FAQs

How can I contact customer services?

Click on 'Contact Us' at the bottom of the page.

By phone: For questions regarding a product purchased in store or any product enquiries, please contact Clarisonic Consumer Affairs: 0800 7833 975

For queries related to orders on Clarisonic.co.uk, please contact 0800 028 6874. If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”).  You may do this using the electronic complaint form found at: http://ec.europa.eu/odr

We are available Monday through Friday from 8am to 6pm.

Please note: Our phone lines will be closed from 3rd July 11am and will re-open at 8am on Monday 6th July.

By mail: at the following address:

Customer Care Team
L’Oreal
Sentinel Drive
Sherwood Business Park
Nottingham
NG15 0DF

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How can I monitor my order?

Your order will be despatched by UPS. When your order and payment are validated, Clarisonic sends an initial e-mail to confirm your order.
Then, once your order has been prepared and despatched, you will also receive an order despatch confirmation by e-mail. In this second e-mail, you will find a parcel number.
By clicking on the link to the UPS website in this e-mail, and entering the parcel number, you will be able to track your parcel.
Here is a list of the different delivery status:
- Parcel being prepared
- Parcel despatched - Delivery pending
- Parcel awaiting delivery - Addressee informed - Contact carrier
- Parcel awaiting delivery - Contact Clarisonic customer services
- Parcel awaiting delivery - Contact carrier
- Parcel delivered

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What types of delivery are offered?

Orders are prepared by the logistics centre located in Nottingham, UK, then dispatched by the carrier nominated by L’Oréal (DPD). The estimated delivery date will be included in the Dispatch Confirmation sent to you. The estimated delivery times set out in the table below are from the date on which you place your order. Please note that the delivery time quoted is an estimate only.

Christmas Delivery
Express Delivery - Order before 10am 19th December for guaranteed Christmas delivery
Orders made between 23rd - 5th Jan are subject to increased delivery times of 5-7 days (excluding Bank Holidays)

Estimated Delivery
Delivery Option*** Estimated Delivery Time
Standard Delivery 3-5 working days*
Next Day Delivery Next working day*†
Saturday Delivery Saturday after you place your order**†

* If order is placed before 12pm on a working day. If order is placed after 12pm or on any non-working day then estimated delivery will be on the second working day. ** If order is placed before 12pm on Friday and that Friday is a working day. If order is placed after this time then estimated delivery will be on the second Saturday.
*** Delivery costs will be displayed on the checkout page of the Website.

† Please note that for delivery to Northern Ireland, Scottish Highlands, islands, Aberdeen and other rural areas an extra working day needs to be taken into account of for these delivery options. For these areas, delivery by the “Next Day Delivery” option will be on the second working day, and for delivery by the “Saturday Delivery” option orders must be placed by 12pm on Thursday (which must be a working day).

You can send your order to another recipient. On the page "order summary and check out", tick "new shipping address" and fill in the fields reserved for the desired delivery address.

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What methods of payment are offered?

Clarisonic allows you to pay for your order using secure payment methods.
- online payment by credit/debit card: You can pay for your order using the following cards: Visa, MasterCard: Your card details are encrypted (3 D Secure method), Maestro and American Express.

The information regarding the Payments made on www.clarisonic.co.uk are never known or stored by Clarisonic, they are transferred using a secure method to our payment partner, Cybersource Internet Payment banking group.

The time between the validation of your order on www.clarisonic.co.uk and your account being debited is immediate for Maestro, and 7 days for payments by Visa, MasterCard or American Express.
For all additional information concerning payment, please contact Clarisonic customer services by e-mail: service@clarisonic.co.uk or by telephone 0800-028 6874 (Monday through Friday from 8:00am until 6:00pm).

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How do I use a promotional code?

If you have a Clarisonic promotional code, you can let us know below the basket before confirming your order in the input field "Promotional Code".

Once the code is entered, the offer will be directly applied to the amount of your shopping bag.
You will see the title of your code in grey in the text box provided for that purpose.

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What is the maximum quantity and amount that I can order?

The maximum amount of your order cannot exceed £ 600.00. Moreover, the number of identical articles is limited to 3 for the same order and over a one-month period.
Delivery and payment security oblige Clarisonic to apply these limits.

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What is the procedure for returns?

Parcels must be returned by post, with the returns note, to the following address:

Internet Returns
L’Oreal
Sentinel Drive
Sherwood Business Park
Nottingham
NG15 0DF

You can return the products ordered on Clarisonic.co.uk from the day you receive your dispatch confirmation email until expiry of 14 days after the day on which you receive the goods. Your right of cancellation does not apply in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery.

If the product(s) received do not comply with your order or if the content of the parcel has been damaged, then return such product(s) in their original form and packaging, complete and accompanied by the returns note. With the exception of non-compliant Products, the cost of returning Product(s) shall be paid by the Purchaser.

It is impossible to exchange or obtain reimbursement for products ordered from this website at a store.

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Why create an account?

To enable us to process your order, we need some information about you: shipping addresses, billing address, e-mail address, etc.

The creation of this account will also allow you to benefit fully from services offered by Clarisonic: parcel tracking, creating a list of your own personal favourite products, viewing past orders, etc.

To receive any news from Clarisonic, you must tick the box when registering saying that you wish to be contacted by email with future Clarisonic product news and offers.

All your account information at Clarisonic will only be used as part of your relationship with Clarisonic.

This information can be changed by you at any time by managing your account online.

It can also be completely removed from our database upon request.

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How do I unsubscribe from the newsletter?

You can unsubscribe from the Clarisonic newsletter with a single click on the link at the bottom of page in the last newsletter you received.
You can also send an email to customer service by writing in the subject line the word "unsubscribe".

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How do I find my username / password?

If you forget your password, go to the "Sign in" and click on "Forgotten password?"
Your password will be sent to your e-mail.

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How can I keep up to date with Clarisonic news?

To receive the Clarisonic newsletter , simply click on the link at the bottom of the Newsletter site. Then fill in the fields "Email" and click "OK" '.

You can also do so whilst creating your own account and check "yes" to the question "Would you like to sign up for our newsletter and be notified of our exclusive offers?".
Click "OK" so that your choice is registered.

On the website, you can find all sorts of information about the brand, our products and exclusive offers.

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What is the Clarisonic 90 money back guarantee?

We offer a 90-day, money back guarantee on our sonic cleansing systems and our sonic Infusion systems. If you purchased your Clarisonic from clarisonic.co.uk and you are dissatisfied for any reason, please call Customer Care at 0800 028 6874 to make arrangements for the return.

Clarisonic believes very strongly in product quality. Every Clarisonic unit is subjected to rigorous inspection and test procedures to ensure it meets our specifications. Defective product is extremely rare. We do however examine returned products to help us identify product and/or process improvements.

Full terms & conditions for our 90 day money back guarantee can be found here

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How long is the Clarisonic product warranty?

Our cleansing and infusion systems come with a warranty covering any manufacturer defect related problems resulting from everyday use of the product. The warranty does not cover damage resulting from use with a voltage converter. Voltage converters or plug adapters do not guarantee voltage compatibility. Following are the warranty terms for each Clarisonic model:

• Clarisonic Mia: 1 year
• Clarisonic Mia 2: 2 years
• Clarisonic Aria: 2 years
• Clarisonic PLUS: 2 years
• Clarisonic SMART: 2 years

If you have any questions or concerns, please contact Clarisonic Customer Care at 0800 028 6874. For easy troubleshooting, be sure to have your Clarisonic unit in hand when calling.

Full terms & conditions for our product warranty can be found here

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How should I recycle my Clarisonic?

Helping to recycle your electrical equipment

Why are we involved?

Recycling facilities are now available for all customers at which you can deposit your old electrical products. This is a requirement under UK and European legislation (The Waste Electrical and Electronic Equipment – or WEEE – Directive). The aim of the legislation is to;
• Make good use of the materials that make up old electrical equipment by recycling rather than disposing in landfill.
• Prevent the negative environmental effects of sending often hazardous electrical equipment to landfill.

Clarisonic have chosen to join the ‘Distributor Take Back Scheme’. Through this scheme, we have paid toward the provision of improved of recycling facilities for our customers.

How does this work in practice?
Customers will be able to take any old electrical equipment to participating civic amenity sites (often known as ‘household waste recycling centres’) run by their local councils. Please remember that this equipment will be further handled during the recycling process, so please be considerate when depositing your equipment. Funding collected through the Distributor Take Back Scheme has been distributed between all Local Authorities in the UK to ensure the provision of improved recycling facilities. Producers of these products will then ensure that deposited items are taken away and recycled.

Where to dispose of electrical equipment?
Old electrical waste should not be disposed of with your household waste.

You can locate your closest participating collection site at www.recycle-more.co.uk
(please remember to have your postcode to hand).

Other information
UK households dispose of over 1.2 million tonnes of electrical and electronic waste every year. This is the equivalent of 150,000 double decker buses and would be enough to fill the new Wembley Stadium 6 times over.

Much of the UK’s electronic waste ends up in landfill sites, where toxins can put communities at risk. Failure to segregate any type of recyclable material in the home will usually result in items being disposed of in a landfill site (buried in the ground in the UK) or being incinerated.

To remind you to recycle, all new electrical products are marked with a crossed out wheeled bin symbol.

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