Unboxing the Experience: Chanel vs. Hermès Online Beauty Orders
- Marina 2Jour
- Sep 9
- 3 min read
While with one hand I was writing a big analysis on how Louis Vuitton presented its cosmetics collection online, with the other hand I was ordering cosmetics from Hermès and Chanel. By comparison, it feels like a real deal x
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Both orders were placed on Thursday around noon. Let’s briefly compare the experience (and highlight some interesting ideas).
Chanel
offers several delivery options: next business day, on a chosen date, or standard delivery within 2-4 business days. Free of charge.
two packaging options: a gift paper bag or a cotton pouch. Both recyclable.
you can add a card with text (or skip it).
you can add two samples from a list (or skip them).
Delivery is available either to your home address or to a Chanel boutique. Important (at least for me): after checkout, you can switch delivery from home address to a nearby pickup point.
I received my order on Friday, the next day. Inside:
a cotton pouch
a card
the two chosen samples, and my modest order.
also included in the envelope were the invoice and a return label.
In the online account you can:
view and download the invoice
track the order
worth noting: reorder the same item with just one click. I love this feature for saving time when I want to repeat shades I’ve purchased before.
Hermes
offers only one delivery option: 3-4 business days, marked “green.” The lack of choice may not appeal to every customer, but the “sustainable” note can serve as a convincing argument in its favor.
no packaging choices, there’s only the default.
worth noting: you can add a card, either with text or blank. A blank one is a nice option for when someone is buying gifts and wants to sign it by hand.
no option to add or choose samples.
delivery only to a home address. Redirection is not available, and you need to sign upon receipt.
The next day, Friday, I got a shipping notification, and on Monday the package was delivered to my home. Inside:
the order in the iconic orange paper bag
a card
a small envelope with two perfume samples
Since the order was marked as a gift, there were no other documents in the box (and to be honest, I don’t remember which documents usually come with their regular order).
In the online account you can:
track the order
download a duplicate invoice
A special note on samples. They’re a great opportunity to drive additional sales, but it’s 📌 important to close the loop and guide the client to a decision.
Hermès tries to do this by including a card with a QR code along with samples, leading to product pages. Better than nothing, but is it convenient for the customer? A sample can be put aside and forgotten for a while, the card can get lost.
What does Chanel do? With previous orders I noticed an approach I haven’t seen anywhere else — it’s simple, but probably the most effective one.
Grab the idea further:
