Customer Service - FAQs

The Estée E-List Australia loyalty program is your front row seat to the best in beauty. Hollywood may have its A-list, but when it comes to beauty, there’s only one list you want to be on: the Estée E-List. Receive instant access to e-xclusives and e-rresistibles. Accumulate points, unlock rewards and enjoy more e-mazing treats and experiences. And this is only the beginning….

You can join the Estée E-List Australia loyalty program by signing up at esteelauder.com.au/elist and following the prompts to register. In order to sign up, you must provide your name, and email address. To enjoy the full benefits of the program, you will also need an account. If you do not have an account, you can create one by providing your name, gender, date of birth, mailing address, mobile phone and creating a password. There is no cost to join.

The Estée E-List Australia loyalty program is available to individuals who are legal residents of Australia and at least 18 years of age or older and who provide and maintain a valid email address. Employees of The Estée Lauder Companies and individuals employed by our business partners or vendors are eligible for membership for personal use only, but may be excluded from certain program benefits.

By becoming an Estée E-List Australia loyalty member, you agree that you have read, understood and agree to be bound by the Program Terms & Conditions and by the terms of our Privacy Policy (as may be modified in accordance with the terms of those documents).

Please refer to the Estée E-List Australia Loyalty Program: Terms & Conditions of Participation for the full list of program terms.

The Estée E-List Australia is a loyalty program that rewards customers for purchasing Estée Lauder products and participating in certain brand experiences. It is a tier-based program determined by the number of points a member has earned within a single year on eligible purchases and through qualifying activities, beginning on the date when you enroll. There are 3 tiers with associated benefits:

When you join, you’ll automatically be placed in Tier 1, Be Excited and be eligible for all the benefits Tier 1 members receive. Once you earn at least 250 points in your first year, you’ll be automatically moved up to Tier 2, Be Enthusiastic. If you earn 500 points or more in your first year, you’ll qualify for Tier 3, Be Envied.

Your status in a particular tier is good for the year in which you qualify for that tier and the following full year. After that, you’ll need to earn enough points to qualify for that tier each year. For example, if you qualify for Tier 2, Be Enthusiastic, during your first year, you’ll maintain Be Enthusiastic status during your second year. But, if you earn less than 250 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Be Excited status on your second anniversary date.

The higher the tier, the better the benefits.

As a member, you earn points that determine your points benefits plus tier levels and tier benefits.

Points Benefits: At different point levels you will unlock rewards that can be used in conjunction with a purchase on esteelauder.com.au These rewards are based on the number of points you have accumulated in a single year as listed below and are valid for one time redemption per year. You must redeem your unlocked rewards prior to your anniversary date, or the available rewards will expire. On your anniversary date, your points reset to zero (0) and you start accumulating new points and unlocking new rewards. You may only redeem one points benefit reward per order. Points benefits cannot be combined with other site-wide promotional offers (e.g., other discounts, free sample offers, free product offers, etc.).

• Welcome/Anniversary Gift: 2 deluxe samples (valid when you enroll in the E-List and each year, beginning on your anniversary date).
• A$15 discount with purchase* (valid at 250 points and above, once a year).
• Free standard shipping with purchase (valid at 300 points and above, once a year).
• Free Full-Size Product with purchase (valid at 400 points and above, once a year and only applicable to one of the eligible products on the Program).
• A$25 discount with purchase* (valid at 500 points and above, once a year).
• Free express shipping with purchase (valid at 550 points and above, once a year).
• Free Full-Size Product with purchase (valid at 650 points and above, once a year and only applicable to one of the eligible products on the Program).

*Not valid for facial services/ packages, purchase of Gift Cards, eGift Cards, redemption items, checkout and deluxe samples, gift with purchase, sales tax, discounts, shipping and delivery charges, and/or other excluded charges and/or products as specified by us from time to time, including, but not limited to, certain discounted products and reduced price promotional sets.

Tier Benefits: Certain benefits are based on tier level achieved and you are eligible for these benefits while you are in that tier regardless of the number of points you currently have. Tier benefits can only be redeemed on esteelauder.com with the exception of exclusive in-store member events and VIP events or as otherwise noted. On your anniversary date, even though your points reset to zero (0), your initial tier status for the year is determined by the number of points earned in the prior year.

Tier 1, Be Excited: 0–249 points

• Birthday Gift*: 4 deluxe samples products with a purchase, (valid once per year).
• Free Standard Shipping on orders over A$100 (with purchase, once a year).
• Free Returns and exchange for your perfect shade (Perfect Match Guarantee [https://www.esteelauder.com.au/customer-service-returns]).
• On-site Deluxe Samples on orders over A$100 (with purchase).
• Early Access to Events and Products.

Tier 2, Be Enthusiastic: 250–499 points

• All Tier 1 benefits.
• Double Points Events (with purchase).
• Exclusive Online Events (with purchase, per invitation).
• Exclusive In-Store Member Events (with purchase, per invitation).

Tier 3, Be Envied 500 points and above

• All Tier 1 and 2 benefits.
• Product Trial Team under which you will receive a deluxe sample for review prior to selected launches (with purchase, per invitation).
• VIP Member Events (with purchase, per invitation).

*During the month of your birthday, you can redeem your Birthday Gift on the Site with a purchase and by providing your offer code, which will be visible within your account profile if you have provided your birth date. You must be logged into your Program account to redeem your Birthday Gift. There is a limit of one Birthday Gift per member per year, and Birthday Gifts cannot be transferred, delayed, exchanged or returned. Birthday Gifts cannot be combined with any Program discount offers or product rewards or with other Site-wide promotional offers (e.g., other discounts, free sample offers, free product offers, etc.).

To earn points, you must be enrolled in the Estée E-List Australia within thirty (30) days of the date of purchase. Estée E-List Australia members receive 1 point for every A $1 spent on eligible purchases on esteelauder.com*. Eligible purchases include regular priced merchandise and exclude facial services/ packages, Gift Cards, eGift Cards, redemption items, checkout and deluxe samples, gift with purchase, sales tax, discounts, shipping and delivery charges, and/or other excluded charges and/or products as specified by us from time to time.

Members will not receive points or benefits from retail purchases made at department stores, specialty stores, airport stores and retail stores (even if owned by Estee Lauder). Purchases made outside of Australia are also not eligible for the Estée E-List.

In addition to these purchases, here are more ways to earn points at esteelauder.com.au:

• Earn 10 points when completing the profile (one time only).
• Earn 15 points for writing product reviews about products that you purchase that get published (to earn points, you must be logged in to your Program account when you purchase the reviewed product at the Site) for a maximum of 4 published reviews a year).
• Earn bonus points for purchases made on the Site during exclusive Double Points events.

Members must be logged-in to their Estée E-List Australia account in order to earn points.

* All points are pending until 7 days after your order ships, at which time they are fully matured.

Points are valid for one year from your Estée E-List Australia anniversary date. On your anniversary date each year, your points reset to zero (0) and you start accumulating new points’ benefits and unlocking new rewards, starting with a Welcome/Anniversary gift with an online purchase

On your anniversary date, even though your points reset to zero (0), your tier status is determined by the number of points accumulated in the prior year.

This is the anniversary of the date when you enrolled in the Estée E-List Australia loyalty program, and occurs on a 12-month cycle. For example, if you joined the Estée E-List Australia on November 15, 2019, your anniversary date would be November 15, 2020, and every November 15 of each year following.

Your anniversary date is shown in your Estée E-List loyalty account page.

In year one of your Estée E-List Australia membership, your tier status is determined by the points you accumulate during that first year. After year one on your anniversary date, your points reset to zero (0), and you can start earning points benefits again. While your points reset after year one, your initial tier status for the year is determined by your points accumulated each prior year of membership, and you are eligible for those tier benefits regardless of the number of points you have.

You can check your Estée E-List Australia account status by visiting your account online at esteelauder.com.au where you can track your current points, Tier and available benefits. All points are pending until 7 days after your order ships, at which time they are fully matured.

It may take up to seven (7) days from the time your order ships, for points for eligible purchases to post to your account. It may also take up to seven (7) days for points for other Estée E-List activities to post to your account.

Any product that is returned or any order that is cancelled will reverse the points you received from that purchase. Your level (Be Excited, Be Enthusiastic or Be Envied) will remain the same.

If it is found that an order is obtained through fraudulent or other activity that violates the Estée E-List Australia Terms & Conditions, those points and your tier status, if applicable, will also be reversed.

Your Estée E-List Australia offers and rewards can be redeemed on esteelauder.com.au at checkout with your purchase. All purchases in which a loyalty benefit is redeemed is a minimum purchase of $50 AUD. You will find your eligible offers and rewards (with offer codes if applicable) listed in your personal account. Details on event rewards will be provided for each event when the time comes.

Rewards can only be redeemed when making a purchase on esteelauder.com.au unless specified in special online events. You must be logged in to your Estée E-List account to use your benefits.

During the month of your birthday, you can redeem your Birthday Gift on esteelauder.com.au with a purchase and by providing your offer code, which will be visible within your account profile if you have provided your birth date. You must be logged into your Estée E-List Australia account to redeem your birthday gift. You must redeem your Birthday Gift by the last date of your birth month, otherwise the offer will expire. There is a limit of one Birthday Gift per member per year, and Birthday Gifts cannot be transferred, delayed, exchanged or returned. Birthday Gifts cannot be combined with any E-List points benefits discount offers or free product rewards or with any other site-wide promotional offers (e.g., other discounts, free sample offers, free product offers, etc.)

• At 400 points, you are eligible for a Free Full-Size product with a purchase on esteelauder.com.au. You can unlock this reward by logging into your E-List account online. To receive it, choose one of the eligible products on your Estée E-List Australia account page and add it to your bag. If not used before your anniversary date, this offer will expire.
• At 650 points, you are eligible for a Free Full-Size product with a purchase on esteelauder.com.au. You can unlock this reward by logging into your E-List account online. To receive it, choose one of the eligible products on your Estée E-List Australia account page and add it to your bag. This offer is only available when you have 650 or more points and must be redeemed before your anniversary date, at which time your points reset to zero (0) and the offer expires

• Free Standard Shipping on esteelauder.com.au is offered to all Estée E-List Australia members who have earned 300 or more points in any given year, on orders over A$100 and once a year. You must select “Standard” shipping at checkout and be logged into your Estée E-List Australia account.
• Free Express Shipping on esteelauder.com.au is offered to all Estée E-List Australia members who have earned 550 or more points in any given year and once a year. This benefit is available for the remainder of the calendar year. You must select “Express Shipping” at checkout and be logged into your Estée E-List Australia account.

From time to time, Estée E-List Australia members will be offered early access to shop select products before they are offered for sale to the general public. Qualifying members, who have opted in to receiving E-List marketing emails, will receive email invitations when these offers are made available. Members must login to their accounts to redeem this benefit. These offers are available for a limited time and while supplies last.

Products received as a reward (e.g., birthday gifts, free full-size products, etc.) cannot be returned (unless they are defective), and cannot be exchanged for money or any other products or points.

Yes. Points expire on your anniversary date, at which time they reset to zero (0).

Points benefits are available based on the number of points you have accumulated. They are valid for one time use on esteelauder.com, and they expire on your anniversary date.

Tier benefits are valid for as long as you are in a specific tier. If you move down a tier, your benefits change accordingly.

After year one on your anniversary date, your points reset to zero (0), and you can start earning points benefits again. While your points reset each year on your anniversary date, your tier status is determined by your points earned in each prior year of membership. Your status in a particular tier is good for the year in which you qualify for that tier and the following full year. After that, you’ll need to earn enough points to qualify for that tier each year. For example, if you qualify for Tier 2, Be Enthusiastic, during your first year, you’ll maintain Be Enthusiastic status during your second year. But, if you earn less than 250 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Be Excited status on your second anniversary date.

Yes. You must log-in to your Estée E-List Australia account and make a purchase within twenty-four (24) months to remain an active member. Membership will expire if a member is inactive for a period of twenty-four (24) months or more.

Yes. We may cancel, modify, restrict or terminate the Estée E-List Australia or any aspect or feature of this loyalty program from time to time. We will use reasonable endeavours to provide advance notice to you of any material changes to or cancellation, modification or restriction of this program in writing or by posting it on esteelauder.com.au or our other channels. You should review the Program Terms & Conditions and these FAQs frequently to understand the terms and conditions that apply to the Program. The date of the latest update to the Program Terms & Conditions and these FAQs will be stated clearly on esteelauder.com.au and the changes made by that update will only apply from the specified date.

Estée Lauder can terminate any member for any failure to comply with the Estée E-List Australia Terms & Conditions and/or our website Terms & Conditions and for other reasons set out in the Estée E-List Australia Terms & Conditions.

If your membership is terminated or expires, points and benefits in your account will automatically terminate.

If you decide you no longer want to be a part of the Estée E-List, you can opt-out in your account on esteelauder.com.au

You can update your information by visiting your account online at esteelauder.com. You have the right to access your personal information and the right to correct and/or update your personal information within your account. For more information, see the Estée E-List Australia Terms & Conditions and Estée Lauder Privacy Policy

If you have questions related to your membership account, please contact Customer Service by phone at 1800 613 783 or fill in the customer care form at https://www.esteelauder.com.au/customer-service-contact-us.

You can reset your password on esteelauder.com.au by selecting ‘Forgot My Password’ at the login page.

No. Neither accounts nor Estée E-List Australia points and benefits may be shared or combined. Only the member paying for the products may accumulate points and benefits.

No. Points and benefits earned through the Estée E-List Australia have no cash value, are non-transferable, and you have no property rights in the points and benefits. Products received as an Estée E-List Australia reward cannot be exchanged for money or any other products or points.

Yes. See response to question 24 above regarding modifications to the Estée E-List Australia program

See response to question 24 above regarding modifications to the Estée E-List Australia program. We may place limits on the number of purchases or activities that are eligible for the Estée E-List Australia and/or for points and benefits, in any given time period or for the duration of the Estée E-List Australia, and/or any combination thereof.

See response to question 24 above regarding modifications to the Estée E-List Australia program. We may place limits on the number or types of benefits you may receive or earn in any given tier or at any given point level, in a given time period or for the duration of the Estée E-List, and/or any combination thereof.

You can opt out of receiving Estée Lauder emails or Estée E-List Australia Loyalty Account emails at any time by clicking on the link at the bottom of each email communication. Please see our Privacy Policy for more information on managing your email preferences. Estée Lauder emails provide you with news on the latest looks, launches, tips, trends, offers and more. If you opt-out of Estée E-List Australia Loyalty Account related emails, you will no longer receive emails regarding your Estée E-List Australia status or the program benefits or rewards that may be available to you.