NARS Cosmetics

I purchased a lipstick on Nov 17th as Christmas gift. I got the wrong shade and when I chatted to return it on Dec 26th was told about 30 day policy. I asked if there could be an exception since it was for Christmas and opened a day ago. She checked with someone and said they approved a 2 week extension. They would send instructions in an email within 24 hours. When that didn't arrive, I chatted again and was told I'm my notes that a supervisor declined the request. 30 day policy for holiday shopping is unrealistic. Don't bother with Black Friday shopping from NARS! And don't expect honest interactions. Very disappointed.

I received what appeared to be a used and/or tampered with eyeshadow palette. I went ahead and emailed customer service within an hour of receiving my order and included a picture... They said No problem, just send it back and attach the included prepaid return label on the item. I was totally satisfied with the ease of this and wasn't even that upset about receiving my makeup like that in the first place. Well it's been a month now and there is no refund AND they have no record of a return. Zero. Without tracking it's my word against theirs. I suppose I am partially at fault for the fact that I didn't write down the tracking return number but I mistakenly just assumed that they would have record of the tracking number they provided since it was a prepaid label. I didn't realize there was no record of that. Soooo, it appears that I'm out almost 50 bucks and I don't think I'm ever getting it back all because I was sent a USED product. I have never returned a single item there prior to this so it's not as if I'm a problem customer and they're regulating. Photo shows condition of item received. I've spent a LOT of money on their products since I was in my early 20s and this is how I'm treated as a loyal customer. Never again