Receiving a new order should be exciting, but we understand how frustrating it can be when a product arrives damaged. At Meroda Cosmetics, we are committed to ensuring your satisfaction, and we’re here to make things right.
What to Do If You Receive a Damaged Item
Step 1: Contact Us Immediately
If your order appears damaged in transit or the carton looks tampered with, report the issue to us immediately. To initiate a successful investigation with our shipping center or partners, you must notify us within 7 days of receipt.
In addition to reporting the issue, please gather the order number and the email address used for the purchase to help expedite the process.
Use our chat feature to let us know in detail what happened.
Send pictures showing the damage.
A member of our customer support team will review your request and respond within 48 hours.- When reporting damage, including the specific product name or code (e.g., Mini Changing Foundation or Velvet Dream Lipstick in Pink Peony) can help expedite the resolution process.
Be sure to include your order number and the email address used to place the order when contacting support.
Step 2: Provide Clear Photos
To help us assess the issue, take clear photos from multiple angles, including:
The damaged product
The shipping box (inside and outside)
The shipping label
We photograph every order before sealing the package, so these images help us compare and verify any damage for a faster resolution.
Step 3: Resolution Options Once we review your case, we will determine the best solution for your issue. If applicable, you can request a replacement, where a new order will be processed and shipped to your address after the issue verification. Alternatively, you may choose a refund, which will be initiated to your original payment method upon review. Refunds usually take a few business days to appear in your account, depending on your payment provider.
Your satisfaction is our priority, and we appreciate your cooperation in helping us resolve the issue efficiently. Let us know as soon as possible so we can make it right!
Why Your Feedback Matters
✔️ Quality Assurance – Helps us identify any production or shipping issues.
✔️ Continuous Improvement – Allows us to refine packaging and logistics.
✔️ Customer Satisfaction – Ensures that you receive a product that meets our standards.
Additional Notes on Special Cases
Gift Box Issue: If you believe the gift box you paid for is missing, please note that the large box used for delivering your order serves as the gift box selected at checkout. If you have further concerns, you may request a refund, which will be processed accordingly.
We want to restore your confidence in our brand and ensure your next experience with Meroda Cosmetics is nothing short of perfect. If you ever need assistance, our customer service team is ready to help. Thank you for your patience and for choosing Meroda Cosmetics—we appreciate you!
💬 Start a Live Chat with Us
Need help? We're here for you!
To start a live chat with our support team, simply click the chat icon in the bottom-right corner of your screen
Our team is ready to assist you in real time. Whether you have a question about an order, a product, or a return—we’ve got you covered!