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- Do you have a return policy or exchange policy?
- What if my shipment doesn’t arrive?
- May I return my order?
- Why are Estelle’s Secret Hair Extensions non-returnable if opened?
- How do I make a return?
- Do I have to pay for the shipping of my return?
- When will I receive my refund?
- May I return Estelle’s Secret Hair Extensions without contacting you?
- How may I contact you?
1. Do you have a return policy or exchange policy?
Yes, we are pleased to offer a return policy on unopened hair extensions within thirty (30) days within you receiving your order. We find that we have very low return rates and we are proud of the high-quality hair extensions that we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on hair extensions that have not been opened, worn or tampered with. **Be sure to include the TESTER portion of your set of Estelle’s Secret as it is part of the full set of extensions! The TESTER piece may NOT be died, cut or altered in any way in order to still receive a refund for the extensions or a color exchange!** ***All STYLING TOOLS purchased with a discount code are considered FINAL SALE items and are not eligible for return or exchange. You may only return or exchange any Estelle’s Secret Professional Styling Tools if the item was purchased at full price and a restocking fee will be deducted from the amount of $29.99 once returned*** ***All Estelle’s Secret HAIR CLIPs considered FINAL SALE items and are not eligible for returns or exchanges.*** ***ALL Estelle’s Secret BRUSH CLUTCH SETS purchased with a discount code are considered FINAL SALE items and are not eligible for returns or exchange .*** ***All Estelle’s Secret Haircare products are final sale, no returns or exchanges.***
2. What if my shipment doesn’t arrive?
Estelle’s Secret does not take responsibility for products that are sent to you unregistered. Estelle’s Secret does not offer refunds for items sent without a tracking number. If you would like it sent registered with a tracking number this will be at an additional cost to you.
3. May I return my order?
We are more than happy to accommodate returns on hair extensions! As long as the warranty sticker has not been broken, and the tester piece has not be dyed, cut or tampered with, you may return your Estelle’s Secret Hair Extensions within 30 days of delivery. Estelle’s Secret Hair Extensions are packaged with a special security seal which identifies if the extensions have been taken out. We also ask that you send us an email BEFORE returning your Estelle’s Secret! If you received a free gift, from a promotion in your order, and you are doing a return; we ask that you do send the free gift back as well. The free gift then only applies if you are going to be doing an exchange.
4. Why are Estelle’s Secret Hair Extensions non-returnable if opened?
Human hair extensions are considered a hygienic product. Therefore, we do not offer returns or exchanges if the safety seal on the packaging has been broken.
5. How do I make a return?
You must contact us first at [email protected] within the thirty (30) day return period of receiving your order. All Estelle’s Secret Hair Extensions must be shipped back unopened in the original packaging and the packaging must not be defaced in any way or a return will not be issued. We will then provide you with our return address which is in Los Angeles, California, where the returned items will be inspected to see if you qualify for a return. Opened merchandise will not be refunded or exchanged.
6. Do I have to pay for the shipping of my return?
You are responsible for all return or exchange shipping costs and we recommend that you send your return with a tracking number because Estelle’s Secret will not be responsible for lost returns. We understand that picking the right color might be a bit difficult when choosing from a computer screen, so we are happy to exchange your unopened Estelle’s Secret Hair Extension set for a set of the right color within thirty (30) days of you receiving your order. Due to hygienic reasons we only exchange items that have not been opened, worn or tampered with.
7. When will I receive my refund?
A full refund, excluding the original shipping cost, will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the cardboard backing which is protected by a security seal.
8. May I return Estelle’s Secret Hair Extensions without contacting you?
No. You must contact us prior to sending your return as our return address is different from the address we ship our hair extensions from.
9. How may I contact you?
You may contact us by e-mail at [email protected] and we will reply to your email in less than 24 hours. If you wish to exchange your item(s) please follow our exchange policy. We recommend that you DO NOT use UPS to send your return as they charge very high brokerage fees to clear parcel, which we will not be responsible for