Customer Service Policy
At Laneigemalls, we are dedicated to providing you with warm, professional, and efficient customer service. We understand that a pleasant beauty shopping experience extends beyond product quality, and our team is committed to supporting you at every stage of your shopping journey—from product consultation to post-purchase support. This Customer Service Policy outlines our service commitments and related provisions to ensure your peace of mind.
1. Service Channels & Response Time
Our primary customer service channel is email:
[email protected]. Our professional customer service team is available Monday to Friday, 9:00 AM – 6:00 PM (EST). We strive to respond to all your inquiries within 24 business hours. For urgent matters (such as order delays affecting important occasions), please mark "URGENT" in the email subject line, and we will prioritize handling your request.
2. Order Consultation & Tracking
After placing an order, you will receive an order confirmation email with a unique order number. If you have questions about order status, shipping progress, or need help with order tracking, please provide your order number and registered email address when contacting us. We will verify the information promptly and update you on the latest order progress.
You can also track your order status independently through the "Order Tracking" section on our website by entering your order number and registered email address.
3. Return & Exchange Service
We hope you are completely satisfied with your skincare and makeup purchases from Laneigemalls. If you are not satisfied with the product for any reason, you may apply for return or exchange within 30 days of receiving the order, provided the following conditions are met:
-
The product is unused, unopened, and in its original packaging (including outer boxes, product bottles, seals, and accompanying documents). For skincare and makeup products, due to hygiene and safety considerations, opened or used products will not be accepted for return or exchange unless they are defective.
-
Valid proof of purchase (order confirmation email, receipt, or order number) is provided.
-
Customized products or items marked "Final Sale" are not eligible for return or exchange, except in cases of product defects.
To initiate a return or exchange, please contact our customer service team via email to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be processed. The return shipping cost shall be borne by the customer, unless the return is caused by product defects or our mistakes (such as wrong product shipment, damaged products during transportation).
After we receive and inspect the returned product (usually within 5-7 business days of delivery to our warehouse) and confirm it meets the return conditions, we will process your refund (refunded to the original payment method) or arrange for the exchange of the product within 3-5 business days.
4. Defective Product Handling & Warranty
All skincare and makeup products sold by Laneigemalls are covered by a 30-day quality guarantee from the date of receipt. If you find that the product is defective (such as leakage, deterioration, or quality problems that do not match the description) within 30 days of receipt, please contact us immediately with your order number, clear photos/videos of the defective product, and a detailed description of the problem.
Our team will verify the situation and provide you with a satisfactory solution, which may include free return and refund, free replacement of the same product, or other appropriate compensation. For products with a brand official warranty (please refer to the product detail page for specific warranty terms), we will assist you in handling the official warranty process according to the brand's relevant regulations.
Note: The warranty does not cover product damage caused by improper use (such as using the product beyond the expiration date, improper storage), accidental drop, or man-made damage.
5. Product Consultation Service
Our customer service team has professional knowledge of skincare and makeup products. If you have questions about product ingredients, applicable skin types, usage methods, or need recommendations for products suitable for your skin condition, please feel free to contact us. We will provide you with personalized product consultation services based on your needs to help you choose the most suitable beauty products.
6. Privacy Protection
We attach great importance to the protection of your personal information. Any personal information (such as name, email address, shipping address, payment information) you provide to us during the service process will only be used for handling your orders, providing customer service, and improving our products and services. We will never disclose your personal information to third parties without your explicit consent, except as required by law. For more details, please refer to our Privacy Policy on the website.
7. Feedback & Complaint Handling
Your feedback is crucial to our progress. If you have any suggestions on our products, services, or website, or if you encounter any dissatisfaction during the shopping process, please feel free to tell us via email. We will carefully review your feedback and complaints, conduct in-depth investigations, and give you a clear handling result within 3 business days. Our goal is to resolve all problems to your satisfaction and continuously improve our service quality.
Thank you for choosing Laneigemalls. We are committed to providing you with the most intimate and professional customer service, allowing you to enjoy a worry-free and pleasant beauty shopping experience.
