Customer Service – FAQs
NEED TO MAKE A RETURN? WE’VE MADE IT FAST AND EASY!Click the button below to start your return.
You’ll be able to generate a QR code or prepaid shipping label and track your return all in one place.
Returns
CAN I RETURN AN ITEM PURCHASED IN A STORE TO ESTEELAUDER.COM?
Returns or exchanges for purchases made in an Estée Lauder retail store or department store counter location may not be returned to esteelauder.com. If the item you wish to return was not purchased through esteelauder.com, we recommend returning to the place of purchase for resolution.In the event you are unable to return to the place of purchase, please contact our Consumer
CAN I RETURN AN ONLINE PURCHASE TO A DEPARTMENT STORE?
Returns or exchanges for purchases made online may not be accepted for return or exchange at an Estée Lauder Counter. At esteelauder.com, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your esteelauder.com purchase, we will be happy to exchange the item or issue a refund upon its return.To view our return and exchange policy visit our Online Customer Service Center.
CAN I RETURN OR EXCHANGE AN ITEM?
Your satisfaction is important! If you are not happy with a product purchased on EsteeLauder.com, we offer free returns on eligible items. Please note: eGift cards, gift cards, promotional items, final sale items or Estee Lauder products purchased somewhere other than EsteeLauder.com are not eligible for return online.
To start the return/exchange process, click here. Returns will be processed within 3 business days of receipt at our warehouse, and you will receive a credit confirmation with your refund amount once your return has been fully processed. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact the issuing bank for details.
Orders and Purchases
WHEN WILL I RECEIVE MY ORDER?
For information on a specific order you’ve already placed, click here. Otherwise, read below for general details:Standard Shipping
Orders shipped via Standard Shipping are delivered within 5-7 business days from the order’s ship date. Most Standard orders are processed and shipped within 1-2 business days, depending on product availability. Orders destined for P.O. Boxes will be delivered within 6-14 business days of the order’s ship date. Please note: orders are shipped and delivered on business days only (Monday-Friday, except major holidays).2nd Day Shipping
Orders shipped via 2nd Day Shipping are delivered within 2-3 business days from the order’s ship date. 2nd Day orders placed by 3PM EST will be processed and shipped the same day, depending on product availability. Orders placed after 3PM EST will be processed and shipped the next business day, depending on product availability. Please note: orders are shipped and delivered on business days only (Monday-Friday, except major holidays); orders destined for P.O. Boxes are not eligible for 2nd Day Shipping.Overnight Shipping
Orders shipped via Overnight Shipping are delivered within 1 business day from the order’s ship date. Overnight orders placed by 3PM EST will be processed and shipped the same day, depending on product availability. Orders placed after 3PM EST will be processed and shipped the next business day, depending on product availability. Please note: orders are shipped and delivered on business days only (Monday-Friday, except major holidays); orders destined for P.O. Boxes are not eligible for Overnight Shipping.
WHEN WILL I RECEIVE MY ORDER?
DO YOU ACCEPT ORDERS SHIPPING TO APO/FPO/DPO or PO BOX ADDRESSES?
Most items may be shipped to a P.O. Box or Military APO/FPO addresses, but some restrictions apply. Orders being sent to P.O. Boxes or Military APO/FPO addresses must be shipped via the United States Postal Service and cannot be shipped via 2nd Day or Overnight Priority service.
DO YOU ACCEPT INTERNATIONAL ORDERS?
We currently accept orders for delivery within the US and Canada only. We apologize for any inconvenience.
IS IT SAFE TO USE MY CREDIT CARD?
At esteelauder.com, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software go to: http://www.netscape.com/security/techbriefs/ssl.html?cp=sciln. In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:
WHAT IF I DON’T FEEL COMFORTABLE PROVIDING MY INFORMATION?
You may submit your order via telephone at 1-877-311-3883. Our Online Service Experts are available.
MY INTERNET SERVICE PROVIDER FILTERS UNWANTED EMAIL AND SPAM. COULD THESE FILTERS BLOCK EMAIL THAT I WISH TO RECEIVE?
Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email. Many email programs allow you to designate messages from esteelauder.com as legitimate email, ensuring that all future correspondence regarding your esteelauder.com order will be accepted. If you have further questions, please Message Us. Some helpful tips:
Our Programs
HOW CAN I FIND OUT ABOUT ESTÉE LAUDER FREE GIFTS/GIFT TIME?
Everyone loves an Estée Lauder gift! These precious collections often include sample sizes and even full-sizes of Estée Lauder favorites. They’re a great way to try new products or enjoy travel sizes. And it’s all yours free when you make an Estée Lauder purchase. *To find out about upcoming Estée Lauder Gift promotions in your area, click here to visit our Store Locator.
To hear about exclusive gifts online at esteelauder.com, click here and sign up for our email newsletters. *Minimum purchase price varies and is exclusive of taxes and other charges. One gift to a customer, please, per event. Offer good while supplies last. Quantities limited.
WHERE CAN I LEARN MORE ABOUT ESTÉE LAUDER’S GONE BUT NOT FORGOTTEN PROGRAM?
Discover our Gone But Not Forgotten Program
Some favorites are simply too good to leave behind!
Searching for your signature scent? Reluctant to part with that perfect shade of foundation? The cosmetics industry continuously discontinues products in order to bring consumers the newest trends and innovations. The Estée Lauder Companies Inc. understands that having a beloved product discontinued can be frustrating, and searching for a replacement can be daunting and time consuming. Our Gone But Not Forgotten program brings you beloved beauty icons from our vault. These are discontinued favorites that are rarely found elsewhere. Explore the limited selection and rediscover the products you have missed.
How to shop the GBNF vault:
• Enter access code GBNF and your email when prompted
• Create an account to browse our collection of available discontinued products.
• Add your favorites to your bag and check out as usual
• Be sure to regularly visit to see what has been added to the site
Availability is limited, get it before it’s gone!
What is the Estée E-List loyalty program?
The Estée E-List is your front row seat to the best in beauty. Hollywood may have its A-list, but when it comes to beauty, there’s only one list you want to be on: the Estée E-List. Receive instant access to e-xclusives and e-rresistibles. Accumulate points, unlock rewards and enjoy more e-mazing treats and experiences. And this is only the beginning….
Who is eligible to join the Estée E-List?
The Estée E-List loyalty program is available to individuals who are legal residents of the United States (including its territories and possessions) and at least 18 years of age or older and who provide and maintain a valid email address. Employees of The Estée Lauder Companies and individuals employed by our business partners or vendors are eligible for membership for personal use only, but may be excluded from certain program benefits.
How does the Estée E-List work?
The Estée E-List is a loyalty program that rewards customers for purchasing Estée Lauder products and participating in certain brand experiences. It is a tier-based program determined by the number of points a member has earned within a single year on eligible purchases and through qualifying activities, beginning on the date when you enroll. There are 3 tiers with associated benefits:
| Level 1, Be Excited | 0 – 249 points |
| Level 2, Be Enthusiastic | 250 – 649 points |
| Level 3, Be Envied | 650 + points |
When you join, you’ll automatically be placed in Level 1, Be Excited and be eligible for all the benefits Level 1 members receive. Once you earn at least 250 points in your first year, you’ll be automatically moved up to Level 2, Be Enthusiastic. If you earn 650 points or more in your first year, you’ll qualify for Level 3, Be Envied.
Your status in a particular tier is good for the year in which you qualify for that tier and the following full year. After that, you’ll need to earn enough points to qualify for that tier each year. For example, if you qualify for Level 2, Be Enthusiastic, during your first year, you’ll maintain Be Enthusiastic status during your second year. But, if you earn less than 250 points on eligible purchases during your second year, you’ll drop back down to Level 1, Be Excited status on your second anniversary date.
The higher the tier, the better the benefits.