FAQ
FRAGRANCE & BEAUTY
Authentic CHANEL fragrances, makeup and skincare products can be purchased directly from the CHANEL Online Boutique at chanel.com, in official CHANEL boutiques and through authorised CHANEL retailers across the UK. Purchasing through these channels guarantees the authenticity and quality of CHANEL products.
To locate a boutique or authorised stockist near you, please visit the Store Locator.
Official UK pricing and detailed product information for CHANEL makeup, fragrances and skincare are available on the CHANEL Online Boutique. Each product page provides descriptions, available formats and current pricing.
Clients may also explore the Fragrance, Makeup or Skincare sections online, or contact CHANEL Client Care for further assistance.
Personalised recommendations for CHANEL fragrances, makeup and skincare are available through CHANEL Client Care or in authorised CHANEL boutiques. Beauty Advisors provide guidance based on individual preferences, lifestyle and desired results.
Clients may also explore curated selections within the Fragrance collection, Makeup collection or Skincare collection online.
CHANEL does not publish printed catalogues or brochures for its fragrance, makeup or skincare collections. The full range can be found online within the CHANEL Online Boutique.
Clients wishing to explore collections in person are invited to visit an authorised CHANEL retailer using the Store Locator.
It is normal to stop detecting your CHANEL fragrance after wearing it for a period of time. This is known as olfactory habituation, where the senses become accustomed to a scent. Others around you will still perceive the fragrance as intended.
To enhance longevity, consider layering complementary products from the same line, such as body lotion or cream, available within the Fragrance collection.
Choosing a signature CHANEL fragrance is a personal experience shaped by individual preferences, memories and lifestyle. Visiting an authorised CHANEL retailer allows a Beauty Advisor to guide you through different fragrance families and compositions.
You may also explore detailed descriptions within the Fragrance collection or locate a boutique using the Store Locator.
To preserve the integrity of a CHANEL fragrance, store the bottle away from heat and light, and ensure it remains tightly sealed. Fragrance quality is best maintained when kept in its original packaging and away from direct sunlight.
Layering with complementary products from the same fragrance line may also enhance longevity.
CHANEL produces a limited number of miniature bottles, primarily for certain perfume extracts. Authorised CHANEL fragrance retailers may occasionally provide samples of eau de toilette or eau de parfum in a mini-spray format.
LES EXCLUSIFS DE CHANEL is a collection of distinctive fragrances inspired by the history of the House and the life of Gabrielle Chanel. Each composition reflects a chapter of CHANEL heritage, expressed through refined and often unexpected notes.
The collection is available through the CHANEL Online Boutique, selected department stores and CHANEL boutiques. Discover the fragrances within LES EXCLUSIFS DE CHANEL collection or locate a boutique via the Store Locator.
Parfum, eau de parfum and eau de toilette share the same fragrance identity but differ in concentration and intensity. Parfum offers the most concentrated interpretation, while eau de parfum and eau de toilette provide lighter expressions suited to different occasions and times of day.
Available formats for each fragrance can be explored within the Fragrance collection.
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.
To extend the wear of CHANEL lipstick, begin by applying lip liner across the entire lip surface to create a smooth base. Apply lipstick, gently blot, then reapply for enhanced longevity.
Different finishes and textures are available within the Makeup collection, including satin, matte and luminous interpretations.
CHANEL makeup can be adapted for evening wear by intensifying colour, contrast and definition while maintaining balance. A luminous foundation may be paired with deeper eye shades or a bold lipstick to create structure and presence under evening light. Strategic highlighting and refined contouring can enhance dimension without overpowering the complexion.
For those seeking expert guidance, CHANEL offers makeup masterclasses at the CHANEL Fragrance and Beauty Boutique in Covent Garden, London. Hosted by CHANEL Makeup Artists, these sessions provide personalised advice and professional techniques to help create both natural and evening-ready looks.
Classes include:
- “I GO OUT LIKE THIS” – Party Ready (1.5 hours)
- “I WOKE UP LIKE THIS” – Natural Beauty (1.5 hours)
- THE CHANEL ESSENTIALS (3 hours)
Bookings can be made directly with the Covent Garden boutique, and the booking fee is redeemable against CHANEL products on the day of the class.
Skin renewal naturally slows from the mid-20s onwards. Introducing targeted CHANEL skincare products at this stage can help maintain balance and radiance.
The Skincare collection includes moisturisers, serums and lotions designed to support different skin concerns and life stages.
Selecting the right CHANEL skincare routine involves identifying your skin’s needs, lifestyle and desired results. A personalised consultation can help determine the most suitable cleansers, serums and moisturisers.
Explore the complete Skincare collection or arrange guidance through CHANEL Client Care.
CHANEL skincare products are typically applied in the following order: cleanser, lotion, serum and moisturiser. Certain targeted treatments may vary in placement depending on the formulation
Full routines and complementary products can be explored within the Skincare collection.
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.
CHANEL UK may offer Next Day Delivery on selected fragrance, makeup and skincare orders placed through the CHANEL Online Boutique, depending on availability and the time of purchase. Delivery options are displayed during checkout, where eligible next-day services can be selected.
Full details regarding delivery methods and eligibility can be found within the Delivery Information section.
CHANEL orders placed through the CHANEL Online Boutique may be delivered to an address different from the billing address. Gift services, where available, can be selected during checkout.
CHANEL UK offers Same Day Delivery for eligible fragrance and beauty orders placed through the CHANEL Online Boutique. This express service is available for selected London postcodes within Zones 1-5.
To qualify for Same Day Delivery, orders must be placed by 4.30 p.m. on weekdays. Clients may choose a half-hour delivery slot, and orders are wrapped with care before being delivered to the selected address on the same day.
CHANEL UK provides return options for eligible fragrance, makeup and skincare products purchased through the CHANEL Online Boutique. Return eligibility, timeframes and product conditions are outlined within the CHANEL Returns Policy section.
Return options for CHANEL online orders depend on the product category and purchase conditions. Some returns may require processing through the CHANEL Online Boutique rather than in-store.
Clients should consult the Returns Policy section or contact CHANEL Client Care for clarification.
CHANEL maintains consistent pricing across authorised UK points of sale to ensure a uniform client experience. Pricing reflects the quality of ingredients, formulation, research and craftsmanship behind each product.
Authentic CHANEL products are available through the CHANEL Online Boutique and authorised retailers listed within the Store Locator.
Many CHANEL fragrances are created and produced in France, reflecting the House’s long-standing heritage in perfumery. CHANEL fragrance development combines traditional craftsmanship with contemporary research and formulation expertise.
Further information about the House’s history can be explored within The House of CHANEL story.
CHANEL perfumes are defined by their heritage, structure and creative vision. Each composition reflects the identity of the House and is developed with careful attention to balance and longevity.
The Fragrance collection presents both iconic and contemporary compositions shaped by the CHANEL approach to craftsmanship.
CHANEL does not test finished fragrance, makeup or skincare products on animals except where required by law. The House supports the development of alternative testing methods and invests in scientific research to ensure product safety.
Additional information is available within the Sustainability Commitments section.
CHANEL has established sustainability commitments focused on environmental responsibility, supply chain transparency and research innovation. These initiatives support long-term stewardship while maintaining product integrity.
CHANEL was founded by Gabrielle “Coco” Chanel in 1910, when she opened her first hat boutique in Paris. What began as a millinery business quickly evolved into a couture house that transformed modern fashion.
Raised in an orphanage and shaped by independence, intuition and resilience, Gabrielle Chanel built her House on principles of freedom and simplicity. She introduced garments that liberated women from restrictive silhouettes, pioneered the use of jersey in couture, and created an aesthetic defined by contrast, restraint and modernity.
In 1921, she launched CHANEL N°5, the first perfume created by a couturier, redefining perfumery with an abstract composition and minimalist bottle design. Throughout her life, she remained instinctive, avant-garde and fiercely independent, forging the values that continue to define CHANEL today.
CHANEL N°5 was created in 1921, and remains one of the most recognised fragrances in the world. Its name reflects Gabrielle Chanel’s preference for the fifth sample presented to her by perfumer Ernest Beaux.
The fragrance marked a departure from traditional single-flower scents, introducing an abstract composition that defined modern perfumery.
Certain CHANEL fragrances reflect Gabrielle Chanel’s appreciation for numbers. N°5 refers to the fifth composition presented during its creation, while N°19 references the date of her birth, 19 August.
CHANEL played a defining role in modern perfumery through the introduction of abstract compositions such as CHANEL N°5. Rather than replicating a single flower, these fragrances combined multiple notes to create layered, structured scents that transformed the conventions of the time.
This approach established a new language in fragrance creation, balancing innovation with refinement. Alongside its iconic classics, CHANEL continues to introduce new fragrance creations and contemporary interpretations that reflect evolving olfactory styles while remaining rooted in the House’s heritage.
Both enduring icons and recent arrivals can be explored within the full Fragrance collection.
CHANEL N°5 PARFUM continues to hold a prominent place within the CHANEL fragrance portfolio. Its timeless composition and historical significance have sustained its relevance for over a century.
While fragrance preference is personal, CHANEL N°5 remains one of the House’s most recognised and enduring creations.
The CHANEL Makeup collection includes a considered range of complexion, lip and eye products designed to enhance natural features with precision and colour. The collection features foundations and concealers for a refined base, lipsticks and lip glosses in signature shades, mascaras and eyeshadows for definition, as well as blush and highlighter to shape and illuminate the complexion.
Each category reflects the House’s approach to texture, tone and modern elegance. The full CHANEL Makeup collection can be explored online, including seasonal creations and limited editions.
CHANEL makeup is formulated to be suitable for everyday wear when applied as part of a balanced routine. The collection includes natural-finish foundations, lightweight powders and subtle lip colours designed to enhance features without excess coverage.
Daily-use products can be discovered within the Face Makeup, Lip Makeup and Eye Makeup lines within the Makeup collection.
CHANEL makeup includes formulations designed to suit a variety of skin types, including dry, combination and oily skin. Hydrating foundations provide comfort and radiance, while matte finishes help refine shine.
CHANEL TRY ON is a virtual makeup tool available through the CHANEL Online Boutique that allows clients to preview selected makeup products digitally before purchase. Using a live camera or uploaded image, clients may explore different lipstick shades, foundation tones, eyeshadows and nail colours to visualise how products appear on the complexion.
The CHANEL TRY ON experience is accessible within selected categories of the Makeup collection, including Lip Makeup, Foundation, Eye Makeup and Nail Colour.
Selected CHANEL makeup products, including lipstick, foundation and nail colour, may be previewed using the CHANEL TRY ON virtual tool. This feature enables clients to compare shades and finishes digitally to support colour selection.
CHANEL offers curated fragrance and makeup gift sets throughout the year, including seasonal and limited-edition presentations. These sets may include complementary formats such as body and fragrance gift sets or coordinated makeup selections.
Current gift sets can be explored within the Makeup and Skincare gift set sections of the CHANEL Online Boutique.
CHANEL introduces gift sets aligned with seasonal occasions and celebrations, including limited-edition presentations designed for gifting. Availability varies throughout the year.
Discover the perfect gift for your loved ones through the CHANEL Gift Finder.
Certain CHANEL makeup creations, including iconic red lipsticks and complexion-enhancing foundations, are closely associated with the House’s aesthetic codes. These products reflect the CHANEL approach to understated elegance and precision.
CHANEL periodically introduces seasonal and limited-edition makeup collections inspired by contemporary interpretations of the House’s aesthetic codes. Availability may vary by location and season.
Personalised beauty consultations are available at selected CHANEL Fragrance and Beauty boutiques across the UK. During a consultation, CHANEL Beauty Advisors provide tailored guidance across fragrance, makeup and skincare, including complexion matching and product selection suited to individual preferences.
Availability and booking options may vary by location. Clients may contact their nearest boutique directly or use the Store Locator to find participating CHANEL Fragrance and Beauty boutiques.
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 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.
CHANEL accepts fragrance and beauty orders for delivery to mainland UK and Northern Ireland, excluding the Channel Islands and the Republic of Ireland.
The CHANEL Online Boutique offers the following delivery options:
- Standard Delivery within 2-4 working days (complimentary on all orders). Delivery timelines may be longer for Northern Ireland, the Scottish Highlands and other remote areas.
- Next Day Delivery for orders placed by 2.30 p.m. Monday to Thursday, delivered the following working day (£8 or complimentary for orders over £150, unless otherwise stated). Exclusions apply for certain postcodes.
- Nominated Day Delivery, allowing selection of a delivery date between Tuesday and Friday, up to 7 working days in advance (£6 unless otherwise stated). Available for mainland UK postcodes.
- Saturday Delivery for orders placed by 2.30 p.m. on Friday, delivered the following Saturday (£3.50 unless otherwise stated). Available for mainland UK postcodes.
- Click & Collect within 1-3 working days (complimentary) at selected CHANEL boutiques including Covent Garden, New Bond Street, Sloane Street and Walton Street.
For deliveries handled by DPD, clients may adjust delivery preferences via the carrier’s website or app, including selecting an alternative delivery date, updating the address or choosing a pick-up location. A one-hour delivery window, excluding holidays, is provided by email and text message.
As CHANEL cannot guarantee delivery integrity to PO Boxes or international forwarding services, claims cannot be accepted once delivery has been confirmed to these addresses.
Clients residing outside the UK are advised to consult the Store Locator to purchase from an authorised retailer in their local market.
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 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.
We accept Orders for delivery to mainland UK and Northern Ireland (excluding The Channel Islands and the Republic of Ireland) only.
CHANEL offers the following delivery options across the UK:
- Standard Delivery* within 2-4 days (complimentary for all orders). Delivery timelines may be longer for Northern Ireland, Scottish highlands and other remote areas.
- Next Day Delivery* Order by 2:30 p.m. on Monday – Thursday, 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 unless otherwise stated). Available only for mainland UK postcodes.
- Saturday Delivery* Order by 2:30 p.m. Friday to receive your delivery the following Saturday (£3.50 unless otherwise stated). Available only for mainland UK postcodes.
- Click & Collect within 1-3 working days (Complimentary from all CHANEL Boutiques: Covent Garden, 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 and application. 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).
As we are not able to guarantee a successful delivery or the integrity of the order when delivering to PO Boxes or companies offering international forwarding services, we would not accept claims for issues that have or could arise after delivery has been confirmed by our courier.
To avoid disappointment, we advise clients who are not residing in the UK to use our Store Locator and purchase from a local authorised retailer.
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.
Please firstly complete the online returns form here and pack your item(s) carefully in original or appropriate alternative packaging. If you wish to cancel your return, please contact CHANEL Client Care team at +44 (0) 203 943 5555.
DPD drop-off - see your nearest DPD drop-off location.
- If you select the printed label method, please print and attach the return label to the outside of your parcel.
- If you opt for the QR code method, simply show your QR code email to the DPD store assistant who will print your postage label.
Return in a CHANEL London boutique
- Please bring your package and the digital return slip to one of our CHANEL London boutique. For opening hours, please click here.
For hygiene and safety reasons, sealed products that have been opened are not eligible for refund, even if unused. 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. Delivery charges are non-refundable, except in the event that your order was delayed, lost or damaged in transit.
We regret that due to DPD restrictions, we are unable to offer this Online Return Service to all locations. For clients living in Northern Ireland, Northen Highlands, Isle of Man, Arran, Orkney, Argyll, Shetland and Isle of Scilly, or if you have difficulty finding a DPD drop-off location near you, please contact the CHANEL Client Care team for assistance here.
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
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
CHANEL does not offer product exchanges. 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.