Jeryl B.

Hello, I'm sorry we couldn't make your experience with us a fabulous one. We are unable to cancel orders once placed as our payment gateway does not allow for it. We do state this on our site. We do have a liberal returns policy of 30 days or even up to 60 days if the situation warrants it. We provide a return label to you via email upon request and the exact amount calculated by USPS electronically is deducted from your refund for the return shipping. We would have gladly waived the return shipping and covered it ourselves if you had contacted us via either our online chat which is 24 hrs, via email through our contact page or by phone. We provide 3 methods of contact should one not work for you and we may be contacted 10 hours a day with instant responses on twitter and facebook. At the time you placed your order, in December of 2016, we were actually in the process of managing the holiday rush and moving into our new retail location, which proved to go far less smoothly than we anticipated. The few negative reviews we have accumulated in our time in business have been in this time period as we were not able to maintain phone coverage and our shipping times suffered while migrating to the new site and the new system. We truly apologize for any issues incurred between 10/16 and the middle of 12/16. As for our charity work, which we take great pride in, having donated enough over 3 years to provide rescue services and foster care for over 5000 dogs across the United States, we dutifully donate the percentage stated and we are more than happy to enclose the packing slip you find in your package. Your packing slip indicates pricing and items ordered, is dated and includes our company information. This is sufficient information to submit to the IRS in order to deduct the charitable expense which is 5% of your order total as stated.We have also obtained Fair Trade Certification and donate generously to LGBTQ support causes, and groups that work towards a colorblind, non-judgemental society. While we don't always get it right, we ALWAYS make it right when we are aware of an issue. We are so grateful for your business and for each and every customer that chooses GLAM NYC. Our goal as a small business is to create a sense of trust and loyalty our customers can depend on above all else. We have looked up your order and we do still have an email address on file for you. Please check your email for a gift from us that we hope will restore your confidence in us and perhaps encourage you to give us another try in the future. We would very much like to turn this into a positive experience for you! Cosmic Hugs - Gretta Starre www.GoGetGlam.com