FAQ'S
WHERE IS MY ORDER?

After your order is dispatched you can track the delivery status of your order online with Australia Post by clicking on “Dispatched” in the Order Status page.

You can view the status of your order at any time by visiting the TRACK MY ORDER page.

Please note Australia Post may not post tracking information online for up to 24 hours after the order is dispatched.

Alternatively you can contact our Customer Services team at 1800 661 392 Monday to Friday 9am – 5pm (excluding public holidays).

ORDER PROCESSING

Most orders are dispatched within 1-2 business days (processing time does not include weekend days).

Orders placed on Saturday and Sunday will begin to dispatch the following Monday.

Orders with Express Shipping (for Australian orders only) will be dispatched the same day if received by 11am Monday to Friday AEST.

Orders are dispatched on business days only (Monday through Friday, excluding major holidays).

Once an order has been submitted, we cannot change, add to or cancel an online order once payment has been received. If you no longer need your order once it is delivered, you can return it back to us in its original condition within 14 days of receipt by accessing our returns portal here. For further information about returns please see our returns policy here.

We're sorry, we are currently unable to accept orders that are billed or shipped to destinations outside of Australia. We apologise for any inconvenience.

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

Your order will be delivered by Australia Post. Please ensure that someone will be present to sign for it. If no-one is available, Australia Post will leave a card with details to make alternative arrangements. To ensure secure and undamaged delivery of your order, Australia Post will not be able to leave it ‘hidden' at the address.

We regret that we must limit orders to no more than eight (8) units of any item with a maximum purchase of $1,500 per customer. Please be aware that gift sets may be wrapped in wrapping paper or placed in gift bags, and not a gift box, due to their larger size. Orders are processed in accordance to your delivery preference.

Check the status of your most recent orders by visiting our Order Status page. This is the easiest and fastest way to get the most current information regarding your cremedelamer.com.au orders.

ORDER ENQUIRIES

After your order is dispatched you can track the delivery status of your order online with Australia Post by clicking on “Order Status”.

Please note Australia Post may not post tracking information online for up to 24 hours after the order is dispatched.

REVIEW MY ORDER HISTORY

Now you can easily and quickly reorder from your past La Mer Online purchases. Just go to My Account and click on ‘Re-order from Past Purchases’ to see all of your previous orders. Select the items you wish to order and proceed to checkout.

ORDER STATUS DESCRIPTIONS

Processing
Your order is currently being processed into our warehouse system. Your order should appear as 'In Warehouse' status within 3 hours of the order being confirmed as accepted.

In Warehouse
The order is now being managed by our Warehouse team, who will select, pick and package your order in time for dispatch.

Dispatched
Australia Post has collected your order from our warehouse and is in the process of delivering it to you. You may track this delivery with Australia Post by clicking on the 'Australia Post' link in the Tracking column.

ORDER CANCELLATIONS

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 deliver to address provided.
  • Duplicate order was placed.
  • Cancelled due to a customer request

If your order is cancelled, you will receive an email to explain the reason for the cancellation. You will not be billed for any cancelled items.

If we believe an order has been placed fraudulently, the order will be cancelled and no notification will be sent.

Once an order has been submitted, we cannot change, add to or cancel an online order once payment has been received. If you no longer need your order once it is delivered, you can return it back to us in its original condition within 14 days of receipt by accessing our returns portal here. For further information about returns please see our returns policy here.

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.

WHAT FORMS OF PAYMENT CAN I USE?

Credit cards accepted:

- American Express
- MasterCard
- Visa
- PayPal
- Afterpay
- eGift Card

We're sorry, we do not accept:

- Personal Checks
- Money Orders

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.

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.

CAN I ORDER FROM OUTSIDE AUSTRALIA?

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

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.

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

Please contact us at 1800-661-392 and we will be happy to assist you.

 

WAVES DE LA MER LOYALTY PROGRAM FAQs

WHAT IS THE WAVES DE LA MER LOYALTY PROGRAM?

By joining the Waves de La Mer loyalty program, you’ll enjoy radiant rewards and exclusive perks, including a celebratory surprise on your birthday. Points on purchases can earn you full-size editions of our most-loved luxuries.

HOW DO I JOIN WAVES DE LA MER? DOES IT COST ANYTHING?

In order to sign up for Waves de La Mer, you must have a La Mer account. If you do not have an account, you can create one by providing your name, email address, and creating a password. Once you have an account, you can join the Waves de La Mer loyalty program by signing up at www.cremedelamer.com.au/loyalty-program/waves-de-la-mer and following the prompts to register. There is no cost to join Waves de La Mer.

WHO IS ELIGIBLE TO JOIN WAVES DE LA MER?

The Waves de La Mer loyalty program is available to individuals who are legal residents of Australia and at least 18 years of age or older 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.

WHAT AM I AGREEING TO BY JOINING WAVES DE LA MER?

By becoming a Waves de La Mer loyalty member, you agree that you have read, understood and agree to be bound by the Waves de La Mer Terms & Conditions and by the terms of our Privacy Policy and by any changes or modifications we may make.

WHAT TERMS GOVERN WAVES DE LA MER?

Please refer to the Waves de La Mer Loyalty Program: Terms & Conditions of Participation for the full list of program terms.

HOW DOES WAVES DE LA MER WORK?

Waves de La Mer is a loyalty program that rewards customers for purchasing La Mer products and participating in certain brand experiences on the Site. 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:

  • Tier 1, Marine           0 – 749 points
  • Tier 2, Aqua Marine          750 – 1,499 points
  • Tier 3, Ultra Marine          1,500+ points

When you join, you’ll automatically be placed in Tier 1 (Marine) and be eligible for all the benefits Tier 1 members receive. If you earn at least 750 points in your first year, you’ll be automatically moved up to Tier 2 (Aqua Marine). If you earn 1,500 points or more in your first year, you’ll qualify for Tier 3 (Ultra Marine).

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 (Aqua Marine), during your first year, you’ll maintain Aquamarine status during your second year. But, if you earn less than 750 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Marine status on your second anniversary date.

The higher the tier, the better the benefits.

WHAT BENEFITS DO MEMBERS RECEIVE?

As a member, you earn points that determine your points benefits plus tier levels and tier benefits.

Points Benefits: Starting at 1,000 points, you are eligible to redeem some or all points for full-size product rewards. Please login to your Waves de La Mer account to see the latest reward offerings. Reward offerings are subject to availability and must be redeemed with a purchase on www.cremedelamer.com.au. These rewards are based on the total number of points you have accumulated in a single year as listed below. You can only redeem one benefit per transaction on www.cremedelamer.com.au based on your earned points. You must redeem your available points prior to your anniversary date, or the available rewards will expire. On your anniversary date, your points reset to zero (0) and you start accumulating new points and earning new rewards.

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 www.cremedelamer.com.au 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.

  • Tier 1: Marine 0–749 points
    • Welcome Offer: AU$20 off a AU$200+ purchase valid once per lifetime*
    • Birthday Offer: Surprise deluxe sample with purchase valid once per year**
    • Anniversary Offer: Bonus loyalty points valid once per year***
    • Invitation to member-exclusive bonus points events
    • Complimentary checkout samples with all purchases (site-wide benefit)
    • Complimentary standard shipping and returns on AU$50+ purchases (site-wide benefit)
    • Complimentary gift wrap (site-wide benefit)
    • Access to our Perfect Match Guarantee (site-wide benefit)
  • Tier 2: Aqua Marine 749–1,499 points
    • All Tier 1 benefits.
    • Complimentary express shipping and returns on AU$50+ purchases
    • Access to the rewards gallery featuring full-size products
    • Invitation to member-exclusive loyalty events, promotions and previews.
  • Tier 3: Ultra Marine 1,500+ points
    • All Tier 1 and 2 benefits.
    • Tier Upgrade Offer: Surprise deluxe sample with purchase valid once per year****
    • Exclusive preview to upcoming product launches
    • Surprise & Delight gifts

*Welcome Offer: Dis-enrolling and re-enrolling does not qualify you for an additional use, this is exclusive one -time use. You must redeem your Welcome Offer within thirty (30) days of enrolling in the Waves de La Mer loyalty program, otherwise the offer will expire.

**Birthday Offer: You cannot change your birthday details in your profile in order to redeem multiple times. You must redeem your Birthday Offer within thirty (30) days of your birthday, otherwise the offer will expire.

***Anniversary Offer: Offer benefit improves with each tier and can only be redeemed once per year.

****Tier Upgrade Offer: Eligible when you upgrade from Tier 2 to Tier 3 and valid with any purchase, once per year.

HOW DO I EARN POINTS?

To earn points, you must be enrolled in Waves de La Mer at the date of purchase. If you are not a member of Waves de La Mer at the time of purchase, you must enroll on www.cremedelamer.com.au within the next 24 hours, using the same email address you provided at the time of purchase, in order to be eligible to earn points on that purchase. Waves de La Mer members receive 1 point for every AU$1 spent on eligible purchases on www.cremedelamer.com.au*. Eligible purchases include regular priced merchandise and exclude eGift Cards, Gift Cards, applicable taxes (including GST), discounts, redemption items, samples, gifts with purchase, shipping and delivery charges, shopping bags, gift wrapping and/or other excluded charges specified by us from time-to-time.

Members will not receive points or benefits from retail purchases made at airport store locations or from purchases made at retailers. Purchases made outside of Australia are also not eligible for Waves de La Mer.

In addition to these purchases, here are more ways to earn points at www.cremedelamer.com.au:

  • Completing your profile with your birth date (25 points)
  • Completing your profile with your mobile number (25 points)
  • Participating in exclusive, invite-only Bonus Points events

*All points are pending until your order ships, at which time they are added to your account and may be redeemed for rewards. It may take up to 7 Days from the time your order ships for points to appear in your account.

I PLACED AN ORDER ONLINE, BUT NO POINTS HAVE BEEN ADDED TO MY ACCOUNT YET. IS SOMETHING WRONG?

Points will be added to your account once your order ships. It may take up to 7 days from the time your order ships for points to appear in your account.

WHY HAVE MY POINTS DISAPPEARED?

When you redeem your points for product rewards, the available points in your account will decrease based on the amount of points you redeemed.

Points are valid for one year from your Waves de La Mer anniversary date. On your anniversary date each year, your points reset to zero (0) and you start accumulating new points.

On your anniversary date, even though your points reset to zero (0), your tier status is determined by the number of points accumulated in the prior year.

WHAT IS MY WAVES DE LA MER ANNIVERSARY DATE, AND WHERE CAN I FIND IT?

This is the anniversary of the date when you enrolled in the Waves de La Mer loyalty program and occurs on a 12-month cycle. For example, if you joined Waves de La Mer on March 15th, 2022, your anniversary date would be March 15th, 2023, and March 15th of each year following.

Your anniversary date is shown in your Waves de La Mer loyalty account page.

WHY IS MY CURRENT TIER STATUS NOT REFLECTED BY MY CURRENT POINTS?

In year one of your Waves de La Mer 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 decrease when you redeem them for points benefits and reset each year on your anniversary date, your initial tier status for the year is determined by the points you accumulated during the prior year of membership, and you are eligible for those tier benefits regardless of the number of points you have.

HOW DO I CHECK MY ACCOUNT STATUS AND TRACK MY POINTS AND LEVEL ONLINE?

You can check your Waves de La Mer account status by visiting your account online at www.cremedelamer.com.au where you can track your current points, level and available benefits. All points are pending until your order ships, at which time they are added to your account and may be redeemed for rewards. It may take up to 7 Days from the time your order ships for points to appear in your account.

I RECEIVED ORDER DESPATCH CONFIRMATION . WHY HAVEN'T MY POINTS APPEARED IN MY ACCOUNT YET?

It may take up to 7 Days from the time your order ships for points to appear in your account.

WHAT HAPPENS TO MY WAVES DE LA MER BENEFITS AND/OR POINTS IF I RETURN A PRODUCT OR IF AN ORDER IS CANCELLED?

Any product that is returned or any order that is cancelled will reverse the points you received from that purchase. Your level (Marine, Aqua Marine or Ultra Marine) will remain the same.

If it is found that an order is obtained through fraudulent or other activity that violates the Waves de La Mer Terms & Conditions, those points and your tier status, if applicable, will also be reversed.

HOW DO I GET MY BENEFITS?

Your Waves de La Mer offers and rewards can be redeemed on www.cremedelamer.com.au at checkout with your purchase. You will find your eligible offers and rewards (with offer codes if applicable) listed in your personal account. You can only redeem one benefit per transaction on www.cremedelamer.com.au based on your earned points. Details on event rewards will be provided for each event when the time comes.

Rewards can only be redeemed when making a purchase on www.cremedelamer.com.au except for special online events, in-store member events, and VIP member events (as applicable). You must be logged in to your Waves de La Mer account to use your benefits.

HOW DO I RECEIVE MY BIRTHDAY GIFT?

During the month of your birthday, you can redeem your Birthday Gift on www.cremedelamer.com.au with a purchase and by providing your offer code, which will be visible within your account profile if you have provided your birth date. You must be logged into your Waves de La Mer account to redeem your birthday gift. You must redeem your Birthday Gift within thirty (30) days of your birthday, otherwise the offer will expire. There is a limit of one Birthday Gift per member per year, and Birthday Gifts cannot be transferred, delayed, exchanged or returned.

HOW DO I GET MY FREE FULL-SIZE PRODUCTS?

Starting at 1,000 points, you are eligible to redeem some or all of those points for a Free Full-Size product with any purchase on www.cremedelamer.com.au. You can only redeem one benefit per transaction on www.cremedelamer.com.au based on your earned points. Please login to your Waves de La Mer account to see the latest reward offerings and make a redemption. To redeem your points, log into your Waves de La Mer account and choose any of the eligible products on your loyalty account page and add it to your bag. If you do not redeem your available points before your anniversary date, your points will expire. Product rewards are subject to availability and cannot be exchanged or returned for points, another product or a monetary refund.

HOW DO I RECEIVE FREE DELIVERY ON WWW.CREMEDELAMER.COM.AU

Standard Shipping: Automatically applies at checkout for all AU$50+ purchases at www.cremedelamer.com.au. to all customers. You must select “Standard” shipping at checkout. This is a site-wide benefit applicable for all customers.

Express Shipping: Automatically applies at checkout for all Waves de La Mer Tier 2 (Aqua Marine) and Tier 3 (Ultra Marine) members. You must select “Express” shipping at checkout and be logged into your Waves de La Mer account.

CAN I RETURN A PRODUCT THAT I RECEIVED AS A FREE REWARD FROM WAVES DE LA MER OR EXCHANGE IT FOR MONEY?

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

DO MY POINTS AND POINT BENEFITS EXPIRE?

Yes. Points expire on your anniversary date, at which time they reset to zero (0). You must redeem your available points before your anniversary date, or your eligible points benefits and product rewards will expire on your anniversary date each year.

DO MY TIER STATUS AND TIER BENEFITS EXPIRE?

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 (0), and you can start earning points 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 (Aqua Marine), during your first year, you’ll maintain Aqua Marine status during your second year. But, if you earn less than 750 points on eligible purchases during your second year, you’ll drop back down to Tier 1, Marine status on your second anniversary date.

DOES MY WAVES DE LA MER MEMBERSHIP EVER EXPIRE?

Yes. You must log-in to your Waves de La Mer account and make a purchase within 24 months to remain an active member. Membership will expire if a member is inactive for a period of 24 months or more.

CAN THE WAVES DE LA MER LOYALTY PROGRAM BE TERMINATED?

Yes. We may, in our sole discretion, cancel, modify, restrict or terminate the Waves de La Mer 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.

CAN MY WAVES DE LA MER MEMBERSHIP BE TERMINATED?

We in its sole discretion, can terminate any member for any reason including, but not limited to, any failure to comply with the Waves de La Mer Terms & Conditions and/or our website Terms & Conditions.

WHAT HAPPENS TO ANY REWARDS AND I HAVE EARNED IF MY WAVES DE LA MER MEMBERSHIP IS TERMINATED OR EXPIRES?

If your membership is terminated or expires, points and benefits in your account will automatically terminate.

HOW DO I TERMINATE MY WAVES DE LA MER MEMBERSHIP IF I NO LONGER WISH TO PARTICIPATE?

If you decide you no longer want to be a part of Waves de La Mer, you can opt-out by contacting La Mer Customer Service through live chat at the Site (available on Monday-Friday 8am-7pm AEST, Saturday-Sunday 10am-6pm AEST), via WhatsApp at +61251335628, or by calling 1800 661 392 or sending an email at our Contact Us page.

HOW DO I UPDATE, MODIFY OR WITHDRAW MY ACCOUNT INFORMATION?

You can update your information by visiting your account online at www.cremedelamer.com.au. You have the right to access your personal information and the right to correct and/or update your personal information within your account. For more information, see the Waves de La Mer Terms & Conditions and La Mer Privacy Policy.

WHAT DO I DO IF I BELIEVE THAT A PURCHASE OR OTHER WAVES DE LA MER ACTIVITY WAS NOT PROPERLY CREDITED TO MY ACCOUNT?

If you have questions related to your membership account, please contact La Mer Customer Service through live chat at the Site (available on Monday-Friday 8am-7pm AEST, Saturday-Sunday 10am-6pm AEST), via WhatsApp at +61251335628, or by calling 1800 661 392.

WHAT DO I DO IF I FORGET MY PASSWORD?

You can reset your password on www.cremedelamer.com.au by selecting ‘Forgot My Password’ at the login page.

MAY I SHARE MY ACCOUNT AND/OR WAVES DE LA MER POINTS AND BENEFITS WITH SOMEONE ELSE?

No. Neither accounts nor Waves de La Mer points and benefits may be shared or combined. Only the member paying for the products may accumulate points and benefits.

DO MY POINTS AND BENEFITS HAVE ANY CASH VALUE?

No. Points and benefits earned through Waves de La Mer have no cash value, are non-transferable, and you have no property rights in the points and benefits. Products received as a Waves de La Mer reward cannot be returned or exchanged for money or any other products or points.

CAN MY WAVES DE LA MER BENEFITS EVER CHANGE?

Yes. We reserve the right to change, without notice, Waves de La Mer benefits, how you achieve each Waves de La Mer tier, how you earn points and how we evaluate and reward your eligible purchases and/or other Waves de La Mer activity.

ARE THERE ANY LIMITATIONS ON THE NUMBER OF PURCHASES OR ACTIVITIES THAT ARE ELIGIBLE FOR WAVES DE LA MER & POINTS & BENEFITS?

We reserve the right to place limits on the number of purchases or activities that are eligible for Waves de La Mer and/or for points and benefits, in any given time period or for the duration of Waves de La Mer, and/or any combination thereof.

ARE THERE LIMITATIONS ON THE NUMBER OR TYPES OF BENEFITS I MAY RECEIVE/ EARN IN ANY LEVEL OR ANY NUMBER/ LEVEL OF POINTS?

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 Waves de La Mer, and/or any combination thereof.

HOW DO I MANAGE MY LA MER EMAIL COMMUNICATIONS?

You can opt out of receiving La Mer emails or Waves de La Mer 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. La Mer emails provide you with news on the latest looks, launches, tips, trends, offers and more. If you opt-out of Waves de La Mer Loyalty Account related emails, you will no longer receive emails regarding your Waves de La Mer status or the program benefits or rewards that may be available to you.

Still have questions? Please contact La Mer Customer Service through live chat at the Site (available on Monday-Friday 8am-7pm AEST, Saturday-Sunday 10am-6pm AEST), via WhatsApp at +61251335628, or by calling 1800 661 392.