Dispute Resolution
Dispute Resolution
If something about your order, your formula, or your experience with La Bâché ever feels unresolved, we would rather hear it directly from you than have it become a formal complaint. This page explains exactly how we handle disagreements — how quickly we respond, how a concern escalates if we can't resolve it together right away, and which independent bodies you may turn to across the United States, Japan, and Europe.
Why This Policy Exists
This Dispute Resolution page explains how La Bâché LC Bryant LLC ("La Bâché," "we," "us," or "our") handles a complaint, disagreement, or unresolved issue arising from an order placed on shoplabache.com for our Skin, Hair, or Homme collections — including the Blueberry Luxé Élixir Facial Serum, Élixir Romarin Rosemary Mint Hair Oil, and the Parfum D'Homme Serum and Balm.
We are a small, women-owned and family-led company based at 6560 N Mascher Street, Philadelphia, Pennsylvania 19120, United States, shipping to customers across the United States, Japan, and Europe. This page sets out, in plain language, the process we follow before any dispute is escalated beyond a direct conversation with our team, and the independent resolution bodies available to you in each region if we cannot reach an agreement together.
This page should be read together with our Refund Policy, Terms of Service, and our Legal Notice. If you are contacting us about a warranty claim specifically, our Warranty & Limitation of Liability Policy sets out the coverage and remedy that applies to defective goods.
Our Commitment to Resolve Directly, First
Before any dispute is referred to a third party, a regulator, or a court, we commit to trying, in good faith, to resolve it directly with you. This is not a formality — as a small, hands-on team, we would genuinely rather understand what went wrong and fix it than have a disagreement escalate unnecessarily.
- Every complaint is read and answered personally by our team; nothing is routed through an automated ticketing system that never reaches a human.
- We ask that you bring any concern to us directly, using the contact method in Section 3, before pursuing a chargeback, a public complaint, or a formal claim, so that we have a fair opportunity to make it right.
- We aim to reach a resolution — a replacement, a refund, an explanation, or another fair outcome — within the timeframe described in Section 4, without requiring you to escalate further.
Our approach in one sentence. We would rather have an honest conversation and put things right than let a small issue become a large one — reach out first, and let us try to fix it.
Contact Method for Disputes
Every dispute — whether about an order, a product, a charge, or a policy — starts the same way: tell us directly, using whichever channel is easiest for you.
Write to bonjour@shoplabache.com with your order number and a description of the issue. This is the fastest way to create a written record we can track through to resolution.
Primary ChannelPhone
Call +1 (215) 429-3436 during business hours to speak with our team directly about an urgent or time-sensitive concern.
Direct LineLive Chat
Available on shoplabache.com during business hours for a quicker back-and-forth on straightforward questions or concerns.
On-SiteBusiness hours. Monday–Saturday, 9:00 AM–6:00 PM Eastern Time (New York). Messages received outside these hours are addressed the next business day.
Registered office. Written correspondence may also be sent to La Bâché LC Bryant LLC, 6560 N Mascher Street, Philadelphia, Pennsylvania 19120, United States.
Timeframe for Responding to Complaints
We reply to every complaint within a defined, published timeframe — not an open-ended "we'll get back to you eventually."
We respond to every complaint submitted through the channels in Section 3 within 2 business days. This first response confirms we have received your concern and outlines the next step — which may be a request for more detail, a proposed resolution, or a timeline for investigating further where the issue requires it (for example, confirming a manufacturing batch code).
Where a complaint requires additional investigation, we keep you updated at each stage rather than leaving the matter open without communication. Our goal, consistent with Section 2, is to reach a fair resolution without requiring you to escalate the matter further.
Escalation Procedure
If your concern is not resolved through our normal support channel, or if you are not satisfied with the outcome proposed, here is exactly what happens next.
Direct resolution with our support team
Your complaint is reviewed and answered within 2 business days, with a proposed resolution based on the facts of your order.
Escalation to management review
If you are not satisfied with the proposed resolution, reply and ask that your case be escalated. A member of our leadership team — not the original support contact — will personally review the complaint and respond within 3 additional business days.
Written final response
If the matter remains unresolved after management review, we will provide a written final response summarizing our position, the resolution offered, and confirming that our internal process is complete.
Independent or formal resolution
Only after our internal process in Steps 1–3 has concluded do we consider a dispute ready for the alternative resolution avenues described in Section 6, or formal legal proceedings where applicable.
Alternative Dispute Resolution
If our internal process in Section 5 does not resolve your concern, the independent avenues below are available to you. We have limited this list to bodies and mechanisms that are currently active — select your region below.
Independent Avenues in the United States
If our internal process does not resolve your complaint, the following independent options remain available to you at any time — none of them require our participation to begin.
Better Business Bureau
You may file a complaint with the Better Business Bureau serving Eastern Pennsylvania, which offers free, voluntary business-dispute mediation.
State Attorney General
Consumer protection divisions in your state, and Pennsylvania's Office of Attorney General, accept and investigate consumer complaints against businesses.
Small Claims Court
For disputes within your state's small claims monetary limit, you may file a claim in the small claims court local to you or to our Philadelphia office without needing an attorney.
Voluntary Consumer Arbitration
Where both parties agree in writing, a dispute may instead be resolved through consumer arbitration administered by the American Arbitration Association (AAA) — see Section 7.
Independent Avenues in Japan
If you are contacting us from Japan and our internal process does not resolve your complaint, the following consumer bodies remain available to assist you.
National Consumer Affairs Center (NCAC)
The National Consumer Affairs Center of Japan (Kokumin Seikatsu Center) provides free consultation and mediation support for consumer disputes, including online purchases.
Local Consumer Affairs Centers
Regional consumer affairs centers (Shouhi Seikatsu Center), reachable through the nationwide consumer hotline, offer localized complaint counseling.
Consumer Affairs Agency
Japan's Consumer Affairs Agency oversees consumer-protection enforcement and publishes guidance on resolving disputes with online retailers.
Civil Court Proceedings
Where a dispute cannot be resolved through consultation, you retain the right to bring a claim before the applicable Japanese court under ordinary civil procedure.
Independent Avenues in Europe & the UK
If you are contacting us from the European Union, the wider European Economic Area, or the United Kingdom, and our internal process does not resolve your complaint, the currently active national bodies below remain available to you.
National ADR Entities
Certified alternative dispute resolution (ADR) bodies operating under each EU member state's implementation of the ADR Directive (2013/11/EU) offer independent, out-of-court dispute resolution for consumer complaints.
National Consumer Authorities
You may raise a complaint with your national consumer protection authority — for example, the DGCCRF in France, the Bundesnetzagentur or a regional Verbraucherzentrale in Germany, or your own country's equivalent body.
UK Ombudsman Services & Trading Standards
UK consumers may contact Citizens Advice's consumer service for guidance, an approved ombudsman scheme where applicable, or their local Trading Standards office.
National Courts
You always retain the right to bring a claim in the courts of your own country of residence under applicable consumer-protection law, regardless of any other option pursued.
Our Position on Binding Arbitration
We do not require binding arbitration as a mandatory condition of purchasing from shoplabache.com, and nothing in our Terms of Service forces you to give up your right to bring a claim in court, including small claims court, in favor of arbitration.
- You are always free to pursue a dispute through the small claims court or ordinary civil court applicable to your location, as described in Section 6.
- If, after our internal process in Section 5, both La Bâché and you separately agree in writing to resolve a specific dispute through arbitration instead of court proceedings, that arbitration would be conducted under the Consumer Arbitration Rules of the American Arbitration Association (AAA), with each party bearing its own costs unless the AAA's rules or applicable law provide otherwise.
- We will never treat your continued use of the site, or your purchase of a product, as automatic agreement to arbitrate a dispute you have not separately consented to in writing.
In short: arbitration is optional, not mandatory. Court remains available to you at every stage, and arbitration is only ever used if both sides agree to it for that specific dispute.
Governing Law & Your Local Protections
This page, and the process it describes, is governed by the laws of the Commonwealth of Pennsylvania and applicable United States federal law, without regard to conflict-of-law principles, except where mandatory consumer-protection law in your own country or state gives you additional or different rights.
Where you are a consumer resident in the European Union, the European Economic Area, the United Kingdom, or Japan, nothing in this page removes any mandatory consumer-protection right available to you under the law of your own country of residence, including your right to bring proceedings in the courts of that country.
Changes to This Policy
As applicable consumer-protection frameworks in the United States, Japan, and Europe continue to evolve, we may update this Dispute Resolution page from time to time — including to keep our list of alternative resolution bodies current and to remove any mechanism that is no longer active. When we make a material change, we will update the "Last Updated" date at the top of this page.
The version of this page in effect on the date your dispute is first raised governs that dispute. We encourage you to review this page periodically.
Start a Conversation With Us First
Whatever the concern, the fastest and most personal path to a resolution is talking to us directly. We read and respond to every message ourselves — typically within 2 business days.
Reach us by phone or email, through live chat on the site, or by writing to our Philadelphia office. We're also glad to hear from wholesale partners and press through the same channels.
This Dispute Resolution page forms part of, and should be read alongside, our Privacy Policy, Terms of Service, Refund Policy, Shipping Policy, and Legal Notice. © 2026 La Bâché LC Bryant LLC. All rights reserved.