FAQ
Frequently Asked Questions
Is your La Mer authentic?
Yes. Every product we sell is 100% genuine La Mer, brand new and factory sealed. We never sell testers, refills, decants, or counterfeits. Every order is covered by our authenticity guarantee — if a product is not genuine, we refund you in full.
Why is your La Mer up to 70% cheaper than the department store?
We are an independent discount retailer, not a boutique. We buy authentic La Mer stock in volume through wholesale and grey-market distribution channels and pass the saving directly to you. Same sealed product, same Miracle Broth™ formula, far lower price.
Are you the official La Mer website?
No. We are an independent reseller of genuine La Mer products and are not affiliated with or endorsed by Crème de la Mer or the Estée Lauder Companies. The official brand site is cremedelamer.com.
Do products come sealed in the original box?
Yes. All items arrive brand new in their original sealed packaging with batch codes intact, exactly as they left the manufacturer.
How can I check my La Mer is real?
Check the batch code printed on the base of the jar or carton, the weight and finish of the packaging, and the texture and scent of the cream. Genuine Crème de la Mer has a dense, balm-like texture that warms between the fingers. If anything seems wrong, contact us and we will refund you in full — authenticity claims are not limited to the returns window.
What is the shelf life?
Unopened La Mer products are good for approximately three years from manufacture. Once opened, use within 12 months for best results. We only ship recently produced stock.
Do you offer free shipping?
Yes — free tracked shipping across the USA on every order, with no minimum. Orders are processed within 1–2 business days and typically arrive within 3–5 business days. See our Shipping & Delivery policy.
Can I track my order?
Yes. You will receive a tracking number by email as soon as your order ships. Please allow up to 48 hours for tracking to activate. See our Track Your Order page.
What is your return policy?
We offer 14-day returns on unopened, unused items in their original sealed packaging. Email us with your order number to start a return and we will refund your original payment method once the item arrives back. Full details are in our Returns & Refund Policy.
What if my order arrives damaged?
Email [email protected] within 48 hours of delivery with photos of the product and packaging. We will arrange a replacement or full refund at no cost to you.
Can I change or cancel my order?
Yes, within 24 hours of ordering and before it ships. Email us with your order number as soon as possible. Once dispatched, an order cannot be changed — but our 14-day return policy still applies.
Which payment methods do you accept?
All major credit and debit cards, plus Shop Pay, Apple Pay, and Google Pay. Every payment is processed through a secure SSL-encrypted, PCI-compliant checkout — we never see or store your card details.
Which La Mer product should I start with?
Most people start with Crème de la Mer moisturizing cream — the 30ml size is the ideal introduction. For dark circles try The Eye Concentrate, and for barrier repair try The Concentrate serum.
How do I contact you?
Email [email protected] — we reply within 24 hours on business days. You can also use the form on our Contact Us page.