Broken Item Return (International Order)

[natalie1026]

I got my international package and 1 of the products is broken, so I sent mail to the customer service for refund. The customer service asked me to return the product so that they can issue the refund.

1. I paid for $15 DHL fee for international order which is directly sent from Sephora to my Japanese address.

2. The packaging is lousy; no bubble wraps; products are small but box is too big, so it's not surprising the product would be damaged somehow.

3. The customer service asked me to pay the international shipping fee MYSELF to return it to the US.

How is it reasonable?! I just want my refund... and I don't feel fair that I have to pay another international shipping fee for a broken item...

[LaurieBT]

Hi @natalie1026,

I am sorry to hear this! I'll take a look in more detail and I'll send you a message.

Best,

Laurie