Our Store Policies
PLEASE TAKE A MOMENT TO REVIEW OUR EXCHANGE POLICY.
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SHIPPING YOUR ORDER
Once your order is placed our shipping and receiving team pulls your order gives to our licensed hair extension specialist to give your product the love it needs to prep for shipment. These Specialist give your product a fresh shampoo and conditioning treatment and a fresh blow out ready for shipping. once preped for shipment our shipping staff places your product in our luxury box, then creates all appropriate documentaion for shipment. shipping expectation time is 2-3 business days before your shipment arrives a SIGNATURE is required for all shipments. You must be available to sign for the package upon arrival, this is to ensure the protection and integrity of your shipment. If you have any issues tracking the package or receiving the shipment you must call UPS or DHL do not call PelucArte Customer service we cannot help with shipment once UPS or DHL makes pick up.
PelucArte DOES NOT offer refunds on our products once your purchase has gone through. We are not in the business of giving refunds for hair that has been purchased, preordered, or worn. You as the customer would not want to purchase used hair that had been worn or returned. We stand by our strict standards and do not sell used hair; this is not sanitary and is unethical. This is one of the reasons why under no circumstances do we offer returns. You will not receive a refund if the piece you order is on backorder due to our pieces being custom-made once an order has been placed. If you are wanting to know if your piece is in stock before purchasing, please reach out to our customer service department. The human hair quality and luxury design of our products are in too high of demand to offer returns and/or refunds.
However, we are pleased to accommodate exchanges within 24 Hours of receiving your order on all pieces that have not been worn or tampered with. Any extension that has been cut, colored or altered in any way is not eligible for exchange. To initiate an exchange, please email our team within 24 hours of receiving your order with your order number and the item you would like to exchange, and we’ll provide you with the return address. You must ship it back to us within 48 hours of receiving your order. You are responsible for all exchange shipping costs, as well as any duty/custom taxes that may apply to your country. We recommend that you send your hair extension back with a tracking option because PelucArte will not be responsible for lost packages.
When we receive your package, we will inspect it. If we find that the extension has been worn, cut, colored or damaged in any away, PelucArte will not be able to accept the exchange, and we will return the item to you. After we inspect your return and find it is in excellent condition, we will process your new order for shipment.
You must contact us prior to sending your exchange, as the address for exchanges is different from the address in which your product was shipped. Please note that exchanges for merchandise returned without contacting us cannot be guaranteed. All exchanges MUST be shipped via UPS (USPS WILL NOT deliver packages to our address, so this is very important). You are responsible for the cost of shipping your exchange back to PelucArte.
Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow exchanges once the item is worn and considered used for the safety of all our customers.
If your new extension is a lesser value than the one you originally purchased, you will receive a company credit for the difference. This credit may be used on any PelucArte product.
We highly recommend that if you receive your piece and it is just slightly off in color that you take it to your trusted stylist to have it colored to match your hair. This will save you from having to go through the exchange process. Since all of our pieces are human hair, they can be colored just like your own hair. We do not recommend bleaching them because it will damage the integrity of the hair.
Once hair is sent to us to be exchanged and we find it is in excellent condition, it then goes into quarantine for 30 days before it is put back in our warehouse stock. This is an extra measure we take to ensure everyone receives the highest quality hair product.