Customer Service - FAQs

The Estée E-List 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 loyalty program by signing up at esteelauder.ca/elist and following the prompts to register. In order to sign up, you must provide your 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 and creating a password. There is no cost to join.

The Estée E-List loyalty program is available to individuals who are legal residents of Canada and at least the age of majority in their jurisdiction of residence 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 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 and by any changes or modifications we may make.

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

The Estée E-List 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 Level 1, Be Excited and be eligible for all the benefits Level 1 members receive. Once you earn at least 250 points in your first year, you’ll be automatically moved up to Level 2, Be Enthusiastic. If you earn 650 points or more in your first year, you’ll qualify for Level 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 Level 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 Level 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 benefits.

Points Benefits: At different point levels you will unlock rewards that can be used in conjunction with a purchase on esteelauder.ca. 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 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.).

• 15% Off an Online Order (valid when you enroll in the E-List and each year, beginning on your anniversary date)

• 20% Off an Online Order (valid at 250 points and above)

• Free Full-Size Product with Purchase (valid at 450 points and above)

• Free Full-Size Product with Purchase (valid at 650 points and above)

*Not valid for purchase of Gift Cards, eGift Cards, sales tax, and 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.ca 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, your initial tier status for the year is determined by the number of points earned in the prior year.

Level 1, Be Excited: 0–249 points

• Free Deluxe Samples with Every Purchase

• Free Standard Shipping

• Early Access to Events and Products

Level 2, Be Enthusiastic: 250–649 points

• All Tier 1 benefits

• Complimentary engraving on select products

• Product Previews

• Exclusive Online Events

Level 3, Be Envied 650 points and above

• All Tier 1 and 2 benefits

• Your Personal Beauty Advisor

• VIP Member Events

To earn points, you must be enrolled in the Estée E-List and be signed into your account at the time of purchase. You can also earn points for past purchases made within 30 days of the date you joined if you provided the email address associated with your online account at the time of the purchase. Estée E-List members receive 1 point for every 1 Canadian Dollar (CAD $1) spent on eligible purchases on esteelauder.ca.* Eligible purchases include regular priced merchandise and exclude applicable taxes, fees, discounts, shipping and delivery charges, and/or other excluded charges specified by us from time-to-time.

Members will not receive points or benefits from purchases made at department stores, specialty stores or retail stores. Purchases made outside of Canada are also not eligible for the Estée E-List.

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

• Earn points for completing the Foundation Finder (One time only).

• Earn points for writing product reviews that get published - Don’t forget to check that you are an Estée E-List member! (Maximum of 10 times per year)

• Earn points for sharing your favorite products on Facebook from the share buttons on esteelauder.ca (maximum once a month per platform). Please disclose you are a Loyalty member and may receive points for sharing.

*All points are pending until your order ships, at which time they are fully mature.

Points are valid for one year from your Estée E-List anniversary date. On your anniversary date each year, your points reset to zero and you start accumulating new points benefits and unlocking new rewards, starting with 15% off an online purchase.

On your anniversary date, even though your points reset to zero, 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 loyalty program, and occurs on a 12-month cycle. For example, if you joined the Estée E-List on November 15, 2016, your anniversary date would be November 15, 2017, 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 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, 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 account status by visiting your account online at esteelauder.ca where you can track your current points, tier and available benefits. All points are pending until your order ships, at which time they are fully matured.

It may take up to 24-48 hours from the time your order ships for eligible purchases to post to your account. It may also take up to 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 tier (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 Terms & Conditions, those points and your tier status, if applicable, will also be reversed.

Your Estée E-List offers and rewards can be redeemed on esteelauder.ca at checkout with your purchase. 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.ca except for special online events, VIP member events and accessing your personal beauty advisor (as applicable). You must be logged in to your Estée E-List account to use your benefits.

• At 450 points, you are eligible for a Free Full-Size product with a purchase on esteelauder.ca. 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 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.ca. 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 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 and the offer expires.

• Standard Shipping on esteelauder.ca is complimentary for all Estée E-List members. You must select “Standard” shipping at checkout and be logged into your Estée E-List account.

From time to time, Estée E-List members will be offered early access to shop select products before they are offered for sale to the general public. Qualifying members will receive email invitations when these offers are made available if they have not opted-out of receiving emails about loyalty promotions and events. Members may be required to login to their accounts to redeem this benefit. These offers are available for a limited time and while supplies last.

Once you reach Tier 3 – Be Envied, you will receive an email with instructions on how to contact your Personal Beauty Advisor. If you have opted out of receiving Estée E-List loyalty account status and benefit emails, once you have reached Tier 3, you can contact Customer Service for instructions on how to contact your Personal Beauty Advisor.

No. Products received as a reward (e.g. free full-size products, etc.) cannot be returned or exchanged for money or any other products or points.

Yes. Points reset to zero on your anniversary date.

Points benefits are available based on the number of points you have accumulated. They are valid for one time use on esteelauder.ca, and they reset to zero 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, 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.

To keep your account active you must log in to your E-List account and make a purchase within 24 months. Membership will expire if a member is inactive for a period of 24 months or more.

Except where prohibited by law (which may include Quebec), we may, in our sole discretion, cancel, modify, restrict or terminate the Estée E-List or any aspect or feature of this loyalty program at any time without prior notice, even though such changes may affect the value of points and benefits already accumulated or earned and/or the ability to redeem accumulated points and benefits. If the Program is terminated, your rewards, benefits and/or points will automatically reset to zero on the effective date of the termination of the Program and can no longer be used after that date.

Estée Lauder in its sole discretion, can terminate any member for any reason including, but not limited to, any failure to comply with the Estée E-List Terms & Conditions and/or our website Terms & Conditions.

If your membership is terminated or expires, your points will reset to zero 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.ca.

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

If you have questions related to your membership account, please contact Customer Service.

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

No. Neither accounts nor Estée E-List 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 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 reward cannot be returned or exchanged for money or any other products or points.

Yes. We reserve the right to change, without notice, Estée E-List benefits, how you achieve each Estée E-List tier, how you earn points and how we evaluate and reward your eligible purchases and/or other Estée E-List activity.

We reserve the right to place limits on the number of purchases or activities that are eligible for the Estée E-List and/or for points and benefits, in any given time period or for the duration of the Estée E-List, and/or any combination thereof.

We reserve the right to 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 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 Loyalty Account related emails, you will no longer receive emails regarding your Estée E-List status or the program benefits or rewards that may be available to you.