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- Pack It
Carefully pack items into the original box and include the completed invoice and seal the box.
- Remove labels
Remove all labels from the box except from the black/white diamond-shaped label.
- Affix label
Affix the prepaid label to the outside of the box (included in the box). If the return label is missing, please contact Estée Lauder via the customer service at 0800 54029 (Monday to Friday from 8am to 20pm and Saturday from 9am to 12pm) or by e-mail to email@example.com to request a new label.
- Ship It
Take your package to any UPS location in your area and your return will be processed free of charge. UPS can also collect your return package at home for a surcharge. In this case, please contact UPS at 078 250 877 or via https://wwwapps.ups.com/pickup/schedule.
If certain items were damaged, please consult the section on damaged items in the FAQ below.
Please note that we can only reimburse products purchased through esteelauder.be. Products you bought online can not be returned to Estée Lauder sales points.
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:
- A credit is issued for the item(s) returned.
- 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, 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 bank’s processing times for credits.
I used PayPal to make my purchase, can I exchange my order?
Yes. If you would like to make an exchange, please fill out the back of the invoice and include your credit card information. We are unable to process exchanges directly with your PayPal account.
I ordered/received the wrong product, should I return it?
If you online order is not as expected, please contact us at 0800 54029 (Monday to Friday from 8am to 8pm and on Saturday from 9am to 12pm) or send an email to firstname.lastname@example.org 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 0800 54029 (Monday to Friday from 8am to 8pm and on Saturday from 9am to 12pm) or send an email to email@example.com for assistance.
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, check the box on the back of the invoice and include it in the return package. Please include your phone number on the invoice. We will contact you by phone when your return package is received to ensure the return is processed appropriately.
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 0800 54029 (Monday to Friday from 8am to 8pm and on Saturday from 9am to 12pm) or send an email to firstname.lastname@example.org for assistance.
Please provide the order number along with your email address and phone number for fastest service.