FAQ

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 or lipstick may increase the delivery time due to the processing time of hand crafting your special creation.

Orders of $500 or more require a signature upon delivery.

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

Guerlain.com ships via UPS to the continental US, Alaska and Hawaii 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, please use the country dropdown to explore international availability.

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

Payment for purchases on guerlain.com can be made using a debit or credit cards such as Visa, MasterCard, American Express, Paypal, Apple Pay and Klarna.

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 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,  Monday to Saturday from 8:00 AM to 8:00 PM (EST time), our advisors will be very happy to assist you with your request.

Unopened or gently used Guerlain.com orders can be returned within 30 days of order receipt. No returns will be accepted by Guerlain for any product 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.

The L’Art & La Matière Discovery Set Eaux de Parfum (collection of 6 samples) is not eligible for a return or refund. 

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 inside the return package.

If you need any further assistance locating a return form, please contact Customer Service at 1-855-634-6767, Monday to Saturday from 8:00 AM to 8:00 PM (EST time), our advisors will be very happy to assist you with your request.

Please return the item(s) in its original product packaging.
Packages must be returned with the prepaid label to the following address:

Guerlain.com Returns Processing
258 Prospect Plains Rd, Suite A
Cranbury, NJ 08512
 

Guerlain.com is unable to refund shipping charges. Please allow around 7-10 business days of processing time. Guerlain reserves the right to deny returns for items that do not meet the return policy requirements.

You can create your Guerlain customer account by clicking on the "My Account" person icon at the top right of the 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 Customer Service.

If you forget your password, click on "My account" and then on "Forgot 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.

By creating your Guerlain.com account, you can enjoy a personalized and simplified experience when shopping online. You will be able to:

• - Easily access your order history,
• - Track the status of your deliveries and returns,
• - Update your personal information with ease.

Create an account and place an order on Guerlain.com, in the Guerlain boutique at the Bellagio in Las Vegas or in the Guerlain boutique at the South Coast Plaza in Los Angeles, in order to enroll in the Guerlain&You loyalty program . Each customer is only permitted to one account for the loyalty program. 

For every purchase, tied to a customer account, made at the Bellagio Boutique in Las Vegas, at the South Coast Plaza in Los Angeles or on Guerlain.com, you earn 1 point for every $1 spent. When making a purchase in our boutique, you must provide your account information to the beauty consultant in order to link the purchase to your customer account. When placing an order on the Guerlain.com website, your order must be placed while logged into your account in order to earn loyalty points. 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 ineligible to earn loyalty points when using the Apple Pay Express or PayPal Express or the guest checkout payment methods at checkout. If you have already opened a Guerlain customer account on the Guerlain.com website and/or in a boutique in the United States, 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. Discover all available gifts 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 and are subject to stock availability.

Your loyalty points will be credited the day after your purchase at the Bellagio Boutique in Las Vegas, at the South Coast Plaza in Los Angeles 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.

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 and South Coast Plaza Boutique. 

At this time, you can only earn points when making a purchase on Guerlain.com or at the Bellagio Boutique in Las Vegas and the South Coast Plaza Boutique in Los Angeles. 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, at the Guerlain Bellagio Boutique in Las Vegas or at the Guerlain South Coast Plaza Boutique in Los Angeles. 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, at the Guerlain Bellagio Boutique in Las Vegas or at the Guerlain South Coast Plaza Boutique in Los Angeles. 

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 "My Account" section, or from a Guerlain beauty consultant.

You can change your personal information directly on our website, by going to your account, in the "My Account" 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 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.

Shopping on Guerlain.com, the official website of the House, offers you an exclusive and personalized experience, along with direct access to Guerlain’s expertise and savoir-faire:

• - Complimentary samples: receive a selection of samples with every order to discover other creations from the House
• - Free delivery and easy returns: for a seamless and worry-free shopping experience
• - Exclusive access: enjoy early access to new launches, limited editions, and online-only offers available exclusively on Guerlain.com
• - Loyalty program: earn rewards and enjoy special benefits throughout the year
• - Expert advice: benefit from online beauty consultations and personalized recommendations

Klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments.
To use Klarna to pay for your purchase, choose Klarna in the checkout.

Your purchase will be split into 4 interest-free payments. The first payment will be taken from your credit or debit card when your order is shipped. The remaining three payments will be automatically charged to your card 14, 28, and 42 days later.

To sign up, you will need:

1. A United States issued debit or credit card
2. To be 18 years of age or over
3. An SMS-capable phone number
4. A residential address in the United States

Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, Maestro and Discover).
 
Please note, prepaid cards are not accepted.

Please note, the following payment providers do not work with Klarna: credit cards, such as American Express (AMEX), Chase credit cards, Capital One credit cards.

Yes, Klarna is only eligible for orders of $1 - $2,000.

Yes. If you want to pay the outstanding balance of your purchase early, simply log in to the Klarna website at the top of the page, go to the order page, and select “Pay off early”.

Once we have received the return (partial or full) and you have received confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return.

With a full return, we shall refund any payments collected and cancel any future scheduled payments.

You are always able to monitor the status of your order in the Klarna app.

If a Klarna order is returned, a refund will be processed within 14 days of the date the original order was submitted.

The refund will be made to the same card used for the first Klarna installment payment.

You can log on to the Klarna website to view the credit or debit card used for the order.

Cancellations are subject to our cancellation policy. To cancel your order, please contact us.

Once we have confirmed the cancellation, Klarna will update your payments accordingly and you can check the status of your payments anytime via Klarna’s site or in your Klarna app.

Refund processing times vary and can take up to 14 days depending on your financial institution.

To check the status of your refund, please confirm first we have updated your payments accordingly and check if you might have already been refunded to your original payment method.

If 14 days have passed since the issue of credit and you are still missing your refund, please contact Klarna for further support.

You can live chat with Klarna’s customer service agents 24/7 at to confirm payment at https://www.klarna.com/us/customer-service/ or speak to a Klarna agent at 1 (844) 552-7621.

Visit https://www.klarna.com/us/legal/

Guerlain offers several ways to make a fragrance truly your own. For the L'Art & La Matière collection, you are invited to personalize the entire bottle, selecting the cap plate, cord, and seal to reflect your unique aesthetic, as well as engraving the bottle itself. For other fragrance families, you may engrave a personal message, initials, or a date directly onto selected bottles on guerlain.com, turning a fragrance into a singular keepsake. To personalize online, simply select an eligible fragrance, choose your bespoke options on the product page, and finalize your creation before adding it to your cart. Some Guerlain boutiques also offer in-store engraving services. For further assistance, our Beauty Advisors are available via live chat or by phone.

A selection of Guerlain fragrances, including iconic references from the Mon Guerlain, L'Homme Idéal, and La Petite Robe Noire families, as well as several sizes from the Bee Bottle range, are available for engraving. Eligibility may vary depending on the bottle format and current stock. To discover the complete list of fragrances that can currently be personalized, please visit our dedicated Engraving Service page or look for the engraving option directly on individual product pages. Engraved items make exceptional gifts and can be combined with Guerlain's complimentary gift-wrapping service.