I've been a client of Orchid for some years now; I did, at first, have some "issues" with my orders but when I took the time to understand their return policy and familiarized with their website and how the notifications work, and meant, everything changed. As customers, we have the idea that we are right no matter what, however, that is not always true, sometimes things happen that are out of the stores hands, like when my package got lost on its way to me, I was upset but I also realized that the package had been sent on time, with the shipping I selected, and the real responsibility of the lost was of the mail carrier, not the boutique. So, Never had any problems regarding refunds, they do take time to be processed but everything is clearly explained in the return policy. I love all their products and great customer service. No complaints at all from me.