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Return & Exchange Instructions
Returns Department Address:
- Estée Lauder Online Canada
6100 Freemont Blvd.
Please contact us via one of the follow methods:
- • Phone: 1.877.311.3883
- • Email: ELOnlineService@esteelauder.com
- • Live Chat (available Monday-Friday, 8am-10pm ET; and Saturday & Sunday, 10am-8pm ET)
Our Online Customer Service Team will be happy to assist you for eligible returns, with return instructions and the return shipping address. If you received the item as a gift or wish to exchange it for another item, directions will be provided. We're sorry; return shipping fees are not refundable. Only products purchased on EsteeLauder.ca may be returned.
How long will it take to receive a credit for my returned items?
Once received, return packages are processed within 7-10 business days. 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?
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.
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.