We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund or exchange within 14 business days from delivery.

Refunds and Exchanges will be processed within 5 business days upon receipt. Refunds (excluding the initial delivery charge) will be made against the original debit/credit card used. We cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee. In such circumstances, we will notify you that no refund will be available and will returns such goods to be returned to you within 28 days of our notification.

The Returns Process

STEP 1. – Complete the Necessary Documentation
Please click here to print the Returns Form and complete all required details, including the reasons for your return or exchange. Please note that we cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee.

STEP 2. – Return the Product Goods must be returned to us in their original condition at our distribution centre within 14 working days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel your completed Returns Form as well as your Delivery Note. Please be sure to indicate whether you require a refund, exchange or replacement.

STEP 3. – Processing the Return Refunds and exchanges will be processed within 5 business days of receipt. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery. You will receive a confirmation email notification or phone call from our Customer Service Team.

Perfect Match Guarantee

Our Perfect Match Guarantee program is valid for foundation, concealer and powder products listed below:

  • The Concealer
  • The Reparative Tints SPF 30
  • The Soft Fluid Long Wear Foundation SFP 20
  • The Luminous Lifting Cushion Foundation SPF 20

Complete the Returns Form and return with the product to arrange your free return and exchange for your perfect shade. Refunds and Exchanges will only be granted for items which are returned containing a minimum of 85% of the product.

We reserve the right to cancel any order due to unauthorised, altered or ineligible use of offer, and to modify or cancel any promotion due to system error or unforeseen problems. Other restrictions may apply.


If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund. Please notify us immediately by filling out our Contact Us Form.

Please be sure to select ‘An Online Order’ and include your Order Number.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.

Returns for purchases made online will not be accepted for return or exchange at a La Mer counter. Your statutory rights remain unaffected.

You can view the status of your order at any time by visiting the TRACK MY ORDER page.


Monday – Friday. 9am-5pm (AEST)

1800 661 392


Monday – Friday, 9am-5pm (AEST)



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