Refund policy

Return and Refund Policy

Item Not Received

Delivery in Progress

Parcel Seized by Customs: Customs clearance is the buyer's responsibility. If your parcel has been seized, please contact your local customs office to retrieve it. We are happy to provide any necessary documentation, such as invoices, to assist with customs clearance.

Delayed Delivery Status: If your tracking information shows no updates for an extended period, we recommend contacting your local courier service to inquire about your shipment. Meanwhile, we will investigate with our shipping partner to determine what has occurred. We will stay in communication with you until your package is successfully delivered.

Unsuccessful Delivery

  1. We cannot be held responsible for parcels that fail to deliver due to incorrect addresses provided by the buyer.
  2. If you have not received your package, please contact your local courier to obtain a lost package investigation code and forward it to us. Once the investigation confirms the parcel was delivered to the wrong address or lost by the shipping company, we will either resend your order or provide a full refund.

30-Day Return, Refund, and Exchange Policy

We offer a 30-day return, refund, and exchange policy. If you wish to return an item, please contact us within 30 days of delivery. Do not return any package without prior authorization.

Contact us at: oqhairextension@gmail.com

When contacting us, please provide photos or video of the product. The product must remain in its original, unused condition. Hair that has been used, washed, or damaged will not be accepted for return. We will provide you with a return address. After shipping your return, please send us a photo of the package and the return tracking number.

Return Scenarios

(1) Style, Color, Size, or Density Change: If you wish to change the hairstyle, color, size, or density, please keep the hair in its original condition and contact us. We are happy to facilitate an exchange, but you will be responsible for return shipping costs.

(2) Wrong Item Received: If you received an incorrect item, please contact us immediately. After verification, we will arrange for the correct product to be sent to you. We will cover the return shipping costs in this case.

(3) Damaged or Defective Product: If you discover the product is damaged or has quality issues upon opening the package, please contact us immediately with photos or video. After confirmation, we will replace or refund the product and cover the return shipping costs.

Important Note: We are not responsible for damage caused by improper care, including hair shedding, breakage, or lace damage that renders the product unusable.

Refund Processing

We do not charge any return handling fees. After receiving your returned package and verifying it meets our requirements, we will process your refund through the original payment method within 2 business days. Please allow 2-5 business days for the refund to appear in your account.

Return Requirements

To be eligible for return within 30 days:

  • Items must be in original, factory condition
  • We do not sell refurbished or previously owned products
  • The wig must be INTACT with the lace UNCUT
  • Items that have been used or washed cannot be returned

"Original Condition" means:

  1. Hair has NOT been washed, conditioned, installed, colored, curled, bleached, or worn
  2. Ties have NOT been cut and hang tags remain attached

Important Precautions

  1. All returned items must be sent in their original condition and packaging. Products must be unwashed, unconditioned, not installed, colored, or bleached.
  2. Always contact us before returning your parcel. We need to add notes to your order before the package is returned. Do not return items without contacting us first, as we do not accept unauthorized shipments.
  3. Products purchased during promotional periods or price reductions are not eligible for refunds.
  4. Return shipping costs are the customer's responsibility, or we can deduct the return shipping cost from your refund.
  5. For items valued over £60 or $75, we recommend using a traceable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned merchandise. Items remain your responsibility until they reach us, so please ensure they are securely packaged to prevent damage during transit.

Note: If the return is due to customer preference (change of mind), the customer is responsible for shipping fees based on the courier service chosen. If the return is due to our error (damaged or incorrect goods received), we will cover the shipping fees.

Order Cancellation or Modification

To cancel or modify your order, please contact us within 24 hours of placing it. We will accommodate your request before the order ships. Once an order has been confirmed as shipped, we cannot cancel it directly, but we will work with you to find an alternative solution.

Orders are typically processed and shipped within 2 business days.

Special Note for Custom Orders: If your order involves customization (such as specific cap size or color), we cannot cancel or modify it once customization has begun, as these specifications are made exclusively for you.

Contact Email: oqhairextension@gmail.com