At Laneige, we are dedicated to providing high-quality K-Beauty products paired with attentive customer service. If you encounter any issues with a product, a damaged or missing order, or have questions about your experience, our team is ready to assist. Customer service is available Monday through Friday from 9:00 AM to 5:00 PM EST, excluding national holidays. You can reach out via email at laneige@apus.amorepacific.com or through our Contact Us page. Providing your order confirmation number, if available, helps us respond more efficiently.
All orders are shipped via UPS. Orders totaling $50 or more, excluding taxes, qualify for free ground shipping within the contiguous United States. Orders to Alaska and Hawaii carry a flat ground shipping fee of $10. For orders under $50, shipping rates are $8.95 within the contiguous United States and $18.95 for Alaska and Hawaii. Expedited shipping options, including two-day UPS shipping, are also available for an additional fee.
Please be aware that during high-volume periods or holidays, such as Thanksgiving, customer service and warehouse operations may be closed or delayed. Orders placed on holidays or after 10 AM EST may be processed on the following business day. During promotional periods, processing may take up to 10 business days, and returns may require up to 21 business days to process. Once shipped, tracking information will be sent to the email provided at checkout. Processing time does not include shipping time. Estimated delivery timelines can vary based on state and are available on our shipping map. Laneige USA does not ship to U.S. territories, PMB, APO, FPO, or P.O. boxes. Once packages leave our warehouse, UPS is responsible for delivery, and any issues with transit should be directed to UPS customer service.
Returns are accepted for most new, unopened products and gently used products purchased from us.laneige.com within 45 days of delivery. For orders placed between November 1 and December 25, returns must be completed by January 15 of the following year. Products purchased during Black Friday or Cyber Monday promotions are final sale. Returned products must be in their original packaging, and gently used items must be at least half full. Products sold as sets must be returned together. Defective or damaged products should be reported immediately to Customer Service.
Non-returnable items include final sale products, discounted products, subscription orders, and any items purchased outside of us.laneige.com. Laneige reserves the right to deny refunds if returned products do not meet these guidelines or if there is evidence of misuse or fraud.
Return shipping is the responsibility of the customer, except in cases where Laneige made an error, such as sending a defective or incorrect product. Prepaid return labels can be purchased for a small fee, or returns can be arranged by contacting Customer Service with your order number. Return packages should include the invoice and return confirmation email and be sent to:
AMOREPACIFIC US, Inc.
Laneige Online
3300 East Birch Street
Brea, CA 92821
Products are considered returned only when received at our distribution center. Customers are encouraged to insure their shipments and use carriers that provide proof of delivery. Returns that do not comply with the policy may be disposed of without compensation.
Refunds will be issued for eligible returns, minus any discounts, credits, or prepaid label fees, and will not include original shipping charges. Loyalty points associated with returned items will be deducted. Refunds are processed within 15 business days to the original form of payment.
For further assistance, please contact Laneige Customer Service at laneige@apus.amorepacific.com. We are committed to resolving any concerns and ensuring your satisfaction with our products and services.