Customer Service: Shopping & Services Information

Welcome to Origins Online. Shopping is easy, convenient and secure.

In order to shop online you will need to register with Origins. All of the Personal Information you provide will be held in accordance with our Privacy Policy.

STEP ONE:
Once you have selected the item you want to purchase, for products with different shades, click on "Quick Shop" or visit the Single Product Page where you can also select quantity. Find the shade that you like and select "Add to Basket".

STEP TWO:
At any time during shopping you may review the items in your shopping bag by clicking on the Shopping Trolly image on the top right of each page. If you change your mind, you may delete item(s) in your shopping bag or cancel the entire order before placing it.

You can also change the quantity of your purchase here. For more information, view our Maximum Purchase Policy

STEP THREE:
When you've completed shopping, click the Shopping Trolly button found on the top right of each page.

Follow the on screen instructions to proceed through the checkout process. Please note that you may change the contents of your shopping bag during checkout prior to clicking the "Place Order" button.

After your order has been submitted, a "Thank You" page will be displayed and your order number will be provided, confirming that your order was successfully received. An email confirming receipt of your order should arrive shortly after your order has been submitted. If an order confirmation does not arrive within 24 hours after submission, please Contact Us for assistance.

If you have any questions or concerns when placing an order or if you wish to enquire about a previously placed order, please contact our Customer Service team at 0808 281 0231 or Contact Us. Please have your order number available.

If an item is not available, it will be shown as out of stock on its product page, within the online shop. Unfortunately you cannot add out of stock items to your Shopping Bag. However the stock that we have available online may be different to the availability within stores. Please consult our Store Locator for your nearest stockist.

We regret that we must limit orders to no more than eight (8) of any individual item and also limit orders to no more than three (3) orders per customer per day. If you have any questions, please Contact Us and we will be happy to assist.

Simply enter your Offer Code during checkout on the BILLING page. Offer codes are case sensitive and should be entered exactly as they appear. When an Offer Code is accepted, the offer will be reflected on the "Order Review" page.

Note: Only one (1) Offer Code may be used per order. When shipping to multiple addresses, promotions are applied accordingly. Please see promotion details for more information.

Gift orders always receive special care at Origins Online. We will be happy to wrap your gift and include a gift card with your personal message.

If you wish to have your Origins Online order packaged as a gift, simply select the box for gift wrap on the Delivery information page. If you wish a card to be enclosed, please enter your gift card message. There is no gift wrap charge for this service.

Please note: Multiple items within a single gift order will be presented as one gift package.

All prices indicated for products available via the Website are inclusive of VAT (where applicable) at the current rates and are exclusive of delivery charges. The total cost of your order is the price of the products ordered including VAT and delivery charges as set out in the Delivery section of the Website. Payment can be made by any of the methods specified in the Payment Options section of this Website and payment will be debited and cleared from your account as set out in the Payment Processing & Security section of this Website.

Accepted payment methods:

American Express
MasterCard
Visa
Clearpay
Apple Pay
Klarna
PayPal
Origins Gift Cards with a PIN Code
Origins Online eGift Cards

Origins UK – Online Returns and Cancellation Policies & Procedures

Date of Last Update: 4^th November 2024.

Please note that products purchased between 1st November 2024 and 11th December 2024 with a valid receipt can be returned up to 11th January 2025. You will have the usual 30 days to return orders placed from 12th December.

Products excluded from this are:

• Gift cards
• Booking Fees
• Personalised goods
• Services

This does not affect your statutory rights.

1. How to make a return?

a. Free returns
b. Other options

2. How long do I have to return an item?
3. When will I get my refund?
4. Can I return an online order in store?
5. Can I exchange an item?
6. What if I received a faulty item?
7. Cancellation rights

1. How to make a return?

A. Free returns

To return your online order to us free of charge, please:

1. Print and complete our returns note which can be found here:

Returns Note

2. Re-package your items safely, including the completed returns note

3. Follow the instructions on www.royalmail.com to receive your returns label

B. Other options

To make an independent return, please print and complete our Returns Note which can be found here. Make sure it is included in your return, then send the goods to the following address:

Estée Lauder Companies
3 Kites Croft Business Park
Warsash Road
Fareham
PO14 4FL

Note: Any postage cost obtained via independent return will not be reimbursed.

Please ensure you obtain a proof of postage when you return the item(s) to us (make sure you keep a copy of the proof of postage in case we do not receive the returned parcel, as we cannot accept liability for returned goods lost in transit).

2. How long do I have to return an item?

We hope that you are delighted with your order, but if for some reason you are not, you can return it for free within 30 days.

3. When will I get my refund?

Please allow 14 working days from the date your order is returned for your refund to be processed. Products ordered with a valid receipt can be returned for a refund up to 30 days following their purchase date.

The refund will be processed to the original payment method used to place the order.

We advise that all online returns can be made using the complimentary returns service as indicated in 1.A. Free returns. This includes any faulty or damaged goods. If for any reason you wish to use an alternative returns method to the complimentary service provided, this may incur an additional charge, which will be at your own expense and not applicable for reimbursement.

Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

4. Can I return an online order in store?

Unfortunately we don't have any stores located in the UK. Items must be returned by post, please see the return instructions here.

5. Can I exchange an item?

Unfortunately we do not offer exchanges. However, if you change your mind after receiving your order, you may return it and place a new order for the right item. Please note, the original product must be unused in order to get a refund.

6. What if I received a faulty item?

In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered please notify us as soon as possible via Web Messaging.

Please provide the order number and ensure that you keep the box, packing materials including packing note and all items received for inspection.

Can’t find the information you are looking for? Contact Us

7. Cancellation rights

As you are a consumer and have made an order online you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund within 14 working days from the date we receive your return.

Your right to return goods does not apply to goods:

• Made to your specification or which have been clearly personalised (e.g. by being engraved) or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

• If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Origins website or in a Origins store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.

Can’t find the information you are looking for? Contact Us

Our site works best with the following Internet browsers:

Microsoft Windows:
Mozilla Firefox 38.0 or higher
Chrome latest version
Internet Explorer 11.0 and higher
Apple Mac OS:
Safari 5.0 and above
Chrome latest version

At Origins Online, we understand how important security is to you. When you place an order at Origins Online, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We employ government approved encryption software. To find out more about SSL encryption software go to:

http://compnetworking.about.com/cs/securityssl/g/bldef_ssl.htm?terms=ssl

In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:
Internet Explorer 7.0 and higher
Mozilla Firefox 3.6 and higher
Safari 4.0 and higher
Chrome 10.0 and higher