FAQ
FRAGRANCE & BEAUTY
CHANEL encourages clients to purchase from CHANEL Boutiques, chanel.com or authorised retailers to guarantee that the product is genuine. Only a limited number of our authorised retailers are permitted to sell online and these include: Boots, John Lewis, Harrods, Selfridges, Harvey Nichols, The Perfume Shop, The Fragrance Shop, Frasers/House of Fraser, Flannels, Fenwick, and Sephora. For the Republic of Ireland: Arnotts and Brown Thomas.
Prices for CHANEL products are available on the CHANEL Online Boutique.
You may contact us either online or by telephone on 0203 943 5555 (free from a land line ), Monday - Friday, 10 a.m. - 6 p.m., so that we may assist you in your search.
You may contact CHANEL Client Care by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m. You may also contact us online, Monday - Friday, 10 a.m. - 6 p.m.
For questions about our makeup products, you may also refer to our Makeup Lessons.
Our beauty advisors are also available to assist you in all authorised CHANEL retailers (../../storelocator).
CHANEL does not publish catalogues or brochures for its cosmetic products. You may also contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m, or visit an authorised CHANEL retailer where our Beauty Advisors are available to assist you.
This sensation is quite normal. It is explained by a habituation effect that means we no longer detect a fragrance on ourselves. 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 Fragrance section of our website.
You may also contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
Selecting a fragrance is a personal experience that depends on our preferences 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-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 your nearest authorised CHANEL retailer, please refer to the Store Locator section on our website. You will also find a description of all our fragrances in the Fragrance section of our website.
You may also contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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 months 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 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 your nearest authorised CHANEL retailer, please refer to the Store Locator section on our website.
There are two ways to apply a fragrance:
1. 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;
2. 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 recommend always applying a fragrance to the inside of your clothing or to its lining.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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.
You may also contact a Fragrance Expert from CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
All share the same fragrance base; however, each interpretation 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 interpretations are more suited for daytime wear.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
In order to preserve the integrity of the original fragrance, we recommend that you do not apply the fragrance to your skin, but instead spray the inside of your clothing or its lining.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
The CHANEL Makeup Creative Studio recommends applying foundation with your fingers, or using one of our expert brushes. Different brushes give different makeup results, for example:
The CHANEL FOUNDATION BRUSH / PINCEAU FOND DE TEINT is a versatile brush that gives a classic, polished look.
The PINCEAU ESTOMPE DE TEINT / FOUNDATION BLENDING BRUSH is perfect for a quick application and gives an "airbrushed" finish.
The PINCEAU TEINT 2 EN 1 FLUIDE ET POUDRE / 2-IN-1 FOUNDATION BRUSH FLUID + POWDER is ideal for a flawless and smooth application.
With your fingers: Dispense foundation onto the back of your hand for optimal freedom of movement. Dab it onto your face, starting in the centre 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 centre and working outwards.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
Select light shades to illuminate the complexion and dark shades to structure the face. Using a brush, apply light shades of blush to the top of the cheekbone, and dark shades to the hollow area below. This contouring effect will add depth to your makeup.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
When selecting a foundation, you should first consider the needs of your skin and how you want your skin to look/feel.
For example, if you have dehydrated skin and would like a radiant, dewy makeup result, an appropriate choice would be a hydrating, satin-finish fluid foundation such as Vitalumière fluid.
In terms of shade selection – this is personal preference. For the most natural result, match your foundation to your skin tone as closely as possible. If you want to add a touch of warmth to your skin, you can go one shade deeper.
For personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0800 028 5005, Monday - Friday, 10 a.m. - 6 p.m.
Use a lip liner all over your lips (not just on the outline) before applying lipstick, as this will provide the perfect base and will help the colour adhere much better. Next, apply your lipstick. Blot any excess with a paper tissue. Reapply your lipstick once more. This will significantly extend its wear.
You may also contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
Makeup may be applied differently for the evening than for daytime wear. For evening wear, choose a lighter shade of foundation to boost radiance. You can also emphasise your eye makeup or lipstick, which will stand out even better when paired with lighter foundation.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
Makeup can reveal our personality or simply reflect our current mood. In reality, finding your own style means knowing how to select what looks good on you and what is to your liking from 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 out 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 CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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 application.
Make sure that your applicator is thoroughly dry before placing it back in the compact.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
All makeup products are of course designed to be non-comedogenic on the skin. Therefore, there is no contraindication against using them every day. However, it is important to remove your makeup at night: this essential step is one of the secrets to beautiful skin.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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 CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
At approximately age 25, cellular renewal begins to slow down and early signs of aging set in, which are at first invisible.
To receive personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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 authorised CHANEL retailer to receive tailored assistance from a beauty advisor. To find the retailer nearest you, please refer to our Store Locator.
You may also contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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 arrange a consultation, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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 personalised recommendations, please contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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 arrange a consultation, please visit one of our authorised CHANEL retailers, or contact CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
There is no contraindication 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 CHANEL Client Care by email at the following address: Online.boutique@chanel.co.uk, or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
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 authorised retailer. You may find a list of retailers here.
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 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.
You can create your wish list by clicking “Add to My Selection” from the pages of each product and from the Fragrance, Makeup, and Skincare pages.
You can find your wish list under My Account, in the My Wishlist section, and share it by e-mail.
At this time, CHANEL offers only an e-Gift card valid in the United Kingdom against the purchase of any product available for purchase online from Chanel.com. More information on how e-Gift cards work can be found here.
Please contact CHANEL Client Care by email at Online.boutique@chanel.co.uk or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m., so that we can 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.
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 e-mail prompting you to create a new password.
All orders placed through the CHANEL Online Boutique can be delivered to locations in mainland UK and Northern Ireland only (excluding the Channel Islands and the Republic of Ireland). We are also unable to make deliveries to PO Boxes or to companies offering international forwarding services. Billing and shipping addresses must both be UK addresses.
After selecting the product you wish to order through the CHANEL Online Boutique, please click “Add to Bag” and indicate 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 will be able to 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 e-mail.
Once your order has been placed, you are not able to modify it. However, you may cancel it and place a new order.
Contact CHANEL Client Care for assistance by email at the following address: Online.boutique@chanel.co.uk or by calling 0203 943 5555, Monday - Friday, 10 a.m. - 6 p.m.
When viewing your bag, you are given the option of attaching a personalised message addressed to the gift recipient.
Every order is prepared with the utmost care and delivered in a CHANEL keepsake gift package.
The following payment methods are accepted:
• MasterCard
• VISA
• American Express
• Maestro
• China Union Pay
• JCB
• Diners Club
•PayPal
• Apple Pay
*Next Day, Nominated Day and Same Day delivery not available to Apple Pay.
However, we do not accept: CHANEL Gift Certificates purchased in store, personal cheques and postal orders.
The following payment methods are accepted: Visa, MasterCard, American Express, PayPal and Gift Card. We also accept local payment methods :
- A CHANEL e-Gift card is valid in United Kingdom against the purchase of any product available for purchase online from Chanel.com. It cannot be used for purchases in Boutiques.
- An e-Gift card can be used for one or more purchases. It may be supplemented by another e-Gift card or a debit/credit card.
- E-gift Cards are valid for two years from the date of purchase. After this period, it can no longer be used.
- An e-Gift card may not be used for the purchase of another e-gift card or used to pay for CHANEL experiences or services.
- In the event of a refund of a product purchased entirely or partially with the e-Gift card, the e-Gift card will be refunded with the amount that was used from the e-Gift card to make the purchase.
- CHANEL reserves the right to cancel an e-Gift card order, or any order for CHANEL products using an e-Gift card, if we deem the e-Gift card order to be suspicious or fraudulent.
- E-Gift Card orders placed after 5pm may be processed and delivered to recipients on the next working day (weekends and bank holidays excluded)
The balance and validity of a CHANEL e-Gift card can be checked here
Payments are made via the secure server of our partner, Adyen, a recognised payment operator. None of your banking information is transmitted via the website, so 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 will be displayed and ready to print.
All orders placed through the CHANEL Online Boutique are uniquely packaged by CHANEL and can be delivered to locations in mainland UK and Northern Ireland only (excluding the Channel Islands and the Republic of Ireland). We are unable to make deliveries to PO Boxes or to companies offering international forwarding services.
CHANEL offers the following delivery options across the UK:
- Standard Delivery* within 2-4 days (£4 or complimentary for orders over £50, unless otherwise stated). Please note for TR21 postcodes the current lead time is 7-10 working days.
- Next Day Delivery* Order by 3 p.m. on Monday – Friday, to receive your order the following day. Exclusions apply, please refer to our carrier's website for postcodes with two-day delivery (£8 or complimentary for orders over £150, unless otherwise stated)
- Nominated Day Delivery* allows you to select a delivery date between Tuesday – Friday, up to 7 working days in advance (£6)
- Saturday Delivery* Order by 3 p.m. on Friday, to receive your order on Saturday. Exclusions apply, please refer to our carrier's website for postcodes with two-day delivery (£8)
- Weekend Delivery* Order by 3 p.m. Friday to select Saturday for delivery (£8), or, order by 1 p.m. Saturday to select Sunday as your delivery date (£10). Exclusions apply, please refer to our carrier's website for postcodes with two-day delivery.
- Click & Collect within 1-3 working days (Complimentary from all CHANEL Boutiques: Covent Garden, St Pancras, New Bond Street, Sloane Street and Walton Street).
For deliveries via DPD, you can select an alternative delivery date, change addresses, or select a pick-up location after your order has been placed via their website. You can do this on the day of delivery and the night before. Our carrier will contact you with your 1-hour delivery slot by email and text message (excluding holidays).
Concierge delivery is only available on orders with an eyewear purchase.
Every order is prepared with the utmost care and delivered in CHANEL keepsake packaging.
Choose from a selection of CHANEL packaging designs. THE ESSENTIAL packaging consists of a reusable organic cotton pouch nestled in a recyclable shipping box. THE CLASSIC packaging is available in either a signature box or origami bag design, while stocks last. Limited edition packaging may also be available at certain times of the year.
Two complimentary fragrance and beauty samples are included with all CHANEL Online Boutique orders and you can choose to include a personalised gift note too.
Please note, if you would like items to be packaged individually, you will need to place each order separately.
A tracking link is provided in the e-mail you receive from us confirming the shipment of your order. If you have created an account, this link is also available on our website under My Account, then My Orders.
You will also receive a text and/or email from our carrier for all delivery methods.
For Click & Collect, you will receive a text and/or email from us once your order is ready for collection at your selected boutique.
You can return all or part of your order within 30 calendar days from the date of receipt.
Simply complete the returns form enclosed with your package and send us the unused products in their original packaging, along with the returns form.Please attach the DPD returns label to the outside of your package before depositing it at a DPD location as listed here.
For clients based in Northern Ireland, returns via DPD will need to managed by contacting the client care team by email or by calling 0203 943 5555 to arrange a home collection.
For hygiene and safety reasons, sealed products that have been opened are not eligible for refund. Please include all complimentary samples and gifts, including charms, when returning your order. Complimentary samples that are part of the Try Before You Commit offer can be excluded.
If the above conditions are met, you will receive a refund for the returned products as well as the delivery costs that you originally incurred (except in the case of a partial return).
Fragrance and Beauty products purchased on the Online Boutique can be returned in the following CHANEL Boutiques only. Eyewear products can also be accepted at these locations if they were included as part of a mixed order (an eyewear order that also contains Fragrance or Beauty products).
CHANEL Fragrance & Beauty Boutique, Covent Garden
CHANEL Fragrance & Beauty Boutique, St Pancras
CHANEL Fragrance & Beauty Boutique, Battersea
The Fashion Boutiques listed below can only accept Fragrance and Beauty returns if they were part of a mixed order that included eyewear products:
CHANEL Fashion Boutique, New Bond Street
CHANEL Fashion Boutique, Sloane Street
CHANEL Fashion Boutique, Walton Street
Please note that returns will not be accepted at any other retail outlet that offers CHANEL products.
Please see our Terms and Conditions of Sale. You can find them at the bottom of the website and they must be accepted before an order can be finalised.