Customer Service Policy

Service Hours

Our customer support team operates Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding US federal holidays. While our team is offline on weekends and holidays, our automated order system continues to process and ship orders as usual.

Response Timelines

We prioritize fast, transparent communication for all inquiries. Email responses are guaranteed within 24 business hours for all messages sent to our official inboxes. Urgent issues (including damaged deliveries, missing packages, and payment failures) are escalated to our priority queue and addressed within 4 business hours during service hours.

Order Support

Our team can assist with all order-related requests, including order status checks, address changes (before an order ships), tracking updates, and cancellation requests. If you need to modify an order that has already shipped, we will work with you to arrange a return once the item is delivered.

Product Consultation

Not sure which product is right for your skin type or self-care routine? Our trained beauty advisors can provide personalized recommendations based on your needs, ingredient preferences, and budget. We can also answer questions about product ingredients, usage instructions, shelf life, and compatibility with other skincare products.

After-Sales Support

If your order arrives with damaged packaging, missing items, or quality issues, contact us immediately at support@loccitaneflashsale.com . We will resolve your issue within 48 business hours, with solutions ranging from replacement shipments to full refunds, depending on your preference. Our 60-day return window ensures you have ample time to test products and request adjustments if needed.

Escalation Process

If you are not satisfied with the initial resolution provided by our support team, you can request to escalate your case to a supervisor by replying to your support ticket or emailing info@loccitaneflashsale.com  with "Escalation Request" in the subject line. Supervisor responses are guaranteed within 24 business hours, and we will work with you to reach a mutually satisfactory outcome.

Service Standards

As a discount e-commerce platform specializing in premium French beauty, we hold ourselves to the same service standards as high-end department store counters. Our goal is to combine the indulgent, personalized experience of luxury beauty retail with the convenience and affordability of online outlet shopping.

Reach our customer service team anytime at support@loccitaneflashsale.com  or learn more about our policies at loccitaneflashsale.com .