Refund policy

We want you to feel confident choosing your hair. Please review this policy before placing an order, and contact us if you need help selecting a product.

RETURNS
You may request a return within 30 days of delivery. To be eligible, the hair must be unworn, unwashed, uninstalled, undamaged, and unaltered, with all original packaging. Any lace must remain uncut. Hair that has been cut, colored, bleached, chemically processed, or otherwise modified is not eligible for a standard return.

Please contact us before sending an item back. Approval to send a return does not guarantee store credit; we must inspect the item after it arrives to confirm that it meets these conditions.

STORE CREDIT & EXCHANGES
Eligible returns are issued as store credit only. We do not offer a refund to the original payment method for a standard return. Store credit does not expire.

If you would like a different length, color, texture, or eligible product, request a return first. Once the returned item has been received, inspected, and approved, we will issue store credit for you to use toward a new order. We do not process direct product swaps.

FINAL SALE ITEMS
The following items cannot be returned or exchanged under our standard return policy:
- Custom color orders, including specially requested balayage, ombré, or other custom colors
- Sale or discounted items, unless otherwise stated at the time of purchase
- Hair that has been worn, installed, washed, damaged, cut, colored, processed, or altered
- Items that do not meet the return conditions above

If you or a third party alters the hair after delivery, we cannot take responsibility for the resulting color, texture, or condition.

DAMAGED OR INCORRECT ITEMS
If your order arrives damaged or you receive the wrong item, please email us within 48 hours of delivery at ophelie.kacoutie@outlook.com. Include your order number and clear photos showing the issue.

We will review the circumstances and provide instructions. If we confirm an error on our end, we will arrange an appropriate resolution, which may include the correct item, a replacement, store credit, or a refund where required by law. You will not be responsible for return shipping when we have sent the wrong item.

HOW TO REQUEST A RETURN
Email ophelie.kacoutie@outlook.com within 30 days of delivery with:
1. Your order number
2. The full name used on your order
3. Your reason for requesting a return
4. Clear photos showing the hair's current condition
5. Photos of the original packaging, where applicable

We review return requests within 1–2 business days. Return requests sent through Instagram DMs, text messages, or other social media channels will not be processed.

Please don't ship an item back until we have reviewed your request and sent return instructions. Items sent without approval may be refused.

RETURN SHIPPING
For an approved standard return, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as store credit can only be issued after the item has arrived and passed inspection.

International returns must meet the same eligibility conditions and be requested within the 30-day window. International customers must use a trackable shipping method and provide proof of shipment. Original shipping charges and return shipping costs are not included in the store credit for international returns.

YOUR LEGAL RIGHTS
This policy applies to standard returns and exchanges. It does not limit any cancellation, refund, or other rights you may have under applicable consumer protection law.

Questions? Email ophelie.kacoutie@outlook.com before placing your order or requesting a return.