1. Do you offer a return and exchange policy?
We are pleased to say that we do offer a return Policy. We are happy to accommodate returns and exchanges of products which have not been opened, worn or tampered with. Our clip in extensions is delivered with a test weft, allowing you to check the color and exchange them if it is incorrect. For tape in hair extensions return, please ensure that the extensions pack is not opened or loosen. You will just be responsible for return courier charge. Our return rates are remarkably low, as we offer high-quality hair extensions.
2. When may I return my extensions?
If your hair extensions have not been opened or removed from the packaging, you may return them within 7 days after purchasing. We have given our clip in hair extensions a security seal which identifies if the extensions have been removed from their packaging. When returning your extensions, please ensure that your test color sample is also included and not removed. When returning your tape in hair extensions, please ensure that the tape ins are unopened and that the gold string is not cut.
Once receiving your order back, our team will investigate the hair to ensure that the hair was not worn or opened, once our team has confirmed that it is unopened a refund will be made within 7 working days.
3. May I exchange my order?
Yes you can exchange your extensions for a different color provided the packaging has not been opened or tampered with. We use our security seal to check that products have not been removed from their original packaging. We do not offer a refund for “change of mind” decisions.
4. What if my shipment doesn't arrive back to you?
Erabella Beauty does not take responsibility for products that are sent by you. Erabella Beauty does not offer refunds for items sent back to us and that doesn't reach us. This return shipment is completely at your own risk and cost to you.I have supplied you with the wrong delivery address, now what?Erabella Beauty takes no responsibility in wrong delivery addresses. Please ensure that you have given the correct address when checking out on our website. Our courier will get in touch with you prior to the delivery, please confirm your delivery address with them.
5. Why do you not accept returns if the extensions were opened?
Our Hair extensions are considered to be a hygienic product. For the safety of you our client, we take matters of hygiene very seriously and therefore do not allow OPEN ITEMS to be returned. Most other hair extensions suppliers will not accept returns which have been opened for the same reason.
6. How do I make a return?
Please get in touch with us firstname.lastname@example.org before your 7 days return policy expires. Please include your return package with your invoice and return ship your product to the address we supply you with. Opened hair extensions will NOT be replaced.
7. Will I have to pay for my returned shipping costs?
Yes, you will be responsible for the return shipping costs. Please track your parcel to make sure we receive it. In order for us to exchange you, we would need to first receive your parcel back to ensure the parcel is unopened, not worn and not tampered with.
8. When can I expect to receive my refund?
Once the team have confirmed that your hair was not worn and have not been opened, you will receive your refund within 7 working days
9. How long do I have to return my extensions?
You have 7 days from placing your order to contact us regarding your return and 10 days from your delivery day until we receive the returned product.
10. Can I return my extensions without contacting you first?
No, you have to contact us regarding returns, so that we may supply you with the correct return shipping address and track your refund.. Our warehouse facility will not accept returns.
11. Refunding you hair extensions policy
When you decide to return your hair extensions for a full refund, please note that Erabella will subtract the initial courier charge of your delivery and a 5% merchant processing fee on your order.
12. Refund policy when paying with Laybuy or Afterpay
If you have made your purchase using Afterpay or Laybuy and wish to return your hair extensions for a full refund, please note that the above charges apply and an additional 4% merchant fee (when paying with Laybuy or Afterpay, they take a % of the order value)
13. Receiving gifts with orders
In the event that you have received a free gift with your order and you wish to return your order for a refund please note that the gift needs to be sent back with your order. The gift should not have been opened, used or tampered with. In the event you have used/opened your gift, please note that the resellers' value of this gift (as shown on website) will be subtracted from your refund including the above refund charges. If you have used/opened your gift, please do not return it, as once we receive it and the team has confirmed that the gift has been opened/used the value of the gift will be subtracted from your refund and you will not have your gift (you will then have to arrange a courier to collect your gift from our offices)
14. How may I contact you?
Please get in touch with us by email at email@example.com and we will contact you within 24 hours.
15. Returning & exchanging your product for a lower amount
When you would like to return and exchange your order for a product of a smaller value than your initial purchase, please note you will receive a credit on the store to that value to spend in the near future. Once we have received your returned order, confirmed it has not been worn, we will send out your new order and once you are happy with this new order, you will receive your custom credit code to use on anything you wish on the store
16. I had my extensions dyed and it got damaged at the salon, now what?
If you choose to dye your Erabella Extensions, it is done at your own risk and is not recommended as with your own hair, the process of dying or bleaching your hair is very damaging. Rather make sure you choose the correct colour. If you choose to cut your extensions we cannot accept them back as a return or exchange. We will not refund products that have been altered with in any way.