Shipping, Cancellations & Exchange Policy
PLEASE NOTE: ALL ORDERS TAKE TIME TO PROCESS. MOST ITEMS TAKE 2 - 3 WORKING DAYS.
We want you to be happy and have a pleasant experience when shopping with us, hence, we take your satisfaction and time seriously. If you are not happy with a recent purchase we are happy to accept your request for an exchange or provide store credit. Our products are considered hygienic products, therefore we cannot offer cash refunds on a purchase for health concerns. Please read the conditions below:
How long after making a payment can I receive my order
7 - 10 business days for standard FREE shipping.
Our process time for orders in stock is 1 - 2 business days, and delivery takes 1 - 3 business days.
Once your order has been shipped, you will receive tracking details to track your order till it gets to you. We are not responsible for postal delays.
All items are shipped from and to the USA ONLY!
Do you Ship Worldwide
NO - Not at this time.
Am I eligible for Free Shipping
ALL purchases are eligible for Free Shipping.
I ordered online and want to cancel my order
Cancellations are NOT accepted.
What is your Return & Exchange policy
We want you to have the best experience and we have teams that carefully examine every product before they are made, after they are made, and before they are packed and shipped out. We do this so that you get the best version of our product.
The items we sell are considered as hygienic products, therefore we cannot accept returns or offer refunds. If you think your item is defective or is not as shown in the pictures, you MAY be able to exchange it as long as you:
did not open the hair,
cut the ties,
finger the hair, or
manipulate the hair in any way.
Please use the Contact Us form to process an exchange. We will need to receive your hair and examine it before your request for an exchange is approved. If a request for return is allowed, the buyer will bear the return shipping cost incurred and cost will not be reimbursed even if a refund/exchange is granted. We reserve the right to decide whether the product is eligible for exchange.
If your request for an exchange is approved, you can request for a new product, get the same product exchanged, or get store credit that can be redeemed at any time. Please bear in mind that the time to approve an exchange can take as long as 30 days after you ship your hair back to us.
We will not cover the cost of shipping for an exchange. and you may be required to pay a $15 restocking and handling fee for an exchange.
Please do not send your purchase back to any address other than the address provided by our team via email.
Terms of Exchange & Non-returnable Items
If you got a defective item, we will exchange or issue store credit.
Items bought on sale or in situations where a discount was applied cannot be exchanged.
For health reasons, we cannot provide exchanges on hair that has been worn, colored, washed, or manipulated.
To be eligible for an exchange, the products purchased must be in the original condition that they were delivered to you. Products that have been tampered with are not eligible for refunds.
We do not provide exchanges on orders where the final price paid is below $99.
A $15 handling & restocking fee may be charged in the event an exchange is approved.
You will cover the cost of shipping your item back to us and cost of shipping your order from our warehouse to you.
If an item purchased became defective after use, we cannot provide an exchange.
To be eligible for an exchange, you have to make a complaint within 7 days of the delivery window. You also need to ship the item within 7 days of a return address being provided to you,
If your hair is customized, we cannot provide an exchange as the hair was customized for your own specific needs.
Shipping fees cannot be refunded as store credit. Only the cost of the item can be refunded as store credit. And we do not cover the cost of return shipping even if your item meets the free shipping threshold mark. You are only eligible for free shipping on your initial purchase.
You cannot request for more than 1 exchange per order. Every subsequent exchange after the first exchange on the same order is denied.
Gift cards are non-refundable.
Due to the hygienic nature of our product, we do not issue cash refunds under any circumstances as a precaution.
Will I be responsible for shipping of my exchange
Delivery charges will be paid by you. We will not give refunds for delivery charges incurred during original delivery, return or onward shipping charges of exchanged items.
How do I get my exchanged item or store credit
Once your return item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request.
If your request is approved, then you will have the following options to choose from
You get store credit that you can use at any point in the future
Or you can exchange the returned item for the same item or another item at the same price or top up your payment to receive a new item.
Items that are exchanged do not include the shipping fee paid for the original order.
There are certain situations where an exchange or store credit will not be granted (if applicable)
Any item not in its original condition
Damaged items or items missing parts for reasons not due to our error.
Any item that is returned more than 20 days after delivery or if we were not alerted of a need to exchange or return the item within 7 days of delivery.