At Laneige, we are dedicated to delivering high-quality, innovative skincare inspired by the best of Korean beauty. Alongside exceptional products, we strive to provide a reliable and thoughtful customer experience from the moment you place your order to the time it reaches your door. If you ever encounter an issue related to a product, shipment, or overall experience, our support team is available to assist and ensure your concerns are addressed promptly and professionally.
Our customer service team operates Monday through Friday from 9:00 AM to 5:00 PM EST, excluding recognized national holidays. You are welcome to reach out at any time by email or through the contact page on our website. To help us resolve your inquiry as efficiently as possible, we recommend including your order confirmation details when available.
All orders are shipped via UPS to ensure dependable delivery. For customers within the contiguous United States, orders that meet or exceed a specified value qualify for complimentary ground shipping. Orders below that threshold will incur a standard shipping fee. Shipments to Alaska and Hawaii are available for an additional flat rate, which varies depending on the order value. Expedited delivery options, including two-day shipping, are also available for those who need their products sooner.
Orders are processed based on the time they are placed. Purchases submitted after the daily processing cutoff will begin handling on the next business day. During peak promotional periods or holidays, processing times may be extended due to increased demand. In such cases, order preparation may take up to ten business days, while returns could require up to twenty-one business days to be reviewed and completed. Please note that processing time is separate from shipping time, and once your package has been dispatched, you will receive a confirmation email with tracking information to monitor your delivery.
Delivery timelines vary depending on the destination, as all orders are shipped from our warehouse in Southern California. While we aim to meet estimated transit times, actual delivery may depend on carrier conditions and regional factors. Once your package leaves our facility, it becomes the responsibility of the shipping carrier, and any delivery-related concerns should be directed to their customer service team.
We currently ship within the United States but are unable to deliver to certain address types, including P.O. boxes, APO, FPO, or U.S. territories. Customers using third-party freight forwarding services should be aware that responsibility for the order transfers once the package reaches the forwarding address, and we cannot guarantee product condition or provide replacements for items shipped internationally through such services.
Our return policy is designed to be fair and accommodating. Most new and unopened items, as well as gently used products, may be returned within 45 days of delivery when purchased directly through our official website. For purchases made during the holiday season, extended return deadlines may apply. However, certain items, including those marked as final sale or purchased during specific promotional events, are not eligible for return or exchange unless they arrive damaged or defective.
To qualify for a return, products must be sent back in their original packaging along with proof of purchase. Gently used items must retain at least half of their original contents. If a product is part of a set, all components must be included in the return. Items that do not meet these requirements may not be eligible for a refund. We reserve the right to refuse returns that do not comply with our policy or in cases where misuse or abuse of the return system is identified.
Customers are generally responsible for return shipping costs unless the return is due to an error on our part, such as receiving an incorrect or defective product. In such cases, we will cover the return shipping expense. For convenience, a prepaid return label option may be available for a small fee, which will be deducted from your refund. Alternatively, you may arrange your own return shipment by contacting customer service and following the provided instructions.
Once your return is received at our distribution center, it will be inspected and processed within approximately fifteen business days. Approved refunds will be issued to the original payment method used at the time of purchase. Please note that original shipping charges are non-refundable, and any loyalty points earned from the purchase may be adjusted accordingly.
We recommend packaging all return items carefully and using a trackable shipping method, as ownership of the returned product transfers back to us only upon receipt at our facility. Items that are returned incorrectly or do not meet the policy requirements may be disposed of without reimbursement.
Our goal is to make every step of your shopping experience as seamless as possible. From reliable shipping options to a transparent and fair return process, we are committed to ensuring your satisfaction while maintaining the quality and integrity of our products and services.