FAQ

Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, it may be due to your order being placed during a period of high order volume, such as an exciting new launch or promotion.
If you have not received your confirmation email within 24 hours after your order is placed, please email our Customer Team at laneige@apus.amorepacific.com so that we may assist you further!

Once an order has been placed, it cannot be modified. However, our representative will be more than happy to assist you with the cancellation of most orders requested. For order cancellations, please contact us at laneige@apus.amorepacific.com.

Note: Once an order is being prepared for shipment, we cannot cancel it.

Please allow 1-3 business days for processing of your online order. Our warehouse ships from Monday-Friday excluding holidays. For orders placed after 10 AM ET, they will typically ship the following business day, pending availability and credit card verification. Once your order is shipped, tracking information will be emailed to the email address you provided us at checkout. Actual delivery date may vary depending on the shipping method selected at checkout, delays due to third-party shipping carriers, or other conditions. For more information on an estimated delivery time based on your location, please click here.

We are unable to change your shipping address once your order has shipped. Please contact UPS and update your address on the UPS website as soon as possible. If your package returns to us due to an incorrect address, we will refund your order once it arrives at our distribution center.

a. 48 states and Washington D.C.: $8.95 (Free for orders over $50)

b. Hawaii & Alaska: $18.95 ($10 for orders over $50)

LANEIGE currently ships to all 50 states, excluding private mailboxes (PMB), PO Boxes, APO/FPO addresses, and U.S. territories such as Puerto Rico. You may experience longer delivery times when shipping to Hawaii and Alaska.

us.laneige.com is a US-based website, and we do not offer international shipping.

Unfortunately, we do not ship to private mailboxes (PMB), PO Boxes, and APO/FPO addresses.

Any orders placed after 10 AM EST will be processed starting the following business day. Once your order is shipped, tracking information will be emailed to the email address the customer provided during checkout.
*During peak holiday times, please allow an extra business day for tracking information to be transmitted and a shipment to be made. To see an estimated delivery time based on your location, please click here.

If your order is marked as delivered but you still do not have your products, a few things may have occurred:
- Your delivery person may have put your package somewhere discreet for security.
- Your delivery person marked your package as delivered 1-2 business days in advance, and the package may still be on its way– we recommend waiting 48 hours from receiving a delivery confirmation before submitting a claim.
- A neighbor, roommate, or doorman may have accepted the package for you.
If none of the above apply and you cannot find the package, please double-check your shipping address on your order confirmation to ensure that the order was shipped to the correct address.
If the package is marked as delivered and has not shown up after 3-4 business days, please reach out to UPS with the tracking number https://www.ups.com/us/en/support/file-a-claim.page or via phone number (1-888-742-5877). Let them know you did not receive your package and follow up with their recipient claim process. Once this is complete, please let us know by reaching out to laneige@apus.amorepacific.com.
For any additional questions, please reach out to our customer service team at laneige@apus.amorepacific.com.

We are sorry you received a damaged product. Please email customer service at laneige@apus.amorepacific.com, as soon as possible. Please include “damaged product” in the subject line and in the body of the email include the following details: your name, order number, name of product that arrived damaged, a description of the damage and photos.

We are sorry we left out a product from your order.
Please email customer service at laneige@apus.amorepacific.com, as soon as possible. Please include “missing product” in the subject line and in the body of the email include the following details: your name, order number, and the product(s) missing from your order.

Please note, during our Black Friday & Cyber Monday promotions, all discounted products are final sale and not eligible for return or exchange. Price adjustments will not be made for prior purchases. We are happy to accept returns of most new, unopened products and gently used products purchased from our website at us.laneige.com (“Site”) within 45 days of delivery. For orders placed between November 1 and December 25, returns must be made before January 15 of the subsequent calendar year.
• New, unopened products must be returned in the condition you received it and with the original box and/or packaging, along with your order information.
• Gently used and undamaged products must be at least half full when returned, and with the original box and/or packaging, along with your order information.* If the product(s) you wish you to return is/are part of a set, then all components of the set must be returned with the product(s).
• Please note that we do not accept returns of final sale items, or products that are specified as non-returnable in the product description, unless they are damaged or defective upon arrival. Only the original purchase price plus applicable taxes will be refunded. Original shipping charges cannot be refunded.
*Your order information can be found on either your original online receipt or the invoice that arrived with your package.
If your LANEIGE product is defective or was damaged during shipment, please accept our apologies and contact Customer Service immediately for a resolution.

Please take the time to carefully package your returns along with the original packaging and receipt/invoice. You are responsible for all shipping and handling charges for returned products, and to ensure that the returned products are in good condition.

We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective product) so please reach out to Customer Service.

There are two options for you to ship your returns:
With a prepaid return label (preferred option):
Return labels will be provided for $5 fee and can be generated at: https://returns.narvar.com/laneige/returns. Just print your label, affix it on your return package, and drop it off at a UPS store at your convenience. The $5 price for the label will be deducted from the refund issued for the return of your new or used products.
Without a prepaid return label:
To return products without a prepaid return label, please contact Customer Service at laneige@apus.amorepacific.com with your order number and specify which product(s) you would like to return.
You will receive a return confirmation email from Customer Service within 5 business days if your products are eligible for return. Please print a copy of the return confirmation email, and include it in your return package along with the invoice associated with the product(s) being returned.

Finally, safely pack your item(s) and ship your return package to the following address:
AMOREPACIFIC US, Inc.
LANEIGE Online
3300 East Birch Street
Brea, CA 9282
Note: We cannot process returns without both the invoice and return confirmation email included in the return package.

Only merchandise purchased from us.laneige.com can be returned to us.laneige.com within 45 days of purchase. If the item you wish to return was not purchased through us.laneige.com, please contact the place of purchase for a resolution.

Return processing may take up to 14 business days and after the return is processed it can take up to 7-10 business days for the refund to reflect on your account. Additional delays can occur if your order invoice was not included with your return. Once your return shipment is inspected and refunded, we will send you an email confirmation.

We’re in the office Monday - Friday 9:00 AM - 5:00 PM EST, excluding national holidays. You can send us an email any time or reach out through the “Contact Us" page. To expedite your request, please share your order confirmation number, if available.

You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!
If you change your mind later, you can still subscribe to our newsletters by signing up on our website.

Your purchase of LANEIGE products is only for your personal use. By purchasing LANEIGE products, you agree not to resell or distribute such products for any commercial purposes and agree to our Terms of Use. We may reject or cancel an order if we have reason to believe that your order is not for your personal use.

At this time LANEIGE does not have plans to roll out distribution.

Apply right before bedtime! Here’s a #SmartHydration Tip for you:
Its exclusive Moisture Wrap™ technology boasts hyaluronic acid and minerals to form a protective film over the lips to lock in moisture and active ingredients.

Use it as the last step of your nightly routine, after your favorite cream. Pairs great with our award winning Water Bank Moisture Cream. Use 2-3x a week, when your skin needs that extra drink of water!

Need to get rid of that extra (eye) baggage? Apply Eye Sleeping Mask 2-3x a week at night, or when you need some extra de-puffing action. Can be used solo or on top of your favorite eye cream.

Amorepacific Corporation, the parent company of the Laneige brand, strictly prohibits animal testing having begun its commitment to alternative testing methods over 30 years ago. We ourselves do not test on animals nor do we ask others to conduct animal testing for us. If obligated by law or regulatory bodies for reasons of safety, however, limited exceptions may apply. Our consumers’ safety and peaceful coexistence between nature, people, and business is priority and Amorepacific remains committed to providing quality products worldwide.

If you have known sensitivity to certain ingredients, please carefully review the ingredient list before purchasing the product. We also recommend you speak with your healthcare provider before purchasing.

Before using any products for the first time, we always recommend that you perform a patch test on your forearm in case of any skin sensitivities.

We recommend you consult your physician before making any changes to your daily routine.

We recommend you consult your primary care physician or dermatologist in regards to your particular skin condition before making any changes to your daily routine.

We incorporate a variety of different kinds of naturally derived oils and other oil-based ingredients for their nourishing benefits in many of our products. Please reach out to us if you have specific concerns or questions about the oil content of a product, and we will be happy to assist you with further details on the particular product.

Some of our products are formulated without fragrance, and others are infused with botanical ingredients that naturally contain fragrance components. We also may add fragrance during manufacturing processes for some products to capture the essence of our plant-inspired formula. Our goal is to provide high performance skincare with a luxurious sensorial experience while delivering the best results.

We put our products through a variety of vigorous tests ranging from dermatologist to non-comedogenic tests. However, the types of tests each products goes through vary depending on the benefits and goals of each formulation. Please reach out to us on the particular product you are interested in, and we will be happy to assist you with further details.

If you've discovered what appears to be a counterfeit or knockoff Laneige product online or offline, you can let us know by using this form and spreading the word at http://amorepacificcounterfeitreport.com. Your report helps us protect loyal customers and fans like you, as well as our intellectual property like trademarks, product names, and advertising materials. Your effort will go a long way in helping us keep our customers safe, so thank you from all of us at Laneige!

We accept American Express, Visa, Mastercard, Discover, PayPal, Apple Pay and Afterpay.

At the moment, LANEIGE does not offer gift cards.

Your tax rate is calculated by Avalara using your shipping address.