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Product questions, Holder lifetime warranty, and Cores manufacturing issues — speak with our support team.

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Holder lifetime warranty

If your Holder breaks during use because of a durability issue that is not caused by customer misuse, we will replace it with a new Holder under our lifetime warranty. We cover return shipping and delivery of the replacement.

Cores manufacturing issues

We take responsibility for resolving manufacturing issues with Cores. Contact us with the product details and what happened. This is separate from the Holder lifetime warranty. Opening the product alone does not prevent you from reporting a manufacturing issue.

How we help

  1. Send your product details, question and available photos using the form below. Choose Holder lifetime warranty or Cores manufacturing issue as appropriate.
  2. Our team reviews the information and replies by email. Keep the product and wait for our return instructions; do not send it back before we contact you.
  3. For a covered Holder durability issue, we inspect the returned item and send a new Holder, with shipping both ways covered by us. For Cores manufacturing issues, our team explains the appropriate resolution and any further checks needed.

Questions and answers

Who pays for warranty shipping?

We pay for return shipping and delivery of the new Holder for a covered lifetime-warranty replacement.

Should I send the product back now?

Please keep the product until our team provides return instructions. We will explain the collection or shipping arrangements and any physical inspection needed.

How can I ask a follow-up question?

Reply to the support email about your request so that the conversation stays together. You can also email support@acosmeticstory.com with your product details and any previous case reference.

Contact us

Tell us how we can help. LOT numbers and photos help us review your request, but you can submit the form without them if they are unavailable. Keep photos under 20 MB each.

Support email: support@acosmeticstory.com

Please do not upload identity documents, payment details or unrelated personal information. Your support request does not subscribe you to marketing. See our Privacy Policy for information about how personal data is handled.