A cosmetic parcel looks damaged: what to record before opening or using it
Record the parcel, product label and visible condition so a delivery question can be reviewed against the exact order.
Compare products in this guide
Compare the current discovery shortlist
Choose a product role first. Prices below come from current public listings; they exclude delivery, duties and personal offers. This is a retailer selection, not a quality ranking.
| Brand & role | Exact product | Net size | Current price | Price per 10ml / 10g |
|---|---|---|---|---|
| SOOYA SEOUL · Body & hand lotion | Body & Hand Lotion - Lilac Veil | 400g | 28,800 KRW | 720 KRW / 10g |
| SOOYA SEOUL · Rinse-off wash | Body & Hand Wash - Lilac Veil | 400g | 26,100 KRW | 652.5 KRW / 10g |
Only compare unit prices for products with the same purpose and measurement unit. Grams and millilitres are not interchangeable; a tint, a gloss and a wash perform different jobs. Open the exact product to review its label, ingredients, directions and purchase options.
When a cosmetic parcel arrives with visible damage or unexpected contents, pause before discarding the packaging. Clear photos of the parcel, the labelled product and the condition you noticed make it easier to explain the issue. They do not automatically determine a refund, but they can prevent confusion about what was delivered.
Check identity as well as condition
THE CAST lists both SOOYA SEOUL Body & Hand Wash - Lilac Veil and Body & Hand Lotion - Lilac Veil at 400g. If you ordered one and received the other, the product name is more useful than a description such as the purple bottle. Compare the order confirmation with the actual label and retain the shipping label for the support enquiry.
Describe what you can see
Note a leaking cap, damaged outer box, missing component or mismatch without guessing the cause. Different products use different closures, so a missing feature you expected is not proof of tampering unless that feature was confirmed for the specific package. Avoid using a product whose condition is uncertain while you ask the seller what to do next.
Make the enquiry easy to resolve
Contact THE CAST through its published customer-support route with the order number, exact item and a short description of the issue. Send personal order details privately, not in a public review. Ask for instructions before returning anything, and keep the product and packaging available for review. The applicable order terms determine the available resolution. If a hotel accepted the parcel, record when you received it from the front desk so the sequence is clear.
