Customer Service Policy

Customer Service Policy

At larocheposayusshop, we are committed to providing exceptional customer service to ensure a smooth and satisfying shopping experience for every user. This Customer Service Policy outlines the support services we offer, how to contact us, and the guidelines for resolving issues related to orders, products, shipping, returns, and refunds. We serve customers worldwide and strive to address all inquiries promptly and fairly.

1. Contact Information & Support Hours

Our customer service team is available to assist you with any questions, concerns, or requests. You can reach us exclusively via email, and we aim to respond to all inquiries within 24-48 business hours (excluding weekends and U.S. public holidays).

Support Email: [email protected]

When contacting us, please include your order number (if applicable), full name, and a detailed description of your issue. This helps us process your inquiry efficiently and provide accurate solutions.

2. Order-Related Support

2.1 Order Processing & Shipment

All orders are processed and shipped the next business day after confirmation. We provide order confirmation emails immediately after purchase, and shipping notification emails with tracking details once your order is dispatched. If you do not receive these emails within 24 hours, please check your spam folder or contact our support team.

We offer free global shipping on all orders, with an estimated delivery time of 5 days from the date of shipment. Delivery times are estimates and may be delayed due to customs clearance (for international orders), carrier disruptions, or unforeseen circumstances. We will notify you promptly if a significant delay (exceeding 5 days) is expected, and assist with tracking or resolving shipment issues.

2.2 Order Cancellations & Modifications

We can only cancel or modify orders that have not yet been shipped. If you need to cancel or change your order (e.g., shipping address, product quantity), please contact us immediately via [email protected]. Once an order is shipped, we cannot cancel or modify it, and you will need to follow our returns policy to return the items and obtain a refund.

2.3 Missing or Damaged Orders

If your order is missing (not delivered within 7 days of shipment) or arrives damaged, please contact us within 3 days of the expected delivery date. Provide your order number, photos of the damaged package/product (if applicable), and a detailed description of the issue. We will investigate the matter with the shipping carrier and provide a solution—either a full refund, replacement, or reshipment—at our discretion, free of charge.

3. Returns & Refunds Support

We stand behind our products and offer a 60-day return policy for unused, unopened items in their original packaging. To initiate a return, please contact our support team to request a return authorization (RA) number and our designated return warehouse address. Returns without an RA number may be rejected.

You are responsible for securely packaging return items and using a trackable shipping method (we are not liable for lost or damaged return shipments). Once we receive and inspect the returned items (typically within 3-5 business days of delivery to our warehouse), we will initiate a refund in USD to your original payment method. Refunds take 5-10 business days to reflect in your account, depending on your payment provider’s processing times.

For refund-related inquiries (e.g., status updates), please contact us with your order number and return tracking details, and we will assist with follow-up.

4. Product Inquiries

Our team is happy to provide information about our products (e.g., ingredients, usage, compatibility) to help you make informed purchases. If you have questions about a specific product, please include the product name in your email, and we will respond with accurate details based on the product specifications.

5. Payment & Currency Support

All transactions on larocheposayusshop.com are processed in United States Dollars (USD). If you encounter payment errors, failed transactions, or have questions about billing, please contact us with your payment method details (last 4 digits of the card only) and order attempt confirmation. We will assist with troubleshooting, and ensure no unauthorized charges are processed.

Note: Currency conversion fees or exchange rates applied by your payment provider are your sole responsibility, and we cannot adjust refunds for such fees.

6. Account Support

If you experience issues with your account (e.g., login problems, password resets, updating personal information), please contact our support team. We will help you resolve account-related issues promptly, and ensure your personal information is kept secure (in line with our Privacy Policy).

7. Feedback & Suggestions

We value your feedback and use it to improve our products and services. If you have suggestions, compliments, or complaints, please share them via [email protected]. We review all feedback and strive to implement changes that enhance the customer experience.

8. Limitations

Our customer service team is dedicated to resolving issues fairly, but we cannot be held liable for delays or issues caused by factors beyond our control (e.g., carrier errors, customs delays, payment provider issues, or user error in providing information). We reserve the right to deny requests that do not comply with our policies (e.g., returns outside the 60-day window, damaged items due to improper use).

9. Policy Updates

We may update this Customer Service Policy from time to time. The latest version will be posted on our website with a revised “Last Updated” date. Your continued use of our services constitutes acceptance of the updated policy.