My Order

Follow our step-by-step guide to make your first order on Clarins.ro. First of all, welcome!

• Find your favourite products by browsing categories or exploring our best-sellers. If you already have something in mind, simply use the search bar at the top of the page.
• Once you’ve found the product you love, add it to your cart and select the desired quantity (up to 3 per product).
• Enjoy choosing up to 3 complimentary samples — a little beauty treat from us to you.
• At this stage, you can create an account to follow your order and enjoy a smoother checkout next time.
• Enter your delivery and billing address.
• Complete your payment on our secure server — and you’re all set!

Once your order is confirmed, a thank-you page with your order number will appear as confirmation.

We’ll also keep you updated by email at every step.

If you’re experiencing difficulty accessing certain pages, your browser may be storing outdated data.

To refresh your session, please try the following:

• On Google Chrome, press Shift + F5
• On Internet Explorer or Firefox, press Ctrl + F5

This quick refresh often resolves most loading or display issues.

Still experiencing issues? Our Customer Care team will be happy to help. Simply reach out via this form.

Your phone number helps us ensure a smooth delivery experience.

It may be used by our Customer Care team to assist with your order, or by the delivery partner to coordinate the handover of your package.

Rest assured, your personal information is treated with the utmost care and confidentiality.

If you’ve entered your details correctly and added products to your shopping bag but are still unable to finalise your order, we are here to help!

Simply reach out to our Customer Care team by completing the form on our contact page. We’ll assist you as soon as possible.

On the product page, you’ll find a form where you can sign up to receive an email notification as soon as the item is back in stock.
This way, you won’t miss out!

Try browsing by category or entering the product name in the search bar at the top of the page.

If the product isn’t available online, it may have been discontinued or part of a limited edition collection.

Our Customer Care team will be happy to recommend the best alternatives for you. And don’t forget to explore our Beauty Advice section for personalised tips and expert guidance.

Each order is processed individually and must include a single delivery and billing address.

Please note that you can order up to 3 units per product within one transaction. If you wish to place additional orders, they will need to be submitted separately.

To discover our latest offers, simply visit the “Offers” section on our homepage. There, you’ll find all the details and terms & conditions to make the most of our exclusive promotions.

Please note: Offers may apply to specific products or to your full shopping bag and typically cannot be combined with other ongoing promotions.

If you’re one of our loyal customers and have shared your date of birth with us, we’ll be delighted to celebrate with you!

You’ll receive your birthday offer by email. Simply enter the provided promotional code in the “Promotion Code” field at checkout to enjoy your gift.

Most birthday offers can be combined with other promotions, with the exception of special campaigns such as Black Friday.

We accept the following payment methods on Clarins.ro:

• Visa
• MasterCard
• Cash on Delivery

All payments are processed securely. Your payment details are encrypted using SSL technology and are never stored on our site.

Absolutely. All personal and payment information is handled with the utmost care and confidentiality.

Your credit card details are transmitted via a secure server that complies with the ISO27001 standard. We use the latest encryption technologies to ensure your data is protected at every step.

Your credit card will only be charged once your order has been dispatched.

You may notice a temporary authorisation on your account. This will be replaced by the actual charge once your items are shipped.

Once your payment details are entered and your order confirmed, our payment provider will request validation from your bank.

If your payment is declined, we recommend contacting your bank directly. For further assistance, our Customer Care team is here to help. Feel free to reach out via our online contact form.

3D Secure (3DS) is an added layer of protection for your online payments.

After entering your card details, you’ll be asked to confirm the payment with a code sent by your bank, usually via SMS or you eBanking application.

If you don’t receive the code or if your phone number is outdated, please contact your bank directly to update your contact details.

Simply log in to your Clarins account and go to “My Account” → “My Orders” → “Order history”

Your order will show one of the following statuses:

• Being Processed: Your order is currently being prepared by our team.
• Dispatched: Your order has been packed and handed over to the delivery service.
• Created: Your order was not completed and will not be processed. We suggest placing a new order. Be sure to enter your 3D Secure code and wait for the confirmation page before exiting the site.
• Cancelled: Your order has been cancelled and fully refunded.

If you checked out as a guest, you can still track your order by entering your email address and order number on the tracking page.

Once your order is confirmed, you will receive:

• A confirmation email with your order details
• A shipping email with your tracking number
• Follow-up notifications via email or SMS from our delivery partner

You’ll find your order number in your confirmation email and on your Clarins account under “My Orders”.

As soon as your payment is accepted, you’ll receive a confirmation email at the address provided during checkout.

If you have a Clarins account, your order will also appear in the “My Orders” section.

Once your order has been confirmed, it cannot be cancelled as it is quickly prepared for shipment.

If you’ve ordered the wrong item or missed a promotional offer, we suggest placing a new order and returning the original one to us.

For full details, please refer to our Return Policy.

Unfortunately, once your order has been validated, it cannot be modified.

If you need to update your delivery address for future purchases, go to My Account → Profile where you can add, edit, or set a new default address.

If you’ve made a mistake with your order, we recommend placing a new one and returning the original.

In rare cases, an order may be cancelled due to a temporary stock shortage. We sincerely apologise for the inconvenience.

If this happens, you’ll receive an email confirming the item’s unavailability along with a full refund. The refund is processed immediately and typically appears in your account within 10 working days.