Order Issues

My order shipped but I need to change the address?

Please update your address on the UPS website as soon as possible. If your package returns to us due to an incorrect address, we will notify you to discuss next steps.


I did not receive an order confirmation email?

Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, it may due to if your order was placed during a period of high order volume, such as an exciting new launch or promotion.

If you have not received your confirmation email within 24 hours after your order is placed, please email our Customer Team at support@laneige.zendesk.com so that we may assist you further!


Where does LANEIGE ship?

LANEIGE currently ships to all 50 states, excluding P.O. Boxes and U.S. territories such as Puerto Rico. You may experience longer delivery times when shipping to Hawaii and Alaska


Do you accept orders shipping to PO Boxes?

Unfortunately we cannot ship our products to PO Box addresses at this time.


When will my order ship?

*Please note our fulfillment team is currently experiencing significant shipping delays of approximately 10 days due to high order volume and increased safeguards in our distribution center. The team is working tirelessly to fulfill orders as quickly as they can, but there is a longer lead team at this moment.

We value your patience at this time, and your business as always. Thank you for your understanding.


Please allow 2-7 business days for processing of online orders. Any orders placed after 10 AM EST will be processed starting the following business day. Once your order is shipped, tracking information will be emailed to the email address the customer provided during checkout.

*During peak holiday times, please allow an extra business day for tracking information to be transmitted and shipment to be made.


What’s your return policy?

We are able to accept merchandise purchased from our website at us.laneige.com within 60 days of purchase.

If possible, please return products in their original packaging, along with your order information – found on either your original online receipt or the invoice that arrived with your package.

If your LANEIGE product is defective or was damaged during shipment, please accept our apologies. We are happy to issue a refund upon receipt of the returned item to your original method of payment.

If your LANEIGE products were purchased from a third-party retailer, we respectfully request that they be returned to the point of sale.

Please note: LANEIGE offers complimentary standard shipping with orders of $50 and above. Thus, we are unable to refund return shipping fees.


I want to return my item?

We're sorry you didn't love your LANEIGE products. If you wish to return an item, you can process returns for a flat fee of $5 here: https://returns.narvar.com/laneige/returnsIf possible, please return products in their original packaging, along with your order information – found on either your original online receipt or the invoice that arrived with your package.


Can I return an item purchased in store to us.laneige.com?

Only merchandise purchased from us.laneige.com can be returned to us.laneige.com within 30 days of purchase. If the item you wish to return was not purchased through us.laneige.com, please contact the place of purchase for a resolution.


How long will it take to process my return?

Processing time for returns is usually 7-14 business days from the time the return package is received. An email will be sent to confirm receipt and processing of your return request.


Do you have a phone number I can contact?

We’re in the office Monday - Friday 9:00 AM - 5:00 PM EST, excluding national holidays. You can send us an email any time or reach out through the “Contact Us" page. To expedite your request, please share your order confirmation number, if available. 


How can I unsubscribe from your emails/newsletters?

You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!

If you change your mind later, you can still subscribe to our newsletters by signing up on our website.


Can I sell the products on my own site?

Your purchase of LANEIGE products is only for your personal use. By purchasing LANEIGE products, you agree not to resell or distribute such products for any commercial purposes and agree to our Terms of Use. We may reject or cancel an order if we have reason to believe that your order is not for your personal use.


How can I open a wholesale account?

At this time LANEIGE does not have plans to roll out distribution.


How to use Lip Sleeping Mask?

Apply right before bedtime! Here’s a #SmartHydration Tip for you:

Its exclusive Moisture Wrap™ technology boasts hyaluronic acid and minerals to form a protective film over the lips to lock in moisture and active ingredients.


How to use Water Sleeping Mask?

Use as the last step of your nightly routine, after your favorite cream. Pairs great with our award winning Water Bank Moisture Cream. Use 2-3x a week, when your skin needs that extra drink of water!


How to use Eye Sleeping Mask?

Need to get rid of that extra (eye) baggage? Apply Eye Sleeping Mask 2-3x a week at night, or when you need some extra de-puffing action. Can be used solo or on top of your favorite eye cream.



Are your products cruelty free?

As an enterprise seeking peaceful coexistence between nature, human beings and businesses, AMOREPACIFIC pledges elimination of unnecessary animal testing for cosmetics to respect all living creatures. We have voluntarily discontinued animal testing on cosmetic ingredients and finished goods since 2008. And as of May 1, 2013, will expand the non-animal testing policy to our suppliers. Through continuous cooperation with academia, AMOREPACIFIC will further enhance our efforts to develop alternative testing methods. *Exceptions to this principle will apply however, if animal testing is required or bound by local governments or laws.