout process, we may need further information. Please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays).You may also contact us via email at CustomerCare@nz.clarins.com.
19 What can I do if my payment is declined?
If payment is declined, please contact your bank or credit card company first. Authorisation is between our banking provider and your financial institution. If you encounter any further difficulties or have any additional questions, please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays).You may also contact us via email at CustomerCare@nz.clarins.com.
20 When will a payment be deducted from my credit card account?
Your credit card will be charged only when your order is sent from our warehouse. You will see a temporary authorisation on your account after you place your order; this will be updated by the actual charge once your order is sent. If you have used PayPal or AfterPay as your payment option then your account will be charged straight away once your order is confirmed with an order number.
21 How will I know my order has been received?
Upon placing your order, Clarinsnewzealand.co.nz will display a confirmation message. You will also receive an order confirmation email, including your tax invoice. If you've registered an account with us, your order will also be viewable on the site after 24 hours in the My Account area.
22 How can I check the status of my order?
When you place an online order you will receive an email confirmation with your order number; this is also your tax invoice. You will receive another email when your order has been sent. It will include your order tracking number. You can track your delivery by clicking on the Track order link. If you have created an account online, you can also track the status of your order within the My Account section of the website.
23 Where can I find my order number?
Your order number is in the order confirmation email you received after placing your order. You can also find your order information within the My Account area. Select the Order History to see a detailed history of your orders. Your order number will also be on the printed document accompanying your delivery.
24 How do I change or cancel an order?
Orders are processed once they are submitted. We generally dispatch orders within 1 - 2 business days so it may not be possible to cancel an order once it has been placed. If you need to return an order, please review our Returns Policy.
25 I haven’t received my order?
Delivery times often vary. If you have any problems or do not receive your order by the date specified, please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays).You may also contact us via email at CustomerCare@nz.clarins.com.
26 The order I received doesn’t match the one I placed.
Please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays).You may also contact us via email at CustomerCare@nz.clarins.com.
27 How do I make a return or exchange?
Products purchased on Clarinsnewzealand.co.nz can be returned within 14 days of the original delivery date. Please contact Customer Care on 0800 627 025 to explain the reason for the return and confirm the item number and quantity of the return product. Customer Care will send you the return form that includes the return address and a Return Merchandise Authorisation (RMA) number to ensure a fast return process.
28 How do I return a damaged product?
You may (a) exchange your products or (b) obtain a full refund if the products in your order are damaged or faulty upon receipt, or if the products you have received are not the products you originally ordered.
(a) Exchange:
When exchanging damaged or faulty products or incorrect deliveries, we will dispatch replacement items to you free of charge provided once we have received the return products in your order in the condition in which you received them.
(b) Refund:
When returning damaged, faulty or incorrect orders we will refund (to the original credit or debit card account used to make the online purchase):
a) the full purchase price;
b) the delivery charges incurred in delivering the products to you; and
c) the delivery costs to return the products to us;
provided you first return the products in your order to us in the condition in which you received them. If you fail to return products to us we may charge you for the products or the cost incurred in collecting them from you.
To obtain a refund or exchange of the products to us, please return products within fourteen (14) business days as of the delivery date.
29 I returned a product/an order but I haven’t heard anything.
Returns take 1 to 2 weeks to process. If several weeks have passed since your return, and you have not received a replacement or refund, please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays). You may also contact us via email at CustomerCare@nz.clarins.com..
30 How are refunds issued?
A refund will be issued to the credit or debit card used to place the initial order. You will be refunded the cost of the returned product(s) when the return is received and processed. Delivery costs are non-refundable. Please refer to our Return policy for additional information.
31 How do I use Clarins products?
Most products on this website are accompanied by application advice. Tips and a video for products can be found in our Beauty School section of the website.
32 How can I find the right products for me?
You can use our online Beauty Consultation to guide you through our collections and help create your personalised skin care program. You’ll be asked simple questions about your skin, your concerns, your preferences and what you’re looking for. We will provide you with a list of the best products to create a personalised beauty regimen. Your Beauty Consultation will be presented and stored in your Clarins Profile under My Beauty Profile.
33 What types of ingredients are used in Clarins products?
All Clarins products contain natural botanicals and other gentle ingredients. You can learn more by reviewing the ingredients section found within each product page on the site or by accessing the 'Why Clarins?' section.
35 Where can I buy Clarins products?
Clarinsnewzealand.co.nz has the widest selection of products, but we are also available at the following authorised major retailers: Farmers. Protect yourself and those you care about by buying only authentic Clarins products from authorised retailers. If you are not sure if a retailer is authorised, please contact us. Please note, if you have questions about stock/product availability or customer service outside of Clarinsnewzealand.co.nz, you will need to contact that specific retailer directly.
36 Can you send me free samples?
Unfortunately we are not able to send samples without an order.
37 Do you have travel sizes?
We do not offer travel sizes for purchase. However please browse our Gift Sets page as most sets come with complimentary travel size products.
38 I forgot to add my gift to my order
We can't make any changes to an order once it was finalised. If you have forgotten to add your gift please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays). You may also contact us via email at CustomerCare@nz.clarins.com.
My question isn’t listed.
If you still can’t find an answer to your question, please contact Clarins Customer Care on 0800 627 025 from 10:00am-8:00pm Monday - Friday (excluding public holidays). You may also contact us via email at CustomerCare@nz.clarins.com.
