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Post in Customer Support
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Makeup by Mario stick won’t twist

My new soft sculpt stick won’t twist up or down

#makeupbymario 

#softsculptstick 

 

Re: Makeup by Mario stick won’t twist

I know this is very frustrating

  I never was able to use it.. 

  is there a way for it to work? 

Re: Makeup by Mario stick won’t twist

Mine has the same issue. I went to kohls Sephora to exchange and said they were not able to exchange because it’s too old. While checking other sticks at the store, several of them had the same issue. Could I get an exchange or a refund? 

#makeupbymario

#softsculptstick

Re: Makeup by Mario stick won’t twist

Hi @Mascara63 I'm so sorry about that! Our Sephora stores are only able to process returns/exchanges within our return/exchange policy timeframe.

Re: Makeup by Mario stick won’t twist

Mine did this too. Bought it a while ago but I’ve only used it a few times. Sephora said there’s nothing they can do. Such a waste. 

Re: Makeup by Mario stick won’t twist

I’m also having an issue with my contour stick not twisting up and down and haven’t had it for long. Could someone assist.

Re: Makeup by Mario stick won’t twist

@raychellmitch I will send you a PM.

Re: Makeup by Mario stick won’t twist

Hey I am having the same issue -- @LaurieBT any chance you can issue a refund? I recently purchased the product, thank you!

Re: Makeup by Mario stick won’t twist

Hi @vebari I see that your item was purchased in store and I recommend reaching out to your local Sephora store for information regarding a return or exchange. Thanks!

Re: Makeup by Mario stick won’t twist

Just got my Make up By Mario contour stick and it does not twist up or down either 😞 I was really excited to finally use it 😕

#makeupbymario

#softsculptstick

 

Re: Makeup by Mario stick won’t twist

Same thing happened to me. Because it was past the return policy date, they told me they couldn't do anything about it, but it's clearly a product defect. 

 

Can someone help?

Re: Makeup by Mario stick won’t twist

Hi @MillerGirl4,

 

My apologies, I'll send you a message shortly.

 

Best,

Laurie 

Re: Makeup by Mario stick won’t twist

Hi @JenniMejia,

 

I'm sorry to hear this and I'll send you a message shortly.

 

Best regards,

Laurie 

Re: Makeup by Mario stick won’t twist

Hi @LaurieBT ! I'm having the same sadly! Could you let me know what to do? Thank you!

Re: Makeup by Mario stick won’t twist

HI @iryna95 I'll send you a PM to further assist!

Re: Makeup by Mario stick won’t twist

Hi @LaurieBT 

 

I’m also having an issue with my contour stick Could you assist me, please? 

Thanks!

Re: Makeup by Mario stick won’t twist

Hi @Andreacanog,

 

I'll send you a message for more information!

 

Best,

Laurie 

Re: Makeup by Mario stick won’t twist

I'm also having this same problem. It will no longer twist up or down.

Re: Makeup by Mario stick won’t twist

Hi @JojoQuin,

 

My apologies! I'll send you a message.

 

Best,

Laurie

Re: Makeup by Mario stick won’t twist

hey!!! im pretty sure i’ve found the solution!! i have a video posted to my tiktok (user: julianeedsbandaids) that you can go watch if the instructions here don’t make sense:

  1. remove the cap from both ends of the bronzing stick
  2. remove the brush by twisting then pulling while keeping a grip on the black section of the compact (don’t worry it easily goes back on)
  3. pull the top white part (where the contour is) and the bottom black part (where the brush attatches) in opposite directions while twisting the product upwards

tada!!! i really hope this works for other people and wasn’t just a fluke on my part. after you use this solution it should twist as normal. i hope this helps someone!!

Re: Makeup by Mario stick won’t twist

I tried this. I had to use the end of a makeup brush to make the product go up.  I could then twist it down.  I still couldn’t get it to twist up.  But this was helpful because now I can at least get it up by pushing the black end. 

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