Returns and Shipping Policy

SHIPPING AND RETURNS

SHIPPING OPTIONS AND COSTS:

To see all the shipping options available, please add your address in checkout.

* Standard Delivery

Delivery within 1 to 2 days

Complimentary delivery on all orders AED 299 and above. A charge of AED 20 will be incurred on purchases below AED 299 threshold.

Complimentary standard delivery on all orders is offered during exceptional promotions and automatically added to checkout when available.

* Express Delivery

A charge of AED 23 will be incurred on purchases with Express Delivery.

Express delivery is only available for cities of: Dubai, Abu Dhabi, Shajrah, and Ajman.

DUBAI – Orders must be placed by 3pm for next working day delivery

ABU DHABI – Orders must be placed by 12pm for next working day delivery

SHAJRAH – Orders must be placed by 12pm for next working day delivery

AJMAN – Orders must be placed by 12pm for next working day delivery

We only deliver to the UAE.

We are unable to process orders to a P.O Box address.

RETURNS & EXCHANGES:

We are committed to offering customers the finest cosmetic products available. If the customer feels the products they have received from us do not meet this expectation, subject to Applicable Laws, the customer may initiate the process of return of the product(s) (along with all gift with purchase (GWP) and samples, if any which were supplied along with the product(s) and are linked to the purchase of the concerned product(s)), within fifteen (15) days of the date the products were received either by the customer or a third party (not being the carrier) to whom the products were shipped as per the terms of the order placed by the customer, subject to the products (and all gift with purchase (GWP) and samples, if any which were supplied along with the product(s) and are linked to the purchase of the concerned product(s)) being unused and in its original packaging along with original tags, barcode and invoice.

For contracts covering the order of several goods that are to be delivered separately, the return period is fifteen (15) days from the date on which you or a third party you name and who is not the carrier has received the last item of such order.

However, return policy does not apply to products which have been personalized, except for defects in the products (or for instance the products are spurious) or incomplete or incorrect delivery. If a personalized product is delivered damaged or is defective, customers should contact us via e-mail us at bykiliancustomercare@chalhoub.com within fifteen (15) days of delivery.

Most items may be shipped to Alaska, Hawaii and the U.S. Territories*, but some restrictions apply. See shipping rules and restrictions. Priority shipping methods (Overnight or 2nd Day service) are not available for certain locations in Alaska and Hawaii and the U.S. Territories. If you have any questions concerning the shipment of your order, please contact us via email at bykiliancustomercare@chalhoub.com or call us at 800 27323.

Notification of customer’s intention to exercise the exchange or returns can be done by emailing us at bykiliancustomercare@chalhoub.com with customer’s order details, including customer order number and the description of the products which are being returned. To comply with the return period, it is sufficient to provide your declaration informing us that you wish to return the product prior to the expiration date of the return period by emailing us at bykiliancustomercare@chalhoub.com Our representative will contact you to organize the pick-up. Please note that the pick-up will be free of charge up to two (2) consecutive returns.

Upon returns, we undertake to reimburse the customer the full price of the products within thirty (30) bank working days of the date of receipt of the return, provided that the products (along with all gift with purchase (GWP) and samples, if any which were supplied along with the product(s) and are linked to the purchase of the concerned product(s)) are shipped back unused and undamaged along with original tags, barcode and invoice, as soon as possible and no later than fifteen (15) days from the date of receipt of your return declaration, and that we receive proof of sending back prior to reimbursement. We may refuse reimbursement until we have received the resent goods or until you have provided proof that you have resent the goods in an unused and undamaged condition along with original tags, barcode and invoice, whichever occurs first. Refunds will only be made against the original credit card/debit card used with respect to card payments and/or to the relevant bank account with respect to COD payments.

In case you choose to send the product to be returned via courier then it is strongly recommended that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt).

The above provisions are only applicable to purchases made online. Products purchased at a store will be subject to the return policy of each store. Returns or exchanges for purchases made in a Kilian store may not be returned or exchanged to Kilian Online. Returns for purchases made online will be accepted for return or exchange at a Kilian store in the United Arab Emirates.

Please note, for certain marketing campaigns or sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.