Disappointing Service

I absolutely love the product and the website is quite user friendly, however when purchasing my last item i selected the incorrect color of concealer due to a system error, i have been trying to contact the service agents to the provided contact number since the purchase was processed( which was the 2nd Dec20). I've sent numerous emails with no luck. The service extremely disappointing, especially since the products are not cheap. All i wanted was assistance with exchanging my product, and i cannot return it without a pre-paid return label, which I've been requesting. I honestly don't know how to proceed as i cannot even use the product.