Smashed makeup from Ebay (pictures)

[Bella444]

I ordered a Tarte eyeshadow palette from eBay. It was a good price but still a "treat" for me to get. Condition and photos described it as new.

It has arrived but one of the eyeshadows is completely smashed. It's over the other colours and messy when I opened it. It was well packed and in a hard shell, so I can only think it was broken before I got it.

AIBU to complain? I was so looking forward to getting it.

Have you contacted the seller ?

Contact the seller and give them a chance to resolve it.

No not yet. It just came.

That's really what I'm asking... should I expect it to turn up in perfect condition or do I strike it off as one of those things??

I know it's a first world problem but I am sad about it as it's the first thing I've treated myself to in months.

You should expect it in perfect condition. Dont complain to ebay, contact the seller and show them this picture and ask for a refund or replacement or whatever you want.

Something to bear in mind when buying make up on eBay is that it could be fake so god knows what ingredients were used anyway. If it was sold as an unwanted gift or whatever then you're probably fine though.

I would contact the seller about the state of it.

You should expect it in perfect condition so I'd ask them to replace it or offer a partial refund. It has likely been damaged during transit. I've broke a few eyeshadows and highlighters by dropping them and even though the packaging/case looks fine the powders smashed inside.

It looks like it's been dropped on the corner during delivery. All the powder is still there so doesn't look shifty in anyway on the sellers part. I would strike it up as just one of those things.

I've mailed to seller through eBay just to say what's happened and see what they suggest.

To be honest, I'd happily send it back for a refund. I'd rather buy a perfect one for more money!

If you set up an account in the tarte website and add it to your basket but then leave it a day or so, the chance of them emailing you with a discount code are quite high in my experience x

Really? Of course YANBU to epxect items to arrive in perfect condition!! Email the seller and ask for a refund and a new one.

Email the seller and ask for a refund and a new one

Um, no it's one or the other, not both.

Gosh, terribly sorry @EatsShootsAndRuns.

My post should have said 'Ask for a refund OR a new one'.

yourself.

Its unlikely to be a genuine product OP and could be full of all sorts. Fake cosmetics
are huge business at the moment. I'd return and order from the official website.

Yes, it might be real but eBay is well known for fake makeup. Not worth the risk - they did a test on one of those tv shows, Watchdog or something (I don’t know what they’re called) and there was a high percentage of fakes containing chemicals that were potentially poisonous (and a weird amount that contained human urine!).

Seller has emailed me back:

Hi,

I am so sorry to see that.

It must happened during the delivery, as it was 100% new before posting, just like the photos.

If it’s ok for you, I can offer you a £3 refund through PayPal.

Apologies again.

Do you think I just ask to send it back and get a refund?

I paid £27 plies £1.50 postage

Was it wrapped in bubble wrap to cushion it from blows during delivery? Or just in a hard case?

So she’s given around the cost of one of the colours as a discount? Just ask if you can send it back for a refund. Don’t be suprised if it absolutely shatters on the way back. Not sure what would happen via PayPal in that case.

@Piglet89 it was bubble wrapped and then inside it's box.

@icelollycraving the colour has already completely shattered.

No, I mean the entire palette.

I would ask for the cost of one of those eyeshadow repair kits as a refund. But I’d feel bad for the seller receiving a now broken item back that they are now stuck with, unless of course it’s someone operating an actual eBay shop with loads of them to shift. If it’s an individual selling an unwanted bday present then I’d be more inclined to go the softly softly route.

I'd happily keep that and just repair the broken one, for a discount as offered. You can see they haven't been used.

I'd say it's damaged and you want to return it for a full refund, personally. If she refuses then raise a dispute. She can claim from the carrier for that damage if she wants to.

@Bella444

Seller has emailed me back:

Hi,

I am so sorry to see that.

It must happened during the delivery, as it was 100% new before posting, just like the photos.

If it’s ok for you, I can offer you a £3 refund through PayPal.

Apologies again.

Do you think I just ask to send it back and get a refund?

It's up to you, if the listing photos showed it fine then it probably did get damaged during postage, even with bubble wrap eyeshadow colours aren't very strong.

If the loss of the colour is worth £3.00 to you then accept the refund, keep the other colours and leave positive feedback saying the seller resolved a problem to your mutual satisfaction.

If it's not worth it to you then say sorry, but you would like to return the whole item for a full refund, including postage.

If she refuses and you still want a full refund you will need to open a dispute and get your money back that way.