Online Returns & Exchanges
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 business days from delivery.
Refunds and Exchanges will be processed within 2-3 business days upon receipt. Refunds (excluding the initial delivery charge) will be made against the original debit/credit card used.
We cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee. In such circumstances, we will notify you that no refund will be available and will returns such goods to be returned to you within 28 days of our notification.
The Return Process
STEP 1. – Complete the Necessary Documentation
Please click here to print the Returns Form and complete all required details, including the reasons for your return or exchange. 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 condition at our distribution centre within 14 working days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel your completed Returns Form as well as your Delivery Note. Please be sure to indicate whether you require a refund, exchange or replacement.
STEP 3. – Processing the Return
Refunds and exchanges will be processed within 2-3 days of receipt. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery. You will receive a confirmation email notification or phone call from our Customer Service Team.
Perfect Match Guarantee
Our Perfect Match Guarantee program is valid for foundation, concealer and powder products listed below:
Double Wear Brush-On Glow BB
Double Wear Light Stay-in-Place Makeup SPF 10
Double Wear Makeup To Go
Double Wear Maximum Cover Camouflage Makeup for Face and Body SPF 15
Double Wear Nude Cushion Stick Radiant Makeup
Double Wear Stay-in-Place Flawless Wear Concealer SPF 10
Double Wear Stay-in-Place High Cover Concealer SPF 30+
Double Wear Stay-in-Place Makeup SPF 10
Double Wear Stay-in-Place Powder Makeup SPF 10
Double Wear Waterproof All Day Extreme Wear Concealer
Perfecting Loose Powder
Perfectionist Youth-Infusing Brightening Serum + Concealer
Perfectionist Youth-Infusing Makeup SPF 25
Complete the Returns Form and return with the product to arrange your free return and exchange for your perfect shade. Refunds and Exchanges will only be granted for items which are returned containing a minimum of 85% of the product.
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.
Damaged / Faulty / Incorrect Items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by filling out our Contact Us form. Please be sure to select ‘An Online Order’ and include your Order Number.
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. Your statutory rights remain unaffected.
How long will it take to receive a credit for my returned items?
Once received, return packages are processed within twenty one (21) 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.
I ordered/received the wrong product, should I return it?
If your online order is not as expected, please contact us at 1800 613 783 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 1800 613 783 for assistance.
Please provide the order number along with your email address and phone number for fastest service.