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Tools and cases warranty
The warranty covers the hardware we mean you to keep, failing under normal use within 1 year of delivery. A claim needs your order and a photo of what failed. Our warranty team reviews each one and sends the replacement.
| Covered | Not covered here |
|---|---|
| A brush that sheds, or a ferrule that comes loose | The makeup itself: that is a return, an arrival problem or a product safety matter |
| The hinge or the spring of the lash curler | Sponges and curler pads: they are meant to be replaced |
| The twist, the click or the magnetic cap of the Velvet Verse case | Damage in transit: that is a shipping matter |
| The hinge or the magnet of the Build-a-Palette | Wear from use: scratches, a swollen paperboard shell, a cracked mirror from a drop |
| The hinge or the magnet of the Soft Focus compact | The pouch of the brush set |
Warranty questions
It was a gift, and the order is not in my name.
The page cannot take that claim, so write to us instead: we gather the whole claim in the conversation, photo included, and hand it to the warranty team.
When does the year start?
On the delivery date.
My claim is just outside the rules.
Write to us. When a claim falls just outside, we can offer a courtesy gesture.
My brush lost two bristles in the first wash.
That is normal for a new brush. Continued shedding under normal use is what the warranty covers.