We maintain strict standards for quality assurance. All of our orders are meticulously inspected prior to shipping. Due to the nature of our products all sales are deemed FINAL. Per federal law, the return of human hair products is prohibited, no refunds or exchanges can be performed. ALL SALES (Vietnamese Collection, Xiu Mei Collection, The Shade Collection (Custom made items are NO REFUND, NO EXCEPTIONS) ARE FINAL. When you purchase on our website, you agree to the terms of the return policy.
1. How do I make an exchange?
The request to perform an exchange or replacement must be made within 5 business days from the date you receive your order. Please be advised, per federal law, we cannot accept used hair that has been altered in the following ways: combing, brushing, cutting, coloring, hair installations, the creation of wig units, and any other physical and chemical alterations. Please note that doing so voids the exchange process. The product can only be exchanged for an item(s) of equal or of greater value, no refunds are permitted. The exchanged or replaced product will be subject to a 25% restocking fee. An exchange will only be honored if the hair has not been removed out of it's original packaging. E-mail us within 5 business days at email@example.com and let us know your order number. We will then provide you with detailed instructions and a return address to ship your item(s) back. Please ship your item with tracking, and signature confirmation, as we are not responsible for lost or stolen packages. Once received, we will send an invoice for the 15% re-stocking fee, and the cost difference of the item you are exchanging if applicable. This restocking fee must be paid within 3 business days to go forward with the exchange. If the invoice is not paid within 3 business days, the item will be returned, and all remedies (exchange, replacement, refund) will be terminated and VOID. NOTE: Custom orders ( The Shade Collection, lace and silk based closures, and lace frontals) cannot be refunded, returned or exchanged for any reason. These terms are agreed to when you check out.
2. What is the exchange period?
The exchange period for unopened hair extensions is seven (5) days from the date that you receive your hair extensions.
3. Why is XOXO Virgin Hair non-exchangeable if opened or used?
Human hair extensions and pieces are considered a hygienic product. We take matters of hygiene and public safety very seriously and do not allow opened or used items to be returned for the safety of all our customers. We are not alone - other hair extension brands do not allow returns of opened or used items for the same concern.
4. Do I have to pay for the shipping of my return?
As outlined above, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option, because XOXO Virgin Hair will not be responsible for lost returns. International Customers: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.
No. We want to take care of you in a timely fashion. Communicating with us is the best way to have a smooth process so you can get back to enjoying our hair!
You may contact us via e-mail at firstname.lastname@example.org. We always guarantee a response within 24 hours and will be more happy to assist you!
Should you have any other questions, feel free to e-mail us at email@example.com. We're here to help babe!