Most Frequent Questions
How long does it take?
Do you offer same delivery or pick up?
How can I track my order?
Track and follow the prompts.
If your item was not sent via Australia Post please contact our customer support.
Can you help me match my hair color?
What is your return policy?
Return Terms & Conditions
In order to receive an exchange or refund the item must be returned in original condition, unused, and in undamaged packaging. Hair extensions must still be attached to the cardboard packaging as they originally were. If you are not completely sure you will keep your item please do not detach from packaging as this may void your exchange or refund. We do not take any responsibility for unsatisfactory results achieved from dying or toning HHEO extensions. This is because we cannot guarantee the products you are using will work with our extensions or the process in which the product was used. 99.9% of customers have no issues, but there are odd cases where the desired result is not achieved.
We are happy for you to feel the hair and hold next to your hair for colour matching but do not detach from cardboard packaging or install the extensions as this will void your exchange or refund. In order to check the hair, you can simply remove the hair from the PVC packaging as it is sealed with press stud buttons. If you are not satisfied you can simply place the hair back in the packaging and return it. You will be given a full refund minus the initial shipping cost (whether you originally paid for shipping or not). No refunds or exchanges will be given for sale items.
Return / Exchange Process
If you fall into the policy guidelines above, please return your hair quoting your order number, order name and reason for returning. For exchanges, please include a pre-paid return postage envelope from Australia Post in the package as the buyer will be responsible for shipping both ways.
For international returns, any import/ export duties or other taxes will be paid by the buyer.
Our address is:
Human Hair Extensions Online Returns
PO BOX 7205
WETHERILL PARK NSW 2164
How can i exchange/return an item?
Please contact customer service and discuss why you would like to return the item. If you fall into the policy guidelines then you will receive a returns reference number. Please include a pre-paid return postage envelope in the package as the buyer will be responsible for shipping both ways unless it is our error. Initial shipping and handling fees will not be refunded regardless of whether you paid for the shipping or it was free of charge.
Can you help me choose the right set for my hair type?