Since we sell hygiene based products, they can’t be returned once used or when the packaging has been opened.
In case they are defective, damaged or not as described we will offer a free replacement once we receive and investigate the original order. In case you opt for a refund, it will be processed once we receive the product.
RETURN AND EXCHANGE FAQ
- DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN/EXCHANGE?
Since we do not accept returns on items once used or when the packaging has been opened, there is no question of paying for the shipping.
In case you are returning the product due to our mistake, you will initially be asked to pay for the return after which will be reimbursed to you along with the product costs only after the product is received and inspected completely.
While sending a return, you will have to use your own shipping label. We recommend that you send your package with tracking information included as we cannot take responsibility for lost returns. Please contact us to notify us of the whole issue before sending returns.
- WHEN WILL I RECEIVE MY REFUND?
A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair extensions were not opened or if they were genuinely damaged/defective or not as described. Once your extensions have been delivered back to our warehouse, this can take up to 1-3 business days to finalise.
Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer.
Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.
- WHEN WILL I RECEIVE MY EXCHANGE?
Your new order will be released for processing as soon as our warehouse has received and inspected your return. All orders will take an additional 1-2 business days to process and ship from our warehouse, regardless of the shipping method.
Note: If you are exchanging for a lower value item, we will issue a partial refund back to your original method of payment. Please allow up to 7 business days for this credit to appear on your bank statement. If you are exchanging for a higher value item, we will email you a custom invoice to pay for the difference in price. As soon as this has been paid, your new order will be released for processing.
- CAN I GET HELP FINDING A BETTER MATCH?
In case you want help finding a more accurate match, we recommend that you contact us via Email, WhatsApp, Messenger or Skype.
- HOW DO I KNOW IF THE SHADE IS A GOOD MATCH WITHOUT OPENING THE BOX?
Ideally, you should make sure that you order the right shade. Rest assured that you will receive the same shade of Hair that you order. Incase of any issues, feel free to contact us.
- WHEN WILL I RECEIVE MY EXCHANGE?
If you’re eligible for an exchange, you will receive it as soon as we have received the original product and have completed the assessment.
- HOW DO I RETURN MY ORDER?
If the product you have received is defective or not what you had ordered, you are eligible to return it. To return the product, please use any company that provides tracking options. We do not offer a return shipping label. Before initiating a return, please contact us about the issue and the reasons for return.
- DO YOU OFFER PRODUCT GUARANTEE?
Being a Natural Product, it is difficult to guarantee how long they will last. It also depends on the environmental conditions and the ways they are used. However, we can vouch for our Virgin Hair to last over a year. Our Classic (Cuticle Free) Hair can last over 6 months.
- DO YOU CHARGE A RESTOCKING FEE?
Since we only accept returns when we are at fault, we do not charge a restocking fee as we do not restock the products.
- WHAT IF I WANT STORE CREDIT?
We can offer you store credit. Please feel free to contact us for the same.