8/13 – 8:00PM PST: As you likely know by now, some of you purchasing the Les Do Makeup X LiveGlam collaboration accidentally had more than 1 charge on your account. We can’t apologize enough for any stress and inconvenience this has caused!
The good news is that we were able to process refunds for any additional charges on the accounts of those who had this issue! We worked to do this as quickly as possible to minimize the inconvenience caused.
Here’s some info you may want to know about your order and refund(s):
How do I know if I was charged more than once? 😮
We sent a follow-up email to those of you that did receive more than 1 charge. We are trying to be as proactive as possible by letting you know and taking care of the refund ASAP. You can check your billing statement to confirm if you were indeed charged more than once.
How do I know my refund went through? 😥
Those charged more than once should have received (or will receive shortly) a separate communication from our merchant processor, Stripe, for every transactional refund that was processed. For those that received 1 extra charge (or 2 total transactions, meaning 1 was the correct charge and 1 was the extra charge), you will get one email with the refund amount. For those of you that unfortunately received more than 1 extra charge, you will receive an email for every refund that was processed, for your records. In case you do not receive the email within the next few hours, please check your Spam or Promotions folder.
When will I receive the money back in my account? 🤑
Unfortunately, we don’t have any control over how long your bank or credit card company take to process the refund. The good news is since the refund happened so quickly after the purchase there is a good chance the extra payments will just drop-off or not make it past the pending stage. The worst case scenario is it can take up to several days to appear on your statement although it is usually much faster than that. Please contact your bank or credit card company to find out how long it should take to appear. We wish there was more we could do regarding this.
How do I find info on the order that did go through? 🤔
You can find out info on your order by logging into your Dashboard and looking under “Non-Subscription Orders” (found below the subscription tabs!) You should see one order that says “Processing.” If you click the “eye”con for more details, you’ll be able to see more details of this order. As soon as it ships, you will be able to find the Tracking Number here as well (or by using the shipment confirmation email you will receive.) If you have not reached your order limit of 2 Les Do Makeup sets per customer, you can go to our Shop and score another set. We have fixed the multiple charge issue!
When will my lippies ship? 🤗
We know you want your lippies as quickly as possible, and we want to get them to you asap! More importantly, we want to make sure we get your order right, and that are not shipping multiples lippies to those that accidentally got charged more than once. We still hope to start shipping out your lippies this week! You will receive a tracking number once your lippies ship.
Is anything going to be done to make up for my inconvenience? 😘
We completely understand the inconvenience caused. To try and make up for it, we are going to give those that had a multiple charge issue a $5 shop credit plus a free shipping upgrade. We know this still doesn’t make up for the stress we’ve caused some of you, but we are going to do the best we can to make it right. Information on how to access shop credits is contained in the 2nd email that was sent out to those who had multiple charge issues.
I have other issues besides multiple charges… 🙄
We know that some of our customers have issues beyond being charged more than once. We are working to catch up as quickly as we can and wanted to take care of the refunds first and foremost. Our team is working to catch up on emails as quickly as possible and any other issues you may have sent us will be taken care of!
I tried to contact you guys, will I get a response? 😒
Yes! We are working to catch up as fast as possible. Please be patient as we have a large backlog of emails, but will get to everyone as soon as we can.
8/13 – 3:30PM PST: First, THANK you for those who purchased our Les Do Makeup x LiveGlam collab. We are so excited for you to get your lippies!
We had spent a lot of time preparing for the massive demand and even after doubling our servers and support team, we still ran into some hiccups. So we wanted to let you know what’s going on!
Here’s what happened:
1. Our servers crashed 😱
At the time the restock went live, we had so many people on the website that it crashed all of our servers, even the new ones we added to support the restock.
2. Some people had more than 1 accidental charge 😩
When the servers came back up, the site was loading really slow. When some people were trying to checkout, they weren’t sure if the checkout button was working or not, so they (understandably) clicked multiple times. That resulted in some people receiving multiple charges.
3. Others didn’t receive order confirmations 🙄
Also due to the site speed, some of you did not receive an order confirmation web page or an email. Don’t fret- you’ll be receiving an email confirming that your order did go through and you will get a shipping confirmation email once your order goes out.
4. We’re on top of it!
Many of you (thankfully) did not receive any problems with your order, but we wanted to let you know what was going on anyway.
Here’s what we’re doing:
Please know that we’re completely aware of the above issues, and our team will be working around the clock to resolve them.
1. We’re isolating everyone who had any issues!
Our tech team has isolated all the people who have been charged more than once on the same email address, and we will be refunding all of those excess charges. We will leave you with your initial order and charge only. We believe some of you may have used different emails due to uncertainty if your order went through or not, so those may take us a little longer to figure out! Regardless of emails used, we will make sure everyone gets a refund for any extra charges. If you only had one charge and no confirmation, we’ll be sure you get your lippies and a shipping notification when they go out!
2. We’ll be processing refunds to anyone overcharged ASAP!
If you did receive an extra charge, you will receive a separate email confirming the refund. We are working to refund everyone as quickly as possible. We are confident you will receive a refund confirmation within 48 hours, but hopefully much sooner than that.
3. We’ll keep you updated!
Our customer happiness and social teams are working to get back to everyone reaching out to us as quickly as they can. Be assured we are aware of the problems and are working to resolve them as soon as possible. To keep response times as fast as possible, we do appreciate giving us some time before emailing us, but if you want to anyway we totally understand and will get back to you asap.
So when will you get your lippies?
We know you want your lippies as quick as possible and we want to get them to you asap! We want to make sure we get your order right, and are not shipping multiples lippies to those that accidentally got charged more than once. We still hope to start shipping out your lippies this week! You will receive a tracking number once your lippies ship.
*If you did get a shipment confirmation email multiple times, don’t worry- we’re not going to ship you multiple lippies. We’re going to make sure to take care of everyone’s account and order first.
What are we doing to make up for this?
We completely understand the inconvenience caused. To try and makeup for the inconvenience, we are going to be giving everyone who experienced any billing issue a shop credit plus a free shipping upgrade. We know this still doesn’t make up for the stress we’ve caused some of you, but we are going to do the best we can to make it right. You will receive a separate email about your credit once everything is resolved.
Thank you for your patience and understanding while we work to correct everything!
Should you contact us?
You’re always welcome to contact us! But we are already working on the issue and have received many inquiries from customers so it may result in taking a bit longer to get to you. The best thing is to hang tight while we work everything out!
If I haven’t purchased, are the issues resolved now?
Yes! Everything should now be applying as smooth as Leslie’s lippies, so go ahead and grab your set!
We will be updating this blog with major events as they happen, so you can check back here for all updates!
Here’s all of the details about the Les Do Makeup Collab!
*For Spanish version, click here!
Back in May we launched our very first collab for our LiveGlam Lippie Club, KissMe, with the lovely Les Do Makeup! Much to our surprise, the lippies sold out in just 5 hours. To allow more of our #LiveGlamFam and Leslie’s supporters (hey Babygirls) to get these exclusive shades, we’re officially RESTOCKING the collection on August 13th!
If you wanna hear the back story of how this collaboration came about and all the lovey dovey stuff, you can read up on it here! If you’re ready to get down to business, you’re in the right place. On Monday, August 13th at 9am MT (8am PDT, 11am EST), Leslie’s Collection will be available for existing members, new members, and non members! Here’s what you’ll be getting:
Leslie handpicked and perfected each shade herself, and they also come in super cute limited-edition cherry blossom casing. Here’s a breakdown of each color:
Uh hello, this subtle nude shade will look good with any look! It’s perfect for a no-makeup day or full beat.
Leslie likes her lippies how she likes her tequila: bold and lasts all night. This deep brown shade will be your new spirit animal!
This mauve lippie is great for date night and will have you looking super cute or whateva.
How To Get This Collection:
So, how do you get your hands on these limited edition shades? You’ve got 3 options, but you gotta be quick when it launches! These shades do have the tendency to sell out fast. 😱
1. Already a member?
If you’re already a member of any of our LiveGlam Clubs (KissMe, MorpheMe, or ShadowMe), you can get Leslie’s Collection through our Shop page at an exclusive member price of $19.99 (free shipping for U.S. and $3.99 flat rate for international) starting on August 13th. No code required, just make sure to be logged in!
2. Not a member? Sign up for KissMe and become a member!
By signing up for KissMe, the world’s first liquid lippie club, you’ll get Leslie’s Collection for $19.99 when you use her code lexxxlieee (bonus lippie/GALGAL will not be included). IMPORTANT: You will ONLY get her collection if you sign up once the collab is live starting on August 13th at 9am MT (8am PDT, 11am EST). If you sign up before the 13th, you will get our August Collection, not Leslie’s. You’ll be able to see which collection you’re getting on your checkout page to confirm.
So, if you sign up starting August 13th, you will receive Leslie’s Collection. You will then receive your next set of lippies in September! FYI! If you do subscribe and try to cancel before your first renewal, you will be charged a non-members fee of $7 since the special member pricing is only for Glammers who want to be a part of our monthly club!
How the Subscription Works:
KissMe is a monthly subscription, so as a member you’ll get a brand new collection featuring 3 lippies delivered straight to your door every single month. You’ll love our cruelty-free, vegan, flexible, hydrating, and delicious-smelling formula! It’s also the perfect way to quickly expand your lippie collection (you’ll get 36+ lippies every year!).
On every 23rd of the month, a new KissMe Collection launches with fresh new shades! If you sign up today, you’ll be charged again in about 1 month to receive your next Collection. For example, if you signed up on August 13th, your next payment will be September 13th for our September lippies. You can also always change your billing date through your Dashboard! Head here to join today and start getting lippies.
3. Don’t want to subscribe?
If you’re not a member of any of our clubs, you can still get Leslie’s Collection through our Shop page. However, you will not get the exclusive member pricing. Instead, the price will be $26.99. Also, please note that you cannot use any discounts, store credits, or other offers for this Collection. If you want to save money and get gorgeous lippies every month, becoming a member is the way to go! If you want to try out our formula before committing to this relationship, purchasing through our Shop page is also a great option for ya. 😉
Want Both Collections?
If you want both Leslie’s Collection and our August “Partner in Wine” collection, you can sign up for KissMe before August 13th at 9am MT, and then purchase Leslie’s Collection through our Shop starting on the 13th at the member price of $19.99! Please note that sales tax varies based on location and will be shown at checkout if it applies.
Get the best of both worlds by becoming a KissMe member today and lock* in your member pricing for Leslie’s shades! Sign up here.
*Signing up to become a KissMe member before Leslie’s Collection launches does not guarantee that you will get her shades if they sell out. After signing up, you will get August’s Collection. You will additionally need to visit our Shop page starting on the 13th to buy Leslie’s Collection at the member price, so set your alarms!
We hope you Glammers are as excited about this restock as we are! Please be sure to read through all of this info carefully so you know what to expect and what your options are. We want this to go as smoothly for you as our lippie applications!
Stay glam “or whateva”!