Customer Service Policy

At LANEIGE (uslameiige.com), our customer service is rooted in supporting your skincare and makeup journey—whether you need help choosing the right water-based serum, resolving an order issue, or understanding how to use our products. We’re committed to making every interaction helpful, transparent, and tailored to your needs.

1. Our Core Service Commitments

We stand by three principles to guide every customer interaction, ensuring you get the support you deserve:
  • Expertise: Our team is trained on LANEIGE’s water-based ingredients, product benefits, and skincare routines—so we can answer questions like “Which moisturizer suits dry skin?” or “How to layer serums for best results.”
  • Responsiveness: We prioritize your inquiries. Email responses are sent within 1–2 business days, and urgent issues (e.g., missing orders, defective products) are fast-tracked for same-day follow-up.
  • Transparency: We share clear, jargon-free information about orders, returns, and product details—no hidden steps or confusing explanations. If we need more time to resolve a issue, we’ll update you with a timeline upfront.

2. How to Reach Our Team

We offer straightforward, accessible ways to connect—choose the option that fits your needs:
  • Primary Channel: Email Support

    For all inquiries (product advice, order help, returns, feedback), email us at service@uslameiige.com. Include your order number (if applicable) and specific details (e.g., “Order #12345 – Wrong lipstick shade received” or “Looking for a water-based toner for sensitive skin”) to help us assist you faster.
  • In-Person Support

    If you’re in Savannah, visit our physical location to get hands-on help: test products, ask skincare questions, or process in-person returns. Address: 1363 Dean Forest Road, Savannah Georgia 31405, United States.

3. What We Can Help You With

Our team is ready to support every part of your LANEIGE experience, including:
  • Product & Skincare Guidance
    • Explaining ingredient benefits (e.g., how our water-based formulas hydrate without heaviness).
    • Recommending products for your skin type (dry, oily, combination) or concerns (dullness, fine lines).
    • Sharing usage tips (e.g., how to apply our sleeping mask for maximum results).
  • Order Assistance
    • Tracking your package (including updates on our 1–3 day processing and 6–12 day delivery timeline).
    • Updating your shipping address (only before the order ships).
    • Resolving missing items or incorrect products (e.g., wrong shade of foundation).
  • Returns & Refunds
    • Guiding you through our 60-day return process (e.g., how to get a Return Authorization number).
    • Updating refund status (we process refunds within 5–10 days of receiving returns).
    • Addressing issues with rejected returns (e.g., clarifying why a product didn’t meet eligibility criteria).
  • Feedback & Concerns
    • Listening to your product feedback (positive or constructive) to help us improve.
    • Resolving complaints (e.g., dissatisfaction with product results) with fair, customer-first solutions.

4. Resolution Timelines

We strive to resolve your concerns quickly, with clear timeframes for common requests:
  • Product Questions: We’ll share personalized advice within 1 business day.
  • Order Tracking/Address Updates: We’ll provide details or confirm changes within 1 business day.
  • Return Authorization: We’ll send your RA number and instructions within 1 business day of your request.
  • Defective/Incorrect Items: We’ll confirm a solution (replacement or full refund) within 1 business day of you sharing photos/details of the issue.
  • Refund Updates: After we receive your returned items, we’ll confirm your refund timeline within 2 business days.

5. Our Promise to Improve

Your feedback shapes our service. If you feel your concern wasn’t resolved to your satisfaction, reply to our initial email or send a follow-up to service@uslameiige.com—we’ll escalate your case to a team lead for a revised solution. We also review customer interactions regularly to refine our support (e.g., updating our product knowledge base or streamlining return steps).
At LANEIGE, we don’t just sell skincare and makeup—we’re part of your journey to radiant skin. Your trust matters, and we’re dedicated to making every experience with our team a positive one.