Our shipping hours are Monday through Friday from 9:00 am to 4:00 pm PST. All orders MUST BE received with any necessary supporting documents and approved for fulfillment, including approval from our payment processing company in order to be shipped. Orders placed over the weekend will be shipped first thing Monday morning unless it is a holiday. Once shipped, orders arrive within the time frame selected during order placement. All orders ship from CA or GA.
PROCESSING TIME FRAME
All orders must be processed before they are shipped. This process can take up to 1-2 business days. Orders are not guaranteed to ship out the same day as the order is placed. We work hard to process all orders, so please take processing time into consideration when choosing your shipping method.
Signing for your shipment: A signature is required for all of our orders to be delivered. It is always wise to order far enough in advance to allow for unanticipated delays. We are not responsible for late shipments due to holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust UPS, USPS, and DHL to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please email email@example.com.
Shipping to PO Boxes: Please note that UPS DOES NOT SHIP to PO Boxes. If your order is submitted with a PO Box in the Shipping section, we will contact you to choose an alternate address and, if required, submit your order to payment review.
* Additional Customs fees may apply / We do not ship to International P.O Boxes)
USPS Call 1-800-ASK-USPS (1-800-275-8777) or Click link: https://tools.usps.com/go/TrackConfirmAction!input.action
For International DHL Deliveries click link: http://www.dhl.com/en/express/tracking.html
For your convenience, it’s always advisable not to wait until the last minute to place your order. If you have a deadline, hair appointment or other engagement it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery estimate when you place your order based on the information we receive from our shipping partners. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust our shipping partners to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us at firstname.lastname@example.org.
Failed Deliveries / Refused Shipments / Incorrect Shipping Address
Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. Your order will be shipped to the address you provide. It is extremely important that you give us the most accurate and complete information possible. If an address correction needs to be made after your shipment has been sent you will be assessed the fee our shipping partners charge us to make the correction. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.
If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please call us immediately at 1-510-200-9317. We will contact USPS, UPS, or DHL right away and initiate a trace for your package and have them start an investigation. If it is determined that your shipment has been lost a replacement will be sent.
TRACKING AND DELIVERY
If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1–4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time. Please contact us only AFTER you have spoken with your courier for assistance.
WRONG ADDRESS DISCLAIMER:
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us at email@example.com as soon as you place your order. We will do our best to make the change. However, we cannot guarantee that we will be able to do so, and are not responsible for any shipping costs if we are unable to process any corrections or cancellations.
RETURN AND EXCHANGE POLICY
We stand behind our hair extension quality and want you to be satisfied. We’ll always do our best to take care of customers.
At BNHair Lux Extensions we maintain a very high level of quality assurance. All of our hair is prepared and professionally packaged at our factory in the USA. Everything goes through a rigorous process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. It is our primary focus to make sure you are completely satisfied.
We understand that there may be a case in which you need to return or exchange your order. We are more than happy to accommodate eligible returns/exchanges within 30 days of receiving your order.
Extensions must be in its original packaging and not be removed from the from the packaging. DO NOT OPEN, TAMPER WITH, OR REMOVE THE SECURITY SEAL.
Custom Lengths are final sale, and are not eligible for returns or exchanges.
Please note, we do not provide shipping labels and all items returned to BNHair are done at the customer’s expense. For all domestic orders, the exchange will be sent back to you free of charge for shipment of the exchanged item(s), unless you choose an upgraded shipping option at checkout. We strongly recommend you send your item back with a tracking number to avoid lost returns.
We take great pride in our product and it is 100% guaranteed. If you have received any product that is incorrect, you must contact us within 30 calendar days from the date of purchase. If you feel you have received a defective item(s), you must contact us within 30 calendar days from the date of purchase.
No refunds will be permitted. If an incorrect product was sent to you we will send you a return label for the merchandise you received. Once we have received it back we will send an immediate replacement.
Note that perming, coloring, lifting, rinsing, cutting, removing the hair from the weft or otherwise processing the hair VOIDS the Product Exchange Policy. If BNHair verifies and agrees that the product is defective in any way, BNHair will then exchange or replace the item.
If the customer selects a product in exchange for one of greater value, they will be responsible for paying the additional cost of the item. BNHair will cover the cost of shipping the exchanged/new item back to the customer if ground shipping is selected. Otherwise, the customer will receive a $15 credit towards another shipping option. If BNHair does not validate the product defect issue, we will return the item in question to the client at our expense (via ground) without an exchange of product.
From time to time, BNHair, at its sole discretion, may exchange products or portions of a product under the following conditions:
Requests must be made within 30 calendar days from the date of purchase. Any exchange request after 30 calendar days will not be honored.
We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, removed from the weft or processed) in any way.
According to Federal law, you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns, and federal law. Please return the item in the original and resalable condition as a necessary health precaution. Note that perming, coloring or rinsing, lifting, cutting the hair off the weft or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees.
Merchandise must be in its original condition. And you must send the product back to us in order to process the exchange.
In the Rare Occurrence of a product defect, the policy will be as follows:
There is a 30 Calendar Day Product Defect Exchange Policy which commences on the date of purchase. Customers should contact BNHair at 510-200-9317 and notify us of your issue or concern. The hair must be removed and the entire purchased amount must be returned for the quality assurance process to begin. Note that any perming, coloring, rinsing, lifting, cutting the hair off the weft or otherwise processing or manipulating the hair VOIDS THE PRODUCT DEFECT EXCHANGE POLICY, as treating the hair in these ways makes a determination of defective impossible.
Customers may request a prepaid return label to send back the hair in question by contacting client care. If the Quality Assurance in our corporate office verifies and agrees that the product is defective in any way, BNHair will then exchange, replace the product or issue a refund.
If the client selects a refund instead of a replacement or exchange, BNHair will issue a refund for the total cost of your item before shipping and handling. If the client selects a product of greater value, they will be responsible for paying the additional cost of the item. BNHair will cover the cost of shipping the exchanged/replacement back to the client if shipped ground. Otherwise, the client will receive a $15 credit towards another shipping option. If BNHair does not validate the product defect issue, we will return the item in question to the client (via ground) at our expense without an exchange of product.
We understand the costs of having to remove the extensions may be significant. As such, BNHair will gladly provide a credit of $50 to the customer towards a future BNHair purchase if, and only if, the product is determined by BNHair to be defective. This policy is effective 12/01/2017. The vouchers may not be redeemed online. Clients have one year to redeem the voucher.
Please indicate on package “RETURN, NO DUTIES” or your package may be returned to you.
FREQUENTLY ASKED QUESTIONS
Why are BNHair Extensions not exchangeable/returnable if opened?
Human hair extensions are a hygienic product and cannot be returned or exchanged once they have been opened. We always take matters of hygiene and public safety seriously and DO NOT ALLOW opened items to be returned for safety reasons. This is an industry standard, and other hair extensions suppliers do not allow returns of opened items for the same reasons. No exceptions will be made. If you are unsure about the integrity of your security seal, contact our customer service by phone or email at firstname.lastname@example.org.
Can I return or exchange hair if it has been colored or dyed?
Should you choose to dye your extensions it is at your own risk, and you cannot make a return or exchange once the hair has been dyed.
Can I exchange my hair extensions for a different length?
We accept exchanges for eligible hair extensions. Eligible exchanges will be issued for STORE CREDIT and you will be able to repurchase your desired length and shade. Please choose wisely when selecting your extensions. If you would like assistance choosing the extensions that are right for you, email us at email@example.com.
What if my order is defective or my extensions are missing a clip?
If a product is defective, please send a photo of the defect along with a description of the defect to customer service at info@bhhairluxextensions and we will gladly help you to resolve the issue. Although it’s an inconvenience, broken clips are an easy fix, as there are 2 extra clips included with each set of hair extensions. If you do not want to replace the clip yourself, you can send the track back to us, we will repair it in a timely manner and ship it back to you.
May I return/exchange BNHair Lux Extensions without submitting a return request?
No. You need to first login to your online account and submit a return or exchange before shipping your item back to us. If you do not submit a return request your item will be rejected and shipped back to you, or store credit may be issued.
How do I submit an Exchange/Return request online?
To request a return of one or more items in an order, login to your account and navigate to My Account.
Navigate to the Completed Orders section and click on the Return Item(s) button (far right).
In the next screen select the products you want to return using the Qty. to Return drop down boxes, choose the Return Reason, and the Return Action. Use the Comments box for any additional details regarding your request.
Click on Submit Return Request.
How do I return my item?
All BNHair Lux Extensions must be shipped back unopened in the original packaging. The packaging must not be opened, torn or defaced in any way or a return will not be issued. A copy of your invoice must accompany your return/exchange to facilitate tracking of your returned product and to expedite your refund. Please note that refunds/exchanges for merchandise returned without submitting a return/exchange will be denied.
Where do I send my return/exchange items to?
Please send your return/exchange to:
BN Hair Studio
22550 Main St,
Hayward, CA 94541
All items will be inspected upon receipt to see if you qualify for a return or exchange. Opened, tampered and worn merchandise will not be refunded or eligible for an exchange & will be returned to you in the condition they were received.
How will I receive my refund?
A refund will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the packaging which is protected by the security seal. Refunds for orders purchased with BNHair Gift Certificates will be issued as a Store Credit that customer can access by logging into their online account.
When will I receive my refund?
Returns will be refunded to the original form of payment within 1-3 business days after we receive your return. Please allow 2-3 business days after your return is received at our Returns Center for processing. Note: It may take up to 10 days until your bank posts the refund to your account.
When will I receive my exchanged items?
Please allow 2-3 business days after your return to arrives at our Returns Center for processing. Once we have received, inspected and approved that the hair extensions are unopened, the security seal is intact, you will be issued a store credit to repurchase your desired extensions for exchange. To ensure that your exchange is correct, please you can also email us at firstname.lastname@example.org for our professional opinion of which extensions would best fit your needs.
What if I was shipped the wrong product?
If you receive the wrong product, we apologize and we will do our best to quickly fix our mistake. Please contact us asap at email@example.com or 510-200-9317 with your order number, and detailed information. We will be happy to make it right.
Out of Stock Policy:
Our inventory can fluctuate throughout the day, so an item indicated as “in stock” when you place your order may, in fact, be out of stock. In this event, we make every effort to contact you by email immediately to notify you that your order will be placed on backorder. Most out of stock items are in stock again within 1-2 weeks & sometimes sooner. Backorders will automatically be upgraded to 2-4 day shipping (*Domestic orders only) to get it to you even sooner. Custom length items are not kept in stock, but can be special ordered for you and are shipped within three to four (3-4) weeks at the latest.
Order Cancellation Policy:
To cancel an order you have placed with bnhairluxextensions.com, you must contact customer support by email at firstname.lastname@example.org or by phone 1(510) 200-9317 before it has been SHIPPED. Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped. When contacting customer support to cancel an order, please be ready to provide your name, the order number, and your contact information. Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund.
How may I contact you?
Call us during business hours at 510-200-9317 or email us anytime at email@example.com and we will reply to you within 48 hours.