Returns & Refunds
Online Returns and Cancellation Policies & Procedures
Date of Last Update: 13th November 2024
Please note that products purchased between 1st November 2024 and 11th December 2024 with a valid receipt can be returned up to 11th January 2025. You will have the usual 30 days to return orders placed from 12th December.
Products excluded from this are:
• Gift cards
• Booking Fees
• Personalised goods
• Services
This does not affect your statutory rights.
How do I make a return?
Free returns
To return your online order to us free of charge, please:
- 1. Print and complete our returns note which can be found here:
Returns Note - 2. Re-package your items safely, including the completed returns note
- 3. Follow the instructions on www.royalmail.com to receive your returns label
Alternatively, you can carry out your own return using a courier of your choice, but please note that any postage costs obtained via independent return will not be reimbursed. RETURN ADDRESS: Estée Lauder Companies, Constellation House, 3 Kiteʼs Croft Business Park, Warsash Road, Fareham, Hants. PO14 4FL.
Other options
To make an independent return, please print and complete our Returns Note which can be found here. Make sure it is included in your return, then send the goods to the following address:
Estée Lauder Companies
3 Kites Croft Business Park
Warsash Road
Fareham
PO14 4FL
Note: Any postage cost obtained via independent return will not be reimbursed.
Please ensure you obtain a proof of postage when you return the item(s) to us (make sure you keep a copy of the proof of postage in case we do not receive the returned parcel, as we cannot accept liability for returned goods lost in transit).
How long do I have to return an item?
We hope that you are delighted with your order, but if for some reason you are not, you can return it for free within 30 days.
When will I get my refund?
Please allow 14 working days from the date your order is returned for your refund to be processed. Products ordered with a valid receipt can be returned for a refund up to 30 days following their purchase date.
The refund will be processed to the original payment method used to place the order.
We advise that all online returns can be made using the complimentary returns service as indicated in 1. Free returns. This includes any faulty or damaged goods. If for any reason you wish to use an alternative returns method to the complimentary service provided, this may incur an additional charge, which will be at your own expense and not applicable for reimbursement.
Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Can I return an online order in store?
Alternatively online orders can be returned at any Bobbi Brown store (excluding department stores and airports) with your original order confirmation. Online orders will not be able to be returned in store if you paid by PayPal, Clearpay or Klarna.
Can I exchange an item?
Unfortunately we do not offer exchanges. However, if you change your mind after receiving your order, you may return it and place a new order for the right item. Please note, the original product must be unused in order to get a refund.
What if I received a faulty item?
In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered please notify us as soon as possible via Web Messaging.
Please provide the order number and ensure that you keep the box, packing materials including packing note and all items received for inspection.
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Cancellation rights
As you are a consumer and have made an order online you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund within 14 working days from the date we receive your return.
Your right to return goods does not apply to goods:
• Made to your specification or which have been clearly personalised (e.g. by being engraved) or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
• If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the MAC website or in a MAC store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
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