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I previously did a post about my Zoya order when they had their Facebook promotion where you were able to get three nail polishes free and all you had to pay was shipping and handling. Basically, one of the polishes that I ordered, Zoya Crystal, arrived broken! I`ll link the post here if you want to see it: http://t.luuux.com/SHSA?url=http%3A%2F%2Fwww.luuux.com%2Fnode%2F2807114%3Ftid%3D%7Btransaction_id%7D%26aff_id%3D%7Baffiliate_id%7D
I took all of your advice and decided to contact a Zoya representative and see if they would be able to replace Crystal. I emailed someone about my problem, but no one responded back to me. I didn`t want to call customer service in fear that they wouldn`t get what I was trying to explain to them. So finally, I decided to do an online chat with a customer service representative and through that, I was able to replace Crystal at no cost to me!
I chatted with a lady from Zoya and explained to her that one of the polishes from my order arrived broken at the neck of the bottle and spilled all over. I asked her if there was any way that I could get it replaced and she told me that she does not directly mail out replacements. There is another department that is in charge of that, but what she could do is send out an authorization to have it replaced. So, what she told me to do was to send her an email, which she gave to me, and attach pictures of the broken nail polish bottle as proof so that she could authorize a replacement order to be sent out. In the email, she told me to include my order number in which the Crystal polish arrived in and include the polish name/product code of the polish that I wish to replace.
And that was that! My Zoya Crystal was replaced to me at no extra cost! For those of you who experience similar problems, I suggest you online chat with a representative instead of calling them or even sending an email out to them. Online chatting with them is much more convenient and it gets the job done! I believe their hours of availability to online chat are Monday through Friday, 9AM - 4 PM.