Shipping & Returns

When will my order ship?

All items are shipped within 24 hours after the purchase is made and most of the time even sooner (working days only). All Kiehl’s deliveries are sent via Premium Courier. The deliveries are made between 9am to 7pm on weekdays and 9am to 12 noon on weekends.

How long will it take until I receive my order?

We ship via our own delivery fleet and several other premium carriers. If you order by 4 pm on a business day, you will receive it in 2-3 business days. We do not yet guarantee overnight shipping, although many areas of the country will receive their orders the next day*. 

* For Sangkhlaburi district, islands and provinces including Pattani, Yala, Naradhiwas, Mae Hong Son and Chiang Rai, delivery may take 1-2 days longer due to difficult routes. We’ll try our best to deliver the product to you as soon as possible.

How do I track my order?

When your order ships, you will receive an email with the shipping and tracking information. You can use your tracking number on our website to trace your order. You can also find your tracking number with your order details; Click the "Order Status" button under the "My Account" menu after you have logged on.

Please check with your neighbors or building manager if you have not received your product even though the tracking says that it has been delivered. If the tracking information doesn't show up or shows that the item has been returned to us, please contact us by email or phone. It is possible that we may have the wrong shipping address, the driver may have unsuccessfully attempted to deliver, or the shipping carrier may have misplaced the product.

What happens if I am not at home when my order is being delivered?

In the process of delivering the product to you, our driver will contact you on the number provided to ensure that you are at the address that you have given to us. If you are not home at the time, do inform someone else in your household to be aware of our delivery so they can sign for the product on your behalf. If we are still unable to deliver the product to you despite our best efforts, the money paid for the product will be returned to you, but not the shipping fee (For more detail please check our “refund policy”). Undeliverable orders will not be resent and you must place a new order.

Can I have my order shipped to my office?

We are happy to delivery to your office. If you would like us to do that, please fill in your office address at checkout. Your office delivery will be made from the 9am to 7pm on weekdays and 9am to 12 noon on weekends.

How much is the shipping fee?

We give immediate free shipping. However, please note that the shipping fee is subject to change without prior not.

Do you ship outside of Thailand?

Sorry, we currently do not ship outside of Thailand.

Why is my shipment delayed?

You must order by 4 p.m. for 1-2-day shipping policy to apply. We try our best to make sure that you receive your order as soon as possible, however, there are some situations beyond our control that can delay your shipment.

  • The following orders may result in delayed shipping:
  • Incorrect shipping address
  • Incorrect Mobile Phone number
  • Unable to reach you at provided contact number
  • Being absent after courier made an appointment
  • Shipping address does not match billing address
  • Payment delay or issue
  • Courier failure to deliver (e.g. severe weather conditions)

How do I return my purchase?

If you wish to return an item, please contact our customer care and request a return of the product(s) via phone 02-106-8208 or email If the conditions of the returned product aligned within our return policy, please fill in the Returns Slip you received with your shipment, enclose the invoice in the package then send it back to us in its original packaging. Please send the product back to Kiehl’ at any Thailand Post location nearby your premise under domestic registered mail service.

Our address is:
Acommerce Co.,Ltd (@JD Central Warehouse C)
333/9–12 Moo 3, Tambon Bangsaothong,
Amphur Bangsaothong,
Samutprakarn 10540

Kiehl’ will absorb the incurred shipping costs in this registered returns back to you on the refund process. We ask that you keep the receipt/slip of this shipping cost issued by the post office as an evidence. And please send your receipt/slip back to Customer Care by submitting a photo file to the email

NOTE: Return shipments are not eligible for scheduled pick-ups by Kiehl’s.

Please contact us with any questions or concerns at 02-106-8222 or send an e-mail to

How long would it take for my return to be processed?

Once we receive the item(s), we will process your request within 14 business days.

When do I receive my refund?

Once we receive your item(s) and have checked that it is in a sellable condition, a refund will be initiated immediately. Kiehl’s will refund your money through Bank Transfer. Please allow about 7 business days to receive your money back from the time we receive your return.

What are the shipping charges if I return my purchased items?

The shipping costs will vary according to your location and method of postage you choose. Please make sure to ship back to us by Thailand post by registered mail and we will fully refund for shipping fee after receive the delivery receipt.

What if my item is faulty?

Our Quality Control department tries to ensure that all products are of a high quality when they leave the warehouse. In the rare circumstance that your item has a defect, you may send it back to us with a completed Returns Slip attached within 30 days upon receiving the item(s),a new item will be sent to you.