THESE POLICIES ARE TO ENSURE YOU KNOW HOW HEAVENLY COILS WORKS.
STANDARD SHIPPING:Please allow up to 5-7 business days to receive your order after your payment is received. Heavenly Coils will take 2 business days (not including weekends) to process your order. After the 2-day processing time it will take 5-7 business to receive your package. When your order is shipped out you will receive a tracking number. All orders placed after 5:00pm EST are considered placed but won’t be processed until the next business day.
At Heavenly Coils we try to ship orders out as soon as possible. It is advisable not to wait until the last minute to place your order. If you need your order for a special cause it is best to place your order in advance, so that you have plenty of time to receive it.
All orders will ship within approximately 5-7 business days once the payment is approved. For orders placed before 5:00p.m. (EST) will be processed the same day. If you placed your order after 5:00p.m. (EST) an additional day will be required for processing. We will give you a delivery estimate when you place your order based on the information we receive from our system. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS to deliver your package on time. If your package is delayed, we will not offer a reimbursement of shipping charges. If you have any questions or concerns, feel free to contact us.
If the product you ordered is not available, We will contact you immediately by phone, email, or both to see if you are interested in another product If a product substitution is not a viable option for you and you wish to cancel your order, we will issue your payment as a refund immediately. Usually all the products at Heavenly Coils is in stock at all times.
UNDELIVERABLE PACKAGES, INCORRECT ADDRESSES, AND REFUSED DELIVERIES:
Your order will be shipped via USPS to the address you provided. Tracking numbers are sent to your email address as soon as soon as a shipping label is created. If you do not receive a tracking number, please let us know as soon as possible through e-mail. To track your package, use your USPS tracking number to find your orders location, and expected delivery date. If you input incorrect address information you may have delays in your order process. Please check the address information on your order before making the purchase. When inputting your address please be sure to include the address, apartment #, zip code, city, and everything necessary to get your package delivered in a timely manner.
Due to problems with missing shipments and fraud attempts, we ship all packages with Signature Conformation, meaning you or someone of your household must be there to sign for the package. USPS will usually make several attempts to deliver your package. They may also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call for pick-up or to arrange an alternate delivery. It is the customer’s responsibility to arrange for package pick-up, if necessary. No refunds will be issued for refused or abandoned shipments.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit, please contact us by email immediately. We will contact USPS right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 8-10 business days, but we cannot control how long it may take. If it is determined that your shipment has been lost a replacement will be sent pending USPS’s investigation results. If the product comes returned to us as undeliverable, we will contact you and re-ship the item at our expense depending on the situation.
INCORRECT ORDERS / PRODUCTS:
Heavenly Coils makes sure that all orders are accurate before shipping, If there is a mistake in your order please contact us immediately and we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as your original order. You must notify us of any incorrect or missing items within 3 days after receipt of your shipment.
Heavenly Coils reserves the right to change or modify our policy at any time without giving prior notification.
PAYMENTS & ORDERING:
At Heavenly Coils we use PayPal and QuadPay for all purchases. PayPal is the safest and most secure way to make an online payment. We accept the following payment type for your protection and ours: PayPal, Visa, MasterCard, American Express, and Discover. We do not have access to share your credit card information with anyone. Your information is secured through PayPal. With QuadPay you will be able to split your payments into 4. QuadPay accepts all U.S credit and debit cards. All orders placed between Friday-Sunday will not be processed until Monday.
RETURN & EXCHANGE POLICY
Exchanges: If you are not completely satisfied with your purchase for any reason, you may return an eligible item for a 100% exchange, within two weeks of the shipment receive date, provided you follow the proper return/exchange procedure and eligibility guidelines as described below in the “Returns and Exchange Procedure” section. Exchanges received after two weeks are subject to a $10 re-stocking fee for each item. Exchanges are processed within 10 business days of receipt. You will be responsible for the shipping costs both ways unless we are at fault for shipping a wrong or defective item. Exchanges will not be accepted after 30 days of the shipment receipt date.
(b) Returns: If you receive an item that is damaged, defective, or materially different, you may return an eligible item for a 100% exchange or refund, not including the original shipping charges and taxes, within two weeks of the shipment receive date, provided you follow the proper return procedure and eligibility guidelines as described below in the “Returns and Exchange Procedure” section. Additionally, in case of an exchange in this situation, we will ship you the exchanged item free of shipping charges in USPS Ground shipping method. Returns/Exchanges received after two weeks are subject to a $10 re-stocking fee for each item. Returns/Exchanges are processed within 10 business days of receipt of the returned item at Heavenly Coils. Return shipping charges cannot be refunded. Please note that, following situations are NOT considered by Heavenly Coils to be materially different or defective and are not eligible for a 100% refund or exchange under this section:
– Color is either lighter or darker than what you expected. Since, our hair is natural and unprocessed there may be variations in color between different bundles of hair. We try our best to sort the hair into similar group of colors (Natural Black, Natural Dark Brown), but we cannot guarantee an exact match
-The texture is too wavy/curly or less wavy/curly than what you expected. Since, our hair is natural there may be variations in texture between different bundles of hair. We try our best to sort the hair into similar group of textures (Natural Straight, Wavy, and Curly), but we cannot guarantee an exact match.
-The texture is too straight or less straight than what you expected. Our straight hair texture is really straight and sometimes it can be silky straight. Since, our hair is natural and unprocessed there may be variations in texture between different bundles of hair. We try our best to sort the hair into similar group of textures (Natural Straight, Wavy, and Curly), but we cannot guarantee an exact match.
(c)Time Limit and Right of Refusal: Refunds and exchanges will not be accepted after 30 days of the shipment receipt date. Heavenly Coils has the right to refuse the return/exchange of any hair good based on the following reasons:
- The merchandise must be returned/ exchanged in its original state. We cannot accept hair pieces that have been used or worn, have loosened curls, have visible tangles, have visible hair products, have been bleached, or colored, or chemically processed, or emits odors, or the wefts have been cut into pieces, or the hair length or volume is trimmed by cutting.
- The merchandise is damaged.
- Pieces of the products are missing
- It is past the acceptable return time of 30 days
- Original tags and packaging are missing or damaged.
- Proper Return Procedure as mentioned in this section is not followed by the customer.
- NO RETURN OR EXCHANGE ON CUSTOM TEXTURED OR COLORED HAIR
*** Please note that after your custom order has been placed and sent for production we cannot issue a refund for delay in shipment. We use third party shippers such as, DHL, FedEx, and USPS and cannot control ship timing with standard postage.***
Returns and Exchange Procedure:
At Heavenly Coils, returns and exchanges are simple, easy and quick. Our Customer Service Center will personally guide you over the phone to assist you with your returns and exchanges.
After receiving your item(s), open the box and visually examine the product to verify if you have received the color and texture you have ordered. You can gently take the hair out and feel it. At this stage you should be able to determine if the product you have received is damaged, defective or materially different than what you have ordered. If so, do not detach the hair from the weft, or discard the packaging, which has important information that is needed to process a return or exchange.
Call our Customer Service Number printed on the invoice, box, or receipt and published on our website with your detailed order information and package information available with you. Our Customer Service associate will guide you through the Return and Exchange procedure over the phone.
Please note that all items that are shipped are done under video surveillance due to fraud attempts. This is for protection of the company and the client to ensure you are receiving the correct products.
Also, Heavenly Coils DOES offer colored extensions that are NONREFUNDABLE if you would like a specific color (blue, red, green etc.,) please send an e-mail at firstname.lastname@example.org before making any purchases. We will then note your order and send an invoice where you will pay then. For colored extensions please allow an additonal 5-7 business days.
5-7 business days is just to be on the safe side but your order could be ready and shipped sooner. Please give yourself time to order and wait for your package especially if you have a special event to attend. I do my very best to get customers orders out ASAP.