Refund and Returns Policy
Our operating hours are Monday to Friday UK Time (excluding public holidays). Please consider this when placing your order. We advice to order earlier than the intended date required to allow enough time for production and shipping time.
Please note we take no responsibility of lost or late delivery once your order has been dispatched. If our courier misses you and can not leave your parcel in a safe place and returns to us, you are responsible for paying the additional shipping fees back to you. However saying this, our couriers will contact you when they are out for delivery and this provides opportunity to let them know of a safe zone to avoid a redirect.
* Specified custom items such as Luxe Wigs and some shades of Luxe Ponytails can require a further 2-4 working days to process. This is specified in the product description to ensure customers are well informed prior to placing an order as all custom orders are non-refundable and non-exchangeable.
Free Standard Delivery – 5 to 10 Working Days
Standard Free International Delivery – 10 to 15 Working Days
Please note customised orders may require a longer order processing time, causing slight delays with delivery. In such cases, we notify our customers prior to placing the order.
TRACKING YOUR ORDER
Once the order has been processed, the customer is provided with a shipment tracking code via email with which they can use to track their order.
Exchanges, Returns & Refunds
Bella Hair and its suppliers ensure strict quality checks are undertaken every time and operate under a continuous improvement model.
As part of the Consumer Protection (Distance Selling) Regulations Act 2000, certain goods by reason of their nature cannot be returned. Hair extensions & wigs fall into this category for hygiene reasons and therefore once opened or once the extensions have been taken out of their inner packaging, they will be exempt of refund or exchange.
Due to hygiene reasons, we do not accept returns once the order has been opened, used or taken out of its original packaging. Returns or exchanges are only possible if wrong order is delivered and/ or obvious product defect that is noted and agreed by Bella Hair. Customers must inform us via email before returning the order back to us within 14 days of receiving it.
In the extremely rare case in which the wrong order is shipped or the order is damaged upon receipt, customers can opt for either returning the order for full refund or returning the order in exchange for the correct order. In both cases, customers must inform us via email and return the order within 14 days of receiving it. In this case, return costs will be reimbursed.
All our stock unless stated are made to order to your specifications and therefore are not eligible for refunds and or exchanges.
Orders can be altered no more that 5 hours after order completion. These alterations are limited to texture, density and colour and length. In order to make said alterations, you must notify us via email within the specified time period. No refunds are given after this.
Please note, original delivery costs are non refundable.
Shipping Responsibility: Bella Hair shall not be held responsible for any issues or disputes arising with the shipping company once the product(s) have left our warehouse. Any concerns, damages, delays, or non-delivery of the goods shall be the sole responsibility of the shipping company and not Bella Hair.
Taxes and Import Duties: The buyer is solely responsible for any taxes, customs duties, import fees, or other charges levied by relevant authorities. Failure to pay these fees, resulting in the return of the package to Bella Hair, shall hold the customer accountable for the cost of return shipping and a restocking fee.
Resolution of Orders: If the customer fails to communicate with Bella Hair within 30 days of receiving the goods, or if no resolution is reached regarding the associated order during this period, the sale shall be deemed non-refundable.
For queries, please email: info @ bellahair.co.uk