Customer Service - FAQs
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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 Communications Department at firstname.lastname@example.org for assistance.
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?
If for any reason you are not completely satisfied with your Estée Lauder Online purchase, simply return the unused portion and we will be happy to remit your account for the full amount of the purchase or exchange for another item. If you wish to return or exchange an item purchased through EstéeLauder.com, please click here for step by step directions. Please note that EstéeLauder.com Cards and eGift Cards cannot be returned or exchanged.
Orders and Purchases
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.
DO YOU ACCEPT ORDERS SHIPPING TO APO/FPO/DPO or PO OX 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 U.S. 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:
- Internet Explorer 6.0 or higher
- Firefox 1.0.4 or higher
- Safari (MAC Only)
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 seven days a week, twenty-four hours a day.
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 1-877-311-3883.Some helpful tips:
IF YOU USE AOL
- Open the email message.
- Click "Add to Address" icon.
- 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.
- Click "Save.
IF YOU USE YAHOO
- Open the email message
- Click the "Add to Address Book" link on the far right.
- The address will be automatically entered into your Yahoo! Address Book.IF YOU USE HOTMAIL
- Open the email message.
- Click "Save Address(es)" at the top of the message header.IF YOU USE MSN
- Open the email message.
- Click "Save Addresses" on the right.
- Select the check box next to the address you want to save. You can also make changes to the contact information.
- Click "Save."
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.
Where is my order?
How do I change or cancel my order?
Please contact us within 1 hour of order placement via our 24/7 toll-free number, 1-877-311-3883 and we will do our best to accommodate your request to change or cancel your order.
Why is my favorite product discontinued? Can I still purchase it?
Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We are happy to assist in finding you a new alternate favorite. Chat with Estee Lauder Beauty Advisors. For assistance in locating a discontinued product for purchase, please contact our Corporate Headquarters via telephone at 1-888-378-3359 between 9 am and 5 pm ET Monday – Friday, and a member of our Gone But Not Forgotten program will be happy to assist you.
Can't find the answer you are looking for?
Go to our email submission form, or call us toll free at 1-877-311-3883 and Contact Us directly.
DOES YOUR COMPANY TEST ON ANIMALS?
At The Estée Lauder Companies, the safety of our consumers is our highest priority. We utilize the latest advances in non-animal safety testing and human volunteer testing to deliver products of the highest safety and quality to our consumers. We do not test our products or ingredients on animals, or ask others to test on our behalf, except where required by law. We are proud that we were one of the first cosmetic companies to establish that cosmetic safety can be demonstrated by non‐animal testing methods. There are, however, still some countries that believe they need to conduct or require animal testing in order to validate the safety of cosmetic ingredients or products. Our Company and all of our brands remain dedicated to the elimination of animal testing on all cosmetic products and ingredients worldwide. We believe that animal testing should not be needed to validate safety of cosmetic products or ingredients and we are encouraging the use of alternatives and the elimination of such animal testing globally.
WHERE CAN I BUY ESTÉE LAUDER PRODUCTS?
Estée Lauder products are available at select locations across the US, Canada 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 U.S. or Canadian resident, you can shop online right here at esteelauder.com.
HOW DOES ESTÉE LAUDER CONDUCT PRODUCT SAFETY TESTING?
Consumer safety has always been a top priority at The Estee Lauder Companies Inc. We are committed to selling only safe products and work diligently to ensure that our formulations and packaging meet our exceedingly high standards and comply with applicable regulations in every country in which our products are sold. The Estée Lauder Companies is committed to ensuring the safety of our products and the well-being of our consumers. The ingredients used in our products have been tested and found to be safe when used as intended. Our strict product safety process includes review, evaluation and testing of ingredients and finished products. We continually reference peer-reviewed scientific research and evaluate our use of ingredients consistent with prevailing scientific opinion, related regulations, and our commitment to bringing our consumers high-quality, innovative products that comply with regulations everywhere in the world where we do business.
How do I find the right foundation shade and formula for me?
To find your perfect match, it is important to consider your skintone, desired coverage and finish. Our online Beauty Advisors are here to assist you with finding the perfect intensity level (depth of color), undertone (overall cast of skin when bare) and formula to achieve a flawless look. Click here to chat live with an Online Beauty Advisor for one-on-one advice. For the most custom-fit recommendation, we suggest our Photo Upload Chat which is available Monday through Friday 10am -6pm EST. If you prefer to explore on your own, visit our Foundation Finder, available 24/7.
What does your foundation code mean (example 2W2 Dawn)?
The first digit represents the shade’s Intensity Level. Estee Lauder Levels range from 1 (the lightest) to 6 (the deepest). The letter indicates the undertone. "C" represents cool/pink, "W" represents warm/yellow, and "N" is neutral (no predominant undertones). The last digit is the depth of color (for example 1 would be lighter than 2).
How do I know my foundation intensity level and undertone?
An undertone is the overall visible tone of your skin when it is bare. You are Cool if your skin has a rosy pink cast. You are Warm if your skin has a golden or olive cast. If your skin does not seem to be warm or cool, you most likely have a Neutral undertone. If you are still unsure, Click here to chat live with an Online Beauty Advisor for one-on-one advice.
How do I determine the right skincare routine for me?
Based on six key skincare concerns, Estee Lauder created customized skincare systems – a combination of repair and moisturizer products – to target each concern. These systems are called Beautiful Skincare Solutions. You can learn more about each line and find your best fit by visiting our Skincare Finder. For one-on-one guided assistance, simply Click here to chat live our online Beauty Advisors.
How do I know if Beautiful Skin Solutions or the Re-Nutriv Skincare products are right for me?
Beautiful Skin Solutions are targeted to your specific concern with high performance products, advanced science and proven results. Re-Nutriv is our luxury line of SuperCremes, which combines repair and moisturizing benefits in one formula. If you have additional questions, click here to chat live with an online Beauty Advisor for professional assistance.
Aging skin and breakouts, do you have skincare to help both?
Yes, we do! This is a concern for many and Estee Lauder has highly effective anti-aging products that are also oil-free. Advanced Time Zone Age Reversing Line/Wrinkle Crème Oil-Free Broad Spectrum SPF15 (Anti-Wrinkle Beautiful Skin Solutions) and Resilience Lift Firming/Sculpting Face and Neck Crème Oil-free Broad Spectrum SPF15 (Lifting/Firming Beautiful Skin Solutions) are just two available options. For more information, visit our Skincare Finder or click here to chat live with an online Beauty Advisor.
What happens if the product I am looking for is discontinued?
For assistance with locating a product that has been discontinued, please contact our Gone But Not Forgotten Program via email at email@example.com or telephone at 1-800-216-7173 between 9am and 5pm ET, Monday through Friday. You may also Chat Live with our online Beauty Advisors for suggestions on similar alternatives.
I use moisturizer, do I need a serum?
Yes, we suggest using a serum day and night before applying your moisturizer. Serums are highly concentrated, provide immediate and long term results as well as boost and support the natural functions in the skin. Moisturizers help rebuild skin’s protective barrier and feature anti-aging technologies to target specific concerns. Click here to learn more.
Can I layer an eye crème over Advanced Night Repair Eye Serum?
Yes, you may layer your favorite Estee Lauder eye crème over Advanced Night Repair Eye Serum for advanced repair benefits, both day and night.
I’m looking for a specific makeup look. How do I learn more about shades and techniques that will work for me?
Try chatting live with our online Beauty Advisors! They learn from the best; our very own Tom Pecheux - Creative Makeup Director, world-renowned makeup artists, as well as favorite of top photographers, editors and designers. Chat with our Online Beauty Advisors via Live Chat for a fully customized look and upload your photo for customized tips and tricks. Another option is our How-To Video collection for specific techniques such as the Simple Smokey Eye. Learn how to apply a full face in just 3 Minutes.
How do I buy a fragrance online? What if I order a fragrance and do not like it?
A fragrance choice is a personal one and that’s why we have experts on hand to assist. You may Chat Live with our online Beauty Advisors to learn more about the notes and experiential nature of each fragrance.
Do your moisturizers have SPF?
Do you offer Gift With Purchase and special offers online?
Yes, we do! If you do not see information regarding a promotion on our site, visit the Special Offers page on our site at esteelauder.com or CONTACT US via email, phone or chat for assistance. We also welcome you to visit our Store Locator for local Estee Lauder contact information, to inquire about promotions in your area.
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?
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 ET, 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.
Weddings and Events
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.
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, chat with and Online Beauty Advisor will be happy to assist you with a personalized skincare or makeup recommendation. .
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, visit Estée Lauder Companies careers.