We hope you love your order. If you’re not completely satisfied, you may return eligible items purchased from La Mer Online within 14 business days of delivery for a refund or exchange. To qualify for a return:
• Items must be unused and in original condition
• Proof of purchase is required
• Returns must be made within 14 business days of delivery

Please note that refunds exclude any initial delivery charge and gift wrap charge, if applicable (except in the case of damaged and faulty items - see below). We cannot accept items that we reasonably believe have been used, except those covered under our Perfect Match Guarantee. Your rights under this policy are in addition to your rights under the Australian Consumer Law.

If you made your purchase through a partnered retailer (Adore Beauty, David Jones, Mecca or Myer) 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.

For all returns below, please contact consumer care HERE.

1. Ordered Incorrect Item
If you change your mind about your purchase, we’re happy to accept your return, provided the following:
• The item is unopened, unused, and in original packaging.
• If the purchase included a Gift with Purchase (GWP), the gift must be returned along with the purchased item. If the gift is not returned, your refund may be reversed or denied upon inspection, and the items will be sent back to you.
• Returns must be made within 14 business days.

2. Faulty/Damaged
If you believe your item is faulty or was damaged in transit:
• Contact us within 14 business days of delivery
• Provide clear photos of the fault and packaging

Our team will assess and advise whether a replacement, exchange or refund will be provided

3. Incorrect Colour Match
If your selected shade isn’t the right match, and your request is in line with our Perfect Match Guarantee, then please contact our Consumer Care team:
• Please include the shade you originally purchased and the shade you would prefer instead
• Our team will review your request and guide you through the next steps for an eligible exchange.

Free Gifts:
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.

Returned to Sender Parcels:
Any orders that are undelivered and Returned to Sender will be issued a full refund less any shipping fees once the items are received back at our warehouse. Please note that we are unable to resend returned orders, and a new order will need to be placed.

Return Processing Timeframes
Once your item(s) have been delivered to our warehouse, please allow up to 7 business days for our Returns Team to process your exchange or refund. You will be contacted once this has been completed.