Customer Service - FAQs

Returns or exchanges for purchases made in an Estée Lauder retail store or department store counter location may not be returned to esteelauder.com.my. If the item you wish to return was not purchased through esteelauder.com.my, 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 Communications Department at info@esteelauder.com.my for assistance.

Returns or exchanges for purchases made online may not be accepted for return or exchange at an Estée Lauder Counter. At esteelauder.com.my, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your esteelauder.com.my 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.

If for any reason you are not completely satisfied with your Estée Lauder Online purchase, simply return the unused portion and we will be happy to remit your account for the full amount of the purchase or exchange for another item. If you wish to return or exchange an item purchased through EstéeLauder.com.my, please click here for step by step directions.

For information on a specific order you've already placed, click here for your Order Status. Otherwise, read below for general details:

Most orders shipped via Standard Delivery are processed and shipped in 1 - 2 business days, depending on product availability.
Most orders shipped via Standard Service are delivered within 3 - 5 business days (West Malaysia) and 3 -7 business days (East Malaysia) from the order's ship date. Orders cannot be shipped to P.O. Box addresses.

Only available for Kuala Lumpur and Petaling Jaya. Orders must be placed by 12.00PM on same business day. Same Day Delivery orders placed after 12:00PM will be processed and shipped the next business day. Orders cannot be shipped to P.O. Box addresses.

Delivery on a date of your choice, subject to availability and excluding Sundays and national holidays. For regional holidays, your order will be delivered on the next working day. Orders shipped via Overnight Service are delivered within 1 business day from the order's ship date. Orders cannot be shipped to P.O. Box addresses.

We do not ship to P.O. Box addresses.

We currently accept orders for delivery within Malaysia only. We apologize for any inconvenience.

At esteelauder.com.my, 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)

You may submit your order via telephone at 1-800-222-009. Our Online Service Experts are available from 8:15am till 5:15pm (Mon-Fri).

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.my as legitimate email, ensuring that all future correspondence regarding your esteelauder.com.my order will be accepted. If you have further questions, please contact us at 1-800-222-009. Some helpful tips:

IF YOU USE AOL

1. Open the email message.
2. Click "Add to Address" icon.
3. The name and email address from email are pre-populated in the Add Contact pop-up. Verify that the information in these fields is correct.
4. Click "Save.

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
4. Open the email message.
5. Click "Save Address(es)" at the top of the message header.IF YOU USE MSN
6. Open the email message.
7. Click "Save Addresses" on the right.
8. Select the check box next to the address you want to save. You can also make changes to the contact information.
9. Click "Save."

If you are a registered member of esteelauder.com.my, you can easily change any of your personal information on esteelauder.com.my 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.

You can access your order status and history by signing in and viewing in your account. You may also reach us for status updates, at toll-free 1-800-222-009, email us (Monday to Friday 8:15AM - 5:15PM)

Please contact us within 1 hour of order placement via our toll-free number, 1-800-222-009 and we will do our best to accommodate your request to change or cancel your order.

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. For assistance in locating a discontinued product for purchase, email us at info@esteelauder.com.my for further assistance.

Go to our email submission form, or call us toll free at 1-800-222-009 and Contact Us directly.

Estée Lauder has a strong belief that cosmetic animal testing is not necessary and should be eliminated worldwide. We do not test on animals and our company is helping to bring about change in countries where animal testing is conducted on cosmetics as required by law. Read further here.

Estée Lauder products are available at select locations across the Malaysia and around the world. To find an Estée Lauder Counter near you in Malaysia, click here to visit our Store Locator. And of course, if you are a Malaysia resident, you can shop online right here at esteelauder.com.my.

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.

To find your perfect match, it is important to consider your skintone, desired coverage and finish. You may email us at info@esteelauder.com.my for further assistance. If you prefer to explore on your own, visit our Foundation Finder, available 24/7.

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).

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. If you are still unsure, please email us atinfo@esteelauder.com.my for further assistance.

Based on six key skincare concerns, Estee Lauder created customized skincare systems – a combination of repair and moisturizer 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 Finder.

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 moisturizing benefits in one formula.

Yes, we do! This is a concern for many and Estee Lauder has highly effective anti-aging products that are also oil-free. Advanced Time Zone Age Reversing Line/Wrinkle Crème Oil-Free Broad Spectrum SPF15 (Anti-Wrinkle Beautiful Skin Solutions) and Resilience Lift Firming/Sculpting Face and Neck Crème Oil-free Broad Spectrum SPF15 (Lifting/Firming Beautiful Skin Solutions) are just two available options.

For assistance with locating a product that has been discontinued, please contact our Gone But Not Forgotten Program via email at info@esteelauder.com.my or telephone at 1-800-222-009 between 9am and 5pm ET, Monday through Friday.

Yes, we suggest using a serum day and night before applying your moisturizer. Serums are highly concentrated, provide immediate and long term results as well as boost and support the natural functions in the skin. Moisturizers help rebuild skin’s protective barrier and feature anti-aging technologies to target specific concerns.

Yes, you may layer your favorite Estee Lauder eye crème over Advanced Night Repair Eye Serum for advanced repair benefits, both day and night.

Our How-To Video collection for specific techniques such as the Simple Smokey Eye. Learn how to apply a full face in just 3 Minutes.

A fragrance choice is a personal one and that’s why we have experts on hand to assist.

We have high performance moisturizers with and without sunscreen. To find the one that is right for your needs, learn more here

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.com.my or CONTACT US via email or phone for assistance. We also welcome you to visit our Store Locator for local Estee Lauder contact information, to inquire about promotions in your area.

Everyone loves an Estée Lauder gift! These precious collections often include sample sizes and even full-sizes of Estée Lauder favorites. 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.com.my, click here and sign up for our email newsletters.* Minimum purchase price varies and is exclusive of taxes and other charges. One gift to a customer, please, per event. Offer good while supplies last. Quantities limited.

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

For employment opportunities within our corporate office, please send a cover letter and resume to info@esteelauder.com.my .
Our Human Resources Department will review submitted information. Thank you for understanding that we can only respond if there is a position available that is suited to your qualifications.