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.