Returns & Exchanges

 Hair Returns & Exchange Policies

Hair are hygiene products and we take our customers’ safety and wellness very seriously. Just like you would not expect to buy a returned product, we extend all of our customers this same courtesy through our returns policy.

There are multiple checks of items before they leave the factory to ensure quality and accuracy. We issue refunds only if in a very rare case, we ship you the wrong item, or if there is a product defect. In these cases, we will issue you a full refund of the purchase price once we receive the returned goods. See the tables for full details below to see if your situation qualifies for a return. Items can only be returned when authorized and we will supply the return address based on your location. If you live in the USA, items can be returned to our shipping agent in the USA. If you live in Canada, items can be returned to our shipping agent in Canada.

Refunds are completed usually within 10 business days after we receive your return since it needs to be inspected once it arrives. Requests for returns and exchanges are accepted within 24 hours of your order being delivered. Returns must be shipped back to us within 2 days of delivery to be accepted. Proof of return shipping date will be required. Merchandise and packaging must not be damaged or dismantled. Merchandise must not be worn, repackaged, unraveled or rearranged from its original form, washed, colored, have hair product applied or in any way be damaged or tampered with. We cannot accept items which have in any way been used, tampered with or worn. If on inspection the item has been tampered with or worn, we will:

a) need to dispose of the item or

b) return to sender for a pre-paid fee which may vary based on the weight of what was returned

In either case, a refund will not be issued since material wastage, disposal fees, returns expenses, and other expenses which are incurred with returns will usually exceed the cost of the product which is being returned.

Once we receive your request we will contact you with information on how to proceed with your return.

Refund Policy Terms:

Wrong Item Shipped / Product Defect

Change Color / Style

Dislike / Unsuitable / Artificial Reason

It is highly recommended that you choose a shipment option which includes tracking as NubianPrincessHairShop.com will not be responsible for lost or stolen merchandise during the returns shipment process. Please submit the tracking number by replying to the instruction email we would have sent to you. To avoid delays when processing your return, we need this tracking number sooner than later.

Refused packages:

Refused packages come under the category of unauthorized returns and will not be accepted. Since many of our items are custom made, we do not accept unauthorized returns. Unauthorized returns are sent back to the origin and are not a door-to-door service. Packages will not be received directly but will be stuck in customs without us knowing they have arrived. It is not advised to refuse a package as there is a high possibility that it will become lost. View the tables above to see what situations qualify for a return and be sure to receive the proper authorization before doing so.

Packages not Picked Up from an Access Point:

If couriers attempt to deliver your package and you are not at home, they may choose to try another attempt, or they may leave the package at an Access Point. i.e. a UPS or FEDEX pickup location, etc. We provide you with a tracking number so that you can track your package and see all updates on its status. In the event that you do not pick up your package and FEDEX either returns or disposes of your package, we are not responsible. We are not be able to receive the package if it is returned as a result of the package not being picked up from an Access Point. We are also not responsible if the package is disposed of by the courier. It is the buyer’s responsibility to track the package with the tracking information provided to ensure that it is received in a timely manner. We also cannot issue refunds for these reasons.

Can I just return my order without initiating the returns process as specified above?

No. In order for your return to be accepted, you must initiate the process by sending us a message using the “Send Us A Quick Message” link at the bottom of any page of our website with your name, the address order was shipped to and order number. We will then contact you with the necessary shipment information for your return once it qualifies. Keep in mind that your merchandise is returned to a different location than where it was originally shipped from, so initiating your return/exchange is crucial so that your returned package is successfully received.

When will I receive my refund?

Once we receive the return and the merchandise has been inspected with confirmation of no tampering, a refund will be issued usually within 10 business days. However, you may not see it reflected right away as some financial institutions take a few days to process refunds. If you do not see your refund reflected within 7 days after we process it, contact us immediately so that we can resolve the issue as soon as possible. If you made your payment using Paypal, your refund should be reflected immediately once we have completed the process.

When will my replacement (exchange) order be shipped out?

Your replacement (exchange) order will be shipped out once we receive the returned merchandise. After the returned order has been inspected and there is confirmation of no tampering, any difference in price which is less will be refunded to you and any difference which is higher must be paid by you before we ship out the replacement order. We will of course notify you of any differences via email prior to shipping to ensure that we are in agreeance before sending out the replacement order.

Once your item(s) qualify for return, initiate your return or exchange request, just give us the relevant information to start the process.

Supply us with:

1.   Your Order Number

2.   Your Full Name

3.   The address where the order was shipped

4.   The reason for your request with several pictures of the item(s) you received

*Please note that we keep in-house records of all shipments including pictures and/or videos of items before they ship as a part of our quality assurance practices.*

**Replying to your order email will strip the images from the message and we will be unable to receive or see them. Send your images and your requests to service@nubianprincesshairshop.com.

Our usual response times are M-F between 11am and 11pm excluding holidays and weekends. Please allow 1 business day for a response.