Returns & exchanges

If for any reason you are not happy with your purchase on, you may return the unused portion to us for a refund or exchange.

•   Complete the section Return / Exchange on the back of the invoice (enclosed with your original order) and place it in the return package.

•   If you want to exchange and the total amount of new products is higher than that of returned purchases, enter your bank details on the back of the invoice.

•   If you wish to return or exchange an item that was a gift, check the "Return gift" box on the back of the bill.

•   Make a copy of the completed invoice for your records.

•   Stick the pre-printed label that came with the original invoice on the return package.

For reasons of security and speed, we recommend you to send the item(s) you wish to return by post with acknowledgment of receipt.
Requests for refund and exchange will be handled promptly and an exchange item (s) will be shipped standard delivery.
The processing time of returns and delivery of an exchange varies from 7 to 10 working days on average from our receipt of your return. Working days: Monday to Friday, excluding public holidays.

You will receive confirmation of the receipt and processing of your return or exchange via email.
Note: Only products purchased on may be refunded or exchanged. Currently, returns from Switzerland and Denmark will go back to the local office through Swiss Post and DHL.

Estée Lauder GmbH
Customer Returns
Feldmoosstrasse 6
CH-8853 Lachen

La Mer Online Returafdeling
Delta Park 37
2665 Vallensbæk Strand

For more information on returns or exchanges, contact us by phone at +800-55111770 (for all countries except Italy), 800-125594 (for Italy).
Please see general terms and conditions for online product sales.


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Damaged/Faulty/Incorrect Items

If the goods you receive are damaged or faulty in any way, or are not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by calling our Customer Service Team +800-55111770 (for all countries except Italy), 800-125594 (for Italy) M-F 8am to 8pm, Sat – 9am to 12pm.
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.
This policy is only applicable to purchases made online at; we are unable to process returns for purchases made at a La Mer store.
Returns for purchases made online will not be accepted for return or exchange at a La Mer store.
This policy does not affect your statutory rights under law as a consumer, which may also apply.
Please see general terms and conditions for online product sales.


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