Customer Service Policy – Lauragellen

At Lauragellen, we’re dedicated to providing a seamless, supportive experience for every customer—from the moment you explore our collection of mature skin-focused cosmetics to long after you receive your order. This Customer Service Policy outlines our commitments to addressing your needs, resolving concerns, and ensuring you feel confident in your Lauragellen purchase.

1. Contacting Our Customer Service Team

We’re here to help with questions about product formulas, shade selection, orders, or returns—whatever you need to make your beauty journey smooth. You can reach our knowledgeable, friendly team via:

Email: Send inquiries, feedback, or requests to [email protected]
Response Time: We aim to reply to all emails within 24-48 business hours (excluding weekends and major holidays like Christmas, Thanksgiving, and New Year’s Day). For urgent matters (e.g., missing orders, damaged products), please include “URGENT” in your email subject line, and we’ll prioritize your request.

2. Order Management & Tracking

2.1 Order Confirmation

Immediately after placing an order, you’ll receive an automated email confirmation with your unique order number, item details (e.g., foundation shade, set contents), shipping address, and total cost. If you don’t receive this email within 1 hour, check your spam/junk folder first—if it’s still missing, contact us to verify your order status.

2.2 Order Tracking

Once your order ships (typically 1-3 business days after placement), we’ll send a second email with a tracking number and a link to our shipping partner’s website. Use this tracking number to monitor delivery progress in real time (e.g., “in transit,” “out for delivery”). If tracking information doesn’t update within 3 business days of shipment, reach out to us for assistance—we’ll help trace your package.

2.3 Order Modifications/Cancellations

We understand plans may change! To modify (e.g., update a shade, add an item) or cancel your order, contact us within 12 hours of placing it. After this window, we can’t guarantee changes or cancellations—our team processes orders quickly to get your cosmetics to you as soon as possible. If your order has already shipped, follow our return policy (outlined below) once you receive it.

3. Returns & Exchanges

We want you to love your Lauragellen cosmetics—especially when they’re tailored to your mature skin’s needs. If a product isn’t the right fit, we offer a hassle-free return/exchange policy:

3.1 Eligibility

Returns/exchanges must be initiated within 30 days of delivery (confirmed by tracking).
Products must be in their original condition: unused (no swatches, no application), unopened (if sealed, e.g., foundation tubes), with all tags, packaging, and free gifts included.
Exceptions: Final sale items (marked “Final Sale” on the product page) and personalized products (if applicable) are non-returnable/non-exchangeable, unless damaged or defective.

3.2 Return/Exchange Process

Email [email protected] with your order number, the product(s) you want to return/exchange, and the reason (e.g., “shade too light,” “formula not right for my skin”).
Our team will respond with a pre-paid return shipping label (for U.S. orders) and step-by-step instructions. For international orders, we’ll provide a return address—shipping costs may apply unless the return is due to our error.
Pack the product(s) securely (use the original box if possible) and attach the return label. Drop it off at the designated shipping carrier location, and keep a copy of the shipping receipt for your records.
Once we receive and inspect the item (3-5 business days after delivery to our warehouse), we’ll process your refund or exchange:

Refunds: Issued to your original payment method (e.g., credit card, PayPal) within 5-7 business days.
Exchanges: We’ll ship your requested replacement (e.g., a different foundation shade) for free, once the returned item is approved.

4. Damaged, Defective, or Incorrect Products

We take pride in the quality of our mature skin-focused cosmetics—if you receive a product that’s damaged, defective, or not what you ordered, we’ll make it right:

Contact us within 7 days of delivery with your order number, clear photos of the issue (e.g., broken eyeshadow palette, leaking primer, wrong blush shade), and a description of the problem.
Our team will review your claim and offer a solution:

A free replacement (if the correct item/shade is in stock).
A full refund (including original shipping costs).
For severely damaged items, we may waive the return requirement and process your refund/replacement immediately.

5. Shade & Product Guidance

We know choosing the right makeup for mature skin—like finding a foundation that matches your undertone or a blush that flatters—can be tricky. Our customer service team is trained to help:

Email us with details about your skin tone (e.g., “warm undertones, light-medium skin”) or concerns (e.g., “I need a foundation that doesn’t settle into fine lines”), and we’ll share personalized recommendations.
We also offer tips on product application (e.g., how to use our primer for long-lasting wear) to help you get the most out of your Lauragellen cosmetics.

6. Privacy & Data Protection

Your personal information (e.g., name, email, shipping address, payment details) is safe with us. We never share your data with third parties for marketing purposes, and we only use it to process orders, provide customer service, and send updates you’ve opted into. For more details, see our (link to privacy policy, if applicable).

7. Feedback & Continuous Improvement

Your thoughts help us grow! If you have suggestions for our products (e.g., a new eyeshadow shade for mature skin) or customer service, email us at [email protected]. We review all feedback regularly and use it to enhance your Lauragellen experience.

At Lauragellen, your satisfaction is our top priority. Whether you need help with a shade choice, a return, or a damaged product, we’re here to support you every step of the way. Thank you for trusting us with your mature skin beauty needs.