"I was so excited to find this online shop. I love what they stand for, and was excited to contribute to that, while also making a great purchase. However, when my product arrived, it wasn't quite what I expected so I decided to return. Unfortunately, when I referred to their website, I was not clear on how to return the item. It didn't arrive with any return forms and their website said something about requiring a return authorization, but it was not clear how to obtain that. After several attempts at trying to reach customer service by phone and email, I finally reached someone on the phone. At this time, they informed me that I could just send it back. No authorization, no form was required, but it absolutely had to be within the 30 day time period for a full refund. This is understandable, as that is a very common policy. However, I explained that I had been trying to contact them for some time now and that at that point, it needed to reach them by the next day, which was impossible. I asked if they could make an exception, since I was a first time customer. They were not willing to make any exception for me and explained that the best they could do would be a store credit. I found this to be unacceptable. When your customer service phone line does not answer during regular business hours (they seemed to have one person answering phones at the time, so maybe they were incredibly understaffed) and you don't reply to emails in a timely manner, why is it, that you can't make this one exception for an enthusiastic customer, when they are literally just a few days late returning something? The item had been pretty much untouched and was still in the box. Several attempts had been made to return it in a timely manner. Even more disappointing, when I sent them an email later, giving them this feedback, I received several very rude, personal, provocative emails. I felt like this person was trying to pick a fight with me, rather than smooth things over. At this point, I had accepted that they wouldn't refund my money. I was just giving them feedback, because again, I really like the idea of this business model. I love that they give back to the LGBT community. Unfortunately, I also expect to be treated with respect, especially from a business that I am trying to do business with. At no time did I address any of the employees disrespectfully. I was completely baffled by the emails I received. It was as if I was dealing with a child. I will not be doing any more business with this retailer and will not recommend them to any of my friends. In fact, I will tell them to avoid this retailer at all costs. I will continue to give back to the LGBT community in other ways, and buy my products from retailers that I can trust."