Frequently Asked Questions

My Order

1 - How can I place an order?

Choose the products that you would like to purchase by clicking on "Add to cart" or "Buy". At this stage, you may either pursue your shopping or directly place the order. Once the products are in the shopping cart, follow the order process by clicking on the "Confirm" button.

2 - Why can I not add certain products to my shopping cart?

Certain products may be out of stock. If this is the case, please know that we are doing everything we can to restock them. In the meantime, you may purchase them via a Caudalie-approved stockist (see the store locator), or send us an email from the product sheet that interests you. You will receive a notification when the product is back in stock.

3 - How do I know if my order has been processed?

When your order and payment have been confirmed, we send you an initial confirmation message.  If your order has been processed, you will be able to view the order summary under the "My Orders and Reservations" heading of your account. If you do not receive an email, it is possible that your order has not been processed yet. To verify this, you may contact us by email.

4 - How can I track my order?

When your order is prepared and dispatched, you will receive a dispatch confirmation by email. You may track the progress of your consignment under the "My Orders and Reservations" heading of your account.

5 - How can I cancel or change my order?

Before confirming payment (at the order confirmation stage), you may modify or cancel your account by going back to the "Shopping bag". To guarantee you the fastest possible delivery, we do not enable cancellation or modification of your order once it has been finalised. However, once you have received the consignment, you may return your full or partcial order. See the section on our returns policy.

6 - Why does my coupon code not work?

Verify that your code has been entered correctly, with no asterisk before the code and no spaces. You may enter the code in lower-case or upper-case letters. If your code still does not work, please contact our Customer Relations Service.

7 - Do you offer gift wrapping?

You may add a gift box after having confirmed your shopping cart. You may opt for a complimentary gift box with a purchase of £60 or more. For orders under £60, you may purchase a gift box for £2.90. We also offer you the opportunity to personalise a gift card which is included in the gift wrapping cost. Please note that the dimensions of the gift box are 22,3cm wide, 19,3cm deep and 9.5cm high.

8 - How can I receive samples?

When you order on our site, after confirmation of your shopping cart, we offer you the choice of three sample kits.
 We remind you that these samples are available only while supplies last.

9 - Can I order by telephone?

You can order by telephone by contacting our Customer Relations Service on 0207 720 7111 from 8 am to 5 pm, Monday to Friday. Our beauty experts are available to answer your questions.

10 - How can I use a coupon code?

On the shopping bag page, enter your code in the "Enter your coupon code if you have one" box. You must click on the "Apply coupon" button to confirm the code. The offer will then be directly applied to your shopping cart. We remind you that our coupons are only valid for one use per person, while supplies last, and are not valid with other offers.