Policy
CANCELLATION POLICY
Once an order is placed your order has began processing and we will not be able to be canceled.
Exchanges will incur an extra cost for price differences. Please read our processing time and policies carefully, we will not grant any cancellations or refunds if you feel the order will take to long to arrive. We highly anticipate being within our stated processing schedule for all Black Friday orders but please bear in mind that there might be delays due to the pandemic.
BILLING POLICY
PLEASE INSURE THAT YOUR BILLING AND SHIPPING ADDRESS IS THE SAME. IF YOU DO NOT ENTER THE SAME ADDRESS THAT IS ASSOCIATED WITH YOUR BANK ACCOUNT THE PAYMENT WILL BE DECLINED. IF THERE IS A PENDING AMOUNT ON YOUR ACCOUNT AFTER THE TRANSACTION WAS DECLINED IT IS JUST AN AUTHORIZATION CHARGE AND WILL DROP WITHIN A FEW HOURS.
SHIPPING & PROCESSING POLICY
UPDATED SHIPPING/PROCESSING POLICY DUE TO COVID 19 PANDEMIC:
We did state at checkout that orders would take about 12 business days to ship out so that customers would be aware of the possible delays. However, we are still running slightly behind.
You’ll receive an email notification with the tracking details as soon as it is fulfilled and then the package will arrive within 3-5 days from the date you received the tracking.
PRE-ORDER ITEMS TAKE 14-35 BUSINESS DAYS TO PROCESS OUT. ALL LACE ITEMS (FRONTALS, CLOSURES, WIGS) AND 32 - 40 INCH BUNDLES ARE PRE-ORDER ITEMS.
STANDARD SHIPPING: (THIS IS CURRENTLY NOT VALID DURING THIS TIME, PLEASE REFER ABOVE FOR PROCESSING TIMES) Please allow up to 5-7 business days to process your order after your payment is cleared. Processing will take 5-7 business days (not including weekends or holidays). After processing it will take 2-3 business to receive your package, you will receive your tracking number on or before the 7th business day, all orders placed after 3:00 pm EST are considered placed the next business day.
In most cases we will ship your items before that. It is advisable not to 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.
For orders placed prior 3 pm (EST) will be processed that day, If placed after 3 pm (EST) an additional day will be required for processing. We will give you a delivery estimate when you place your order based on the information we receive from our system. 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. We entrust USPS and UPS to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us.
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 a substitution is not a viable option for you and you wish to cancel your order completely, we will issue your payment as a refund immediately.
*We are not responsible for any packages lost in transit or stolen upon delivery. All of our packages require signature please ensure that you will be home at the time of delivery. If you will not be home at the time of delivery please contact USPS or UPS to make them aware of this to either reschedule delivery or allow you to pick the package up at your local post office.*
REFUND & RETURN POLICY
*ALL SALES ARE FINAL* This includes sales made during Black Friday- Cyber Monday.
Please insure that you are truly interested in our product before purchasing. We do not offer refunds. If you receive the product and are no longer interested you have 48 hours upon it's arrival to contact us to process a return and refund. After 48 hours, you will only be credited with a store credit not a refund or an exchange. These only apply to product that is sent back to us in it's original condition. Product that is not in it's original condition will only receive an exchange.
*There is a $25 restocking fee per bundle, Preordered items are custom made and cannot be returned or exchanged.*
Before using your products, please inspect the product thoroughly to ensure you have received the correct item. We encourage you to thoroughly inspect and examine the items without manipulating / using them. The only exception to this is receiving the incorrect order.
**Please note the photos of our hair are in their raw state and not altered, or they are stock photos. Therefore once the hair is washed it will differ from the photos online and you will have the desired texture you purchase. If you have any questions about textures, please feel free to contact us prior to purchase for assistance.**
***We will not offer refund / exchange or any type of accommodations for items that you have altered on your own. If you would like to return the items to us, it must be in it's original state, unless it is a rare instance where you have received defective products.***
We do offer replacements for product that is defective. We find that we have very low return rates and we are proud of the high quality products that we offer. If you mistakenly receive items that are defective please contact us with pictures and videos proving that the items you received are of poor quality. When you send the pictures/videos the product should still be in its natural state and also in its original packaging where possible. Once your return / exchange is processed you must send the items back to the return address. Please include your name order number and reason for return in the package. It will take 7-10 business days for your replacement to be shipped out. No refund can be received after returning the hair only a replacement or a store credit towards a future order.
*Only regular priced items may be exchanged unfortunately sale items cannot be exchanged or refunded. Additional non-returnable items are gift cards*