A very disappointing experience all round I think. Your website is very clunky and not easy to use. I understood the delivery process after I wrote to them the first time that it takes all up about 6 weeks. There is no follow through by Tarte about where your delivery is at , unlike Australia companies where they keep you appraised of delivery dates, who is delivering the package expected date of arrival. Tarte's view from reading the emails is that you contact us. We don't contact you. That's poor customer service. Then after tracking the item myself, the tracking stops about 2 weeks ago. I contacted Tarte again to ask for further codes so I can access the shipping companies website. Only to find out from Tarte that my purchase is lost in transit and can't be replaced because I am an international customer. I suspect that's the cost as they will need to pay for shipping again. Then it takes another 10 to 14 days to refund the money, probably a business policy. It's not clear whether they refund the entire amount shipping plus cost of the item or just the cost of the item as this not explained in the email. What they are prepared to do is give me a 20% discount on my next order. It's very unlikely that I will deal with this company directly again. From purchase to when I will eventually receive a refund it will take about 6 to 8 weeks. It's not the staff issue here, it's the company and their policies and how they deal with the consumer.