Customer Service Policy


—— Because beauty shouldn’t come with bureaucracy.

At Lancôme-USA, we believe that buying something lovely should feel lovely. Not like paperwork. Not like a negotiation. Not like you need to defend your decision to spend money on yourself.

Here’s how we make sure it stays that way.

📦 Shipping & Handling
Free. Always. No asterisks.

We offer free worldwide shipping on every single order. No minimums. No membership tiers. No “first time only” traps.

Your order will be processed within 24 hours and dispatched from our nearest fulfillment center. You’ll receive a tracking link via email as soon as it leaves us—so you can stalk its journey the same way you’d stalk a crush.

Estimated delivery times:

  • United States: 3–5 business days

  • International: 5–8 business days

Customs? Covered. Duties? On us.
(Yes, really. Surprise fees are not our love language.)

🔄 Returns & Exchanges
Changed your mind? We don’t judge.

If you open the box and the shade isn’t you—or you simply overestimated how many backup mascaras one human needs—we’ve got you.

Return window: 30 days from delivery.
Condition: Gently used is fine. Swatched is fine. “I touched it once and knew it wasn’t my soulmate” is completely fine.
Cost: Free. We’ll email you a prepaid label within 24 hours.

Refunds are processed immediately upon scan. No “we have to inspect it first” delays. We trust you.

🆘 Contact & Support
Real humans. Real fast. Real opinions.

Forget the chatbot. Forget the automated loops that lead nowhere.

Email us at [email protected] and you’ll get:

  • A human within 4 hours (usually sooner)

  • A name, not a ticket number

  • Straight answers, not scripted sympathy

Need shade matching? Gift advice? A second opinion on whether you need both the rose mist and the foaming cleanser? (Spoiler: you do.) We’re here for that too.

🔐 Payment & Security
Smooth. Safe. Silent.

We accept all major credit cards, PayPal, and Shop Pay.
Your information is encrypted, protected, and never shared.
We don’t store your data. We don’t sell your habits. We don’t retarget you with the exact same lipstick you already bought. (That’s just cruel.)