How do I make a return?

Date of Last Update: 1st November 2023.

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
  • Services

This does not affect your statutory rights.

How do I make a return?

A. Free returns

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 to receive your returns label

B. Other options

To make an independent return, please print and complete our Returns Note which can be found here. Make sure it is included in your return, then send the goods to the following address:

Estée Lauder Companies
3 Kites Croft Business Park
Warsash Road
PO14 4FL

Note: Any postage cost obtained via independent return will not be reimbursed.

Please ensure you obtain a proof of postage when you return the item(s) to us (make sure you keep a copy of the proof of postage in case we do not receive the returned parcel, as we cannot accept liability for returned goods lost in transit).

How long do I have to return an item?

We hope that you are delighted with your order, but if for some reason you are not, you can return it for free within 30 days.

When will I get my refund?

Please allow 14 working days from the date your order is returned for your refund to be processed. Products ordered with a valid receipt can be returned for a refund up to 30 days following their purchase date.

The refund will be processed to the original payment method used to place the order.

We advise that all online returns can be made using the complimentary returns service as indicated above (Return Options). This includes any faulty or damaged goods. If for any reason you wish to use an alternative returns method to the complimentary service provided, this may incur an additional charge, which will be at your own expense and not applicable for reimbursement.

Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

Can I return an online order in store?

Alternatively online orders can be returned at any La Mer store (excluding department stores and airports) with your original order confirmation. Online orders will not be able to be returned in store if you paid by PayPal.

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.

What if I received a faulty item?

In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered please notify us as soon as possible via Web Messaging.

Please provide the order number and ensure that you keep the box, packing materials including packing note and all items received for inspection.

Can’t find the information you are looking for? Contact us

Cancellation rights

Your right to return goods does not apply to goods:

  • Made to your specification or which have been clearly personalised (e.g. by being engraved) or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
  • If you made your purchase through a partnered retail location, such as an airport or department store, 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. Similarly, if you purchased products on the La Mer website or in a La Mer store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.

Can’t find the information you are looking for? Contact us