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Customer Service

Shipping & Delivery
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Privacy & Security
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Returns & Exchanges

We want you to love our products and enjoy your shopping experience with Lioness Hair Extensions. On this page you will find details about how to return or exchange your purchases made online.

Returns Policy

Lioness Hair Extensions is not responsible for any loss or damage caused by late delivery or cancellation of an order or a product. Any claims or complaints must be made within 7 days of delivery date.

Note:  Lioness Hair Extensions reserves the right to replace faulty goods. Returns must be authorized by Lioness Hair Extensions. Any product that has been opened, used, damaged or defaced in any way will not be accepted for return.  Lioness Hair Extensions will not accept returns or exchanges on opened sets due to a change of mind or if colour does not match. Please choose carefully.

RETURNS & EXCHANGES

Can I Exchange if the colour isn't right?
Yes, we totally understand that it can be difficult to choose the correct colour when ordering online, so we are more than happy to exchange your unopened Lioness Hair Extensions for another colour. For hygienic reasons we are only able to exchange hair extensions that have not been opened, worn or tampered with. Our products all have a security binding and once removed we cannot exchange under any circumstance. All products must be returned to us in their original undamaged packaging and condition. All costs associated with the exchange are at the cost of the buyer. When sending extensions back for exchange please send via a fully insured trackable method and make a note of the tracking number. It is your responsibility to ensure they arrive back to us safely. If a parcel is lost on its way back to us we will not be held responsible and you will have to contact Australia Post, or your shipping provider with your tracking number, and claim on their insurance.

 

Is there a time frame to qualify for an exchange?
Yes, we will refund or exchange your unopened/unworn hair extensions within 7 days of the date that you received your hair extensions for Australian Customers. For International Customers the exchange or return must be received by us within 30 days.

 

Why can't I return or exchange Lioness Hair Extensions if they have been opened? 
All human hair extensions are considered a hygienic product, just like swimwear etc. Australian law prohibits the return of used human hair products, including "trying them on". We strongly suggest you inspect your hair extensions before removing the bindings to make sure they are the correct colour, and the quality you expect. Once the bindings have been removed they cannot be returned for refund or exchange (no exceptions). We are not the only company with this policy. All other hair extension companies will not exchange or refund opened product.

 

What do I do if I need to exchange?
1. Please contact us first, send us an email to info@Lioness hairwholesaleextensions.com with the reason you would like to exchange or return your item. Please do not send back your parcel until you have heard back from us.
2. Include a copy of your invoice, or a note with your full name, address, email address, phone number, and order number. This ensures we can locate your order and all details.
3. Safely package the unopened hair extensions so that they are not damaged. 
4. Please make sure to send them back using a postage method that insures you for the full cost of the item. Lioness Hair Extensions will not be held responsible for lost or misdirected parcels.
5. Please include a self addressed express satchel for us to send your exchange to you.
6. Once your return item has been received your exchange item will be posted back to you the same day.
All items must be returned in their unopened, original, undamaged packaging or an exchange/return will not be issued.

 

Who is responsible for return postage costs?
You the purchaser are responsible for all costs involved in the process of an exchange/return. When sending product back for exchange we recommend you send via a fully insured trackable method and make a note of the tracking number. It is your responsibility to ensure they arrive back to us safely. If a parcel goes missing on its way back to us Lioness Hair Extensions will not be held responsible. Australian Customers may include a self addressed express post satchel for us to send you your exchange, or we can contact you when we receive the return and organize payment for the return parcel if you wish to use our courier. International Customers will be sent a PayPal invoice for the costs involved in sending back your exchange.

 

How long will it take for me to receive my exchange?
Once we have received, inspected, and confirmed that the returned hair extensions were not opened and taken out of the cardboard backing and that the security seal is still in place, we will send out your new colour within 24 hours. Under no circumstances will we send out your exchange until we have received your original returned parcel. All items must be returned in their unopened, original, undamaged packaging or an exchange will not be issued.

Ordering
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Payment, Pricing & Promotions
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Viewing Orders
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Updating Account Information
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