Shipping & Returns
Kiehl's is committed to a smooth and efficient ordering experience. To help you, we've outlined our shipping policies and procedures below. Also, be sure to check out the Kiehl's Since 1851 Guarantee, our promise to ensure your satisfaction with every purchase.
Enjoy free standard shipping for orders over $35. If your order is under $35, there's a $10 shipping fee. We ship on business days (Monday through Friday, excluding public holidays) using Post Haste.
Orders typically go out within 24 hours. Here's what you can expect for delivery times:
- North Island (Metro): 2 business days
- North Island (Rural): 3 business days
- South Island (Metro): 2 business days
- South Island (Rural): 4 business days
Please note that these times don't include the dispatch. Deliveries to remote areas or during high-order times might take a bit longer.
We only ship within New Zealand at the moment. All orders are sent from our Auckland Distribution Centre via Post Haste. Once your items are shipped, you'll receive tracking and delivery information by email.
HOLIDAY SEASON: SHIPPING CUT-OFF DATES
Don't miss out this holiday season! Order gifts for you and your loved ones before the shipping cut-off dates to receive your delivery by Christmas 25th December and New Years 1st Jan.
| Order Destination | Christmas Delivery Cut Off Date (to be received by 25th December) | New Year's Delivery Cut Off Date (to be received by 1st January) |
|---|---|---|
| North Island (Metro) | Order by 12 noon, 19th Dec | Order by 12 noon, 23rd Dec |
| North Island (Rural) | Order by 12 noon, 18th Dec | Order by 12 noon, 20th Dec |
| South Island (Metro) | Order by 12 noon, 18th Dec | Order by 12 noon, 20th Dec |
| South Island (Rural) | Order by 12 noon, 17th Dec | Order by 12 noon, 19th Dec |
We process orders Monday through Friday in the order in which they are received.
If you want to check the status of your order, and are a registered user, please log into My Account to check the progress of your order. if you want to track the shipment of your order, use the tracking link included in your shipping confirmation email, or if your order has been shipped, you'll find a tracking link within your Order History, under My Account. For any questions about your order, please Contact Us and we would be happy to assist you.
We look forward to shipping your order as quickly as possible. So that you are able to enjoy your purchase as soon as possible, please double-check that you have entered the correct and full delivery address. We are unable to modify or cancel an order once it has been placed.
If your order is missing a product, contains a damaged item, or other concern, please Contact Us and we will get back to you as soon as possible. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.
Kiehl's Satisfaction Guarantee
At Kiehl's, we stand behind our service, our products and our customers. That is why we have a 100% satisfaction guarantee behind every purchase. If, for any reason, you should ever buy anything from us that is not pleasing to you, you may return any of our products, to the original point of purchase, for a full 100% money-back guarantee.
Products purchased at a Kiehl’s boutique can also be returned to the boutique for a full refund under the Kiehl’s Satisfaction Guarantee
Any Gift With Purchase received with an order must also be returned for a full refund.
We only accept returns purchased from kiehls.co.nz. Kiehl’s products purchased in all other locations must be returned to their original point of purchase. We do not offer exchanges for change of mind returns. We do not accept returns directly to our warehouse, please follow the correct process below.
How to start a return
1. Confirm that you are returning a product purchased from www.kiehls.co.nz.
2. Contact our Customer Service team via our Contact Us
3. Within 48 hours, a customer service representative will contact you, submit your return, and email you the Return Shipping label and Dangerous Goods label (if applicable).
4. The email will also contain a link for you to book your courier pick up through Post Haste.
5. Package your item securely, ensuring you attach the label(s) supplied by customer services.
To reduce waste, you can re-use the Kiehl’s packaging, if you no longer have this, you can use a similarly sized box.
6. You can track the delivery of your return to our warehouse via the shipping confirmation email you'll receive from Poste Haste once your return has been picked up.
7. Once the parcel arrives at our warehouse, our team will process the return, and your refund will be confirmed via email. Refunds take approximately 10 business days to be credited to your account.
If you should need further information regarding the return of any Kiehl’s products, please do not hesitate to Contact Us, and it would be our pleasure to assist you however we can.
You have reached the New Zealand website and although our products are sold worldwide, we are unable to assist with inquiries from outside of New Zealand
You can only order products from the website in the country in which you reside. Kiehl's Since 1851 currently offers ecommerce websites in Australia, Canada, USA, France, Singapore, China, Korea, Taiwan, Germany, and Spain.
We regret that we do not ship outside New Zealand at this time.