Return & Exchange Conditions
EXCHANGE & RETURNS: You can exchange or refund your order within 14 days of receiving your order as long as the security seal has not been broken and the hair has NOT been worn, tampered with or removed/taken out of its main package.
Our boxes include a sample piece in a small separate compartment you may take out the sample hair piece to check the color, quality and curl pattern, but the sample must remain untampered with, the main compartment must remain sealed in order for the set to be refundable or exchangeable. For more details and FAQ please visit our HELP page.
STANDARD SHIPPING DELIVERY TIMES: Please allow 24-48 hours to process orders. Once your order has been shipped you will receive an email notification with your tracking number within 24 hours. Processing time may take longer during the Holiday season / we do not ship on weekends.
FREE SHIPPING: Free Shipping is delivered as Standard Parcel Post or First Class Mail via USPS or FedEx, If you wish NOT have your package delivered via USPS please upgrade and select a different delivery service during checkout.
INSURANCE: Standard Parcel Post & First Class Mail via USPS does not include insurance, If you wish to have your package insured please upgrade your shipping to Priority or Express Mail.
INTERNATIONAL TAXES AND DUTIES: We cannot guarantee that you will or will not be charged customs taxes or duties. Any customs or import duties charged once the parcel reaches its destination county the charges must be paid by the recipient of the parcel. Customs fees are charged by the country's government, not by Curly Heaven, we cannot be held accountable for customs fees charged by your country. This applies only to International and Canadian orders.
INTERNATIONAL FIRST CLASS MAIL On some occasions, First Class International orders are not trackable once it reaches certain countries If an item is not trackable you will have to contact your local post office to continue tracking your order. Curly Heaven will not be held accountable for lost or delayed International orders. Refunds or exchanges cannot be applied to non-trackable orders. Shipping International Priority Mail is recommended**
INTERNATIONAL ORDERS: On very rare occasions international shipping to some countries can take 4-8 weeks. Even longer for some slow-to-ship countries such as Australia, Brazil, Germany, France, Italy, Mexico, Netherlands, and Romania. We are not responsible for any delays caused by the destination country's customs clearance processes.
TRACKING YOUR ORDER: Once your payment has cleared, you will receive two emails, the first one will be your order confirmation and the second will be your delivery email. Once your order ships your tracking number will appear in the delivery email under "Shipping Method" there you may follow the journey of your package and sign up for text alerts if you wish to be notified via text when your package has been delivered. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 24 hours for the tracking information to show. In some rare cases, the tracking information may not update but you will still receive your order.
DELIVERED BUT NOT DELIVERED: All of our U.S shipments include Tracking with Delivery Confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact your local couriers to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
LOST PACKAGES: If your package has been lost by the courier you must contact your local courier service office (USPS, FedEx, UPS, DHL etc) and have them open an investigation to locate your package, Curly Heaven cannot be held accountable for lost or misplaced packages caused by the courier.