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 Canada and around the world. To find an Estée Lauder Counter near you in Canada, click here to visit our Store Locator.
And of course, if you are a Canadian resident, you can shop online right here at esteelauder.com.

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HOW CAN I FIND OUT ABOUT ESTÉE LAUDER GIFT TIME?
The Gift Time promotion includes trial sizes and even some full-sizes of Estée Lauder favourites. They are 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, click here and sign up for our email newsletters and you will be notified when Gift is on counter
*One gift per customer, while stocks last. If requests for this offer exceed supply, a substitution offer will be made. Estée Lauder Gift With Purchase is only available through our authorized retailers, and with in-store purchases only. Minimum purchase requirements may vary.

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WHY HAS MY FAVORITE PRODUCT BEEN DISCONTINUED?
We apologise for discontinuing your favourite 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 customer preferences and purchasing patterns throughout the country.Please email us with the name/shade of your favourite product that has been discontinued and we will forward the information to all the appropriate departments to find a recommended alternativ.

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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, except when required by law.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 CHANGING MY EMAIL ADDRESS. 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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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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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 Service
Delivery within 5-7 business days from the order's ship date for most orders. Please note that shipping to select rural or remote destinations may result in extended shipping times of up to 14 business days.

Express Service*
Delivery within 2-3 business days from the order's ship date. Express Service orders may require a signature upon delivery. Please note that shipping to select rural or remote destinations may result in extended shipping times of up to 8 business days.
Place Express Service orders by 2:00 PM ET Monday through Friday (excluding holidays) to enjoy same-day shipping.* Orders placed after 2:00PM ET on business days or on weekends/holidays will be shipped on the next business day.Please note: Orders are shipped and delivered on business days (Monday through Friday, except major holidays). If you have any questions concerning the shipment of your order, please use our Contact Us form or call us at 1-877-463-1545.*All orders are subject to authorization. Only authorized orders will be processed and shipped.

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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 St George Hosted Payment Page. The Dynamic Hosted Payments Page and your credit card information is also hosted on a secure St George server. We are devoted to provide you assurance against the growing threats of a data compromise. The transfer of data must meet the Payment Card Industry Data Security Standards (PCI-DSS), which are designed to assist protection of cardholders´ personal financial information.You can be assured that your order will be placed safely and securely.Payment Card Industry Data Security Standards (PCI DSS) St George and Estée Lauder are devoted to provide you with ample assistance to help you protect your business and your customers from the growing threats of a data compromise. All businesses that store, process or transmit cardholder data must ensure they meet the Payment Card Industry Data Security Standards (PCI-DSS), which are designed to assist protection of cardholders´ personal financial information. Without these important safeguards, your business is vulnerable to internal and/or external data compromises.In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:AOL 5.0 and higher
Internet Explorer 5.0 and higher
Mozilla Firefox
Netscape 6.0 (Windows only)
Safari

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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?
Estée Lauder does not mail out samples by request. If you are a registered user on the Estée Lauder Web site, you will receive periodic offers including samples. In addition, with every Estée Lauder online purchase, you can receive a sample of your choice at checkout. These offers are available only while stocks last, for a limited time

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CAN YOU RECOMMEND THE RIGHT PRODUCTS FOR ME TO USE?
It is important that our consumers select the products that are formulated to meet their individual needs. This is achieved through the expertise of our Beauty Advisors, who are trained to provide individual assessment of your skin type and to recommend products according to your aesthetic preferences. Without seeing you, it is impossible for us to offer this customised service which is essential to receive maximum benefit from our products. Therefore, we suggest that you make an appointment at your nearest Estée Lauder counter, with one of our Beauty Advisors for a complimentary consultation..

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I AM A STUDENT RESEARCHING ESTÉE LAUDER. COULD YOU PLEASE PROVIDE ME WITH INFORMATION?
The Estée Lauder Companies Inc. consists of Estée Lauder, Aramis, Clinique, Prescriptives, Lab Series Skincare for Men, Origins, M.A.C, Aveda, Crème de la Mer, Darphin, Tom Ford, Jo Malone, Bobbi Brown, Tommy Hilfiger, Kiton, Donna Karan, Bumble and bumble, Michael Kors, Flirt!, good skin™, grassroots™, Sean John, Missoni, Daisy Fuentes, Mustang, Coach, Ojon, and Eyes be Design™.We were a privately owned Company until November 1995 when shares of our Company first became available on the New York Stock Exchange. Our products are sold across the United States and in over 140 countries and territories globally.Our corporate offices and worldwide headquarters are located in New York City. We have several United States manufacturing facilities located in the New York, New Jersey and Pennsylvania areas, in addition to our manufacturing plants in the United Kingdom, Belgium, Switzerland and Canada.Because of the competitive nature of our business, much of our marketing, advertising, and promotional information is considered confidential and is not available to the general public.For more information, including financial statements, current corporate press releases, corporate position statements, specific brand overviews, our company chronology and our latest Annual Report, visit the Estée Lauder Companies Inc. website.Thank you for your interest in The Estée Lauder Companies. We wish you success with your project.


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