“One of the refills was broken I sent them a photo with no response also the information is not clear that at the first buy it’s not including a brush if it had been clear I would have ordered 1 refill and a brush”
Hi Deborah,
thank you so much for your feedback and for taking the time to share your experience. We’re really sorry to hear that one of your refills arrived broken. We will replace it for you right away. We had also replied to your message, so please have a quick look in your spam folder in case our email landed there.
Regarding the brush: It is always shown clearly in the product description that the brush is only included if you select one shade together with the brush option. If you choose two refills (two shades), the set comes without the brush. We’re sorry if that wasn’t clear enough for you during checkout.
Thanks again for your honest review and if you have any questions reach out to hi@kessberlin.com.
Kind regards
Kess Berlin <3
Hi Mirre,
thank you so much for your feedback!
If the refill doesn’t click in securely, try keeping the transparent protective caps on while inserting it. Press firmly until you hear a noticeable click. Before putting the cap back on, always twist the blush all the way down to avoid smudging inside the lid.
Don’t worry about applying a bit more pressure—the first insertion may require extra force. Also, try switching the refills to the other side or twisting them open and closed outside the case to rule out any defects.
If you’re still having trouble or you have received a faulty item, feel free to reach out to hi@kessberlin.com, and the team will assist you with a replacement if needed.
Best regards,
Kess Berlin <3
Hallo Pippa,
bedankt dat u de tijd heeft genomen.
Misschien kunt u ons meer vertellen over uw product. U kunt ons bereiken op hallo@kessberlin.de. We helpen u graag!
Met vriendelijke groet,
Kess Berlijn <3
