Call Us: 877-311-3883
Email Us your questions
FREQUENTLY ASKED QUESTIONS
If your inquiry cannot be answered by the FAQs (frequently asked questions) provided below, please email us and we will be happy to assist you.

DOES YOUR COMPANY TEST ON ANIMALS?
The Estée Lauder Companies Inc. is committed to the elimination of animal testing. We are equally committed to consumer health and safety, and bringing to market products that comply with applicable regulations in every country in which our products are sold. We do not conduct animal testing on our products or ingredients, nor ask others to test on our behalf, except when required by law. We evaluate our finished products in clinical tests on volunteer panels. Estée Lauder fully supports the development and global acceptance of non-animal testing alternatives. To this end, the Company works extensively with the industry at large and the global scientific community to research and fund these alternatives.

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WHERE CAN I BUY ESTÉE LAUDER PRODUCTS?
Estée Lauder products are available at select locations across the US and around the world. To find an Estée Lauder Counter near you in the US or Canada, click here to visit our Store Locator.
And of course, if you are a US or Canadian resident, you can shop online right here at esteelauder.com.

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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.

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WHY HAS MY FAVORITE PRODUCT BEEN DISCONTINUED?
We apologize for discontinuing your favorite Estée Lauder product. Please keep in mind that when a product or shade is discontinued, it is not done impulsively, but by taking into account many factors. Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. Please email us with the name/shade of your favorite product that has been discontinued and we will forward the information to all appropriate executives.In the meantime, please visit our Discontinued section where we will offer discontinued shades and formulas for as long as we can stock them.

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WHERE CAN I LEARN MORE ABOUT ESTÉE LAUDER'S GONE BUT NOT FORGOTTEN PROGRAM?
For assistance with locating an Estée Lauder product that has been discontinued, please contact our Corporate Headquarters via telephone at 1-800-216-7173 between 9am and 5pm EST, Monday through Friday and ask to speak with a Gone But Not Forgotten Representative. Please note that a search may only be initiated for products within Estée Lauder's basic product line. We regret that we are unable to conduct searches for seasonal, limited edition, or promotional products. If we are able to locate the product you have requested, you may purchase up to 6 units (depending upon availability). Gone But Not Forgotten items are available for shipment to locations within the U.S. To initiate a search for a discontinued product, please call us at 1-800-216-7173 between 9am and 5pm EST, Monday through Friday.

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CAN I GET A JOB AT ESTÉE LAUDER?We are always in search of bright, energetic individuals to represent Estée Lauder. To learn more about the exciting opportunities available at the Estée Lauder Counter, please visit our Careers page:
Careers at Estée Lauder >

For employment opportunities within our corporate office, please send a cover letter and resume to:
Estée Lauder, Inc.
767 Fifth Avenue
New York, NY 10153
Attn: Human Resources
Our Human Resources Department will review submitted information. Thank you for understanding that we can only respond if there is a position available that is suited to your qualifications.

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HOW DOES ESTÉE LAUDER CONDUCT PRODUCT SAFETY TESTING?
Consumer safety has always been top priority at The Estée Lauder Companies, Inc. Therefore, our product safety testing requires collaboration of experts across several sciences, including toxicology, microbiology, environmental chemistry, manufacturing, and engineering. To ensure the safety of all products brought to market by The Estée Lauder Companies, formulations and their packaging must exceed the high Company standards for ingredient preservation and stability, product efficacy, and package compatibility.The Estée Lauder Companies, Inc. employs extensive Research and Development teams at its state-of-the-art laboratories. Primarily responsible for continuous exploration of new technologies in advanced skin care and makeup development, R&D works with suppliers and leading universities where research is conducted in dermatology, skin aging, and cellular biology.All Estée Lauder Companies products are tested for irritants and allergens using biological assays and human volunteers. We do not test our products on animals, nor do we ask others to conduct animal testing on our behalf.We are proud of the enviable safety record The Estée Lauder Companies, Inc. has sustained since our company was founded in 1946, and of our continued commitment to producing quality products that are clean, pure, and safe.

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WHAT IS ESTÉE LAUDER DOING ABOUT REACH, THE NEW EU CHEMICALS REGULATION?
Click here to learn more about REACH – for Consumer, Web Site, and Media
Responses.

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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 contact us at 877-311-3883.Some helpful tips:IF YOU USE AOL
1. Open the email message.
2. Click "Add to Address" icon.
3. The name and email address from email are pre-populated in the Add Contact
pop-up. Verify that the information in these fields is correct.
4. Click "Save.
IF YOU USE YAHOO
1. Open the email message
2. Click the "Add to Address Book" link on the far right.
3. The address will be automatically entered into your Yahoo! Address Book.
IF YOU USE HOTMAIL
1. Open the email message.
2. Click "Save Address(es)" at the top of the message header.
IF YOU USE MSN
1. Open the email message.
2. Click "Save Addresses" on the right.
3. Select the check box next to the address you want to save. You can also make changes to the contact information.
4. Click "Save."

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I AM SWITCHING INTERNET SERVICE PROVIDERS. HOW CAN I BEGIN RECEIVING SPECIAL OFFERS AT MY NEW EMAIL ADDRESS?
If you are a registered member of esteelauder.com, you can easily change any of your personal information on esteelauder.com by signing in, clicking on "My Account" and following the onscreen instructions.Click here to change your email address now.If you are not yet a registered member, we recommend that you sign up for our free email newsletter. You'll hear about free samples, free shipping and other special offers. And you'll be among the first to know about the latest launches and looks. It's free, fun and absolutely fabulous—click here to sign up today.

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DO YOU OFFER BRIDAL OR PRIVATE APPOINTMENTS?
Whether it's your wedding, a fancy office party, or a romantic anniversary dinner, we'd be happy to help make your special event a truly beautiful one.At the Estée Lauder Counter: You are always welcome to stop by for a complimentary makeover or Two-Minute Touch-up. These services are free at every Estée Lauder Counter, every day, as part of our Signature Services.For more in-depth bridal consultations and makeovers, please note that each store has its own policy, based on a variety of factors including scheduling and availability. Therefore, it is always advisable to call the Estée Lauder Counter to inquire about whether the service is available and to set up an appointment well in advance of your wedding date. This will insure that time is set aside for you and your Estée Lauder Beauty Advisor to have a one-to-one discussion about your individual makeup needs. Click here to visit our Store Locator.
At the Estée Lauder Spa: The Estée Lauder Spa has a variety of luxurious treatments and services for brides. Click here to learn more and to find an Estée Lauder Spa near you.

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CAN YOU SEND ME A CATALOG WITH ALL ESTÉE LAUDER PRODUCTS?
We're sorry, Estée Lauder does not currently produce a product catalog. However, if you would like to view the complete selection of Estée Lauder products or shop online you may do so right here.If you have questions about any of the Estée Lauder products you see, we invite you to contact an Online Beauty Advisor. Online Beauty Advisors can assist you in your product selections.

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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.

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CAN I RETURN AN ITEM PURCHASED IN A STORE TO ESTEELAUDER.COM?
We're sorry, but returns or exchanges for purchases made in an Estée Lauder retail store or partnered retail 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 Communications Department at consumercommunications-lauder@esteelauder.com for assistance.

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WHEN WILL I RECEIVE MY ORDER?
For information on a specific order you've already placed, click here for your Order Status. 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 through 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 3:00 PM ET will be processed and shipped the same day, depending on product availability. Orders placed after 3:00 PM ET 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 through 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 3:00 PM ET will be processed and shipped the same day, depending on product availability. Orders placed after 3:00 PM ET 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 through Friday, except major holidays); orders destined for P.O. Boxes are not eligible for Overnight Shipping.

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CAN I PLACE AN APO OR FPO ORDER?
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.

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DO YOU ACCEPT INTERNATIONAL ORDERS?
We're sorry, at this time we are unable to ship internationally or accept credit cards issued by international banks. We apologize for any inconvenience.

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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=scilnIn order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:
  • Internet Explorer 6.0 or higher
  • Firefox 1.0.4 or higher
  • Safari (MAC only)

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WHAT IF I DON'T FEEL COMFORTABLE PROVIDING MY INFORMATION?
You may submit your order via telephone at 877-311-3883. Our customer service representatives are available seven days a week, twenty-four hours a day.

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CAN ESTÉE LAUDER PROVIDE SAMPLES FOR MY CONFERENCE, SEMINAR, BRIDESMAIDS, OR PARTY, OR SO THAT I CAN TRY PRODUCTS BEFORE PURCHASING?
We're sorry, samples are not available for general distribution upon request. Periodically, sample offers are made to our registered members. We invite you to register with esteelauder.com today to begin enjoying all of the benefits of being a registered member. Please click here to learn more and to sign up. If you desire to "try before you buy," please know that it is our policy to accept returns or exchanges. If for any reason you are not satisfied with a product purchased at esteelauder.com, simply return the unused portion to us for exchange or refund. If you need any assistance in selecting the Estée Lauder products that are right for you, an Online Beauty Advisor will be happy to assist you with a personalized skincare or makeup recommendation. Just use the Ask a Beauty Advisor form.

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