Frequently Asked Questions

1) Which countries do you ship to?

For fragrances and makeup orders, we only deliver to mainland France. We are unable to deliver to Corse, Guadeloupe, Guyane Française, Martinique, Mayotte, Nouvelle-Calédonie, Polynésie française, Réunion, Saint-Barthélemy, Saint-Martin, Saint-Pierre et Miquelon, Wallis-et-Futuna, P.O. Boxes, nor General Delivery service.

For fashion orders, please see Terms & Conditions 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 Terms & Conditions in following link.

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

For fragrances and makeup orders:

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 +33 186 478 101.

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

If your order has already been dispatched and you would like to change the delivery address, we advise you to contact our courier partner, UPS, directly so they can verify whether the request can be accepted. Please note that we cannot guarantee the courier will be able to make the change, as it depends on the delivery area and the courier’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 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 +33 186 478 101.

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.