Refund policy
Returns and Refunds Policy
LANEIGE offers free returns and exchanges on all products. Submit your request within 30 calendar days after delivery. This deadline applies to your request, not the date the return reaches us.
Return Conditions
We accept returns for a change of mind, including items you no longer want or need. These items must be unused, unopened, and in their original packaging. There are no product-category exclusions or final-sale exceptions.
Damaged, defective, or incorrect items are also eligible for return or exchange. Opening the packaging to discover a problem does not, by itself, disqualify the item. Email us with your order number and a description of the issue. This policy does not limit your mandatory consumer rights.
Requesting a Return or Exchange
Email comosuspiroalviento@gmail.com with your order number, the item involved, and whether you want a refund or exchange. Once we approve the request, we provide return instructions and a prepaid shipping label by email.
Returns are sent by mail to 3300 E Birch St, Brea CA 92821, United States. Contact us first and wait for confirmation of this address and return authorization before sending anything back.
We pay return shipping, charge no restocking fee, and ship approved exchange items at no cost. Exchanges depend on stock availability. If the requested replacement is unavailable, we offer a refund instead.
Inspection and Refund Timing
We inspect returned items within 5 business days after receipt. After approval, we issue the refund within 1-5 business days. For eligible returns, our total processing time, including inspection and refund issuance, does not exceed 10 business days from receipt of the return.
We refund the full amount paid for the approved returned items without return or restocking deductions. We notify you of the decision and refund status by email. Your bank or payment provider may take additional time to post the funds; this is separate from our processing time.
Refund Methods
Online payments are refunded to the original payment method. Cash-on-delivery orders are refunded by bank transfer to the bank account you designate. Contact comosuspiroalviento@gmail.com to arrange the transfer details during the return process. Do not email card security codes or online banking passwords.
Cancellations and Assistance
Contact us to cancel an order before it ships. Paid cancellations are refunded to the original payment method; unpaid cash-on-delivery cancellations require no refund. After shipment, use the return process above.
Business days are Monday through Saturday, excluding U.S. public holidays. Customer service hours are 9:00 a.m.-5:00 p.m. ET on those days, with replies within 1-2 business days.
LANEIGE
Email: comosuspiroalviento@gmail.com
Phone: +1 888-742-5877
Address: 3300 E Birch St, Brea CA 92821, United States