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RETURNS & EXCHANGES

We urge you to read this prior to purchase.

We charge a $10.00 Restocking Fee applies to all hair extensions which are returned for Refund. Postage Costs are also not refundable. We do not refund for change of mind or incorrect colour choice. We will exchange for another colour if colour is not correct, however all postage costs involved are at the buyers expense.

Can I Exchange if the colour isn't right?
Yes, we totally understand that it can be difficult to choose the correct colour when ordering online, so we are more than happy to exchange your unopened Cleopatra Hair Extensions for another colour. (Please see below for more information regarding the amount you will be refunded if you choose a refund instead of an exchange). For hygienic reasons we are only able to exchange hair extensions that have not been opened, worn or tampered with. Our products all have a security binding and once removed we can not exchange under any circumstance. All products must be returned to us in their original undamaged packaging and condition. All costs associated with the exchange are at the cost of the buyer. When sending extensions back for exchange please send via a fully insured trackable method and make a note of the tracking number. It is your responsibilty to ensure they arrive back to us safely. If a parcel is lost on its way back to us we will not be held responsible and you will have to contact Australia Post, or your shipping provider with your tracking number, and claim on their insurance. We do not refund for incorrect colour choice.

Is there a time frame to qualify for an exchange or refund?
Yes, we will refund or exhange your unopened/unworn hair extensions within 14 days of the date that you received your hair extensions for Australian Customers. For International Customers the exchange or return must be received by us within 30 days.

Why can't I return or exchange Cleopatra Hair Extensions if they have been opened?
All human hair extensions are considered a hygienic product, just like swimwear etc. Australian law prohibits the return of used human hair products, including "trying them on". We strongly suggest you inspect your hair extensions before removing the bindings to make sure they are the correct colour, and the quality you expect. Once the bindings have been removed they can not be returned for refund or exchange (no exceptions). We are not the only company with this policy. All other hair extension companies will not exchange or refund opened product.

What do I do if I need to exchange?
1. Please contact us first at info@cleopatrahairextensions.com.au with the reason you would like to exchange or return your item. Please do not send back your parcel until you have heard back from us.
2. Include a copy of your invoice, or a note with your full name, address, email address, phone number, and order number. This ensures we can locate your order and all details.
3. Safely package the unopened hair extensions so that they are not damaged.
4. Please make sure to send them back using a postage method that insures you for the full cost of the item. Cleopatra will not be held responsible for lost or misdirected parcels.
5. Please include a self addressed express satchel for us to send your exchange to you.
6. Once your return item has been received your exchange item will be posted back to you the same day.
All items must be returned in their unopened, original, undamaged packaging or an exchange/return will not be issued.

Who is responsible for return postage costs?
You the purchaser are responsible for all costs involved in the process of an exchange/return. When sending product back for exchange we recommend you send via a fully insured trackable method and make a note of the tracking number. It is your responsibilty to ensure they arrive back to us safely. If a parcel goes missing on its way back to us Cleopatra will not be held responsible. Australian Customers may include a self addressed express post satchel for us to send you your exchange, or we can contact you when we receive the return and organize payment for the return parcel if you wish to use our courier. International Customers will be sent a Paypal invoice for the costs involved in sending back your exchange.

Do I have to return my free gift?
If you are returning the product for refund, then all free gifts should be included to qualify for a full refund of your products purchase price. If gifts are not returned we will keep $10 from your refund amount. If you are exchanging then you may hold onto your free gift.

If I am sending back for a refund do I get a full refund?
No, we will refund you the purchase price of the item less a $10 restocking fee. Postage costs are also not refundable. For eg. If you purchased a Standard Clip in Set for $135.00 plus $12.00 Postage your order total would be $147.00. If returned for a refund you would receive a total refund of $125.00. (Purchase Price $147.00. less $12.00 Original Postage. less $10.00 Restocking Fee. = $125.00 Refund)

How long will it take for me to receive my exchange?
Once we have received, inspected, and confirmed that the returned hair extensions were not opened and taken out of the cardboard backing and that the security seal is still in place, we will send out your new colour within 24 hours. Under no circumstances will we send out your exchange until we have received your original returned parcel. All items must be returned in their unopened, original, undamaged packaging or an exchange will not be issued.

How long will it take for me to get my refund?
Once we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the cardboard backing and that the security seal is still in place, we will issue a refund minus a $10 restocking fee and minus postage costs to your original payment method. Most refunds are processed within 48 hours of the your return being received by us. All items must be returned in their unopened, original, undamaged packaging or an exchange will not be issued.

I ordered a bulk lot, or discounted/sale/clearance item. Can I still receive a refund or exchange?
No, we do not issue refunds, or exchanges on bulk purchases or discounted/sale/clearance items. Please choose carefully before ordering one of these products as all sales are final. We recommend you trial one of our products before placing a bulk order to make sure it is suitable for your needs.

What happens if something is wrong with one of the clips on my clip in hair extensions?
We include two spare clips with all purchases of clip in hair extensions. If you find you have a faulty clip they can be replaced very simply by unstitching the faulty clip and restitching another clip in it's place. We do not send out replacement hair extensions in the event of faulty clips.