Hello. In order to give you the best service possible, if you believe an item is missing from your order, please do the following the day you open it:
- Open all of your packing/stuffing/paper. We roll many fragile items inside of brown paper for safety during travels.
- NOTIFY US IMMEDIATELY. Do not wait more than 3 days to send us notice of a problem.
- Take a photo of your Invoice.
- Take a photo of the products you received from us.
- Notate any damages to packaging and take a photo if the package looks tampered with.
- FREE SAMPLES CANNOT BE REPLACED
This will allow us to research your order properly.
- *Remember that samples will be in either a zip lock baggie or they could be in a larger box such as a Peel Kit box.
- Luminosity will always be in a ziplock baggie with the Gauze that we give as a free sample for your peels. It may be in there with your free sample.
About Free Sample Request with purchase
All Platinum customers can choose 1 free sample during checkout process. We want you to be able to try all of our products. You may choose one item from the drop down menu. It will be sent to you in your order inside of a clear ziplock baggie. If you do not choose, we will put in one based on the items in your order - because we are AWESOME like that!
Will I always get my sample?
There are a couple of occasions where you might not get a sample.
1. We are out of that one. This does happen. We try to put an alternate sample in your order if at all possible.
2. We may have missed it. We apologize, but we are only human and on a very rare occasion a sample may be missed. We do sincerely regret when this happens - but we can NOT send a replacement one to you. This is cost prohibitive for us with today's shipping fees.
3. Damaged samples are rare, but can not be replaced.
4. Don't "toss the baby with the bathwater". Please be careful to not toss your box without removing - and unwrapping - all of the packing. Samples are always in a ziplock baggie. They can also be put inside of a zipper bag if you purchased an Eye or Lip Peel Kit for safety.