Customer Service Policy

Laneigeoutlet Customer Service Policy

At Laneigeoutlet, we are committed to providing exceptional customer service that aligns with our brand promise of accessibility, trust, and satisfaction. This Customer Service Policy outlines our core commitments, service standards, and support channels to ensure a transparent and seamless experience for every customer. We value your trust and strive to address your needs with professionalism, empathy, and efficiency.

1. Communication & Support Channels

We offer multiple convenient ways to reach our customer service team, ensuring you can connect with us whenever you need assistance:
  • Email Support: Our primary support channel is [email protected]. We aim to respond to all emails within 24-48 business hours (excluding weekends and public holidays) with personalized solutions to your inquiries, feedback, or concerns.
  • Inquiry Scope: We assist with product details, order tracking, shipping information, returns & exchanges, payment issues, account management, and general feedback. For faster processing, please include your order number (if applicable) and clear details of your request in your message.

2. Order & Shipping Support

  • Order Confirmation: You will receive an automated order confirmation email immediately after placing your order. If you do not receive this email within 1 hour, please check your spam folder or contact us to verify your order status.
  • Order Modifications/Cancellations: We process orders quickly to ensure timely delivery, so order modifications (e.g., shipping address, product quantity) or cancellations must be requested within 2 hours of placing the order. After this window, we cannot guarantee changes, but we will do our best to assist.
  • Shipping Updates: Once your order is dispatched, you will receive a shipping confirmation email with a tracking number to monitor your package’s progress. If you experience delays beyond the estimated delivery time (varies by region), please contact us for further assistance.

3. Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you are unhappy with a product for any reason, we offer a hassle-free return policy:
  • Eligibility: Products must be returned within 30 days of delivery, unused, unopened, and in their original packaging (with tags, seals, and accessories intact). Used or damaged products may not be eligible for return, except in cases of manufacturing defects.
  • Return Process: To initiate a return, please email [email protected] with your order number, product details, and reason for return. Our team will provide you with a return authorization (RA) number and instructions for shipping the product back.
  • Refunds: Once we receive and inspect the returned product (typically 5-7 business days after delivery to our warehouse), we will process your refund. Refunds will be issued to your original payment method within 7-10 business days, excluding shipping fees (unless the return is due to our error, e.g., wrong product, defective item).
  • Exchanges: We offer exchanges for size, color, or alternative products (subject to availability). Please specify your exchange request in your return email, and our team will guide you through the process.

4. Product Quality & Defect Support

  • All products sold on Laneigeoutlet undergo strict quality checks. If you receive a defective or damaged product (e.g., broken packaging, malfunctioning item), please contact us within 7 days of delivery with photos of the product and packaging. We will arrange for a free replacement or full refund, including shipping costs.
  • For skincare or makeup products that cause adverse reactions (e.g., irritation), please discontinue use immediately and contact us. We may request additional details (e.g., skin type, usage method) to assist you, and will facilitate a return or refund as appropriate.

5. Privacy & Data Protection

We respect your privacy and adhere to strict data protection standards. Any personal information you share with us (e.g., name, email, shipping address, payment details) is used solely to process your order, provide customer service, and improve our offerings. We will never share your information with third parties without your consent, except as required by law or to fulfill your order (e.g., with shipping partners). For more details, please refer to our Privacy Policy.

6. Accessibility & Inclusivity

We are committed to making our customer service accessible to all. If you require support in a specific format or have special needs, please let us know in your inquiry, and we will accommodate your request to the best of our ability.

7. Feedback & Continuous Improvement

Your feedback is invaluable to us. We welcome your suggestions, complaints, or compliments, as they help us enhance our products and services. We review all customer feedback regularly and take proactive steps to address areas for improvement.

8. Service Hours

Our customer service team operates during standard business hours (Monday-Friday, 9:00 AM - 6:00 PM, local time). Emails received outside these hours will be responded to on the next business day.
At Laneigeoutlet, your satisfaction is our priority. If you have any questions or need assistance, please do not hesitate to contact us at [email protected]. We are here to help you every step of the way!