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….

The Estée E-List loyalty program is available to individuals who are legal residents of South Africa, at least 18 years old 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 a Program Member, you agree that you have read, understood and agree to be bound by the Estée E-List Loyalty Program Terms and Conditions, Terms of Sale, and by the Terms of Use of the website and by any changes or modifications we may make. You also acknowledge and understand that the processing of your personal data will be in accordance with our Privacy Policy.

As a member, you earn points by making eligible purchases and the amount of points you earn determine your point benefits, your tier status and tier benefits.

Points Benefits: At different point levels you will be able to redeem your points for benefits. These benefits are based on the number of points you have accumulated. Points benefits cannot be combined with other promotional offers (e.g., other discounts, free sample offers, free product offers, etc.).

Tier Benefits: The Estée E-List Loyalty Program has 3 tiers – Be Excited, Be Enthusiastic and Be Envied. By making eligible purchases or taking certain other actions, you are able to earn points and reach loyalty tiers. Once you unlock a certain loyalty tier, you may be eligible for certain benefits applicable to that tier.

The tier you reach depends on the number of points you have earned in a year. There are 3 tiers with associated benefits:

When you join, you’ll automatically be placed in Tier 1, Be Excited and be eligible for all the benefits Tier 1 members receive. Once you earn at least 3000 points, you’ll be automatically moved up to Tier 2, Be Enthusiastic. If you earn 7500 points or more, you’ll qualify for Tier 3, Be Envied.

Your status in a particular tier is maintained for the year in which you qualify for that tier. After that, you’ll need to earn enough points to qualify for that tier each 12-month period. 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 3000 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Be Excited status on your second Anniversary Date.

Each year on your Anniversary Date, your points reset to zero and you start accumulating new points and unlocking new benefits. While your points reset, your tier status is determined by the amount you spend on eligible purchases in the prior year of membership.

The higher the tier, the better the benefits.

This is the anniversary of the date you enrolled in Program, and it occurs on a 12-month cycle. For example, if you joined the Program on September 21st, your anniversary date would be September 21st of each following year.

Your Anniversary Date is shown on your account page.

At different point levels you will unlock rewards that can be redeemed on the Site.

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 zero and you start accumulating new points and unlocking new rewards. You may only redeem one points benefit reward at a time. Points benefits cannot be combined with other Site-wide promotional offers (e.g., other discounts, free sample offers, gift with purchase, delivery fees, free product offers, etc.).

• Free mini product of your choice within 3 options (valid after earning 1500 points in Tier 1 and available once per anniversary year).

• Free mini product of your choice within 2 options (valid after earning 3000 points and available once per anniversary year).

• Free full-size product of your choice within 3 options (valid after earning 5000 points and available once per anniversary year).

• Free full-size product of your choice within 3 options (valid after earning 7500 points and available once per anniversary year).

• Free full-size product of your choice within 3 options (valid earning 10000 points and available once per anniversary year).

• Free full-size product of your choice within 3 options (valid after earning 13000 points and available once per anniversary year).

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 the Site with the exception of 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.

Tier 1, Be Excited: 0–2999 points

• 15% off on one online order and deluxe sample (one time only - within 60 days of the registration).

• Birthday gift: Double points (valid once per anniversary year during the month of your birth date).

Tier 2, Be Enthusiastic: 3000–7499 points

• 15% off on one online order and deluxe sample (one time only - within 60 days of the registration).

• Double point events (3 times a year)

• Birthday gift: 15% off on one online order (valid once per anniversary year during the month of your birth date).

• Early access to launches (occasionally)

Tier 3, Be Envied: 7500 points and above

• 15% off on one online order and deluxe sample (one time only - within 60 days of the registration).

• Double point events (3 times a year)

• Early access to launches (occasionally)

• Birthday gift: 15% off on one online order (valid once per anniversary year during the month of your birth date).

• Additional samples with every order

*Birthday gifts can only be redeemed during the month of your birth date starting on the first day of the month of your birth date. Two birthday gifts cannot be obtained during the same year. If the birthday gifts was already redeemed while in Tier 1, an upgrade to Tier 2 during the same year does not grant an additional birthday gift.

To earn points, you must be enrolled in the Estée E-List and be signed into your account at the time of purchase. Estée E-List members receive 1 point for every 1 Rand (1) spent on eligible purchases on esteelauder.co.za. Eligible purchases include regular priced merchandise, services, and applicable tax fees and exclude applicable 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 not made on esteelauder.co.za are also not eligible for the Estée E-List.

All points are pending until your order ships, at which time they are fully matured and capable of redemption.

When you redeem your points for a benefit, the available points in your account will decrease based on the number of points you redeemed.

Points are valid for one year from your Anniversary Date. On your Anniversary Date each year, your available points expire and reset to zero and you start accumulating new points to redeem for new benefits.

On your Anniversary Date, even though your points reset to zero, your tier status is determined by the number of points accumulated in the year before.

Your points may have also disappeared if we have excluded you from or discontinued your participation in the Program. Please see the Estée E-List Loyalty Program Terms and Conditions or contact Customer Service for more information.

This is the anniversary of the date you enrolled in Program, and it occurs on a 12-month cycle. For example, if you joined the Program on September 21st, your anniversary date would be September 21st of each following year.

Your Anniversary Date is shown in your Estée E-List loyalty account page.

Tier benefits are valid for as long as you are in a specific tier. If you move down a tier, your benefits change accordingly.

Each year on your Anniversary Date, your points reset to zero. While your point balance resets each year, your tier status is determined by the amount you spent on eligible purchases in your prior year of membership. Your status in a particular tier is therefore valid for the year in which you qualify for that tier and the following full year. After that, you’ll need to spend enough to qualify for that tier each year.

You can check your Estée E-List account status by visiting your account online at esteelauder.co.za 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, 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.co.za. 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.

You must be logged in to your Estée E-List account to use your benefits.

Members receive a special surprise every year for their birthday, if they have provided their birth date in their account profile. You can redeem your Birthday Gift on esteelauder.co.za.

Birthday gifts can only be redeemed during the month of your birth date starting on the first day of the month of your birth date. Two birthday gifts cannot be obtained during the same year. If the birthday gift was already redeemed while in Tier 1, an upgrade to Tier 2 during the same year does not grant an additional birthday gift.

Birthday Gifts cannot be combined with any E-List points benefits discount offers or free product rewards or with any other site-wide promotional offers (e.g., other discounts, gift with purchase, free product offers, etc.).

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

Yes. In accordance with applicable law, we reserve the right to change Program benefits, how you reach each tier, how you earn points and how we evaluate and reward your eligible purchases and/or loyalty membership activity.

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.

In accordance with applicable law, 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 with reasonable 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 expire 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, and in accordance with applicable law 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 of Use.

If your membership is terminated or expires, points 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 https://www.esteelauder.co.za/, contact Customer Service. Please note that if you terminate your membership, your benefits will automatically terminate as well.

You can update your information by visiting your account online at esteelauder.co.za. 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.co.za 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. In accordance with applicable law, we reserve the right to change, with reasonable prior 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.

In accordance with applicable law, 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.

In accordance with applicable law, 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.

By enrolling in the program, you will receive and consent to receiving:

1) E-mails related to your membership to the Program, including welcome e-mails; and
2) Estée Lauder transactional e-mails.

Examples of these include, but are not limited to, a redemption confirmation e-mail, a profile update e-mail, or other communications that relate to your account. If you terminate your program membership, you will no longer receive program-related communications.

You can also subscribe to receive Program marketing communications from Estée Lauder South Africa and Estée Lauder marketing emails by selecting the appropriate check box. You can opt-out at any time from marketing communications by following the instructions included in each communication, such as clicking on the unsubscribe link included in each email or by submitting a request through our Privacy Portal.