We sincerely hope you derive ongoing pleasure from your Aesop products. 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.
We will provide you with a refund of the original purchase price or an exchange upon return of the products, with proof of purchase, if the product was purchased:
- during any time of the year other than between 1 November and 31 December (inclusive): within thirty (30) days from the date of purchase.
- between 1 November and 31 December (inclusive): within 90 days of purchase.
Adverse reactions to Aesop products
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.
Proof of Purchase and Refunds
Proof of purchase can take the form of a receipt (paper or electronic) or a bank statement, or if your purchase was recorded against your customer profile, it can be found in our system.
If you have a gift receipt, we will provide you with an exchange or gift card.
If you do not have any proof of purchase, we would be pleased to coordinate an exchange for alternative products of equal or greater value at any Aesop store, with the difference paid by the customer.
All refunds will be processed via the original payment method. Products may be exchanged for any products up to the purchase value of the returned products. Any additional amount owing beyond the value of the returned products must be paid by the customer.
Kits, (Gift-Kits, Duets, Pre-Packaged Bundles, Travel Kits)
You may return 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 refunded or exchanged.
Gift cards may not be returned or redeemed for cash, unless otherwise required by law.
How to make a return
For products purchased in any Aesop store and via Call and Collect
Products purchased in an Aesop store or via the Call and Collect service may be refunded for the purchase price of the product in any Aesop store in the country of purchase, or exchanged at any Aesop store, in accordance with the terms of this Policy. They cannot be returned through our online store for a refund or an exchange.
For products purchased through a department store or other authorised stockist
Please consult the department store or authorised stockist’s returns policy for guidance on requesting a refund or exchange for products purchased from these retailers.
Products purchased from an Aesop counter in a department store or from an authorised stockist may be exchanged for alternative products at any Aesop store, in accordance with the terms of this Policy.
We cannot provide a refund in any Aesop store or via our online store for these purchases.
Purchases from Aesop stores or our online store cannot be refunded or exchanged at any department store or authorised stockist.
For products purchased through any Aesop store or counter at an airport
Please consult the airport store or counter’s returns policy for guidance on requesting a refund or exchange for products purchased at these retailers.
Products purchased from an airport store or counter may be exchanged at any Aesop store for alternative products in accordance with this Policy.
We cannot provide refunds for any purchases made at an Aesop store or counter in an airport in an Aesop store or via our online store.
For products purchased from Aesop online and via Click and Collect
Products purchased from our online store and via the Click and Collect service may be refunded as outlined below.
Where the original purchase was made using a credit/debit card, you may return the products:
- to any Aesop store in the country of purchase; or
- through the online store by contacting us to request a return.
To contact our online store, please visit our contact page, select ‘Returns & Exchanges’ from the drop-down menu and complete the form, ensuring the online order number of the purchase (provided in the order confirmation email) is included.
Upon receipt of an online return request, our customer service consultants will provide you with a prepaid return postal label via email with instructions for returning the products. A refund will be processed upon receipt of the returned products via the method of original payment. Please allow up to 5 working days for the funds to present on a statement.
For products purchased via Alipay, PayPal, WeChat Pay or Klarna
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, WeChat Pay or Klarna. Please 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.
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 products of equal or greater value, with the difference paid by the customer, at any Aesop store in any country.