Jeffree Star apologises to customers who found ‘hairs’ in Conspiracy make-up palette

‘I pride myself on quality and fully apologise for this error,’ beauty vlogger says

YouTuber Jeffree Star has apologised to customers who found what appeared to be “hairs” in eyeshadow palettes from his new make-up range.

Last month, Star and fellow vlogger Shane Dawson revealed the details of their collaborative Conspiracy make-up collection, which features eyeshadow palettes, lipsticks, a lip gloss, mirrors and make-up bags.

Following the release of the range on 1 November, one million Conspiracy palettes were sold in 30 minutes, Star stated on his Instagram Story.

However, soon after the launch, several consumers voiced concerns on social media after discovering supposed “hairs” in the eyeshadow blocks.

After a few people shared videos online of themselves pulling the “hairs” out of the make-up using tweezers, Star publicly addressed the issue on social media, apologising to those who have experienced issues with the product and explaining that the “hairs” are actually fibres.

A Twitter user shares a video of themselves using tweezers to pull a fibre from an eyeshadow in the palette (Twitter/@angelicaxrae)

“Hey everyone, it’s come to our attention that a few dozen people out of 1.1 million palettes produced, have a few ribbon fibres embedded in their products,” the make-up artist tweeted.

“The lab has done a full investigation and we found the issue. I pride myself on quality and fully apologise for this error.”

Star shared a statement sent from the lab that produced the make-up palettes, which detailed how the process for creating the product “requires the use of pressing ribbon that is placed between the product and the metal pressing tools”.

Nonetheless, the lab added that it is taking preventative measures to ensure that no fibres appear in any more eyeshadow palettes.

Star shared a video on social media that shows how the eyeshadow palettes are created in the lab.

In a further tweet, he explained that all consumers who have experienced these issues and contacted customer service have had their products replaced.

“Palettes that were affected, we have sent out new ones and also given a full refund because that does not reflect how my brand should be represented,” the beauty vlogger stated.

Several of Star’s Twitter followers praised him for his honesty when dealing with the situation.

“This is how you take care of an issue! This is why you will continue to have a top notch brand! Thank you for always caring about your customers, fans, and always being 100 per cent transparent,” one person tweeted.

“Thank you for addressing this Jeffree. I was concerned and started questioning if I should even buy one. But you’ve put my mind at ease,” another wrote.

Earlier this year, beauty YouTuber Jaclyn Hill addressed claims that some lipsticks sold by her cosmetics brand had been delivered to customers in a “mouldy” and “hairy” state.

Several fans of the make-up influencer shared photographs of lipsticks they had recently bought from her range, some of which showed small, white hairs on the products and others that showed the lipsticks with tiny, black holes on them.

Hill responded to the claims in the video, in which she stated that the products are neither “hazardous” nor “contaminated”.

“We made a lot of product in a very short amount of time and although we all thought it was gonna be perfect and fresh that’s not the case,” she stated.