Shipping and Returns Policy
If you order before 2pm AEST we will send your parcel the same day. This is a strict cut off time as we need to complete all orders and get to the post office before they stop collecting parcels for the day.
When first ordering from Henshall Hair it may be difficult to colour match from your computer screen and we know you want your hair NOW. If you do order the wrong colour hair extensions and notify us within 14 days of delivery, a replacement will be provided after we have received, inspected and confirmed that the returned hair extensions were not opened.
If, however the hair packaging is opened then there will be no replacement or an option for a return as this is a hygiene risk. Human hair extensions are considered a hygienic product. We take matters of hygiene seriously and do not allow opened items to be returned for the safety of all our customers. This is a standard practise across the industry.
If Henshall Hair authorizes hair to be returned, all customers are responsible for their own return shipping costs and the postage costs of the replacement item. We recommend that you send your returned item with a tracking option, because Henshall Hair will not be responsible for lost returns. Furthermore, the replacement item will NOT be sent out until the returned item is received.
If you experience a quality issue with your Henshall Hair Extensions upon delivery you must bring it to our attention within 7 days from delivery. A replacement or full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair extensions are faulty.
For Wholesale customers experiencing a quality issue with the hair extensions after application, you must bring it to our attention within 30 days from delivery, NOT from your clients application date. You will also need to provide details on all products used by your client to ascertain whether the correct aftercare was maintained. If your client has used incorrect products and damaged the hair through negligence, we will not be held liable for the replacement of the hair. If however, we confirm the item is faulty, we will offer a replacement set. We do not refund orders after the hair has been applied.
To return an item YOU MUST FILL OUT A RETURNS FORM. We will not accept any returns request until this has been filled out and submitted. Once you have notified us of your intention to return an item, we will send you a link to the returns form. Once submitted and we have received it, please place extensions/items in an Australia post satchel. Allow 1-6 business days for Henshall Hair to process and send out your new extensions once it arrives back to us. All customers must provide us with the tracking information.
You must contact us prior to sending your return, as this allows us to provide you with the quickest return address, track the item and we can process the replacement so the return process is as quick as possible.
All Henshall Hair shipments include tracking with delivery confirmation, however if you have not received your order and the tracking information confirms that the item has been delivered to the correct address, please contact the postage service provider. We cannot be held accountable for the delivery provider’s error.
If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound. Alternatively, you can select ‘signature delivery’ at checkout which costs $2.95 and ensures your parcel will not be left unless it is signed for.
Salon Client “Change of Mind” Policy
If you are a Hair Extensionist and have purchased Henshall Hair Extensions but the client has changed their mind, you must return (express post) the item unopened to us within 14 days of purchasing it, and we will replace the item or give you an in-store credit. You are liable for all postage costs of returning the item and you are also liable if the package is lost in transit. We advise you to get a deposit from your clients prior to the appointment so situations such as this aren’t as damaging to your business.
Out of Stock Policy
If Henshall Hair Extensions are experiencing high levels of demand, an item may become out of stock after you have purchased it. This may delay the order by 1-4 weeks. If this happens you will be notified within 24 to 48 hours and given the option of putting the order on hold until the item is back in stock, or we can process a full refund, or you can choose a different item, or colour, that is in stock and of the same value and we will send that out instead.