Received a damaged product

[Anonymous]

I received a damaged kiehl’s mask today. I didn’t realize until I want to use it. I threw the recipes and only have the e-receipt on my app. The lid is broken badly. It can’t cover the mask if I open it which can not keep the mask fresh. Can I just bring it to the store to change a new one or I should follow the return rule? Thank you.

[ZakiyaBT]

Hi @Anonymous,

I am sorry to see that your item arrived in this condition. If you have not been assisted with this already, please feel free to send me a PM. 

Best,
Zakiya

[kenzbbyxo]

You’re always allowed to return stuff! There is no “return rule”.. none that I’m aware of. Makeup is tricky to buy and so if anything... makeup from stores like Sephora and Ulta are actually places with bomb return policies. And actually... the e-receipt is just like a regular receipt. They have all the order info because of your Sephora account. So that’s totally fine.. you can bring it in store I’m sure... but customer service is usually more helpful since it’s their job to deal with more of the back end ISSUES like you’ve experienced. They aren’t available now as it is 1AM.. but call tomorrow morning!! They can forsure send you a replacement!! To reach Sephora’s Customer Service team... either by email or phone (I prefer calling so you can speak to someone in real time and can resolve your issue much faster) you can go to Sephora.com, scroll *all* the way down to the bottom... click the drop down list saying “HELP & FAQs”, then click “Contact Us”.... it will take you to another page.... where you can find their phone number and a way to send an email as well. I can also provide the number for you myself if you are located in the United States or Canada. It’s: 1(877) 737-4672

[Anonymous]

Thank you so much!