Customer Service Policy - LauraGellerOutlet
At LauraGellerOutlet, we are dedicated to providing exceptional customer service and ensuring a smooth, satisfying shopping experience for every customer. This Customer Service Policy outlines the standards, services, and procedures we follow to address your needs, resolve inquiries, and support you throughout your interaction with our website (lauragelleroutlet.com).
1. Contacting Customer Service
We offer customer support via email, and our team is committed to responding to all inquiries in a timely and helpful manner:
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Response Time: We aim to reply to all emails within 24-48 business hours. During peak periods (e.g., holidays, sales events), response times may be slightly extended, and we appreciate your patience.
You can contact us for any of the following: order status inquiries, shipping questions, return/refund requests, product information, account issues, or other concerns related to your purchase.
2. Order Support
2.1 Order Confirmation
Upon successful placement of your order, a confirmation email will be sent to the email address you provided during checkout. This email includes your order number, product details, total amount, and shipping information. If you do not receive a confirmation email within 1 hour of placing your order, please check your spam/junk folder first, then contact our customer service team for assistance.
2.2 Order Processing & Shipping
We process and ship all orders within 1 business day (24 hours) of order confirmation. We offer free global shipping on all orders, with an estimated delivery time of 5 business days from the date of shipment. Once your order is shipped, a shipping confirmation email containing a tracking number will be sent to you, allowing you to monitor the delivery progress.
If your order has not been shipped within 2 business days, or if the delivery time exceeds the estimated 5 business days, please contact us with your order number, and we will investigate the issue promptly.
2.3 Order Modification/Cancellation
We strive to process orders quickly, so order modifications (e.g., changing shipping address, updating product quantity) or cancellations can only be requested within 1 hour of placing the order. To request a modification or cancellation, please contact us immediately at
[email protected] with your order number and the desired changes. We cannot guarantee modifications or cancellations after the 1-hour window, as the order may have already entered the processing or shipping stage.
3. Return & Refund Support
We offer a 60-day return policy for all products, provided the items are unused, in their original packaging, and in the same condition as received. Our customer service team will guide you through the return process step-by-step:
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Return Initiation: To start a return, contact us at
[email protected] with your order number and the details of the product(s) you wish to return. We will issue a Return Authorization (RA) number and provide detailed return instructions within 1-2 business days.
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Return Inspection: Once we receive your returned package, we will inspect the items within 3 business days to verify they meet the return criteria.
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Refund Processing: Approved refunds will be processed within 5-10 business days of inspection. Refunds will be issued to the original payment method used for the purchase, and a refund confirmation email will be sent to you once the process is complete.
Note: We are not responsible for return shipping costs unless the return is due to a defective product, incorrect item, or an error on our part. Original shipping costs (if applicable, though we offer free shipping) are non-refundable.
4. Product Inquiries & Support
Our customer service team is knowledgeable about our product lineup, which is specifically curated for mature skin. We are happy to assist with:
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Product details: Ingredients, formulation, application methods, and suitability for different skin types.
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Product availability: Updates on out-of-stock items and restock timelines (if applicable).
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Product issues: Defective items, damaged products upon delivery, or concerns about product performance. If you receive a defective or damaged item, please contact us within 7 days of delivery with photos of the item and packaging, and we will arrange for a replacement or refund.
5. Account Support
If you encounter issues with your account (e.g., login problems, password reset, updating personal information), please contact us at
[email protected]. We will assist you in resolving the issue and ensuring your account information is secure and up-to-date.
6. Service Commitment & Feedback
We value your feedback and continuously strive to improve our customer service and product offerings. If you have any suggestions, complaints, or comments about your experience with our customer service team or website, please share them with us via email. We will review your feedback carefully and take appropriate action to address any concerns.
7. Policy Updates
We may update this Customer Service Policy from time to time to reflect changes in our services or operational needs. Any updates will be posted on this page with a revised "Last Updated" date. Your continued use of our website and services constitutes acceptance of the updated policy.
8. Final Note
Our goal is to ensure every customer feels supported and valued. If you have any questions or need assistance, please do not hesitate to contact our customer service team at
[email protected]. We are here to help!
