Refund Policy

SHIPPING: Due to global health events beyond our control, DHL, USPS, and FedEx are currently experiencing shipping delays. Your package may be held by the carrier for delivery at a later date while they work to keep safety top of mind. Please be sure to monitor your tracking details once your order has been shipped by our team, and reach out to the carrier for more details if your order is delayed.

RETURNS: Our returns window is set to 30 days. To increase safety standards, received returns will be quarantined at our shipping facility for 3 days before they are processed. Please allow at least 6 business days for your return to be processed by our team. Refunds will appear back to the original payment within 7 business days depending on your bank's clearance times.  

INTERNATIONAL CUSTOMERS: We ask that all international customers take note of your own tracking information and receipt as we won't be able to track or monitor this for you. International return packages can take 4 weeks or more to reach our facility. Your return may be delayed in getting back to us due to delays with international carriers.

Our customers and our team remain our top priority. We will continue to update our website if any additional delays are expected.

 


BOOK A RETURN NOW:

Please follow the instructions, depending on your order number. Please use Chrome or Firefox for the best experience.

1) Order number starts with #

If you have ordered from our US store and your order number starts with # 

  • Please email hello@hairhearts.com to begin the return process.

 

 

RETURNS INFORMATION

  • Items can be returned within 30 days of delivery for exchange, gift card or refund. This includes sale items.
  • Items must be received in original condition - unworn, unwashed, with all tags still attached.
  • For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools 
  • We process all returns within 6 business days of receiving your items. We will send you an email with the details of your processed return.
  • Please email hello@hairhearts.com if you believe your product is damaged or faulty. We will treat this with the highest of priority.
  • If you have paid original postage to receive your order and a return is made then this is non-refundable.
  • Hair Hearts is not responsible for non-Hair Hearts items mistakenly returned, and may not be able to recover these items.
  • If you have not received your return label, please wait 24 hours before reaching out to our Customer Experience team.

 


FREE EXCHANGES

  • If you would like to make an exchange, please complete the request when booking the return.
  • Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchanges.
  • Any exchanges requested that we do not have in stock will automatically be issued as a refund.
  • Exchanges are processed for the discounted amount paid for each item and we cannot honor a new discount code for exchange requests of different items.

 


REFUNDS

  • Refunds are now offered on all orders. Simply opt for the refund when booking your return. 
  • We'll deduct $6.95 from the refund for use of our return shipping label.
  • Depending on your payment method, funds may take up to 7 business days to post to your account.
  • All refunds will be processed back to the original payment method used to place the order. 

 


REFUNDS WITH SEZZLE

  • When using Sezzle, you have the option to return one or all of your items for a refund.
  • We'll deduct $6.95 from the refund for use of our returns shipping label. Therefore you will still have to pay $6.95 with Sezzle.
  • If you return your items before your first Sezzle payment is due you, these amounts will be removed from your Sezzle plan and you will not have to pay for them. 
  • If the payments have already been made when you return the items, the amounts will be removed from your Sezzle payment plan and/or the initial payments refunded.
  • It's important to keep up your Sezzle payments while your return is in transit back to us as Sezzle charges late fees for any overdue payments!
  • If you have purchased multiple items but only wish to return certain items and keep your favorites this is still fine! We'll just remove the items you have returned from your Sezzle payment plan. Your original installment amounts will remain the same and your final payment/s will be less or cancelled depending on the return amount. You can log in to your Sezzle account to view your updated payment schedule at any time! Easy!

 

INTERNATIONAL RETURNS

  • To begin the return process, please submit your International USA Hair Hearts order via the chat bubble at the bottom right of the website.
  • USA returns shipping address can be automatically generated by messaging us via the chat bubble at the bottom right of the webiste.
  • Please note: International orders may be returned for a full refund; however, international customers are required to cover the return shipping cost.
  • We do not provide exchanges or store credit for international orders at this time. 
  • Duties, taxes, and VAT are not refunded on international returns.
  • Be sure to include the pink flyer with your order number in your package.
  • Please take note of your own tracking information and receipt as we won't be able to track or monitor this for you. International return packages can take 4 weeks or more to reach our facility. We aim to process your return within about 6 business days of receiving the package.
  • COVID-19 UPDATE: Due to global events beyond our control, your return may delayed in getting back to us.
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