All orders received are subject to bank authorization prior to processing. Only authorized orders will be processed. Orders are processed for delivery on business days only (Monday to Friday, excluding Public Holidays). We use as our standard delivery courier. Most orders will be processed and delivered within 3 - 7 business days (West Malaysia) and 5 -14 business days (East Malaysia) from the order's date.
2. Delivery Charges
Our standard delivery charges per order are as follows:
- For West Malaysia, delivery charge is RM10.00.
- For East Malaysia, shipping charge is RM15.00.
- Orders of RM180.00 and above (after deducting cash or discount voucher if applicable) are entitled to delivery free of charge within Malaysia.
Orders are dispatched for delivery between 9.00am – 5.00pm from Monday to Friday (exclude Public Holiday) and 9:00am – 11:00am on Saturday.
3. Delivery Coverage Areas
We only deliver to addresses in Malaysia. We do not deliver to PO Box addresses or ship internationally.
4. Delivery Timing
We understand that getting your purchased orders quickly is important to you, so we make every effort to process and deliver your orders as soon as we can. To ensure prompt delivery, kindly ensure that you provide us with an accurate delivery address, contact details including telephone number and email address. Failure to do so may risk our courier service being unable to deliver in a timely and prompt manner.
5. Delivery Problems
In the event that we fail to deliver to you at the delivery address provided by you, we will make a subsequent (2nd) attempt at the specified delivery address. We regret to inform that you that your package will be returned to Laneige Malaysia and orders will be cancelled if both deliveries failed (1st and 2nd attempt).
EXCHANGE & REFUND
1. All purchases made on Laneige Official Store are non-returnable and non-refundable.
2. In the event you receive a damaged/defective item, you may return the product(s) in its original condition together with its original receipt within 14 business days upon goods received.
3. To initiate the return and refund process, please contact us at firstname.lastname@example.org within 14 business days from delivery with supporting evidence as follows: -
- Order Number
- Order Received Date
- Name of the Item
- Product Condition (new/used)
- Reason of Return
- Photo Evidence (picking list and photo of the all the items you have received).
4. Please return the goods in its original packaging and include original receipt. In case of refund, gifts with purchase may be requested to be returned. Our customer service representative will advise accordingly.
5. Customer will have to bear the delivery costs incurred during the return process
6. Damage or defective issue raised after 14 days upon order delivered shall not be entertained.
7. Upon receipt of the returned package, please allow 3 - 5 working days for exchange or refund processes. Confirmation of exchange or refund will be notified via Laneige Malaysia Official Store customer service email - email@example.com.
8. Refund will not be processed should the goods returned is incomplete or not in its original condition.
9. Refund will be credited to the original payment method within 7 - 14 working days upon refund confirmation, duration may varies depending on bank processing time.
10. Exchange or refund here refers to purchases made via Laneige Malaysia Official Store only, and exchange or refund of online purchases cannot be done at any Laneige boutiques or counters.
11. If you buy Laneige's products from unauthorized retailers, websites or other unauthorized sources, we regret that we cannot offer you our return/exchange or otherwise assist you with any problems that you may encounter.
12. We regret to inform that orders cannot be cancelled once placed. Kindly ensure you have checked and validated all details and information before you proceed with payment.
13. Laneige Malaysia reserves the right of making final decision to disapprove exchange or return should the product returned is in unsatisfactory condition or any of the terms above are not met.
14. While we do everything, we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
If you have any questions on our return policy, please contact our Customer Service team at firstname.lastname@example.org and it would be our pleasure to assist you.