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Online Returns & Exchanges
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original, unused condition, with proof of purchase for a full refund or exchange within 14 business days from delivery (except in the case of damaged and faulty items - see below). Please note that refunds exclude any initial delivery charge and gift wrap charge, if applicable.
Refunds and Exchanges can take up to 14 business days to be processed after we receive your return. Refunds exclude any initial delivery charge and gift wrap charge (if applicable) and will be made against the original payment method used.
We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and will returns such goods to be returned to you within 28 days of our notification.
The Return Process
STEP 1. – EMAIL US
Use the CONTACT US Form to notify us you would like to return an item. We will give you the instructions on how to return. Please note that we cannot accept returned goods that we reasonably believe have been used.
STEP 2. – RETURN THE PRODUCT
Goods must be returned to us in their original condition at our distribution centre within 14 working days of delivery. Please ensure that the returned parcel is properly sealed and that you have included within the returned parcel the original delivery note.
STEP 3. – PROCESSING THE RETURN
Refunds and exchanges will be processed within 14 business days of receipt. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery. You will receive a confirmation email notification or phone call from our Customer Service Team.
Damaged / Faulty / Incorrect Items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by filling out our Contact Us form. Please be sure to select ‘An Online Order’ and include your Order Number.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.
Returns for purchases made online will not be accepted for return or exchange at an Estee Lauder counter. Your statutory rights remain unaffected.
How long will it take to receive a credit for my returned items?
Once received, return packages are processed within twenty one (21) business days. 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.
I ordered/received the wrong product, should I return it?
If your online order is not as expected, please contact us at 0800 352 822 for assistance.
My item arrived damaged. What should I do?
If you received damaged merchandise, please retain the box, packaging and all contents and contact us as soon as possible at 0800 352 822 for assistance.
Please provide the order number along with your email address and phone number for fastest service.
This policy is only applicable for purchases made online, we are unable to process returns for purchases made within a partnered retail location. Returns for purchases made online will not be accepted for return or exchange at Estee Lauder counters or partnered retail locations.