Frequently Asked Questions
These answers cover common questions about shopping with LANEIGE. Refer to the relevant store policy for the full details.
Ordering and Payment
Orders are settled in U.S. dollars. You can use Visa, Mastercard, or American Express online, or choose cash on delivery. The delivery carrier collects cash-on-delivery payments in cash or by card. No payment, handling, or cash-on-delivery fee is charged. No sales tax is collected at checkout for any product.
Shipping Coverage and Cost
We dispatch from within the United States and deliver to the contiguous 48 states plus Alaska and Hawaii. Standard shipping is free regardless of order value. We do not offer paid express shipping or deliver to U.S. territories, P.O. Boxes, APO/FPO addresses, or international destinations.
Expected Arrival and Tracking
Handling takes 1 business day, and transit after dispatch takes an estimated 3-5 business days. Allow an estimated 4-6 business days in total. The cutoff is 5:00 p.m. Eastern Time; orders received later or on a closed day start processing on the next business day.
We handle and dispatch orders Monday through Saturday, excluding U.S. public holidays. Tracking is emailed after shipment. Delivery estimates can change because of carrier disruptions. Contact us if an order is delayed or appears lost.
Canceling Before Shipment
Contact our team before your order ships to cancel it. Online payments are returned to the original method. An unpaid cash-on-delivery order needs no refund. After shipment, request a return instead.
Starting a Return or Exchange
Email us within 30 calendar days after delivery. Every product is covered, including change-of-mind purchases. Such items must be unused and unopened in their original packaging. Damaged, defective, and incorrect items are also eligible; opened packaging alone does not disqualify a claim for those issues.
After approval, we supply a prepaid mailing label and confirm the return address. Returns, exchanges, and shipping of replacement items are free, with no restocking charge. If a replacement is out of stock, a refund is available. Do not send a return before receiving authorization.
Refund Processing
We finish the return inspection within 5 business days of receipt, then issue the approved refund within 1-5 business days. Our combined processing never exceeds 10 business days from receipt of an eligible return. Your bank may need additional posting time.
Online payments are refunded to the original method. For cash-on-delivery orders, arrange a bank transfer to your designated account through our customer service email.
Reaching Customer Service
LANEIGE
Email: nsnsbsbj266@gmail.com
Telephone: +1 888-742-5877
Address: 3300 E Birch St, Brea CA 92821, United States
Support is available 9:00 a.m.-5:00 p.m. ET, Monday through Saturday, excluding U.S. public holidays. We reply within 1-2 business days. References to business days in our policies mean Monday through Saturday, excluding U.S. public holidays.