Understanding the specifics of the Aesop return policy can make all the difference when you’re trying out a new skincare or fragrance product. If a formulation doesn’t suit you, it’s reassuring to know the company has a structured approach for returns and exchanges. This guide breaks down everything you need to know, from timeframes to conditions, so you can shop with complete confidence.
We’ll cover the standard policy for online and in-store purchases, the details of their complimentary consultation samples, and the special considerations for gifts and digital orders. You’ll find clear, step-by-step instructions for initiating a return, along with answers to the most common questions customers have.
Aesop Return Policy
At its core, the Aesop return policy is designed to be straightforward and customer-friendly. They stand behind their products and want you to be completely satisfied with your purchase. The key principle is that items can be returned or exchanged within 365 days of purchase, provided they are in resalable condition. This generous one-year window is notably longer than many other retailers.
However, there are some important conditions and variations depending on where and how you bought the item. The process for something bought on their website is slightly different from a store purchase. Let’s look at the main categories.
Returns for Online Purchases
If you placed an order through the Aesop website or their official app, you’ll follow a dedicated process for returns. You are responsible for the cost of return shipping unless the product is faulty or there was an error in the order sent to you.
Here is the step-by-step process for online returns:
1. Contact Customer Service. Start by emailing the Aesop team at the address provided on their website’s contact page. You should include your order number and the items you wish to return.
2. Receive Instructions. Their team will reply with specific instructions and may provide you with a Return Merchandise Authorization (RMA) number. It’s important to reference this number.
3. Pack the Items Securely. Place the unused products in their original packaging, if possible. Include any documentation like the packing slip.
4. Ship the Package. Send the parcel to the address provided by customer service using a traceable shipping service. Remember to keep your proof of postage.
5. Wait for Processing. Once received, Aesop will inspect the return. Processing typically takes a few business days after arrival.
Refunds are usually issued to the original payment method used for the order. The time it takes for the refund to appear on your statement depends on your bank or card issuer, but Aesop initiates it promptly.
Returns for In-Store Purchases
For items bought at an Aesop boutique, counter, or stockist, you must return them to a physical location. You cannot return in-store purchases by mail. This is often the quickest method for an exchange or refund.
The steps are simple:
* Bring the item(s) you wish to return to any Aesop store.
* Present the product in its original packaging, if available, along with your proof of purchase (receipt or gift receipt).
* A staff member will assist you. They can process an immediate exchange or, if you prefer a refund, it will be issued to your original payment method.
Without a receipt, the store may offer store credit at the current selling price, subject to manager approval. Its always best to keep your receipt safe.
The Policy on Samples and Testers
Aesop is renowned for encouraging customers to try before they commit. This philosophy is central to their service.
* Complimentary Consultations: In stores, staff are happy to provide samples of products they recommend for your skin type or concerns. These small sachets or vials are free and intended to help you make an informed decision.
* Online Samples: With online orders, Aesop often includes a few selected samples based on your purchase.
* Important Note: These complimentary samples are not part of the formal return policy. They cannot be returned or exchanged for value, as they are a gift with purchase. If a purchased full-size product doesn’t work for you, that’s what the main return policy covers.
Conditions for Returns
The 365-day return window is generous, but products must meet certain conditions to be accepted. These are in place to ensure items can be restocked safely.
* Minimal Usage: The product must be essentially unused. A small amount for testing is generally acceptable, but the item should be largely full.
* Original Packaging: Having the original box, bottle, or tube is highly recommended and sometimes required, especially for hygiene reasons.
* Resalable Condition: The product must be in a condition that Aesop can ethically put back on the shelf. This means no significant damage, no altered seals, and clean packaging.
* Proof of Purchase: A receipt, email confirmation, or gift receipt is almost always necessary to process any return or exchange.
Exchanges vs. Refunds
You can choose between an exchange or a full refund for eligible items.
* Exchanges: You can exchange a product for another item of your choice. If the new item costs more, you’ll pay the difference. If it costs less, you’ll receive a refund for the balance. In-store exchanges are instant.
* Refunds: For a refund, the amount will be credited back to the original form of payment used during the purchase. For online returns, this happens after the warehouse processes the returned parcel.
Gift Returns and Exchanges
Receiving an Aesop product as a gift is a lovely experience. If you need to return or exchange it, the process is still simple.
* With a Gift Receipt: If the giver included a gift receipt, you can return the item within 365 days for an exchange or store credit. A refund will not be issued to cash or to your card, as the original payment belongs to the person who bought the gift.
* Without a Gift Receipt: If you don’t have a gift receipt, you may still be able to exchange the item or receive store credit at the current selling price, subject to the store manager’s discretion.
What If Your Product is Faulty or Damaged?
Aesop takes quality control very seriously, but occasional issues can occur. If you receive a product that is damaged, leaking, or otherwise faulty, they will resolve it quickly.
* Online Orders: Contact customer service immediately with your order number and photos of the damaged product and its packaging. They will typically send a replacement straight away and provide a prepaid label for you to return the damaged item.
* In-Store Purchases: Take the faulty product and your receipt back to the store. They will apologize for the inconvenience and provide a replacement or refund on the spot.
In these cases, return shipping fees are always covered by Aesop.
International Return Considerations
If you are ordering from a country different than your shipping address, or need to return an item internationally, the process can involve extra steps.
* Customs Duties: You are generally responsible for any customs duties or taxes incurred on the returned parcel. These are rarely refundable.
* Return Address: International returns must be sent to a specific distribution center, which customer service will specify. It may not be the same country you ordered from.
* Shipping Costs: The cost of international return shipping is typically the customer’s responsibility, unless the item is faulty.
Always contact customer service before sending an international return to get the correct adress and to understand any potential costs.
Tips for a Smooth Return Experience
Following a few simple tips can make your return process effortless.
* Keep Your Receipt: File or photograph your receipt as soon as you buy something. This is the single most helpful thing you can do.
* Test Products Mindfully: When trying a new product, use a small amount initially to see how your skin reacts. This ensures the product remains in a returnable condition if it’s not for you.
* Initiate Returns Promptly: While you have a year, don’t let the item sit in a cupboard for months. If you know you won’t use it, start the return sooner.
* Use Tracked Shipping: For online returns, always use a postal service that provides a tracking number and proof of delivery. This protects you if the parcel gets lost.
* Be Clear in Communication: When emailing customer service, state your order number, the product name, and the reason for the return clearly in your first message.
Frequently Asked Questions (FAQ)
How long do I have to return an Aesop product?
You have a generous 365 days from the date of purchase to return an item for a refund or exchange, provided it is in resalable condition.
Can I return an Aesop product without the original box?
It is strongly recommended to keep the original packaging. For hygiene and resale reasons, some products may not be eligible for return without it, especially if they have been opened. The final decision is at the discretion of the staff.
Does Aesop offer refunds for shipping costs?
Aesop does not typically refund the original shipping cost unless the return is due to their error (like sending the wrong item) or a faulty product. The customer is usually responsible for the cost of return shipping.
Can I return a product I bought online to an Aesop store?
No, online purchases must be returned by mail using the process outlined by customer service. In-store purchases must be returned to a physical store.
What is Aesop’s return policy on used products?
Products must be minimally used to be eligible for return. Testing a small amount is fine, but the item should be largely full and in a condition that allows Aesop to restock it. A heavily used product will likely not be accepted.
How long does an Aesop refund take to process?
Once the returned item is received and inspected at their warehouse, Aesop processes the refund quickly. The refund is then issued to your original payment method. It can take 5-10 business days for the funds to appear on your credit card or bank statement, depending on your financial institution.
What if I lost my receipt?
Without a receipt, a return or exchange is not guaranteed. However, an Aesop store may be able to look up your purchase if you used a credit card or loyalty program, or they might offer store credit at the item’s current selling price. This is entirely at the store’s discretion.
Are sale items final sale?
Typically, sale items are eligible for return under the standard policy, but it’s always best to check the terms at the time of purchase, as promotions can sometimes have specific conditions attached.
Understanding the Aesop return policy means you can explore their range of formulations with peace of mind. Their 365-day window reflects a strong confidence in their products and a genuine commitment to customer satisfaction. By keeping your receipt, preserving the packaging when you can, and following the simple steps for your purchase type, any return or exchange can be handled smoothly. This policy ultimately enhances the experience of finding the right products for your personal care routine.