Please Read Our Store Policies Prior to Purchasing PRIVACY & SECURITY Tiffani Chanel Luxury Hair uses Secured SSL encryption to protect your personal information and credit card from theft. Additionally, we will never distribute your personal information in any way other than to process your order. The information you supply us is protected and sent safely. We Accept The Following: Visa, MC, and Discover. PLACING AN ORDER Order Online: Choose the item(s) you wish to purchase by going to the product page and selecting your “color choice” from the drop-down selection box. Click “add to bag” and the product in your color selection will be added to your bag. Complete your billing and shipping information, along with choosing your shipping method, “submit order” and you are done. You will receive an automatic email confirming we have received your order. Back Orders: Your order will be shipped when we have received and verified payment. If any item(s) are on backorder, you will be notified within 24-48 hours. *If you require products within 24-48 hours, please call customer service before placing your order.832-856-3330 For any item(s) on backorder, we will notify you within 24 hours and will notify you on its estimated ship date. You will also be given the option of cancelling your order. ORDER PROCESSING Credit Card Processing/Security: Both the cardholders’ billing and shipping information must match the information on file with the credit card issuing bank. In addition, we will only ship items to the billing address, or to a UPS office, where identification and signature will be required. Orders are charged to credit cards immediately after purchase. An email will be sent the email address on file with a tracking number when your order is shipped. In Stock non-next day orders ship within 1-3 business days, will ship on the same day. If requesting overnight shipping, in-stock orders will ship the same day if the orders are received before 2:00 pm CST. If orders are received after 2:00 pm CST, we will make every effort to ship your item on the same day, but it is not guaranteed. We do not recommend selecting overnight shipping on custom orders. All packages are insured and a signature is requirement for delivery. No exceptions. CUSTOM ORDER PRODUCTION TIME Please allow 4-5 weeks for delivery of custom orders. If you have any questions pertaining to the custom order, please feel free to contact us. *Adding SIlk or Mono Base automatically adds one week to production time. **Adding high density may increase production time 3-4 days. ORDER TRACKING Upon shipment, you will be provided with a tracking number to the courier service. A signature is required at time of delivery. ADDITIONAL SHIPPING INFORMATION Tiffani Chanel Luxury Hair shall not be held liable and will not issue a refund or credit in the case an order’s delivery is delayed due to causes beyond the shipping carrier’s control. This includes any weather delays, natural disasters, holiday schedules, or a carrier’s rescheduled delivery date implemented at their own discretion. Stock Orders sent back to us as refused upon delivery will incur a 50% restocking fee plus a non-refundable shipping fee. When you place an order with us, you are agreeing to acceptance of the merchandise ordered. Custom orders will not be accepted. For orders returned to us as unclaimed or undeliverable, you will be informed of the returned order by telephone or email. If you choose to have your order reshipped to you, a $10.00 order reprocessing fee plus a minimum Standard Shipping Rate will be charged. If you opt to not have your order reshipped, you will be charged a 50% restocking fee plus non-refundable shipping fee. If in the case a returned shipment resulted in an error on our part, the order will be re-shipped to you at no cost. COLOR SELECTION AND ORDERING POLICIES We make every attempt to provide color swatches that are true to color in helping you make your selection, however these colors are to be used as a guide only. We do not take responsibility for color selections made during the ordering process if your color selection was based on a particular product picture, color chart, or our assistance recommendation, so please be certain of your selection, or order a color ring prior to your purchase. CANCELLATION OR CHANGE OF ORDER Please contact us immediately to let us know of any additions, changes or cancellation of order you are requesting. Once an order has been placed, any additional items, changes or cancellations of orders can only be made within the same business day of placing your order. Any new or additional items you wish to add to your order at this point would then be considered a new order. Exchanges We offer one exchange per order excluding: custom orders, hairpieces, human hair items, discount sale items, items priced $50 or less, eyelashes, eyebrows, accessories, liquid products and color rings, which are final sale items. To request an exchange, we require that you contact us within 3-business days of receiving your order. Eligible items must be returned in original manufacturer condition, with all tags, hair netting and original packaging. To request an exchange, please email us and include your order number: email@example.com Customer will incur all shipping costs for any stock items that are sent back for exchange. TCLH will NOT refund initial shipping fees unless we sent the wrong item. Simply not liking how an item looks on you does not oblige the company to refund your shipping fees. Custom orders will only be exchanged when a mistake is made on our end. Simply not liking the item that you created looks does not obligate the company to accept the item back. Any changes to custom orders will be made at the customer’s expense (unless it was our error). Deciding that a custom item is no longer needed does not make one eligible for refund. After custom orders are started, no refunds or changes may be made. Free Color Exchanges: If you are unhappy with your color selection (for stock items only- not custom) upon receipt, you can request the same item in a different color, and we will waive the 15% restocking fee. (Excludes hairpieces, human hair items, discount sale items, wigs priced $50 or less or custom orders, which are final sale items.) For all other exchange requests, such as requesting an alternate style selection, a 15% restocking fee applies. Our standard ground re-shipping fee of $20.00 applies to both color exchange requests and alternate style exchange requests. You will be sent an invoice to purchase shipping. Refunds For health and safety reasons, we are unable to consider refunds for wet products, or hairpieces that have been worn, as they are not resellable. In addition, we are unable to refund custom hairpiece orders, as custom orders are made according to the buyers specifications and are not usually resellable. Preparing Your Package For Exchange – Please Read Carefully Please email us at firstname.lastname@example.org to request exchange and the item that you would like instead. Item(s) being requested for exchange must be of equal or greater value than original item purchased. Liquid products, eyelashes, eyebrows, and used, washed, combed, dirty or any hair product that is not in new condition, including hair wefts with ties that have been released, are not returnable for any reason. 3. Include with your exchange, a copy of your original order receipt, and make note of the item name and color number you are requesting as an exchange. 4. Exchange item(s) must be returned back to us within one week of your exchange being authorized. Return shipping fees are to be pre-paid by you. We suggest you insure your item, as it belongs to you until we receive it and verify that it came from TCLH and is still in new, resellable condition. Exchanges will be processed within 5 business days after receipt. We are not responsible for any losses that may incur during exchange. If you have any additional questions regarding our Exchange Policy Guidelines, please feel free to contact us at email@example.com Defective or Incorrect Merchandise: In the event you receive merchandise you feel is defective or incorrect due to error on our part, you MUST notify us via email within 3-days of delivered order for a replacement exchange to be considered at firstname.lastname@example.org Any item returned to us with claims of being defective, and is found not to be defective will be returned to you at your own expense. If merchandise is refused upon delivery, or is sent back to us after it was returned to you, we reserve the right to retain property of the merchandise . Defective or incorrect merchandise will ONLY be exchanged for the same identical or correct merchandise that was originally ordered. Refused, Unclaimed, Undeliverable Orders: Orders sent back to us as refused upon delivery will incur a 50% restocking fee plus a non-refundable shipping fee. When you place an order with us, you are agreeing to acceptance of the merchandise ordered. For orders returned to us as unclaimed or undeliverable, you will be informed of the returned order. In order to have your order reshipped to you, a $10.00 order reprocessing fee plus our standard shipping fee of $20.00 will be charged. Storage fees will apply after 30 days. If in the case a returned shipment resulted in an error on our part, the order will be re-shipped to you at no cost. CHANGES TO POLICIES Tiffani Chanel Luxury Hair reserves the right to periodically make changes to our policies. Please check back for updates or changes if you shop with us on a regular basis.