Customer Service Center | ONYC Hair Extensions

Terms & Conditions

Conditions of Use

Welcome to the ONYC® International Web site. Please carefully read below as it contains important details about your rights and obligations as well as limitations and exclusions that may apply to you. By using this Web site YOU AGREE TO BE BOUND BY ITS CONDITIONS OF USE (explained below), PRIVACY POLICY, and all disclaimers and terms and conditions that appear elsewhere on this ONYC International Website. ONYC International reserves the right to make changes to this Web site and its Conditions of Use at any time. Each time you use this site, you should visit and review the then current Conditions of Use, and Privacy Policy that apply to your transactions and use of this site. If you are dissatisfied with ONYC International Web site, its content, or Conditions of Use and Legal Notices, you agree that your sole and exclusive remedy is to discontinue using ONYC International Web site at this time.

User

Tampering with the site, misrepresenting the identity of a user, or conducting fraudulent activities on the site is prohibited. All intending customers of ONYC International must register on our site and have an account in other to place an order. We only allow one account per user. Please note, though you can change the email, you cannot change your username on your account so ensure you use your preferred username to register on our site.

Right to Change Sites

ONYC International reserve the right, at any time in our sole discretion, to: modify, suspend or discontinue the Sites or any service, content, feature, or product offered through the Sites, with or without notice; modify and/or waive any fees charged in connection with the Sites; and/or offer opportunities to some or all users of the Sites. You agree that we shall not be liable to you or to any third party for any modification, suspension, or discontinuance of the Site, or any service, content, feature, or product offered through the Sites.

Site Contents

The Sites and the Contents are intended solely for personal, non-commercial use. You may download or copy the Contents and other downloadable materials displayed on the Sites for your personal use only. No right, title, or interest in any downloaded Content is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or exploit in any way any of the Contents or the Sites. Unless otherwise specified, the Sites and the Contents are intended to promote ONYC International products and services. The content on this site does not constitute professional advice. You should consult with your professional hairstylist, cosmetologist, or dermatologist. ONYC International is not responsible for any medical or health problems that may result from your engaging in any activities described on this site or from any information you obtain from this site.

Personal Information Submitted Through the Sites

Your submission of personal information through the Sites is governed by our PRIVACY POLICY. This Agreement incorporates by reference the terms and conditions of the Privacy Policy.

Other Submissions

Apart from your personal information, any communication or material you send to the ONYC International site, electronically or otherwise, including but not limited to data, questions, comments, suggestions, or submissions is and will be treated as non-confidential and non-proprietary. Anything you send to the ONYC International site may be used by ONYC International for any purpose including but not limited to the modification, reproduction, transmission, disclosure, publication, broadcast, and posting. By submitting material to ONYC International, you irrevocably transfer and assign to ONYC International, and forever waive and agree never to assert, any copyrights, “moral” rights, rights of publicity or to privacy, or other intellectual property or proprietary rights that you may have in such material. ONYC International is free to use, without obligation of any kind, any ideas, concepts, techniques, or know-how contained in any communication you send to the ONYC International site for any purpose whatsoever, including but not limited to developing manufacturing, and marketing products and services.

Disclaimers and Limitation of Liability

By using ONYC International, you expressly agree that the use of the International website is at your sole risk. ONYC International website is provided on an “AS IS” and “as available” basis. Neither ONYC International”, affiliates, subsidiaries or designees nor each of their respective officers, directors, employees, agents, third-party content providers, designers, contractors, distributors, merchants, or the like (collectively, “Associates”) warrant that use of the ONYC International Web site will be uninterrupted or error-free. Neither ONYC International nor its Associates warrant the accuracy, integrity, or completeness of the content provided on the ONYC International Web site or the products or services offered for sale on the ONYC International Web site. Further, ONYC International makes no representation that content provided on the ONYC International Web site is applicable to, or appropriate for use in, locations outside of the United States. ONYC International and its Associates specifically disclaim all warranties, whether expressed or implied, including but not limited to warranties of title, merchantability, or fitness for a particular purpose. No oral advice or written information given by ONYC International or its Associates shall create a warranty. Under no circumstances shall ONYC International or its Associates be liable for any direct, indirect, incidental, special, or consequential damages that result from your use of or inability to use the ONYC International Web site, including but not limited to reliance by you on any information obtained from the ONYC International Web site that results in mistakes, omissions, interruptions, deletion or corruption of files, viruses, delays in operation or transmission, or any failure of performance. The foregoing Limitation of Liability shall apply in any action, whether in contract, tort, or any other claim, even if an authorized representative of ONYC International has been advised of or should have known of the possibility of such damages. User hereby acknowledges that this paragraph shall apply to all content, merchandise, and services available through the ONYC International Web site. The customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, ONYC International is not liable or responsible for any amount of damages above the aggregate dollar amount paid by the customer for the purchase of services under this agreement.

Indemnification

You agree to defend, indemnify and hold ONYC International harmless from and against any and all claims, damages, costs, and expenses, including attorneys’ fees, arising from or related to your use of the Sites and/or your breach of any representation, warranty, or other provision of the Agreement.

Copyrights

Images of people or places displayed on the ONYC International site are either the property of, or used with permission by, ONYC International. Use of these images by you or other third parties is prohibited unless expressly permitted in the Terms of Use or elsewhere on the ONYC International site. Any unauthorized use of these images may violate copyright laws, trademark laws, the laws of privacy and publicity, and other applicable regulations and statutes. Any product, service, program, or technology described in any document published by ONYC International on this site may be the subject of other intellectual property rights owned by ONYC International. Any such right that is not expressly licensed hereunder is reserved by ONYC International.

User Comments, Feedback, and Other Submissions

ONYC International is pleased to hear from users and welcomes your comments regarding our products and services. (collectively, “Comments”), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate, and otherwise use in any medium any Comments that you forward to ONYC International. ONYC International is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay compensation for any Comments; or (3) to respond to any Comments. ONYC International has the right but not the obligation to monitor and edit or remove any Comments. You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, or another personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive, or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Sites. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead ONYC International as to the origin of any Comments. You are solely responsible for any comments you make and their accuracy. ONYC International takes no responsibility and assumes no liability for any Comments posted by your or any third party.

Product Information

ONYC International website has lots of information regarding our products. We have the “overview” page and the “details” tab, PLEASE ensure to properly review the “details” tab and visit corresponding links if provided. By successfully placing your order via our website, we assume that you have read all the details regarding your product of interest. The prices displayed on the Sites are quoted in the British Pound.

Color Display

ONYC International attempts to display product images shown on the site as accurately as possible. We will make every effort to match each order to your exact specifications but keep in mind that the conditions that these photos were taken were under studio lighting and colors will also vary from monitor to monitor. Use the color chart as a general guide, but not a literal one.

NOTE FOR “NATURAL BLACK AND NATURAL BROWN HAIR

Please ensure to read the “details” tab on the individual product page. Because these two colors are natural hair colors, each individual piece comes from a separate donor we cannot guarantee the exact hair color shade. In some cases, we may have natural lighter or darker pieces that are available upon request but not guaranteed. Please be forewarned, a slight color variation will not be a reason to request an exchange. You may add in a comment session upon checkout with your natural color preference and we will do our best to meet your request based on the inventory on hand.

Texture Display

Due to the fact that ONYC International offers 100% virgin cuticle human hair which is real hair from a real donor, each pouch comes from a separate donor we cannot guarantee exact hair texture. Even with our processed Mongolian line, the only process done on it is to change the curl pattern. This means that the hair will maintain the natural characteristics, some hair comes naturally silkier, coarser, dull, shinier, thicker, or thinner diameter. Each characteristic affects the way the hair behaves/reacts to weather and product. This is the dynamic of virgin hair and is beyond our control. Depending on the batch you receive, you will consult your professional stylist and adapt to the maintenance routine for that type of hair. We have tried our best to categorize the texture based on curl pattern, the image provided are guidelines only and not a direct literal one. We cannot guarantee a courser, silkier, or curlier batch. A slight texture variation will not be a reason to request an exchange.

Image Display

The images showed on the site must be used as a general guide, but not a literal one. Due to the dynamic of real hair, the way you style or treat the hair will affect the actually finished look. Keep in mind that the conditions that these photos were taken were under studio lighting and colors, textures, and sizes will also vary from monitor to monitor. The “Details” tab and the actual product will determine what you’re ordering.

Errors, Inaccuracies, and Omissions

Product availability, prices are offers are subject to change without any notice. Occasionally there may be information on ONYC International website that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. Errors will be corrected where discovered, and ONYC International reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase, we will contact you with an option to cancel or process your order. If you wish to process the order, we will require you to pay for the difference if less payment is captured or we will issue you a refund of the excess amount if more payment is captured. If you wish to cancel your order, ONYC International will issue a credit to your credit card account in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.

Pricing Policy

Our website will display the current selling price. Prices and offers are subject to change without notice. ALL SALES ARE FINAL for discontinued and clearance items.

Payment Option/ Terms

Currently, we accept (1) all major credit cards (2) Western Union, and (3) Bank Wire transfer (4) Cash App. Terms of payment are always 100% upfront. As soon as you place an order online via the credit card option, note that your credit card will be charged immediately. WE TAKE CREDIT CARD FRAUD SERIOUSLY. All Credit card fraud and theft of our merchandise will be prosecuted to the fullest extent of the law. We can only ship to your Credit Card billing address. To process orders going to a different address other than your billing address MUST require you to pay via our other payment options only. Please review more details of our PAYMENT OPTION.

Promotional Materials

Coupon Code: Promotional Codes are debited at the time an order is placed. Coupons will automatically be redeemed to purchase totals, up to the total purchase amount. Coupons must be used before their noted expiration date, additional terms of the coupon, and within a single transaction. Coupon cannot be combined with the additional offer, it is void if you cancel or return your purchase.

Product Availability

Our entire inventory is online and most time will be accurate. For any reason, including system error that your product is out of stock, unavailable or if we are just simply unable to fulfill your order we will contact you immediately to find out if you are interested in receiving a substitution. If a substitution is not acceptable you may wish to cancel the sale in which case, we will refund the full amount we charged on your credit card.

Order Validating/Acceptance/Confirmation

Your receipt of electronic or other forms of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. The ONYC International Web site reserves the right at any time after receipt of your order to accept or decline your order for any reason. Although our system charges you immediately after placing your order, this is NOT a guarantee that we will immediately ship out your order. After you place an order using our shopping cart, we will check the information you give us for validity, by verifying your method of payment or shipping address we reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. We also reserve the right to reject any order you place with us, and/or to limit quantities on any order, without giving any reason. If we reject your order, we will attempt to notify you using the e-mail address you have given us with the order. We will process a refund for the charge that has been made against your card.

Order Processing

We require at least 48hrs to process a confirmed order. By confirmed orders, we mean orders that have passed our payment and shipping terms. Make sure to review our payment and shipping terms before placing your order. Our business hours are Monday through Friday from 10:00 am to 5:00 pm GMT. All orders received before 2:00 pm are processed as next business day order. Orders placed over the weekend will be considered the next business day order. Once shipped, orders arrive within the estimated time frame selected on your SHIPPING OPTION checkout. For your protection, all hair orders over £50 require a signature confirmation upon receiving.

Order Changes/Cancellation

You CANNOT cancel your order once placed. We will honor a mild order change prior to shipment up until the status changes to “In progress” We do not issue a refund but we can gladly exchange your item if you wish. Also, note that no exchange will be issued on packages returned due to a bad address, refused upon delivery, and unclaimed.

Order Limitations/ Limited Quantities

ONYC International, at its own discretion, limit or cancel quantities purchased per person, per household or per order. We reserve the right to reject any order you place with us, and/or to limit quantities on any order, without giving any reason. These restrictions may include orders placed by the previously ordered customer, using the same ONYC International Web site account, the same credit card, and orders that use the same billing and/or shipping address. In the event we make a change to an order, we will attempt to notify you by contacting the e-mail address you registered with on our site. If we reject your order, we will generally attempt to notify you using the e-mail address you registered with on our site.

International Order

At this time, If your billing address is an address other than the UK, we ONLY accept Cash App, Wire Transfer, OR Western Union for ALL orders. Just check out via Wire Transfer or western union. Please review our INTERNATIONAL SHIPPING for additional information.

Shipping/ Order Tracking

All orders placed on this site are subject to product availability and will be shipped according to ONYC International shipping policies. Our system will automatically send you an update once your order status changes. This update includes your shipping update and tracking number once your order is shipped. It is your responsibility to track your order especially if your shipping option is “United States Postal Service” this is because they will only attempt delivery once and afterward you must go to the local post office to pick up your item. Failure to do so will warrant the item returned to us. In that case, we will charge you an additional shipping fee to reship your item. Please review our SHIPPING POLICY for additional information on shipping options, transit times, rates, and policies.

Return/ Exchange Policy

All sales made through the ONYC International Web site are subject to ONYC International return policy. ONYC International is a reputable hair extension company. We take so much pride and pay attention to the details of the product we ship to our customers. Everything package goes through a rigorous quality control process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. Our goal is to have satisfied returning customers hence have maintained over 95% positive feedback from our customers. Due to the nature of our products and for hygienic reasons, all sales are final. We do not offer REFUNDS on a successfully processed and shipped order; you will receive a STORE CREDIT. · We suggest that you request a sample where applicable before investing in the hair if you are not familiar with Our Hair. Also, note that returns due to a slight color variation will not be authorized. Please review our RETURN/EXCHANGE policy for a complete explanation of the return policy.

Return Fraud

We take ALL Return Fraud seriously. All incidents must be reported to authority to the fullest length of law. Return frauds include but not limited to:

Returning a counterfeit product that is not the product ordered.
Purchasing merchandise for short-term use with the intent to return the item Purchasing higher-priced merchandise with the intention of returning the item(s) claiming the lower-priced item was received.

Product Defect/ Replacements

ONYC International takes great pride in our product, each package is a product of 100% FULL CUTICLE or REMY human hair, hence certifies and guarantees that. PLEASE NOTE: Thoroughly review your product including the weft before removing your label. You can also do a few strand tests on the weft to determine the integrity and quality of the hair prior to using it. Since this is natural hair, it will be is reactive to the products used, how it’s installed, the environment, and maintenance routine. Due to hygienic reasons, we will not accept any product without the label and packaging intact. However, if you already installed the hair and feel you have received any product that is defective you must contact us within 14 calendar days from the date your item was received. We will also require you submitting corresponding details and evidence which includes images of the product in question, then we will require you to send us the product back, this means you will need to uninstall the extension. Please note that waiting longer to install or uninstall the hair will make it void for any sort of review, we simply cannot accept the product at that time. Although no refunds are permitted we will address the quality issue at once. If ONYC International verifies and agrees that the product is defective in any way, ONYC International will then exchange or replace the item. Please NOTE that you will be responsible for paying costs associated with returning the ONYC product(s) if we do not validate the product defect issue. If the customer selects a product in exchange for greater value, they will be responsible for paying the additional cost of the item.

Lost item/Insurance

In the rare event that your order never arrives, notification of lost items must be received within 14days from receipt of the shipping confirmation e-mail. Please view our INSURANCE POLICY here.

Termination of Use

ONYC International may, in its sole discretion, terminate your account or your use of the ONYC International website at any time. ONYC International reserves the right to change, suspend or discontinue all or any aspects of the ONYC International Web site at any time without prior notice. Inquiry regarding further clarification about our Terms and Conditions or general questions should be forwarded to contact us.

ONYC® ONLINE PRIVACY POLICY

Updated: December 15, 2020

The information we collect, how it’s used, to whom it’s shared, as well as the choices, are given to control access and update your info is what our privacy policy covers.

We do our best to create this policy in a typical human voice for better understanding. However, if you still have more questions regarding anything in this policy, then feel free to contact us.

We Prioritize Your Security
Your security and protection is our top priority. We implement many important security measures that are used to maintain the safety of your personal information when entering, submitting, and accessing your personal information. Our website utilizes SSL, which further protects personal data.

We don’t transfer, sell, or trade user information to other parties. However, this doesn’t include third parties we trust to assist us in website operation, conducting our business, and improving our services for you. We make sure that the parties we use agree to keep such information used confidential.

Also, we might release information when deemed appropriate to comply with law and enforcement, to enforce our website policies, as well as to protect our and others’ rights, safety, and property.

Furthermore, non-personal visitor information might be provided to other third parties, which will be used for advertising or marketing purposes.

The Information Collected
We collect the personal information you willingly give us, or information we request when using and interacting with our services. For instance, when you order or register on our website, we ask you to enter importable details about you, like your:
• Unique username
• Email address
• Phone number
• Billing and shipping address
• Birthdate (optional)
• Credit Card Company (Note that we DON’T have access to full credit card details unless required to fill up verification, which is not required when shipping your order to your billing address)

Besides this, you will also share with us any information sent through our website and services, like reviews, comments votes, videos, and photos.

Furthermore, when you contact our Support team and communicate with our company, we collect the information you volunteer to give and is asked of us.

Information Chosen to Share Via Social Login
Besides registering your account via email, we also offer social media login through Facebook, Twitter, Instagram, Linked In, or Google, which is to make your transaction experiences seamless and easier.

You also have the opportunity to connect to our website through their API upon or after registration. If you connect to our website through your social media accounts, we will store, use, and collect such information given in accordance with our privacy policy, as well as information you agreed that your social media accounts can provide to our website through its API.

Your agreement, and access to your information, occurs when you accept or allow your social media account to register our website for you, or when connecting it to ONYCHair.uk

The information our website may access, collect and store may include the following (only as allowed by you, your social media API, and your account’s privacy settings):
• Your name
• Profile photo
• Email address
• Location
• Other information made publicly available by you on your connected social media account

Your Information Collected by Cookies
Just like many websites and online services, we might use cookies and other advertising identifiers. These are used to collect information regarding your browser, web activity, and your device.

Cookies are small files that websites and service providers transfer to your device’s hard drive through the Web browser you use (only if you permit). This would enable the said website or service provider’s system to recognize your browser, capturing and remembering information.

We use cookies to save and understand your preferences for your next visits, also keeping track of advertisements and compiling aggregate data about website traffic and interaction. This is so we are able to provide an even better website experience.

But if you prefer not to allow websites to use your cookies and information, you are able to remove or reject such through your browser settings or from your device. But do take note that when you remove or reject cookies, it can affect both the availability and function of our website services.

We might also contract with third-party service providers, who assist us to understand our visitors better. These service providers aren’t allowed to use any information collected on our behalf, only except when helping us in conducting and improving our business to better serve you.

How We Use Your Information
Again, your data security is important to us. We make sure that our company and website does NOT use your personal information for any illegal matters. Information collected from you will only be used for:

Contacting You:
Your personal information, whether private or public, won’t be exchanged, transferred, or given to other companies for whatever reason without consent other than for the sole purpose to deliver your purchased service or product.

Emailing You:
The email address you have given for processing your order will only be used for us to send you updates and information regarding your order. We may also send promotional emails, surveys, and content. If you choose to unsubscribe from such emails, you are able to do so by clicking the unsubscribe link at the bottom of the mailing list, or by emailing us at prandmedia@onychair.com using the subject, “unsubscribe.”

Third Parties Due to Legal Purposes
We might share information about you if we believe that doing such is required for:

• Complying with valid legal processes, laws, rules, regulations, or by government request.

• Investigating, remedying, or enforcing any violations of our Terms of Service.

• Protecting the property safety, and rights of us and our users.

• Detecting and resolving fraud or other security concerns.

Revisions of Our Privacy Policy
We might change our privacy policy every now and then. When we do, we notify all our users in various ways. Sometimes, we let you know by revising the date on top of our privacy policy, which is available on our app and website.

Other times, we show you additional notice, like adding statements on our website and providing you with notifications through the app.

If you have any questions about our Privacy Policy, then contact us using our information given on the Contact Us page.

RETURN & EXCHANGE

1) We honor exchange but we do not issue Refunds. We will gladly offer you a Store Credit to use for future purchases. Store credit doesn’t expire, and you can use it on all items including discounted and clearance items!

2) Please note that you can still return the hair for an exchange within 7 days of receiving it. (Items must be in original condition without missing packages like the pouch or boxes) Our products come with our monogram gold sticker and/ or tags to maintain the integrity and quality of our hair, once this label is tampered with/ removed, it is 100% void for any exchange. Please do not tamper with the product if you have concerns or reservations as we cannot restock a tampered item back.

3) Requests for exchange must be made within 7 days of receipt of product(s). Exchanges must be pre-authorized by onychair.uk with an RMA (Return Merchandise Authorization) Number. Without an RMA, the item is void for return.

4) NO RESTOCKING FEE: Shop with confidence! We understand we are an online business so we honor exchange with no restocking fee. (Restocking fee only applies if the item is received with missing packages like the pouch or boxes) Please make sure to review your item before removing the tags and disposing of the packages.

SHIPPING TIME/ DURATION AND RULES

1) Please allocate at least 24 hours of processing time to ALL orders.

2) Orders are shipped on business days only. Business days are Monday-Friday, excluding federal holidays in the UK.

3) How soon you receive your order depends on the shipment option selected.

4) Same-day processing is only applicable to “confirmed order” This is an “in-stock” orders received before 2 pm GMT during Monday-Friday excluding public holidays. Confirmed orders are usually paid with credit card payment where the shipping address is the same address as the billing address.

5) Please note we are not liable for any delay with the shipping company. The shipment warranty is limited to order processing time only. We will strongly advise you to order in advance to avoid any delay.

6) If you are paying with a “credit card” and your order is shipping to an address that is different than your credit card billing address, it will be canceled.

7) we’re sorry; we will only ship to the UK billing address for all Credit Card transactions. Orders outside of the UK should pay via Bank Wire transfer, Cash App, or Western Union.

8) NOTE: Depending on the declared value of your order, some shipments may require a signature upon delivery to ensure that your package is delivered successfully. We cannot waive this.

9) Paid Shipping Fee: The original shipping and Insurance fees are non-applicable towards the store credit for returned or unclaimed items. Please keep this in mind when selecting the more expensive shipping options like “Next Day”

10) Free Shipping Charge: The original shipping and Insurance fees are non-applicable towards the store credit for returned or unclaimed items. The shipping fee will be deducted if you wish to return all items or keep some items less than £300 (for the UK) or items less than £350 (for the EU) value.

INTERNATIONAL ORDERS

1) We will not be responsible for any customs or broker fees/delays associated with your order. Please contact your countries tax department for more information on these fees and additional transit time.

2) We cannot depreciate the value of the content of your package. Also, all orders are insured so we must provide the total amount of your package.

3) Please view our International Shipping Policy.

RESHIPPING / UNCLAIMED ORDERS

1) Note that it is 100% your responsibility to track your order! We do our best as a company to ship your order in a timely manner including providing you a tracking number.

3) Please track your package once shipped to know the transit time. To know the status of your order, please log in to your account view Order History. From there you can easily see your order status. You can easily track your order by clicking on the tracking number.

4) Note to open the actual order in question to view the tracking number or other important notes associated with that order.

5) If your order is unclaimed and returned to us, there is an additional shipping fee plus a 15% Restocking Fee. Ensure that you input the correct address; make sure to review your shipping address to avoid having an undeliverable address.

INSURANCE POLICY

We add insurance to all items! This ensures if your package is lost, damaged, or stolen a claim can be filed. If your item is lost or damaged, CONTACT US IMMEDIATELY and we will file the insurance claim for you. We will help you investigate the problem and contact you if any further documents are required.

Important Notes:

1) Replacements will ONLY be shipped pending a thorough investigation. Replacements are only valid on orders that are confirmed to be lost or damaged. This process can vary between seven (7) days or up to one (1) month depending on the shipping carrier of your item. You will need to place another order. if you cannot wait that long. We will reship you the original transaction once we receive the reimbursement from the insurance company or receive the missing shipment back.

2) Claims for the Damage item must be submitted within 24 to 48 hours of receiving your package. We must receive supporting evidence like proof of damaged item (clear picture) before we can file a claim. Most of our shipments require a signature, If the shipping package is damaged, we will recommend refusing the package.

3) Claims for a lost package are eligible for submission depending on the carrier.

Please Note the Claim eligibility base on the carrier:

ROYAL MAIL – 7 to 14 days after the shipment date, once the package has been confirmed as delivered or lost.

4) We strongly advise you to keep Damaged items in the exact condition you received them.

CUSTOM ORDER ITEM, COMING SOON!

Days

Hours

Minutes

Seconds

Custom-order items are not available for immediate shipment.

Items will be available within 6 to 12 weeks from your order confirmation date.

Please order an “in-stock” or “back-order” item if you do not wish to wait! The custom-order item is non-refundable. It is also non-exchangeable unless the wrong item is received. It is great for those that want a particular length/ or color we do not stock.

Discount codes are not redeemable on Custom Order.

What’s the difference between “in-stock”, “back-order” and “custom-order”?

“In-stock”: The item is available at our UK warehouse and usually ships within 24 to 48 business hours!

“Back-order”: The item is not available at our UK warehouse but it is available at our USA warehouse. “Back-order” items are shipped from our USA to UK warehouse is in batches of 2 weeks interval. Please reference the “back-order” item for the estimated batch arrival time!

“Custom-order”: The item is not available at our UK or USA warehouse for immediate shipment. We do not stock items on custom orders; items will be sourced and processed after order placement.

“Custom-order” items will be available within 6 to 12 weeks from your order confirmation date.

Please read more “Custom Order FAQs”

Can I cancel a “custom-order”?

No, once the status says “Custom-Order In Progress” it cannot be canceled or refunded.

To know the status of your order, please log in to your account and view Order History.

Make sure to review full product detail including the FAQ if available. This is to make sure the item you are ordering is the right item for you!

IMPORTANT BACKORDER INFORMATION

Backorder items are not available for immediate shipment.
Please order an in-stock item if you do not wish to wait!

What does the term “back-order” mean?

This refers to our stock item order that cannot be filled immediately. It is not currently available in our UK location but the estimated delivery date is set.

You can place the order to be sent at a later date upon its arrival. Back-order items are shipped from our USA Warehouse in a batch every 2 weeks hence the delay.

Can I cancel, return or exchange a “back-order” item?

Once the status says “Back-Order- In Progress” it cannot be canceled. To know the status of your order, please log in to your account and view Order History. Make sure to review full product detail including the FAQ if available. This is to make sure the item you are ordering is the right item for you!

Back-ordered items are also non-returnable and non-exchangeable once you receive them unless the wrong item is received. This honestly never happens! We carefully review all orders and the last thing we do is mess up your order after a LONG WAIT☹

How long does it take for a back order item to ship?

It depends on the date your order was confirmed. Backorder shipments arrive at our UK warehouse from our USA warehouse in 2 weeks’ intervals.

Please note that the exact time you receive your item depends on your preferred shipping option.

Items will be available for shipment 2 weeks from the batch date.

Please reference the estimated arrival date of the current batch below.

My cart has “back-order” & “stock” items?

If your order has both “back-order” and “in-stock” items, please note that your shipping date will be based on your “back-order” availability and not your “in-stock” item.
We will reserve your “in-stock” item so it will be shipped together with your “back-order” item once it arrives…
If you wish to receive the “in stock” item sooner, then make sure before checking out that your cart contains only your “back-order” item. You can then place a separate order with only “in-stock” item/ items that can be shipped immediately!

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Estimated Arrival to our UK Warehouse – May 16th – 18th 2022