Customer Service - FAQs
CAN I RETURN AN ITEM PURCHASED IN A STORE TO ESTEELAUDER.COM.AU?
Returns or exchanges for purchases made in an Estée Lauder retail store or department store counter location may not be returned to esteelauder.com.au. If the item you wish to return was not purchased through esteelauder.com.au, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our Consumer Care Department at ConsumerCare-AU@gcc.esteelauder.com for assistance.
CAN I RETURN AN ONLINE PURCHASE TO A DEPARTMENT STORE?
Returns or exchanges for purchases made online may not be accepted for return or exchange at an Estée Lauder Counter. At esteelauder.com.au, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your esteelauder.com.au purchase, we will be happy to exchange the item or issue a refund upon its return. For more information, view our Return Policy.
Can I return or exchange an item?
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). Please refer to our Returns Policy.
Orders and Purchases
WHEN WILL I RECEIVE MY ORDER?
For information on a specific order you've already placed, click here for your Order Status. Otherwise, read below for general details:Standard Shipping
Most Standard orders are dispatched within 1-2 business days. Please note: orders are shipped and delivered on business days only (Monday through Friday, except public holidays).
Estimated delivery times from warehouse dispatch:
• NSW Metro – 2 business days
• NSW Regional – 2-3 business days
• VIC Metro & Regional – 4-7 business days
• QLD Metro – 4 business days
• QLD Regional – 5-6 business days
• TAS Metro & Regional – 5-6 business days
• SA Metro – 3-4 business days
• SA Regional – 5-6 business days
• WA Metro – 5-6 business days
• WA Regional – 7-9 business days
• NT Metro – 5-6 business days
• NT Regional – 6-9 business days
Orders shipped via Express Post will be delivered on the next business day in all Australia capital cities, except Darwin. Orders placed by 11am will be processed and shipped the same day, depending on product availability. Express orders placed after 11am will be processed and shipped the next business day. Please note: orders are shipped and delivered on business days only (Monday through Friday, except public holidays).
DO YOU ACCEPT INTERNATIONAL ORDERS?
We're sorry, esteelauder.com.au is currently unable to accept orders to be shipped to destinations outside of Australia. We apologise for any inconvenience.
IS IT SAFE TO USE MY CREDIT CARD?
At esteelauder.com.au, 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. We have used government approved encryption software. To find out more about SSL encryption software go to: http://www.netscape.com/security/techbriefs/ssl.html?cp=sciln. In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:
- Internet Explorer 6.0 or higher
- Firefox 1.0.4 or higher
- Safari (MAC Only)
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 email programs allow you to designate messages from esteelauder.com as legitimate email, ensuring that all future correspondence regarding your esteelauder.com.au order will be accepted. If you have further questions, please contact us at 1800 613 783. Some helpful tips:
IF YOU USE GMAIL
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 Gmail Address Book.
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 SWITCHING INTERNET SERVICE PROVIDERS. HOW CAN I BEGIN RECEIVING SPECIAL OFFERS AT MY NEW EMAIL ADDRESS?
If you are a registered member of esteelauder.com.au, you can easily change any of your personal information on esteelauder.com.au 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 newsletter. You'll hear about free samples, free shipping 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.
Where is my order?
How do I change or cancel my order?
Unfortunately, we cannot change, add to or cancel an online order once payment has been received. If you no longer need your order once it is delivered, you can return it back to us in its original condition within 14 days of receipt by accessing our returns portal here. For further information about returns please see our returns policy here.
If you wish to change the shipping address once the order has been dispatched, you can do this directly with Australia Post via the link below:
https://auspost.com.au/receiving/manage-deliveries-in-transit/redirect-parcels-in-transit or call them on 13 76 78.
Can't find the answer you are looking for?
Go to our email submission form, or call us toll free at 1800 613 783 and Contact Us directly.
Pre Order FAQs
WHAT DOES "PRE-ORDER" MEAN?
From time to time, you may see a product labelled as “Pre-Order” on www.esteelauder.com.au. This indicates that the product is an upcoming new release that is not currently available for shipment, but can be ordered now for future shipment. Pre-Order item(s) can be added to your cart, purchased, and returned or exchanged like any other item.
WHAT SHOULD I EXPECT WHEN I PURCHASE A "PRE-ORDER" ITEM?
After your pre-order purchase, you will receive a confirmation email indicating the pre-order item(s) purchase and the estimate payment and shipment date for these item(s).
Once the pre-order item(s) are available for shipment, you will be assigned an order confirmation number which will be reflected in your account order history. If you chose to pay for the pre-order item(s) via credit card, your card will be authorised and charged at this time.
If we are unable to process payment for your pre-order, you will be notified of your order’s suspension via email and requested to update your payment information. If we cannot process payment on the second attempt, your will be notified via email of your order cancellation.
Once the pre-order item(s) ship, you will receive a shipment confirmation email.
If we are unable to ship your product by the estimated ship date, we will provide you with a notice and, if desired, you will have an option to cancel your pre-order.
CAN I PURCHASE PRE-ORDER ITEM(S) ALONG WITH IN-STOCK ITEM(S)?
Yes, you can add Pre-Order item(s) to your shopping cart along with in-stock product(s), and you will only need to check out once to purchase all of these items. However, your Pre-Order item will be charged and shipped separately from your in-stock product(s).
WHAT FORMS(S) OF PAYMENT CAN I USE TO PURCHASE A PRE-ORDER ITEM?
Pre-Order item(s) can only be purchased using a debit or credit card. Gift Cards, Afterpay and PayPal are not accepted for Pre-Order Products.
Please note that in order to purchase a Pre-Order item using a credit card, you must have or create a registered esteelauder.com.au customer account and save your credit card information to file. This will allow us to charge your credit card for the Pre-Order purchase at the time of shipment. More information about how Estee Lauder Australia Online protects your saved credit card information can be found here.
WHEN WILL I BE CHARGED FOR A PRE-ORDER PURCHASE?
You will be charged for your Pre-Order item(s) at the time of shipment, which will likely occur before your item(s) are delivered. Please note that if you purchased a mix of in-stock and Pre-Order items, each shipment will be charged separately.
WHAT IF MY SAVED CREDIT CARD BECOMES INVALID AFTER I PLACE A PRE-ORDER?
If your saved credit card becomes invalid after your Pre-Order is placed, but before the Pre-Order is assigned an Order Confirmation Number, please save a new credit card in Your Account as soon as possible. If there is no valid saved credit card at the time that the Order Confirmation is assigned, your Pre-Order will be cancelled.
HOW CAN I CANCEL OR EDIT OR MODIFY A PRE-ORDER PURCHASE?
You can check the status of your pre-ordered items online at www.esteelauder.com.au by contacting Estee Lauder Australia Online Customer Care here. Please also contact Customer Care If you need further assistance or wish to cancel or make a change to your Pre-Order before it is assigned an order confirmation number.
Please note that any modifications to your Pre-Order, including changes to your shipping address or payment method, must be made by cancelling your original Pre-Order and placing a new Pre-Order with the updated information and is subject to inventory availability at the time of the new Pre-Order.
WHAT SHIPPING OPTIONS ARE AVAILABLE FOR PRE-ORDER?
We are pleased to inform you that all Pre-Order items will be shipped for free via standard shipping. If you purchase a mix of in-stock items and Pre-Order items, your in-stock item(s) will be subject to the standard Estee Lauder Australia Online shipping policies. Any additional shipping offers will be applied to your in-stock item(s) only.
ARE PRE-ORDER ITEMS ELIGIBLE FOR PROMOTIONAL OFFERS?
Unfortunately, Pre-Order items are not eligible for promotional offers. If you purchase a mix of in-stock items and Pre-Order items, you will be able to apply an available promotional offer to the in-stock item(s) only, assuming those item(s) meet the criteria for that offer.
CAN MY PRE-ORDER ITEM(S) BE GIFT WRAPPED?
Unfortunately, Pre-Order items cannot be gift wrapped at this time.
DOES YOUR COMPANY TEST ON ANIMALS?
At The Estée Lauder Companies, the safety of our consumers is our highest priority. We utilise the latest advances in non-animal safety testing and human volunteer testing to deliver products of the highest safety and quality to our consumers. We do not test our products or ingredients on animals, or ask others to test on our behalf, except where required by law. We are proud that we were one of the first cosmetic companies to establish that cosmetic safety can be demonstrated by non‐animal testing methods. There are, however, still some countries that believe they need to conduct or require animal testing in order to validate the safety of cosmetic ingredients or products. Our Company and all of our brands remain dedicated to the elimination of animal testing on all cosmetic products and ingredients worldwide. We believe that animal testing should not be needed to validate safety of cosmetic products or ingredients and we are encouraging the use of alternatives and the elimination of such animal testing globally.
WHERE CAN I BUY ESTÉE LAUDER PRODUCTS?
Estée Lauder products are available at select locations across Australia and around the world. To find an Estée Lauder Counter near you in Australia, click here to visit our Store Locator. And of course you can shop online right here at esteelauder.com.au.
HOW DOES ESTÉE LAUDER CONDUCT PRODUCT SAFETY TESTING?
Consumer safety has always been a top priority at The Estee Lauder Companies Inc. We are committed to selling only safe products and work diligently to ensure that our formulations and packaging meet our exceedingly high standards and comply with applicable regulations in every country in which our products are sold. The Estée Lauder Companies is committed to ensuring the safety of our products and the well-being of our consumers. The ingredients used in our products have been tested and found to be safe when used as intended. Our strict product safety process includes review, evaluation and testing of ingredients and finished products. We continually reference peer-reviewed scientific research and evaluate our use of ingredients consistent with prevailing scientific opinion, related regulations, and our commitment to bringing our consumers high-quality, innovative products that comply with regulations everywhere in the world where we do business.
How do I find the right foundation shade and formula for me?
To find your perfect match, it is important to consider your skintone, desired coverage and finish. Use our Foundation Finder to find your perfect match.
What does your foundation code mean (example 2W2 Dawn)?
The first digit represents the shade’s Intensity Level. Estee Lauder Levels range from 1 (the lightest) to 6 (the deepest). The letter indicates the undertone. "C" represents cool/pink, "W" represents warm/yellow, and "N" is neutral (no predominant undertones). The last digit is the depth of colour (for example 1 would be lighter than 2).
How do I know my foundation intensity level and undertone?
An undertone is the overall visible tone of your skin when it is bare. You are Cool if your skin has a rosy pink cast. You are Warm if your skin has a golden or olive cast. If your skin does not seem to be warm or cool, you most likely have a Neutral undertone. Use our Foundation Finder to find your perfect match.
How do I determine the right skincare routine for me?
Based on six key skincare concerns, Estee Lauder created customised skincare systems – a combination of repair and moisturiser products – to target each concern. These systems are called Beautiful Skincare Solutions. You can learn more about each line and find your best fit by visiting our skincare concerns pages.
How do I know if Beautiful Skin Solutions or the Re-Nutriv Skincare products are right for me?
Beautiful Skin Solutions are targeted to your specific concern with high performance products, advanced science and proven results. Re-Nutriv is our luxury line of SuperCremes, which combines repair and moisturising benefits in one formula.
Ageing skin and breakouts, do you have skincare to help both?
Yes, we do! This is a concern for many and Estee Lauder has highly effective anti-ageing products that are also oil-free. Advanced Time Zone Age Reversing Line/Wrinkle Crème SPF15 (Anti-Wrinkle Beautiful Skin Solutions) and Resilience Lift Firming/Sculpting Face and Neck Crème SPF15 (Lifting/Firming Beautiful Skin Solutions) are just two available options.
I use moisturiser, do I need a serum?
Yes, we suggest using a serum day and night before applying your moisturiser. Serums are highly concentrated, provide immediate and long term results as well as boost and support the natural functions in the skin. Moisturisers help rebuild skin’s protective barrier and feature anti-ageing technologies to target specific concerns.
Can I layer an eye crème over Advanced Night Repair Eye Serum?
Yes, you may layer your favorite Estee Lauder eye crème over Advanced Night Repair Eye Serum for advanced repair benefits, both day and night.
Do your moisturisers have SPF?
We have high performance moisturisers with and without sunscreen. To view our range of moisturisers click here.
Do you offer Gift With Purchase and special offers online?
Yes, we do! If you do not see information regarding a promotion on our site, visit the Special Offers page on our site at esteelauder.com.au or Contact Us via email, phone or chat for assistance. We also welcome you to visit our Store Locator for local Estee Lauder contact information, to enquire about promotions in your area.
HOW CAN I FIND OUT ABOUT ESTÉE LAUDER FREE GIFTS/GIFT TIME?
Everyone loves an Estée Lauder gift! These precious collections often include sample sizes and even full-sizes of Estée Lauder favourites. They're 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, click here to visit our Store Locator.
To hear about exclusive gifts online at esteelauder.com.au, click here and sign up for our email newsletters.* Minimum purchase price varies. One gift to a customer, please, per event. Offer good while supplies last. Quantities limited.
Weddings and Events
DO YOU OFFER BRIDAL OR PRIVATE APPOINTMENTS?
Whether it's your wedding, a fancy office party, or a romantic anniversary dinner, we'd be happy to help make your special event a truly beautiful one. For more in-depth bridal consultations and makeovers, please note that each store has its own policy, based on a variety of factors including scheduling and availability. Therefore, it is always advisable to call the Estée Lauder Counter to enquire about whether the service is available and to set up an appointment well in advance of your wedding date. This will ensure that time is set aside for you and your Estée Lauder Beauty Advisor to have a one-to-one discussion about your individual makeup needs. Click here to visit our Store Locator.
CAN ESTÉE LAUDER PROVIDE SAMPLES FOR MY CONFERENCE, SEMINAR, BRIDESMAIDS, OR PARTY, OR SO THAT I CAN TRY PRODUCTS BEFORE PURCHASING?
We're sorry, samples are not available for general distribution upon request. Periodically, sample offers are made to our registered members. We invite you to register with esteelauder.com.au today to begin enjoying all of the benefits of being a registered member. Please click here to learn more and to sign up.
If you desire to "try before you buy," please know that it is our policy to accept returns or exchanges. If for any reason you are not satisfied with a product purchased at esteelauder.com.au, simply return the unused portion to us for exchange or refund.
CAN I GET A JOB AT ESTÉE LAUDER?
We are always in search of bright, energetic individuals to represent Estée Lauder. To learn more about the exciting opportunities available at the Estée Lauder Counter, please visit our Careers page: Careers at Estée Lauder
Estée E-List Australia Loyalty Program FAQs
What is the Estée E-List Australia loyalty program?
The Estée E-List Australia loyalty program is your front row seat to the best in beauty. Hollywood may have its A-list, but when it comes to beauty, there’s only one list you want to be on: the Estée E-List. Receive instant access to e-xclusives and e-rresistibles. Accumulate points, unlock rewards and enjoy more e-mazing treats and experiences. And this is only the beginning….
How do I join the Estée E-List Australia? Does it cost anything?
You can join the Estée E-List Australia loyalty program by signing up at esteelauder.com.au/elist and following the prompts to register. In order to sign up, you must provide your name, and email address. To enjoy the full benefits of the program, you will also need an account. If you do not have an account, you can create one by providing your name, gender, date of birth, mailing address, mobile phone and creating a password. There is no cost to join.
Who is eligible to join the Estée E-List Australia?
The Estée E-List Australia loyalty program is available to individuals who are legal residents of Australia and at least 18 years of age or older and who provide and maintain a valid email address. Employees of The Estée Lauder Companies and individuals employed by our business partners or vendors are eligible for membership for personal use only, but may be excluded from certain program benefits.
What am I agreeing to by joining the Estée E-List Australia?
What terms govern the Estée E-List Australia?
Please refer to the Estée E-List Australia Loyalty Program: Terms & Conditions of Participation for the full list of program terms.
How does the Estée E-List Australia work?
The Estée E-List Australia is a loyalty program that rewards customers for purchasing Estée Lauder products and participating in certain brand experiences. It is a tier-based program determined by the number of points a member has earned within a single year on eligible purchases and through qualifying activities, beginning on the date when you enroll. There are 3 tiers with associated benefits:
|Tier 1, Be Excited||0 – 249 points|
|Tier 2, Be Enthusiastic||250 – 499 points|
|Tier 3, Be Envied||500 + points|
When you join, you’ll automatically be placed in Tier 1, Be Excited and be eligible for all the benefits Tier 1 members receive. Once you earn at least 250 points in your first year, you’ll be automatically moved up to Tier 2, Be Enthusiastic. If you earn 500 points or more in your first year, you’ll qualify for Tier 3, Be Envied.
Your status in a particular tier is good for the year in which you qualify for that tier and the following full year. After that, you’ll need to earn enough points to qualify for that tier each year. For example, if you qualify for Tier 2, Be Enthusiastic, during your first year, you’ll maintain Be Enthusiastic status during your second year. But, if you earn less than 250 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Be Excited status on your second anniversary date.
The higher the tier, the better the benefits.
What benefits do members receive?
As a member, you earn points that determine your points benefits plus tier levels and tier benefits.
Points Benefits: At different point levels you will unlock rewards that can be used in conjunction with a purchase on esteelauder.com.au These rewards are based on the number of points you have accumulated in a single year as listed below and are valid for one time redemption per year. You must redeem your unlocked rewards prior to your anniversary date, or the available rewards will expire. On your anniversary date, your points reset to zero (0) and you start accumulating new points and unlocking new rewards. You may only redeem one points benefit reward per order. Points benefits cannot be combined with other site-wide promotional offers (e.g., other discounts, free sample offers, free product offers, etc.).
• Welcome/Anniversary Gift: 2 deluxe samples (valid when you enroll in the E-List and each year, beginning on your anniversary date).
• A$15 discount with purchase* (valid at 250 points and above, once a year).
• Free standard shipping with purchase (valid at 300 points and above, once a year).
• Free Full-Size Product with purchase (valid at 400 points and above, once a year and only applicable to one of the eligible products on the Program).
• A$25 discount with purchase* (valid at 500 points and above, once a year).
• Free express shipping with purchase (valid at 550 points and above, once a year).
• Free Full-Size Product with purchase (valid at 650 points and above, once a year and only applicable to one of the eligible products on the Program).
*Not valid for facial services/ packages, purchase of Gift Cards, eGift Cards, redemption items, checkout and deluxe samples, gift with purchase, sales tax, discounts, shipping and delivery charges, and/or other excluded charges and/or products as specified by us from time to time, including, but not limited to, certain discounted products and reduced price promotional sets.
Tier Benefits: Certain benefits are based on tier level achieved and you are eligible for these benefits while you are in that tier regardless of the number of points you currently have. Tier benefits can only be redeemed on esteelauder.com with the exception of exclusive in-store member events and VIP events or as otherwise noted. On your anniversary date, even though your points reset to zero (0), your initial tier status for the year is determined by the number of points earned in the prior year.
Tier 1, Be Excited: 0–249 points
- Birthday Gift*: 4 deluxe samples products with a purchase, (valid once per year).
- Free Standard Shipping on orders over A$100 (with purchase, once a year).
- Free Returns and exchange for your perfect shade (Perfect Match Guarantee [https://www.esteelauder.com.au/customer-service-returns]).
- On-site Deluxe Samples on orders over A$100 (with purchase).
- Early Access to Events and Products.
Tier 2, Be Enthusiastic: 250–499 points
- All Tier 1 benefits.
- Double Points Events (with purchase).
- Exclusive Online Events (with purchase, per invitation).
- Exclusive In-Store Member Events (with purchase, per invitation).
Tier 3, Be Envied 500 points and above
- All Tier 1 and 2 benefits.
- Product Trial Team under which you will receive a deluxe sample for review prior to selected launches (with purchase, per invitation).
- VIP Member Events (with purchase, per invitation).
*During the month of your birthday, you can redeem your Birthday Gift on the Site with a purchase and by providing your offer code, which will be visible within your account profile if you have provided your birth date. You must be logged into your Program account to redeem your Birthday Gift. There is a limit of one Birthday Gift per member per year, and Birthday Gifts cannot be transferred, delayed, exchanged or returned. Birthday Gifts cannot be combined with any Program discount offers or product rewards or with other Site-wide promotional offers (e.g., other discounts, free sample offers, free product offers, etc.).
How do I earn points?
To earn points, you must be enrolled in the Estée E-List Australia within thirty (30) days of the date of purchase. Estée E-List Australia members receive 1 point for every A $1 spent on eligible purchases on esteelauder.com*. Eligible purchases include regular priced merchandise and exclude facial services/ packages, Gift Cards, eGift Cards, redemption items, checkout and deluxe samples, gift with purchase, sales tax, discounts, shipping and delivery charges, and/or other excluded charges and/or products as specified by us from time to time.
Members will not receive points or benefits from retail purchases made at department stores, specialty stores, airport stores and retail stores (even if owned by Estee Lauder). Purchases made outside of Australia are also not eligible for the Estée E-List.
In addition to these purchases, here are more ways to earn points at esteelauder.com.au:
- Earn 10 points when completing the profile (one time only).
- Earn 15 points for writing product reviews about products that you purchase that get published (to earn points, you must be logged in to your Program account when you purchase the reviewed product at the Site) for a maximum of 4 published reviews a year).
- Earn bonus points for purchases made on the Site during exclusive Double Points events.
Members must be logged-in to their Estée E-List Australia account in order to earn points.
* All points are pending until 7 days after your order ships, at which time they are fully matured.
Why have my points disappeared?
Points are valid for one year from your Estée E-List Australia anniversary date. On your anniversary date each year, your points reset to zero (0) and you start accumulating new points’ benefits and unlocking new rewards, starting with a Welcome/Anniversary gift with an online purchase
On your anniversary date, even though your points reset to zero (0), your tier status is determined by the number of points accumulated in the prior year.
What is my Estée E-List Australia anniversary date, and where can I find it?
This is the anniversary of the date when you enrolled in the Estée E-List Australia loyalty program, and occurs on a 12-month cycle. For example, if you joined the Estée E-List Australia on November 15, 2019, your anniversary date would be November 15, 2020, and every November 15 of each year following.
Your anniversary date is shown in your Estée E-List loyalty account page.
Why is my current tier status not reflected by my current points?
In year one of your Estée E-List Australia membership, your tier status is determined by the points you accumulate during that first year. After year one on your anniversary date, your points reset to zero (0), and you can start earning points benefits again. While your points reset after year one, your initial tier status for the year is determined by your points accumulated each prior year of membership, and you are eligible for those tier benefits regardless of the number of points you have.
How do I check my account status and track my points and Tier online?
You can check your Estée E-List Australia account status by visiting your account online at esteelauder.com.au where you can track your current points, Tier and available benefits. All points are pending until 7 days after your order ships, at which time they are fully matured.
How long does it take for my purchases to accrue points to my account?
It may take up to seven (7) days from the time your order ships, for points for eligible purchases to post to your account. It may also take up to seven (7) days for points for other Estée E-List activities to post to your account.
What happens to my Estée E-List Australia benefits and/or points if I return a product or if an order is cancelled?
Any product that is returned or any order that is cancelled will reverse the points you received from that purchase. Your level (Be Excited, Be Enthusiastic or Be Envied) will remain the same.
If it is found that an order is obtained through fraudulent or other activity that violates the Estée E-List Australia Terms & Conditions, those points and your tier status, if applicable, will also be reversed.
How do I get my benefits?
Your Estée E-List Australia offers and rewards can be redeemed on esteelauder.com.au at checkout with your purchase. All purchases in which a loyalty benefit is redeemed is a minimum purchase of $50 AUD. You will find your eligible offers and rewards (with offer codes if applicable) listed in your personal account. Details on event rewards will be provided for each event when the time comes.
Rewards can only be redeemed when making a purchase on esteelauder.com.au unless specified in special online events. You must be logged in to your Estée E-List account to use your benefits.
How do I receive my Birthday Gift?
During the month of your birthday, you can redeem your Birthday Gift on esteelauder.com.au with a purchase and by providing your offer code, which will be visible within your account profile if you have provided your birth date. You must be logged into your Estée E-List Australia account to redeem your birthday gift. You must redeem your Birthday Gift by the last date of your birth month, otherwise the offer will expire. There is a limit of one Birthday Gift per member per year, and Birthday Gifts cannot be transferred, delayed, exchanged or returned. Birthday Gifts cannot be combined with any E-List points benefits discount offers or free product rewards or with any other site-wide promotional offers (e.g., other discounts, free sample offers, free product offers, etc.)
How do I get my Free Full-Size products?
- At 400 points, you are eligible for a Free Full-Size product with a purchase on esteelauder.com.au. You can unlock this reward by logging into your E-List account online. To receive it, choose one of the eligible products on your Estée E-List Australia account page and add it to your bag. If not used before your anniversary date, this offer will expire.
- At 650 points, you are eligible for a Free Full-Size product with a purchase on esteelauder.com.au. You can unlock this reward by logging into your E-List account online. To receive it, choose one of the eligible products on your Estée E-List Australia account page and add it to your bag. This offer is only available when you have 650 or more points and must be redeemed before your anniversary date, at which time your points reset to zero (0) and the offer expires
How do I receive free shipping on esteelauder.com.au?
- Free Standard Shipping on esteelauder.com.au is offered to all Estée E-List Australia members who have earned 300 or more points in any given year, on orders over A$100 and once a year. You must select “Standard” shipping at checkout and be logged into your Estée E-List Australia account.
- Free Express Shipping on esteelauder.com.au is offered to all Estée E-List Australia members who have earned 550 or more points in any given year and once a year. This benefit is available for the remainder of the calendar year. You must select “Express Shipping” at checkout and be logged into your Estée E-List Australia account.
What are Early Access and Preview benefits?
From time to time, Estée E-List Australia members will be offered early access to shop select products before they are offered for sale to the general public. Qualifying members, who have opted in to receiving E-List marketing emails, will receive email invitations when these offers are made available. Members must login to their accounts to redeem this benefit. These offers are available for a limited time and while supplies last.
Can I return a product that I received as a free reward from the Estée E-List Australia or exchange it for money?
Products received as a reward (e.g., birthday gifts, free full-size products, etc.) cannot be returned (unless they are defective), and cannot be exchanged for money or any other products or points.
Do my points and points benefits expire?
Yes. Points expire on your anniversary date, at which time they reset to zero (0).
Points benefits are available based on the number of points you have accumulated. They are valid for one time use on esteelauder.com, and they expire on your anniversary date.
Do my tier status and tier benefits expire?
Tier benefits are valid for as long as you are in a specific tier. If you move down a tier, your benefits change accordingly.
After year one on your anniversary date, your points reset to zero (0), and you can start earning points benefits again. While your points reset each year on your anniversary date, your tier status is determined by your points earned in each prior year of membership. Your status in a particular tier is good for the year in which you qualify for that tier and the following full year. After that, you’ll need to earn enough points to qualify for that tier each year. For example, if you qualify for Tier 2, Be Enthusiastic, during your first year, you’ll maintain Be Enthusiastic status during your second year. But, if you earn less than 250 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Be Excited status on your second anniversary date.
Does my Estée E-List Australia membership ever expire?
Yes. You must log-in to your Estée E-List Australia account and make a purchase within twenty-four (24) months to remain an active member. Membership will expire if a member is inactive for a period of twenty-four (24) months or more.
Can the Estée E-List be modified, cancelled or terminated?
Yes. We may cancel, modify, restrict or terminate the Estée E-List Australia or any aspect or feature of this loyalty program from time to time. We will use reasonable endeavours to provide advance notice to you of any material changes to or cancellation, modification or restriction of this program in writing or by posting it on esteelauder.com.au or our other channels. You should review the Program Terms & Conditions and these FAQs frequently to understand the terms and conditions that apply to the Program. The date of the latest update to the Program Terms & Conditions and these FAQs will be stated clearly on esteelauder.com.au and the changes made by that update will only apply from the specified date.
Can my membership in the Estée E-List Australia be terminated?
Estée Lauder can terminate any member for any failure to comply with the Estée E-List Australia Terms & Conditions and/or our website Terms & Conditions and for other reasons set out in the Estée E-List Australia Terms & Conditions.
What happens to any rewards I have earned if my membership in the Estée E-List Australia is terminated or expires?
If your membership is terminated or expires, points and benefits in your account will automatically terminate.
How do I terminate my Estée E-List Australia membership if I no longer wish to participate?
If you decide you no longer want to be a part of the Estée E-List, you can opt-out in your account on esteelauder.com.au
How do I update, modify or withdraw my account information?
What do I do if I believe that a purchase or other Estée E-List Australia activity was not properly credited to my account?
If you have questions related to your membership account, please contact Customer Service by phone at 1800 613 783 or fill in the customer care form at https://www.esteelauder.com.au/customer-service-contact-us.
What do I do if I forget my password?
You can reset your password on esteelauder.com.au by selecting ‘Forgot My Password’ at the login page.
May I share my account and/or Estée E-List Australia points and benefits with someone else?
No. Neither accounts nor Estée E-List Australia points and benefits may be shared or combined. Only the member paying for the products may accumulate points and benefits.
Do my points and benefits have any cash value?
No. Points and benefits earned through the Estée E-List Australia have no cash value, are non-transferable, and you have no property rights in the points and benefits. Products received as an Estée E-List Australia reward cannot be exchanged for money or any other products or points.
Can my Estée E-List Australia benefits ever change?
Yes. See response to question 24 above regarding modifications to the Estée E-List Australia program
Are there any limitations on the number of purchases or activities that are eligible for the Estée E-List Australia and/or points and benefits?
See response to question 24 above regarding modifications to the Estée E-List Australia program. We may place limits on the number of purchases or activities that are eligible for the Estée E-List Australia and/or for points and benefits, in any given time period or for the duration of the Estée E-List Australia, and/or any combination thereof.
Are there any limitations on the number or types of benefits I may receive or earn in any given Tier or at any given number/level of points?
See response to question 24 above regarding modifications to the Estée E-List Australia program. We may place limits on the number or types of benefits you may receive or earn in any given tier or at any given point level, in a given time period or for the duration of the Estée E-List, and/or any combination thereof.
How do I manage my Estée Lauder email communications?
Still have questions? Please contact Customer Service.