CUSTOMER SERVICE POLICIES

ORDERS

Placing An Order 

After your order is placed, you will receive the following notifications at each stage:

1. Order confirmation email
2. Shipping notification email with tracking
3. Delivery notification email

Please note, orders may not be modified or canceled once they have been placed. 

Promotions and Discounts 

• One discount code may be applied per order. Codes may not be “stacked.”
• Promotions, codes and discounts cannot be applied to previous orders.
• We do not offer price adjustments at this time.
• Discount codes cannot be applied to subscriptions, virtual consultations or gift card purchases.
• Codes cannot be applied to the following brands: Biologique Recherche, Defenage and Omnilux. This list is subject to change and other exclusions may apply.
• Discount codes may be applied to the same order as a gift card redemption.

 

SHIPPING FEES AND DELIVERY TIMES

 

Domestic Shipping Options and Rates

• Standard (Ground) - Free on orders $200+
• Standard (Ground) - $12 on orders under $200
• UPS 2nd Day Air - varies by weight, dimensions and value
• UPS Next Day Air - varies by weight, dimensions and value
• UPS Next Day Air Early - varies by weight, dimensions and value
• Priority Mail Express - varies by weight, dimensions and value

Processing and Delivery

• We typically ship all orders within 2 business days of the order being placed.
• Orders placed on weekends or holidays will begin processing within 2 business days from the following business day.
• In addition to our own processing timeline, your order may encounter delays from our shipping partners due to unforeseen circumstances like weather and seasonal volume.
• If your package does not arrive on the estimated delivery date, please email us at hello@lasuiteskincare.com or call or text us at 203-356-5658.
• All expedited shipping orders (UPS 2nd Day Air, UPS Next Day Air and Priority Mail Express) will also require a processing time of 2 business days.
• Shipping fees are nonrefundable.

Missing, Stolen, or Delayed Orders

Your order may encounter shipping delays from our shipping partners. If your package does not arrive on the estimated delivery date, please track the order using the tracking number provided in your shipping notification email to find the most up to date delivery status. If you still have questions, please email us at hello@lasuiteskincare.com or call or text us at 203-356-5658. 

We offer Route Package Protection which covers lost, damaged, or stolen items and can be purchased during the checkout process. Note that if you decline package protection, La Suite is not responsible for lost, damaged, or stolen items.

 

SHIPPING INSURANCE

What is Route Package Protection?

Route Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Package Protection is available during checkout.

Every time you add Route Package Protection to your order, Route donates to support an agroforestry initiative that removes CO2 from the air and promotes a flourishing ecosystem.

You can also utilize the Route App to visually track your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here.

Purchased Route Package Protection and looking to file a shipping issue online? File here.

Where is my order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How does Route work?

If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim? File here.

Is Route Package Protection refundable?

Once Route’s services have been utilized and the package(s) have been successfully delivered, this insurance is not eligible for a refund.

How does Route process refunds or reorders?

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Package Protection.

In both cases, the Route Package Protection cost will not be refunded.

When should I file a claim?

• Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
• Please note, some order issues may require a police report to be filed.

• Stuck In Transit (Lost)

• Claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

• Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

• All of Route’s policies are listed here.
  
  

What if my order never arrives or is stolen?

Route definitely helps cover these instances! To protect your order against loss or theft, include Route Package Protection at checkout.

If your order has not arrived, please file a claim with Route here.

What if my order arrives damaged?

Route covers damage as well! To protect your order against damage that occurred during shipping, include Route Package Protection at checkout.

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

How do I file a claim for my lost, damaged, or stolen order?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet? Download here.

Does Route Package Protection work on international orders?

Yes. Route works the same way for domestic and international orders. Please note the timeframe for filing international claims:

• Stolen: between 5-30 days from delivery
• Lost: between 20-30 days from last tracking update
• Damaged: between 0-30 days from delivery

What are Route’s Terms and Conditions?

Route’s terms and conditions are listed here.

Is Route a licensed insurance company?

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

 

INTERNATIONAL ORDERS

We ship to nearly 200 countries worldwide. We do not ship to Cuba, Iran, North Korea, Russia, Syria, or Sudan. This list is subject to change.

International Shipping Options and Rates

We ship international orders via DHL. Cost varies by weight, dimensions, and value.

International Shipping Policies

Duties and taxes are calculated based on items ordered, the total dollar amount of the order, and country of delivery. Duties, taxes, and additional customs fees are included in your order total at the time of checkout.

Due to unforeseen circumstances, your order may encounter shipping delays from our shipping partners. La Suite Skincare cannot accept responsibility for any packages lost, stolen or damaged in transit.

Route Package Protection is available on international orders.

International Returns and Exchanges

All orders shipping outside the US are final sale and cannot be exchanged or returned. 

 

PAYMENT METHODS 

We accept all major credit cards, Paypal, ApplePay and La Suite Skincare gift cards. 

We also offer checkout with AfterPay. Your total purchase will be split into 4 payment installments using a credit or debit card of your choice. For more information on this service, please visit AfterPay. AfterPay may not be used on subscriptions. 

 

SALES TAX

Applicable sales tax will be charged on all orders. 

 

RETURNS

We do not accept returns or exchanges. All sales are final. 

If you’re not sure which products are right for you, please schedule a virtual consultation, email us at hello@lasuiteskincare.com or call or text us at 203-356-5658. 

We do not accept returns on recurring subscription orders. 

You may modify your subscription, including delivery frequency, at any time by logging into your account, clicking on the subscriptions tab, selecting the subscription you want to modify and updating the order frequency. If you’re not sure which frequency is right for you, please email us at hello@lasuiteskincare.com or call or text us at 203-356-5658. Learn more about subscriptions.

 

BIOLOGIQUE RECHERCHE ORDER POLICY FAQs

May I apply rewards, discounts or promotional codes to my Biologique Recherche order?

No. Biologique Recherche does not allow discounting of any kind. This includes our welcome offer, Suite Rewards loyalty points and all other La Suite codes.

Will I earn loyalty points on my Biologique Recherche purchases?

Yes. You will earn 5 points for every $1 spent on Biologique Recherche. However, rewards may not be redeemed on Biologique Recherche purchases.

Do you offer subscriptions on Biologique Recherche products?

No. As Biologique Recherche is a brand that does not allow discounting of any kind, we are not able to include the brand in our subscription program. 

May I ship my Biologique Recherche order to an international address?

No. Biologique Recherche orders may only be shipped domestically within the US.

May I combine Biologique Recherche products with other brands in the same order?

Absolutely. If a discount code is applied to the order, the price of any Biologique Recherche products will remain unchanged at full price.  

Please contact us at orderbr@lasuiteskincare.com with any questions.