Warehouse Sale 2020

Frequently asked questions


I do not have an access code, how can I get one ?
This event is on invitation only. Invitations have been sent to our employees, their families and business partners and 500 guests, selected randomly, who registered on invitation.clarins.ca. The 500 lucky winners were notified via email on October 30th from VIP.canada@clarins.com. If you did not receive one, we encourage you to go to clarins.ca and take advantage of our promotions during the year. If you are an employee, a family member or a business partner and you have not received your invitation, please contact the employee directly. To win an invitation to our next warehouse sale in June 2021, please register on https://invitation.clarins.ca/. We hope to be open to the public again very soon.

I only received a part of my odrer, why?
If you have placed an order on our temporary site, you will receive a confirmation email when your package is shipped. Depending on the availability of products, some orders may be shipped in two different packages and delivered a few days apart.

My access code does not work, what should I do?
Make sure you have included all numbers and special characters in the field or that there is no space before and after the access code. Your code is valid only during the date and times mentioned on your invitation.

What are the Shipping & Handling costs?
We will pick and assemble your order with all the necessary safety measures for our employees and for our clients. We will charge $10 service fee for Shipping and Handling. This fee will be waved for any customer ordering above $250.

What are the payment options?
We accept Visa, MasterCard, American Express, Paypal and Gpay

How long would it take to get my order?
Orders are processed within 1 to 5 business days after the transaction. Orders are shipped via Canada Post and typically take between 1 and 10 business days after the package has been shipped according to your location or holiday calendar. Based on recent context, delays could occur. We will provide Canada Post tracking info with every shipping confirmation.

Do you deliver to foreign countries or other provinces?
Warehouse sale orders can only be shipped within Quebec province.

I am already a Clarins customer online or in store. Can I collect loyalty points during this sale ?
As the Warehouse sale is already a promotional event, you cannot collect loyalty points or stamps.

How many am I allowed to order of each product?
You are allowed two units per product ordered.

Can I get some free samples?
We appreciate your interest in our products. Unfortunately, we do not offer samples during our warehouse sale.

I don't find the product I am looking for.
During our warehouse sale not all products are available and the selection may vary from one sale to another.

At checkout, products in my basket are not available anymore.
As many customers are shopping on the site at the same time, products availabilty will be confirmed at checkout only.

I am having issues placing my order, what should I do?
If you need assistance with placing your order, please to contact us using the chat box on the website.

I have not received the confirmation email for my order, is something wrong?
If you have not received your email confirmation, please contact us using the chat box

I already completed my transaction but I would like to add a product, what should I do ?
As specified on our terms & conditions, you are only allowed to one transaction with your access code.

Can I exchange / return my order or a product?
All sales are final. No refund nor exchange.

How can I contact customer care?
During this Warehouse sale, the consumer care inquiries will only be treated through the chat box on the website. It can take up to 15 to 20 minutes depending on the volume of requests for a Clarins employee to answer you.