- Placing an Order
- Order Processing
- Shipping Information
- Order Tracking
- Color Selection and Ordering Policies
- Additional Shipping Information
- Cancellation or Change of Order
- Theft and Fraud
- Changes to Policy
PRIVACY & SECURITY
We use VeriSign Secured SSL encryption to protect your personal information and credit card secure from theft. Your personal information and credit card information are protected and sent safely when you shop with us. We will never distribute your personal information in any way other than to process your order.
Full Security Policy
PLACING AN ORDER/PAYMENTS
Choose your item(s), quantity and color choice from the product page of item(s) you wish to purchase. Click Add to Cart, checkout and that's it.
Orders are pre-authorized only upon order placement. We do not charge for your order until it begins processing. If for any reason your order is cancelled, we immediately void your pre-authorized amount, however the amount will continue to show pending on your account, which will drop off in several business days, or as per your credit card bank's policy in releasing funds to you.
PAYPAL PAYMENTS: We advise you have a VERIFIED account to avoid any possible delays or cancellation of your order.
We Accept The Following:
Both your billing and shipping information must be on file with your credit card issuing bank. If requesting shipment to an address other than your billing address, if the address is not able to be verified, we reserve the right to ship to the verified billing address, or cancel your order.
Orders are processed Monday to Friday only. Orders placed by 10am CST begin processing the same business day, orders received after 10am CST begin processing the following business day.
- Standard shipping: requires a 2-3 day processing time-frame prior to shipment. Items in stock generally ship the same business day.
- Express and Expedited Shipping: begin processing the same business day if received by 10am CST. Applies to in stock items only.
- FREE - Ground Shipping orders $50+ promo code: Freeship (U.S. Orders only. Not able to be combined with other promotional offers or coupons.)
- Standard Shipping [5-8 Business Days] - $8.95
- Express Shipping [3-5 Business Days] - $30.00
- Expedited Shipping [2-3 Business Days] - $42.00
- Priority Air Mail Canada - [8-14 Business Days] - $29.95
- International Shipments - [Approximately 8-14 Business Days] Shipping and handing fees automatically calculated at checkout.
GROUND SHIPPING ONLY ON:
Aderans brands which include (Rene of Paris, Noriko, Amore,) as well as Louis Ferre, Ellen Wille and all wet wig care products.
We are required to collect sales tax for orders shipped in Texas. The appropriate tax will be added and displayed with your order total prior to completion of your order.
- Shipment/order arrival timeframes are approximate and may be subject to delays incurred the the 'shipping carrier,' which we have no control over.
- Order processing timeframes are subject to in stock availability. If any item(s) out of stock, expect a minimum of a 1-day delay in processing. You will be notified if the case.
- We do not ship to APO or FPO addresses. Shipments to AK, HI, PR, and PO Boxes ship Standard Shipping only.
REGARDING INTERNATIONAL SHIPMENTS
Customer is responsible for any additional duties, taxes or charges that Customs may charge you in your country of origin. We declare order amount of your purchase. Packages exceeding 2 pounds in weight or shipping to remote destinations may require additional shipping fees. If the case, we will notify you by email or telephone to inform of any additional shipping charges prior to order processed or shipment.
Due to the nature of the hair industry, non U.S. orders are final sale and do not qualify for return or exchange. The items we sell are quality control checked prior to shipment.
International orders, we recommend using paypal as your method of payment to not delay processing or possible cancellation. Any shipments returned to us an undeliverable based on incorrect address, or shipments returned as unclaimed are subject to a 50% restocking fee.
Orders are shipped via UPS, Fed-Ex. and USPS Priority mail. International shipping via Priority Mail International.
Upon shipment of your order, you'll receive and email containing your tracking number. Simply click on the tracking number link to follow your order in transit. A signature is required at time of delivery.
NEED A RETURN? HERE'S HOW:
1) CLICK ON OUR EMAIL (WITHIN 5-BUSINESS DAYS OF YOUR ORDER DELIVERY DATE) TO REQUEST AN RA NUMBER PRIOR TO SENDING ITEM(S) BACK. NOTE YOUR ORDER NUMBER.
- You'll receive a response email from us with your RA number (same day, or within 24 hours.)
2) MARK YOUR 'RA' NUMBER ON THE OUTSIDE OF YOUR RETURN SHIPPING BOX TO AVOID REFUSAL.
3) FILL OUT YOUR RETURNS FORM RECEIVED WITH ORDER - CHOOSE 'ONE' OF THE FOLLOWING OPTIONS:
- STORE CREDIT:
- Return your item(s) for store credit to be used on a future purchase. Store credit is not refunded to your credit card but held on account for your use.
- Restocking Fee: 10% of original price (before any 'promotional' discount received with your order if applicable.)
- Restocking Fee: 15% of original price (before any 'promotional' discount received with your order if applicable.)
- $8.95 standard reshipping deduction (if order was shipped under our free standard shipping offer.)
- Any promotional items received with your order must also be returned, or retail cost of the item will be deducted from your return credit.
- Item(s) must be received back no later than 10-business days of your issued RA.
- Customer is responsible for return shipping fees in sending back.
- Allow up to 7-business days for requests to be processed.
Items sent back must be in factory brand new condition with all original packaging in tact without any rips, tears, crushing, all tags still attached, and without signed of brushing, combing, wear or odors. Less than brand new received back will be refused and returned to you at your own expense.
FINAL SALE ITEMS:
Henry Margu, Louis Ferre brands, wig care items, headwear, costume wigs, color rings, sale clearance items, price matched and non-domestic U.S. orders.
DEFECTIVE, INCORRECT MERCHANDISE, OR OTHER ISSUES ORDER RECEIVED:
Upon order arrival, check your item(s) immediately. If any issue with order received, email us no later than 3-business days of your order delivery date to request an RA. Clearly state in your email the issue with order.
Our policy in contacting us within the time-frame noted will not be wavied. Why? Because we as the distributor, are also held to cut of times by the manufacturers of the brand we carry to notify them.
NOTE: item(s)/orders are video-taped for quality control and accuracy, both outgoing (shipment to you,) and incoming (from you back to us). Deemed necessary for security measures for both you the customer, and us as the merchant, in keeping both parties 100% accountable. Do not purposely inflict damage on an item in an effort to avoid return restocking fees, or feel 'defect' is simply not liking a style. We're aware when items have been tampered with and when they meet manufacturer specification/standards. As shipments are cross checked against video taken of original outgoing shipment, our policy is strict and the standard high on what is deemed as a defect, or item(s) ever been originally shipped incorrectly or with quality issues.
Return shipping fees are to be paid by the customer when sending back. Collect shipments are refused. Merchanside MUST be received back no later than 10-business days of issued RA.
If upon inspection, an item is found to have an issue, your return shipping fee is credited back to your credit card used to pay for original order. The item/order will be replaced ONLY with the corrected or EXACT style or color ordered at no cost to you. Item(s) sent back found damaged as a result of customer misuse, or sent back with signs of wear, odors brushing or combing, excessive treatment, or switched on purpose will be returned to you at your own expense. Any item(s) after inspection found to be correct per manufacturer specification will be processed as a return with the applicable return restocking fee(s) applied and without refund issued of your return shipping cost.
COLOR SELECTION AND ORDERING POLICIES
Much work goes into the color swatch images displayed on the product pages for the brands we carry. Please keep in mind, there is simply no way colors can show as "true to life color or trucolor" as is said. Limitations such as screen resolution, lighting you are physically standing/sitting in when viewing, as well as a multitude of other subjective factors makes the realm of colors a difficult process in choosing.
If requesting a return versus store credit in returning items, as restocking fees are part and parcel in the hair industry, not only applicable to you, the customer, but to us as well, the distributor (by the manufacturers), our noted restocking fees do apply. They are not in place as a penalty or way for us to make "extra money," they are our agreed upon policy when you shop with us, and will not be waived.
If in doubt of your color choice, please purchase a color ring or send us a hair sample for a complimentary color match ahead of time. More on color match help can be found HERE
ADDITIONAL SHIPPING INFORMATION
We do not take responsibility, nor is a refund issued in the instance of order delays due to weather delays, natural disasters, holiday schedules, or a shipping carriers rescheduled delivery date implemented at their discresion.
Orders sent back as refused, unclaimed, return to sender at customer's request, or as 'bad address' information provided us when the order was placed, note, when you place and order, you are agreeing to acceptance of the merchandise ordered, as well as providing accurate shipping information. These orders will incur an automatic 30% restocking fee and the remaining balance credited back to your account.
Any returned shipment as a result of an error on our part, the order will be reshipped at no cost to you.
E-GIFT CARDS CERTIFICATES:
In the instance a shipment does not arrive, yet the tracking information shows delivered, we consider the order delivered. For claims of non-delivery, please contact the shipping carrier directly and provide them your tracking number. They will provide you the information necessary in how to file a "lost mail/package" report and investigate your claim.
Orders with signature confirmation upon delivery, any signature for an order other than the intended recipient is deemed as mail fraud by the party that signed. We do report mail fraud in every instance.
CANCELLATION OR CHANGE OF ORDER
Once an order has been placed, it begins processing and is not able to be cancelled or modified. If a mistake was made in a style or color chosen, or you've changed your mind, you will need to wait until your order has been delivered. Once delivered, email us no later than 3-business days of your order delivery date to request an RA (Return Authorization). The return restocking fees apply and will not be waived, including any refused shipments. Why? As the distributor, we are charged restocking fees by the manufacturers as well, which is why restocking fees exist.
THEFT AND FRAUD
If unhappy with our products or service, contact us directly. We are happy to work with you to resolve any issue. If we receive a notification of a chargeback (disputed) charge by your credit card company and you've not shown any effort or willingness to contact us prior to doing so, it indicates you are not willing to allow us an opportunity to assist in resolution, and your actions deemed under intent of theft/fraud. In kind, it gives us permission to issue you a bill for both your purchase amount and recovery fees in the amount of the reversal amount by your credit card company. As the customer, you are responsible for the bill to be settled within 30-days. If the bill is not paid, your information is placed with a third-party Collection Agency and your delinquent debt submitted to the three major credit bureaus.
Theft and credit card fraud with not be tolerated. If you intend to purchase our products with the intent of creating a false chargeback, the process outlined will be followed, and or YOU WILL BE PROSECUTED.
CHANGES TO POLICY
We reserve the right to periodically make changes to our Store Policy and Returns & Exchanges Policy. Please check back for updates and or changes if you shop with us on a regular basis.