We will always try our best to meet the demands of all the customers. Whenever a dispute comes up, we are willing to handle it properly with you.
Here are the situations that may cause disputes：
- Item not received.
- Delivery on the way.
1. Parcel seized by customs:
It is buyer’s duty to do customs clearance. So, you should contact the customs office to take your parcel once it has been seized. Please feel free to contact us If you need any documents to clear customs(such as invoice).
2. Status of shipment stagnated for a long time:
If status of the parcel stagnated for a long time, we advise you to contact your local DHL to check it for you,
at the same time, we will ask our shipping agent to figure out what happened to your parcel. You can keep
in touch with us until the parcel is delivered successfully.
1. If the parcel is delivered unsuccessfully because of wrong address offered by buyer. We are not responsible for any loss caused.
2. If the parcel is sent to a wrong address or lost by the shipping company, we can resend the parcel to you.
Item not as described:
You are encouraged to open the parcel to check the item once it is delivered to your house. You should contact us within a day if you are not satisfied with the item.
Return/refund for no reasons
If you want to return an item without any quality problem for exchange within 1 day once it is received, please send an email to this email address with your order number entitled:. We will offer you the return address. But you are supposed to pay the shipping fee and the price difference.
If you want to return an item without any quality problem for refund within 1 day once it is received, please send an email to this email address with your order number entitled:
We will offer you the return address. But you are supposed to pay the shipping fee and 15% restocking fee will be deducted from your account.
Return/refund for quality problem
Please send us an email with your order number entitled if the item you received has any quality problem such as: wrong colour, wrong size, wrong style, and so on.
It will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email.
We will consider the case once we receive your email, then offer you some solutions.
- All the items are not returnable any more after a day.
- Please keep the item in original condition if you want to return it, items that has been used or washed is not returnable any more.
- Please do not return the parcel before you get our permission or we are not responsible for any loss caused.
- Please write your order number on a paper and pack the paper together with the item, so that we can easily find your order in our system once we receive the parcel.
If you have any problem in understanding our return/refund policy, you can contact us by email:
Please note, orders cannot be cancelled. Orders can't be cancelled once the parcel is shipped out or we have already begun to custom the hair extension.
Please read this information carefully as it contains important details about your rights and obligations as well as limitations and exclusions that may apply to you.
We will make every effort to match each order to your exact specifications. Because our natural hair is 100% virgin human hair and each individual piece comes from a separate donor we cannot guarantee hair colour or texture. Our natural hair comes in a straight, wavy or curly pattern, the colour will range between a natural 1b and 2. In some cases we may have natural lighter pieces that are available upon request but not guaranteed.
Please be forewarned, if you are dissatisfied with the colour or texture, we will exchange your purchase one time only. You may request a prepaid label to send back your hair and we will do our best to meet your request based on the inventory on hand. If you are still dissatisfied with the colour or texture of your purchase, any future exchanges must be done at your expense.
No Refunds will be permitted
For our COLLECTION, if the product has been returned within 7 working days from the date of purchase, unused and in its original condition we will exchange the product for something of equal or greater value.
Once the hair has been installed, due to the nature of the product and possibility of incorrect installation the Product Defect Exchange Policy is not applicable.
For BULK HAIR, if the product has been returned within 7 working days from the date of purchase, unused and in its original condition we will exchange the product for something of equal or greater value.
Once Bulk Hair has been installed, due to the nature of the product and possibility of incorrect installation, which could result in the hair being inverted, the Product Defective Exchange Policy is not applicable.
There are no returns or exchanges permitted.