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FAQ
WHERE IS MY ORDER?

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.

For time sensitive requests, such as order cancellations or address changes, please call us toll-free at 1-866-850-9400  for assistance

WHAT FORMS OF PAYMENT CAN I USE?

Credit cards accepted:

- American Express
- Discover
- MasterCard
- Visa

We're sorry, we do not accept:

- CODs
- Layaway plan
- Personal Checks
- Money Orders
- Credit cards with billing addresses outside the U.S.

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.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us within 1 hour of order placement via our 24/7 toll-free number, 1-866-850-9400 and we will do our best to accommodate your request to change or cancel your order.

HOW DO I RETURN AN ITEM?

If for any reason you are not happy with your purchase on LaMer.com, you may return the unused portion to us for a refund or exchange.

•   Call 1-866-850-9400 to arrange your free return. Our Online Experts will be happy to help you find a product to better suit your needs—or refund your purchase price—and we'll cover the return postage.

•   A free return label will be provided to you via email. Simply print the label and affix it to the return package.

•   To prepare your return package, please fill out the Return Merchandise/Exchange section on the back of the invoice (enclosed in your original order) and place it inside the return package.

•   If you are making an exchange and the total cost of your exchange is more than the amount of your return, please include your payment information on the back of the invoice.

•   If you are returning or exchanging a gift, please check the box marked “Gift Return” on the back of the invoice.

•   Follow the shipping instructions provided in the email containing the prepaid label to send your return package.

For your protection and to ensure prompt delivery, we recommend that you send your return via UPS or insured Parcel Post. Your return and exchange will be processed promptly and will be shipped via standard ground shipping. Processing and transit time for exchange packages is usually 7-10 business days from the time the exchange is received. Business days are from Monday to Friday, excluding federal holidays within the United States. An email will be sent to confirm receipt and processing of your return or exchange request.

If the items received are damaged, please refer to Damaged Items.

Please note: Only products purchased on LaMer.com may be returned for refund or exchange.

If you have questions about returns or exchanges, please contact us by phone at 1-866-850-9400  or via email at LaMerOnlineService@CremedelaMer.com.

WHY IS MY FAVORITE ITEM OUT OF STOCK?

If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item, please contact us at 1-866-850-9400  and we will be happy to assist you.

WHY IS MY FAVORITE 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.

For assistance in locating a discontinued product for purchase, please contact our Corporate Headquarters via telephone at 1-800-216-7173 between 9 am and 4 pm ET, Monday through Friday on business days and ask to speak with a member of our Gone but Not Forgotten team will be happy to assist you

WHERE IS MY NEAREST LA MER COUNTER?

Visit our STORE LOCATOR page to locate a La Mer counter near you.

CAN I ORDER FROM OUTSIDE THE US?

Cremedelamer.com accepts orders for delivery within the U.S. and Canada only (including APO/FPO/DPO, P.O. Boxes, and U.S. Territories). For orders to be shipped outside of the United States, please visit our Store Locator.

WHAT SHOULD I EXPECT IF I PURCHASE A "PRE-ORDER" ITEM ?

Pre-Order is the ability to reserve a product prior to prior to the date on which it becomes available for immediate purchase on www.cremedelamer.com. When you purchase a Pre-Order item, we will provide an estimated ship date for that item during the checkout process and in your order confirmation email.  If you have an account, this date is also visible in the Order History section. Pre-Order items may ship separately from other items in your order, and you will receive a shipping confirmation email when the shipment occurs.  If multiple shipments occur, you will not be charged additional shipping, and any samples or promotional items ordered will be included in your first shipment. If we are unable to ship your product by the estimated ship date, we will provide you with notice and you will have an option to cancel.

WHEN WILL I BE CHARGED FOR A PRE-ORDER PURCHASE?

La Mer Online does not charge your credit or debit card until your item(s) has shipped. However, prior to shipment, your debit or credit card statement may show an “authorization hold,” which may look similar to a deduction from your account. These funds have not been deducted but are instead being reserved within your account to ensure that your order can be processed. The authorization hold will typically last from three to seven days, depending on the policy of your bank or card issuer.

HOW CAN I CANCEL OR EDIT A PRE-ORDER PURCHASE?

You can check the status of your pre-ordered items online at www.cremedelamer.com if you have an account, or by contacting La Mer Online Customer Care. If you need further assistance or wish to cancel or make a change to your pre-order before it ships, please contact Customer Care at 1-866-850-9400  or by email at LaMerOnlineService@LaMer.com.

Please note that any modifications to your order, including changes to your shipping address or payment method, must be made by cancelling your original order and placing a new order with the updated information and is subject to inventory availability at the time of the new order.

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.

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.

HOW CAN I FIND OUT ABOUT LA MER SPECIAL EVENTS?

You may sign up to receive the La Mer newsletter from La Mer Online to learn about new products, complimentary shipping and sampling offers and special events in your area.

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

Please contact us at 1-866-850-9400  and we will be happy to assist you.