Customer Service - FAQs
Frequently asked questions
WHEN WILL I RECEIVE MY ORDER?
You can keep up to date with the status of your order via the Track My Order page.
For customers who have ordered using our Guest Checkout you will receive a confirmation and dispatch email.
If you are an account holder, in addition to receiving a confirmation and dispatch email, you will also have the option to track the progress of your order in your online account under ‘Order Status’ for delivery updates.
Should you not be able to check your order status through your online account and have not received a confirmation email within 24 hours or dispatch email within three working days for standard delivery, please check your junk/spam folder and any secondary email addresses you may have used before contacting us. with Customer Care.
If you have placed your order for next day delivery, confirmation and dispatch emails should be received on the same day.
Please see information regarding Delivery Timeframes & Options here.
HOW CAN I RETURN AN ITEM?
Please note that products purchased between 1st November 2023 and 15th December 2023 with a valid receipt can be returned up to 14th January 2024. You will have the usual 30 days to return orders placed from 16th December.
Products excluded from this are:• Gift cards
• Booking Fees
• Personalised goods
This does not affect your statutory rights.
If for any reason you are not completely happy with your Estée Lauder purchase, simply return the unused products and we will refund your account for the amount of the purchase.
To return your online order to us free of charge, please:
1. Print and complete our returns note which can be found here:
2. Re-package your items safely, including the completed returns note
3. Follow the instructions on www.yodel.co.uk to receive your returns label
Alternatively, you can carry out your own return using a courier of your choice, but please note that any postage costs obtained via independent return will not be reimbursed. Return address: Estée Lauder Companies, Constellation House, 3 Kiteʼs Croft Business Park, Warsash Road, Fareham, Hants. PO14 4FL.
Products ordered online or in-store with a valid receipt can be returned up to 30 days following their purchase date.
For more information about returns and refunds, please click here.
If you’re still unsure about how to return your item, please click here to contact us. Please include your order number with all enquiries.
HOW LONG DOES IT TAKE TO RECEIVE A REFUND?
Please allow 14 working days from the date we receive your return for your refund to be processed.
CAN I EXCHANGE AN ITEM?
Unfortunately we do not offer exchanges. However, if you change your mind after receiving your order, you may return it and place a new order for the right item. Please note, the original product must be unused in order to get a refund.
CAN I CANCEL MY ORDER?
If you wish to cancel your order, you have 30 minutes after your order is confirmed to do so. However, as processing times can vary, please note that we cannot guarantee your order will be canceled when requested. In this case, you can return your unused item(s) for free - details of our returns process can be found here.
We advise you will need to contact us via one of the following:
- Phone - 0808 281 0228
Please ensure you have your purchase order number ready when contacting us.
I RECEIVED THE WRONG PRODUCT - CAN I RETURN IT?
We are sorry to hear you received the wrong product. Please contact us by clicking here and we will do our best to help you. Please include your order number with all enquiries.
I HAVE NOT RECEIVED MY FULL ORDER – WHAT SHOULD I DO?
We are sorry that your online order is not as expected. We’d like to help - click here to contact us. Please include your order number with all enquiries.
I RECEIVED A FAULTY PRODUCT - WHAT SHOULD I DO?
We are sorry to hear you received a damaged product. Please retain the box, packaging, and all contents, and contact us as soon as possible so we can remedy this for you. Please click here to contact us.
DOES YOUR COMPANY TEST ON ANIMALS?
Estée Lauder has a strong belief that cosmetic animal testing is not necessary and should be eliminated worldwide. We do not test on animals and our company is helping to bring about change in countries where animal testing is conducted on cosmetics as required by law. Read further here.
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.
Alternatively, you can speak to a Beauty Advisor. .
OFFER CODE NOT WORKING?
• To successfully apply an offer code to your order, you will need to be signed into your online account with email address and password.
• Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied.
• Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions.
• NOTE: Offers cannomaxt be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer to be added.
• Please ensure you are signed into your account at the time of placing the order before entering the offer code.
• Check that your order does not contain any sale items, new launches, gift sets, or limited edition items.
• Please ensure that the offer code being applied is formatted correctly, e.g. be aware of capital letters and any special characters.
• If an offer does not appear to have applied to your order, please check your order qualifies before completing the transaction, as this will not auto-apply after checkout.
with Customer Care.
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 in your area, visit our Gift Time section.
*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 authorised retailers, and with in-store purchases only. Minimum purchase requirements may vary.
WHY HAS MY FAVOURITE 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 alternative.
CAN I GET A JOB AT ESTÉE LAUDER?
We are always interested in bright, energetic individuals to represent Estée Lauder. If you are interested in applying for a position with Estée Lauder, click here to visit our careers site.
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 meet 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, Research and Development works with suppliers and leading universities where research is conducted in dermatology, skin ageing, 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.
WHAT IS ESTÉE LAUDER DOING ABOUT REACH, THE NEW EU CHEMICAL DIRECTIVE?
Click here to learn more about REACH – for Consumer, Web Site, and MediaResponses.
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 programs allow you to designate specific senders as legitimate email providers, ensuring that all future correspondence regarding will be accepted. If you have further questions, please with Consumer Care or Contact Us.
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."
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.co.uk, you can easily change any of your personal information on esteelauder.co.uk 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 newsletters. You'll hear about free samples 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.
CAN I RETURN AN ONLINE PURCHASE TO A DEPARTMENT STORE?
Returns for purchases made online may not be accepted for return at an Estée Lauder Counter. At esteelauder.co.uk, we offer separate returns policy for purchases made online. If for any reason you are not satisfied with your esteelauder.co.uk purchase, we will be happy to issue a refund upon its return.
To view our return policy click here.
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 apologise for any inconvenience.
IS IT SAFE TO USE MY CREDIT CARD?
At esteelauder.co.uk, 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.
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
Netscape 6.0 (Windows only)
Esteelauder.co.uk has been certified with Internet Shopping Is Safe (ISIS) & Internet Delivery Is Safe (IDIS) accreditations. Consumers can shop online with confidence wherever they see the ISIS & IDIS logos.
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 two deluxe samples of your choice from a selection at checkout. These offers are available only while stocks last, for a limited time.
CAN I GET AN E-GIFT CARD?
You can order an e-Gift card online. This gift card may be presented for payment for purchases online at Esteelauder.co.uk only. This gift card may be used to purchase merchandise but may not be exchanged or redeemed for cash. For balance enquiry, or for any other gift card enquiry, please call 08081 782066.
What should I do if I have a complaint?
Still have questions? Please contact Customer Service.