FAQ

Order Issues

My order shipped but I need to change the address?

Please update your address on the UPS website as soon as possible. If your package returns to us due to an incorrect address, we will notify you to discuss next steps.

 

I did not receive an order confirmation email?

Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, it may due to if your order was 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 support@laneige.zendesk.com so that we may assist you further!



Shipping

Where does LANEIGE ship?

LANEIGE currently ships to all 50 states, excluding P.O. Boxes and U.S. territories such as Puerto Rico. You may experience longer delivery times when shipping to Hawaii and Alaska

 

Do you accept orders shipping to PO Boxes?

Unfortunately we cannot ship our products to PO Box addresses at this time.

 

When will my order ship?

 

Please note, in observance of Thanksgiving, our customer service and warehouse will be closed on November 25th, 2021. Any orders placed on this day will be processed on the following business day. Due to the promotional period, orders may experience processing delays of up to 10 business days. We value your patience at this time and your business as always. Thank you for your understanding.

 

Please allow 2-7 business days for processing of online orders. 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 shipment to be made.



Returns

What’s your return policy?

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).

 *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.

 

I want to return my item?

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 support@laneige.zendesk.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.

 

 Can I return an item purchased in store to us.laneige.com?

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.

 

How long will it take to process my return?

Please note, in observance of Thanksgiving, our customer service and warehouse will be closed on November 25th, 2021. Any orders placed on this day will be processed on the following business day. Due to the promotional period, orders may experience processing delays of up to 10 business days. We value your patience at this time and your business as always. Thank you for your understanding.

Processing time for returns is usually 7-14 business days from the time the return package is received. An email will be sent to confirm receipt and processing of your return request.



Technical

Do you have a phone number I can contact?

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. 

 

How can I unsubscribe from your emails/newsletters?

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.

 

Can I sell the products on my own site?

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.

 

How can I open a wholesale account?

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



Products

How to use Lip Sleeping Mask?

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.

 

How to use Water Sleeping Mask?

Use 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!

 

How to use Eye Sleeping Mask?

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.

 

 

Are your products cruelty free?

As an enterprise seeking peaceful coexistence between nature, human beings and businesses, AMOREPACIFIC pledges elimination of unnecessary animal testing for cosmetics to respect all living creatures. We have voluntarily discontinued animal testing on cosmetic ingredients and finished goods since 2008. And as of May 1, 2013, will expand the non-animal testing policy to our suppliers. Through continuous cooperation with academia, AMOREPACIFIC will further enhance our efforts to develop alternative testing methods. *Exceptions to this principle will apply however, if animal testing is required or bound by local governments or laws.