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Shipping & Returns

ONLINE ORDERS & PURCHASES

1. Our official courier partner is GDEX. For information related to potential disruption or delay of delivery, you may refer to GDEX’s official website.
We apologize sincerely for the inconvenience caused.

DELIVERY & RATES

1. All orders received are subject to bank authorization prior to processing. Only authorized orders will be processed.

2. Orders are processed for delivery on business days only (Monday to Friday, excluding Public Holidays). We use GD Express as our standard delivery courier. Delivery usually takes between 3 to 7 business days for West Malaysia and 10 to 14 business days for East Malaysia.

3. Our standard delivery charges per order are as follows:

  • For West Malaysia, delivery charge is RM12.00.
  • For East Malaysia, shipping charge is RM20.00.
  • Orders of RM250.00 and above (after deducting cash or discount voucher if applicable) are entitled to delivery free of charge within Malaysia.

Orders are dispatched for delivery between 9.00am – 5.00pm from Monday to Friday and 9.00am – 1.00pm on Saturday.

We only deliver to addresses in Malaysia. We do not deliver to PO Box addresses or ship internationally.

We understand that getting your purchased orders quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. To ensure prompt delivery, kindly ensure that you provide us with an accurate delivery address, contact details including telephone number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner. Kiehl's is not responsible for any error that is input in the address or contact details by the customer resulting in failed delivery.

In the event that we fail to deliver to you at the delivery address provided by you, we will make a subsequent (2nd) attempt at the specified delivery address. You will receive a “Sorry Card” at the 2nd attempt and if GD Express does not receive any feedback from you, we regret to inform you that your package will be returned to Kiehl’s Malaysia.

PROOF OF DELIVERY

1. Our courier service may request for a signature from the intended recipient of the items purchased. In circumstances where our courier service fails to deliver to the intended recipient, it may deliver the order to the reception of the recipient's address, and obtain a signature from the receptionist as a proof of delivery. We are not responsible for any situations whereby the parcel does to reach the recipient after the proof of delivery is received.


ORDER

1. Orders placed and received on business days (Monday to Friday, excluding public holidays) are processed on the next day in which they are received. Orders placed after 12.00AM would be considered as next day purchase for courier purposes. Orders placed and received at the end of the week (Friday, Saturday or Sunday) will be processed the next business day (Monday).

2. Kiehl's Malaysia will send you a confirmation email for your order after your payment is verified and authorized by the Bank and we have accepted your order. The confirmation email will contain your order details including customer details, product description and delivery address. If you do not receive the order confirmation email within 3 business days, please check your order summary in "My Account" or your email junk folder. Alternatively, you may also contact our Customer Service team at Customerservice.MY@loreal.com.

3. Online promotions are only applicable for online purchases. Promotions and gifts may vary from in-store promotions.

4. You may only purchase our products from and enter into transactions on our Website if you are 18 years old and above.

REPORT ORDER PROBLEM

1. If you receive an open or a tampered package, please do not accept it. Please report to Customerservice.MY@loreal.com within 2 days from the date you receive the product with 4 images of the package and we will attend to your report.

2. If you find that the items you have ordered are damaged upon delivery, please report to Customerservice.MY@loreal.com within 2 days from the date you receive the product with supporting evidence and receipt number. Any reimbursement is subject to our discretion.

3. If in the event that any product is missing from your order, please report to our Customer Service team at Customerservice.MY@loreal.com within 2 days from the date you receive the product and we will attend to your report.

4. While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

OUT OF STOCK ITEMS

1. We strive to deliver your order within the delivery time stipulated. However please note that in the event any of the stocks are unavailable in a order, we will refund the entire order in full. We will inform you within 2-3 business days and we seek your kind understanding. We do not accept back orders.

2. If you have any questions on items that are not available online, please contact our Customer Service team at Customerservice.MY@loreal.com


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.

Online Purchases

Change Of Mind Returns or Exchanges

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.

You may Contact Us for a full refund to return the product within thirty (30) days from the date you receive your order, subject to the following:

  • item must be purchased from the Website (kiehls.com.my);
  • item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner;
  • all returns and exchanges requests must be accompanied with a legible copy of the original sales receipt/invoice; and
  • items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Purchases made with any vouchers will not be eligible for exchange or returns.

Please note that the cost incurred to return the products will be bourne by you. Alternatively, you can choose to exchange your product at any of our freestanding stores only.


Should you want to exchange your product, please Contact Us to arrange for an exchange in our freestanding stores within thirty (30) days from the date you receive your order, subject to the following:

  • item must be purchased from the Website (kiehls.com.my);
  • item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner;
  • all returns and exchanges requests must be accompanied with a legible copy of the original sales receipt/invoice; and
  • items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Purchases made with any vouchers will not be eligible for exchange or returns.

How to start a return

1. Confirm that you meet our return conditions (above).
2. Contact our Customer Service team via our Contact Us page or call us at 1300-22-2232 to notify us to expect your parcel.

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. On your own terms, arrange for return to be made to the following address:

Attn to: Kiehl’s Malaysia Returns
Bollore Logistics Malaysia Sdn Bhd – Shah Alam Branch (SZL) - (292446-X / 199401006767)
Mapletree Logistics Hub Shah Alam
Unit 1.7, Ground Floor, Block 1, Persiaran Jubli Perak,
Jalan Jubli Perak 22/1A, Seksyen 22,
40300 Shah Alam, Selangor

4. 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.

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.

Damaged in Transit

We apologise if your product has been damaged. Please Contact Us to arrange for a return of the product within seven (7) days from the date you receive your order, subject to the following:

  • item must be purchased from the Website (kiehls.com.my);
  • all returns and exchanges requests must be accompanied with a legible copy of the original sales receipt/invoice; and
  • items purchased as part of a set or a multi-item pack must be returned as a whole set.

In-Store Purchases

For any in-store purchases made from our offline official stores, you may request for an exchange or full refund from the original store of purchase within thirty (30) days of purchase, subject to the following:

  • item must be in its original purchase condition – packaging must be unopened, unused, unmarked and not defaced in any manner;
  • all returns and exchanges requests must be accompanied with a legible copy of the original sales receipt/invoice; and
  • items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Purchases made with any vouchers will not be eligible for exchange or returns.

Processing of Returns Requests

Please allow up to ninety (90) days for the processing of the refund which will be made via your credit card. Where applicable, all costs and/or expenses associated with the return of the products shall be solely borne by you.

Non-Exchange / Non-Returns

We reserve our right to not process any request for exchange or refund for products which:

  • have been stated as non-returnable or non-exchangeable;
  • were not purchased from our Website or any of our offline official stores;
  • were purchased from any unauthorised retailers, websites or other unauthorised sources;
  • were purchases made outside of Malaysia; and/or
  • do not meet the requirements set out for “Online Purchases” or “In-Store Purchases” above.

If you have any questions about our return and exchange policy, please contact our customer service team at Customerservice.MY@loreal.com.


PRICING

1. Product prices listed on Kiehl's Malaysia website are subject to change without advanced notice.


CANCELLATION OF ORDER

1. We regret to inform that orders cannot be cancelled once placed. Kindly ensure you have checked and validated all details and information before you proceed with payment.

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