1. Service Purpose
laroche-posayhub.it.com takes user satisfaction as the core service goal, and formulates this Customer Service Policy to standardize the pre-sales, in-sales, and after-sales full-cycle service standards, providing professional, efficient, and intimate one-stop shopping service for all users who purchase La Roche-Posay skincare products on the platform.
2. Service Channels
We provide multiple dedicated service email channels to meet users’ different consultation and service needs. Users can contact our professional service team through the following emails: press@laroche-posayhub.it.com for brand cooperation, press consultation and public service matters; support@laroche-posayhub.it.com for daily shopping consultation, order problem handling, after-sales return and refund application, and service complaint feedback; wholesale@laroche-posayhub.it.com for bulk purchase, wholesale cooperation and customized order consultation. Our service team will reply to user emails within the shortest working time.
3. Pre-Sales Service Standard
Our customer service team provides professional pre-sales consultation services for users, including product ingredient introduction, skin suitability analysis, usage guidance, product efficacy explanation, platform preferential activity rules, shipping policy interpretation, and order placement guidance. For users with sensitive skin, dry skin and eczema-prone skin care needs, we can provide targeted product matching suggestions to help users select suitable skincare products.
4. In-Sales Service Standard
During the user order placement and payment process, we provide real-time order problem solving services, including order information modification, address adjustment, payment failure troubleshooting, order cancellation application, and expedited delivery service processing. We ensure that every user can complete the order operation smoothly and solve all abnormal problems in the ordering process in a timely manner.
5. After-Sales Service Standard
We provide comprehensive after-sales guarantee services for all platform orders, covering product quality problem handling, transportation damage compensation, 60-day free return service, 5-10 working days refund processing, and order logistics tracking consultation. For all after-sales problems fed back by users, we will complete problem verification and solution feedback within the working cycle to fully protect users’ shopping rights and interests.
6. Complaint and Suggestion Handling
We welcome users to put forward service complaints and optimization suggestions through the support email. We will record all user feedback in detail, conduct verification and handling within 3 working days, and give a clear processing result and reply. We will continuously optimize the platform service process according to user feedback to improve the overall shopping experience.