Frequently Asked Questions
1) Which countries do you ship to?
For fragrances and makeup orders, we deliver to all national territory.
For fashion orders, please see Terms & Conditions in following link.
2) Which forms of payment do you accept?
Debit card, credit card as a one-off payment or in instalments of up to 10 interest-free instalments, depending on the order value. We accept Visa, Mastercard, American Express, Maestro, JCB, Union Pay, Diners, Apple Pay and Pix.
*If you pay with a Bank Slip, the Customer has up to 72 hours to make the payment, and if payment is not made within this period, the order is automatically cancelled.
3) How much does shipping cost?
Standard shipping for fragrance and make-up orders is free with all orders over R$ 100. For orders under this amount, it costs R$ 15.
For fashion orders, please see Terms & Conditions in following link.
4) How long will it take for my order to arrive?
For fragrances and makeup orders:
We deliver to all states across Brazil. Please check delivery availability for your ZIP code using the shipping calculator on our website.
For fashion orders, please see Terms & Conditions in following link.
Once your parcel has left our warehouse, you will receive a shipping confirmation email.
5) Is my package insured and do I need to sign for my order?
All purchases are insured against theft and accidental damage while in transit from carolinaherrera.com to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we may require a signature as proof of delivery.
6) How do I track my order?
For fragrance and make-up orders, once your parcel has been dispatched, you will receive a shipping confirmation email, with a tracking link from UPS where you can track your order. Click on this tracking number to access the “Track your order” page of the UPS website, where you will find the status of your parcel.
7) I didn’t receive my order: What should I do?
For fragrance and make-up orders, please allow up to 3-5 business days to receive your order.
You can track your parcel following the link on your email confirmation to check its status.
If your estimated delivery date has passed and you still haven’t received your order, please contact our Customer Service team at [email protected] with your name and order number. Alternatively, you can call us free of charge on +558002020018 and/or via WhatsApp at +55 33 4042-1460.
8) Can I modify my shipping address after I have placed my order?
If you want to change the delivery address, for fragrance and make-up orders please contact our Customer Service at [email protected] with your name and order number, or by phone at +558002020018 and/or via WhatsApp at +55 33 4042-1460.
We will try our best to accommodate your request but are unable to add or remove items from your order once it has been confirmed.
9) How can I return my order?
If you are not satisfied with your purchase of fragrance and make-up for any reason, please contact our Customer Service team to receive the prepaid return label.
Please note that all fragrances and makeup must be returned unopened and unused – we are unable to accept any items that have been opened. For your convenience, we offer free samples with selected fragrance and makeup orders, so you can decide if a product is right for you before opening it.
You can find out more about our returns policy here.
For fashion orders, please see Terms & Conditions in following link.
10) Do you offer free returns?
We offer free returns from all the countries we ship to for fragrances and make-up orders.
For fashion orders, please see Terms & Conditions in following link.
11) How long will it take to have a refund?
The refund period can take up to 14 days from the receipt of your return at our warehouse. You will receive an email once we have received and checked your items. The refund will be credited to the original payment card.
12) I have lost my return label.
If you have lost your return label, please contact our Customer Service at [email protected] with your name and order number or by phone at +558002020018.
13) How do I create an account?
To create an account, simply click on the My Account icon visible on the top right corner of the website and enter your details. Creating an account will allow you to track your orders, save your address and card details and access your shopping bag across different devices.
14) I’ve forgotten my password. What should I do?
To re-set your password, click here or follow the “Forgotten password” instructions on the Sign in page. Please note, for security reasons we are unable to send your old password via email.
15) I would like to edit my personal information.
To edit your personal information, simply log in to your account using the My Account icon visible on the top right corner of the website.
16) What is your Privacy policy and Cookies policy?
You can view our Privacy and Cookies policies here.
17) I would like to receive your newsletter.
You can sign up to our newsletter by filling out the form at the bottom of the Home page.
18) Is your packaging recyclable?
At Carolina Herrera we are committed to reducing our impact on the environment. All our fragrances and makeup orders packaging (including the stationery) is plastic-free and fully recyclable.
19) Can I apply multiple discount codes to my order?
Only one code may be used per order so please choose the best code for your purchase.
20) Can I add a discount code on all products?
Please note that discount codes cannot be applied to products that are already discounted.
21) Gift Wrapping for Sample Orders
Giftwrapping and giftmessaging options are not available for orders that contain only samples.
