Shipping, returns and the honest small print.

Orders are packed and shipped from New York. You get a confirmation email when the order is placed and a second one, with tracking, when it leaves.

Processing time is CONFIRM: how many business days before an order ships business days, separate from the time the carrier takes to deliver.

Delivery is CONFIRM: carrier and delivery window, and the shipping price.

Check your address before you submit. An order sent to an address you entered incorrectly is not replaced free of charge.

Once a parcel is handed to the carrier it is in their hands. If tracking stalls or the parcel is marked delivered and is not with you, contact us and we will help you open a claim.

For hygiene reasons, hair can only be returned unopened, unworn and in its original packaging, with the ties and wrap intact. This is standard across the industry and it is not negotiable.

Once a bundle has been cut, coloured, washed, brushed out or installed, it cannot be returned or exchanged, regardless of the result.

Returns must be requested within CONFIRM: return window in days from delivery of delivery, and the return shipping is CONFIRM: who pays return postage.

If an order arrives wrong or damaged, photograph it before opening anything further and contact us the same day. That gets sorted properly and at no cost to you.

Refunds go back to the original payment method once the return is received and checked.

Length is measured straight. Curly and wavy textures finish shorter once installed, so check the FAQ before you choose.

Screens show colour differently. Small variation in tone between bundles and what you saw online is normal and is not a fault.

If you are unsure about length, texture or bundle count, ask first. A question costs nothing and a return costs you postage.