Frequently Asked Questions
1) Where do you ship to?
We ship throughout the United States. Unfortunately, we don’t ship to Puerto Rico, military bases (APO, FPO), DPO addresses, P.O. Boxes, nor General Delivery service.
2) Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, JCB, Union Pay, Paypal, Diners and Apple Pay.
3) Is it safe to place an order online?
All payments are processed through a secure checkout system provided by Adyen, a leading global payment platform.
4) Which size should I order?
To help you choose the correct size, we provide sizing information on each product page. You can also use our general size guide, which features measurements for each size and international size conversions.
5) How much does shipping cost?
Standard shipping for fragrance and make-up orders (5-7 business days, from Monday to Friday) is free with all orders over $30. For orders under this amount, the cost for Standard shipping is $10.
We also offer express shipping for fragrance and make-up orders:
- Overnight $40
- 2-Day $35
- 3-Day $25
6) Do you charge sales tax?
Sales tax will be included on all orders based on your shipping address. You will see the estimated taxes in your cart during checkout, and the exact taxes will be calculated and charged at the time of shipping.
State and local governments require that we charge tax items shipped to any state where Carolina Herrera has a physical presence, which includes the states of California, Texas and New York.
7) How long will it take for my order to arrive?
Standard shipping takes 5-7 business days (Monday to Friday) for orders before noon, 7 days for Alaska and Hawaii.
Express shipping takes 24-72 hours depending on which shipping method you have selected.
Once your parcel has left our warehouse, you will receive a shipping confirmation email.
8) 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 require a signature as proof of delivery.
9) 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 FedEx where you can track your order. Click on this tracking number to access the FedEx website, where you will find the status of your parcel.
10) I didn’t receive my order: what should I do?
For fragrance and make-up orders, please allow up to 5-7 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 on +1 (855) 653-2469, Monday to Friday 10am–6pm Eastern Time (from February to October) and Monday to Saturday 10am–8pm Eastern Time (from November to January)
11) Can I modify my shipping address after I have placed my order?
If your order has been dispatched and you would like to change the delivery address, we advice to contact the courier partner FedEx directly so they can verify if the request can be accepted. Please be informed we can't ensure the courier company will be able to accept the request, depending on the delivery area and availability of the courier.
12) 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 note 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 Shipping and Returns page and on the Terms and Conditions of Sale Page.
13) Do you offer free returns?
We offer free returns from all the locations we ship to.
14) 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 free of charge on +1 (855) 653-2469, Monday to Friday 10am–6pm Eastern Time (from February to October) and Monday to Saturday 10am–8pm Eastern Time (from November to January)
15) 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.
Canadian shoppers are eligible for a full refund of Duties & Taxes on returns.
16) Is your packaging recyclable?
At Carolina Herrera we are committed to reducing our impact on the environment. All our packaging (including the stationery) is plastic-free and fully recyclable.
17) 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.
18) 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.
19) 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.
20) What is your Privacy policy and Cookies policy?
You can view our Privacy and Cookies policies here.
21) 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.
22) 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.
23) Can I add a discount code on all products?
Please note that discount codes cannot be applied to products that are already discounted.
24) What should I do if I suffer an allergic reaction after using a product?
Please complete the following form.
