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Post in Customer Support

Online order arrived opened and damaged

I always get my TO products from Sephora and I ordered The Ordinary Niacinamide 10% + Zinc 1% Oil Control Serum  and The Ordinary Lactic Acid 5% + HA 1 oz/ 30 mL , which arrived today. I was happy that it arrived earlier than expected and excited to try the lactic acid since I’ve heard so many good reviews from my friend but I’m bummed that it came damaged. The box of the lactic acid was wet and ripping in some areas, and the bottle itself was unscrewed open with the contents leaking out. Usually TO products are filled to the top but this one looked almost half empty with air bubbles filling rest of the space so it’s been empty since it was in the delivery truck. Since it came in the rain I can’t tell if all the contents that leaked out was by accident or if it was tampered with, and especially with the pandemic I do not want to use an tampered product on my face. The other product looked fine and seems to be undamaged. Is it possible to get a replacement? I’ve ordered online from Sephora before and this is the first time I ran into a problem like this. 5B544D44-76AB-431C-A15D-DC524D3DB79C.jpegB49A24D3-F9BC-414D-AC27-6B020B0B941C.jpeg950499C2-6712-4B96-91B9-AA74F787B695.jpeg  

Re: Online order arrived opened and damaged

Hi @katelynmk,


Sorry to see that! I'm sending you a PM.



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