Frequently Asked Questions

1) Which countries do you ship to?

For fragrances and makeup orders, we only deliver to mainland Spain. We are unable to deliver to Ceuta, Melilla, Canary Islands, Baleares Islands, P.O. Boxes, nor General Delivery service.

For fashion orders, please see T&C in following link

2) Which forms of payment do you accept?

We accept Visa, Mastercard, American Express, Maestro, JCB, Union Pay, Diners and Apple Pay.

3) How much does shipping cost?

Standard shipping for fragrance and make-up orders is free with all orders over 25€. For orders under this amount, it costs 5,25€. Express shipping is 13€.

For fashion orders, please see T&C in following link

4) How long will it take for my order to arrive?

For fragrances and makeup orders:

For fashion orders, please see T&C 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 900 759 360 (Spain).

8) Can I modify my shipping address after I have placed my order?

If your order has been shipped and you wish to change the delivery address, we recommend that you contact our carrier UPS directly so that they can verify whether the request can be accepted. Please note that we cannot guarantee that the courier company will accept the request, depending on the delivery area and the carrier's availability.

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?

We offer free returns from all the countries we ship to for fragrances and make-up orders.

For fashion orders, please see T&C 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 900 759 360 (Spain).

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.

Further FAQ's - Klarna

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

Am I able to use Klarna on Carolina Herrera orders?

As long as your order exceeds 30€ and you are eligible to use Klarna, you’ll be able to take advantage of the Pay later in 3 interest-free instalments service. Orders under 30€ do not qualify for payment through Klarna.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Carolina Herrera and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Carolina Herrera run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Carolina Herrera has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Carolina Herrera from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/es.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Carolina Herrera. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once Carolina Herrera has received the return (partial or full) and you have received their 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.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please contact Carolina Herrera Customer Service to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at Klarna.com/es, where you will find all of your orders and payment schedule information. Visit Klarna app or Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.