FAQS - Ordering Questions
Why won't my payment go through?
We are sorry that you are having trouble placing your order with us. Usually, it means the billing address entered is not matching the billing address on the card you're trying to use at checkout. We haven't collected any of the money from your account if it is saying that there is a payment issue. Your bank may hold the funds for a few days as " pending", but they will clear. Try using another payment method, we have Venmo, Paypal, and Amazon Pay that you can try instead.
You can also try using a different browser (Safari, Firefox, Chrome). Sometimes your bank will block your card from being used if it's an abnormal activity for your protection, so please also check with your bank or credit card. If you are still experiencing issues, we are happy to help you place an order over the phone or help you figure out why your payment is not processing. Contact us at info@cashmerehairextensions.com, or call us during business hours at 213.222.3878.
What does backorder mean?
If an item is back-ordered, it means the item is currently out of stock but that there are shipments on their way to re-stock our warehouse and we are working hard to get them to you ASAP. Some of our hair extension shades and lengths may sell out quickly and temporarily be on backorder.
We will do our best to estimate when back-ordered items are expected to ship, and post this information on the website. Shipping dates are an estimation only, subject to change, and shipping dates are not guaranteed.
Should I order a back-ordered item?
YES! Ordering an item that is currently on back order is a worry-free way to ensure that you will get the new inventory first and that the item which you ordered will be sent out to you as soon as we receive it.
I want to order other products, when will those ship?
Items you order in addition to the back ordered item will be shipped with your back ordered item. If you would like to receive them sooner, please place a separate order.
When will my items on backorder ship?
The back-ordered items will automatically ship out as soon as we receive the item in the order in which they were placed.
How will I know when my order ships out?
You will be notified with a confirmation email once your back-ordered items have shipped. You will not need to contact customer support or do anything to follow up on the back-ordered item. We will take care of it for you from here on out!
Can I upgrade my shipping to a quicker shipping option?
Yes, you can upgrade your shipping to receive your order faster once we have it back in stock. Shipping costs will not be refunded for back-ordered items, even if you select the Express Shipping option. Please call our customer service at 213.222.3878 or email us at help@cashmerehairextensions.com for assistance with upgrading your shipping.
Can I change my order to another length that is in stock?
If you are in a hurry to receive your extensions from us, we can assist you with changing your length or shade to one that we have in stock if you would like to get a different one. Call us at 213.222.3878 or email us at help@cashmerehairextensions.com for assistance with making changes to your order.
How can I cancel an order?
To cancel an order you have placed with cashmerehairextensions.com, you must contact customer support by email at shipping@cashmerehairextensions.com or by phone at +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.
Does Cashmere Hair have a return policy or exchange policy?
Yes, we are proud to offer a return policy on unopened hair extensions only (swatches & brushes are not returnable). Cashmere Hair offers the highest quality hair extensions available on the market. We understand that there may be a case in which you need to return or exchange your order. We are more than happy to accommodate returns and exchange within 7 days of receiving your order, on hair extensions that have not been opened, worn or tampered with.
The following items are final sale:
- The Cashmere Hair Brush
- Swatches
- Swatch Rings
- The Luxury Bag
- Extension Shine Spray
Cashmere Hair Extensions are specially packaged and sealed with 2 SECURITY SEALS to identify if the extensions have been taken out of the packaging. The security seals must be intact, extensions must be in all of its original packaging & not be removed from the white backing to which they are attached, and must also be still in the hair net.
What if my order is defective or my extensions are missing a clip?
If a product is defective please send a photo of the defect along with a description to customer service at info@cashmerehairextensions and we will gladly help you to resolve the issue. Although it’s an inconvenience, broken clips are an easy fix, as there are 2 extra clips included with each set of hair extensions & instructions HERE on how to replace the clips so that you can start wearing your Cashmere Hair asap.
Why are Cashmere Hair Extensions not exchangeable/returnable if opened?
Please understand, human hair extensions are a hygienic product. We always take matters of hygiene and public safety seriously and DO NOT ALLOW opened items to be returned for the safety reasons. This is an industry standard, & other hair extensions suppliers do not allow returns of opened items for the same reasons.
How do I make an Exchange/Return?
- The Hair Extensions must be in their original, unopened packaging, and you must have the original invoice sent with your order.
- Email us first at info@cashmerehairextensions.com within 7 days of receiving your order. This email must contain the following information:
- Your order number
- If you would like a Return or an Exchange.
- Detailed reason for return or exchange.
- After reviewing your request we will email you an Return Merchandise Authorization (RMA) form which needs to be filled out and included with the return.
- All Cashmere Hair Extensions must be shipped back unopenedin the original packaging. The packaging must not be opened, torn or defaced in any way or a return will be issued. All returns must be accompanied by a copy of your invoice & RMA form.
- We will then provide you with our return address on the RMA form where the returned items will be inspected to see if you qualify for a return/exchange. Opened merchandise will not be refunded & will be returned to you.
- Any returns without a RMA will be rejected and sent back. Please note, there is a 15% restocking fee for all refunded orders. There is no restocking fee for exchanges on hair extensions as long as the hair extensions are not opened and in the original packaging).
- Shipping costs for returns & exchanges are your responsibility to ship back to Cashmere Hair. For all domestic orders, the exchange will be sent back to you free of charge for shipment of the exchanged item(s). For all international orders, a flat rate of $25.00 will be charged to you for shipment of exchanged item(s) & you do not have to ship the Black Box back to us. Please keep that to lower your shipping cost to us.
When will I receive my refund?
A full refund will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the packaging which is protected by the 2 security seals.
When will I receive my exchanged items?
Once we have received, inspected and confirmed that the returned hair extensions were notopened and taken out of the packaging which is protected by the 2 security seals, and the RMA form is reviewed you will receive an email requesting payment for the shipping balance before your exchange will be sent back to you. To ensure that your exchange is correct, please order the swatches that you think would be a better match to ensure the perfect exchange. The faster that you complete this step, the sooner you will receive your new set of Cashmere Hair. If you would like Express Shipping, and for International deliveries, please see RMA form for more information.
What is the return/exchange period?
We will provide a full refund on unopened hair extensions within SEVEN (7) days of the date that you receive your hair extensions.
May I return/exchange Cashmere Hair Extensions without contacting you or getting an RMA?
No. You must contact us prior to shipping your return back to us. The RMA must accompany your return/exchange to facilitate tracking of your returned product and to expedite your refund. Please note that refunds/exchages for merchandise returned without contacting us will be denied as returns cannot be accepted at our warehouse.