FAQ
FRAGRANCE & BEAUTY
Prices for CHANEL products are listed in the CHANEL Online Boutique.
You can contact us either online or by telephone at 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET so that we may assist you in your search.
You may contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET. You may also contact us online.
For questions about our makeup products, you can also refer to our Makeup Lessons .
Our beauty advisors are also available to assist you in all authorized CHANEL retailers.
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 Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET, or visit an authorized 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 Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 brand-authorized 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 authorized CHANEL retailer nearest 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 Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
The classic enemies of perfume are heat, air and light. We also recommend that you keep your bottle tightly sealed, store it in its original packaging if possible (if the environment where it is kept is overly bright), and of course, keep it away from sources of heat. You can make your fragrance last several years by following these simple recommendations.
At this time CHANEL makes very few miniature bottles, which are produced only for perfume extracts. However, the House regularly provides authorized 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 the authorized CHANEL 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 personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
LES EXCLUSIFS DE CHANEL is a collection of unique fragrances that draws inspiration from the House’s history and the life of Mademoiselle Chanel.
The LES EXCLUSIFS DE CHANEL collection is available through the CHANEL Online Boutique, in CHANEL Boutiques, and in the Fragrance department of selected department stores. You can find a list of these by referring to the Store Locator section of our website.
All share the same olfactive identity; however, each formula contains variations that amplify or enhance the perfume wearer’s desired effects. In addition, 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 personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET Friday, 9:00 a.m. – 3:30 p.m. ET.
In order to preserve the integrity of the original fragrance, we recommend that you do not apply the fragrance to your skin, but instead that you spray the inside of your clothing or its lining.
To receive personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
The CHANEL Makeup Creative Studio recommends applying foundation with your fingers, or use the Foundation Brush.
With your fingers: Dispense foundation onto the back of your hand for optimal freedom of movement. 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. Apply all over the face, starting in the center and working outwards.
To receive personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. – 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 a.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
Makeup is applied differently for the evening than for daytime wear. For evening wear, choose a lighter shade of foundation to boost radiance. You can also emphasize your eye makeup or lipstick, which will stand out even better when paired with lighter foundation.
To receive personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 Online Boutique.
You can also subscribe to our Newsletter to receive regular e-mail updates about CHANEL Beauty.
To receive personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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: magic!
To receive personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
Do not apply moisturizer 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 personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
Starting at age 25, cellular renewal slows down and early signs of aging set in, which are at first invisible.
To receive personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 an authorized CHANEL retailer to receive tailored assistance from a beauty advisor. To find the retailer nearest you, please refer to our Store Locator section. You may also contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
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 personalized 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, you may contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET, or visit an authorized CHANEL retailer.
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 moisturizer. However, this order may vary with certain specialized products.
To receive more advice, we recommend that you contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET, 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 personalized consultation, which will provide you with the most targeted product recommendations.
To receive a consultation, please visit one of our authorized CHANEL retailers, or contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
There is no contraindication against this; in fact, sunscreen is a complementary step for daily skincare products. We recommend that you apply your usual moisturizer in the morning, wait a few minutes, then apply your sunscreen.
To receive personalized recommendations, please contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
You can subscribe to our Newsletter to receive regular e-mail updates about CHANEL Beauty.
To unsubscribe, simply click the “Unsubscribe” link found at the bottom of all of our e-mails. If you have an account with us, you may also go to the “My Details” section of your personal My Account space.
You can follow CHANEL on social media:
You can order our products through the CHANEL Online Boutique or purchase them from any authorized retailer. You may find a list of retailers here.
By category or product line: you can browse all categories of our products from the menu at the top of each page
Using the search feature: you can 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.
For all orders placed through the CHANEL Online Boutique, you are given the option of selecting two Fragrance, Makeup or Skincare samples.
You can also visit an authorized 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 authorized 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 personalized recommendations from a beauty advisor.
To receive a consultation, please visit one of our authorized CHANEL retailers, of which you can find a list in the Store Locator section, or contact the Customer Service Department of the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET.
You can create your wish list by clicking “Add to My Wishlist” from the pages of each product and from the Fragrances , Makeup and Skincare pages.
You can find your wish list under the My Account section, as well as in the “My Wishlist” section, and share it by e-mail.
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 filling out the Contact us form on our website. 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 authorized 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.
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We invite you to contact the Customer Service Department for the CHANEL Online Boutique by calling 1-888-924-2635, Monday - Thursday, 9:00 a.m. - 5:00 p.m. ET, Friday, 9:00 a.m. – 3:30 p.m. ET so that we may assist you in your search.
You can also contact us online .
From the “Log In” section, click the link “Create an Account” which directs you to the Create an Account
form. Simply enter the required information into 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;
Create and share your wishlist.
This subscription also gives you the option of receiving news from CHANEL Beauty.
To access the My Account section, enter your user name and password into the “Log In” window.
Please click the Forgot Your Password? link. You will automatically receive an e-mail prompting you to create a new password.
All orders placed through the Online Boutique may be delivered to all addressable locations in Canada.
After selecting the product you wish to order through the CHANEL Online Boutique, please click “Add to Cart” and indicate your desired quantity.
ou may at any time view and/or edit the contents of your cart by clicking the shopping cart icon found in the top right corner of all pages on the website. By clicking “View Cart,” you will be able to validate or edit your cart and then proceed to check out.
Once your payment has been made, a thank-you page will appear with your order number indicating that your order has been received. A confirmation will also be sent to you by e-mail.
When viewing your cart, you are given the option of attaching a personalized message addressed to the gift recipient.
Every order is prepared with the utmost care and delivered in the CHANEL Exclusive packaging.
The following payment methods are accepted:
• Visa ;
• MasterCard ;
• American Express ;
• PayPal.
• WeChat
• Alipay
• Apple Pay
Payments are made via the secure server of our partner, Adyen, recognized payment operator. None of your banking information is transmitted via the website. Thus, payment by credit card is completely secure.
Your account will be debited when your order ships. You will receive a message from us confirming the shipment of your order.
Your invoice will be attached to the confirmation e-mail that you receive after placing an order through the CHANEL Online Boutique.
If you have an account, you may also access your invoice by going to My Account and then to “My Orders.” By clicking the “Download Invoice” link, your invoice is displayed and ready to print.
Orders placed through the CHANEL Online Boutique are processed by the CHANEL teams and delivered by Canada Post and FedEx.
Delivery options:
Standard shipping (2-7 business days)
Express shipping (1-2 business days)
-The delivery times are estimates and may vary for remote areas.
Orders unfortunately cannot be completed for remote regions due to Air Safety shipping restrictions.
Every order is prepared with the utmost care and delivered in the CHANEL Exclusive packaging.
You can return all or part of your order within 30 calendar days from the date of receipt.
Simply complete the return form enclosed with your package (also available on our website if you have created an account) and send us the unused products in their original packaging, along with the return form.
CHANEL includes a prepaid mailing label in your package that is to be attached to the outside of your return package before depositing it at a post office.
For hygiene and safety reasons, sealed products that have been opened are not eligible for reimbursement.
If the above conditions are met, you will receive a refund for the returned products.
You can return all or part of your CHANEL order within 30 days from the date of delivery for any of the following reasons:
Simply complete the online returns form accessed here. Ensure you provide accurate information about your return reason. Then pack up the unused products with all original packaging. Please print and attach the returns label to the outside of your package before depositing it at a Post Canada location.
For hygiene and safety reasons, sealed products that have been opened are not eligible for a refund.
Eyewear that has been corrected with prescription lenses is not eligible for return.
If the above conditions are met, you will receive a refund for the returned products, as well as the delivery costs originally incurred (except in the case of a partial return).
Please note, that at the moment, returns will not be accepted at any CHANEL boutique or any other authorized retailer that offers CHANEL products.
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 finalized.