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Post in Customer Support

Recieved a broken palette

I was really excited to get the new Smashbox Ablaze palette, but since it's online only, I ordered it over for once. I paid for 3 day shipping, but when it finally arrived, the palette had Dark Horse and Torch both completely shattered. The powders got into the other shadows too so the whole thing's a makeup tragedy. I also got a Lancome card with foundation samples, and I'm not sure how, but I guess it exploded and the foundation got all over the card and on some of my other items. I'm really disappointed because I was really looking forward to testing Ablaze out. If someone could help me sort this out it would be very much appreciated. Thanks in advance ❤️

Re: Recieved a broken palette

Hi @eileenblue,


Sorry to hear about this! I can see that you have been assisted already. Feel free to send me a private message if you need further assistance with anything. Thank you!




Re: Recieved a broken palette

I'm so sorry this happened to you. Sephora's customer service is generally amazing! If you want a quick resolution, you can call them and let them know your situation. You can also contact them throughout Facebook message and send them a picture with your order number and account email. They typically respond within 12 hours. 


The mods here are very helpful as well so I'm sure one of them will contact you soon in regards to this matter. 

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