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FAQ / COVID-19
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Orders are prepared from Monday to Friday with the exception of public holidays. Orders placed on Friday after 3.30pm, on Saturday and Sunday are processed and shipped on the following Monday. We ensure delivery in the UK (except in Channel island and British Virgin Islands).


Please note that due to the new regulations and checks at the border of the UK, delivery time could take longer than usual. We anticipate delivery taking up to 7 working days. For orders containing any personalised bottles, you will receive your order after 14 working days.


For orders containing gifts for Mother’s Day, please follow the below guidelines to ensure that your gifts are delivered on time.

i. All purchases, excluding any personalised or engraved orders, should be placed before the 3rd March.

ii. Any purchases including engraving on a mainstream Guerlain fragrance bottle or Rouge G de Guerlain case should be placed before the 2nd March.

iii. For any purchases from our Guerlain Parfumeur range, orders should be placed before 25th February.

Specific measures for COVID-19 and Brexit

The Government of the United Kingdom have currently imposed a national lockdown to try and control the COVID-19 pandemic. As a result Guerlain beauty counters are closed at our partner stores until further notice. 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


Our priority is the health of everyone around us: our clients, our teams and all our partners.


For the time being, until we can have the pleasure of welcoming you once again to our beauty counters, which are temporarily closed, we remain at your disposal via our contact form on Guerlain.com, by phone at +44 1932 233 872 (standard local rate - Monday - Friday between 9am and 6pm, and Saturday between 9am and 5pm) and via our social media pages.


Our website Guerlain.com remains open for online purchases.


Please note that due to the new regulations and checks at the border of the UK, delivery time may take longer than usual. We anticipate delivery taking up to 7 working days.

Take care of yourself and your loved ones.

We also remain at your disposal via our contact form on Guerlain.com, by phone at +44 1932 233 872 (standard local rate - Monday through Friday between 9 am and 6 pm, and Saturday between 9 am and 5 pm) and via our social media pages.

The Government of the United Kingdom have currently imposed a national lockdown to try and control the COVID-19 pandemic. As a result Guerlain beauty counters are closed at our partner stores until further notice. 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

 

For the time being, until we can have the pleasure of welcoming you once again to our beauty counters, which are temporarily closed, we remain at your disposal via our contact form on Guerlain.com, by phone at +44 1932 233 872 (standard local rate - Monday - Friday between 9am and 6pm, and Saturday between 9am and 5pm) and via our social media pages.


Our website Guerlain.com remains open for online purchases.


Please note that due to the new regulations and checks at the border of the UK, delivery time may take longer than usual. We anticipate delivery taking up to 7 working days.


Take care of yourself and your loved ones.

The Guerlain.com website is operational, and we continue to review our terms of service on a daily basis in order to guarantee the safety of our employees, service providers and customers. Please note that due to the new regulations and checks at the border of the UK, we are currently unable to process or ship any orders on the Orchidée Impériale collection until further notice.


For the time being, you can find all your favorite Orchidée Impériale creations on our retail partners online boutiques:

John Lewis - click here

Selfridges - click here

Harrods - click here

Debenhams - click here

House of Fraser - click here

Feel Unique - click here

Escentual - click here


Should you need any information about your order, we remain at your disposal via our contact form on Guerlain.com, by phone at +44 1932 233 872 (standard local rate - Monday through Friday between 9 am and 6 pm, and Saturday between 9 am and 5 pm).


Please note that due to the new regulations and checks at the border of the UK, delivery time could take longer than usual. We anticipate delivery taking up to 7 working days.


We have taken and are taking all the necessary hygiene and safety measures in relation to our employees, service providers and hygiene during the processing of your parcel.

As we are shipping from France, and due to the new border regulation to enter the UK, delivery time could take longer than usual. We anticipate delivery taking up to 7 working days.

Due to the exceptional circumstances related to the spread of the COVID-19 virus, the period for exercising your right of withdrawal and returning products, and the cancellation of orders is 30 days. You can find the usual returns process in the returns section below.