FAQ
FRAGRANCE & BEAUTY
CHANEL prices are available at our CHANEL Fragrance and Beauty boutiques and from a select number of authorised CHANEL retailers. To find your nearest retailer, please visit our Store Locator.
You may also contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays, so that we may assist you in your search.
You may contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Our beauty advisors are also available to assist you. To find your nearest CHANEL Fragrance and Beauty Boutique or authorized CHANEL retailer, please visit our Store Locator
CHANEL does not publish catalogues or brochures for its cosmetic products. You can find the most complete and up-to-date information about our products by browsing our website.
You may also contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays, or visit an authorised CHANEL retailer where our beauty advisors are available to assist you.
First of all, you should know that this sensation is quite normal. It is explained by a habituation effect that no longer allows us to detect a fragrance on ourselves the same way we did when we first started wearing it. However, do not fear: other people will still be able to smell and appreciate the fragrance on you.
There is, however, a simple way to enhance your usual perfume: use one or two complementary products from the line, such as a cream or body lotion, for example. The scent that is delicately left on your skin will enhance your fragrance all day long.
We invite you to discover all of the products in the Fragrances section of our website.
You may also contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Selecting a fragrance is a personal experience that depends on our habits and olfactory memory. This memory is often linked to personal emotions or our lifestyle.
To be advised in selecting a CHANEL fragrance, we recommend that you visit a CHANEL Fragrance and Beauty Boutique or a CHANEL authorised retailer. A beauty advisor will be able to provide recommendations after speaking in-depth with you about what you are looking for. To find the authorised CHANEL retailer nearest to you, please refer to the list of retailers on our website. You will also find a description of all our fragrances in the Fragrances section of our website.
You may also contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays, for further assistance.
The classic enemies of perfume are heat, air, and light. We recommend that you keep your bottle tightly sealed and store it in its original packaging if possible, especially if the environment where it is kept is overly bright. Additionally, keep it away from sources of heat. By following these simple recommendations, you can make your fragrance last several years.
At this time, CHANEL makes very few miniature bottles, which are produced only for perfume extracts. However, the House regularly provides CHANEL Fragrance and Beauty Boutiques and authorised CHANEL perfume retailers with samples of its Eau de Toilette and Eau de Parfum fragrances in the form of mini-sprays, which allow you to discover the fragrances.
To find a CHANEL Fragrance and Beauty Boutique or a CHANEL authorised retailer nearest you, please refer to the Store Locator section on our website.
There are two ways to apply a fragrance:
To the skin directly, to pulse points such as the wrist and neck, in order to intensify the fragrance. The way a fragrance reacts with your skin will create a very personal and seductive effect.
To your clothing, to preserve the integrity of the original fragrance. However, you should remember that some fabrics are delicate, and perfume can sometimes cause staining. We also recommend always applying a fragrance to the inside of your clothing or to its lining.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
LES EXCLUSIFS DE CHANEL is a collection of unique fragrances that draw their inspiration from the House’s history and the life of Mademoiselle Chanel.
The LES EXCLUSIFS DE CHANEL collection is available in CHANEL Boutiques, and at the Fragrance departments of selected department stores. You can find a list of these by referring to the Store Locator section of our website.
You may also contact a Fragrance Expert from the Client Services Department by calling 1300 242 6350, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
All share the same olfactory identity; however, each formula contains variations that amplify or enhance the perfume wearer’s desired effects. Additionally, their concentrations are often different and more suited to certain lifestyles. A parfum is traditionally worn in the evening, whereas eau de parfum and eau de toilette formulas are more suited for daytime wear.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
To preserve the integrity of the original fragrance, we recommend that you do not apply the fragrance directly to your skin. Instead, spray it on the inside of your clothing or its lining.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
The CHANEL Makeup Creative Studio recommends applying foundation using either your fingers or a foundation brush, such as the PINCEAU FOND DE TEINT FOUNDATION BRUSH.
With your fingers: dispense foundation onto the back of your hand for optimal control. Dab it onto your face, starting in the center and working outwards.
With a brush: dispense foundation onto the back of your hand. Pick it up with the brush and apply it all over your face, starting in the center and working outwards.
For personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Select light shades to illuminate the complexion, and dark shades to structure the face. Apply light shades of blush with a brush to the tops of cheekbones, and apply dark shades to the hollow area below the cheekbones. This contouring effect will add depth to your makeup.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
You should select a foundation based on your desired makeup results, as well as your skin profile.
Knowing your skin type well is important for selecting a foundation texture (fluid, cream or compact) that suits you best. The skin should feel comfortable and free when wearing foundation.
You should always select a shade one level lighter than your natural skin tone to boost its luminosity. In general, foundation that looks dark on the skin does not compliment the complexion.
Do you want to create a sophisticated or more relaxed look?
We do not dress the same way for the office, going out at night or relaxing on the weekend.
The same is true for the complexion: makeup results can vary to suit our moods and desires.
For personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Use a lip liner to outline your lips and add colour before applying lipstick. This will help the colour adhere much better. Next, apply your lipstick. Blot any excess with a paper tissue, and very lightly dust your lips with powder. Finally, apply your lipstick once more. This will significantly extend its wear.
You may also contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Makeup for evening wear differs from daytime application. For a nighttime look, opt for a lighter foundation to enhance radiance. You can also emphasise your eye makeup or lipstick, which will stand out more when paired with a lighter foundation.
For personalised recommendations, contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Unfortunately, when a star product has sold out, it is final. These limited-edition, highly trendy products are only produced in a finite supply. The only solution is to make sure you don't miss out on anything: stay up-to-date every season by reading fashion/beauty magazines and by visiting the CHANEL Website.
You can also subscribe to our Newsletter to receive regular e-mail updates about CHANEL Fragrance and Beauty.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Makeup often reveals our personalities or simply reflects our current moods. In reality, finding your own style means knowing how to select what looks good on you and what is to your liking from among the trends. There are some essential rules that don't change, for example, which foundation you should choose. Next, create the rest of your look based on your mood, desires, the season and the messages that you want to send to those around you. There are two ways to approach makeup: The first is a more understated approach, which focuses on enhancing your own beauty and natural radiance; the second is more free and spontaneous, a way of expressing your current mood.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
The two most frequent causes of this are choosing an ill-suited texture or not properly preparing the skin. Makeup bases help provide flawless wear.
Here is a tip: if you are going out at night and are afraid your skin might look oily, quickly rub an ice cube over your face, then blot your skin dry with a paper tissue. This will set your makeup in place and boost your radiance.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Do not apply moisturiser to your eyelids. Absorb any excess oil with a paper tissue, then lightly dust your eyelids with loose powder. To lengthen the wear of your eyeshadow, you can also dampen it with water before applying it.
Make sure that your applicator is thoroughly dry before placing it back in the compact.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Waterproof mascaras are formulated to not cause damage to the eyelashes. It is strongly recommended that you remove mascara with a waterproof eye makeup remover such as DÉMAQUILLANT YEUX INTENSE.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
The creators of CHANEL makeup always recommend (just as for foundation) selecting a powder that is one shade lighter than your natural skin tone, in order to brighten the complexion and boost its transparency.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Starting at age 25, cellular renewal slows down and early signs of ageing set in, which are at first invisible.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
There are several different types of masks available to meet the skin's various needs. As a general rule, you can use a mask 1 to 3 times a week.
If you are looking for a more targeted treatment that is adapted to your skin's specific needs, we recommend that you visit a CHANEL Fragrance and Beauty Boutique or an authorised CHANEL retailer to receive tailored assistance from a beauty advisor. To find the retailer nearest you, please refer to our Store Locator section.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
A skincare product is most effective when it targets the skin’s needs precisely. To choose the best-suited products and to identify the care that meets your expectations, we recommend receiving a personalised consultation. Developed by CHANEL Research, it takes into account your lifestyle and skin characteristics to provide product recommendations that are completely adapted to your skin profile.
To receive a consultation, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays, or visit the retailer nearest you.
As a general rule, use them in the following order: cleanser, lotion, serum (if your recommended regimen includes two serums, we recommend using one at night and one in the morning), followed by your daily moisturiser. However, this order may vary with certain specialised products.
To receive more advice, we recommend that you contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays or visit the retailer nearest you.
CHANEL Research has made sensitivity a subject of study. This research has revealed that several different types of sensitivity exist: contact sensitivity, environmental sensitivity, and sun sensitivity. In order to determine yours more precisely, we recommend that you receive a personalised consultation, which will provide you with the most targeted product recommendations.
To receive a consultation, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays, or visit the retailer nearest you.
There is no contradiction against this; in fact, sunscreen is a complementary step for daily skincare products. We recommend that you apply your usual moisturiser in the morning, wait a few minutes, then apply your sunscreen.
To receive personalised recommendations, please contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEDT/AEST, excluding Public Holidays.
You can follow CHANEL on social media:
You can order our products at a CHANEL Fragrance and Beauty Boutique or purchase them from any authorised retailer. You may find a list of retailers here.
By category or product line: You can browse all the categories of our products from the menu at the top of each page.
Using the search feature: click the search icon represented by a magnifying glass located at the top right of each page, then enter one or more keywords in the window that appears. The products and other associated content (videos, makeup lessons, etc.) that are pertinent to your search will be displayed.
You can visit a CHANEL Fragrance and Beauty Boutique or an authorised CHANEL retailer, where a beauty advisor can assist you and present the CHANEL products that best suit your needs. You can view a list of authorised CHANEL retailers on our website.
As a general rule, we recommend that you receive a consultation at least twice a year when the seasons change or each time you repurchase a CHANEL product. However, other factors can cause changes in your skin: recovering from illness, stress, a specific climatic environment or even a simple change of lifestyle. It is, therefore, preferable to seek personalised recommendations from a beauty advisor.
To receive a consultation, please visit one of our CHANEL Fragrance and Beauty Boutiques or an authorised CHANEL retailer, of which you can find a list in the Store Locator section, or contact the Client Services Department by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
CHANEL offers gift cards that are valid only in Australia and New Zealand in CHANEL Fragrance & Beauty Boutiques. These gift cards are applicable only towards products and services offered in these retailers.
A list of retailers is available in our Store Locator section.
We kindly ask that you provide us with the contact information for the vendor (name and place of sale, regardless if it is a store or a website) so that we can consider which actions should be taken to put an end to activities that may constitute acts of counterfeiting. You can provide us with this information by contacting the Client Services Department, by calling 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays. If you have filed a complaint against the seller, we remain at the disposal of the authorities to which this complaint has been filed for any information regarding the nature of the product in question.
We wish to draw your attention to the fact that despite the actions we take daily against websites that sell products that infringe on our rights, the Internet remains a particularly significant vector for the dissemination of counterfeit goods. This is why, in your interest, we recommend only purchasing CHANEL goods from CHANEL Boutiques and authorised CHANEL websites and retailers. This way, there is no risk of encountering counterfeit goods. You can find a list of these retailers on the Store Locator section of our website.
A gift card is valid for three years from the date of purchase and may be used on one or more occasions.
A gift card may be supplemented by another gift card or any other accepted means of payment at the point of sale. It is not exchangeable or refundable, even partially, in the event of loss, theft, or expiration. Additionally, it may not be used to purchase another gift card.
Gift cards are available in values ranging from $50 to $2000.
The balance and date of validity of a gift card can be looked up in boutiques (Store Locator) or by contacting the Client Services Department of the CHANEL Online Boutique, on 1300 242 635, Monday - Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
If you require assistance, please contact CHANEL Client Care online or by telephone at 1300 242 635. Our opening hours are Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
From the login section, click the Create an Account link to access a form. Enter the required information in the fields marked with an asterisk and click “Submit.” By signing in to your account, you can:
Track your orders
Change your account information
Change your password
Save multiple addresses
This subscription also gives you the option to receive news from CHANEL.
To access the My Account section, enter your username and password into the login window.
Please click the forgotten password link. You will automatically receive an email or SMS prompting you to create a new password.
Chanel.com delivers to Australian addresses only. Both billing and delivery addresses must be within Australia. Currently, we cannot ship to New Zealand. Please contact our Client Care team online or call 1300 242 635 if you have any questions or need further assistance.
Unfortunately, we are unable to allow any changes to the shipping address once an order is placed.
After selecting the product you wish to order through the CHANEL Online Boutique, click “Add to Bag” and specify your desired quantity.
You can view or edit the contents of your bag at any time by clicking the shopping bag icon in the top right-hand corner of all website pages. By clicking “View Bag,” you can confirm or edit your bag and then proceed to checkout.
Once your payment has been made, a confirmation page will appear with your order number, indicating that your order has been received. A confirmation will also be sent to you by email.
Once your order has been placed, we cannot modify, add to, or cancel it. If you no longer require your order upon delivery, please follow the instructions to return it free of charge if needed.
For assistance, please contact CHANEL Client Care online or by telephone at 1300 242 635. Our opening hours are Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Unfortunately, if you did not select the option to include a gift message during checkout, we are unable to add the message after your order has been processed.
The following payment methods are accepted:
MasterCard
VISA
American Express
PayPal
Apple Pay
Google Pay
We do not currently accept CHANEL Gift Cards purchased in a boutique, personal cheques, or postal orders. CHANEL gift cards can only be used at a CHANEL Boutique.
Unfortunately, we are unable to allow changes to credit card information once an order is placed.
If payment was processed through a credit card, debit card, Apple Pay, or PayPal, the amount will be debited immediately after your order has been placed.
You may unsubscribe from CHANEL marketing communications through your account preferences.
Your invoice will be attached to the confirmation email you received after placing an order through the CHANEL Online Boutique.
If you have an account, you can also access your invoice by going to My Orders. Click the "Download Invoice" link to view and print your invoice.
All orders placed through the CHANEL Online Boutique are uniquely packaged by CHANEL and can be delivered to locations in Australia only, including Parcel Lockers and PO Boxes.
CHANEL offers the following delivery options across Australia:
Complimentary Express Delivery within 1-2 business days for metro cities and 3-7 business days for regional cities is offered on orders above AUD100. For orders below AUD100, a shipping fee of AUD10 will be applied.
If you place your order over a weekend or on a public holiday, it will be processed and sent out over the following business day (Monday – Friday).
Delivery to some rural areas may take longer.
A tracking link is provided in the e-mail you receive from us confirming the delivery of your order. If you have created an account, this link is also available on our website under My Account, then My Orders.
Regretfully, we are unable to modify or cancel your Chanel.com order once placed. We apologise for any inconvenience this may cause.
To receive a refund, please contact our CHANEL Client Care representatives online or by calling 1300 242 635, Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays, to assist you with your request.
You can return all or part of your order within 30 calendar days from the date of receipt.
To return your order:
Please contact our CHANEL Client Care representatives online or by calling 1300 242 635, Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays. A Client Care Representative will assess and validate the return and provide a prepaid return label to be attached to your parcel.
Please pack your parcel, including the samples, in their original packaging, along with the packing list, and follow the instructions provided by Client Care.
Your return order will be received within 3-5 business days and then processed within 1-2 business days. You will receive a confirmation email when your return is processed, and your refund will be issued within 3-5 business days. For hygiene and safety reasons, sealed products that have been opened are not eligible for reimbursement unless they are defective.
We invite you to view our Terms and Conditions of Sale. They are accessible at the bottom of the website page and must be accepted before an order is finalised.
The CHANEL Online Boutique allows you to purchase products as a guest without registering. However, having a CHANEL account is required to enjoy exclusive benefits such as order tracking, saved addresses, and special offers.
After selecting the product you wish to order, please click "Notify Me" in order to receive a notification as soon as we have availability of the product.
Unfortunately, we do not currently offer gift wrapping services through the CHANEL Online Boutique. You may choose between the Essential or Classic wrapping.
All prices displayed are inclusive of 10% GST.
Please contact CHANEL Client Care for assistance online or by calling 1300 242 635, Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
Currently, CHANEL boutiques do not accept returns for orders placed on the CHANEL online Boutique.
In the event you are not completely satisfied with your CHANEL online purchase, a complimentary return can be coordinated for you within 30 days of the delivery date. To be eligible for a return, your product must be in its original, unused condition.
To coordinate your return, contact CHANEL Client Care for assistance online or by telephone at 1300 242 635. Opening hours are Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays. A CHANEL Client Care Representative will assess and validate your return and provide a prepaid return label to attach to your parcel. Please pack your parcel, including the samples in their original packaging, along with the packing list, and follow the instructions provided by Client Care.
For hygiene and safety reasons, sealed products that have been opened are not eligible for reimbursement unless they are defective.
Orders placed before 11am (AEST/AEDT) will be processed on the same business day. Orders placed after 11am will be processed and shipped on the following business day. Orders placed on the weekend or public holidays will be processed on the following business day.
All orders placed through the CHANEL Online Boutique require a signature for delivery.
If you are not available to sign for your parcel, the courier will leave a Delivery Attempt Card for collection.
All refunds will be processed via the original payment method.
Returns to our warehouse will take between 3-5 business days. You can track your delivery via FedEx. Once our warehouse receives your return, it will be processed within 5 business days.
It may take your bank 3-5 days to clear the funds into your account.
Please contact CHANEL Client Care for assistance online or by telephone at 1300 242 635. Opening hours are Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays. A Client Care Representative will assess the return of any product and assist you further.
If you have an allergic reaction to a CHANEL product at any time, please contact CHANEL Client Care for assistance online or by telephone at 1300 242 635. Opening hours are Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays. A Client Care Representative will assist you.
If you have any questions regarding a product, please contact CHANEL Client Care for assistance online or by telephone at 1300 242 635. Opening hours are Monday to Friday, 9:00 AM - 5:00 PM AEST/AEDT, excluding Public Holidays.
CHANEL offers a refund on all validated returns. In the event of a gift return, the returns process and policy will apply, and funds will be refunded to the original payment method. We unfortunately cannot accommodate any exchange requests.