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FAQ

SHIPPING

Delivery Option Cost Delivery Time
UPS Ground Free for all orders 6-10 Business Days
2nd Day Air $15 3-6 Business Days
Express $20 1-3 Business Days

Orders must be placed by 12pm EST to be processed during the same business day. Orders received on Friday after 12pm EST, Saturday, Sunday, and federal holidays will be processed on the following business day and then delivery time will be applied.

Customizing your fragrance may increase the delivery time due to the processing time of hand crafting your special creation.


If you have questions, please call us at 1-855-634-6767 or email us at customerservice@guerlain.com


Guerlain.com offers complimentary shipping for all orders.


Guerlain.com ships via UPS. Shipping pricing is as follows:


Delivery Option Cost Delivery Time
UPS Ground Free for all orders 6-10 Business Days
2nd Day Air $15 3-6 Business Days
Express $20 1-3 Business Days

Guerlain.com ships via UPS to continental US addresses only. UPS shipping is not available for orders being shipped to APO/FPO and P.O. Box addresses. Guerlain.com does not ship internationally at this time.


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

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

No, Guerlain.com does not ship internationally at this time





 

ORDERS & PAYMENT

Payment for purchases on guerlain.com can be made using a debit, 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; enter it on the UPS courier website to track your order.

Unfortunately, we are unable to accommodate exchange requests at this time. If you need further assistance, please contact our Customer Service Team at 1-855-634-6767; our advisors will be very happy to assist you with your request.



 

RETURNS

Guerlain would like you to be pleased with your purchase and will gladly refund any unopened or gently used items purchased from guerlain.com within 30 days of order receipt. Guerlain.com purchases cannot be exchanged or returned in-store. If you would like to return an item, simply complete the Return Form available to download in your account and place in inside the return package.

No returns will be accepted by Guerlain for any fragrance that has been personalized 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.

If you need any further assistance locating the return form, please contact our Customer Service Team at 1-855-634-6767; our advisors will be very happy to assist you with your request.


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

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


Guerlain.com Returns Processing


283 Prospect Plains Rd, Suite 1-A

Cranbury, NJ 08512


Guerlain.com is unable to refund shipping charges. 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.



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.



Guerlain&You

You are automatically enrolled in the Guerlain&You loyalty program when you create your Guerlain customer account on the Guerlain.com website and/or in the Guerlain boutique at the Bellagio in Las Vegas. Each customer is only permitted to one account for the loyalty program. To ensure points are earned for all orders, please be sure to always use the same first name, last name, and email address at checkout. Unfortunately, you are not eligible to earn loyalty points if you use the PayPal Express payment method at checkout. If you have already opened a Guerlain customer account on the Guerlain.com website and/or in a boutique, then you are automatically a member of Guerlain&You loyalty program and your points will be reflected for all purchased made as of October 28, 2021.

As a Guerlain&You member, you benefit from exclusive offers and services. From 250 points, you can redeem your points for an exclusive gift or keep them to reach a higher tier for alternative gift options. At each tier, you have the choice to choose from several gifts. Discover all available offers when logging into your account page on Guerlain.com. You can choose to collect your Guerlain&You gifts directly from the Bellagio boutique in Las Vegas or have them delivered to your address of choice as part of an order placed on Guerlain.com. Gifts are subject to change throughout the year subject to stock availability.

For every purchase, tied to a customer account, made at the Bellagio Boutique in Las Vegas or on the Guerlain.com website, you earn 1 point for every $1 spent. When making a purchase in our boutique, 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 earn your loyalty points. With that said, please note you will not be qualitified to earn points if you checkout via Paypal Express, as you need to check out while logged into your customer account. While we are not able to retroactively add points to your account, if you place orders under different names or email address, please contact us and we can merge your accounts. To ensure all your points are accumulated, whether your purchase was in store or online, please ensure to always checkout using the same first name, last name, and email address. Should you accidentally use different credential, please contact us and we will be able to merge the accounts for you.

Your loyalty points will be credited the day after your purchase at the Bellagio Boutique in Las Vegas 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 purchase(s), do not hesitate to contact our Customer Service team who will gladly assist you.

If you have a sufficient loyalty points balance, you can choose to pick up your rewards directly at the Bellagio Boutique in Las Vegas or have them delivered to your home as part of the next order placed on Guerlain.com. You will be prompted the gifts you are eligible for at checkout before completing your online purchase.

Gifts are subject to change throughout the year due to availability.

Your loyalty points are valid for a 12 rolling months from the date of each purchase. Your points will expire after 12 rolling months if you do not redeem them.

To find out the balance of your loyalty points, simply log into your customer account on Guerlain.com or you can inquire about them when in store at our Bellagio Boutique. You will also see your points balance via email correspondances you will receive from Guerlain.

At this time, you can only earn points when making a purchase on Guerlain.com or at the Bellagio Boutique in Las Vegas. Additionally, you can redeem gifts at either of these locations as long as the same customer information is used, inclusive of your first name, last name, and email address.

For the US Guerlain&You loyalty program, you cannot earn points in countries other than the US.

Your loyalty points will be credited the day after your purchase in a boutique. You can then use them at any time on our website or at the Guerlain Bellagio Boutique in Las Vegas. Please ensure you use the same first name, last name and email address when making a purchase in store or online to ensure all points are earned in your customer account.

If you notice that your points are not credited a few days after your purchase in boutique, do not hesitate to contact the Customer Service.

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 at the Guerlain Bellagion Boutique in Las Vegas.

If you notice that your points are not credited a few days after your purchase online, do not hesitate to contact the Customer Service.

To ensure the points from all your purchases, regardless of your point of purchase, please ensure to always checkout with the same exact first name, last name, and email address. If you have have used separate credentials for different orders, that is not a problem! Kindly reach out to us and we can merge the accounts under one master account for you to use go forward to ensure all points are earned under one account.

In order to merge all your Guerlain&You accounts and thus gather all your loyalty points in one account, we invite you to contact Guerlain Customer Service.

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

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

Guerlain&You news are sent by e-mail, so be sure to sign up for our Newsletter! Some offers may be sent exclusively by email. 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 from a Guerlain beauty consultant.

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

You may request to unsubscribe from the Guerlain&You loyalty program by contacting Guerlain Customer Service. The request to unsubscribe from Guerlain&You loyalty program 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 to the loyalty program.

Your Loyalty points balance will be updated accordingly, and you will be notified of the change with an email update. If your order is cancelled, you will not earn any loyalty points from that purchase.

To view the offers per tier of our Loyalty Program, please log into your customer account on guerlain.com, and select the Guerlain&You button on the left hand side navigation.