FAQ

FRAGRANCE & BEAUTY

You may contact CHANEL Client Care online or by calling 1800 812 838, Monday to Friday 9am-6pm (excluding Public Holidays) or visit any CHANEL boutiques in your area, so that we may assist you in your search.

You may contact CHANEL Client Care online or by calling 1800 812 838, Monday to Friday 9am-6pm (excluding Public Holidays).

Our beauty advisors are also available to assist you in all authorized CHANEL boutiques and counters.

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 CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (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 CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (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 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 CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

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 boutiques and counters 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 boutiques and counters 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 CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (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 CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

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 personalised recommendations, please contact the CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

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 personalised recommendations, please contact the CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

The CHANEL Makeup Creative Studio recommends applying foundation with your fingers, or use PINCEAU FOND DE TEINT 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 personalised recommendations, please contact the CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (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 CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (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.

Use a lip liner to outline your lips and add color before applying lipstick. This will help the color 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.

One final recommendation: we recommend using lip treatment LE LIFT ANTI-WRINKLE LIP AND CONTOUR CARE. As soon as it is applied, the comforting balm texture transforms into a matte veil for optimal application of lipstick.

CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

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 emphasise your eye makeup or lipstick, which will stand out even better when paired with a lighter foundation.

To receive personalised recommendations, please contact the CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (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 an authorized CHANEL boutique or counter. To find the retailer nearest you, please refer to our Store Locator section.

You can also subscribe to our Newsletter to receive regular e-mail updates about CHANEL Fragrance and Beauty.

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.

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!

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.

All makeup products are of course designed to be noncomedogenic on the skin. Therefore, there is no contraindication against using it every day. However, it is important to remove your makeup at night: this essential step is one of the secrets to beautiful skin.

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.

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.

Starting at age 25, cellular renewal slows down and early signs of aging set in, which are at first invisible.

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 boutique or counter to receive tailored assistance from a beauty advisor. To find the authorized CHANEL boutique or counter nearest you, please refer to our Store Locator section.

CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (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 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, please visit an authorized CHANEL boutiques and counters, and our beauty advisors will assist you in your search.

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 visit an authorized CHANEL boutique or counter, and our beauty advisors will assist you in your search.

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 an authorized CHANEL boutique or counter , and our beauty advisors will assist you in your search.

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.

You can follow CHANEL on social media:

You can buy our products from an authorized CHANEL boutique/ counter. To find an authorized CHANEL retailer nearest to you, please refer to our Store Locator section.

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

You can visit an authorized CHANEL boutique or counter where a beauty advisor can assist you and present the CHANEL products that best suit your needs. To find an authorized CHANEL retailer nearest to you, please refer to our Store Locator section.

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.

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.

Please contact CHANEL Client Care Advisor online or by calling 1800 812 838, Monday to Friday 9am-6pm (excluding Public Holidays) so that we can assist you in your search.

From the login section, click the "Create an Account" link which directs you to a 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

This subscription also gives you the option to receive news from CHANEL.

To access the My Account section, enter your user name 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 Online Boutique delivers to Malaysia addresses only. Please contact us online or at 1800 812 838, Monday to Friday 9am-6pm (excluding Public Holidays) if you have any questions.

Notably for security reasons, we do not deliver to a general delivery address, a P.O. box, a parcel locker, or a parcel pick-up service address.

Unfortunately, we are unable to allow any shipping address changes once an order is placed.

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.

If you have any further questions, please contact CHANEL Client Care Advisor for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (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
FPX Online Banking

We do not accept CHANEL Gift Cards purchased in a boutique, personal cheques or postal orders.

Unfortunately, we are unable to allow changes to credit card information once an order is placed.

If payment was done through a credit card, debit card or direct internet transfer, the amount will be debited immediately after your order has been placed.

You may unsubscribe from CHANEL marketing communication through your Account preferences.

Your invoice will be attached to the shipment confirmation e-mail that you received after placing an order through the CHANEL Online Boutique.

If you have an account, you may also access your invoice by going to My Orders By clicking the Download Invoice link, your invoice will be displayed and ready to print.

CHANEL offers the following delivery options:

Complimentary Delivery within 3-6 business days for West Malaysia, and 6-10 business days for East Malaysia for orders above MYR 250.
For orders below MYR 250, shipping fee of MYR 15 will be applied.

Every order is prepared with the utmost care and delivered in CHANEL keepsake packaging

For each order, you will receive either the CHANEL Essential packaging or the CHANEL Classic packaging, and two complimentary fragrance and beauty samples of your choice during check out. You may choose to include a personalised gift note.

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.

You will also receive a text and/or email from our carrier for all delivery methods.

Please contact CHANEL Client Care Advisor online or by calling 1800 812 838, Monday to Friday 9am-6pm (excluding Public Holidays) so that we can assist you in your search.

Regretfully, we are unable to modify or cancel your Chanel Online Boutique order once placed. We apologize for any inconvenience this may cause you.

Please contact our Client Care Advisor at 1800 812 838, Monday to Friday, 9am - 6pm (excluding Public Holidays) if there is any further enquiry.

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 provides guest purchases so you may purchase products without registering as a member. However, a Chanel account would be required to enjoy exclusive benefits offered by the Chanel Online Boutique.

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

We only accept exchange or return request(s) for damaged, faulty and/or incorrect item(s) received for order(s) placed on Chanel Online Boutique. Return of your CHANEL online boutique order needs to be done within 14 calendar days from the date of order delivery, provided products are in original packaging with packing list and original receipt.

If you wish to exchange or return your order(s), please contact our Client Care Advisor at 1800 812 838, Monday to Friday, 9am - 6pm (excluding Public Holidays) for more information on the return procedures. CHANEL Client Care will assess the issue and assist you with the return.

Products that may not be eligible for exchange or return includes lip gloss, mascara, liquid lipstick and nail polish.For hygiene and safety reasons, sealed products that have been opened are not eligible for exchange or reimbursement unless they are defective.

All exchange and return of merchandise will be subject to the final decision of CHANEL.

We do not accept returns from CHANEL Online Boutique in CHANEL Boutiques or Counters located within our retail partners.

Your rights under this Returns & Exchanges Policy are in addition to any rights or remedies you have under law, including the Malaysian Consumer Law.

Orders placed before 8am will be processed on the same business day. Orders placed after 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 refunds will be processed via the original payment method.

It may take your bank up to 14 business days to clear the funds into your account.

Please contact CHANEL Client Care Advisor for assistance online or by telephone at 1800 812 838. Operating hours are Monday to Friday 9am-6pm (excluding Public Holidays). A Client Care Representative will assess the return of any product and assist you further.

LA COLLECTION is CHANEL’s exquisite loyalty experience that rewards your affinity for our fragrances, makeup, and skincare products.

With each purchase at CHANEL Fragrance and Beauty stores or on CHANEL.com, you begin to unlock a series of collectible cards. These cards chart your path towards obtaining exclusive gifts, enriching your connection with the world of CHANEL.

Discover the allure of LA COLLECTION now by visiting the LA COLLECTION zone and accepting the terms & conditions.

We invite you to enroll into the program by visiting the LA COLLECTION zone and accepting the terms & conditions.

Please note that a valid MyAccount is required to participate in the LA COLLECTION program and begin your exclusive journey with us.

If you have any question, please contact CHANEL Client Care for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

Once you've unlocked LA COLLECTION program, you can redeem it by visiting a participating CHANEL store listed on the LA COLLECTION zone within the valid redemption period.

At the store, present the QR code in your gift redemption e-mail, and our store staff will assist you with the redemption process, ensuring you receive your exclusive gift with all the special touches of CHANEL service.

If you have any question, please contact CHANEL Client Care for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

There could be various reasons why a card may not appear as unlocked, as follows:
1. The item may be a rare exception that does not contribute to the LA COLLECTION program,
2. The purchase may have been made prior to the beginning of your journey with LA COLLECTION,
3. The purchase was not made through a valid CHANEL boutique/departmental store counter/travel retail counter/online boutique and may be beyond our ability to capture.

For further assistance, please contact CHANEL Client Care for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

Once a LA COLLECTION gift has been redeemed, it cannot be returned or exchanged.

Each gift is exclusively selected to offer you the CHANEL experience, and we ensure the highest quality and service in presenting these rewards.

For further assistance, please contact CHANEL Client Care for assistance online or at 1800 812 838, Monday to Friday, 9am-6pm (excluding Public Holidays).

You may withdraw your participation from the LA COLLECTION member zone.

Click on "Menu" and "Information, locate the "Withdraw" section, click on "Withdraw" and confirm your unsubscription by clicking "Yes, withdraw."