What is your returns policy?

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 in this returns policy (“Policy”) below. 

The benefits provided to you under this Policy are in addition to other rights and remedies available to you under applicable law, including the Thai Consumer Protection Act B.E. 2522 (1979) and Direct Sales and Direct Marketing Act, B.E. 2545 (2002). 

Returns Period

We will provide you with a refund of the original purchase price or an exchange in accordance with this Policy upon return of the products, with proof of purchase, within thirty (30) days of purchase. In any case, the returned product must be unopened and in original condition.

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.

For in-store purchases, if you have a gift receipt, we will provide you with an exchange.

For in-store purchase of Products, 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. 

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.

How to make a return

In-Store

For products purchased in any Aesop store

Products purchased in an Aesop store 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.

Online

For products purchased from Aesop online

Products purchased from our online store may be refunded 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 7 working days for the funds to present on a statement.

Exchanges

Products purchased in-store may be exchanged for any products up to the purchase value of the returned products, in-store only.  Any additional amount owing beyond the value of the returned products must be paid by the customer. 

Products purchased from our online store cannot be exchanged.  In such circumstances, you may contact us to request a refund in accordance with this refund policy.

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 products of equal or greater value, with the difference paid by the customer, at any Aesop store in any country.