We want your customers to absolutely love your cosmetics! If an item is defective or incomplete, please contact us; we'll arrange a replacement of that item for the customer. We'll provide replacements on damages that happened during formulation, but not for products that were damaged through neglect or everyday use. For example, if viaGlamour's staff made a mistake fulfilling an order with an incorrect lipstick shade a replacement delivery will be arranged to get the customer the correct product color. However, if a customer orders a formula such as a light-pink lipstick and decides in a month that they'd rather have ordered a purple shade a free replacement will not be shipped to the customer.