DAMAGES & REFUNDS
ROUTE SHIPPING PROTECTION INSURANCE
As of 4/23/23 Klarity Kosmetics has partnered up with Route Shipping Protection to help us protect both us and the customer in the event of lost, damaged or stolen packages. This option is automatically added to your cart and can be removed at ANYTIME before checking out but, IT IS NOT recommended. If this option is removed, please note that Klarity Kosmetics is no longer responsible in the event, any of the 3 events above occur. If the Route Shipping Protection remains a part of your order, and your package was damaged, please reach out to our customer service with the required information, as noted above, and we can assist you. If your package has been lost, please email us so that we can provide your tracking number to Route Shipping Protection.
I received a damaged product, what do I do?
When we prepare our orders for shipment, we do everything we can to try and avoid potential damages but unfortunately, the postal service can be a bit rough with your packages, no matter how much we bubble wrap and secure it. All damages MUST be reported to us within 72 hours of your shipment showing delivered, so that we can be sure the damage came from the shipping carrier, and we can properly contact them within this time frame. Claims for damaged shipping boxes or damaged boxes where the actual product is not damaged will not be responded too.
Please send us an email to email@example.com with the list of requirements below.
- Name and order number
- A clear photo of the full packing slip and all packing materials that were included in your box.
- Photos of the damage (no videos). Please do not send any up-close pictures of the damaged product where it is hard for us to see. Photo of the damaged photo must be a clear photo and must show the entire product.
DOMESTIC CUSTOMERS: All damages MUST be reported to us within 72 hours of your shipment showing delivered.
If you are in the United States, we will do our best to reship a replacement shade. If a shade comes damaged in one of our pre-assembled palettes, we will reship the damaged shade ONLY in an eyeshadow sleeve. Since our palettes are magnetic, you can pop the damaged shade out and pop the new one in. If we are unable to reship the damaged shade, we will issue a refund for the price of the shadow.
INTERNATIONAL ORDERS: Due to the extreme international shipping cost, at the moment we are unable to reship any damaged products. However, if you selected UPS or DHL shipping during checkout, your order will automatically include insurance on it should any damages occur to your order while in transit. This allows UPS or DHL to refund you the total cost of the product that was damaged while in their care.
If your order was shipped USPS and it arrived damaged, you must notify us within 1 week of your order showing delivered, and we will refund you for the damaged “item”. Example: if you order a palette from us, and for instance one eye shadow is damaged, we will refund the cost of the shadow in the palette. This does not apply if you had your order shipped through a port or third party shipping service.
Klarity Kosmetics is not responsible for damaged/lost and/or stolen packages that were shipped through a third-party shipping agent and/or forwarding service. We ship via USPS and UPS, and when they deliver to a third-party service to transport to you, they are no longer responsible for the shipment, as they can’t be certain the damage occurred directly from them. You would have to contact the forwarding service you used, in order to file a claim.
Refunds for any damages will reflect the cost of the product less any discount code used as well as any shipping charges to send the order to you. You do not need to send the damaged item back to us. This policy does not apply to any products sent via a mail forwarding service (ports).
PLEASE NOTE: NOTIFYING US VIA SOCIAL MEDIA DOES NOT COUNT AS A FORM OF EMAIL. WE ONLY RESPOND TO EMAIL INQUIRIES ABOUT ORDERS.
If you added the wrong address to your order or need to correct something in your address, please contact us immediately so that we can update it. We are not responsible for packages sent out to an incorrect address listed on your order and will be unable to approve a refund in the event this happens.