I have ordered multiple times and have never had an issue receiving my packagesI emailed about a cap that I thought was defective and customer service emailed right away giving me options on fixing the situationI love Kylie Cosmetics and have told my friends to order and they have and had no issues
Hello,
The customer was emailed today 7/16, and asked "
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">We are sorry to hear that you are having an issue with our productPlease provide photos reflecting the issue you are having and please provide the order number, and we will get back to you with a resolution." We do require photos the reflect the issue the customer is describing to authenticate their claim
I bought the candy kit "after it was fixed" from getting a F ratingThere are two huge problems especially for a make up artistOne is her penicil breaks after the first sharpenYou loose a good chunk of the pencil (the kit after takes and shipping is over $40) so I would think the quality is betterSecond you can't reapply otherwise you have a caked feeling left on your lips which does come offThese two problems alone makes me not want to buy again and that's a shame cuz I love her colorsAlso the price, this should give you better quality product
Hello,
As advised in our email chain their is no email included in the existing chain that states this informationAs there is no email from the customer stating this information that is why we included the entire email chain
Hello,
Per our policy we only issue replacements for damaged product we do not issue refundsIf you are having issues with products we will provide replacements, please see our
return policy attachedThe customer was advised via email today 7/7, "
rgb(43, 43, 43)Helvetica Neue", Helvetica, Arial, sans-serif; background-">Please return the damaged product using the return label attached, and ensure to include your full name, email
address, and order number Once we receive the product back, we will issue a new replacement package to you."
Hello,
The customer emailed on 7/(all emails) and we responded to her email today 7/7, and per our website our response time is 24-hours. We responded within our response
" line-height: 1em;">time listed on our site, please see attachedWe responded to the customer advising that USPS tracking might be incorrect and to get back to us in a few days if she has not
received her package
Hello,
The customer was advised that we need a photo of what she is speaking about with KymajestyWe do need a photo to authenticate the customers claim, and also to issue a replacementOnce we receive the photo and it is authentic to the customers' claim of being 3/of the
way full we will issue a replacement at no cost to the customer
I have ordered twice from Kylie Cosmetics and both times my products were shipped on time and received within days of orderingThe website gave me accurate information on the shipping as well
Hello,
The customers’ argument is on the shade of the lipstick compared to our sitePlease note that our site is a computer generated graphic against a bright white background
Even though the customer did not use a bright white background from the photo the bottle does match the photo on the site, and I have attached a photo of our site’s Candy
K and the photo from the customerThe main point of this is to verify that the customer received the correct shade, and based on her swatch the customer received Candy
KCustomer service is available to advise on any shades, and also swatches of the colors are available to view on Kylie Cosmetics InstaGram accountIn, addition we did
make the advisement that,” Lip colors will show differently depending on skin tone and lip pigmentation.”
Hello,
Thank you for taking the time to provide this feedback, we take our customers' issues very seriouslyThese
issues will be addressed appropriatelyWe can assure you that we will be lending a sympathetic ear to our customers', and we will ensure that when issues arise the email will convey an apologetic tone
Hello,
The customer was advised via email today 7/6:
Please return the
"line-height: 1emHelvetica Neue", Helvetica, Arial, sans-serif">Candy and Posie using the return label attached, and ensure to include your full name, email address, and order number Once we receive the product back, we will issue
a new replacement package to youFor the Reign that were in your order we are upholding our policy and we are not able to make an changes to the orderWe do apologize for any inconvenience this may cause. For the items that were not filled all the way we do need photos that reflect product not being filled all the way. Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy
Hello,
We responded to the customer with the statement, "Because of the thicker consistency, this product can
appear to move within the vial; please note that this is completely
and is not a defect or an indication of missing product." Our products are filled to net weight before leaving our facilityWe will abide by the customers request and issue
a replacementThe customer was advised via email today,"Please return the product using the return label attached, please include a note inside of your package including your name,
address, and order number. Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order!"
I had an issue with one of my matte lipsticks not being the shade as picturedI asked to exchange the product with no feeI was told the shade looks different on different skin tonesIt was depicted as pink with brown tones and I received an awful, deep brown colorThey were not willing to work with me, give me a credit, or a discountThis is not how I thought Kylie would choose to run her businessAlthough I am very happy with my two other shades and love how they are as pictured!
I ordered the lip gloss trio and received all brushes frayedI did not think it was that big of a deal so I didn't pursue receiving new brushes
Lo and behold I receive a package in the mail a few weeks later with an entirely new set of lip glosses with all new applicatorsI didn't expect to receive anything- let alone entire lip glosses
I thought they were just sending new brushes out to people who complainedI was very very pleased
Hello,
I don't show this order was placed under kylie cosmetics as our order numbers start with K, and our customer service email address is
href="mailto:[email protected]" " margin: 0px background-">[email protected],
and this is listed on our FAQ page see attached
Hello,
On 9/the customer was advised, “Unfortunately, per our policy we do not issue refunds, we only issue replacement packagesWe can send it to an alternative
address, please provide the full address.” I noticed the customer had requested a charge back, (please see attached) and it is currently openAs the charge back is open
and the credit card company is deciding who is going to win the charge back we cannot take any action until we know the results of the charge back
Hello,
On 7/the customer emailed in advising, "I've
noticed you removed the second charge but I didn't get the money backPlease do so with all kindness whenever you can,
thank you." When charges are failed/declined, they will remove from your account within 7-business days depending on your bankAs we did not actually receive the funds, there is no
option for us to issue a refundOnce your bank has verified the charges have failed, they will remove the charge from your account entirely and the funds will go back into your account, a
refund will not be seenPlease contact your bank for further questions
I ordered two lipkits Posie K and Kourt K When I received my order I received koko k only ! So I received one wrong lipkit color and I did not receive Kourt K I did not order koko k and had no intention on keeping it because the color seemed a bit light for my skin toneI emailed customer service for Kylie cosmetics and they responded hours later and asked for me to submit photos of my kit I did and then they responded they would mail out posie k Um okay what about kourt k ? I emailed once again and again asked for photos even though I already had submitted them the first time ? I got tired of the back and fourth things it was already a month later so I just kept what they had sent me just to not deal with it Very disappointed
Hello,
This policy including all of our policy's is listed on our FAQ page, see attached, and is available to view prior to orderingIf there are any questions on our policies the customer is also able to email our customer service to ask for clarificationWe will be upholding our policy and we will not be replacing the items
I've been trying to get ahold of someone to help me with my order that was never received to the usps.I have left numerous emails regarding my issue and no one helping or responding back to meThey never sent my package to the USPSEmails are not workingThey have no number for me to callI'm getting the run aroundI spend dollars on my order that was never sentI am very disappointed I just want help regarding my issue
I have ordered multiple times and have never had an issue receiving my packagesI emailed about a cap that I thought was defective and customer service emailed right away giving me options on fixing the situationI love Kylie Cosmetics and have told my friends to order and they have and had no issues
Hello,
The customer was emailed today 7/16, and asked "
"Helvetica Neue", Helvetica, Arial, sans-serif; background-">We are sorry to hear that you are having an issue with our productPlease provide photos reflecting the issue you are having and please provide the order number, and we will get back to you with a resolution." We do require photos the reflect the issue the customer is describing to authenticate their claim
I bought the candy kit "after it was fixed" from getting a F ratingThere are two huge problems especially for a make up artistOne is her penicil breaks after the first sharpenYou loose a good chunk of the pencil (the kit after takes and shipping is over $40) so I would think the quality is betterSecond you can't reapply otherwise you have a caked feeling left on your lips which does come offThese two problems alone makes me not want to buy again and that's a shame cuz I love her colorsAlso the price, this should give you better quality product
Hello,
As advised in our email chain their is no email included in the existing chain that states this informationAs there is no email from the customer stating this information that is why we included the entire email chain
Hello,
Per our policy we only issue replacements for damaged product we do not issue refundsIf you are having issues with products we will provide replacements, please see our
return policy attachedThe customer was advised via email today 7/7, "
rgb(43, 43, 43)Helvetica Neue", Helvetica, Arial, sans-serif; background-">Please return the damaged product using the return label attached, and ensure to include your full name, email
address, and order number Once we receive the product back, we will issue a new replacement package to you."
Hello,
The customer emailed on 7/(all emails) and we responded to her email today 7/7, and per our website our response time is 24-hours. We responded within our response
" line-height: 1em;">time listed on our site, please see attachedWe responded to the customer advising that USPS tracking might be incorrect and to get back to us in a few days if she has not
received her package
Hello,
The customer was advised that we need a photo of what she is speaking about with KymajestyWe do need a photo to authenticate the customers claim, and also to issue a replacementOnce we receive the photo and it is authentic to the customers' claim of being 3/of the
way full we will issue a replacement at no cost to the customer
I have ordered twice from Kylie Cosmetics and both times my products were shipped on time and received within days of orderingThe website gave me accurate information on the shipping as well
Hello,
The customers’ argument is on the shade of the lipstick compared to our sitePlease note that our site is a computer generated graphic against a bright white background
Even though the customer did not use a bright white background from the photo the bottle does match the photo on the site, and I have attached a photo of our site’s Candy
K and the photo from the customerThe main point of this is to verify that the customer received the correct shade, and based on her swatch the customer received Candy
KCustomer service is available to advise on any shades, and also swatches of the colors are available to view on Kylie Cosmetics InstaGram accountIn, addition we did
make the advisement that,” Lip colors will show differently depending on skin tone and lip pigmentation.”
Hello,
Thank you for taking the time to provide this feedback, we take our customers' issues very seriouslyThese
issues will be addressed appropriatelyWe can assure you that we will be lending a sympathetic ear to our customers', and we will ensure that when issues arise the email will convey an apologetic tone
Hello,
The customer was advised via email today 7/6:
Please return the
"line-height: 1emHelvetica Neue", Helvetica, Arial, sans-serif">Candy and Posie using the return label attached, and ensure to include your full name, email address, and order number Once we receive the product back, we will issue
a new replacement package to youFor the Reign that were in your order we are upholding our policy and we are not able to make an changes to the orderWe do apologize for any inconvenience this may cause. For the items that were not filled all the way we do need photos that reflect product not being filled all the way. Please see these terms specified on our website:http://kyliecosmetics.com/pages/refund-policy
Hello,
We responded to the customer with the statement, "Because of the thicker consistency, this product can
appear to move within the vial; please note that this is completely
and is not a defect or an indication of missing product." Our products are filled to net weight before leaving our facilityWe will abide by the customers request and issue
a replacementThe customer was advised via email today,"Please return the product using the return label attached, please include a note inside of your package including your name,
address, and order number. Once we receive the product back, we will issue a one-time courtesy replacement package to you; we will contact you once we receive your order!"
I had an issue with one of my matte lipsticks not being the shade as picturedI asked to exchange the product with no feeI was told the shade looks different on different skin tonesIt was depicted as pink with brown tones and I received an awful, deep brown colorThey were not willing to work with me, give me a credit, or a discountThis is not how I thought Kylie would choose to run her businessAlthough I am very happy with my two other shades and love how they are as pictured!
I ordered the lip gloss trio and received all brushes frayedI did not think it was that big of a deal so I didn't pursue receiving new brushes
Lo and behold I receive a package in the mail a few weeks later with an entirely new set of lip glosses with all new applicatorsI didn't expect to receive anything- let alone entire lip glosses
I thought they were just sending new brushes out to people who complainedI was very very pleased
Hello,
I don't show this order was placed under kylie cosmetics as our order numbers start with K, and our customer service email address is
href="mailto:[email protected]" " margin: 0px background-">[email protected],
and this is listed on our FAQ page see attached
Hello,
On 9/the customer was advised, “Unfortunately, per our policy we do not issue refunds, we only issue replacement packagesWe can send it to an alternative
address, please provide the full address.” I noticed the customer had requested a charge back, (please see attached) and it is currently openAs the charge back is open
and the credit card company is deciding who is going to win the charge back we cannot take any action until we know the results of the charge back
Hello,
On 7/the customer emailed in advising, "I've
noticed you removed the second charge but I didn't get the money backPlease do so with all kindness whenever you can,
thank you." When charges are failed/declined, they will remove from your account within 7-business days depending on your bankAs we did not actually receive the funds, there is no
option for us to issue a refundOnce your bank has verified the charges have failed, they will remove the charge from your account entirely and the funds will go back into your account, a
refund will not be seenPlease contact your bank for further questions
I ordered two lipkits Posie K and Kourt K When I received my order I received koko k only ! So I received one wrong lipkit color and I did not receive Kourt K I did not order koko k and had no intention on keeping it because the color seemed a bit light for my skin toneI emailed customer service for Kylie cosmetics and they responded hours later and asked for me to submit photos of my kit I did and then they responded they would mail out posie k Um okay what about kourt k ? I emailed once again and again asked for photos even though I already had submitted them the first time ? I got tired of the back and fourth things it was already a month later so I just kept what they had sent me just to not deal with it Very disappointed
Hello,
This policy including all of our policy's is listed on our FAQ page, see attached, and is available to view prior to orderingIf there are any questions on our policies the customer is also able to email our customer service to ask for clarificationWe will be upholding our policy and we will not be replacing the items
I've been trying to get ahold of someone to help me with my order that was never received to the usps.I have left numerous emails regarding my issue and no one helping or responding back to meThey never sent my package to the USPSEmails are not workingThey have no number for me to callI'm getting the run aroundI spend dollars on my order that was never sentI am very disappointed I just want help regarding my issue