P.Louise use Amazon delivery as their their 3rd party shipping company. Unlike regular Amazon orders, they do not employ photographic evidence from the delivery driver that a package has been delivered (regular Amazon parcel delivery does). When my P.Louise palette order didn't arrive to me in the U.S. I contacted them for a replacement or refund. I also requested a copy of the photo evidence to show the package was actually delivered to the mail room of my building. After a bit of back and forth over email, all they could confirm was a basic digital docket that said "delivered" (no photo). I let them know this was incorrect, nothing was delivered and that my building's mail room manager did not receive it either (we checked thoroughly together and waited a week to see if it was a false delivery and if it might arrive later. Nothing did). Here's where things got bad:Before replacing or refunding my item, P.Louise wanted me to make a sworn and legal declaration over email (that threatens that I would be prosecuted if I'm found not to have been honest ). They did not supply any formal policy documentation or provide any definition of what they deem "honest" was. This would give them legal claim to interpret my "honesty" without rigor.I was VERY uncomfortable with making such a declaration over email. I believe it seems absolutely ridiculous to agree to such a threat that could be misinterpreted, when I noted to them in my emails that I was truly being honest. As I reiterated to P.Louise, why the heck would I bother over a small order if I wasn't being truthful?!! I worked hard for that money, and I have nothing to show for my purchase. P.louise refused this, and kept saying that I had to make that declaration over email before they could help. We just went around in circles at that point. I noted to them again that I wasn't comfortable with their declaration. Where things are at:I feel this type of threatening approach with customers looking to get help from a business like P.Louise (the declaration) is extremely disingenuous. After researching further online, they have a terrible reputation outside of the U.K. This is probably why international beauty influencers steer clear of discussing or repping the brand online. My warning to you:Unless you're prepared to have them loose your package, and you're okay with signing a threatening declaration on your honesty, do not support this company. This is pasted quote from the email oath/declaration they wanted me to agree: "I understand that by making a false statement could lead to prosecution.I understand my details may be passed to our fraud prevention team for further investigation."
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