Returns

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Return & Exchange Instructions

If for any reason you are not satisfied with your purchase from Estée Lauder Online Canada, you may return the unused portion for refund or exchange. We accept returns for products purchased from EstéeLauder.ca only. Return shipping fees are not refundable.

Kindly send your return to the address noted below in the original shipping carton. If you no longer have the original shipping carton, please include a note with your order number, or you can include a copy of your order or shipping confirmation email.

To protect against package loss and to ensure prompt delivery, we recommend shipping your return package via insured FedEx or Canada Post Ground. Please retain receipts and tracking information for your records.

Returns Department Address:

    Estée Lauder Online Canada
    Returns Department
    6100 Freemont Blvd.
    Mississauga, ON
    Canada L5R-3V7

Once received, return packages are processed within 2 business days. A return credit confirmation email will be sent when the return has been processed. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact the issuing bank for details.

Return FAQs

How long will it take to receive a credit for my returned items?

Once received, return packages are processed within 2 business days. A return credit confirmation email will be sent when the return has been processed. The time to post a credit to your account can vary and is determined by the issuing bank. Please contact the issuing bank for details.

When I exchange an item there are two transactions on my credit card - can you explain?

When an exchange is requested it is completed in two steps:

    1. A credit is issued for the item(s) returned
    2. A new order is processed for the item(s) requested in exchange

Two transactions will be posted to your account; a credit for the returned item(s) and one charge for the item(s) requested in exchange.

Please note that billing for the exchange item is subject to payment authorization and once authorized and shipped, it will post immediately to your account. While both the credit transaction and the billing transaction for the exchange occur simultaneously, it may take longer for the credit to post to your account depending upon the issuing bank’s processing times for credits.

I ordered/received the wrong product, should I return it?

If your online order is not as expected, please contact us at 1.877.311.3883 for assistance.

My item arrived damaged. What should I do?

If you received damaged merchandise, please retain the box, packaging and all contents and contact us as soon as possible at 1.877.311.3883 for assistance.

Can I return a gift that was purchased from Estée Lauder Online Canada?

Yes, we accept gift returns. If you would like to return or exchange an item you received as a gift, please contact us at 1.877.311.3883, via email at ELOnlineService@esteelauder.com or via live chat (available Monday-Friday, 8am-10pm ET; and Saturday & Sunday, 10am-8pm ET). Our Online Service Team will be happy to assist you for eligible returns and provide you with specific return instructions.

I would like to return a gift but I don’t want the gift-giver to know. Can you help?

If you would like to return or exchange an item you received as a gift, please contact us at 1.877.311.3883, via email at ELOnlineService@esteelauder.com or via live chat (available Monday-Friday, 8am-10pm ET; and Saturday & Sunday, 10am-8pm ET). Our Online Service Team will be happy to assist you for eligible returns and provide you with specific return instructions.

Damaged Items

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials and the items inside and contact us immediately at 1.877.311.3883. Please provide the order number along with your email address and phone number for fastest service.

 

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