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 customized items including wigs.
Wigs are custom 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 discretion.
We are not responsible for any fees (custom fees or taxes) associated with your 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, or you cannot be reached at the time of delivery, the customer will be held accountable for re-delivery charges.
Though we endeavor 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.
We ship orders using Hermes or DHL. All orders require mandatory processing times within our delivery times of one to five business days on standard products for deliveries. Once you have successfully placed your order, order processing will automatically begin thirty minutes thereafter. Once processing has begun, orders cannot be changed nor modified.
Shipping confirmation and tracking information is available via email as soon as your order is processed and shipped. We do advise that all orders are placed at least a week in advance to avoid unforeseen delays.
In the event of damage or loss, the customer is responsible for getting in touch with the courier directly and keeping us updated if help is needed from us the match on. We advise to get in touch with no later than two weeks past the delivery date if your item has not arrived or arrived in a damaged condition In order to allow us adequate time to raise a complaint and compensation claim with the courier.
The Hair Site fully commits to providing you not only high quality raw / virgin hair products, but a high quality shopping and customer service experience. Our return / exchange policy vary depending on the nature of the items. Wigs are custom made items and have a strict no return policy while returns are accepted on non custom items for bundles, closures and frontals.
BUNDLES, CLOSURES & FRONTALS
Returns or exchanges for hair bundles, closures, and frontals must be in their original condition and packaging in order to be accepted. The item must not be used, lace must be uncut, tags must not be removed.
To process a return or exchange on bundles, closures, frontals bought at full price you must contact us via email on firstname.lastname@example.org or send us a direct message on Instagram within (2) days after the order has been delivered (determined by your shipment tracking) for your refund or exchange to be processed.
Once you have contacted us within the timelines stated above, we will provide you our return portal to generate a shipping label then you can take the parcel to a locker or parcel shop closest to you for return to us. After we have received the items, your refund will be processed within 5 working days to the method of payment. Please allow additional days for the funds to be reflected in your account.
Due to hygiene issues and the custom nature of our wigs, all wig sales are final. However in the unlikely event of any fault/ sewing defect or cap size issues, we will amend or exchange the wig depending on the circumstances.
Please contact us via email on email@example.com or send us a direct message on Instagram within 2 days after wig has been delivered then we can send you our return portal to generate a shipping label then you can take the parcel to a locker or parcel shop closest to you for return to us.
Wigs for amendment/ exchange must be in their original condition, lace uncut and packaging intact in order to be accepted.