The below terms apply to any products sold on this website
RETURNS AND EXCHANGES
Clip In Extensions:
Our clip in extensions is delivered with a security seal (gold strings), allowing you to check the colour and exchange them if it is incorrect. Please do not open, break or cut this security seal, as the return and exchange policy will be void and you will not be able to exchange them or return them for a refund.
Tape In Extensions:
For tape in hair extensions return, please ensure that the extensions pack is not opened or loosen (gold string must still be intact to keep all the tapes together) as the return and exchange policy will be void and you will not be able to exchange them or return them for a refund.
Our Volumizers are final sale items as they do not come with a tester colour match weft. Please ensure you have selected the correct colour or chat with us on our social media Pages for assistance on colour match. No returns or refunds will be accepted for this product
Our ponytails are final sale items as they do not come with a tester colour match weft. Please ensure you have selected the correct colour or chat with us on our social media Pages for assistance on colour match. No returns or refunds will be accepted for this product.
Lashes, Lash liner & haircare:
Our lashes, lash liner & haircare are final sale items. No returns or refunds will be accepted for this product.
The process of returning & refunding your order
In the unlikely event that you would like to return your order and receive a refund, the following steps must be followed:
Only orders that have not been opened, worn or tampered with will be accepted for a refund.
- We only accept refund or exchange requests via email and not through any of our social or review platforms. Please email us at email@example.com with your order number and that you would like to receive a refund or do an exchange.
- Please ensure that you have not opened, tampered or used the top part of your clip in hair extensions or opened your tape in hair extensions package (we do not accept used or opened extensions back, due to hygienic reasons).
- You have 15 days (normal days, not working days) from receiving your order to let us know about an exchange or return, and then 7 days for your order to be received back by our office, after this time, the refund policy is void.
- You will be liable for your own return shipping fee. We highly recommend that you track your return order as we do not offer refunds when orders are not returned to us
- After you send your email with your order number, one of our staff members will happily help you with this process and supply you with a return address
- Once your order is received by our office, our team will investigate the hair, to ensure it has not been used or opened or tampered with
- You will receive a confirmation from our team with the status of your refund
- The refund will be done within 7 working days after our team member have confirmed a refund with you
- A shipping fee of £9.00 will be subtracted from your refund (this is the initial shipping fee that we incurred to deliver your parcel)
- If you have paid via Clearpay, Klarna, Laybuy or Paypal a 8% handling fee will apply as all these platforms charge a transaction handling fee and is not refundable to us (even if you request a refund from us)
Delivery charges are as follows:
UK Deliveries - £9.00
USA Deliveries - £15.00
Rest of world - £19.00
Your refund will be done on the spent amount, we cannot be held accountable for any bank charges or credit card charges from your bank and we also cannot be held responsible for any fluctuation in currency exchange that may have occurred.
Erabella hair reserves the right to refund any order on its own discretion.
If you have made a purchase using your credit card, Visa, Amex, Mastercard a re-stocking & return fee of 4.5% will apply
Pre-Order refund policy
In the event of a pre-launch offer, no refunds will be accepted, but color exchanges or store credit will be allowed. A pre-launch offer will be marked clearly on the product page with an expected delivery date. The delivery date an indication on when the stock is expected to arrive, but Erabella cannot be held responsible for any delays at customs or shipping.
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(s) 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 will be subtracted from your refund including the above refund charges. The below charges apply:
- Repair & Shine Oil - £24.00
- Lashes / Lash Liner / SLEEK Hair Wand - £12.50
- Any Shampoo/Conditioner - £18.50 each
- Hair Clips - £12.50
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)
The value amount of the free gift is based on the full price as displayed on the website and not a sales price if this specific gift/product is on sale
For any questions, please contact us
Please get in touch with us by email at firstname.lastname@example.org and we will contact you within 24-48 hours. (Business days)
Extensions dyed and damaged at the salon
If you choose to dye your Erabella Extensions, it is done at your own risk. Our extensions can be dyed or toned but it is not recommended as with your own hair, the process of dying or bleaching your hair is very damaging. When deciding on colouring your extensions, please ensure this is done by a professional using salon professional quality products. Rather make sure you choose the correct colour. If you choose to cut or colour 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.
Tape In Hair Extensions Policy
Once permanent hair extensions are installed, we are unable to offer a product guarantee as we have no control over where or what the extensions are exposed to when the application is done. We also have no direct control on the quality of the work carried out in the installation process. We do not offer any refunds on opened or used tape in hair extensions. In the event that your tape ins are unused and still in its original packaging, absolutely will we offer you a full refund.
Do you need assistance for returning your order? No problem, we are happy to assist you. If your hair extensions colour doesn’t match, we can assist you straight away with a colour match to ensure the exchange order is perfect, simply include this in your return email.
Just follow these easy steps:
- Please ensure you have read through the return policy above
- Please email us at email@example.com
- In your email, please ensure you include - (1) Your order number (2) Photos of the package showing it is still enclosed and not used (3) Are you wanting an exchange or a refund
Once we have received all your above information:
- Our support team will get in touch,
- They will supply you with a return address
- Once we receive your item back to our warehouse in an unused & unopened condition our support team will process your exchange or refund
- Refunds will be processed within 5 days of receiving your item to our warehouse
It is as easy as that!