CUSTOMER SERVICE
RETURNS & EXCHANGES
ONLINE RETURNS & EXCHANGES

We hope that you are delighted with your order. However, if you are not entirely satisfied with your products purchased from La Mer Online, you may return any item in its original, unused condition for a full refund or exchange within 14 business days from delivery (except in the case of damaged and faulty items - see below). Your rights under this Returns & Exchanges Policy are in addition to any rights or remedies you have under law, including the Australian Consumer Law.

If you made your purchase through a partnered retailer (David Jones or Mecca) or an airport location, 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. You can view our list of authorised retail locations here.

Conversely, if you purchased products on the La Mer website, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.

We cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee*.

Refunds and Exchanges will be processed within 8-10 business days after we receive your return. Refunds (excluding the initial delivery charge) will be made against the original payment method used.

All offers including, (samples, gift sets and bags, full size product, discounts) are only offered free of charge when supplied with an authorised and fully completed purchase. Any purchase that is cancelled and refunded, requires the customer to return the purchase including the free of charge item(s). Partially cancelled and refunded purchases require the customer to return the partially cancelled purchase including the free of charge item(s) if the final purchase amount is below the offer qualifier.

An exchange can be made for an item of same or lower value. Please specify the item you wish to exchange for when you return the product.

Return to Sender – if your order has been returned to us, we will email you to confirm your address details. Please allow up to 10 business days for your order to be redelivered. Please note, if your shipping address is a place of business, you need to specify the Business Name for error-free delivery.

The Returns Process
STEP 1. – Complete the Documentation
Click here to access the Returns Portal and complete all required details, including the items you would like in your exchanged order. 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, unused condition at our distribution centre within 14 working days of delivery (except in the case of damaged and faulty items). Please ensure that the returned parcel is properly sealed and that you have completed the details in the Returns Portal. Please be sure to indicate whether you require a refund, exchange or replacement and the product you want in your exchange.


STEP 3. – Processing the Refund
Refunds and exchanges will be processed within 8-10 days of us receiving the item back. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery once the request has been processed. You will receive a confirmation email notification 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 Luminous Lifting Cushion Foundation Broad Spectrum SPF 20
  • The Sheer Pressed Powder
  • The Soft Fluid Long Wear Foundation Broad Specturm SPF 20
  • The Soft Moisture Powder Foundation SPF 30

Click here to access the Returns Portal and return the product to arrange your free return and exchange for your perfect shade. Please indicate in the Returns Portal the shade you would like in your exchanged order. Exchanges will only be granted for items which are returned containing a minimum of 85% of the product within 14 days from delivery.

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.

DAMAGED ITEMS

If the goods you receive are damaged or faulty, we will be happy to exchange the items or offer you a refund. Please notify us immediately by contacting us here.

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 or store. Your statutory rights remain unaffected.

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

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Monday – Friday. 9am-5pm (AEST)

1800 661 392

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+61251335628

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