SHIPPING & RETURNS
SHIPPING POLICY
CANCELLATION POLICY
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Once an order is placed, please contact us if you need to change or cancel your order. Please note, there is no guarantee that we will be able to make the requested change or cancellation if the order has already been processed. Once an order is processed and/or shipped, it cannot be canceled or changed.
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SHIPPING & PROCESSING POLICY
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You’ll receive an email notification with the tracking details as soon as your order is fulfilled and shipped. This will usually take 4-5 business days from the date you placed the order. Please note 4-5 business days is the processing time. This does not include shipping time. Processing time is the time it takes for your order to be processed before shipping out. If there are any issues and the order will take longer to ship, we will contact you directly either by email or by phone.
STANDARD SHIPPING: Please allow up to 5-10 business days for your order to be delivered after it has been shipped. All orders placed after 3:00 pm EST are considered placed the next business day.
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We advise that you not wait until the last minute to place your order. If you have a deadline that you need your product for, it is always wise to order far enough in advance to allow for unanticipated delays that may be out of our control.
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We will provide you with a tracking number as soon as it is available. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind, holidays do not count as a business day and should be considered when calculating shipping times. If your package is delayed, we will not offer a reimbursement of shipping charges. If you need additional information, please contact us.
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If the product you ordered is not available, we will contact you immediately by phone, email, or both to see if you are interested in a product substitution. If no suitable substitution is found, and you wish to cancel your order or forgo the out-of-stock item(s), we will issue you a refund payment for the missing items or cancelled order.
*We are not responsible for any packages lost in transit or stolen upon delivery.
RETURNS & EXCHANGE POLICY
*ALL SALES ARE FINAL*
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Please ensure that you've double-checked your order and only purchase product you intend to keep. We do not offer refunds. If you receive the product and wish to return it, you have 7 days upon it's arrival to contact us and initiate a return. Upon return and inspection of the product, you will only be credited with a store credit, there are no refunds or exchanges. This only applies to product that is sent back in its original condition. Any product that has been washed/conditioned, cut, coloured, altered, or changed in any way will not receive a refund, exchange, or store credit, and will be shipped back to the customer at their expense. Customers are responsible to pay for all shipping costs to return items.
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There is a 15 % restocking fee per each item, Preordered items are custom made and cannot be returned or exchanged. If your order ships and you return for a refund, you will be refunded minus the shipping and insurance charge.*
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The only exception to the above policy is receiving the incorrect order or a defective item. If the wrong order is received, you have 7 days to notify us of the error. We will arrange and pay for the shipping to return the item and the correct item will be shipped out express at no extra cost. If you chose to return the incorrect item instead of exchanging it, no restocking charge will be charged and you can receive either a store credit or a full refund. Please note, we must be notified of any incorrect error in your order within 7 days of delivery. If we are not notified within 7 days, the sale will be final and there will be no exchange or refund.
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Before using your products, please inspect the product thoroughly to ensure you have received the correct item and there is no defect or damage. We encourage you to thoroughly inspect and examine the items without manipulating/using them. If you receive items that are defective, please contact us within 7 days with pictures and videos showing the items and the defect of concern. When you send the pictures/videos the product, should still be in its natural state and also in its original packaging where possible.
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**Please note, the photos of our hair are in their raw state or they are stock photos. Once the hair is washed, it may differ from the photos online and you will have the desired texture you purchased. If you have any questions about textures, please feel free to contact us prior to purchase for assistance.**
Please DO NOT send back items without notifying us. Please contact us within the aforementioned 7 day period, and we will arrange return shipping and/or provide a return number. Please note, if unauthorized returns are made, they may be refused and will only be sent back once the shipping cost is paid to send it back to you.
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*Only regularly-priced items may be returned; sale items cannot be exchanged or refunded unless they are defective or the wrong item was sent in error. All gift cards are non-exchangeable or refundable, with no exceptions.
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