Customer Service Policy - Laneigemart
At Laneigemart, we are committed to providing every customer with professional, considerate, and efficient service throughout your beauty shopping journey. We understand that reliable customer support is as essential as the quality of our skincare and makeup products. This Customer Service Policy clarifies our service commitments and rights protection measures to ensure your shopping experience is smooth and reassuring.
1. Service Commitment
We promise to treat every customer inquiry, feedback, and request with sincerity and patience. Our customer service team is composed of beauty professionals with in-depth knowledge of skincare and makeup products, enabling them to provide you with accurate product information, personalized usage advice, and effective problem-solving solutions.
2. Contact Channels & Response Time
You can reach our customer service team through the following channel for any questions or needs:
Response Time Commitment: We will reply to your email within 24-48 business hours (excluding weekends and public holidays). For urgent matters related to order delivery, product quality, etc., we will prioritize processing to minimize the impact on your shopping experience.
3. Order & Shipping Inquiries
After placing an order, you can check the real-time order status through your Laneigemart account. If you have questions about order confirmation, payment verification, shipping time, or logistics tracking, our customer service team will promptly confirm and track the relevant information for you. In case of unexpected situations affecting the order (such as out-of-stock products, shipping delays), we will take the initiative to notify you via email and provide alternative solutions (such as order adjustment, refund, etc.) for your choice.
4. Return & Exchange Policy
We understand that choosing skincare and makeup products requires careful consideration. Therefore, we support return and exchange services for eligible products within 30 days of receipt (subject to the following conditions):
• The product is unused, undamaged, and in its original packaging with all tags, seals, and accessories intact (to ensure product safety and hygiene for subsequent customers);
• The return/exchange is not caused by man-made damage, improper use, or secondary packaging modification by the customer;
• Special customized products (if any) are not eligible for return or exchange unless there is a quality defect;
• For returns/exchanges due to product quality issues (such as quality defects, inconsistency with product descriptions) or shipping errors (wrong product, wrong color/size), we will bear the return shipping cost; for returns/exchanges due to personal reasons (such as change of mind, inappropriate skin feeling), the customer shall bear the shipping cost.
Our customer service team will guide you through the specific return and exchange process in detail after you initiate the request.
5. Product Quality & After-Sales Support
All skincare and makeup products sold on Laneigemart undergo strict quality inspection before leaving the warehouse to ensure they meet safety and efficacy standards. If you find any quality problems with the product within 90 days of receipt (such as deterioration, leakage, or functional defects), please contact us in time and provide clear photos/videos of the product and the problem as proof. We will verify the situation and provide you with solutions such as repair (if applicable), replacement, or refund according to the severity of the problem.
6. Privacy Protection
We attach great importance to the protection of your personal information. All personal data (such as contact information, payment details, order records) collected during the service process will be strictly managed in accordance with our Privacy Policy. We will never disclose your personal information to any third party without your permission, except as required by law.
7. Feedback & Complaint Handling
We welcome your valuable feedback on our products and services. If you are not satisfied with our service, you can submit a complaint through the above contact channel. We will record and investigate your complaint in detail, and give you a clear handling result within 3 business days.
Laneigemart reserves the right to adjust this Customer Service Policy in accordance with changes in laws, regulations and business needs. The updated policy will be posted in a prominent position on our website and will take effect from the date of posting. If you have any questions about this policy, please feel free to contact us.
Thank you for choosing Laneigemart!
