Frequently Asked Questions
1) Which areas do you ship to?
For fragrances and makeup orders, we deliver to all Kindom of Saudi Arabia territory.
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, Cash on Delivery and Apple Pay.
If you choose Cash on Delivery, the cost is 17 SAR.
3) How much does shipping cost?
Standard shipping for fragrance and make-up orders is free with all orders over SAR 177. For orders under this amount, it costs SAR 25. Same Day shipping is SAR 20. Please note that Cash on Delivery orders will have an additional cost of SAR 10.
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:
Standard shipping takes:
1-2 business days Jeddah
2-3 business days Riyadh
2-6 business days rest of the areas
Same day shipping only available in Jeddah for orders placed before 1pm
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 where you can track your order.
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 (+966) 800 244 01 79 and/or via WhatsApp at (+971) 50 112 4880.
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(+966) 800 244 01 79 and/or via WhatsApp at (+971) 50 112 4880.
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, 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 (+966) 800 244 01 79
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.
