Shipping, Delivery & Returns

Our return policy allows for returns and exchanges within 30 days on all unopened, unworn, and undamaged hair extensions.
How can we help?

FAQ

Explore our policies to ensure a seamless shopping experience.

Returns & Exchanges

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

What is the return & exchange policy?

Our return policy allows for returns and exchanges within 30 days for all unopened, unworn, and undamaged hair extensions, including the sample piece. Both the hair and its packaging must remain in their original, pristine condition as when they were initially dispatched to you.

How do I know If my order is eligible for a return?

Each of our boxes features a sample hair piece in a dedicated compartment. You are welcome to remove the sample hair piece to assess its color, quality, and curl pattern. However, it's essential to keep the sample intact and ensure that the main compartment remains sealed to qualify for a refund or exchange. If the security seal on the main compartment has been broken, or if there is evidence of tampering with the hair, the order will no longer be eligible for a return or exchange.

Can I return my order without contacting you?

It is essential to initiate contact with us and obtain approval for your return before dispatching it. Please be aware that any merchandise returned without prior contact will not be accepted. Returns will be denied without refund, and the merchandise will not be returned to you.

Can I return my ponytail?

Ponytails and accessories are "final sale" items are not eligible for a return or store credit, however, can be exchanged for the same item in a different size if available.

Tampering with the security seal.

The security seal is a gold sticker bearing the inscription "Cannot Return Or Exchange If Opened." This seal is affixed to the primary compartment of the package, housing the main hair product. If this seal is broken or tampered with, returns and exchanges become ineligible.

What is a restocking fee?

A $20 restocking fee is applied to all returns in order to offset the time and expenses involved in inspecting, repackaging and restocking the item.

Do I have to pay for shipping on my return?

Indeed, the customer is responsible for covering all return shipping expenses. We strongly advise using a shipping method with tracking capabilities, as Curly Heaven cannot be held accountable for any lost returns.

If we provide you with a return shipping label, please be aware that the shipping fee associated with it will be subtracted from your refund amount.

Why are opened packages not refundable?

We fully understand that selecting the perfect curl pattern from a computer screen can be challenging. It's essential to note that human hair extensions fall under the category of hygiene-sensitive products.

At Curly Heaven, we place great emphasis on hygiene and public safety. As a result, we cannot accept returns for items that have been opened or tampered with, and this policy extends to the sample piece aswell.

We're not alone in this practice; other hair extension suppliers also refrain from accepting returns on opened items for the same sanitary reasons.

We extend our care and respect to you, and we kindly ask for your cooperation in adhering to our industry-leading policy. Your understanding is greatly appreciated.

When will I receive my refund?

Our goal is to efficiently handle all returns within 2-5 business days of receiving your return. We strive to complete this process as quickly as we can for your convenience. Once we have received your return and conducted the necessary inspection, a refund will be issued to your original payment method. This refund will be processed provided the following conditions are met:

  1. The hair extensions have not been opened, removed from their original packaging, or tampered with.

Please be aware that certain financial institutions may take anywhere from 2-5 business days or possibly longer to process the refund. We kindly request that you allow a few business days for your financial institution to reflect the refund on your statement before reaching out to us.

Will my shipping fee be refunded?

Curly Heaven will only issue a refund for the amount paid for your order (excluding the delivery charge, route package protection fee and the return restocking fee). If we supply you with a return shipping label, the associated shipping label cost will also be deducted from your total refund.

Returns without sample piece.

Each order is shipped with a separate sample hair piece. If you return an order without including the sample piece, a $50 fee will be subtracted from the total refund amount.

How do I start a return?

To start a return or exchange please click here.

Shipping & Delivery

When will my order be shipped?

All order are processed within 1-3 business days.

We ship Monday through Friday only (excluding weekends and holidays) and we do not ship orders the same day.

Can I cancel or alter my order?

We completely get it, we change our minds too! Please reach out to us immediately and we will try our best to accommodate any changes to your order before the order is shipped (please note that changes are not guaranteed).

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, customer is responsible for return shipping fees.

Can my order be shipped overnight?

Yes, we do offer overnight shipping, however, note that all overnight orders do take 1-2 business days to process and ship regardless of shipping option.

Overnight orders are shipped via USPS Priority Mail Express Guaranteed or UPS Next Day Air

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

My order was shipped to the wrong address, what should I do?

Mistakes happen, but we're here to help.

If an order was delivered to the wrong address please contact the shipping courier used to deliver your item. If the order is returned to us we will be more than happy to resend your package correct address, however you will be responsible for the additional shipping charges.

Please know that Curly Heaven will not be held accountable for orders shipped to the incorrect address. 

Remember you can always change and update your shipping address by logging onto your Curly Heaven account.

My package shows delivered but I haven't received it.

Don't worry, we've got you covered. Allow us to assist you in retrieving your lost package.

If your order included Route Shipping Protection your order is covered, please contact Route for assistance.

If your order is not protected with Route and your package has been lost, misplaced or stolen please file a claim directly through the delivery service used and they will assist in locating your parcel. 

If you have previously experienced lost or stolen packages in your area before, we advise you call the courier to have your package "held for pick" up or try using a different secure delivery address.

Can I upgrade my shipping after I placed my order?

Feel free to contact us and provide your order details, and we'll make every effort to facilitate a shipping upgrade for you.

If your order has not yet undergone processing or has not been shipped, we will temporarily hold your order and send you a personalized invoice for the shipping upgrade fee. However, if your order is already in the processing stage, we regret to inform you that we will be unable to modify your chosen shipping method.

How long will it take for my order to arrive?

Domestic:

Priority Mail Express Guaranteed (1-2 Business Days + 1-2 Business Days Processing Time)

Priority Mail (2-3 Business Days + 1-3 Business Days Processing Time)

Standard Shipping (2-5 Business Days + 1-3 Business Days Processing Time)

Free Shipping (3-7 Business Days + 1-3 Business Days Processing Time)

International:

DHL Express Worldwide (2-4 Business Days + 1-3 Business Days Processing Time)

UPS International Economy (4-6 Business Days + 1-3 Business Days Processing Time)

UPS International Priority (2-4 Business Days + 1-3 Business Days Processing Time)

Do you ship to Military bases?

We do provide shipping to military addresses. All shipments are dispatched via USPS to a military base, where the responsibility for delivering the package to your ultimate destination lies. Please be aware that for military orders, delivery times may extend to approximately 15-20 business days.

Route Package Protection

What is Route?

Route allows you to visually track your packages, anytime, anywhere and offers you "peace of mind" package protection for all of your orders at an affordable price, it fully protects your package in the event that it is lost, damaged, or stolen.

Where can I locate my Route Order ID?

The Route Order ID is a unique identifier assigned to every order that is protected by Route Package Protection. This number allows us to view all the important information to report an order issue.

Each time you purchase Route Package Protection when ordering a package, Route will send an email that includes your Route Order ID.

Tracking on Route App.

You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

How do I report an order issue?

To report an order issue with Route please click here.

How do I contact Route?

You can contact Route here.

Didn't Find What You're Looking For?

Visit our contact page and reach out to our support team via email. They're here to assist with all your inquiries!