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FAQ

SHIPPING

Guerlain.com offers next day delivery on all orders.

 

Orders are prepared from Monday to Friday with the exception of public holidays and are shipped using DPD.

 

Orders must be placed by 16:00 to be be eligible for next day delivery. Orders received after 16:00 will be processed the next business day. Orders received on Friday after 16:00, Saturday, Sunday and on a bank holiday will be processed on the following business day.

 

We ensure next day delivery in the UK except for the following locations; The Channel Islands; Northern Ireland; Isle of Man; Scottish Highlands; Scilly Isles and the British Virgin Islands. For these regions, delivery can be expected to take up to 72 hours.

 

Please note that where your order includes a made-to-measure Bee Bottle(s), delivery can take up to 15 working days.

 

Should you have any further questions regarding our next day delivery service and any restrictions that may affect this service please do not hesitate to contact our client services team using our contact form on Guerlain.com, by phone at +44 2035 142 400 (standard local rate - Monday to Friday from 09:00 to 17:00) and via our social media pages.

Guerlain.com offers complimentary shipping for all orders.

Guerlain.com ships nationally throughout the United Kingdom. We ensure next day delivery in the UK except for the following locations; The Channel Islands; Northern Ireland; Isle of Man; Scottish Highlands; Scilly Isles and the British Virgin Islands. For these regions, delivery can be expected to take up to 72 hours.

 

Guerlain.com does not ship internationally at this time.

 

We do not ship to P.O. Box addresses; hotels or non-fixed addresses or domiciles.

No, Guerlain.com does not ship to PO boxes at this time

No, Guerlain.com does not ship outside of the United Kingdom at this time. In order to ship to another country you will have to place an order on one of international websites.

ORDERS & PAYMENT

Payment for purchases on guerlain.com can be made using Visa, MasterCard, American Express, and Paypal.

You can follow the progress of your order by logging in to your account then clicking on "my orders". Then click on the tracking number to track your order.

 

This same tracking number was also sent to you with your shipping confirmation email. Simply click the 'Track My Order' button which will direct you to the tracking page which will detail the status of your order.

 

You will also receive an SMS from our courier, DPD.

Unfortunately, we are unable to accommodate exchange requests at this time. If you need further assistance, please contact the Guerlain Client Service team using our contact form on Guerlain.com, by phone at +44 2035 142 400 (standard local rate - Monday to Friday from 09:00 to 17:00) and via our social media pages.

RETURNS

Guerlain would like you to be pleased with your purchase and will gladly refund any unopened purchased from guerlain.com within 30 days of your order being delivered.

 

Guerlain.com purchases cannot be exchanged or returned in-store.

 

If you would like to return an item, simply complete the Return Form that was included in your delivery parcel and place it back inside the package. You can then use the shipping label provided to send the package back to us.

 

Products must be returned in perfect condition and in its original packaging, unopened, and seals in tact.

 

No returns will be accepted by Guerlain for any fragrance that has been personalised with either plate, cord, seal or engraving enhancements, unless they are damaged or they do not correspond to the options of personalization selected by the Customer. Similarly, no returns will be accepted for any personalised Rouge G cases.

 

If you need any further assistance please do not hesitate to contact our client services team using our contact form on Guerlain.com, by phone at +44 2035 142 400 (standard local rate - Monday to Friday from 09:00 to 17:00) and via our social media pages.

 

Please return the item(s) in its original product packaging.

 

Returned packages must be returned prepaid, to the following address:

 

Guerlain

GXO MK90,

Chippenham Drive

Kingston

Milton Keynes

MK10 0AN

 

Please allow around 7-10 business days of processing time. You will receive a confirmation email once we receive your package and process your return. Guerlain reserves the right to deny returns for items that do not meet the return policy requirements.

SAMPLES & GIFTS

The luxury to choose, the opportunity to sample. Exclusively on Guerlain.com, receive your fragrance along with a complimentary sample. The best way to try a fragrance before wearing or gifting it.

 

  1. Choose your fragrance among the products eligible for the trial service¹
  2. Add the selected fragrance to your cart, to automatically receive the associated sample
  3. Once you have received your order,try the sample of the fragrance first. If it does not meet your expectations, you can return your unopened perfume within 30 days²

We offer try-it sampling on the full range of L'Art & La Matiere¹, Aqua Allegoria and selected other Guerlain fragrance icons.

 

Guerlain.com is also pleased to offer 3 complimentary samples on all orders at checkout to discover Guerlain's expertise in skincare, makeup, and fragrance.

We often offer complimentary gifts with a purchase of any Abeille Royale skincare over £50 or any L'art & La Matiere fragrance, Orchidee Imperiale & Aqua Allegoria*.

Sign up to our Guerlain & You loyalty programme and collect points to receive exclusive gifts.

Subscribe to receive Guerlain updates and be the first to know about your exclusive previews, gifts and offers.

 

¹While supplies last.

²Returns are free and not available on engraved products. Please refer to the Terms and Conditions of Sale for the return policy.

*Guerlain reserves the right to change any gifts.

ACCOUNT

You can create your Guerlain customer account by clicking on the "Your Account" section located in the menu at the top of our website. Then click on "Create an Account" and fill in the mandatory information marked with an asterisk. Finally, click on "Confirm". You will be sent a confirmation email to the address provided when creating your account. If you require assistance or further information, please contact our Customer Service.

If you forget your password, click on "Your account" and then on "Forgot my password". An email will be sent to you to reset your password.

To subscribe to our newsletter, please visit the "Newsletter" section at the footer of the webpage. If you wish to unsubscribe from our newsletter, click on the link at the bottom of each Guerlain newsletter. You can also contact our Customer Service for assistance, and they will be happy to help with your request.

POINTS OF SALE

We are delighted to confirm that our beauty counters are open in the United Kingdom. Our Beauty Consultants are ready and waiting to welcome you in person, and to help you with any questions you may have.

 

To find your nearest store and updated opening times, please visit our store locator.

 

Our priority is the health of everyone around us: our clients, our teams and all our partners. We will continue to implement enhanced sanitisation and safety measures throughout all of our retail spaces and additional precautionary measures will be followed such as social distancing and the wearing of face masks.

 

Please note that due to the ever changing situation with COVID-19 this information may not be entirely accurate. For up to date information and guidance please check https://www.gov.uk/coronavirus.

 

Should you have any further questions we remain at your disposal via our contact form on Guerlain.com, by phone at +44 2035 142 400 (standard local rate - Monday to Friday from 09:00 to 17:00) and via our social media pages.

GUERLAIN&YOU

As a Guerlain&You member, you benefit from exclusive, unique offers. Each tier unlocks different benefits from tailored beauty experiences, deluxe discovery miniatures to money-can't-buy gifts. Discover all the benefits available to you in your Guerlain.com account, in the "Your loyalty programme" section. You can claim your Guerlain&You rewards directly from the Guerlain boutiques and counters participating in the loyalty programme or have them delivered to your home as part of an order placed on Guerlain.com. Loyalty gifts are available within the limits of available stocks. For stock reasons, the gifts are subject to change during the year.

For every purchase or treatment made in participating Guerlain boutiques or counters or on the Guerlain.com website, you earn 1 point for every £1 spent. When making a purchase in a boutique or counter participating in the Guerlain&You loyalty programme, you must provide the beauty consultant with the information required to identify you and thus link the purchase to your customer account. When placing an order on the Guerlain.com website, your order must be linked to your customer account in order to accumulate your loyalty points.

Your loyalty points will be credited the day after your purchase in a point of sale or after placing an order on the Guerlain.com website. However, if you notice that your points are not credited a few days after your purchases, do not hesitate to contact the Guerlain Client Service team.

If you have a sufficient loyalty points balance, you can choose to order and later collect your rewards directly in the boutiques and counters participating in the loyalty programme or have them delivered to your home as part of an order placed on Guerlain.com. Gifts are subject to change during the year.

You can earn loyalty points when you purchase on Guerlain.com/uk and at the following Guerlain boutiques and counters in the UK:

 
  • - Bentalls Kingston On Thames, Bentalls Centre Dolphin Street, Kingston Surrey, KT1 1TX
  • - Fenwick Canterbury, 6 St Georges Lane,kent, Canterbury, CT1 2TB
  • - Fenwick Colchester, 152 High Street, Colchester, CO1 1PN
  • - Fenwick Newcastle, Northumberland St,tyne & Wear, Newcastle Upon Tyne, NE99 1AR
  • - Fenwick York, The Coppergate Centre, York, YO1 9WY
  • - Flannels Fosse Park, Unit 12, Fosse Park West, Leicester, LE19 1HZ
  • - Flannels Meadowhall, 1 Park Lane, Sheffield, S9 1EP
  • - Guerlain Covent Garden Boutique, Unit 10, N. Piazza, Royal Opera Hse, Covent Garden, London, WC2 8HD
  • - H Beauty Edinburgh, St James Quarter, St James Crescent, Edinburgh, EH1 3AD
  • - H Beauty Lakeside, West Thurrock Way, Grays, RM20 2ZP
  • - H Beauty Milton Keynes, The Cntr, Goods Del West, Saklow Gt, Milton Keynes, MK9 3DJ
  • - H Beauty Newcastle, St Michaels Way, Metrocentre, Gateshead, Newcastle, NE11 9YG
  • - Harrods Knightsbridge  Black Hall, 87 Brompton Rd,knightsbridge, London, SW1X 7XL
  • - Harrods Knightsbridge  Boutique, 87 Brompton Rd,knightsbridge, London, SW1X 7XL
  • - Harrods Salon De Parfums, 6th Floor 87 Brompton Road, Knightsbridge London, SW1X 7XL
  • - Harvey Nichols London, 109-125 Knightsbridge, London, SW1X 7RG
  • - Harvey Nichols Leeds, 107-111 Briggate, Leeds, LS1 6AZ
  • - House Of Fraser (Beatties) Worcester, Crowngate, Worcester, WR1 3LD
  • - House Of Fraser (Binns) Darlington, 7 High Row, Darlington, DL3 7QE
  • - House Of Fraser (Dingles) Plymouth, Dingles, 40-46 Royal Parade, Plymouth, PL1 1DY
  • - House Of Fraser (Frasers) Glasgow, 45 Buchanan Street, Glasgow, G1 3HR
  • - House Of Fraser (Jollys) Bath, 13 Milsom Street, Bath, Avon, BA1 1DD
  • - House Of Fraser Belfast, Unit 41, Victoria Square, Belfast, BT1 4QG
  • - House Of Fraser Birmingham, Corporation Street, Birmingham, B2 5JS
  • - House Of Fraser Bluewater, Bluewater, Greenhithe, Kent, DA9 9SB
  • - House Of Fraser Bristol, Unit Ds1, The Circus, Cabot Circus, Bristol, BS1 3BD
  • - House Of Fraser Cheltenham, 32-48 The Promenade, Cheltenham, GL50 1HP
  • - House Of Fraser Croydon, Croydon Centrale,21 North End, Croydon, CR0 1TY
  • - House Of Fraser Guildford, 105/111 High Street, Guildford, Surrey, GU1 3DU
  • - House Of Fraser Manchester, 98-116 Deansgate, Manchester, M3 2QG
  • - House Of Fraser Reading, The Oracle Centre, Reading, RG1 2AS
  • - House Of Fraser Rushden Lakes, Unit 1, Northwalk, Rushden Lakes, NN10 6FG
  • - House Of Fraser Solihull, Warwick Road, Solihull, B91 3DU
  • - House Of Fraser Sutton Coldfield, Gracechurch Centre,, Sutton Coldfield, B72 1PB
  • - Selfridges London, Oxford Street, London, W1A 1AB

The Guerlain&You loyalty programme may change at any time, please consult our Terms and Conditions here.

Your loyalty points are valid for 12 months from the date of each purchase. If not used, your points will expire after 12 months.

You can check your loyalty points balance at any time on your Guerlain.com account, each time you visit a store with your Guerlain beauty consultants or on your digital loyalty card, which you can download from the Wallet IOS or Google Pay application.

For the French Guerlain&You loyalty programme, you cannot earn points in countries other than France. For the UK Guerlain&You loyalty programme, you cannot earn or use loyalty points in other countries other than the UK.

Don't worry, your loyalty points will be credited to your account the day after your purchase in-store at a boutique or counter. You can then use your points at any time on our website or in a Guerlain boutique or participating counter. If you notice that your points are not credited a few days after your purchase in boutique, do not hesitate to contact the Client Services Team.

Don't worry, your loyalty points will appear on your account the day after you place your order online. You will then be able to use your points at any time on our website or in a Guerlain boutique or participating counter. If you notice that your points are not credited a few days after your purchase online, do not hesitate to contact the Client Services Team.

Registration for Guerlain&You loyalty programme is carried out automatically and free of charge when you create your Guerlain customer account on the Guerlain.com website and/or in all Guerlain boutiques or counters participating in the loyalty programme. It is only possible to subscribe to one loyalty programme membership per person (same last name(s), first name(s) and address). If you have already opened a Guerlain customer account on the Guerlain.com website and/or in an instore point-of-sale, then you are automatically a member of Guerlain&You loyalty programme.

You may request to unsubscribe from the Guerlain&You loyalty programme by contacting the Guerlain Client Services Team. The request to unsubscribe from the Guerlain&You loyalty programme will result in the automatic deletion of your Guerlain customer account. Similarly, the request to delete your customer account and/or to exercise your right to delete the registration and retention of your personal data by Guerlain will automatically result in your unsubscription from the loyalty programme. You may contact Guerlain Client Service.

You can combine your Guerlain&You loyalty accounts into one, if the following 3 fields are identical in all your different accounts: - First name, - Last name, - Contact information (email or postal address). In order to merge all your Guerlain&You accounts and thus gather all your loyalty points in one account, we invite you to contact the Guerlain Client Services Team.

Your Guerlain&You loyalty account is personal. It is not possible to transfer your loyalty points to another member.

Guerlain&You news are sent by e-mail, SMS or by post. Some offers may be sent exclusively by e-mail. Please make sure that you have provided us a valid e-mail address and that you have agreed to receive Guerlain communications, either from your online account, in the "Your profile" section, or with the assistance of a Guerlain beauty consultant at our counters or boutiques.

You can change your personal information directly on our website, by going to your account, in the "Your profile" section. You can also ask your beauty consultant to do it for you when you visit one of our boutiques or counters.