Makeup by Mario stick won’t twist

[DMAMorgan]

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

#makeupbymario 

#softsculptstick 

[DaneeBT]

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!

[JenniMejia]

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

[MillerGirl4]

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?

[LaurieBT]

Hi @MillerGirl4,

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

Best,

Laurie 

[LaurieBT]

Hi @JenniMejia,

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

Best regards,

Laurie 

[iryna95]

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

[DaneeBT]

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

[Andreacanog]

Hi @LaurieBT 

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

Thanks!

[LaurieBT]

Hi @Andreacanog,

I'll send you a message for more information!

Best,

Laurie 

[Neenz88]

@LaurieBT 

I am also having the same problem. This is the second stick this has happened to. Please help. 

- Nina

[keelybt]

@Neenz88 I'm sorry to hear that! I will send you a PM. 

[JojoQuin]

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

[LaurieBT]

Hi @JojoQuin,

My apologies! I'll send you a message.

Best,

Laurie

[juliaboboolia]

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!!

[DMAMorgan]

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. 

[LaurieBT]

Hi @DMAMorgan,

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

Best regards,

Laurie 

[lanashuster]

Hi, I am having the same issue, can you please assist

[keelybt]

@lanashuster I will send you a PM.

[aem2323]

Hello, I am having the same issue with my product not twisting up.

[DaneeBT]

Hi @aem2323 sorry to hear about this. I'll take a look at your account then send you a PM.

[GabiPadilla18]

Hi, I have the same issue, can you help me?