FAQs

Effective from: 1 June, 2023

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.

DOES YOUR COMPANY TEST ON ANIMALS?

Estée Lauder has a strong belief that cosmetic animal testing is not necessary and should be eliminated worldwide. We do not test on animals and our company is helping to bring about change in regions where animal testing is conducted on cosmetics as required by law. Read further here.

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

1. WHAT IS ESTÉE CLUB??

Estée Club is Estée Lauder’s ESTÉE CLUB loyalty program operated by Estee Lauder (Hong Kong) Limited and Estee Lauder (Macau) Limited (“Estée Lauder Hong Kong,” “we,” “our” or “us”).

2. WHO IS ELIGIBLE TO JOIN THE PROGRAM?

The Program is available to individuals who are at least 18 years or older who provide and maintain a valid email address or mobile phone number. Employees of The Estée Lauder Companies and individuals employed by our business partners or vendors are not eligible to participate in the Program. No purchase is necessary to join the Program. The Program may not be used for any business or commercial purpose.

3. HOW DO I JOIN THE PROGRAM?

You can join the Estée Club by signing up with a store associate in a Store* or Counter** operated by Estée Lauder Hong Kong and Macau (collectively “Stores” or “Counter”, and each a “Store” or “Counter” respectively), or at www.esteelauder.com.hk (“Online”) and following the prompts to register. You will need to provide your full name, mobile phone number, email address, birth month and location in order to enroll. If you are enrolling at www.esteelauder.com.hk, you understand that your personal data is being collected on an open network which may not have sufficient security measures.  You will also have the opportunity to provide us with your preferred salutation, mailing address and age group, but this information is optional. If you enroll Online, you must also create a password in order to enroll. There is no cost to join.

4. HOW DOES THE PROGRAM WORK?

The Program is a tier-based program determined by the qualifying spend on eligible purchases and through qualifying activities, calculated every July 1 to June 30 (each period in which you accumulate qualifying spending and activities, a ”Qualifying Year”). Your first Qualifying Year begins on the date which you enrol in the Program and ends on the upcoming June 30. Each subsequent Qualifying Year for the Program begins on July 1 and ends on the following June 30.

There are 3 tiers with associated benefits:

•Tier 1, Blue $0 – $5,499

•Tier 2, Gold $5,500 – $11,999

•Tier 3, Diamond $12,000 or above

When you join in the first Qualifying Year, you'll automatically be placed in Tier 1, Blue and will be eligible for all the benefits that Tier 1 members receive. Once you spend at least $5,500 on eligible purchases in your first year, you'll be automatically moved up to Tier 2, Gold. When you spend $12,000 or more on eligible purchases in your first Qualifying Year, you'll be qualified for Tier 3, Diamond.

Your status in a particular tier is good for the remainder of the Qualifying Year in which you qualify for that tier and the following Qualifying Year. After that, you'll need to spend enough to qualify for that tier on a yearly basis subsequently. For example:

  • if you qualify for Tier 2, Gold, during your first Qualifying Year, you'll maintain Gold status during your second Qualifying Year. But, if you spend less than $5,500 on eligible purchases during your second Qualifying Year, you'll drop back down to Tier 1, Blue status starting on your third Qualifying Year.
  • if you qualify for Tier 3, Diamond, during your first Qualifying year, you'll maintain Diamond status during your second Qualifying Year. But, if you spend less than $5,500 on eligible purchases during your second Qualifying Year, you'll drop back down to Tier 1, Blue status starting on your third Qualifying Year.

You are able to earn points and also unlock Program loyalty tiers by making eligible purchases or taking certain other Program actions. You will receive 1 point for every HK$1 or MOP$1 spent on qualifying purchases in any Store or Counter or at www.esteelauder.com.hk and in addition to these purchases, we may offer more ways to earn and/or accelerate your points from time to time.

At different point levels, you are eligible to redeem some or all of these points for product rewards of certain retail value. Please visit our Stores or Counters 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 the corresponding Qualifying Year membership. 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 available points/rewards on or prior to June 30, or the available points and rewards will expire.

On July 1, your points reset to zero (0) and you start accumulating new points and earning new rewards.

5. HOW DO I EARN POINTS?

To earn points, you must be enrolled in Estée Club loyalty program.

You must also: be signed into your online account at www.esteelauder.com.hk at the time purchase or provide your Program member identifying information (e.g. name, registered email address and/or mobile phone number) to a store associate in a Store or Counter.

Estée Club members receive at least1 point for every HK$1 or MOP$1 spent on qualifying purchases in any Stores or Counters or at www.esteelauder.com.hk. Eligible purchases include regular priced merchandise and services, and exclude gift cards, discounts, shipping charges, delivery charges and other excluded charges and/or purchases as specified by us from time-to-time, including, but not limited to, charitable products where funds are donated to any charitable organization, value sets, select premium products and services, and other specified products.

Members will not receive points or benefits from retail purchases made in SEPHORA, Duty Free, airport locations, stores and counters not operated by Estée Lauder Hong Kong and outside of Hong Kong or Macau.

In addition to these purchases, we may offer more ways to earn and/or accelerate your points from time to time and the details on that will be provided when the time comes.

All points are pending until your order ships, at which time they are fully matured.

6. HOW DO I REDEEM MY POINTS IN-STORE?

To redeem your benefits and/or points in any Store or Counter, you must be enrolled in Estée Club and provide your Program member identifying information (e.g. name, registered email address and/or mobile phone number) to a store associate in a Store or Counter in person. Points can’t be redeemed at SEPHORA, Duty Free, airport locations, stores and counters not operated by Estée Lauder Hong Kong and outside of Hong Kong or Macau. You also can’t exchange them for cash.

You can redeem as many rewards as you have points available and redeem multiple different products (limit to one for each kind of product). You do not need to make a qualifying purchase to redeem a reward.

We reserve the right to make certain rewards or offers redeemable only in specified Stores or Counters, subject to availability.  We also reserve the right to modify or replace the reward or offer item with another item in the event of unavailability without prior notice to Members.

7. WHAT KINDS OF PURCHASES DON’T QUALIFY FOR ESTÉE CLUB?

Purchases made in SEPHORA, Duty Free, airport locations, stores and counters not operated by Estée Lauder Hong Kong and outside of Hong Kong or Macau are not eligible for the Program.

P.S. The following can’t be used to rack up Estée Club points, benefits and rewards:

Gift cards

Certain limited edition charity products

Shipping charges

Delivery charges

Other exclusions as specified by Estée Lauder Hong Kong from time to time

8. WHY HAVE MY POINTS DISAPPEARED?

When you redeem your points for product rewards, the available points in your account will decrease based on the amount of points you redeemed.

You must redeem your available points on or prior to June 30, or the unused rewards will expire. On July 1, your points and spend reset to 0 and you start accumulating new points and earning new rewards.

9. WHAT ARE THE BENEFITS?

As a member, you will earn points to enjoy Points and Tier Benefits.

Point Benefits: You are eligible to redeem some or all of these points for full-size product rewards (subject to availability of such rewards). Please login to your Estée Club account or visit any Stores or Counter to see the latest reward offerings. Reward offerings are subject to availability and can be redeemed in Stores or Counters operated by Estée Lauder in Hong Kong in person. These rewards are based on the total number of points you have accumulated from your qualified spending in corresponding Qualifying Year membership. 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 available points on or prior to June 30, or the unused rewards will expire. On July 1, your points and spend reset to 0 and you start accumulating new points and earning 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 in Stores or Counters or on www.esteelauder.com.hk, depending on the benefit. On July 1, even though your unused points will be forfeited, your tier status will remain unchanged for that year.

Tier 1, Blue: 0-$5,499

•Welcome Gift*

•Birthday Surprise**

•Anniversary Surprise#


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

•All Tier 1 Benefits

•Tier Upgrade Surprise^

•Early pre-order for limited edition products


Tier 3, Diamond: $12,000 and above

•All Tier 1 and 2 benefits

•Surprise and Delights

•Special VIP Private Events


* Upon enrolling in the Program and making an eligible purchase, you shall be entitled to a Welcome Gift. If you have already received a Welcome Gift, dis-enrolling and re-enrolling in the Program will not entitle you to an additional Welcome Gift. Each Member may only redeem one Welcome Gift.

** During your Birthday month, you will be entitled to receive a Birthday Surprise. There is a limit of one Birthday Surprise per member per Qualifying Year.  There is a limit of one Birthday Surprise per member per year.

#At the start of each Qualifying Year following your first Qualifying Year, you will be entitled to receive an Anniversary Surprise.

^Where you meet the criteria to qualify for Tier 2, Gold, you will be entitled to receive a Tier Upgrade Surprise.

The Welcome Gift, Birthday Surprise and Tier Upgrade Surprise (together the "Gifts"), cannot be transferred, delayed, exchanged or returned. The Gifts cannot be combined with any Program discount offers or product rewards or with other Online or in-Store promotional offers (e.g., other discounts, free sample offers, free product offers, etc.). All Gifts are on first come, first served basis while stocks last. We reserve the right, in our sole and absolute discretion, to determine the content of your Gifts.

10. HOW DO I EARN PROGRAM BENEFITS?

No purchase is required to join the Program. When you join the Program, you are automatically placed in the Blue tier and qualify for Blue benefits.

To earn Program benefits, you must be enrolled in the Program, you must provide your Program member identifying information (e.g. name, registered email address and/or mobile phone number) to a store associate in a Store or Counter, and purchases must be made on qualifying products or services in any Store, or Counter or on www.esteelauder.com.hk. Qualifying purchases include regular priced merchandise and services, and exclude gift cards, shipping charges, delivery charges or other excluded charges and/or purchases specified by us from time-to-time, including, but not limited to, certain charitable products where funds are donated to any charitable organization, value sets, select premium products and services, and other specified products.

11. DO MY POINTS, TIER BENEFITS AND TIER STATUS EVER 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.

On July 1, your Estée Club spend and points resets to zero. While your spending and points reset on July each year, your status in a particular tier is good for the remainder of the Qualifying Year in which you qualify for that tier and the following full membership year. After that, you’ll need to spend enough to qualify for that tier on subsequent Qualifying Year. See HOW DOES THE PROGRAM WORK for more details.

12. HOW LONG DOES IT TAKE FOR MY PURCHASES TO ACCRUE TO MY ACCOUNT?

For all eligible purchase at any Stores or Counters or other program activities, it may take up to 24 hours for the points to post to your account.

For all purchases at www.esteelauder.com.hk, points are pending until your order is shipped, at which time they are added to your account and may be redeemed for rewards. It may take up to 24-48 hours from the time your order is shipped for points to appear in your account.

13. I NEED TO RETURN A PRODUCT OR CANCEL AN ORDER. WHAT HAPPENS TO MY POINTS?

If you return or cancel an order, the points you received from that order will be decreased appropriately. If you moved up to a new tier on that order, you’ll be back where you started once the return or cancellation is complete. Heads up: you can also lose points and decrease your tier if you’ve moved up through fraudulent activity or anything else that violates the Estée Club Terms & Conditions.

14. HOW DO I CHECK MY ACCOUNT STATUS AND TRACK MY POINTS?

Your membership tier and account status are accessible in your account online, with a store associate in any Store or Counter or login Online or call +852 3101 4915.

15. HOW DO I IDENTIFY MYSELF IN STORE?

You identify your Estée Club membership by providing your Program member identifying information (e.g. name, registered email address and/or mobile phone number) to a store associate in a Store or Counter.

16. 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 Estée 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.

17. HOW DO I MANAGE MY ESTÉE LAUDER HONG KONG AND ESTÉE CLUB EMAILS?

Marketing emails from Estée Lauder Hong Kong keep you updated about the latest collections, events and offers from Estée Lauder Hong Kong and much more.

You can opt-out of marketing emails from Estée Lauder Hong Kong by clicking on the unsubscribe link at the bottom of each Estée Lauder Hong Kong marketing email. You will continue to receive transactional emails from Estée Lauder Hong Kong as well as other emails you have opted-in to receive.

18. HOW DO I UPDATE THE INFORMATION I PROVIDED TO ENROLL IN THE PROGRAM?

You can update your information by logging into your account online in the profile section or by contacting Customer Service email cs@esteelauder.com.hk. Please note that you must contact Customer Service email cs@esteelauder.com.hk in order to change the birthday associated with your Estée Club account.

19. WHAT DO I DO IF I FORGOT MY PASSWORD?

You can reset your password by selecting ‘Forgot Password’ at the login page.

20. WHAT DO I DO IF I BELIEVE THAT A PURCHASE OR OTHER PROGRAM ACTIVITY WAS NOT PROPERLY CREDITED TO MY ACCOUNT?

If you have questions related to your membership account, please contact Customer Service via email cs@esteelauder.com.hk.

21. HOW WILL ESTÉE LAUDER HONG KONG USE THE INFORMATION I PROVIDE TO ENROLL IN THE PROGRAM?

Unless you already opted in to additional and other uses of the personal information you provided at the time you enrolled in the Program (such as for marketing in connection with the Program, sending other marketing emails or text messages that you have opted-in to receive, and/or for providing you with services requested through Online, internal analysis), your personal information will be used to provide you with services and offers related to the Program including identifying your membership to provide you with a program tier and corresponding benefits. You may exercise your rights related to your personal data (access, rectification, erasure, blocking and objection to the processing), by contacting us. You can find more information in our PRIVACY POLICY.

22. WHAT AM I AGREEING TO BY JOINING THE PROGRAM?

By becoming a Program Member, you agree that you have read, understood and agree to be bound by the Program TERMS AND CONDITIONS OF PARTICIPATION and by any changes or modifications we may make.

23. WHAT TERMS GOVERN THE PROGRAM?

Please refer to the ESTÉE CLUB Loyalty Program: TERMS AND CONDITIONS OF PARTICIPATION for the full list of Program terms.

24. DOES MY MEMBERSHIP IN THE PROGRAM EVER EXPIRE?

Membership will expire if a member has not redeemed or made a purchase for a period of 24 months or more. You can reactive your account after this period by logging into your account.

25. CAN MY MEMBERSHIP IN THE PROGRAM BE TERMINATED?

Estée Lauder Hong Kong, 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 website terms and conditions.

26. WHAT HAPPENS TO ANY REWARDS I HAVE EARNED IF MY MEMBERSHIP IN THE PROGRAM IS TERMINATED OR EXPIRES?

If your membership is terminated or expires, any rewards, points or benefits in your account will automatically terminate.

27. CAN THE PROGRAM BE TERMINATED?

Yes. We may, in our discretion, cancel, modify, restrict or terminate the Program or any aspect or feature of the Program at any time and we shall endeavour to provide prior notice to you, even though such changes may affect the value of rewards, points or benefits already accumulated or earned and/or the ability to redeem accumulated rewards, points or benefits.

28. WHAT HAPPENS TO ANY REWARDS I HAVE EARNED IF THE PROGRAM IS TERMINATED?

If the Program is terminated, your rewards and benefits will automatically terminate. We will advise you of the effective date of termination of the Program, rewards and benefits.

29. HOW DO I TERMINATE MY PROGRAM MEMBERSHIP IF I NO LONGER WISH TO PARTICIPATE?

If you decide you no longer want to be a part of the Program, you can contact Customer Service via email at cs@esteelauder.com.hk or by calling +852 31014915.

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

30. WHY IS MY CURRENT TIER STATUS NOT REFLECTED BY MY CURRENT POINTS?

While your points decrease when you redeem them for points benefits and reset each year on July 1, your tier status for the Qualifying Year will remain unchanged which is determined by your qualifying spend during the prior Qualifying Year, and you are eligible for those tier benefits regardless of the number of points you have.

On July 1, your points balance will be reset to zero, and you can start earning points and benefits again.

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.

31. HOW DO I CHECK MY ACCOUNT STATUS AND TRACK MY POINTS AND TIER 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, tier and available benefits. You can also inquire about your Program status in any Store, or Counter or 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.

32. HOW LONG DOES IT TAKE FOR MY PURCHASES TO ACCRUE POINTS TO MY ACCOUNT?

For all eligible purchase at any Stores or Counters or other program activities, it may take up to 24 hours for the points 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.

For all purchases at www.esteelauder.com.hk, points are pending until your order is shipped, at which time they are added to your account and may be redeemed for rewards. It may take up to 24-48 hours from the time your order is shipped for points to appear in your account.

33. 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.

34. 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.

35. 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.

36. 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.

37. 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?

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.

38. WHAT AM I AGREEING TO BY JOINING ESTÉE CLUB?

By becoming an Estée Club loyalty program member, you agree that you have read, understood and agree to be bound by the Estée Club Loyalty Program: Terms and Conditions of Participation and by the terms of our Privacy Policy and the Terms and Conditions on our website and by any changes or modifications we may make.

39. WHAT TERMS GOVERN ESTÉE CLUB?

Please refer to the Estée Club Loyalty Program: Terms and Conditions of Participation for the full list of program terms.

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

 

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