There are 2 core channels customers can purchase FORMA Brands products. Each channel should be viewed as an independent silo and can never be comingled with each other*


1. Purchased online direct


2. Purchased in Morphe retail store (brick and mortar)


3. Purchased from authorized wholesale partner (online or brick and mortar)

  • Target
  • Ulta
  • Sephora (CA)
  • Selfridges (UK)
  • Mecca (AU)
  • etc


4. Purchased from unauthorized reseller

  • Amazon
  • Ebay
  • etc


There are different ways we can assist customers with return/refund inquires based on the channel the customer originally purchased from:


1. Purchased online direct

  • Provide "white glove service"
  • We have the resources and we were the original channel they purchased from 
  • Take ownership of issue and whatever it takes to better customer's experience via:
    • Replacement (same item or alternative)
    • Refund
    • Gift Card/Store Credit**
    • Discount Code


2. Purchased in Morphe retail store (brick and mortar)

  • There are limited options as our brick and mortar stores use a different POS system for transactions that we do not have access to
  • Because of this, we are unable to issue refunds directly*** 
  • Assist where possible to better customer's experience via:
    • Replacement (same item or alternative)
    • Gift Card/Store Credit**
    • Escalate for virtual refund


3. Purchased from authorized wholesale partner (online or brick and mortar)

  • Limited options as authorized wholesale partner use a different POS system for transactions that we do not have access to 
  • If a defective item is reported, we do not want to direct customer back to store, if at all possible
  • Assist where possible to better customer's experience via:
    • Replacement (same item or alternative)
      OR...
    • Return to authorized wholesale partner for refund


4. Purchased from unauthorized reseller

  • Very limited options as unauthorized resellers should not be selling FORMA brand products & use a different POS system for transactions that we do not have access to 
  • Educate to only purchase from us directly or authorized resellers only
  • Assist where possible to better customer's experience via
    • Replacement (same item or alternative)
      OR...
    • Return to original seller for refund


*Only Morphe online purchases can be returned cross-channel (aka in a Morphe store only in the UK) for a refund BUT Morphe in-store purchases cannot be returned via online customer service for a refund


**Gift Card/Store Credit: Morphe-All site customers can be issued via Shopify and be redeemed only online.


***We are unable to issue refunds directly HOWEVER we do have corporate Retail team contacts who can assist with virtual refunds (determined on case by case basis)