Customer Service - FAQs
CAN I RETURN AN ITEM PURCHASED IN A STORE TO ESTEELAUDER.CO.NZ?
Returns or exchanges for purchases made in an Estée Lauder retail store or department store counter location may not be returned to esteelauder.co.nz. If the item you wish to return was not purchased through esteelauder.co.nz, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our Consumer Care Department at email@example.com for assistance.
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.co.nz, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your esteelauder.co.nz purchase, we will be happy to exchange the item or issue a refund upon its return. For more information, view our Return Policy.
Can I return or exchange an item?
We hope that you are delighted with your order. However, if you are not entirely satisfied with your products purchased from Estee Lauder Online, you may return any item in its original, unused condition, with proof of purchase for a full refund or exchange within 14 business days from delivery (except in the case of damaged and faulty items). Please refer to our Return Policy.
Orders and Purchases
WHEN WILL I RECEIVE MY ORDER?
For information on a specific order you've already placed, click here for your Order Status.
Orders are dispatched within 1-2 business days from our Sydney warehouse via International Express. Please note: orders are shipped and delivered on business days only (Monday through Friday, except public holidays).
DO YOU ACCEPT INTERNATIONAL ORDERS?
We’re sorry, esteelauder.co.nz is currently unable to accept orders to be shipped to destinations outside of New Zealand. We apologise for any inconvenience.
IS IT SAFE TO USE MY CREDIT CARD?
At esteelauder.co.nz, 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 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.co.nz as legitimate email, ensuring that all future correspondence regarding your esteelauder.co.nz order will be accepted. If you have further questions, please contact us at 0800 352 822. Some helpful tips:
IF YOU USE GMAIL
1. Open the email message
2. Click the "Add to Address Book" link on the far right.
3. The address will be automatically entered into your Gmail Address Book.
IF YOU USE YAHOO
1. Open the email message
2. Click the "Add to Address Book" link on the far right.
3. The address will be automatically entered into your Yahoo! Address Book.
IF YOU USE HOTMAIL
1. Open the email message.
2. Click "Save Address(es)" at the top of the message header.
IF YOU USE MSN
1. Open the email message.
2. Click "Save Addresses" on the right.
3. Select the check box next to the address you want to save. You can also make changes to the contact information.
4. Click "Save."
I AM SWITCHING INTERNET SERVICE PROVIDERS. HOW CAN I BEGIN RECEIVING SPECIAL OFFERS AT MY NEW EMAIL ADDRESS?
If you are a registered member of esteelauder.co.nz, you can easily change any of your personal information on esteelauder.co.nz by signing in, clicking on "My Account" and following the onscreen instructions. Click here to change your email address now. If you are not yet a registered member, we recommend that you sign up for our free email newsletter. You'll hear about free samples, free shipping and other special offers. And you'll be among the first to know about the latest launches and looks. It's free, fun and absolutely fabulous—click here to sign up today.
Where is my order?
How do I change or cancel my order?
Unfortunately, we cannot change or add to an online order once payment has been received.
Please contact us within 1 hour of order placement on 0800 352 822 and we will do our best to accommodate your request to change or cancel your order.
Can't find the answer you are looking for?
Go to our email submission form, or call us toll free at 0800 352 822 and Contact Us directly.
Pre Order FAQs
WHAT DOES "PRE-ORDER" MEAN?
From time to time, you may see a product labelled as “Pre-Order” on www.esteelauder.co.nz. This indicates that the product is an upcoming new release that is not currently available for shipment, but can be ordered now for future shipment. Pre-Order item(s) can be added to your cart, purchased, and returned or exchanged like any other item.
WHAT SHOULD I EXPECT WHEN I PURCHASE A "PRE-ORDER" ITEM?
After your pre-order purchase, you will receive a confirmation email indicating the pre-order item(s) purchase and the estimate payment and shipment date for these item(s).
Once the pre-order item(s) are available for shipment, you will be assigned an order confirmation number which will be reflected in your account order history. If you chose to pay for the pre-order item(s) via credit card, your card will be authorised and charged at this time.
If we are unable to process payment for your pre-order, you will be notified of your order’s suspension via email and requested to update your payment information. If we cannot process payment on the second attempt, your will be notified via email of your order cancellation.
Once the pre-order item(s) ship, you will receive a shipment confirmation email.
If we are unable to ship your product by the estimated ship date, we will provide you with a notice and, if desired, you will have an option to cancel your pre-order.
CAN I PURCHASE PRE-ORDER ITEM(S) ALONG WITH IN-STOCK ITEM(S)?
Yes, you can add Pre-Order item(s) to your shopping cart along with in-stock product(s), and you will only need to check out once to purchase all of these items. However, your Pre-Order item will be charged and shipped separately from your in-stock product(s).
WHAT FORMS(S) OF PAYMENT CAN I USE TO PURCHASE A PRE-ORDER ITEM?
Pre-Order item(s) can only be purchased using a debit or credit card. Gift Cards, Afterpay and PayPal are not accepted for Pre-Order Products.
Please note that in order to purchase a Pre-Order item using a credit card, you must have or create a registered esteelauder.co.nz customer account and save your credit card information to file. This will allow us to charge your credit card for the Pre-Order purchase at the time of shipment. More information about how Estee Lauder New Zealand Online protects your saved credit card information can be found here.
WHEN WILL I BE CHARGED FOR A PRE-ORDER PURCHASE?
You will be charged for your Pre-Order item(s) at the time of shipment, which will likely occur before your item(s) are delivered. Please note that if you purchased a mix of in-stock and Pre-Order items, each shipment will be charged separately.
WHAT IF MY SAVED CREDIT CARD BECOMES INVALID AFTER I PLACE A PRE-ORDER?
If your saved credit card becomes invalid after your Pre-Order is placed, but before the Pre-Order is assigned an Order Confirmation Number, please save a new credit card in Your Account as soon as possible. If there is no valid saved credit card at the time that the Order Confirmation is assigned, your Pre-Order will be cancelled.
HOW CAN I CANCEL OR EDIT OR MODIFY A PRE-ORDER PURCHASE?
You can check the status of your pre-ordered items online at www.esteelauder.co.nz by contacting Estee Lauder New Zealand Online Customer Care here. Please also contact Customer Care If you need further assistance or wish to cancel or make a change to your Pre-Order before it is assigned an order confirmation number.
Please note that any modifications to your Pre-Order, including changes to your shipping address or payment method, must be made by cancelling your original Pre-Order and placing a new Pre-Order with the updated information and is subject to inventory availability at the time of the new Pre-Order.
WHAT SHIPPING OPTIONS ARE AVAILABLE FOR PRE-ORDER?
We are pleased to inform you that all Pre-Order items will be shipped for free via international express shipping. If you purchase a mix of in-stock items and Pre-Order items, your in-stock item(s) will be subject to the standard Estee Lauder New Zealand Online Shipping Policies. Any additional shipping offers will be applied to your in-stock item(s) only.
ARE PRE-ORDER ITEMS ELIGIBLE FOR PROMOTIONAL OFFERS?
Unfortunately, Pre-Order items are not eligible for promotional offers. If you purchase a mix of in-stock items and Pre-Order items, you will be able to apply an available promotional offer to the in-stock item(s) only, assuming those item(s) meet the criteria for that offer.
CAN MY PRE-ORDER ITEM(S) BE GIFT WRAPPED?
Unfortunately, Pre-Order items cannot be gift wrapped at this time.
DOES YOUR COMPANY TEST ON ANIMALS?
At The Estée Lauder Companies, the safety of our consumers is our highest priority. We utilise the latest advances in non-animal safety testing and human volunteer testing to deliver products of the highest safety and quality to our consumers. We do not test our products or ingredients on animals, or ask others to test on our behalf, except where required by law. We are proud that we were one of the first cosmetic companies to establish that cosmetic safety can be demonstrated by non‐animal testing methods. There are, however, still some countries that believe they need to conduct or require animal testing in order to validate the safety of cosmetic ingredients or products. Our Company and all of our brands remain dedicated to the elimination of animal testing on all cosmetic products and ingredients worldwide. We believe that animal testing should not be needed to validate safety of cosmetic products or ingredients and we are encouraging the use of alternatives and the elimination of such animal testing globally.
WHERE CAN I BUY ESTÉE LAUDER PRODUCTS?
Estée Lauder products are available at select locations across New Zealand and around the world. To find an Estée Lauder Counter near you in New Zealand, click here to visit our Store Locator. And of course you can shop online right here at esteelauder.co.nz.
HOW DOES ESTÉE LAUDER CONDUCT PRODUCT SAFETY TESTING?
Consumer safety has always been a top priority at The Estee Lauder Companies Inc. We are committed to selling only safe products and work diligently to ensure that our formulations and packaging meet our exceedingly high standards and comply with applicable regulations in every country in which our products are sold. The Estée Lauder Companies is committed to ensuring the safety of our products and the well-being of our consumers. The ingredients used in our products have been tested and found to be safe when used as intended. Our strict product safety process includes review, evaluation and testing of ingredients and finished products. We continually reference peer-reviewed scientific research and evaluate our use of ingredients consistent with prevailing scientific opinion, related regulations, and our commitment to bringing our consumers high-quality, innovative products that comply with regulations everywhere in the world where we do business.
How do I find the right foundation shade and formula for me?
To find your perfect match, it is important to consider your skintone, desired coverage and finish. Use our Foundation Finder to find your perfect match.
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 colour (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. Use our Foundation Finder to find your perfect match.
How do I determine the right skincare routine for me?
Based on six key skincare concerns, Estee Lauder created customised skincare systems – a combination of repair and moisturiser products – to target each concern. These systems are called Beautiful Skincare Solutions. You can learn more about each line and find your best fit by visiting our skincare concerns pages.
How do I know if Beautiful Skin Solutions or the Re-Nutriv Skincare products are right for me?
Beautiful Skin Solutions are targeted to your specific concern with high performance products, advanced science and proven results. Re-Nutriv is our luxury line of SuperCremes, which combines repair and moisturising benefits in one formula.
Ageing skin and breakouts, do you have skincare to help both?
Yes, we do! This is a concern for many and Estee Lauder has highly effective anti-ageing products that are also oil-free. Advanced Time Zone Age Reversing Line/Wrinkle Crème SPF15 (Anti-Wrinkle Beautiful Skin Solutions) and Resilience Lift Firming/Sculpting Face and Neck Crème SPF15 (Lifting/Firming Beautiful Skin Solutions) are just two available options.
I use moisturiser, do I need a serum?
Yes, we suggest using a serum day and night before applying your moisturiser. Serums are highly concentrated, provide immediate and long term results as well as boost and support the natural functions in the skin. Moisturisers help rebuild skin’s protective barrier and feature anti-ageing technologies to target specific concerns.
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.
Do your moisturisers have SPF?
We have high performance moisturisers with and without sunscreen. To view our range of moisturisers click here.
Do you offer Gift With Purchase and special offers online?
Yes, we do! If you do not see information regarding a promotion on our site, visit the Special Offers page on our site at esteelauder.co.nz or Contact Us via email, phone or chat for assistance. We also welcome you to visit our Store Locator for local Estee Lauder contact information, to enquire about promotions in your area.
HOW CAN I FIND OUT ABOUT ESTÉE LAUDER FREE GIFTS/GIFT TIME?
Everyone loves an Estée Lauder gift! These precious collections often include sample sizes and even full-sizes of Estée Lauder favourites. They're a great way to try new products or enjoy travel sizes. And it's all yours free when you make an Estée Lauder purchase. *To find out about upcoming Estée Lauder Gift promotions in your area, click here to visit our Store Locator.
To hear about exclusive gifts online at esteelauder.co.nz, click here and sign up for our email newsletters.* Minimum purchase price varies. One gift to a customer, please, per event. Offer good while supplies last. Quantities limited.
Weddings and Events
DO YOU OFFER BRIDAL OR PRIVATE APPOINTMENTS?
Whether it's your wedding, a fancy office party, or a romantic anniversary dinner, we'd be happy to help make your special event a truly beautiful one. For more in-depth bridal consultations and makeovers, please note that each store has its own policy, based on a variety of factors including scheduling and availability. Therefore, it is always advisable to call the Estée Lauder Counter to enquire about whether the service is available and to set up an appointment well in advance of your wedding date. This will ensure that time is set aside for you and your Estée Lauder Beauty Advisor to have a one-to-one discussion about your individual makeup needs. Click here to visit our Store Locator.
CAN ESTÉE LAUDER PROVIDE SAMPLES FOR MY CONFERENCE, SEMINAR, BRIDESMAIDS, OR PARTY, OR SO THAT I CAN TRY PRODUCTS BEFORE PURCHASING?
We're sorry, samples are not available for general distribution upon request. Periodically, sample offers are made to our registered members. We invite you to register with esteelauder.co.nz today to begin enjoying all of the benefits of being a registered member. Please click here to learn more and to sign up.
If you desire to "try before you buy," please know that it is our policy to accept returns or exchanges. If for any reason you are not satisfied with a product purchased at esteelauder.co.nz, simply return the unused portion to us for exchange or refund.
CAN I GET A JOB AT ESTÉE LAUDER?
We are always in search of bright, energetic individuals to represent Estée Lauder. To learn more about the exciting opportunities available at the Estée Lauder Counter, please visit our Careers page: Careers at Estée Lauder