Customer Service Policy

 for Le Labo Fragrances

This Customer Service Policy outlines Le Labo Fragrances’ (“we,” “us,” or “our”) commitment to providing reliable, respectful, and efficient support for customers who purchase or inquire about our products—including personalized perfumes, candles, shampoo, lotion, and signature scents for women and men—via our website at leelabofragrances.com. Our goal is to address your needs promptly, resolve issues fairly, and ensure a positive experience with our brand.

1. Our Service Mission

We believe customer service is an extension of our dedication to quality—just as we craft fragrances with care, we strive to assist you with the same attention to detail. We commit to:
  • Treating all customers with respect, empathy, and transparency.
  • Providing accurate, clear information about our products, orders, shipping, and returns.
  • Resolving issues in a timely manner, with solutions tailored to your needs.
  • Continuously improving our service based on customer feedback.

2. Scope of Customer Service

Our team is available to assist with the following inquiries and needs:

2.1 Product-Related Support

  • Details about product ingredients, scent notes, usage instructions, and customization options (e.g., personalized perfume blends).
  • Guidance on selecting products (e.g., recommending signature scents based on preferences).
  • Clarifications about product availability, sizing, or packaging.

2.2 Order & Shipping Assistance

  • Tracking order status (e.g., confirming if an order has been processed, shipped, or delivered).
  • Addressing order delays, missing items, or misdeliveries (including coordinating with shipping carriers).
  • Helping update shipping addresses (only if the order has not yet been shipped).

2.3 Return & Refund Support

  • Guiding you through the return process (e.g., initiating return requests, providing return authorization numbers).
  • Answering questions about refund eligibility, timelines (5–10 business days for processing after return inspection), and refund methods (issued to the original payment method in USD).
  • Resolving issues with returned products (e.g., confirming receipt of returns, addressing delayed refunds).

2.4 Technical & Account Help

  • Assisting with website-related issues (e.g., login problems, checkout errors, difficulty navigating product pages).
  • Supporting account management (e.g., updating personal information, accessing order history).

3. Communication Channels

You can reach our customer service team through the following channels—we prioritize accessibility and prompt responses for each:

3.1 Email Support

  • Email Address: service@leelabofragrances.com
  • Best for: All types of inquiries (product questions, order issues, returns, technical help). Include your order number (if applicable) and clear details about your request to speed up resolution.
  • Response Time: We aim to reply to all email inquiries within 1–2 business days (excluding peak periods like holidays, where responses may take up to 3 business days—we will notify you of delays via website updates if needed).

3.2 Mailing Address

  • Address: Le Labo Fragrances, 2203 West 24th Street, Los Angeles California 90018 United States
  • Best for: Written correspondence, or returning products (note: always initiate a return request via email first to receive a return authorization number—this ensures your package is processed quickly).

3.3 Website Reference

  • Website: leelabofragrances.com
  • Use our website to access self-service resources (e.g., our Shipping Policy, Refund Policy, product FAQs) before contacting support—these may answer your question immediately.

4. Issue Resolution Process

We follow a structured process to ensure your concerns are resolved thoroughly:
  1. Submit Your Request: Reach out via email (preferred) or mail, including all relevant details (order number, product name, issue description, photos if applicable).
  2. Acknowledge Receipt: We will confirm we’ve received your request within 24 hours (via email) and provide a timeline for resolution.
  3. Investigate & Respond: Our team will review your inquiry, coordinate with internal teams (e.g., shipping, inventory) if needed, and propose a solution (e.g., refund, replacement, tracking update) within the stated timeline.
  4. Follow Up: After resolving your issue, we may follow up via email to ensure you’re satisfied with the outcome. If the solution is not meeting your needs, we will work with you to adjust it.

5. Special Considerations

  • Personalized Products: For personalized items (e.g., custom-labeled perfumes), we prioritize resolving issues caused by our error (e.g., incorrect spelling, wrong scent) with replacements or full refunds. For “change of mind” requests, we refer to our Refund Policy (eligible only if the product is unused and in original packaging).
  • Free Shipping Guarantee: If you have questions about our free shipping benefit (applied to all orders), our team can confirm how it applies to your order or address shipping cost discrepancies (if any).

6. Feedback & Improvement

We value your feedback—whether positive or constructive—as it helps us enhance our service and products. You can share feedback via email (service@leelabofragrances.com) or through follow-up communications after issue resolution. All feedback is reviewed by our customer service leadership team to identify opportunities for improvement.