Frequently Asked Questions
1) Which areas do you ship to?
For fragrances and makeup orders, we only deliver to all national territory.
For fashion orders, please see T&C in following link.
2) What payment methods do you accept?
The available payment methods are: Visa, Mastercard, American Express, PayPal and Klarna.
3) How much does shipping cost?
Standard shipping is free for all orders fragrances and makeup orders over $ 500. For orders under this amount, shipping costs $ 79.
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, once shipped:
Delivery takes 2 to 3 business days.
For fashion orders, please see T&C in following link
You will receive a shipping confirmation email as soon as your package leaves our warehouse.
5) Is my package insured? Do I need to sign for my order?
All purchases are insured against theft and accidental damage from carolinaherrera.com to the delivery address. Once our package has been delivered to the specified address and a delivery confirmation has been signed, it is no longer covered by insurance. To ensure that your purchases are delivered correctly and in optimal condition, we require a signature upon delivery.
6) How can I track my order?
As soon as your package is shipped, you will receive a shipping confirmation email with a link to track your order.
7) I haven't received my order, what should I do?
Allow 3 to 5 days to receive your order. You can track your package using the link provided in your confirmation email to check its shipping status. If the estimated delivery date has passed and you still haven't received your order, please contact our customer service team via our chat or email [email protected], including your name and order number. Alternatively, you can also call us toll-free at 800 953 1868.
8) Can I change the shipping address after placing my order?
If you wish to change the delivery address, please contact our customer service team with your name and order number. We will do our best to accommodate your request. However, we cannot add or remove any items from your order once it has been confirmed.
9) How can I return my fragrance and makeup 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 countries to which we ship for fragrance and makeup orders.
11) How long will it take to receive my refund?
The refund period can take up to 14 days from the date we receive the returned order in our warehouse. You will receive an email once we have received and checked your items. The money will be refunded to the original payment card.
12) How do I create an account?
To create an account, simply click on the “My Account” icon at the top right of the website and enter your details. Having an account will allow you to track your orders, save your address and payment information, and access your shopping bag across different devices.
13) I forgot my password. What should I do?
To reset your password, click here or follow the “Forgot Password” instructions on the login page. Please note that for security reasons, we cannot send you your old password via email.
14) I want to edit my personal information.
To edit your personal information, simply log in using the “My Account” icon at the top right of the website.
15) What are your privacy and cookie policies?
You can view our privacy and cookie policies here.
16) I would like to receive your newsletter.
You can subscribe to our newsletter by filling out the form found at the bottom of the homepage.
17) Is the packaging recyclable?
At Carolina Herrera, we are committed to reducing our impact on the environment. All our fragrances and makeup orders packaging (including stationery materials) is fully recyclable and contains no plastic.
18) 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.
19) Can I add a discount code on all products?
Please note that discount codes cannot be applied to products that are already discounted.
20) Gift Wrapping for Sample Orders
Giftwrapping and giftmessaging options are not available for orders that contain only samples.
