Customer Service Policy

Customer Service Policy for Laneigen

At Laneigen, we are dedicated to delivering exceptional customer service to ensure your shopping experience for care and makeup products is seamless, satisfying, and free of hassle. This Customer Service Policy outlines our commitment to supporting you with inquiries, concerns, and requests, as well as the service standards you can rely on from our team.
  1. Our Commitment
We strive to provide friendly, professional, and efficient service to every customer who chooses our care and makeup products. Our core goal is to address your needs promptly, resolve issues effectively, and make you feel valued at every stage of your interaction with Laneigen. Whether you have questions about product features, order status, shipping details (including our 1-3 day processing and 6-12 day delivery timelines), returns (within 60 days of delivery), or any other matters related to your purchase, our team is here to offer clear, helpful support.
  1. Contact Channels
You can connect with our customer service team through the following primary channel, designed to handle all your care and makeup product-related needs:
  • Email: Send your inquiries, requests, or feedback to [email protected]. This channel supports all customer needs, including order updates (e.g., tracking your care/makeup product order), product questions (e.g., ingredient details, usage instructions, shade matching for makeup, skincare product suitability), return initiations (for 60-day return requests), refund status checks (for 5-10 day refund timelines), and post-purchase support (e.g., product care tips).
  1. Response Time
We aim to respond to all email inquiries within 1-2 business days (Monday to Friday, excluding weekends and major holidays). This timeline allows us to thoroughly review your request—whether it’s about a makeup product’s shade range, a skincare item’s ingredients, or the status of your 60-day return—and provide a detailed, accurate response.
For urgent matters (e.g., lost packages containing your care/makeup products, incorrect delivery of items, or time-sensitive concerns related to your order), we prioritize resolution and may respond sooner whenever possible.
  1. Areas of Assistance
Our customer service team is equipped to help with a wide range of topics related to our care and makeup products and your shopping journey, including but not limited to:
  • Order Inquiries: Tracking the status of your care/makeup product order, updating shipping addresses (only before shipment), canceling eligible orders, and clarifying order details (e.g., product model, shade, quantity, total amount in USD).
  • Product Information: Providing details about care and makeup product specifications (e.g., skincare ingredient lists, makeup product textures, expiration dates), usage instructions (e.g., how to apply a specific makeup item, how to incorporate a skincare product into your routine), product availability, and suitability (e.g., which skincare products work for sensitive skin, which makeup shades complement different skin tones).
  • Shipping & Delivery: Answering questions about our 1-3 day order processing time, 6-12 day delivery timeline (for all locations), sharing tracking numbers to monitor delivery, resolving delivery issues (e.g., delays, missing items), explaining customs procedures for international orders (note: Laneigen covers global shipping costs, but customs duties/import taxes are the customer’s responsibility), and addressing undelivered order concerns.
  • Returns & Refunds: Guiding you through the 60-day return process for care and makeup products (including eligibility criteria: unused, unopened, undamaged items in original packaging), explaining refund policies (e.g., 5-10 day refund timeline to your original payment method), updating you on the status of returned items or refunds, and assisting with exchange requests (if applicable).
  • Account Support: Assisting with account creation (to track orders, save favorite care/makeup products), password resets, and updating account information (e.g., shipping addresses, contact details) for a smoother shopping experience.
  • Feedback & Complaints: Listening to your feedback on our products (e.g., suggestions for new makeup shades, feedback on a skincare product’s effectiveness) or service, addressing concerns (e.g., defective makeup items, skincare products causing irritation), and working to resolve issues to your satisfaction—whether it’s arranging a replacement, initiating a refund, or sharing your feedback with our product team for improvement.
  1. How to Reach Us Effectively
To help us assist you quickly and accurately—especially for matters related to your care and makeup products—please include the following information in your email whenever possible:
  • Your full name and contact details (email address and phone number, if applicable).
  • Your order number (found in your order confirmation email) for order-related inquiries (e.g., tracking, returns, refunds).
  • A clear description of your issue or question, including key details (e.g., product name/model/shade, order date, delivery date, or tracking number).
  • Photos or screenshots (if applicable) to illustrate the issue (e.g., damage to a makeup product, incorrect skincare item received, packaging defects).
  1. Escalation Process
If you are not satisfied with the initial response to your inquiry—whether it’s about a care product’s quality, a makeup delivery issue, or a refund delay—you may request to escalate your case to a senior customer service representative. Simply reply to the original email, and we will ensure your concern is reviewed by a team member with additional authority to resolve complex issues related to our products or service. We aim to resolve escalated matters within 3 business days.
  1. Feedback & Improvement
We value your feedback as it helps us enhance our care and makeup products, services, and overall shopping experience. If you have suggestions (e.g., new skincare ingredients you’d like to see, makeup trends you want us to explore), compliments (on a product’s effectiveness or our service quality), or complaints, please share them via [email protected]. We regularly review customer feedback to refine our product offerings, address recurring issues (e.g., improving packaging for fragile makeup items), and ensure we continue to meet your expectations for high-quality care and makeup products.
  1. Availability
Our customer service team operates during standard business hours (Monday to Friday, 9:00 AM – 6:00 PM, local time), but emails related to care and makeup products are monitored regularly. While we may not respond outside of business hours, weekends, or major holidays, we will address your inquiry as soon as possible during the next business day.
Thank you for choosing Laneigen for your care and makeup needs. We are committed to making your shopping experience exceptional, and our customer service team is here to support you every step of the way.