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 Customer Service Center or Contact Us.
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. Sign in
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 email@example.com.
Where is my order?
How do I change or cancel my order?
Please email firstname.lastname@example.org and we will do our best to accommodate your request to change or cancel your order. However, we are unable to accept order cancellation or exchange requests if the order is already being processed.
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 email@example.com to contact our Customer Service 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?
Membership points program is yet to be available. Purchases made online are not calculated as store membership points.
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 customer service via firstname.lastname@example.org 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.
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 customer service via email@example.com 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 customer service via email firstname.lastname@example.org or at 31014915 (Monday to Friday 9am-6pm).
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.