Exchanges with us won’t be hard, we’ve made it super easy for you. Whether you need another shade or product, the process is quick and simple. Ship back your current set of Lolly Locks extensions and be sure to let us know beforehand that you’d like to exchange your order and we’ll set up a new order in the meantime of waiting for your returned set. Here at Lolly Locks we give you a credit note for your exchange as soon as your returned purchase arrives back to our warehouse and is approved and clear from our returns process. We will cover the cost of re-shipping your new order but it is your responsibility to pay the required cost to ship it back to us.
If you are unhappy with your purchase, we are happy to offer you a full refund or store credit. We offer refunds for orders that are within the 30 days of delivery and that have not been opened, worn or tampered with. If you have received the wrong item and do not wish to exchange it or receive a faulty product we will cover your cost of shipping however for change of mind it is your responsibility for shipping costs.
EXCHANGE AND REFUND FAQ
How Can I Get Help In Finding The Best Colour Match For Me?
We love hearing from you and helping in any way that we can. Please feel free to email our team a photo of your hair in natural lighting and also inside for us to see what your natural hair looks like in all times of the day.
When Will I Receive My Refund?
A full refund will be provided to the original method of payment after we have received your order and our team have inspected and confirmed that the returned order fits our criteria eligible for a refund. Once your extensions have been confirmed, it can take up to 1-3 business days to finalise. Depending on who your bank carrier is, will depend on how long it takes for your refund to be in your account. We recommend waiting 3-7 business days before lodging an enquiry. Please note that after we have refunded your money, we can no longer help you in determining when your money will be in your account.
When Will I Receive My Exchange Order?
Your new order will be shipped with tracking as soon as our warehouse has received and inspected your return. If your order has not been opened, worn or tampered with we will process and send your new order within 1-2 business days.
How Can I Contact You?
Please feel free to contact us at anytime by email at firstname.lastname@example.org. Our support team operates 7 days a week and will get back to you within 24 hours if possible. During busier trade times, please take into consideration an increase of traffic volume with enquiries just like you.