My order arrived damaged. What do I do?Updated a month ago

We are so sorry to hear that you received an order that was anything less than perfect. Parcel carriers can be extremely rough with packages, so sometimes even the most carefully packaged makeup will be damaged in transit.

If you purchased, Route Shipping Protection to your order, your package was insured from loss, damage, and theft.

• Route has reasonable but strict rules attached to filing claims to qualify for coverage:
• Damaged: Within 15 days of when the package was marked delivered
• Lost (USA): Between 7* and 30 days from the last tracking update
• Lost (International): Between 20* and 30 days from the last tracking update
• Stolen: Between 5* and 15 days of when the package was marked delivered (must file a police report)  

*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered. Read more about Route's policies by clicking here: https://shoppers.help.route.com/hc/en-us/articles/6017831679511-Route-Shipping-Protection-Policies

You can report the issue with Route by going to claims.route.com. You have until 15 days from the date of delivery to file your claim. You should have also received an automated email from Route on the date you placed your order with important information on policies, terms, and how to file claims.

If you did not purchase Route Shipping Protection, please click here to report your order issue to our team for further assistance.