Customer Service - FAQs
Due to the Chinese New Year holidays, there will be changes on the shipping timetable.
24th January 12noon
All delivery will be back to standard schedule on 31st January 2017.
CAN I RETURN AN ITEM PURCHASED IN A STORE TO ESTEELAUDER.COM.MY?
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 firstname.lastname@example.org 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.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.
Can I return or exchange an item?
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.
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. Otherwise, read below for general details:Standard Delivery
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.Named Day Delivery
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.
DO YOU ACCEPT ORDERS SHIPPING TO APO/FPO/DPO or PO OX ADDRESSES?
We do not ship to P.O. Box addresses.
DO YOU ACCEPT INTERNATIONAL ORDERS?
We currently accept orders for delivery within Malaysia only. We apologize for any inconvenience.
IS IT SAFE TO USE MY CREDIT CARD?
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)
WHAT IF I DON'T FEEL COMFORTABLE PROVIDING MY INFORMATION?
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).
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.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
- Open the email message.
- Click "Add to Address" icon.
- 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.
- Click "Save.
IF YOU USE YAHOO
- Open the email message
- Click the "Add to Address Book" link on the far right.
- The address will be automatically entered into your Yahoo! Address Book.IF YOU USE HOTMAIL
- Open the email message.
- Click "Save Address(es)" at the top of the message header.IF YOU USE MSN
- Open the email message.
- Click "Save Addresses" on the right.
- Select the check box next to the address you want to save. You can also make changes to the contact information.
- 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.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.
Where is my order?
How do I change or cancel my order?
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.
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. For assistance in locating a discontinued product for purchase, email us at email@example.com for further assistance.
Can't find the answer you are looking for?
Go to our email submission form, or call us toll free at 1-800-222-009 and Contact Us directly.
DOES YOUR COMPANY TEST ON ANIMALS?
At The Estée Lauder Companies, the safety of our consumers is our highest priority. We utilize 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 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.
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. You may email us at firstname.lastname@example.org for further assistance. If you prefer to explore on your own, visit our Foundation Finder, available 24/7.
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. If you are still unsure, please email us at email@example.com for further assistance.
How do I determine the right skincare routine for me?
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.
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 moisturizing benefits in one formula.
Aging 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-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.
What happens if the product I am looking for is discontinued?
For assistance with locating a product that has been discontinued, please contact our Gone But Not Forgotten Program via email at firstname.lastname@example.org or telephone at 1-800-222-009 between 9am and 5pm ET, Monday through Friday.
I use moisturizer, do I need a serum?
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.
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.
I’m looking for a specific makeup look. How do I learn more about shades and techniques that will work for me?
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.
How do I buy a fragrance online? What if I order a fragrance and do not like it?
A fragrance choice is a personal one and that’s why we have experts on hand to assist.
Do your moisturizers have SPF?
We have high performance moisturizers with and without sunscreen. To find the one that is right for your needs, learn more 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.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.
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 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.
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
For employment opportunities within our corporate office, please send a cover letter and resume to email@example.com .
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.