Returns

We hope that you are delighted with your order. However, if you are not entirely satisfied with your products purchased from Estee Lauder Online, you may return any item in its original, unused condition, with proof of purchase for a full refund or exchange within 14 business days from delivery (except in the case of damaged and faulty items - see below). Your rights under this Returns & Exchanges Policy are in addition to any rights or remedies you have under law, including the Australian Consumer Law.

If you made your purchase through a partnered retailer (Adore Beauty, David Jones, Mecca, Myer, Sephora) or a Pharmacy or an airport location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. You can view our list of authorised retail locations here.

Conversely, if you’ve purchased products on the Estee Lauder website, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
We cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee*.

Refunds and Exchanges can take up to 14 business days to be processed after we receive your return. Refunds (excluding the initial delivery charge) will be made against the original payment method used.

All offers including, (samples, gift sets and bags, full size product, discounts) are only offered free of charge when supplied with an authorised and fully completed purchase. Any purchase that is cancelled and refunded, requires the customer to return the purchase including the free of charge items. Partially cancelled and refunded purchases require the customer to return the partially cancelled purchase including the free of charge items if the final purchase amount is below the offer qualifier.

An exchange can be made for an item of same value. Please specify the item you wish to exchange for when you return the product.

Return to Sender – if your order has been returned to us, we will email you to confirm your address details. Please allow up to 10 business days for your order to be redelivered. Please note, if your shipping address is a place of business, you need to specify the Business Name for error-free delivery.

STEP 1. – Complete the Documentation
Click here to access the Returns Portal and complete all required details, including your purchase order number, as we will use this as your proof of purchase. Please include the items you would like in your exchanged order. Please note that we cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee*.

STEP 2. – Return the Product
Goods must be returned to us in their original, unused condition (except those covered by Perfect Match Guarantee*) at our distribution centre within 14 working days of delivery (except in the case of damaged and faulty items). Please ensure that the returned parcel is properly sealed and that you have completed the details in the Returns Portal. Please be sure to indicate whether you require a refund, exchange or replacement and the product you want in your exchange.

STEP 3. – Processing the Refund
Refunds and exchanges will be processed within 14 business days of us receiving the item back. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery once the request has been processed. You will receive a confirmation email notification from our Customer Service Team.

Our Perfect Match Guarantee program is designed to help you find your perfect shade. Valid for foundation, concealer and powder products listed below, if your shade isn’t a perfect match, you may send it back to exchange for another shade. Exchanges are only offered on the same product purchased.

Click here to access the Returns Portal and return the product to arrange your free return and exchange for your perfect shade. Please indicate in the Returns Portal the shade you would like in your exchanged order. Exchanges will only be granted for items which are returned containing a minimum of 85% of the product within 14 days from delivery. Please note a refund will not be available.

We reserve the right to cancel any order due to unauthorised, altered or ineligible use of offer, and to modify or cancel any promotion due to system error or unforeseen problems. Other restrictions may apply.

If the goods you receive are damaged or faulty, we will be happy to exchange the items or offer you a refund. Please notify us immediately by contacting us here.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.

Returns for purchases made online will not be accepted for return or exchange at an Estee Lauder counter or store. Your statutory rights remain unaffected.

I accidently ordered the wrong product, what should I do?

If you have accidently ordered the incorrect product, please simply return the unused item within 14 working day of delivery through our returns portal. Click here to access the Returns Portal and complete all required details, including the items you would like in your exchanged order.

Please note that we cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee*.

I purchased a product in store, can I return it?

If you made your purchase through a partnered retailer (Adore Beauty, David Jones, Mecca, Myer, Sephora or a Pharmacy) or an airport location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.

Store Return policies can vary so please contact our authorised retail locations for further details. We do not accept returns from in store purchases.

How long will it take to receive a refund for my returned items?

Once received, return packages are processed within 8-10 business days. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact your issuing bank for details.
 
I purchased a foundation and it’s the wrong colour, what can I do?

Our Perfect Match Guarantee program is designed to help you find your perfect shade. Valid for foundation, concealer and powder products listed below, if your shade isn’t a perfect match, you may send it back to exchange for another shade. Exchanges are only offered on the same Perfect Match Guarantee product purchased from the original order. We are not able to substitute for a product that isn’t on the list below.

• Double Wear Brush-On Glow BB
• Double Wear Brush-On Glow BB
• Double Wear Light Soft Matte Hydra Makeup SPF 10
• Double Wear Instant Fix Concealer
• Double Wear Maximum Cover Camouflage Makeup for Face and Body SPF 15
• Double Wear Radiant Concealer
• Double Wear Stay-in-Place Flawless Wear Concealer
• Double Wear Stay-in-Place Makeup SPF 10
• Double Wear Stay-in-Place Matte Powder Foundation SPF 10
• Futurist Aqua Brilliance™ Makeup SPF 20/PA+++
• Perfecting Pressed Powder
• Perfectionist Youth-Infusing Brightening Serum + Concealer

Click here to access the Returns Portal and return the product to arrange your free return and exchange for your perfect shade.

I would like to return a gift, but don’t want the gift-giver to know. Can you help?

We can exchange an unwanted gift with a proof of purchase. Chat to our Customer Care team here to see if we are able to search the order on our system.

Need another question answered?

Chat to our Customer Care team here.