Frequently Asked Questions
1) Which areas do you deliver to?
For fragrance and makeup orders, we deliver throughout Chile, except for P.O. boxes, military bases, mailing lists, and the following areas:
Alhué, María Pinto, San José de Maipo, Isla Juan Fernández, Easter Island, Petorca, Mostazal, Curepto, Pelarco, Rauco, Vichuquén, Cobquecura, Portezuelo, Quilaco, Ránquil, San Fabián, Treguaco, Camiña, Colchane, Huara, Pica, Ollagüe, Alto del Carmen, La Higuera, Paihuano, Río Hurtado, Curarrehue, Los Sauces, Melipeuco, Perquenco, Toltén, Tirúa, Futaleufú, Palena, San Juan de la Costa, Queilén, Puqueldón, Lago Verde, Guaitecas, O’Higgins, Tortel, Laguna Blanca, Primavera, San Gregorio, Timaukel, Cabo de Hornos, Torres del Paine, Antarctica, Corral, Camarones, General Lagos, and Putre.
For fashion orders, please refer to the Terms & Conditions available here.
2) What payment methods do you accept?
We accept Visa, Mastercard, American Express, Redcompra and Apple Pay. We also offer the option to pay in up to 5 installments. However, please note that while we do not charge any interest, your bank or card issuer may apply additional fees or interest depending on their policies.
3) How much does shipping cost?
Standard shipping for fragrance and makeup orders is free.
Express shipping is not available.
For fashion orders, please refer to the Terms & Conditions here.
4) How long will my order take to arrive?
For fragrance and makeup orders:
Metropolitan Region: Standard shipping takes 1 to 3 business days.
Other regions: Standard shipping takes 1 to 7 business days.
If your order is placed on a public holiday, it will be processed on the next business day.
Once your package leaves our warehouse, you will receive a shipping confirmation email.
For fashion orders, please refer to the Terms & Conditions here.
5) Is my package insured? Do I need to sign for it?
All purchases are insured against theft and accidental damage during transit from carolinaherrera.com to the delivery address.
Once the package has been delivered to the indicated address, it is no longer covered by insurance.
6) How can I track my order?
For fragrance and makeup orders, once your package has been shipped, you will receive a confirmation emailcontaining a link to track your order.
7) I haven’t received my order. What should I do?
For fragrance and makeup orders, please allow 7 days for delivery.
You can track your package using the link provided in your confirmation email.
If the estimated delivery date has passed and your order has not arrived, please contact our Customer Service team via Live Chat, by emailing [email protected], or by calling us toll-free at (+)56 2 27125529, including your name and order number or contact our customer service team via Live Chat.
8) Can I change the shipping address after placing my order?
If you wish to change the delivery address for a fragrance or makeup order, please contact our Customer Service at [email protected] (include your name and order number), or call us at (+)56 2 27125529.
We will do our best to accommodate your request; however, we cannot add or remove items once the order has been confirmed.
9) How can I return my order?
If you are not satisfied with your purchase, you can return any product through our returns portal, where you will be able to generate your return label.
Returns must be requested within 14 days of receiving your order. Please not that returns are free for fragrances and makeup only in eligible delivery regions. For fashion items, a return fee applies depending on the destination country and parcel size, and this will be shown when you request your return.
Please send your parcel from your nearest drop-off point by scanning the QR code or visiting: https://www.ups.com/dropoff/?loc=es_ES.
Items must be returned in their original packaging, unused, in perfect condition, with all tags and documents included. Fragrance and makeup products must be unopened and sealed, and personalized or altered items cannot be returned. We are unable to accept items that are damaged, worn, soiled, or incomplete.
Refunds will be issued to the original payment method within up to 14 days after we receive and inspect your return. You will receive a confirmation email once your return has been processed. If the return does not meet these conditions, we may not be able to issue a refund.
You can find more about our returns policy on the Beauty and Fashion shipping and returns pages, as well as on the Beauty and Fashion terms and conditions of sale pages.
10) Do you offer free returns?
Yes, we offer free returns from all regions we deliver to for fragrance and makeup orders.
For fashion orders, please refer to the Terms & Conditions here.
11) How long will it take to receive my refund?
Refunds are processed within up to 15 business days from the date we receive the returned items in our warehouse.
You will receive a confirmation email once your return has been received and checked.
Refunds are issued to the original payment method.
12) What if my order is defective?
If your product is faulty or defective, you have up to six months from the date of receipt to request a replacement or a refund.
Please contact Customer Service, providing your name and order number.
13) How do I create an account?
To create an account, click on the “My Account” icon at the top right of the website and enter your details.
Having an account allows you to track your orders, save your address and payment information, and access your shopping bag from different devices.
14) I forgot my password. What should I do?
To reset your password, click here or follow the “Forgot Password” instructions on the login page.
For security reasons, we cannot send your old password by email.
15) I want to edit my personal information.
To edit your personal details, log in using the “My Account” icon at the top right of the website.
16) What are your privacy and cookie policies?
You can read our Privacy and Cookie Policies.
17) I’d like to receive your newsletter.
You can subscribe to our newsletter by filling out the form located at the bottom of the Home page.
18) Is the packaging recyclable?
At Carolina Herrera, we are committed to reducing our environmental impact.
All our fragrance and makeup packaging (including stationery materials) is fully recyclable and plastic-free.
19) Can I apply multiple discount codes to one order?
Only one discount code can be used per order. Please select the one that best suits your purchase.
20) Can discount codes be used on all products?
Please note that discount codes cannot be applied to already discounted items.
21) Gift wrapping for sample orders
Gift wrapping and message options are not available for orders containing samples only.
22) How can I contact Customer Service?
You can reach our Customer Service team through the following channels:
Email: [email protected]
Toll-free phone: (+56) 2 27125529
Live Chat
