WE ARE HAPPY TO HELP.
We are pleased to accommodate returns and exchanges within thirty (30) days of the order’s delivery date on all hair extensions that have not been opened, worn, or tampered with. Please kindly note that all returns are eligible for exchange or store credit only.
HOW DO I RETURN MY ORDER?
All returns/exchanges must be authorized by our Customer Support Team. Please call us at 866-638-3312 or email us at email@example.com to get your return or exchange started.
DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN/EXCHANGE?
If you are returning your order for a store credit or exchange, you will be responsible for your own return shipping costs. You may use the courier of your choice to return the product(s). We highly recommend that you send your package with tracking included as we cannot take responsibility for lost returns.
WHAT DO I HAVE TO INCLUDE IN MY RETURN/EXCHANGE?
We kindly ask that you include a copy of your packing slip or order confirmation in your return package. This helps us greatly when inspecting returns by allowing us to quickly identify who the return belongs to.
Please note that the tester sample is part of the full set of all AquaLyna Hair Extensions, and is required to be shipped back with your order for a store credit or exchange. Please do not tamper with the tester weft in any way. This includes dyeing, toning, cutting, curling, straightening, and washing.
WHEN WILL I RECEIVE MY EXCHANGE?
We pride ourselves on having a speedy turnaround time. Once we receive your return and confirm that it passes inspection, we aim to have your new exchange order shipped within one (1) business day. Please note all exchange orders are shipped free of charge with ground shipping. You are responsible for express shipping costs in the event that you would like to upgrade the shipping method.
WHAT IF MY EXCHANGE IS FOR AN ITEM OF LOWER VALUE?
If your exchange is for an item of lower value, we will gladly issue a store credit for the remaining value. Both the exchange and store credit will be processed within one (1) business day of recipient and inspection.
WHEN WILL I RECEIVE MY STORE CREDIT?
Our rapid turnaround time applies to store credits as well. Once your return is received and we confirm that it passes inspection, your store credit will be issued within one (1) business day. Your store credit will be sent to your email address on file in the form of an E-Gift Card.
DOES MY STORE CREDIT EXPIRE?
Yes, your store credit expires one (1) year from the date it is issued. In the event that your store credit code is misplaced, please contact our Customer Support Team via firstname.lastname@example.org and we will be more than happy to resend it to you.
CAN I RETURN OR EXCHANGE AN OPENED SET?
No. Human hair extensions are considered to be a hygienic product by law. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers. Once your package arrives at our warehouse, it will be inspected to ensure that all packaging and bindings haven't been tampered with. If we find the packaging is damaged and bindings are unraveled, you will not receive a store credit or an exchange as we will return the product(s) to you. If you have any questions or concerns, please email our team at email@example.com.
HOW DO I KNOW IF THE SHADE IS A GOOD MATCH WITHOUT OPENING THE SECURITY SEAL?
We understand that it can be hard determining your ideal color match from your computer screen. We highly recommend investing in our Professional Color Ring to make color consultations as seamless as possible. We are also ecstatic to announce that all of our AquaLyna Extensions come with a tester sample in the top compartment of the box. The tester sample shows the exact color and length of the actual extensions. You can take out this piece to determine if the color is the perfect match.