FREQUENTLY ASKED QUESTIONS
CUSTOMER SERVICE
Please note holiday hours may vary.
CHAT
Chat with Customer Support M-F 8am - midnight ET Sat & Sun 10am - 10pm ET
Chat with a Beauty Expert M-F 10am-10pm ET Sat & Sun 12pm - 8pm ET
CALL
We’re here to talk M-F 8am - 10pm ET Sat & Sun 10am - 8pm ET
+1.866.850.9400
ORDER PROCESSING
Most orders are processed within one to two business days (processing time does not include weekend days).
Orders placed on Saturday and Sunday will be processed the following Monday.
Orders for Priority Shipping will be processed the same day if received by 2:00 PM EST.
Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays).
We’re sorry, we are currently unable to accept orders that are billed or shipped to destinations outside the U.S. We apologize for any inconvenience.
*All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.
ORDER STATUS
You may check the status of your most recent order(s) by visiting our Order Status page. This is the easiest and fastest way to get the most current information regarding your La Mer Online orders.
When you click on Order Status, you will be prompted to log in with your email address and password. This Order Status page will provide you with detailed information about your current and past orders. After your order is shipped, your tracking number, if available, will be displayed. To track your order via the carrier’s website, you may click on the tracking number to view the delivery status of your order.
Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.
LOST OR MISSING ORDERS
If the tracking information for your package is confirmed delivered, and you are unable to locate the delivered package please:
- Check with neighbors and family members
- Look around the delivery location
- Check for notice of attempted delivery
- Contact the carrier directly who can assist further
Note: La Mer Online monitors claims of lost, missing, wrong and damaged items for abuse. Lost, missing, wrong and damaged items must be reported immediately upon receipt of the shipment, and any damaged, wrong, missing items must be retained (including the shipper). La Mer Online reserves the right to limit or deny the reshipment or credit of an order/item in all instances.
