ColourPop Cosmetics, LLC

The customer did reach out to us, she filed a missing package claim as requested and did provide us with a claim number from USPSA replacement package was shipped on 7/and delivered on 7/21, href="https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=[redacted] [redacted] " target="_blank" [redacted] [redacted] Thank you

The customer contacted is in regards to 5749222, which had been delivered but not received by the customerShe filed a missing package claim with USPS and provided us with the claim number, a replacement package was issued and delivered on 7/21 94***55***Thank you

Hello,The customer contacted us on December 11th to inquire about the delivery status of her order According to tracking information from USPS, it was determined that her shipment may have been lost in transit, and she was offered a one time courtesy replacement for the orderThe customer
accepted the replacement, and the replacement was issued on January 8thThe replacement order, Rwas shipped on January 9th, and is currently in transit to the destinationUSPS tracking number: LX***USThe customer was also informed that items from her original shipment were now discontinued and could not be replaced due to lack of inventoryShe was offered a coupon code for the value of products, and later a refund for the itemsThe customer was refunded for the discontinued items on January 11th, and advised that the refund will post to her account within 7-business daysAs the customer was issued a replacement for the original order, and a refund for the discontinued items, this inquiry has been resolved

Hello,The customer reached out to our team on October 13th regarding an additional $that her order incurred in customs feesThe customer also informed our team that she was charged for shipping on her order by her customs office, even though international orders placed on our site that are
greater than $qualify for free shippingThe shipping fee that the customer is inquiring about is a shipping and handling fee enforced by Canadian customs that applies to all dutiable mail shipped to Canada, as per Canada Post: “A handling fee of $9.95CAD per dutiable or taxable mail item is appliedThis fee is in line with the government’s efforts to help recover costs from those who benefit from services, and is similar to arrangements in the United States and other countries.” This information is available through the following link: https://www.canadapost.ca/tools/pg/manual/PGcustoms-e.aspAny fees beyond the $that total to $are customs fees determined by the customer’s customs officeWe have informed the customer that customs and duty fees are not included in ColourPop orders and/or shipping total, and that ColourPop assumes no responsibility for duties incurred on discounted, promotional or give away itemsAll fees must be paid by the parcel recipientThis disclaimer is clearly indicated during checkout, and an image of the disclaimer was provided to the customerThe same image has been attached to our response here

Hello,The customer contacted us on March to inquire about additional customs fees that were incurred on her order upon deliveryShe was advised of our policy regarding customs and duty fees which can be found on our FAQ and is stated as follows: “All international orders are subject to
customs and duty fees as defined by the country of importDuties will be determined by the country of import based off product valueThese fees are not included in ColourPop orders and/or shipping totalColourPop assumes no responsibility for duties incurred on discounted, promotional or give away itemsAll fees must be paid by the parcel recipient.”There was some confusion regarding shipping fees and customs feesWhile the customer was not charged for shipping, as her order qualified for free shipping, customs fees are separate from shipping feesAn order that qualifies for free shipping is not exempt from custom feesIn addition to being notified of the possibility of customs fees during checkout, information on customs fees is available on our FAQ page at all times via the following link: https://support.colourpop.com/hc/en-us/articles/115002259172-Will-my-package-be-...⇄ The customer has confirmed that any pending customs fees were paid, and her package was successfully receivedAs such, we consider this inquiry resolved

I see in our system that a replacement order is processing R4***as of April 3:32pm. I anticipate that it will ship shortly. You should receive an email when shipped

Good afternoon,As ColourPop Cosmetics ships via USPS, domestic packages can take an estimated 3-business days to shipsThese days do not include holidays or weekendsAccording to tracking, the customer's package was shipped 11/18/and experienced a delay in shipment on 11/20/(last tracking
update)As this is the case, the customer was issued a one-time courtesy replacement package on 11/29/as the shipping time frame had exceeded estimated arrival times

Hello, The customer was advised that all products are filled to net weight, unfortunately no replacements will be issued as her product is not defective nor is it missing productAdditionally, our return/refund policy is noted on our FAQ page for our customers' convenienceThank you

The customer did reach out to us, she filed a missing package claim as requested and did provide us with a claim number from USPSA replacement package was shipped on 7/and delivered on 7/21, 94***55*** Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11928080, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867261, and find that this resolution is satisfactory to me
Regards,
K*** ***

Good Evening,
The customer reached out to us in regards to our email discrepancy and was advised as to what the correct tiers wereAn edited mailer with the corrected tiers was emailed to all of our customers, additionally, the correct tiers were listed on the website
throughout the promotion.Unfortunately, we are not able to issue price adjustments for this issue as it would be unfair to all of our other customers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11623799, and find that this resolution is satisfactory to me
Regards,
C*** ***

Good Morning, The customer reached out to us in regards to a missing package for order Our records indicate that her order was successfully delivered: On Time Updated Delivery Day: Thursday, September 15, Signed for By: E *** // POCAHONTAS, AR
// 2:pm Unfortunately, we are unable to issue replacement orders for packages that are signed for; as insurance for this order was purchased for this order, the customer maybe eligible for reimbursement if she files a missing package claim with USPS, this can be done on their website. We apologize for any inconvenience this may cause

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11436324, and find that this
resolution is satisfactory to me, even if they should have said the excessive time frame of over business days since the first moment when they started the promotion on May,1, as quite frankly I wouldn't have placed any order that day, even if discounted.Next time, they have to organize themselves better and before committing to such a worldwide enterprise, they should hire more personnel in order to keep orders shipped within 3/business days as it was originally stated.I'm expecting also other orders placed on May and May 7, and I really hope they don't delay too much as they did with this previous order
Regards,
R** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11623799, and find that this resolution is satisfactory to me
Regards,
C*** ***

Good Evening, The customer reached out to us in regards to our email discrepancy and was advised as to what the correct tiers wereAn edited mailer with the corrected tiers was emailed to all of our customers, additionally, the correct tiers were listed on the website throughout the
promotion.Unfortunately, we are not able to issue price adjustments for this issue as it would be unfair to all of our other customers.

Good Afternoon,
The customer reached out to us in regards to an order that she had recently placed, she noted that she would like to remove an item from her orderWe responded and noted that we could swap items of equal value however, by the time the customer emailed back with
her request, her order had shipped.Unfortunately, this is a very time sensitive issue; we always do our best to respond to customers within 24-hours after each inquiry they sendEach correspondence with the customer in regards to this issue was within a hour time period
Unfortunately, as we do not currently have a return policy, and will not be able to issue a replacement for the customer's duplicate item. Thank you

The customer contacted us in regards to receiving an incorrect order, we requested that she send the incorrect order back and issued her a replacement order, which was shipped on 7/and delivered 8/3 LZ892793416US Thank you

Good afternoon, The customer emailed in to our Customer Service team requesting a refund or exchange for an eye shadow palette that was received emptyUnfortunately, we have a no return, refund, or exchange policy, which is available on our FAQ page: https://colourpop.com/pages/faqsAn image
of our return policy is attached. The customer was offered a replacement package for the item as a customer service courtesyAdditionally, as we are unable to issue a refund or exchange as requested, we have provided the customer with a coupon code towards their next purchaseAn image of this email exchange has also been attached