CUSTOMER SERVICE
FAQ

To our La Mer community,

Thank you for being part of the La Mer family. As a brand built on hope and perseverance, we want you to know that our first concern is the safety of our community.

cremedelamer.com remains open and we remain committed to health, safety, and support for our communities, online and off, as we navigate through this unprecedented time together.

You will find our latest brand information and updates in the following FAQs.

Take care, stay safe.
#LoveLaMer

CAN I STILL PLACE AN ORDER WITH LA MER?

Yes, you can still shop your favourite products on cremedelamer.com

IS MY LA MER PRODUCT I ORDERED ONLINE SAFE?

Please note that according to information and guidance available from the W.H.O and medical experts, the risk of catching the virus that causes COVID-19 by touching cardboard or other shipping containers is low. Our products are produced and packaged under stringent quality control and safety procedures, with standard comprehensive hygiene and cleaning protocols in place across our manufacturing and distribution channels.

WILL MY LA MER ORDER BE DELAYED?

Our deliveries are taking a little longer than normal at the moment, but we are working hard to get your items to you as soon as possible. Please keep checking your tracking information for the most accurate updates.

I PLACED AN ORDER A FEW DAYS AGO WITH LA MER AND I HAVEN’T RECEIVED A NOTIFICATION OF DISPATCH.

Our deliveries are taking a little longer than normal at the moment, but we are working hard to keep you updated on the status of your order and get your items to you as soon as possible. Once shipped, you will receive a shipping confirmation email with tracking details. Please keep checking this for the most accurate updates. We appreciate your understanding and if you have further questions or concerns please do not hesitate to use our live chat service.

HOW DO I RETURN MY LA MER ORDER?

We hope that you are delighted with your order, but if for some reason you would like to return it, products ordered from 1st March 2020 with a valid receipt can be returned or exchanged up to 90 days following their purchase date. For details on how to return your items please click here

WILL MY LA MER ORDER BE GIFT-WRAPPED?

Gift wrap service is available at "Checkout".

If you wish to have your La Mer Online order gift-wrapped, simply click on the "Gift-Wrap" option during "Checkout" and follow the simple instructions.

Please note: Multiple items within a gift order will be presented as one gift package.

WHAT ARE ESTEE LAUDER COMPANIES DOING TO CONTRIBUTE?

The Estée Lauder Companies is making many thousands of units of hand sanitiser a week at our UK-based manufacturing facility, destined for frontline healthcare professionals and key workers helping those affected by COVID-19.

The Estée Lauder Companies UK & Ireland is also donating thousands of hand cream, body cream and body wash products to express our gratitude to those working under challenging conditions. To find out more about how The Estée Lauder Companies is contributing to Global COVID-19 Relief Support, please visit: www.elcompanies.co.uk/en-GB/news-and-media/newsroom/company-features/2020/covid-19-efforts

WHERE IS MY ORDER?

You may check the status of your most recent order(s) by visiting our Order Status page. This is the easiest and fastest way to get the most current information regarding your La Mer Online orders.

When you click on Order Status, you will be prompted to log in with your email address and password. This Order Status page will provide you with detailed information about your current and past orders. After your order is shipped, your tracking number, if available, will be displayed. To track your order via the carrier's website, you may click on the tracking number to view the delivery status of your order.

Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

For time sensitive requests, such as order cancellations or address changes, please call us on 0808 281 0225 for assistance.

WHAT FORMS OF PAYMENT CAN I USE?

Payments are processed by our secure payment partner, CyberSource. We accept the following forms of payment.

American Express Paypal Debit MasterCard   Maestro Visa Credit Visa Electron

Prefer to place an order by phone? Call us on 0808 281 0225.

HOW DO I CHANGE OR CANCEL MY ORDER?

Occasionally, orders or parts of an order are not accepted or are cancelled by our system for various reasons. Some reasons are:

  • Item(s) not available
  • Difficulty in processing payment information
  • Cannot deliver to address provided
  • Duplicate order was placed

If your order is not accepted or is cancelled by us, you will receive an email to explain the reason. Your original payment method will be refunded for the appropriate amount.

If you wish to change or cancel your order prior to dispatch please call our Customer Services Team on 0808 281 0225 with your order number, to discuss what practical options are available to you. Please note as we generally process orders very quickly and dispatch orders within 1-2 days therefore it may not be possible to prevent your order from being dispatched. If it is possible we will let you know about any changes to the price of the products, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may wish to cancel your order and return your products once received in accordance with our RETURNS POLICY.

HOW DO I RETURN AN ITEM?

We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our La Mer General Terms and Conditions for Online Product Sales.

If you made your purchase through a partnered retail location, such as a department store or airport, 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. Similarly, 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.

Should you have any questions about La Mer, please get in touch via our Live Chat service or by contacting our Consumer Care team on 0808 281 0225.

WHY IS MY FAVOURITE ITEM OUT OF STOCK?

If a basic stock item is unavailable on www.cremedelamer.co.uk it will show as temporarily out of stock, and you can request to receive an email when the product comes back into stock by clicking on the 'Notify Me' button beside the product.

WHY IS MY FAVOURITE ITEM UNAVAILABLE?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. Contact a La Mer Expert and we are happy to assist you in finding a suitable alternative.

WHERE IS MY NEAREST LA MER COUNTER?

Visit our STORE LOCATOR page to locate a La Mer counter near you.

HOW CAN I GET A GIFT CARD?

You can order an Gift card or an eGift card online. The Gift card or eGift card may be presented for payment for purchases online at Cremedelamer.co.uk. This Gift card or eGift card may not be used to purchase merchandise in store.  Neither card may be exchanged or redeemed for cash. For any Gift card r eGift card enquiry, balance enquiry, or to report a lost or stolen card, please call 08081 782063.

WHO WAS DR. MAX HUBER?

Dr. Max Huber was an aerospace scientist who suffered a horrific accident - a routine experiment exploded in his face, covering him with severe chemical burns. Neither science nor medicine offered sufficient promise of help, so Huber decided to help himself. Twelve years and 6,000 experiments later, he perfected the crème that would help give skin a dramatically smoother appearance - Crème de la Mer.

WHAT IS CRÈME DE LA MER'S MIRACLE BROTH?

The highly potent Miracle Broth™ is the heart of Crème de la Mer. A blend of sea kelp, calcium, magnesium, potassium, lecithin, iron, Vitamins, C, E and B12, plus oils of citrus, eucalyptus, wheat germ, alfalfa and sunflower go into the broth, but its "miracle" lies in the way these ingredients are combined - a process called biofermentation. This 3-4 month process results in a whole far greater than the sum of its parts, with the power to transform the skin's appearance.

IS THERE A SPECIFIC WAY I SHOULD APPLY THE CRÈME?

Yes. To activate the Crème's Miracle Broth™ and to release its key ingredients, warm a small amount between your fingertips. As you pat onto clean, dry skin, you will instantly feel the soothing effects of the broth. Smooth over your face, neck, even under the fragile eye area. Apply morning and night.

HOW CAN I FIND OUT ABOUT LA MER SPECIAL EVENTS?

You may sign up to receive the La Mer newsletter from La Mer Online to learn about new products, complimentary delivery and sampling offers and special events in your area.

WHAT SHOULD I DO IF I HAVE A COMPLAINT?

Please visit the Contact Us section if you have a complaint, or email infocdlm@cremedelamer.co.uk.

Alternatively, the European Commission provides a platform for Online Dispute Resolution (ODR) for consumers, which can be accessed at: http://ec.europa.eu/consumers/odr/.

I CAN'T FIND THE ANSWER I AM LOOKING FOR.

Please contact us at 0808 281 0225 and we will be happy to assist you.