CUSTOMER SERVICE
FAQ
CAN I RETURN AN ITEM PURCHASED IN A STORE TO LAMER.COM.HK?

Returns or exchanges for purchases made in a LA MER retail store or department store counter location may not be returned to lamerer.com.hk. If the item you wish to return was not purchased through lamer.com.hk, we recommend returning to the place of purchase for resolution.

CAN I RETURN AN ONLINE PURCHASE TO A STORE?

Returns or exchanges for purchases made online may not be accepted for return or exchange at a LA MER Counter. At lamer.com.hk, we offer a hassle-free return policy for purchases made online. If for any reason you are not satisfied with your lamer.com.hk purchase, we will be happy to exchange the item or issue a refund upon its return. To view our return and exchange policy, visit our Online Consumer care center or Contact Us.

WHEN WILL I RECEIVE MY ORDER?

For information on a specific order you've already placed, click here to sign in and check your Order Status.

DO YOU ACCEPT INTERNATIONAL ORDERS?

We currently accept orders for delivery within Hong Kong, SAR of China and Macau, SAR of China only. We apologize for any inconvenience.

IS IT SAFE TO USE MY CREDIT CARD?

At lamer.com.hk, we understand how important security is to you. When you order online with us, we use 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 have used government approved encryption software. To find out more about SSL encryption software please go to: http://www.netscape.com/security/techbriefs/ssl.html?cp=sciln. In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:

Internet Explorer 6.0 or higher
Firefox 1.0.4 or higher
Safari (MAC Only)

MY INTERNET SERVICE PROVIDER FILTERS UNWANTED EMAIL AND SPAM. COULD THESE FILTERS BLOCK EMAIL THAT I WISH TO RECEIVE?
Yes, they may. Spam filters can restrict wanted email as well as unwanted email. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email.
Many email programs allow you to designate messages from lamer.com.hk as legitimate email, ensuring that all future correspondence regarding your lamer.com.hk order will be accepted. If you have further questions, please contact us at cs@lamer.com.hk.

WHERE IS MY ORDER?

You can track your order or access your order history by signing in and viewing your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

Once your order has been processed, we’re unable to combine or add an item to an existing order. If you would like to cancel your order, please contact our Consumer Care Centre. If your order has been shipped, please refer to Returns or contact our Consumer Care Centre.

WHY IS MY FAVORITE PRODUCT DISCONTINUED? CAN I STILL PURCHASE IT?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We are happy to assist in finding you a new alternate favorite.

CAN'T FIND THE ANSWER YOU ARE LOOKING FOR?

Please email cs@lamer.com.hk to contact our Consumer care advisor directly.

ARE THE ONLINE OFFERS APPLICABLE IN STORES AND COUNTERS?

The offers are exclusively for Online purchases. They are not available in stores and counters.

DO I GAIN MEMBERSHIP POINTS WHEN I PURCHASE PRODUCTS ONLINE?

Membership points program is yet to be available. Purchases made online are not calculated as store membership points.

HOW TO KNOW IF MY ORDER HAS BEEN RECEIVED?

You will receive an Email after placing the order. If the payment status shows to be successful, your order is confirmed. You may also login to ‘My Account’ to view the order status.

HOW TO USE THE DISCOUNT CODES?

Exclusive offers are updated frequently on our online site. Once your purchase meets a certain criteria, you may apply discount codes to get free gifts. To use a discount code, you may enter the code on the right of Shopping Bag page or Checkout page. Enter the code in the box and click ‘APPLY CODE’. Note that some promotions are not applicable to gift set purchases. Should you have any inquiries, please our Consumer care advisor via cs@lamer.com.hk or at 31014917 (Monday to Friday 9am-6pm).

WHAT SHOULD I DO IF THE PRODUCT I WANT TO BUY IS OUT OF STOCK?

You may click ‘Notify Me’ on the product page and submit your email address. Once the product is available, we will send you an email notification.

Payment
WHY IS MY CREDIT CARD REFUSED?

Your credit card may be refused for any of the following reasons:
- The card may have expired. Please check if your card is still valid.
- You may have reached your credit limit. Please contact your bank.
- The information you entered might be incorrect. Please check that all the required fields were filled in correctly.

WHAT SHALL I DO IF I COULD NOT COMPLETE THE CHECKOUT PROCESS?

If you are sure you have entered all correct information but cannot complete the checkout process, please contact our Consumer care advisor via cs@lamer.com.hk or at 31014917 (Monday to Friday 9am-6pm).

WHAT SHALL I DO IF MY PAYMENT IS DECLINED?

Please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. However, if you encounter any further difficulties or have any additional questions, please contact our Consumer care advisor via email cs@lamer.com.hk or at 31014917 (Monday to Friday 9am-6pm).

Our Products
WHERE CAN I BUY LA MER PRODUCTS?

To purchase LA MER products, you can shop online right here at lamer.com.hk. If you would like to visit an LA MER Counter near you in Hong Kong, SAR of China, click here to visit our Store Locator.

Last updated [Nov 1], 2021

THE WAVES DE LA MER LOYALTY PROGRAM (“PROGRAM”)
FAQs

WHAT IS THE WAVES DE LAMER LOYALTY PROGRAM?

It is a loyalty program run by our company, by joining the Waves De La Mer program, you’ll enjoy radiant rewards and exclusive perks, including a sample surprise on your birthday. Points earned 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?

You can join the Program by signing up with a La Mer Expert at any Concept Store* or department store counter** operated by La Mer Hong Kong (collectively “Stores”, and each a “Store”) or at www.lamer.com.hk. You will need to provide your first name, last name, mobile phone number, email address and month of birth in order to enroll. You may also provide us with your preferred salutation, date of birth and age group on optional basis. If you enroll at www.lamer.com.hk, you will need to create a password and agree to the Waves De La Mer loyalty program Terms and Conditions (“Program Terms & Conditions”). There is no cost to join Waves De La Mer.

WHO IS ELIGIBLE TO JOIN WAVES DE LA MER?
The Waves De La Mer program is available to individuals who are at least 18 years of age. No Purchase is needed to join the Program. Employees of the Estée Lauder companies and employees and individuals employed by our business partners or vendors who are interested to join this Program for personal use will not be eligible for certain Program benefits.
WHAT AM I AGREEING TO BY JOINING WAVES DE LA MER?
By becoming a Waves De La Mer loyalty program member, you agree that you have read, understood and agree to be bound by the program Terms & Conditions and by the terms of our Privacy Policy(as may be modified and published from time to time on our website).
WHAT TERMS GOVERN WAVES DE LA MER?
HOW DOES WAVES DE LA MER WORK?

By purchasing La Mer products or participating in certain brand experiences at our Stores and online, member will earn points accordingly. It is a tier-based program determined by the qualifying spend within every anniversary year on eligible purchases and through qualifying activities beginning on the date when you enroll. There are 3 tiers of membership with associated benefits:
• Tier 1, Marine  0 – $11,999
• Tier 2, Aquamarine  $12,000 –$29,999
• Tier 3, Ultramarine  $30,000

When you join, you’ll automatically be placed in Tier 1 (Marine) and be eligible for all the Tier 1 benefits. When you spend at least $12,000 in your first year, you’ll be automatically moved up to Tier 2 (Aquamarine), analogically when you spend $30,000 or more in your first year, you’ll qualify for Tier 3 (Ultramarine).

Your status in a particular tier is good for the remainder of the year of joining in which you qualified for and the following full year. After that, you’ll need to spend enough to qualify for that tier on yearly basis subsequently. For example, if you qualify for Tier 2 (Aquamarine), during your first year, you’ll maintain Aquamarine status during your second year. But, if you spend less than $12,000 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 more the benefits.

WHAT BENEFITS DO MEMBERS RECEIVE?

As a member, you will earn points to enjoy Points and Tier Benefits.

Points Benefits: Starting at 7,000 points, you are eligible to redeem some or all of these 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 can be redeemed in Stores operated by La Mer in Hong Kong, Macau, and/or on www.lamer.com.hk, depending on the reward. These rewards are based on the total number of points you have accumulated in a single year as listed below. Once you have redeemed your points reward, your points balance will be reduced by the applicable points value for that reward. You must redeem your available points prior to your anniversary date, otherwise the available points will expire. On your anniversary date, your points reset to zero (0)and you will start accumulating new points and earning new rewards when you spend with us again.

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 be redeemed in Stores or on www.lamer.com.hk, depending on the benefit. On your anniversary date, even though your unused points will be forfeited, your tier status will remain unchanged for that year.

Tier 1, Marine: 0–$11,999

• First Purchase gift (with purchase)*
• Birthday Gift (valid once per year)
• Complimentary engraving on select products (Online only, with purchase)
• Anniversary gift – Hand massage (Offline only, valid once per year)
• Complimentary standard shipping and returns (Online only. Applicable to all orders regardless of dollar value.)

Tier 2, Aquamarine: $12,000–$29,999

• All Tier 1 benefits
• Tier Upgrade Gift (Online with purchase, offline with/without purchase; one time upon tier upgrade)
• Birthday Certificate (with purchase, valid once per year)

Tier 3, Ultramarine: $30,000 and above
• All Tier 1 and 2 benefits
• Complimentary Express Shipping (Online only, no threshold. Applicable to all orders regardless of dollar value.)
• Concierge service by dedicated expert (Offline only)
• Private product introduction (Offline only)

Dis-enrolling and re-enrolling does not qualify you for an additional use, this is exclusive one-time use.

HOW DO I EARN POINTS?

To earn points, you must be enrolled in Waves de La Mer, and you must provide your Program member identification at the time of purchase, by signing into your Waves de La Mer account on the Site or by providing your Program member identifying information (e.g. name, registered email address and/or phone number) in a Store. If you are not a member of Waves de la Mer at the time of purchase, you must enroll in Store or on www.lamer.com.hk 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 at least 1 point for every HKD 1 spent on eligible purchases on in Store or on www.lamer.com.hk*, however the actual points earned depend on the channel and location of purchase as well as your tier status. Eligible purchases include regular priced merchandise and exclude redemption items, samples and gifts with purchases, shopping bags, sales tax, discounts, shipping and delivery charges, and/or other ad hoc promotions and excluded charges specified by us from time-to-time.

Purchases made outside of Hong Kong or Macau are also not eligible for the Program.

In addition to these purchases, here are more ways to earn points:
• Bonus points for your purchase in your birthday month
• Bonus points for your first purchase in your Program anniversary month(for tier 2 & tier 3 members)
• Bonus Points Events
• Submitting a Published Review (only at www.lamer.com.hk and at a maximum of once per quarter)

*All points are pending until your order is shipped, at which time they are added to your account and may be redeemed for rewards. It may take up to 24-48 hours from the time your order is shipped 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 shipped. It may take up to 24-48 hours from the time your order is shipped 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 accordingly 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 will remain unchanged which is determined by your qualifying spend 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 July 15, 2022, your anniversary date would be July 15, 2023, and every July 15 of each year following.

For those of you who enrolled in the old La Mer Hong Kong Miraculous Rewards, you are automatically enrolled in the Waves De La Mer and your point balance from the old La Mer Hong Kong Miraculous Rewards is also migrated to the Program. The cut-off date of such point balance shall remain as 30 June 2022 according to the old La Mer Hong Kong Miraculous Rewards terms and conditions. Thereafter, your anniversary date under the Program shall be 1 July each year.

Your anniversary date is shown on your Waves De La Mer loyalty account page.

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

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 will remain unchanged which is determined by your qualifying spend during the prior year of membership, and you are eligible for those tier benefits regardless of the number of points you have.

After the anniversary date of each year, your points balance will be reset to zero, and you can start earning points benefits again.
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 login to your account online at www.lamer.com.hk where you can track your current points, level and available benefits. You can also inquire about your Program status in any Store, or of Customer Service via email at cs@lamer.com.hk or by calling +852 31014917. 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 24-48 hours from the time your order is shipped for points to appear in your account.

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

It may take up to 24-48 hours from the time your order is shipped 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.

If it is found that an order is obtained through fraudulent or other activity that violates the Program 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.lamer.com.hk (at checkout with your purchase or at a delivery cost) or in-Store. 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.

Rewards can be redeemed in Stores operated by La Mer Hong Kong in Hong Kong or Macau, and/or on www.lamer.com.hk depending on the reward. You must login to your Waves De La Mer account on www.lamer.com.hk, or provide your Program member identifying information (e.g. name, registered email address and/or phone number) to our La Mer Expert in a Store, 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.lamer.com.hk with any purchase within your account profile if you have provided your month of birth. You must login to your Waves De La Mer account to redeem your birthday gift. You can also redeem your birthday gift in any Store by providing your Program member identifying information (e.g. name, registered email address and/or phone number) to a La Mer Expert. You must redeem your birthday gift by the last date of your month of birth, 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. Birthday gifts cannot be combined with any Waves De La Mer points benefits, discount offers or free product rewards or with any other site-wide or in-Store promotional offers (e.g., other discounts, free sample offers, free product offers, etc.).

HOW DO I GET MY FREE PRODUCTS?

Starting at 7,000 points, you are eligible to redeem some or all of those points for product rewards of certain retail value on www.lamer.com.hk or in Store. Please login to your Waves De La Mer account to see the latest reward offerings and make a redemption, or consult with a La Mer Expert in any Store. To redeem your points, simply log into your Waves De La Mer account and choose one of the eligible products on your loyalty account page and add it to your bag, or provide your Program member identifying information (e.g. name, registered email address and/or phone number) to a La Mer Expert in any Store. 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 SHIPPING ON WWW.LAMER.COM.HK?

Standard shipping on www.lamer.com.hk is offered to all Program members, regardless of tier status. You must select “Standard” shipping at checkout and login to your Waves De La Mer account. This is a site-wide benefit applicable for all Program members.

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 qualifying spend in each prior year of membership. Your status in a particular tier is good for the remainder of 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. For example, if you qualify for Tier 2 (Aquamarine), during your first year, you’ll maintain Aquamarine status during your second year. But, if you spend less than $12,000 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?

No. Membership does not expire.

CAN THE WAVES DE LA MER LOYALTY PROGRAM BE TERMINATED?

Yes. We may cancel, modify, restrict or terminate the Waves De La Mer or any aspect or feature of this loyalty program from time to time, and such changes may affect the value of points and benefits already accumulated or earned and/or the ability to redeem accumulated points and benefits. We will use reasonable endeavours to provide advance notice to you of any material changes to or the cancellation, modification or restriction of our Program Terms, these FAQs and/or the Program in writing or by posting it on www.lamer.com.hk or our other channels.

CAN MY WAVES DE LA MER MEMBERSHIP BE TERMINATED?

La Mer in its sole reasonable discretion, can terminate any member for any reason including, but not limited to, any failure to comply with the Waves De La Mer Terms & Conditionsand/or our other applicable terms and conditions, e.g. website Terms & Conditions.

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

If your membership is terminated, 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 Customer Service via email at cs@lamer.com.hk or by calling +852 31014917.

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

You can update your information by visiting your account online at www.lamer.com.hk. 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 Customer Service via email at cs@lamer.com.hk or by calling +852 31014917.

WHAT DO I DO IF I FORGET MY PASSWORD?

You can reset your password on www.lamer.com.hk 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 merchandised 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 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 at our discretion. We will use reasonable endeavours to provide advance notice to you of any material changes to or the cancellation, modification or restriction of our Program Terms, these FAQs and/or the Program in writing or by posting it on www.lamer.com.hk or our other channels.

ARE THERE ANY LIMITATIONS ON THE NUMBER OF PURCHASES OR ACTIVITIES THAT ARE ELIGIBLE FOR WAVES DE LA MER AND/OR POINTS AND 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 ANY LIMITATIONS ON THE NUMBER OR TYPES OF BENEFITS I MAY RECEIVE OR EARN IN ANY GIVEN LEVEL OR AT ANY GIVEN 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 Customer Service via email at cs@lamer.com.hk or by calling +852 31014917.

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