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.