At 16kt Beauty, customer care is our top priority and satisfaction is our guarantee.  If at any time you are unsatisfied with your order please contact us directly via contact@16ktbeauty.com within 14 days of your original receipt to arrange a resolution of refund, exchange or store credit. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please allow a period of up to four weeks for us to process your return, this time period includes the transit time for us to receive your return from the shipper, the time it takes to process the refund request and the time it takes your bank to process our refund request. For users, simply log into your account and view the order using the “Complete Orders” link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.