Customer Service - FAQs
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Last updated November 11, 2017
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 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 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.
What should I expect if I purchase a “Pre-Order” item?
Pre-Order is the ability to reserve a product prior to the date on which it becomes available for immediate purchase on www.esteelauder.com. When you purchase a Pre-Order item, we will provide an estimated ship date for that item on your order confirmation email; this date is also visible in the Order History section of your account. Pre-Order items may ship separately from other items in your order, and you will receive a shipping confirmation email when the shipment occurs. If we are unable to ship your product by the estimated ship date, we will provide you with notice and you will have an option to cancel
When will I be charged for a Pre-Order purchase?
Estée Lauder does not charge your credit or debit card until your item(s) has shipped. However, prior to shipment, your debit or credit card statement may show an “authorization hold,” which may look similar to a deduction from your account. These funds have not been deducted but are instead being reserved within your account to ensure that your order can be processed. The authorization hold will typically last from three to seven days, depending on the policy of your bank or card issuer.
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 with 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, chat live with an online Beauty Advisor.
What happens if the product I am looking for is discontinued?
Let us help you find your favorite product! To learn more about how our Gone But Not Forgotten team might help you locate your product, please visit us at https://www.elcompanies.com/news-and-media/contact-us/gone-but-not-forgotten. 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.
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.
Estée E-List Loyalty Program
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….
How do I join the Estée E-List? Does it cost anything?
You can join the Estée E-List loyalty program by signing up at esteelauder.com/elist and follow the prompts to register. In order to sign up, you must provide your email address. To enjoy the full benefits of the program, you will also need an account. If you do not have an account, you can create one by providing your name and creating a password. There is no cost to join.
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.
What am I agreeing to by joining the Estée E-List?
What terms govern the Estée E-List?
Please refer to the Estée E-List Loyalty Program: Terms & Conditions of Participation for the full list of program terms.
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 activites, 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.
What benefits do members receive?
As a member, you earn points that determine your points benefits plus tier levels and benefits.
Points Benefits: At different point levels you will be offered rewards that can be used in conjunction with a purchase on esteelauder.com. These rewards are based on the number of points you have accumulated in a single year as listed below and are valid for one time redemption per year. You must redeem your unlocked rewards prior to your anniversary date, or the available rewards will expire. On your anniversary date, your points reset to 0 and you start accumulating new points and unlocking new rewards. You may only redeem one points benefit reward per order. Points benefits cannot be combined with other site-wide promotional offers (e.g., other discounts, free sample offers, free product offers, etc.).
• 15% Off An Online Order* (valid when you enroll in the E-List and each year, beginning on your anniversary date)
• 20% Off An Online Order* (valid at 250 points and above)
• Free Full-Size Product with purchase (valid at 450 points and above)
• Free Full-Size Product with purchase (valid at 650 points and above)
*Not valid for purcahse of Gift Cards, eGift Cards, sales tax, and other excluded charges and/or products as specified by us from time to time, including, but not limited to, certain discounted products and reduced price promotional sets.
Tier Benefits: Certain benefits are based on tier level achieved and you are eligible for these benefits while you are in that tier regardless of the number of points you currently have. Tier benefits can only be redeemed on esteelauder.com with the exception of exclusive in-store member events and VIP events or as otherwise noted. On your anniversary date, even though your points reset to zero, your initial tier status for the year is determined by the number of points earned in the prior year.
Level 1, Be Excited: 0–249 points
- Birthday Gift (with purchase)
- Free Samples with Every Purchase
- Free Standard Shipping and Free Returns
- Early Access to Events and Products
Level 2, Be Enthusiastic: 250–649 points
- All Level 1 benefits
- Complimentary engraving on select products
- Product Previews
- Online Events
- In-Store Member Events
Level 3, Be Envied 650 points and above
- All Level 1 and 2 benefits
- Free 2-Day Shipping with any $75 of more purchase
- Your Personal Beauty Advisor
- VIP Member Events
How do I earn points?
To earn points, you must be enrolled in the Estée E-List within 30 days of the date of purchase. Estée E-List members receive 1 point for every $1 spent on eligible purchases on esteelauder.com* and 1 point for every $1 spent (excluding sales tax) on Estée Lauder products purchased in store or online at the qualifying retailers listed below. Eligible purchases include regular priced merchandise and exclude eGift Cards, sales tax, state fees, discounts, shipping and delivery charges, and/or other excluded charges specified by us from time-to-time.
Members will not receive points or benefits from retail purchases made at airport store locations or from purchases made at non-qualifying retailers. For a list of qualifying retailers, see below. Purchases made outside of the United States are also not eligible for the Estée E-List.
In addition to these purchases, here are more ways to earn points at esteelauder.com:
- Earn points once a month for chatting with an online Beauty Advisor for product advice and/or beauty tips.
- Earn points for completing the Foundation Finder (one time only).
- Earn points for writing product reviews that get published (don’t forget to check that you are an Estée E-List member) (maximum ten times per year).
- Earn bonus points for orders fulfilled through Auto Replenishment.
- Earn points for sharing your favorite products on Facebook, Twitter and Pinterest from the share buttons on esteelauder.com (maximum once a month per platform). Please disclose you are a loyalty member and may receive points for sharing.
- Earn bonus points for purchases made on esteelauder.com during exclusive Double Points events.
- Earn points for referring a friend to the Estée E-List and earn bonus points when that friend makes his or her first eligible purchase on esteelauder.com as a member (maximum five friends per anniversary year).
The number of points, if any, awarded for each action above is determined by Estée Lauder in its sole but reasonable discretion and in all cases subject to a maximum number of points earned for each action per year. Members must be logged-in to their Estée E-List account in order to earn points.
* All points are pending until your order ships, at which time they are fully matured.
How do I add points from purchases made at qualifying retailers to my Estée E-List account?
Purchases made at qualifying retailers (both in-store and online) are only eligible for Estée E-List points, if you submit your receipt within 30 days from the date of purchase. After that, they become ineligible.
In order to receive your points, you must submit your receipt within 30 days of the date of purchase by one of three ways:
- Upload a clear photo of the entire receipt on esteelauder.com
- Email a clear photo of the entire receipt or forward the online receipt to email@example.com
- Text a clear photo of the entire receipt to 76477 with key word ELIST.*
When submitting a receipt, you must provide the email address associated with your Estée E-List account in order to receive points.
*By texting ELIST to 76477 you consent to receive up to 10 automated text messages to the number you provided. Your consent to the above is not required to make a purchase. Message & Data Rates May Apply. Txt HELP for help, STOP to Stop.
LIST OF QUALIFYING STORES IN THE UNITED STATES
|Macy's||Dillard’s||Army & Air Force Exchange Service Stores|
|Nordstrom||Bon Ton||My Navy Exchange|
|Sephora||Von Maur||Blue Mercury|
|Neiman Marcus||Cosmetic World||Net-a-Porter (Aerin Beauty only)|
|Bergdorf Goodman||Saks Fifth Avenue||Lord & Taylor|
Why have my points disappeared?
Points are valid for one year from your Estée E-List anniversary date. On your anniversary date each year, your points reset to zero and you start accumulating new points benefits and unlocking new rewards, starting with 15% off an online purchase.
On your anniversary date, even though your points reset to zero, your tier status is determined by the number of points accumulated in the prior year.
What is my Estée E-List anniversary date, and where can I find it?
This is the anniversary of your enrollment in the Estée E-List loyalty program, and occurs on a 12-month cycle. For example, if you joined the Estée E-List on November 15, 2015, your anniversary date would be November 15, 2016, and every year November 15 of each year following.
Your anniversary date is shown in your Estée E-List loyalty account page.
Why is my current tier status not reflected by my current points?
In year one of your Estée E-List membership, your tier status is determined by the points you accumulate during that first year. After year one on your anniversary date, your points reset to zero, and you can start earning points benefits again. While your points reset after year one, your initial tier status for the year is determined by your points accumulated each prior year of membership, and you are eligible for those tier benefits regardless of the number of points you have.
How do I check my account status and track my points and level online?
You can check your Estée E-List account status by visiting your account online at esteelauder.com where you can track your current points, level and available benefits. All points are pending until your order ships, at which time they are fully matured.
How long does it take for my purchases to accrue points to my account?
It may take up to 24-48 hours from the time your order ships, or from the time your store receipt is validated for points for eligible purchases to post to your account. It may also take up to 7 days for points for other Estée E-List activities to post to your account.
What happens to my Estée E-List benefits and/or points if I return a product or if an order is cancelled?
Any product that is returned or any order that is cancelled will reverse the points you received from that purchase. Your level (Be Excited, Be Enthusiastic or Be Envied) will remain the same.
If it is found that an order is obtained through fraudulent or other activity that violates the Estée E-List Terms & Conditions, those points and your tier status will also be reversed.
How do I get my benefits?
Your Estée E-List offers and rewards can be redeemed on esteelauder.com at checkout with your purchase. You will find your eligible offers and rewards (with offer codes if applicable) listed in your personal account. Details on event rewards will be provided for each event when the time comes.
Rewards can only be redeemed when making a purchase on esteelauder.com except for special online events, in-store member events, VIP member events and your personal beauty advisor (as applicable). You must be logged in to your Estée E-List account to use your benefits.
How do I receive my Birthday Gift?
During the month of your birthday, you can redeem your Birthday Gift on esteelauder.com with a purchase and by providing your offer code, which will be visible within your account profile if you have provided your birth date. You must be logged into your Estée E-List account to redeem your birthday gift. You must redeem your Birthday Gift by the last date of your birth month, otherwise the offer will expire. There is a limit of one Birthday Gift per member per year, and Birthday Gifts cannot be transferred, delayed, exchanged or returned. Birthday Gifts cannot be combined with any E-List points benefits discount offers or free product rewards or with any other site-wide promotional offers (e.g., other discounts, free sample offers, free products offers, etc.)
How do I get my Free Full-Size products?
- At 450 points, you are eligible for a Free Full-Size product with a purchase on esteelauder.com. You can unlock this reward by logging into your E-List account online. To receive it, choose one of the eligible products on your Estée E-List account page and add it to your bag. If not used before your anniversary date, this offer will expire.
- At 650 points, you are eligible for a Free Full-Size product with a purchase on esteelauder.com. You can unlock this reward by logging into your E-List account online. To receive it, choose one of the eligible products on your Estée E-List account page and add it to your bag. This offer is only available when you have 650 or more points and must be redeemed before your anniversary date, at which time your points reset to zero and the offer expires.
How do I receive free shipping on esteelauder.com?
- Standard Shipping on esteelauder.com is complimentary for all Estée E-List members. You must select “Standard” shipping at checkout and be logged into your Estée E-List account.
- 2-Day Shipping on esteelauder.com is complimentary for Estée E-List members in Level 3, Be Envied with any $75 or more purchase. You must select “Second Day” shipping at checkout and be logged into your Estée E-List account.
What are Early Access and Preview benefits?
From time to time, Estée E-List members will be offered early access to shop select products before they are offered for sale to the general public. Qualifying members, who have opted in to receiving E-List marketing emails, will receive email invitations when these offers are made available. Members must login to their accounts to redeem this benefit. These offers are available for a limited time and while supplies last.
How do I access my personal beauty advisor?
Once you reach Level 3 – Be Envied, you will receive an email with instructions on how to contact your Personal Beauty Advisor. If you have opted out of receiving E-List loyalty account emails, once you have reached Level 3, you can contact Customer Service for instructions on how to contact your Personal Beauty Advisor.
What is refer a friend?
If you receive an email from a friend inviting you to join the Estée E-List, your first name and whether or not you have joined the Estée E-List will be visible to the friend who referred you in his or her online account, in order to track referrals.
Can I return a product that I received as a free reward from the Estée E-List or exchange it for money?
No. Products received as a reward (e.g., birthday gifts, free full-size products, etc.) cannot be returned or exchanged for money or any other products or points.
Do my points and points benefits expire?
Yes. Points expire on your anniversary date, at which time they reset to zero.
Points benefits are available based on the number of points you have accumulated. They are valid for one time use on esteelauder.com, and they expire on your anniversary date.
Do my tier status and tier benefits expire?
Tier benefits are valid for as long as you are in a specific tier. If you move down a tier, your benefits change accordingly.
After year one on your anniversary date, your points reset to zero, and you can start earning points benefits again. While your points reset each year on your anniversary date, your tier status is determined by your points earned in each prior year of membership. 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.
Does my Estée E-List membership ever expire?
Yes. You must log-in to your Estée E-List account and make a purchase within 24 months to remain an active member. Membership will expire if a member is inactive for a period of 24 months or more.
Can the Estée E-List be terminated?
Yes. We may, in our sole discretion, cancel, modify, restrict or terminate the Estée E-List or any aspect or feature of this loyalty program at any time without prior notice, even though such changes may affect the value of points and benefits already accumulated or earned and/or the ability to redeem accumulated points and benefits.
Can my membership in the Estée E-List be terminated?
What happens to any rewards I have earned if my membership in the Estée E-List is terminated or expires?
If your membership is terminated or expires, points and benefits in your account will automatically terminate.
How do I terminate my Estée E-List membership if I no longer wish to participate?
How do I update, modify or withdraw my account information?
What do I do if I believe that a purchase or other Estée E-List activity was not properly credited to my account?
If you have questions related to your membership account, please contact Customer Service.
What do I do if I forget my password?
You can reset your password on esteelauder.com by selecting ‘Forgot My Password’ at the login page.
May I share my account and/or Estée E-List points and benefits with someone else?
No. Neither accounts nor Estée E-List points and benefits may be shared or combined. Only the member paying for the products may accumulate points and benefits.
Do my points and benefits have any cash value?
No. Points and benefits earned through the Estée E-List have no cash value, are non-transferable, and you have no property rights in the points and benefits. Products received as an Estée E-List reward cannot be returned or exchanged for money or any other products or points.
Can my Estée E-List benefits ever change?
Yes. We reserve the right to change, without notice, Estée E-List benefits, how you achieve each Estée E-List tier, how you earn points and how we evaluate and reward your eligible purchases and/or other Estée E-List activity.
Are there any limitations on the number of purchases or activities that are eligible for the Estée E-List and/or points and benefits?
We reserve the right to place limits on the number of purchases or activities that are eligible for the Estée E-List and/or for points and benefits, in any given time period or for the duration of the Estée E-List, and/or any combination thereof.
Are there any limitations on the number or types of benefits I may receive or earn in any given level or at any given number/level of points?
We reserve the right to place limits on the number or types of benefits you may receive or earn in any given tier or at any given point level, in a given time period or for the duration of the Estée E-List, and/or any combination thereof.
How do I manage my Estée Lauder email communications?
Still have questions? Please contact Customer Service.