Frequently asked questions about exchanges and returns process
1. WHAT IS THE EXCHANGE / RETURN PERIOD?
We will provide an exchange or return within 60 days of the date that you receive your order on eligible hair extensions that have not been opened, worn or tampered with.
2. HOW DO I KNOW IF IT’S THE RIGHT SHADE & LENGTH FOR ME?
Each full set of regular shade & length Cashmere Hair comes with a tester piece, which you can take out to determine if the color and length is a good fit for your hair.
3. DO I HAVE TO PAY FOR THE SHIPPING OF MY EXCHANGE / RETURN?
Yes, you are responsible for all your shipping costs back to us. We recommend that you send your set back with a tracking option, because Cashmere Hair will not be responsible for lost packages. INTERNATIONAL: Please write "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.
4. WHAT ITEMS ARE ELLIGIBLE FOR RETURNS/EXCHANGES?
- Custom Lengths are final sale, no exceptions.
- The following items are FINAL SALE, One Piece extensions, Wrap Ponytails, Cashmere Hair Brush, Swatches, All Color Rings, Luxury Storage Bag, Extension Shine Spray, Hair Care Set, Smooth & Shine Set, Deep Treatment, Limited Edition Color Clip-In Extensions, Peek-A-Boo Clip-In Extensions, 3 Step Maintenance Kit, Store & Care Set.
- Any purchase using a promotional code for a Free Product must also include the free product upon return. Full purchase price of free product will be deducted from your final refund if you decide to keep the item.
5. CAN I RETURN EXTENSIONS IF THEY HAVE BEEN ALTERED?
All items will be inspected upon receipt to see if you qualify for a return/exchange. Altering the hair in any way is at your own risk, therefore you can not make a return or exchange once the hair has been altered. Altering includes cutting, trimming, razoring, removing clips, toning, dying, coloring, purple shampoo, color depositing products, perming, chemical straightening, swimming in chlorine water & more.
6. HOW DO I SUMBIT AN EXCHANGE/RETURN REQUEST?
Fill out the RETURN SLIP included with your delivery, or log into your your online account and submit for a return or exchange before shipping your item back to us. If you do not submit a return request/slip your item may be rejected and shipped back to you. A copy of your invoice must accompany your return/exchange.
If you need assistance, contact us prior to sending your exchange / return.
1.) To request a return of one or more items in an order, login to your account and navigate to “My Account”.
2.) Navigate to the Completed Orders section and click on the “Return Item(s)” button (far right).
3.) In the next screen select the products you want to return using the “Qty. to Return” drop down boxes, choose the “Return Reason”, the “Return Action”. Use the “Comments” box for any additional details regarding your request. Click on “Submit Return Request”.
7. WHY ARE CASHMERE HAIR EXTENSIONS NOT ACCEPTED BACK TO US IF OPENED?
Cashmere Hair Extensions may not be returned or exchanged if opened or tampered with. No exceptions will be made. Human hair extensions are considered a hygienic product. This is an industry standard and other hair extensions suppliers do not allow returns of opened items for the same reasons.
8. WHAT IF I WAS SHIPPED THE WRONG PRODUCT?
If you receive the wrong product we apologize and we will do our best to quickly fix our mistake. Please contact us asap at firstname.lastname@example.org or 213-222-3878 with your order number and detailed information. We will be happy to make it right.
9. WHAT IF MY HAIR EXTENSIONS HAVE A BROKEN CLIP?
There are 2 extra clips included with each set of hair extensions & instructions are HERE. You may also contact us & we can repair it for you.
10. REFUND INFORMATION:
There is a 10% restocking fee for all returns that will be automatically deducted. A refund will be issued to your original payment method after your return has been approved. Refunds for orders purchased with Cashmere Hair Gift Certificates will be issued as a Store Credit can be accessed by logging into you online account.
11. PLEASE SEND RETURNS / EXCHANGES TO:
2647 Gateway Road
Carlsbad, CA 92009
12. EXCHANGE / STORE CREDIT INFORMATION:
Store credit will be issued to your online account for exchanges once your item is received. Exchanges and returns take 2-3 days to process once we receive it.Call our customer service if you would like an expedited exchange. Store credits may be issued to your account without notification. You can view your store credit by logging into your online account.
To apply store credit to an order when checking out, you need to log into your account. Once logged in you will see the available store credit listed in the “My Account” menu. When you go to check out, you will be given the option to use the store credit to pay for your order or to use an alternative payment method and save the store credit for a future purchase. See images below:
13. ORDER CANCELLATION POLICY:
To cancel an order you have placed with cashmerehairextensions.com, you must contact customer support by email email@example.com or by phone (+1) 213-222-3878 before it has been shipped. Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped. When contacting customer support to cancel an order, please be ready to provide your name, the order number, and your contact information. Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund.
14. DELIVERY REFUSAL / FAILURE TO RETRIEVE:
When a customer places an order online and then subsequently refuses to accept delivery of the order, and for any other reasons that are attributable to customer error, the customer will be assessed a 10% restocking fee and full shipping charges.