Customer Service Policy

Customer Service Policy - lauragellermalls

At lauragellermalls, we are committed to providing exceptional customer service that matches the quality of our curated beauty products. Your satisfaction, trust, and positive experience are our top priorities, and this policy outlines the standards, support channels, and guidelines we follow to ensure your needs are met every step of the way.

1. Our Service Commitment

We strive to deliver transparent, efficient, and personalized support for all aspects of your shopping journey—from browsing our Holiday collections, Bliss Skincare line, and makeup essentials to post-purchase care. We value your feedback and use it to continuously improve our products, website, and service.

2. Contacting Customer Service

We offer convenient support through the following channel, and our team is dedicated to responding promptly:
  • Email Support: Reach us at [email protected] for all inquiries (product questions, orders, returns, etc.). We aim to reply within 24-48 business hours (excluding weekends and major holidays).
When contacting us, please include your order number (if applicable) and clear details about your inquiry to help us assist you faster.

3. Order Processing & Tracking

  • Order Confirmation: Immediately after placing an order, you will receive a confirmation email with your order details. If you do not receive this email within 1 hour, check your spam folder or contact us to verify your order status.
  • Processing Time: Most orders are processed within 1-3 business days. During peak periods (e.g., holiday seasons, new product launches), processing may take up to 5 business days, and we will notify you of any delays.
  • Shipping & Tracking: Once your order ships, you will receive a shipping confirmation email with a tracking number to monitor your delivery. Delivery times vary by location and shipping method selected at checkout.

4. Returns & Refunds

We want you to love your lauragellermalls purchases. If you are unsatisfied, we offer a flexible return policy (exceptions apply to certain beauty products for hygiene reasons):
  • Eligibility: Items must be returned within 30 days of delivery, in their original, unopened, and unused condition (with all packaging, tags, and accessories intact). Used or opened makeup/skincare products (e.g., lipsticks, foundations, serums) cannot be returned unless they are defective or damaged upon arrival.
  • Defective/Damaged Items: If you receive a defective, damaged, or incorrect product, contact us within 7 days of delivery. Provide photos of the item and packaging, and we will arrange for a free return and send a replacement or issue a full refund (including shipping costs).
  • Return Process: To initiate a return, email [email protected] with your order number and reason for return. Our team will provide a return authorization (RA) number and detailed return instructions. Returns without an RA number may be refused.
  • Refunds: Once we receive and inspect your returned item (typically 3-5 business days after delivery to our warehouse), we will process your refund to the original payment method. Refunds may take 5-7 business days to reflect in your account, depending on your financial institution.
  • Non-Returnable Items: Final sale items (e.g., limited-edition holiday sets marked "Final Sale") and personalized products are not eligible for return or refund.

5. Product Inquiries & Recommendations

Our customer service team is knowledgeable about our full product range—from Holiday Eyes palettes and Setting Powders Sprays to Bliss Skincare Sets. We can assist with:
  • Ingredient details and allergen information
  • Product usage guidance and tips
  • Recommendations based on your skin type, makeup preferences, or specific needs (e.g., travel-friendly products from Curated Collections)

6. Privacy & Data Protection

We respect your privacy. Any personal information you share with us (e.g., name, email, payment details) is used solely to process your orders, provide customer service, and keep you updated on your purchases. We will never share your information with third parties without your explicit consent, in compliance with applicable data protection laws.

7. Policy Updates

We may update this Customer Service Policy periodically to reflect changes in our operations or industry standards. The latest version will always be posted on our website, with the "Last Updated" date clearly marked. Your continued use of our website and services constitutes acceptance of the updated policy.
If you have any additional questions about our customer service, please do not hesitate to contact us. Thank you for choosing lauragellermalls—we appreciate your trust in our brand.