Customer Service - FAQs

Last updated [July 1, 2021]

Returns

CAN I RETURN AN ITEM PURCHASED IN A STORE TO ESTEELAUDER.COM.HK?

Returns or exchanges for purchases made in an Estée Lauder retail store or department store counter location may not be returned to esteelauder.com.hk. If the item you wish to return was not purchased through esteelauder.com.hk, we recommend returning to the place of purchase for resolution.

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.hk, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your esteelauder.com purchase, we will be happy to exchange the item or issue a refund upon its return. To view our return and exchange policy, visit our Online Consumer care center or Contact Us.

CAN I RETURN MY IN-STORE PICKUP ORDER?

If for any reason you are not entirely satisfied with what you have ordered online, when you pick up you may exchange any item in its original condition within the store or choose for the store to issue a store credit that will be valid for one year. The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for exchange.

Orders and Purchases

WHEN WILL I RECEIVE MY ORDER?

For information on a specific order you've already placed, click here to sign in and check your Order Status.

DO YOU ACCEPT INTERNATIONAL ORDERS?

We currently accept orders for delivery within Hong Kong, SAR of China and Macau, SAR of China only. We apologize for any inconvenience.

IS IT SAFE TO USE MY CREDIT CARD?

At esteelauder.com.hk, 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 please 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.hk as legitimate email, ensuring that all future correspondence regarding your esteelauder.com order will be accepted. If you have further questions, please contact us at cs@esteelauder.com.hk.

How do I change or cancel my order?

Once your order has been processed, we’re unable to combine or add an item to an existing order. If you would like to cancel your order, please contact our Consumer Care CentreIf your order has been shipped, please refer to Returns or contact our Consumer Care Centre.

Why is my favorite product discontinued? Can I still purchase it?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We are happy to assist in finding you a new alternate favorite.

Can't find the answer you are looking for?

Please email cs@esteelauder.com.hk to contact our Consumer care advisor directly.

Are the Online Offers applicable in stores and counters?

The offers are exclusively for Online purchases. They are not available in stores and counters.

Do I gain membership points when I purchase products online?

Purchases made on Estée Lauder Online Shop are eligible for points. Sign up to become our Loyalty Club Member and enjoy 1 point for every HK$1 spent.LEANR MORE

How to know if my order has been received?

Once your payment is confirmed to be successful, you will receive an Order Confirmation Email. You may also login to ‘My Account’ to view the order status.

How to use the discount codes?

Exclusive offers are updated frequently on our online site. Once your purchase meets a certain criteria, you may apply discount codes to get free gifts. To use a discount code, you may enter the code on the right of Shopping Bag page or Checkout page. Enter the code in the box and click ‘APPLY CODE’. Note that some promotions are not applicable to gift set purchases. Should you have any inquiries, please our Consumer care advisor via cs@esteelauder.com.hk or at 31014915 (Monday to Friday 9am-6pm).

What should I do if the product I want to buy is out of stock?

You may click ‘Notify Me’ on the product page and submit your email address. Once the product is available, we will send you an email notification.

Payment

Why is my credit card refused?

Your credit card may be refused for any of the following reasons:
- The card may have expired. Please check if your card is still valid.
- You may have reached your credit limit. Please contact your bank.
- The information you entered might be incorrect. Please check that all the required fields were filled in correctly.

What shall I do if I could not complete the checkout process?

If you are sure you have entered all correct information but cannot complete the checkout process, please contact our Consumer care advisor via cs@esteelauder.com.hk or at 31014915 (Monday to Friday 9am-6pm).

What shall I do if my payment is declined?

Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our Consumer care advisor via email cs@esteelauder.com.hk or at 31014915 (Monday to Friday 9am-6pm).

Our Products

WHERE CAN I BUY ESTÉE LAUDER PRODUCTS?

To purchase Estée Lauder products, you can shop online right here at esteelauder.com.hk. If you would like to visit an Estée Lauder Counter near you in Hong Kong, click here to visit our Store Locator.

HOW DOES ESTÉE LAUDER CONDUCT PRODUCT SAFETY TESTING?

Consumer safety has always been a top priority at The Estee Lauder Companies Inc. Therefore, our product safety testing requires collaboration of experts across several fields, 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 clean, pure and safe products.

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 color (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.

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.

BUY ONLINE, PICK UP IN-STORE

Most orders should be available for pickup within 24 hours after your order is placed.
Your selected method of payment will be charged prior to pickup.
Once every item is ready for pickup, you will receive a READY FOR PICKUP notification via email that will be sent to the email address you entered when you placed your order. Your order will be held for three days. You will receive reminder emails during this period. Orders not picked up within this time frame will be receive an email notifying them that their Order value has been transferred to Store Credit, redeemable in the selected pickup store only. This Store Credit is valid for 12 months. Please contact the store if you are not able to collect your order within this time frame, they can arrange for it to be held longer.

HOW DO I PLACE AN ORDER FOR IN-STORE PICKUP?

When you find an item you'd like to purchase on esteelauder.com.hk, add the item(s) to your bag, then select "Pick-Up In Store" in your shopping cart. You will then be able to select a boutique near you that has the items available and in-stock. You can select a boutique to pick up your order from by clicking Change Store.

HOW WILL I KNOW WHEN MY ORDER IS READY TO BE PICKED UP?

Shortly after placing your order, you'll receive a confirmation email that details your item(s), pickup information, and payment methods. This does not mean your order is ready to be picked up. You'll receive a separate notification email when your order is ready at your selected store. Please wait for this notification before heading to the store to ensure your product(s) are ready to be picked up.

HOW LONG WILL THE STORE HOLD MY ORDER?

Once every item in your order is ready for pickup and you're received a notification email that your order is ready at your selected store, your order will be held for three days. Orders not picked up within this timeframe will be transferred to store credit. Store Credit issued is valid in the store selected for pick-up for 12 months.

I CAN'T PICK UP MY ORDER RIGHT AWAY. HOW DO I REQUEST AN EXTENSION?

Please contact the store directly to request an extension.

WHAT SHOULD I BRING WITH ME WHEN I PICK UP MY ORDER?

Please bring your order confirmation email (print out or show on your mobile device) and a valid Photo ID.
If you've selected to have someone else pickup your order (proxy pickup), they will need their photo ID and a copy of the order confirmation, which will be emailed to both the purchaser and the person designated to pick up the item(s).

WHEN WILL I BE CHARGED?

Your method of payment is charged when you complete payment on the website.

WHAT HAPPENS IF THE ITEM(S) I HAVE SELECTED ARE NOT AVAILABLE IN STORE?

We have processes in place to reduce the scenarios in which inventory is not available in store, but there are circumstances in which one or more of your in-store pickup items may not be fulfilled.
If we are unable to fulfill your item(s), you will be contacted by the store to confirm which products are in stock and if you want to proceed with the order collection. If you decide not to proceed with the collection based on some stock being unavailable your order will be refunded.
Please allow 7 business days for the Refund process after approval. Your refund will be credited to the original form of payment. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.

WHAT IF I WANT TO RETURN OR EXCHANGE AN ITEM WHEN I'M IN THE STORE?

If for any reason you are not entirely satisfied with what you have ordered through Buy Online Pickup In Store, when you pick up you may exchange any item in its original condition within the store or choose for the store to issue a store credit that will be valid for one year. The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for exchange.

WILL I RECEIVE SAMPLES WITH MY IN-STORE PICKUP ORDER?

In Store Pickup orders are eligible for 2 samples in store. These will be packed with your order at the time of collection - you will not be able to select samples in checkout.

AM I ABLE TO ADD PROMOTIONS / OFFERS TO MY IN-STORE PICKUP ORDER?

Please review terms and conditions for the selected promotion to establish eligibility for "Buy Online Pickup In Store" orders. If a "Buy Online Pickup In Store" order qualifies for the selected promotion, you will be able to apply the promo code.

Estée Club Loyalty Program (“Program”)
FAQs

What is the Estée Club loyalty program? +

The Estée Club 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 Club. Receive instant access to exclusives and erresistibles. Accumulate points, unlock rewards and enjoy more e-mazing treats and experiences. And this is only the beginning…

How do I join the Estée Club? Does it cost anything? +

You can join the Estée Club loyalty program by signing up with a store associate in a freestanding store* or department store counter** operated by Estée Lauder Hong Kong and Macau (collectively “Stores”, and each a “Store”), or at www.esteelauder.com.hk and following the prompts to register. You will need to provide your first name, last name, mobile phone number, email address, location and month of birth in order to enroll. You may also have the opportunitywww.esteelauder.com.hk to provide us with your preferred salutation, date of birth and age group, but this information is optional. If you enroll at www.esteelauder.com.hk, you will need to create a password and agree to the Estée Club Loyalty Program: Terms and Conditions of Participation (“Program Terms & Conditions”). There is no cost to join.

Who is eligible to join the Estée Club? +

The Estée Club loyalty program is available to individuals who are at least 18 years of age or older Employees of the Estée Lauder companies and employees 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.

How does the Estée Club work? +

The Estée Club 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 qualifying spend 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:

Level 1， Blue0 – HK$5,449
Level 2 GoldHK$5,500 – HK$11,999
Level 3 DiamondHK$12,000+

When you join, you’ll automatically be placed in Level 1, Blue and be eligible for all the benefits Level 1 members receive. Once you spend at least $5,500 in your first year, you’ll be automatically moved up to Level 2, Gold. If you spend $12,000 or more in your first year, you’ll qualify for Level 3, Diamond.

Your status in a particular tier is good for the remainder of the year in which you qualify for that tier and the following full year. After that, you’ll need to spend enough to qualify for that tier each year. For example, if you qualify for Level 2, Gold, during your first year, you’ll maintain Gold status during your second year. But, if you spend less than $5,500 on eligible purchases during your second year, you’ll drop back down to Level 1, Blue 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: Starting at 2,000 points, you are eligible to redeem some or all of these points for full-size product rewards. Please login to your Program account or visit our Stores to see the latest reward offerings. Reward offerings are subject to availability. These rewards are based on the number of points you have accumulated in a single year as listed below. Once you have redeemed your points reward, your points balance will be reduced by the applicable points value for that reward. 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 0 and you start accumulating new points and unlocking new rewards.

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 be redeemed on www.esteelauder.com.hk or in Stores, depending on the benefit. On your anniversary date, even though your points reset to zero, your initial tier status for the year is determined by the number of points earned in the prior year.

Level 1, Blue: 0-$5,499

  • Welcome Gift* (Online with purchase; Offline with or without purchase, valid once per lifetime)
  • Free Standard Shipping and Free Returns (Only for online orders over HKD 500)

Level 2, Gold: $5,500-$11,999

  • All Level 1 Benefits
  • Tier Upgrade Gift (Online with purchase, offline with/without purchase; one time upon tier upgrade)
  • Birthday Gift**
  • Free Standard Shipping and Free Returns (with no threshold on purchase value)
  • Early pre-order for limited edition products

Level 3, Diamond: $12,000 and above

  • All Level 1 and Level 2 benefits
  • Surprise and delights
  • Special VIP Private Events

*Dis-enrolling and re-enrolling does not qualify you for an additional use, this is exclusive one -time use.
**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 can also redeem your Birthday Gift in any Store. You must be logged into your Program account on www.esteelauder.com.hk or provide your Program member identifying information (e.g. name, registered email address and/or phone number) to a store associate in a Store 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 or in-Store 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 Club, and either (1) be signed into your Program account on www.esteelauder.com.hk at the time of purchase; or (2) provide your Program member identifying information (e.g. name, registered email address and/or phone number you registered under the Program) to a store associate in a Store at the time of purchase. Estée Club members receive 1 point for every HKD 1 spent on eligible purchases on www.esteelauder.com.hk* or in Store. Eligible purchases include regular priced merchandise and exclude facial services / packages, redemption items, samples and gifts with purchases, shopping bags, global sets, sales tax, state fees, discounts, shipping and delivery charges, and/or other ad hoc promotions and excluded charges specified by us from time-to-time.

For a list of qualifying retailers, see below. Purchases made outside of Hong Kong and Macau are also not eligible for the Estée Club.

In addition to these purchases, here are more ways to earn points:

  • Writing product reviews that get published (only at www.esteelauder.com.hk and at a maximum of once per quarter; to earn points, you must be logged in to your Program account when writing the reviewed at the Site and check that you are a Program member)
  • Earn bonus points for purchases made within the 30 days after your anniversary date
  • Earn bonus points in your birthday month for your first purchase (for Blue tier members) or all purchases (for Gold and Diamond tier members) made
  • Earn bonus points for purchases made during Bonus Points Events.

The number of points, if any, awarded for each action above is determined by Estée Lauder in its sole but reasonable discretion.

All points are pending until your order ships if purchase are madeat www.esteelauder.com.hk , at which time they are fully matured.

Why have my points disappeared? +

Points are valid for one year from your Estée Club anniversary date. On your anniversary date each year, your points reset to zero and you start accumulating new points benefits and unlocking new rewards.

On your anniversary date, even though your points reset to zero, your tier status is determined by the number of points accumulated in the prior year.

What is my Estée Club anniversary date, and where can I find it?+

This is the anniversary of the date when you enrolled in the Estée Club loyalty program, and occurs on a 12-month cycle. For example, if you joined the Estée Club on November 15, 2021, your anniversary date would be November 15, 2022, and every November 15 of each year following.

For those of you who enrolled in the “Estée Club” prior to 26 April 2022, you are automatically enrolled in the Program and your point balance from the old program is also migrated to the Program. The cut-off date of such point balance shall remain as 30 June 2022 according to the previous “Estée Club” terms and conditions prior to the Program launch. Thereafter, your anniversary date under the Program shall be 1 July each year.

Your anniversary date is shown in your Estée Club loyalty account page.

Why is my current tier status not reflected by my current points? +

In year one of your Estée Club 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, 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 level online? +

You can check your Estée Club account status by visiting your account online at www.esteelauder.com.hk where you can track your current points, level and available benefits. You can also inquire about your Program status in any Store, or of Customer Service via email at cs@esteelauder.com.hk or by calling +852 31014915. All points are pending until 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 24 – 48 hours from the time your order ships, or from the time your store receipt is validated for points for eligible purchases to post to your account. It may also take up to seven days for points for other Estée Club activities to post to your account.

What happens to my Estée Club 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 (Blue, Gold or Diamond) will remain the same.

If it is found that an order is obtained through fraudulent or other activity that violates the Program Terms & Conditions, those points and your tier status, if applicable, will also be reversed.

How do I get my benefits? +

Your Estée Club offers and rewards can be redeemed on www.esteelauder.com.hk (at checkout with your purchase or at a delivery cost) or in-Store. 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 be redeemed in Stores operated by Estée Lauder Hong Kong in Hong Kong and Macau, and/or when making a purchase on www.esteelauder.com.hk. You must be logged in to your Estée Club account on www.esteelauder.com.hk, or provide your Program member identifying information (e.g. name, registered email address and/or phone number) to a store associate in a Store, to use your benefits.

How do I receive my Birthday Gift? +

During the month of your birthday, you can redeem your birthday gift on www.esteelauder.com.hk with a purchase and by providing your offer code, which will be visible within your account profile if you have provided your month of birth. You must be logged into your Estée Club account to redeem your birthday gift. You can also redeem your Birthday Gift in any Store, and provide your Program member identifying information (e.g. name, registered email address and/or phone number) to a store associate. You must redeem your birthday gift by the last day of your month of birth, 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 Estée Club points benefits, discount offers or free product rewards or with any other site-wide or in-Store promotional offers (e.g., other discounts, free sample offers, free product offers, etc.).

How do I get my Free products?

Starting at 2,000 points, you are eligible to redeem some or all of those points for product rewards of certain retail value on www.esteelauder.com.hk or in Store. Please login to your Program account to see the latest reward offerings and make a redemption, or consult with a store associate in any Store. To redeem your points, log into your Program account and choose one of the eligible products on your loyalty account page and add it to your bag, or provide your Program member identifying information (e.g. name, registered email address and/or phone number) to a store associate in any Store. If you do not redeem your available points before your anniversary date, your points will expire. Product rewards are subject to availability and cannot be exchanged or returned for points, another product or a monetary refund.

How do I receive free shipping on www.esteelauder.com.hk? +

Standard Shipping on www.esteelauder.com.hk is complimentary for Estée Club members Blue tier members for online orders over HKD 500, and free for Gold and Diamond tier members for all online orders regardless of spending. You must select “Standard” shipping at checkout and be logged into your Estée Club account.

What are Early Pre-order benefits? +

From time to time, Estée Club 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 Club 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 Club or exchange it for money? +

No. Products received as a reward (e.g., birthday gifts, free full-size products, etc.) cannot be returned or 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.

Points benefits are available based on the number of points you have accumulated. They are valid for one time use on www.esteelauder.com.hk, 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, 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 remainder of 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 Level 2, Gold, during your first year, you’ll maintain Gold status during your second year. But, if you earn less than 5,500 points on eligible purchases during your second year, you’ll drop back down to Level 1, Blue status on your second anniversary date.

Does my Estée Club membership ever expire? +

No. Membership does not expire due to inactivity.

Can the Estée Club be terminated? +

Yes. We may, cancel, modify, restrict or terminate the Estée Club or any aspect or feature of this loyalty program from time to time and such changes may affect the value of points and benefits already accumulated or earned and/or the ability to redeem accumulated points and benefits. We will use reasonable endeavours to provide advance notice to you of any material changes to or the cancellation, modification or restriction of our Program Terms & Conditions, these FAQs and/or the Program in writing or by posting it on www.esteelauder.com.hk or our other channels.

Can my membership in the Estée Club be terminated? +

Estée Lauder in its sole discretion, can terminate any member for any reason including, but not limited to, any failure to comply with the Program Terms & Conditions and/or our other terms and conditions, e.g. website Terms & Conditions.

What happens to any rewards I have earned if my membership in the Estée Club is terminated or expires? +

If your membership is terminated, points and benefits in your account will automatically terminate.

How do I terminate my Estée Club membership if I no longer wish to participate? +

If you decide you no longer want to be a part of the Estée Club, you can opt-out in your account on www.esteelauder.com.hk, or contact Customer Service via email at cs@esteelauder.com.hk or by calling +852 31014915.

How do I update, modify or withdraw my account information? +

You can update your information by visiting your account online at www.esteelauder.com.hk. You have the right to access your personal information and the right to correct and/or update your personal information within your account. For more information, see the Program Terms & Conditions and Estée Lauder Hong Kong Privacy Policy.

What do I do if I believe that a purchase or other Estée Club activity was not properly credited to my account? +

If you have questions related to your membership account, please contact Customer Service via email at cs@esteelauder.com.hk or by calling +852 31014915.

What do I do if I forget my password? +

You can reset your password on www.esteelauder.com.hk by selecting ‘Forgot My Password’ at the login page.

May I share my account and/or Estée Club points and benefits with someone else? +

No. Neither accounts nor Estée Club 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 Club have no cash value, are non-transferable, and you have no property rights in the points and benefits. Products received as an Estée Club reward cannot be returned or exchanged for money or any other products or points.

Can my Estée Club benefits ever change? +

Yes. We reserve the right to change Estée Club benefits, how you achieve each Estée Club tier, how you earn points and how we evaluate and reward your eligible purchases and/or other Estée Club activity. We will use reasonable endeavours to provide advance notice to you of any material changes to or the cancellation, modification or restriction of our Program Terms & Conditions, these FAQs and/or the Program in writing or by posting it on www.esteelauder.com.hk or our other channels.

Are there any limitations on the number of purchases or activities that are eligible for the Estée Club and/or points and benefits? +

We reserve the right to place limits on the number of purchases or activities that are eligible for the Estée Club and/or for points and benefits, in any given time period or for the duration of the Estée Club, and/or any combination thereof.

Are there any limitations on the number or types of benefits I may receive or earn in any given level or at any given number/level of points? +

We reserve the right to 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 Club, and/or any combination thereof.

How do I manage my Estée Lauder email communications? +

You can opt out of receiving Estée Lauder emails or Estée Club Loyalty Account emails at any time by clicking on the link at the bottom of each email communication. Please see our Privacy Policy for more information on managing your email preferences. Estée Lauder emails provide you with news on the latest looks, launches, tips, trends, offers and more. If you opt-out of Estée Club Loyalty Account related emails, you will no longer receive emails regarding your Estée Club status or the program benefits or rewards that may be available to you.

Still have questions? Please contact Customer Service via email at cs@esteelauder.com.hk or by calling +852 31014915.

 

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