We want every customer experience to be simple, convenient, and enjoyable. Below are answers to some of the most common questions regarding orders, shipping, returns, products, payments, and account support.

If you do not receive an order confirmation email after placing an order, we recommend checking your spam, junk, or promotions folder. It is also helpful to verify that the email address entered during checkout was correct. If you still cannot locate the confirmation, our customer support team can assist you in verifying your order details.

Orders begin processing quickly after they are placed. Because of this, modifications or cancellations may not always be possible. If you need to make changes to an order, contact customer service as soon as possible. While we will do our best to accommodate requests, adjustments cannot be guaranteed once fulfillment has started.

Delivery times vary depending on your shipping method, destination, and order volume. Once your package leaves our fulfillment center, you will receive a shipment confirmation email containing tracking information so you can monitor your order’s progress.

If your order has already shipped and you need to change the delivery address, you may need to contact the shipping carrier directly. Address modifications are often limited once a package is in transit.

We offer multiple shipping options to meet different customer needs. Shipping costs and delivery estimates are displayed during checkout before payment is completed. Orders are shipped within the United States, subject to service availability and shipping restrictions.

At this time, international shipping availability may vary by destination. Customers are encouraged to review current shipping information before placing an order. Certain locations may not be eligible for delivery due to carrier restrictions or regional regulations.

Some shipping carriers may not deliver to P.O. Boxes. Customers should provide a valid physical delivery address whenever possible to avoid delays or delivery issues.

Orders are typically processed within several business days. During holidays, promotional events, product launches, or periods of increased demand, additional processing time may be required before shipment.

If your tracking information shows that your package has been delivered but you cannot locate it, we recommend checking around your property, with household members, neighbors, building management, or reception staff. Carriers occasionally mark packages as delivered shortly before final drop-off. Allowing additional time for delivery may resolve the issue. If the package remains missing, contact the shipping carrier directly to initiate an investigation or claim process. Once a claim has been submitted, customer support can provide further assistance if necessary.

If any items arrive damaged, please contact customer service promptly. Providing photographs of the damaged product, packaging, and shipping label will help expedite the resolution process. Depending on the situation, a replacement, refund, or alternative solution may be offered.

If an item is missing from your shipment, review your order confirmation and packing materials to verify the contents. Occasionally, products may ship separately. If the missing item cannot be located, our support team will be happy to investigate.

We strive to make returns simple and convenient. Eligible products may generally be returned within the applicable return window, provided they meet return requirements. Products should be packaged securely and include any necessary documentation. Customers are responsible for return shipping costs unless the return is due to an error on our part, such as receiving an incorrect or defective item.

Customers may choose to use a prepaid return label or arrange their own return shipment. Once the return is received and inspected, refunds are processed according to the original payment method. Processing times may vary depending on order volume and payment providers.

Products purchased through third-party retailers or physical stores must be returned to the original place of purchase. Online returns can only be accepted for items purchased directly through the official website.

For technical support, account assistance, or general inquiries, customers can contact our customer care team through email or available support channels. We are committed to responding as quickly as possible and providing helpful solutions.

Customers who wish to stop receiving promotional emails may unsubscribe at any time by selecting the unsubscribe link found at the bottom of marketing communications. Account-related and transactional emails may still be sent when necessary.

Laneige products are intended for personal use only. Reselling products through personal websites, marketplaces, or other commercial channels is not permitted. Orders suspected of being placed for resale purposes may be canceled or limited.

Businesses interested in wholesale opportunities may contact the appropriate sales department for information regarding eligibility, requirements, and partnership opportunities.

For product usage, the Lip Sleeping Mask is designed to be applied before bedtime. Its advanced moisturizing technology helps create a protective layer over the lips to lock in hydration overnight, leaving lips feeling soft, smooth, and refreshed by morning.

The Water Sleeping Mask is intended for use as the final step in an evening skincare routine. It works overnight to replenish moisture and support a refreshed appearance by morning.

The Eye Sleeping Mask is formulated to help hydrate and revitalize the delicate eye area during nighttime use, helping reduce signs of fatigue and dryness.

Many customers with sensitive skin enjoy Laneige products; however, individual skin responses may vary. Customers with particularly sensitive skin are encouraged to review ingredient lists and perform a patch test before full use.

Individuals who are pregnant, breastfeeding, or managing specific skin conditions such as rosacea, dermatitis, or severe acne should consult a qualified healthcare professional before introducing new skincare products into their routine.

Product formulations vary, and not all items are oil-free, fragrance-free, or non-comedogenic. Customers should review individual product descriptions and ingredient information to determine suitability for their specific needs.

If you believe you have encountered a counterfeit product, please report the details to customer service. Providing photographs, seller information, and proof of purchase can assist in the investigation.

We accept a variety of secure payment methods to make checkout convenient and safe. Accepted payment options are displayed during checkout and may include major credit cards, digital wallets, and other approved payment services.

Gift cards may not currently be available for purchase. Customers should review the website periodically for updates regarding gift card availability and other payment options.

Sales tax is calculated according to applicable state and local tax regulations. Tax amounts are determined based on the shipping destination, product category, and current tax laws in effect at the time of purchase.

Our goal is to provide reliable service, quality products, and helpful support throughout every step of your shopping experience. If you have additional questions that are not addressed here, our customer service team is always available to assist.