ORDER FAQ'S

Issues With a Delivered Order or Lost Packages

注：La Mer Online 会关注有关遗失、丢失、错发和损坏物品的索赔以防出现滥用情况。遗失、丢失、错发和损坏的物品必须在收到货物后立即报告，任何损坏、错发、丢失的物品必须保留（包括包裹运输箱）。La Mer Online 保留在任何情况下限制或拒绝订单/商品重新发货或退款的权利。


Something is missing from my order

  • You have 30 days from the date the order is delivered to contact us about missing items.
  • Verify that the products in your order match your order confirmation email or your online account. If the item is not listed, that means the item was not added to your order when it was placed.
  • If a promotional item is missing from your package, it’s possible that your order did not qualify for the promotional item, or it was out of stock when your order was submitted.
  • Promotional items are while supplies last.
  • If the missing item is listed in your order, it’s probable that the item is shipping separately. You will receive multiple shipment confirmation emails for items that ship separately, and you can view all order information for each shipment within your online account.
  • La Mer Online is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. La Mer Online 不为送至转运公司的任何商品提供退换或退款。如果您选择将产品运送至转运公司，我们建议您要求货运代理公司拒收送达时受损的包裹。必须在转运公司接受包裹之前报告损坏。一旦转运公司接收包裹，则由转运公司负责。

I got the wrong product(s) in my order

  • You have 30 days from the date the order is delivered to contact us about wrong items in your order.
  • If your online order is not as expected, please contact us.
  • La Mer Online is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. La Mer Online 不为送至转运公司的任何商品提供退换或退款。如果您选择将产品运送至转运公司，我们建议您要求货运代理公司拒收送达时受损的包裹。必须在转运公司接受包裹之前报告损坏。一旦转运公司接收包裹，则由转运公司负责。

My order arrived damaged

  • You have 30 days from the date the order is delivered to contact us about damaged items in your order.
  • 当您的订单到达时，请检查包裹在运输过程中是否出现任何破损。
  • It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials, and the items inside and contact us immediately for assistance.
  • 如果因损坏程度过高而无法保留物品，请小心处理并为损坏的物品拍照，然后安全地丢弃损坏的物品。
  • La Mer Online is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. La Mer Online 不为送至转运公司的任何商品提供退换或退款。如果您选择将产品运送至转运公司，我们建议您要求货运代理公司拒收送达时受损的包裹。必须在转运公司接受包裹之前报告损坏。一旦转运公司接收包裹，则由转运公司负责。

My package never arrived

  • You have 30 days from the date the order is shipped to contact us about a missing order.
  • First, check the carrier tracking number from your ship confirmation email to confirm delivery status.
  • Sometimes a shipping carrier will mark a package as delivered before delivery is actually made. Please allow up to 24 hours for the package to be delivered once the package is marked delivered.
  • Contact the carrier directly if tracking indicates proof of delivery, but you cannot locate the package after reviewing the delivery photo and checking with neighbors or the person who signed for the delivery.
  • Most carriers provide a picture of the delivery and, if the package was signed for, the name of the person who signed for the package is displayed.
  • Once the carrier has marked your order as delivered, all risk of loss with respect to the products in your order is transferred from La Mer Online to you.
  • If you suspect your package was stolen, we recommend you file a police report rather than contacting us.
  • If carrier tracking indicates an issue with the order delivery, contact us.
  • La Mer Online is not responsible for any damage, defect, material difference or loss that occurs to goods delivered to a forwarding company. La Mer Online 不为送至转运公司的任何商品提供退换或退款。如果您选择将产品运送至转运公司，我们建议您要求货运代理公司拒收送达时受损的包裹。必须在转运公司接受包裹之前报告损坏。一旦转运公司接收包裹，则由转运公司负责。
返回顶部