Terms of Sale / Refund Policy

TERMS OF SALE

    Before placing an order it is important and the responsibility of the customer to read through our terms and conditions. Once an order has been placed, we will assume that you fully accept our terms and conditions regarding the sale of standard or customised items and that all sales are final. Customised / Custom made items are made specifically for you and these items will not be able to be modified further nor cancelled or exchanged once processing has begun. If for any reason we accept a cancellation, this will be at our own discretion depending on the type of item.
    Customers / buyers are responsible for any custom fees or taxes associated with their shipment upon delivery. Customers are also advised to take necessary precautions whilst entering personal and delivery details. We will not be held liable for any incorrect delivery details or shipment addresses, as once orders are sent out there is nothing we can do about any corrections. If in any case an order has been shipped to an incorrect delivery address, the customer will be held accountable for re-delivery charges.
    Though we endeavour to maintain a high level of customer satisfaction across all our services; because we rely on a third party to deliver our goods, inevitably there may be delays in postage in the minority of cases. In these events we will do our very best to keep you informed and get your order delivered as quickly as possible. 

    Refunds & Returns

    Due to the nature of our products, returns and refunds on custom items will only be issued if you've received the wrong items. Custom items are specifically made according to customers requirements. Hair extensions cannot be resold after being handled or worn by the buyer. If you have placed an order and would like to cancel your order, please contact us. Cancellations are only accepted within 24 hours of original purchase date.  

    We can only accept the item back for a return so long as it's successfully returned back to us to our specified returns address (different from our mailing address) within 14 days of the date your order was delivered. An initial assessment will be made before proceeding authorising a returns.

    The item(s) also needs to remain in pristine condition, with the curl pattern undisturbed or pulled allowing it to be fit for resale. We will not accept any returns or exchanges of any products where the seal holding the hair together has been untied or cut off. In the specific case of items containing lace i.e. our Wig Collection, they will not be accepted for returns or exchanges if they have been worn, styled, cut (lace or hair), or had products or modifications have been applied to them such as glue, hair products, colouring, customisation of the hairline or the bleaching of knots.

    In a case where any of the conditions above are not met, we reserve the right to decline a return.

    Alternatively If, for any reason you are unhappy due to the defect of your product(s) purchased, after assessment we will agree to a full refund or exchange for another product of an equal value.

    All returns shipping and handling costs will be at the customer's expense therefore we suggest sending through a courier that provides tracking information and delivery confirmation since we are not responsible for loss or damage of parcels. We must receive the merchandise before an exchange / refund can be made.

    A return should take no longer than 7-10 working days to be processed back with us and refunded to your account. This includes transit time to the us and processing times with your chosen payment method.

    An exchange processing time will be dependant on the item requested for exchange and inventory levels against standard or pre-order items.