Exchange: Discount Involved

[maggiher]

I had purchased some foundations online during the VIB sale and they are too light and would like to exchange them online for different shades however customer service chat says I cannot exchange through mail, discounts are surrendered after items are returned and they could only be returned not exchanged. Also they cannot honor the discount considering it’s the wrong shade and purchase made via online. Please confirm this as I’ve done this before. I just wanted my account noted before sending the items back so I could get the same discount applied. 

[LaurieBT]

HI @maggiher,

My apologies, we are unable to process exchanges by mail, however items can be exchanged in-store. Additionally please note that the promotional prices of items would only be valid within the promotion dates.

Warm regards,

Laurie

[maggiher]

Thank you for your reply! So what do you suggest I do in this situation, I don’t live near a Sephora? That means if I return them I’ll have to purchase different shades and pay full price just for ordering from online? Like I said customer service has honored the discount before when I had to mail them back for different shades. When did the policy change?