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Postal Woes and Used Make-Up

I know it has been a long time since I posted, I really do mean to post here but my moods are so fragile and quick to pass. Anywho, onto why I’m here!
Recently I ordered a few things, and the 3 parcels I’ve been waiting on for a while all arrived today. Yay! Only not quite.

My Candy Geisha goodies arrived, but the box was beaten up.

My Sugarpill Poisonplum arrived, but talk about an oversized box, lolwat.

And then the one I’d been wanting most out of them all, my Urban Decay Anarchy Face Case. I’d wanted this since its release and was so excited to finally have it in my hands. That was until I opened it and realised it had been used and then returned.
The case was all scratched, the lip pencil worn away, marked and lack lustre, and half of the pans had deep grooves and brush marks in them. The entire case was dirty.

I would have taken pictures, but I was so upset and frustrated that I just boxed it back up, filled in the returns form and sent the courier collection request online.
I expect this sort of thing from an eBay shop or perhaps a shop who only sells make-up as a side line like Tesco, but not from Debenhams, the only official UK distributor of Urban Decay. Who doesn’t check cosmetics returns?! My guess is someone bought both the Anarchy and Shattered, used them both and then returned the one they didn’t want.
I am now going to have to wait over a week just to order my replacement, as it was bought with a giftcard and the earliest courier pick-up was monday. This means I have to wait for it to be picked up, and THEN processed before I get my credit back. BAHHHH
According to Debenhams website “Items returned by courier can take up to 10 working days to reach us once the parcel has been collected. Once your refund has been processed it can take 3 to 5 working days for your card provider to credit your account.”. Why so long? T_T