Returns

The Return Policy

If you are not completely satisfied with any Estee Lauder purchase, please review our return, refund, and exchange policies below for purchases made on Esteelauder.com.hk. Each online delivery type has its unique Return Policy. All returns, refunds and exchanges are subject to validation and approval at Estee Lauder’s discretion. We may ask you for proof of ID only to verify your identity Return Policy for purchase made on Esteelauder.com.hk - Ship To an Address or Locker orders

We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 business days from delivery.(P.S. All return and exchange are not included limited edition, gift packaging and engraved products.) Please ship the product within 7 business days once the Consumer Care Center receives your notification.

The return product(s) must be unopened and in its original packaging. Products opened or used are not acceptable for returns. If the return is requested based on personal reason, the postal/shipping fee shall be borne by the customer. In that case, the returned products must be wrapped in a proper package and sent back to the specified address.

Refunds and exchanges will be processed within 10 business days upon receipt. Refunds (excluding delivery charge) will be made to the credit card used for payment.

We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and will return such goods to you within 28 days of our notification.

The Return Process - Ship To an Address or Locker orders

1. Contact our Consumer care center
Please reach our Consumer care center and state out your return request. Our Consumer Care Advisor will request for the following information for verification:

• Order number
• Purchasing date
• Product name and quantity which need to be refunded
• Photo of return product
• Reason for refund

If request is being accepted, our Consumer care advisor will appoint our assigned courier service provider to collect the returned order. Please communicate with our Consumer care advisor for your available pick-up time. The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for returns. If the return is requested based on personal reason, the postal/shipping fee shall be borne by the customer. In that case, the returned products must be wrapped in a proper package and sent back to the specified address.

2. Pack the item(s)
Carefully pack the items into the box and include the original receipt or packing slip.
Please make sure that all returned products must be unopened and returned in its original packaging, with all the accessories and inserts, unless the product is damaged or defective. In case of damaged, defective, or incorrect items, please contact our Consumer care advisor immediately.

3. Return confirmation
Upon the arrival of the returned product(s), we will check if the product(s) meets the requirements of returns and refunds. Please allow 7 business days for the Refund process after approval. You may refer to MY ACCOUNT for the status update.

4. Receive a refund
Please allow 7 business days for the Refund process after approval. Your refund will be credited to the original form of payment. Shipping fees or gift wrap is non-refundable.
The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.

5. Exchange
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for exchange within 14 business days from delivery.(P.S. All return and exchange are not included limited edition, gift packaging and engraved products.) Please ship the product within 7 business days once the Consumer Care Center receives your notification. Exchanges item will be shipped within 10 business days upon receipt.

Return Policy for purchase made on Esteelauder.com.hk

Buy Online Pickup In Store / In Store Pick-Up Orders

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

Store Credit will be issued on the store receipt received at the time of exchange in store and is accessible via the printed QR code. Please ensure you keep the receipt in a safe place for future redemption in the selected store. Lost or stolen Store Credit cannot be replaced or refunded.

The Return Process - Buy Online Pickup In Store / Pick-Up In Store Orders

AT COLLECTION IN STORE

• Please let the Beauty Advisor know which product you would like to exchange at the time of Pick-Up at store.
• The Beauty Advisor will remove the unwanted product from your order and add the new item or issue Store Credit if the total order value is lower.
• Store Credit will be issued on the store receipt received at the time of exchange and is accessible via the printed QR code. Please keep the receipt in a safe place. Lost or stolen Store Credit cannot be replaced or refunded
• Store Credit issued for Pick-Up In Store Orders is valid for one year from the issue date and redeemable at the issuing store only.