Top FAQs
Important Notice
We have re-opened our stores – with your safety and comfort in mind. Find a Store
As always, your favorite products are available 24/7 on origins.com, and our Live Chat artists are available to consult, provide guidance and answer your beauty questions. If you have any order-related questions, please click here to contact our Customer Care team.
Thank you for being part of our Origins family.
Can’t find the answer you are looking for?
Contact our Customer Care representatives at 1-800-674-4467 or Chat Live with us.
How do I check on an order I have placed?
If you have your order number, go to Track My Order page and input your order number to check the order status
If you are a registered Origins customer, you may check the status of your order online. For questions regarding the status of your order or if you are not a registered member, you may contact our Customer Care representatives at 1-800-ORIGINS or Chat Live with us. For fastest service, please provide your order number when making inquiries.
What is your return/exchange policy?
If for any reason you are not completely satisfied with your Origins Online purchase, simply return the unused portion and we will be happy to remit your account for the full amount of your purchase. If you prefer, you may exchange your purchase for other Origins products. More information about Returns and Exchanges.
Do you accept international orders?
We’re sorry, Origins.com is currently unable to accept orders to be billed or shipped to destinations outside the U.S and Canada. We apologize for any inconvenience.
If you live in the United Kingdom area please visit us at: http://www.origins.co.uk/
If you live in China please visit us at: http://www.origins.com.cn/
Can you send me samples?
Regrettably, samples are not available for general distribution. If your desire is to “try before you buy,"
please know that it is Origins Online policy to accept returns or exchanges for products that you are not satisfied with.
Why is my favorite product discontinued? What can I use now?
We always strive to deliver the best products, ingredients & formulas to our customers. In order to focus on upcoming innovations in clean, high-performance skincare, we decided to discontinue some of our products. But don’t worry—we’re happy to help find the perfect replacement. Please visit us at https://www.origins.com/goodbyes for suggestions on similar alternatives.
You can also Chat Live with our online Guides.
Where can I learn more about the Gone But Not Forgotten program?
Gone But Not Forgotten – Temporarily Unavailable
Searching for your signature scent? Reluctant to part with that perfect shade of foundation? The cosmetics industry continuously discontinues products in order to bring consumers the newest trends and innovations.
The Estée Lauder Companies Inc. understands that having a beloved product discontinued can be frustrating, and searching for a replacement can be daunting and time consuming. That’s why we’re currently revamping our Gone But Not Forgotten program to bring you an even better experience. While we work behind the scenes to enhance the platform, the program is temporarily unavailable.
We appreciate your patience and can’t wait to share the improved experience with you soon. Stay tuned—your favorite discontinued products will be just a click away again before you know it!
Where can I buy Origins Products?
Only U.S. & Canada residents may buy Origins products online at Origins.com. To locate a store near you in the U.S. and Canada, click here for our Store Locator. Where Local Inventory information is available and inventory is in stock, we will match the price shown on Origins.com at our Origins stores at the time of purchase.
Animal Testing
Origins has a strong belief that cosmetic animal testing is not necessary and should be eliminated worldwide. We do not test on animals and our company is helping to bring about change in countries where animal testing is conducted on cosmetics as required by law. Read More
Is it safe to use my credit card?
Yes. When you submit any personal information (name, address and credit card) during Checkout, the data is encrypted and sent over a secure connection to our Web site server. If you prefer, you may submit your order via telephone at 1-800-ORIGINS. Our Customer Care Representatives are available seven days a week, twenty-four hours a day.
Does anyone else see the information that I provide to Origins?
We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy Policy for additional information.
SPAM filters and ISPs
Your Internet Service Provider (ISP) or Email client may be using filters to block email and this may be affecting the receipt of email from Origins Online. If you believe this is happening, please consult the help section of your email program or contact your ISP directly to see how to relax or remove the settings that filter or block email. This will ensure that correspondence from Origins Online will be accepted. If you have any questions, please contact us at 1-800-ORIGINS.
If your provider is AOL:
1. Open the Email message.
2. Click “Add to Address”
icon.
3. The name and Email address from Email are pre-populated in the Add Contact pop-up.
Verify that the information in these fields is correct.
4. Click “Save"
.
If your provider is Yahoo:
1. Open the Email message.
2. Click the “Add to Address Book"
link on the far right.
3. The address will be automatically entered into your Yahoo! Address Book.
If your provider is Hotmail:
1. Open the Email message.
2. Click “Save Address(es)"
at the top of the message header.
If your provider is MSN:
1. Open the Email message.
2. Click “Save Addresses"
on the right.
3. Select the check box next to the address you want to save.
You can also make changes to the contact information.
4. Click “Save".
If your provider is Gmail:
1. On your computer, open Gmail.
2. On the left, click “More"
3. Click Spam.
4. Open the email.
5. At the top, click “Not spam".