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Our Online Customer Service Team will be happy to assist you for eligible returns, with a free return label, return instructions and the return shipping address. If you received the item as a gift or wish to exchange it for another item, directions will be provided. Only products purchased on esteelauder.com may be returned.
- • Phone: 1.877.311.3883
- • Email: ELOnlineService@esteelauder.com (available 24/7)
- • Live Chat (available Monday-Friday, 8am-10pm ET, and Saturday & Sunday, 10am-8pm ET)
How to Return
- 1. Print It: Print the label from your email.
- 2. Pack It: Carefully pack items into the box. Seal the box and affix the prepaid label to the outside.
- 3. Ship It: Take the package to any UPS location or request a package pickup by contacting UPS at 1-800-PICKUPS (subject to UPS fees). Full instructions are included in the return label email.
How long will it take to receive a credit for my returned items?
Once received, return packages are processed within 7-10 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.
When I exchange an item there are two transactions on my credit card - can you explain?
When an exchange is requested it is completed in two steps:
- 1. A credit is issued for the item(s) returned.
- 2. A new order is processed for the item(s) requested in exchange.
Two transactions will be posted to your account; a credit for the returned item(s) and one charge for the item(s) requested in exchange. Please note that billing for the exchange item is subject to payment authorization and once authorized, it will post immediately to your account. While both the credit transaction and the billing transaction for the exchange occur simultaneously, it may take longer for the credit to post to your account depending upon the bank’s processing times for credits.
I used PayPal to make my purchase, can I exchange my order?
Yes. If you would like to make an exchange on an order originally paid with PayPal, please contact us at 1.877.311.3883, via email at ELOnlineService@esteelauder.com (available 24/7) or via live chat (available Monday-Friday, 8am-10pm ET, and Saturday & Sunday, 10am-8pm ET).
Our Online Service Team will be happy to assist you in processing your exchange, however, we are unable to process exchanges directly with your PayPal account and will require a credit card for processing.
I ordered/received the wrong product, should I return it?
If your online order is not as expected, please contact us at 1.877.311.3883 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 1.877.311.3883 for assistance.
I would like to return a gift but I don’t want the gift-giver to know. Can you help?
If you would like to return or exchange an item you received as a gift, please contact us at 1.877.311.3883, via email at ELOnlineService@esteelauder.com (available 24/7) or via live chat (available Monday-Friday, 8am-10pm ET, and Saturday & Sunday, 10am-8pm ET). Our Online Customer Service Team will be happy to assist you for eligible returns and provide you with specific return instructions.
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials and the items inside and contact us immediately at 1-877-311-3883.
Please provide the order number along with your email address and phone number for fastest service.