Loyalty Program Membership Terms

Laneige Loyalty Program “Friends of Walter” Terms

“Friends of Walter” (“Program”) is a membership based rewards program offered by AMOREPACIFIC US, Inc. (“we”, “us” or “our”) that allows members to earn rewards when they purchase Laneige products in United States through our website at https://us.laneige.com. 

These Terms apply solely to your participation in the Program. By participating in the Program, you are indicating:

  • your acceptance of, and agreement to be legally bound by, all of the terms and conditions of this Agreement;
  • that you are above the age of majority where you reside and you are able to enter binding contracts; and
  • that you are a legal resident of the United States.

If you do not accept and agree to the following terms and conditions (“Terms”), you must not participate in the Program.

 

1. Membership Eligibility and Account Creation

Membership to the Program (“Membership”) is limited to individual consumers only acting for personal, family or household reasons.  Persons acting for commercial reasons, including distributors and resellers, are not permitted to participate.  You must be age 16 years or older and a legal resident of the United States to be eligible for Membership. Eligible minors must obtain their parent or legal guardian's consent prior to participation.

To participate in the Program, you must create an account (“Account”). To create an account, visit https://us.laneige.com/pages/rewards and follow the onscreen instructions, which may require you to provide your name and contact information.

There is a limit of one (1) Account per person. Anyone found attempting to use multiple/different identities, email addresses, accounts, registrations, or logins, or otherwise attempting to obtain more than one (1) Account may be disqualified from the Program, resulting in cancellation of Accounts and voiding of corresponding Points in our sole discretion, subject to applicable law.

By creating an Account, you agree that you will provide complete and accurate information about yourself and to update such information if it changes. In the event that you do not provide or update such information, or if we have reasonable grounds to suspect that you have not provided or updated such information, we shall have the right, in our sole and absolute discretion, to disable your Account and prevent you from participating in the Program.

You agree to be responsible for: (a) the accuracy of all information that you provide to us; (b) maintaining the confidentiality and security of any passwords or other account identifiers that you choose or that are otherwise assigned to you; and (c) all activities that occur under such password(s) or Account.

It is your responsibility to keep your username and any password that you register or that is provided to you confidential and secure. In the event that your username or password is used without your consent or that you discover any other breach of security, you agree to promptly notify us using the information provided below. We are not responsible for your failure to comply with this clause, or for any delay in shutting down your Account after you have reported a breach of security to us. You are solely responsible for any and all activities which occur under your Account.

All registrations are subject to verification at any time and for any reason. We reserve the right, in its sole and absolute discretion, to require proof of identity and/or eligibility (in a form acceptable to us, including, without limitation, government issued photo identification), for the purposes of verifying your eligibility to participate in the Program and/or for any other reason we deem necessary, in our sole and absolute discretion, for the purposes of administering the Program in accordance with these Terms. Failure to provide such proof to our satisfaction in a timely manner may result in the cancellation of your Account and subject to the applicable law, in such a case any Points associated with your Account may be forfeited.  

 

2. Membership Tiers and Benefits

The rate at which you earn Points and other benefits in the Program is determined by your membership tier (“Tier”). Your Tier is determined based on the total pre-tax value of your purchase of Laneige products in the United States in a 12-month period.

You will become a “Droplet” Tier member upon creating an Account.  Members who purchase above $75 within the last 12-month period will be upgraded automatically to the “Rain Drop” Tier on the day after meeting the criteria.  The “Rain Drop” Tier will be valid for 12 months after the date of upgrade. Members who purchase above $200 within the last 12-month period will be upgraded automatically to the “Walter Drop” Tier on the day after meeting the criteria.  The “Walter Drop” Tier will be valid for 12 months after the date of upgrade. You must spend at least $200 during such 12-month period to maintain your “Walter Drop” Tier member status for the subsequent 12-month period.

The Tiers and associated benefits are as follows:

 

All amounts are in U.S. dollars. All gifts available to members will be selected by Laneige in its sole and absolute discretion, and may vary from year to year, and member to member. There is a limit of one (1) gift in each gift class per member, per year, unless Laneige chooses, at its discretion, to permit otherwise. All gifts are subject to availability.

 

3. Earning and Redeeming Membership Points

Members are able to earn points in the Program (“Points”) based on their purchase of Laneige products through our website at https://us.laneige.com.

Points are awarded at a rate based on your Tier, as described in Section 2 above.  Droplet members earn 1x the total purchase amount (e.g., Spend $100 and earn 100 points).  Rain Drop members 1.25x the total purchase amount (e.g., Spend $100 and earn 125 points).  Walter Drop members 1.5x the total purchase amount (e.g., Spend $100 and earn 150 points).

Members can also earn points by completing the following activities:

You may view your current Point balance, as well as any activity on your Account, by logging into your Account.

Points may be redeemed for discounts on Laneige products through our website at https://us.laneige.com only.  For every 100 Points accumulated, you may redeem them for $15 off your purchase.  A minimum of 100 Points must be applied to any Point redemption. Points must be redeemed in 100-Point increments.  Points are non-transferrable, have no cash value and are not redeemable for cash or cash equivalent.

To earn or redeem Points online, please sign into your Account prior to completing your transaction.

 

4. Points May Expire Due to Account Inactivity

If your Account neither earns Points nor redeems Points for Rewards for a period of one (1) year, we reserve the right to cause your Points to expire, in which case they will be null and void.

 

5. Promotional Offers

At any point and from time to time, we may issue special promotions that alter the rate at which Points are earned or redeemed, such as Point multipliers, bonus Points, or other promotional offers on certain products, services, days, or portions of any day, that change the thresholds at which Points may be redeemed or that award additional Points to a particular member, based on the purchase of a particular product, or based on purchases at a particular retail location. We may make such promotional offers to all Program members, or any subset of them, in our sole and absolute discretion. We may communicate issuance of these promotional offers via our website, in-store displays, social media accounts, e-mail communication, and/or other means available to us. These Terms shall apply to such promotional offers, along with any additional terms and conditions that accompany the offer, unless you are notified otherwise. 

 

6. Restrictions on Points

    Points and your participation in the Program are subject to the following limitations:

    1. Points cannot be transferred to or from one member to another or from one Account to another. Points may not be sold, bartered, or otherwise exchanged between members.
    2. We may invalidate any Points and remove them from the associated Account if it determines that such Points were improperly credited to such Account, obtained fraudulently, or otherwise obtained not in keeping with the letter and spirit of these Terms. We reserve the right to correct any Points balance (by either adding or removing Points), if we determine in our sole and absolute discretion that an error has occurred.
    3. Points do not constitute property, do not entitle a member to any vested right or interest, and have no cash value. Points are not redeemable for cash, transferable or assignable for any reason.
    4. Points are null and void and will be rejected, and removed from the associated Account, if not obtained in accordance with the letter and spirit of these Terms. No Point receipt or redemption will be valid if such receipt or redemption is associated with any Point deemed void for any reason, including without limitation, if: (i) the Point is not verified or recognized as being validly issued by us; (ii) the Point or the Receipt used to earn the Point is determined to have been previously entered and used; (iii) the Point was obtained in a manner we deem to be fraudulent or otherwise invalid; or (iv) the Point is otherwise void.
    5. Our decisions with respect to all aspects of the Program are final and binding on all members without right of appeal, including, without limitation, any decisions regarding the eligibility/disqualification of members and/or Point earning or redemption.
    6. Any abuse or attempted abuse by a member of the Program’s privileges, or the letter and spirit of these Terms, any failure by a member to follow these Terms, or any misrepresentation by a member may subject the member to expulsion from the Program, including as permitted by applicable law, forfeiture of all Points. Without limiting the foregoing, any purchases which are returned or otherwise cancelled will not qualify for the purposes of the Program and any Points awarded in respect of such purchases will be void and removed from the applicable Account at our discretion.

     

    7. Changes to Terms

    We reserve the right to amend or modify these terms, in whole and in part, at any time and from time to time. Where permitted by applicable law, this may include without limitation, changes to the requirements to participate in the Program, changes to the rate at which Points are earned, changes to the Tiers, changes to the rewards and benefits available, and changes to the redemption rate of Points.  

     

    Order Issues

    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 support@laneige.zendesk.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 support@laneige.zendesk.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.

    Due to a high volume of orders, we will not be able to process any order cancellations or modifications from November 21 through December 2.  We apologize in advance for any inconvenience.

    Shipping

    We offer complimentary UPS ground shipping on all orders over $50! 2-day shipping is $17.95.

    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.

    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 a shipment to be made. To see an estimated delivery time based on your location, please click here.

    For orders placed between November 23 and December 2, processing may take up to 8-9 additional calendar days due to a high volume of orders from Black Friday & Cyber Monday promotions.

    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 support@amorepacific.zendesk.com.
    For any additional questions, please reach out to our customer service team at support@laneige.zendesk.com.

    We are sorry you received a damaged product. Please email customer service at support@laneige.zendesk.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 support@laneige.zendesk.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

    Returns

    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 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.

    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.

    During Black Friday and Cyber Monday promotions, please allow up to 20 business days for your refund to be processed. We apologize in advance for any

    Technical

    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.

    Products

    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.

    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.

    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.

    Payments & Taxes

    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.