Returns Policy (Australia, Canada, New Zealand, UK and US only)

Applicable to Australia, Canada, New Zealand, UK and US only 

Published on aesop.com 5 November 2020

When can I return?

We sincerely hope you find your Aesop products suitable and derive ongoing pleasure from them. However, should you find a product is not suitable, we would be pleased to coordinate a refund or exchange in accordance with the instructions below.

Aesop will provide you with a refund of the original purchase price or an exchange upon return of the product(s) with proof of purchase, if the product was purchased:

• between1 November and 31 December (inclusive): within ninety (90) days from the date of purchase; and
• during any time of the year other than between 1 November and 31 December (inclusive): within thirty (30) days from the date of purchase.

All refunds will be processed via the original payment method. Product(s) may be exchanged for any product(s) up to the purchase value of the returned product(s). Any additional amount owing beyond the value of the returned product(s) must be paid by the customer.

 Notwithstanding the above, with respect to any purchase made at any time of the year, should you find a product is not suitable, and do not have any proof of purchase, we would be pleased to coordinate an exchange for alternative product(s) of equal or greater value, with the difference paid by the customer, at any Aesop store.

Should you experience an adverse reaction to an Aesop product, or any quality concerns with your product, please Contact Us immediately for guidance. 

Please refer to our online Terms of Trade applicable to the country of purchase for information on your rights and Aesop’s obligations under law.

How to make a return

For products purchased in any Aesop store and via Call and Collect

For purchases from an Aesop store or via the Call and Collect service, we would be pleased to coordinate a refund of the purchase price of the product in the country of purchase at any Aesop store, or an exchange for alternative product(s) at any Aesop store, in accordance with the terms of this Policy.

Please note, purchases made from an Aesop store or via Call and Collect cannot be returned through our online store for refund or exchange.

For products purchased from Aesop online and via Click and Collect

For purchases from our online store and via the Click and Collect service, we would be pleased to process a refund as outlined below.

Where the original purchase was made using a credit/debit card, you may return the product(s)

• to any Aesop store in the country of purchase; or
• through the online store by contacting our online store to request a return. To contact our online store, please click here, select ‘Order Enquiry’ from the drop-down menu and complete the form, ensuring the online order number of the purchase (provided at the time the order is made) is provided.

Upon receipt of an online return request, our customer service consultants will provide you with a prepaid return postal label via email with instructions as to how to return the products. A refund will be processed upon receipt of the returned product(s) via the method of original payment. Please allow up to five (5) working days for the funds to present on a statement.

Please note, we are unable to process a refund in an Aesop store for purchases made from our online store where payment was made via AliPay, PayPal, AfterPay, WeChat Pay or Klarna, and we therefore request that you contact our online store to request a return, as per the above guidance.

To exchange products purchased from our online store, in accordance with the terms of this Policy, we request that you either:

• visit an Aesop store for an exchange to be coordinated; or
• contact our online store to request a return as per the above guidance and complete the purchase of alternative products either online or in store.

For products purchased through a department store or other authorised stockist

 For purchases made at an Aesop counter in a department store, or through an authorised Aesop stockist, that you wish to return or exchange through that department store or authorised stockist, please consult the department store / authorised stockist’s returns policy for guidance on how to request a refund and / or exchange.

We would be pleased to coordinate an exchange for alternative product(s) purchased from an Aesop counter at a department store, or authorised stockist, at any Aesop store, in accordance with the terms of this Policy. However, please note, we cannot provide you with a refund for any purchases made at an Aesop counter in a department store, or through an authorised Aesop stockist, in an Aesop store or via our online store.

Please note, purchases from Aesop stores or our online store cannot be refunded or exchanged at any department store Aesop counter or authorised stockist.

For products purchased through any Aesop store or counter at an airport

For purchases made at any airport store or counter, that you wish to return or exchange through that airport store or counter, please consult the airport store’s or counter’s returns policy for guidance on how to request a refund and / or exchange.

Products that are purchased at an airport store or counter may be exchanged at any Aesop store for alternative product(s) of equal or greater value, with the difference paid by the customer, in accordance with this Policy. However, please note, we cannot provide you with a refund for any purchases made at an Aesop store or counter in an airport in an Aesop store or via our online store.

International Returns

Due to different currencies, prices and taxation laws, we are unable to coordinate a refund for an Aesop product that has been purchased in a country other than the country of purchase.

However, we would be pleased to coordinate an exchange for alternative product(s) of equal or greater value, with the difference paid by the customer, at any Aesop store in any country.

 Kits (Gift Kits, Duets, Pre-Packaged Bundles, Travel Kits)

You may return or exchange any of our Kits in accordance with the terms of this Policy, but only as a whole with all products included. Individual products within a Kit may not be individually returned or exchanged. 

Gift Cards

Gift Cards may not be returned or redeemed for cash, unless otherwise required by law.