CUSTOMER SERVICE
FAQ
ORDER PROCESSING

Most orders are processed within one to two business days (processing time does not include weekend days).
Orders placed on Saturday and Sunday will be processed the following Monday.
Orders for Priority Shipping will be processed the same day if received by 11am SAST.
Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays).
We're sorry, we are currently unable to accept orders that are billed or shipped to destinations outside the SA. We apologize for any inconvenience.

*All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

ORDER STATUS

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 chat with a La Mer Representative, M-F 9am- 4pm SAST or call us toll-free at +27101003191 for assistance.

ORDER CANCELLATIONS

You will also have the ability to cancel your entire order within 30 minutes of placing order within the order history section of your account or directly from your order confirmation email. NOTE: Expedited orders placed between 2:30PM and 3:00PM SAST cannot be canceled by the customer. You must contact customer service to attempt to cancel your order during this time.

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

  • Item(s) not available.
  • Difficulty in processing payment information.
  • Cannot ship to address provided.
  • A duplicate order was placed.
  • Cancelled due to a customer request.

 

If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please chat with a La Mer Representative, M-F 9am-4pm SAST or contact La Mer Online Customer Service at +27101003191 or via email.

PRE-ORDER

Pre-Order is the ability to reserve a product prior to prior to the date on which it becomes available for immediate purchase on www.cremedelamer.co.za When you purchase a Pre-Order item, we will provide an estimated ship date for that item during the checkout process and in your order confirmation email.  If you have an account, this date is also visible in the Order History section. Pre-Order items may ship separately from other items in your order, and you will receive a shipping confirmation email when the shipment occurs.  If multiple shipments occur, you will not be charged additional shipping, and any samples or promotional items ordered will be included in your first shipment. If we are unable to ship your product by the estimated ship date, we will provide you with notice and you will have an option to cancel.

WHO WAS DR. MAX HUBER?

Dr. Max Huber was an aerospace scientist that 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.

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 toll-free at +27101003191  for assistance

WHAT FORMS OF PAYMENT CAN I USE?

Credit cards accepted:

- American Express
- Discover
- MasterCard
- Visa

We're sorry, we do not accept:

- CODs
- Layaway plan
- Personal Checks
- Money Orders
- Credit cards with billing addresses outside the SA.

Important information:

- For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Please note: Orders placed with Alipay and Gift Cards will be charged at the time of order placement. Orders placed with other payment methods will be charged at the time the order ships.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us within 1 hour of order placement via our toll-free number, +27101003191 and we will do our best to accommodate your request to change or cancel your order.

HOW DO I RETURN AN ITEM?

If for any reason you are not happy with your purchase on LaMer.co.za , you may return the unused portion to us for a refund or exchange.

•   Call +27101003191 to arrange your free return. Our Online Experts will be happy to help you find a product to better suit your needs—or refund your purchase price—and we'll cover the return postage.

•   A free return label will be provided to you via email. Simply print the label and affix it to the return package.

•   To prepare your return package, please fill out the Return Merchandise/Exchange section on the back of the invoice (enclosed in your original order) and place it inside the return package.

•   If you are making an exchange and the total cost of your exchange is more than the amount of your return, please include your payment information on the back of the invoice.

•   If you are returning or exchanging a gift, please check the box marked “Gift Return” on the back of the invoice.

•   Follow the shipping instructions provided in the email containing the prepaid label to send your return package.

For your protection and to ensure prompt delivery, we recommend that you send your return via DSV or Dawn Wing. Your return and exchange will be processed promptly and will be shipped via standard ground shipping. Processing and transit time for exchange packages is usually 7-10 business days from the time the exchange is received. Business days are from Monday to Friday, excluding public holidays . An email will be sent to confirm receipt and processing of your return or exchange request.

If the items received are damaged, please refer to Damaged Items.

Please note: Only products purchased on LaMer.com may be returned for refund or exchange.

If you have questions about returns or exchanges, please contact us by phone at +27101003191  or via email at LaMerOnlineService@CremedelaMer.co.za

WHY IS MY FAVORITE ITEM OUT OF STOCK?

If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item, please contact us at +27101003191  and we will be happy to assist you.

WHY IS MY FAVORITE 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.

For assistance in locating a discontinued product for purchase, please contact our Corporate Headquarters via telephone at +27101003191 between 9 am and 4 pm SAST, Monday through Friday on business days and ask to speak with a member of our Gone but Not Forgotten team will be happy to assist you

WHERE IS MY NEAREST LA MER COUNTER?

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

CAN I ORDER FROM OUTSIDE THE US?

Cremedelamer.com accepts orders for delivery within the South Africa only . For orders to be shipped outside of the South Africa, please visit our Store Locator.

WHAT SHOULD I EXPECT IF I PURCHASE A "PRE-ORDER" ITEM ?

Pre-Order is th

WHEN WILL I BE CHARGED FOR A PRE-ORDER PURCHASE?

La Mer Online does not charge your credit or debit card until your item(s) has shipped. However, prior to shipment, your debit or credit card statement may show an “authorization hold,” which may look similar to a deduction from your account. These funds have not been deducted but are instead being reserved within your account to ensure that your order can be processed. The authorization hold will typically last from three to seven days, depending on the policy of your bank or card issuer.

Please note: Orders placed with Alipay and Gift Cards will be charged at the time of order placement. Orders placed with other payment methods will be charged at the time the order ships.

HOW CAN I CANCEL OR EDIT A PRE-ORDER PURCHASE?

You can check the status of your pre-ordered items online at www.cremedelamer.co.za if you have an account, or by contacting La Mer Online Customer Care. If you need further assistance or wish to cancel or make a change to your pre-order before it ships, please contact Customer Care at +27101003191  or by email at LaMerOnlineService@LaMer.co.za

Please note that any modifications to your order, including changes to your shipping address or payment method, must be made by cancelling your original order and placing a new order with the updated information and is subject to inventory availability at the time of the new order.

DONATIONS?

What is Doctors Without Borders/Médecins Sans Frontières?
Doctors Without Borders/Médecins Sans Frontières (MSF) is a non-profit organization that provides medical assistance to people affected by conflict, epidemics, disasters, or exclusion from healthcare.

How will MSF be using my donation?
MSF has created the COVID-19 Crisis Fund to raise urgently needed funds for their emergency response to the COVID-19 pandemic and its consequences. Funds raised will support MSF’s COVID-19 response worldwide, including program costs related to COVID-19 and its consequences. Specifically, the Fund will support:
1) Dedicated COVID-19 Programs: case management including triage, direct patient care, ICU management, and palliative care; building temporary hospitals to treat COVID-19 patients, expanding the capacity of existing hospitals, and setting up isolation wards; implementing or advising on infection prevention and control in other health structures and nursing homes; and health promotion and other infection prevention activities among vulnerable populations, such as refugees, migrants, homeless, and others.

2) Essential tools for combatting this outbreak: To run dedicated COVID-19 programs and adapt existing programs to the COVID-19 environment, MSF’s team will require supplies, including large quantities of personal protective equipment (PPE), such as masks, gowns, and gloves, to protect their medical staff; specific equipment and supplies to ensure a higher level of infection prevention and control (IPC); and pre-assembled disaster kits, such as those used to build a field hospital or an isolation ward, for setting up new and expanding existing programs. Supplies will be sent from logistical centers in Europe and from other key locations to be used now and to ensure emergency preparedness as the outbreak spreads

Will I get a tax receipt for my donation?
You will not receive a tax receipt as no consumer information will be shared with the non-profit organization.


How did you choose Doctors Without Borders/Médecins Sans Frontières to partner with?
The Estée Lauder Companies has selected Doctors Without Borders/Médecins Sans Frontières (MSF) to support with a corporate commitment of $2M for their life-saving work supporting health authorities to provide care for patients with COVID-19; protecting people who are vulnerable and at-risk; and keeping essential medical services running. Along with MAC Cosmetics’ history of giving to the organization ($9M since 2012), the partnership across many of our brands will allow us to drive greater scale and impact in our philanthropic efforts in response to COVID-19.


What steps is ELC taking to ensure coronavirus/COVID-19 preparedness?
At The Estée Lauder Companies, the health and well-being of our employees, consumers and partners is always a top priority. We are monitoring the coronavirus/COVID-19 situation daily, engaging with our medical and travel experts and reviewing guidance from health and government authorities to inform how we are taking action. We will also continue to support broader relief efforts through in-kind and monetary donations. We will continue to do whatever we can to help mitigate this situation in impacted areas around the world and support the global recovery.

What is ELC doing to support the fight against coronavirus/COVID-19?
We are supporting broader relief efforts through in-kind and monetary donations. For example:
In New York City, a grant was provided to support the establishment of The NYC COVID-19 Response & Impact Fund, administered by the New York Community Trust, which will support NYC-based social services and cultural organizations that have been affected by this public health crisis. [You can find a press release with more information on our Newsroom.]

Globally, a $2 million USD grant was awarded to Doctors Without Borders/Médecins Sans Frontières (MSF) to support their continued life-saving work around the world and response to coronavirus in under-resourced and highly impacted countries. We will continue to do whatever we can to help mitigate this situation in impacted areas around the world and support the global recovery.

We have also partnered with New York State to reopen our Melville, NY Manufacturing facility to produce hand sanitizer for high-need groups and populations, including front-line medical staff.

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 shipping and sampling offers and special events in your area.

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

Please contact us at +27101003191  and we will be happy to assist you.

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